Customer Information Center Manager manages a team that is responsible for analyzing contact center patterns, including volumes, trends, attrition rates, and contact center representative productivities. Oversees the configuration of the Automatic Call Distribution (ACD) system to automatically distribute calls uniformly among representatives. Being a Customer Information Center Manager monitors the productivity of customer service representatives. Ensures customer satisfaction by overseeing the call volume and redirecting inbound traffic as needed. Additionally, Customer Information Center Manager reviews call volume reports to coordinate and complete capacity planning within the contact center and identify potential problems. Evaluates historical and recent performance and statistics to identify trends. May act as a resource for more complex questions. Requires a bachelor's degree. Typically reports to a director. The Customer Information Center Manager manages subordinate staff in the day-to-day performance of their jobs. True first level manager. Ensures that project/department milestones/goals are met and adhering to approved budgets. Has full authority for personnel actions. To be a Customer Information Center Manager typically requires 5 years experience in the related area as an individual contributor. 1 - 3 years supervisory experience may be required. Extensive knowledge of the function and department processes. (Copyright 2024 Salary.com)
Customer Service Representative
Bellwether Community Credit Union (BCCU)
Nashua, NH
Full-time Non-Exempt
Overview
Bellwether Community Credit Union (BCCU) is seeking an outgoing and energetic professional for the position of Customer Service Representative. For over 100 years, we've made New Hampshire our home and have provided thoughtful guidance and customized solutions to help our members. As one of the "Best Places to Work" in New Hampshire, BCCU is a community-based credit union with a strong commitment to "people helping people".
The Job
The Customer Service Representative is a Contact Center role specializing in deposit member sales, service and transaction processing, online banking support, and proactive loan referrals. A CSR is responsible for overall member satisfaction by delivering outstanding member service via telephone and through our electronic and online channels.
Essential Duties and Responsibilities
Qualifications
Work Environment
As part of the Bellwether Team, you'll experience our commitment to your personal and professional success through our "Best Places" culture, training opportunities, competitive salary and benefits package.
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