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 Center for Information Technology has an immediate opening for a full-time position of IT Security Manager to develop appropriate security policies and manage the technical aspects of security. The successful candidate would also be the principal staff for our managed security services while coordinating with internal staff to mitigate risks and strengthen the security blanket over our assets.
Job Duties:
Qualifications:
How to Apply:
Please submit a cover letter, resume, and a completed Application for Educational Support Staff Employment via email at HROffice@hamptonu.edu or fax to (757) 727-5969:
Office of Human Resources
Hampton University
Hampton, VA 23668
***No phone calls
Forms:
Visit Human Resources – Hampton University Human Resources to retrieve the educational support staff employment application and other supplemental application materials.
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