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)
Title: Project Manager I
Duration: 12 Months
Location: Irvine, CA 92618
Job Description:
Education Required: Bachelor’s Degree
Overview - We are looking for someone who knows how to use standard PM tools and is able to manage multiple small projects and can coordinate resources at remote sites. PMP, experience with building proposals, and influencing others are strongly preferred. This role will manage the sustainment services contracts for depot facilities that have previously been activated with repair capability. The workload is roughly 60/40 planned vs ad hoc activities. Must have PMP.
Background:
The Depot Activation team which is charted to develop new depot capabilities across the world has multiple projects requiring Project Management support.
Scope of Work:
Provide project management support for existing Depot Activation projects and Depot
Activation proposals.
1) Support proposal development
a. Gather competitive intelligence, as required
b. Gather and document project information and business case assumptions
c. Develop and maintain project risk assessments
d. Submit winning Depot Activation proposals
e. Develop presentations in support of gate reviews
2) Support project tracking
a. Maintain project schedules, as needed
b. Lead and/or support status meetings
c. Identify and resolve issues affecting project schedule
d. Initiate periodic review of projected sales
3) Project execution
a. Provide Project management support throughout the stages as directed
and assigned by team leaders.
b. Work with project team to develop and maintain schedules, risk tools, and
proposals.
c. Monitor execution of delivery schedules.
d. Forecast and meet project sales.
e. Provide reporting and monthly status reports on all projects.
f. Support proposal development
g. Support invoicing
Domestic/ International travel is required when interfacing with the customer and suppliers (10%).
Job Type: Contract
Pay: $50.34 - $80.00 per hour
Experience level:
Schedule:
Experience:
Work Location: In person
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