Customer Information Center Manager jobs in Syracuse, NY
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)
Recently Added Customer Information Center Manager jobs
Customer Service - Test Center Manager
- Prometric
-
East Syracuse, NY
FULL_TIME
- ABOUT US: Prometric is a leading provider of technology-enabled testing and assessment solutions to many of the world’s most recognized licensing and certification organizations, academic institutions, and government agencies. We support more than 7 million test takers annually at our testing locations in 180 countries worldwide. With over three decades of experience working with clients of all sizes across many industry sectors, our mission is to design and deliver the highest quality and most innovative testing solutions anytime, anywhere. JOB TITLE: Test Center Manager REPORTS TO: Channel Engagement Manager or Sr. Manager DEPARTMENT: Test Center LOCATION: East Syracuse, NY TEST CENTER ADDRESS: 5015 Campuswood Dr. JOB OVERVIEW The Test Center Manager (TCM) serves as the face of Prometric in test centers around the world. These professionals are an essential part of a growing specialization within the company and thrive in fast-paced environments that support people who are taking life-changing exams. Prometric employs more than 600 Test Center Administrators (TCAs) worldwide who are highly respected for their ability to lead and control the computer-based test center environment. The job requires TCMs to manage all aspects of the testing facilities, financial practices, and personnel and maintain set policies and guidelines to uphold the highest standard for exam integrity in the world. PERKS 12 Paid Holidays Off annually based on work schedule and start date Vacation No selling or quotas Office setting environment Paid training Sick time is prorated based on start date 401K Employee Assistance Program Vision FSA Legal RESPONSIBILITIES Ensure that the facilities, operations, and performance at the assigned test center consistently meet the standards of Prometric and its testing clients. Plan regular staff schedules and supervise both regular as well as temporary Test Center Administrators Have an understanding of how test center operating costs impact Prometric’s key financial and business drivers and performance against corporate metrics Educate staff on the rationale behind the key performance levers for the business and coach staff on how to efficiently achieve the targets Supervise security/verification procedures of test candidates arriving for registration, ensuring that identification and confirming eligibility are carried out correctly. Responsible for hiring and training new Test Center Administrators Review and approve timesheets and expenses for all staff Provide security at the testing facilities by ensuring all locks and security systems are properly used. The TCM is responsible for holding keys to the testing facility Represents the organization with professionalism Has sufficient knowledge of basic technology to resolve common issues File detailed reports on any irregular test center situations or complaints Operate a DVR, digital camera, telephone system (IVR), and alarm system as and when required. Resolve, report, or escalate candidate and/or building problems to the appropriate department or manager Engage with property management to maintain a safe and comfortable testing environment Acts as a TCA to administer tests Actively participates in Prometric quality assurance, audit programs, and other company initiatives as a team player. Maintain a deep knowledge of policies, practices, and procedures. QUALIFICATION REQUIREMENTS EDUCATION High school diploma or equivalent College experience a plus EXPERIENCE Minimum of two years of customer service experience required (call center, retail, restaurant, etc.) One year of management or supervisory experience required Must be 18 years of age to qualify SKILLS Ability to communicate with candidates effectively and with professionalism and authority Ability to learn and apply verbal and written operational instructions Ability to make decisions using appropriate situational judgment Ability to write detailed, accurate, and professional reports and correspondence Ability to multi-task and handle small tools, pack equipment for shipping or unpack for installation Familiar with Microsoft Windows-based computer programs and applications (including but not limited to MS Office, Outlook, and Explorer web browsing) Availability - Should be flexible to work various days and times including evenings and weekends, subject to change according to testing demands. Ability to effectively manage situations that require conflict resolution PHYSICAL JOB REQUIREMENTS Must be able to bend, stoop, and lift up to 40 pounds Ability to remain in a stationary position for extended periods while administering exams Ability to physically move through the test room every 8-10 minutes and escort candidates to and from the testing room Visual requirements include the ability to adjust or focus computer screens and view the testing room through camera monitors while proctoring the exam Ability to maintain computers in the lab and office setting, by physically maneuvering in tight spaces, while maintaining safety protocols Prometric is an Equal Employment/Affirmative Action employer. We do not discriminate in hiring based on sex, gender identity, sexual orientation, race, color, religious creed, national origin, physical or mental disability, protected Veteran status, or any other characteristic protected by federal, state, and local law.
