Customer Information Center Supervisor supervises a team that is responsible for analyzing contact center patterns, including volumes, trends, attrition rates, and contact center representative productivities. Configures the Automatic Call Distribution (ACD) system to automatically distribute calls uniformly among representatives. Being a Customer Information Center Supervisor 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 Supervisor 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. Typically requires a bachelor's degree. Typically reports to a manager. The Customer Information Center Supervisor supervises a group of primarily para-professional level staffs. May also be a level above a supervisor within high volume administrative/production environments. Makes day-to-day decisions within or for a group/small department. Has some authority for personnel actions. To be a Customer Information Center Supervisor typically requires 3-5 years experience in the related area as an individual contributor. Thorough knowledge of functional area and department processes. (Copyright 2024 Salary.com)
GENERAL DEFINITION OF WORK
The primary purpose of this position is coordination of the Consumer Billing Section of the department, serving as the Administrator of Health Information Systems utilized by the Department as well as insurance provider websites. Health Information Coordinators verify code, balance, maintain and report on the manual and automated records relating to fiscal or business data. Tasks are similar to the Office Assistant and may require the use of office equipment to accomplish the Records work. Work usually involves maintaining single entry journals or records.
EDUCATION AND EXPERIENCE
Knowledge, Skills, and Abilities • Substantive knowledge of office or work unit procedures, methods and practices. • Substantive knowledge of and ability to use correct grammar, vocabulary, spelling and office terminology to compose and/or proofread correspondence, reports and materials. • Substantive knowledge of accounting procedures, applicable mathematics and their application in the work environment. Skill in communicating effectively both orally and in writing. • Considerable ability to record, compile, summarize and analyze data. • Considerable ability to review and process information to determine conclusions, actions or compliance with applicable lasws, rules or regulations. • Considerable ability to analyze work situations and interpret program content in making decisions and explaining policies, regulations and programs. • Considerable ability to exercise judgment, discretion and negoiation skills in problems situation. • Ability to learn, interpret and explain policies, regulations and programs. • Ability to independently respond to inquiries and coordinate a variety or resources in acquiring and disseminating information. • May require ability to train and manage a group of employees. Minimum Training and Experience Requirements Graduation from high school and demonstrated possession of knowledge, skills and abilities gained through at least three years of office assistant/secretarial experience; or completion of a two-year secretarial science or business administration progrm with one year of responsible experience as described above; or an equivalent combination of training and experience.
Job Type: Full-time
Pay: From $33,268.04 per year
Benefits:
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Work Location: In person
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