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)
SUMMARY
Based in Northeast Ohio, Area Wide Protective (AWP) is a rapidly growing national safety services provider committed to protecting our customers’ people, business, and time. AWP is America’s Traffic Control Leader, providing services for DOT and infrastructure projects as well as representing nearly every major public utility: electric, gas, and telecommunications
AWP CORE VALUES
Customer Focused – Deliver on our commitments every time
Focused on Growth – Promote and encourage creative solutions
We Value our Employees – Develop our skills to excel at everything we do
Commitment to Safety and Quality – Have a passion for excellence
Sense of Urgency – Demonstrate enormous energy and the ability to motivate others
As a partner of critical safety services supporting essential infrastructure, energy, telecom, water, and wastewater utility sectors, AWP seeks traffic control supervisors in your area.
POSITION SUMMARY
The Customer Service Representative will coordinate schedules, organize meetings and prepare information for management staff. This position will support and uphold AWP’s overall mission and core values of protecting our customers’ people, business and time. This role provides customer service to multiple individuals both inside and outside the organization. Collaboration, teamwork and communication are important to effectively complete tasks and meet deadlines.
RESPONSIBILITIES:
QUALIFICATIONS:
WORK ENVIRONMENT AND PHYSICAL DEMANDS
The employee must be able to successfully handle the physical demands of this position, which include the following:
AWP is an Equal Opportunity Employer (EOE). Minorities, women, veterans, and individuals with disabilities are encouraged to apply.
PROTECTING YOUR PEOPLE, YOUR BUSINESS, AND YOUR TIME.
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0 Customer Information Center Supervisor jobs found in Canton, OH area