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)
THIS IS AN ON-SITE POSITON (Tallahassee, FLORIDA)
Information Manager - Data & Analytics
Strong experience in data management, metadata management, data governance, or information management.
Familiarity with data dictionaries and data cataloging tools and platforms, such as Informatica. (Proficiency level 4)
Understanding of data governance principles, data quality, data stewardship practices, and regulatory compliance requirements. (Proficiency level 4)
Strong organizational skills and attention to detail, with the ability to accurately catalog and document complex data assets. (Proficiency level 4)
Knowledge of metadata standards and frameworks, such as Dublin Core, ISO 19115, and FGDC-CSDGM. (Proficiency level 3)
Ability to establish and maintain effective working relationships with others. (Proficiency level 3)
Ability to work independently. (Proficiency level 3)
Ability to determine work priorities and ensure proper completion of work assignments. (Proficiency level 3)
Ability to effectively communicate technical standards, practices, and initiatives. (Proficiency level 3)
Preferred Knowledge, Skills & Abilities (KSAs):
Familiarity with environmental science, water quality, or related fields.
Experience in data management, metadata management, data governance, or information management in a scientific or environmental context.
Proficiency in data profiling and data analysis techniques using tools like SQL, Excel, or data profiling software.
Excellent analytical and problem-solving skills to identify and resolve data quality issues.
Basic understanding of data-related technologies and tools such as ETL, data warehouses, and data lakes.
Basic understanding of data visualization and reporting tools such as Qlik Sense.
Please apply via dice or email your resume to: recruiter @ sanrose.com
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