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)
All the benefits and perks you need for you and your family:
Our promise to you:
Joining AdventHealth is about being part of something bigger. It’s about belonging to a community that believes in the wholeness of each person, and serves to uplift others in body, mind and spirit. AdventHealth is a place where you can thrive professionally, and grow spiritually, by Extending the Healing Ministry of Christ. Where you will be valued for who you are and the unique experiences you bring to our purpose-minded team. All while understanding that together we are even better.
Schedule: Full Time
The role you’ll contribute:
This position will direct information services activities on behalf of AIT facilities. The IS Manager will provide direct supervision for technical staff and will also be responsible for the successful implementation of all AHS information services initiatives. The manager will interface and communicate with facility administration to provide support for business initiatives and ensure customer satisfaction levels. This includes evaluating business problems, identifying and resolving issues establishing and monitoring project work plans, implementing effective workflows and processes
The IS Manager will assist in the evaluation of end-user computing packages and equipment, as well as the implementation and testing of prototypes. The Manager will consult with client and staff regarding PC and LAN systems, equipment problems or malfunctions and recommend solutions. The Manager will also be responsible for creating accurate and timely information reports/records and will administer all duties in accordance with established policies, procedures and standards
The value you’ll bring to the team:
The expertise and experiences you’ll need to succeed:
KNOWLEDGE AND SKILLS REQUIRED:
EDUCATION REQUIRED:
EDUCATION AND EXPERIENCE PREFERRED:
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