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)
The Information is the go-to source of insight, analysis, and in-depth reporting for the most influential leaders in technology and business. Founded in 2013 and headquartered in San Francisco, our original, high-quality journalism has the power to inform the most consequential decisions shaping our future, and we’ve built a community of tens of thousands of subscribers who depend on us to do just that. We have a financially healthy business, plenty of capital, and big ambitions to grow our impact. We’re looking for a Senior Manager, CRM & Retention Marketing to join our team—someone who can develop and execute the customer relationship marketing playbook within our consumer subscription business to drive engagement and increase retention.
Who Are You?
The Information is looking for a Senior Manager, CRM & Retention Marketing to join the team and create an optimal user experience for our subscribers that build habits, increases engagement, and improves retention rates. You are the strategic and executional owner of the full subscriber lifecycle, from onboarding to renewal. You have a hunger for data and a desire to understand the subscriber at each life stage and produce an experience that meets their needs and leads to a successful renewal. As a CRM & Retention Marketing Manager you’ll work with the remainder of the team to implement your vision and measure each step in the process..
We are looking for someone with strong strategic knowledge around customer engagement, who can make intentional choices and is excited to tackle new creative challenges every day. You will be focused on operational excellence and mastery and application of our email, social, and push notification tools. With a passion for the digital media landscape, you understand the intricacies and unique attributes of the retention funnel and are ready to roll up your sleeves and take action.
Responsibilities
Requirements include:
Benefits:
Salary Range: 100,000 - 125,000 USD Annually Bonus Benefits
The salary range posted is based on the company's good faith belief at the time of the posting. Actual compensation may vary above or below this range based on factors such as location, work experience, and skill level.
We are an equal-opportunity employer. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We are committed to diversity and to building an inclusive environment for people of all backgrounds and ages.
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