- 1 Month Ago
GC Retail Customer Service Manager Store 819
- Guitar Center
-
Syracuse, NY
FULL_TIME
- Pay Rate: $19.32/hr - $31.40/hr depending on background and experience. This position is eligible to participate in the Guitar Center Company bonus program based on Company performance. The job postin...
- 1 Month Ago
Health Information Management Specialist
- North Country Family Health Center Inc
-
Watertown, NY
FULL_TIME
- DescriptionPOSITION SUMMARY:The HIM Specialist works as part of the Quality & Value-Based Programs team, and collaborates closely with members of the Medical, Dental, Behavioral Health, and Corporate ...
- 1 Day Ago
Information Systems Manager - Ambulatory
- SUNY Upstate Medical University
-
Syracuse, NY
FULL_TIME
- Job Summary: The Information Systems Manager - Ambulatory manages Information Systems staff (Ambulatory Registration, Scheduling and Professional Billing Revenue Cycle) and projects to provide service...
- Just Posted
Case Manager (Child Advocacy Center)
- Victims Assistance Center of Jefferson County
-
Watertown, NY
FULL_TIME
- Job Summary: provides direct services to child victims of sexual abuse, physical abuse and/or neglect and their non-offending family members that use the services of the CAC. These services include bu...
- 15 Days Ago
Customer Service Smoke Shop
- The Herbal Center
-
Liverpool, NY
PART_TIME,FULL_TIME
- Job Summary: Smoke Shop Customer Service Representative We are seeking a highly motivated and customer-oriented individual to join our team as a Customer Service Representative. As a Customer Service ...
- Just Posted
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0 Customer Information Center Manager jobs found in Syracuse, NY area
Sr. Service Manager
- Inficon Inc.
-
Syracuse, NY
- ** Sr. Service Manager** **Job Category****:** Marketing **Requisition Number****:** SRSER002149 Showing 1 location **Jo...
- 4/26/2024 12:00:00 AM
Call Center Representative - $17/HR
- Russell Tobin
-
East Syracuse, NY
- Job Description Job Description Manage large amounts of incoming calls Generate sales leads Identify and assess customer...
- 4/26/2024 12:00:00 AM
Back Office Customer Service Representative
- National Grid USA Service Company, Inc.
-
Syracuse, NY
- A fast-paced dynamic environment where the focus is on our customers and the communities we serve. We are seeking indivi...
- 4/25/2024 12:00:00 AM
RN Patient Safety Coordinator
- SUNY Upstate Medical University
-
Syracuse, NY
- Job Summary: The RN Patient Safety Coordinator is responsible for Patient Safety activities at the organizational level ...
- 4/25/2024 12:00:00 AM
Call Center Representative - ENT
- LanceSoft
-
Syracuse, NY
- Title: Call Center Representative Location: East Syracuse, NY, 13057 (onsite) Duration: 12+Months Contract Job Descripti...
- 4/24/2024 12:00:00 AM
Assistant Service Center Manager - Old Liverpool Road
- Valvoline Instant Oil Change
-
Liverpool, NY
- What You'll Do: As an Assistant Service Center Manager (ASCM), you are the right hand of the Service Center Manager. You...
- 4/24/2024 12:00:00 AM
Customer Service Representative
- National Safety Council
-
Syracuse, NY
- Save lives, from the workplace to anyplace. The National Safety Council is America’s leading nonprofit safety advocate. ...
- 4/23/2024 12:00:00 AM
Assistant Service Center Manager - Dewitt - Erie Blvd
- Valvoline Instant Oil Change
-
DeWitt, NY
- What You'll Do: As an Assistant Service Center Manager (ASCM), you are the right hand of the Service Center Manager. You...
- 4/1/2024 12:00:00 AM
About Syracuse, New York
Syracuse is located at 43°2′49″N 76°8′40″W / 43.04694°N 76.14444°W / 43.04694; -76.14444 (43.046899, -76.144423). It is located about 87 miles (140 km) east of Rochester, 131 miles (210 km) east of Buffalo,and 150 miles (240 km) west of the state capital Albany. It is also the halfway point between New York City and Toronto, about 245 miles (390 km) from each, Toronto to the northwest and NYC to the southeast.
According to the United States Census Bureau, the city has a total area of 25.6 square miles (66 square kilometres), of which 25.1 square miles (65 square kilometres) is land and 0.6...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Customer Information Center Manager jobs
$98,995 to $135,082
Syracuse, New York area prices
were up 1.5% from a year ago
were up 1.5% from a year ago
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