Customer Information Center Supervisor jobs in Concord, NH

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)

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Information Center Representative I
  • New Hampshire Judicial Branch
  • Concord, NH FULL_TIME
  • ADMINISTRATIVE OFFICE OF THE COURTS

    POSITION ANNOUNCEMENT #24-03

    Location Position Available Salary Range Closing Date
    Information Center
    (Concord, NH)
    Information Center
    Representative I
    $35,588.80-
    $52,124.80
    Labor Grade: 14
    Open until filled

    The normal work day for Judicial Branch employees shall consist of work normally performed
    between the hours of 7:30 a.m. to 5:00 p.m. Monday through Friday; however, the normal work day
    may be adjusted based on the needs of the court location.

    This position is included in a collective bargaining unit represented by the
    State Employees Association of NH, SEIU Local 1984.
    _____

    IF YOU ARE INTERESTED IN APPLYING FOR THE POSITION ABOVE

    Step 1: * Print application from the HR Job Postings page on the website
    https://www.courts.nh.gov/sites/g/files/ehbemt471/files/documents/2021-04/nhjb-2099-dfps.pdf

    (Applications are required. Resumes may be submitted to supplement the
    Application, and should be sent in the same fashion as described in step 2.)

    Step 2: * e-mail application to: applications@courts.state.nh.us
    * or fax application to: (603) 513-5454
    * or mail application to: Administrative Office of the Courts
    One Granite Place, Suite N400
    Concord, NH 03301
    _____

    JOB DESCRIPTION

    INFORMATION CENTER REPRESENTATIVE I - Regular, full-time position working in the New Hampshire
    Court System, subject to the sufficient and continued funding of the Judicial Branch by the Legislature.

    DEFINITION OF WORK
    This is experienced, administrative, telephone and computer-based work in the New Hampshire Court
    System. Work involves providing answers to general and specific case related questions to self-represented
    parties, attorneys and others. The Representative will assist callers by telephone and possibly by electronic
    means.

    The Information Center Representative I must acquire and maintain an understanding and working knowledge
    of court process regarding case types and administrative policies, Odyssey case management data entry, and
    rules and procedures related to court operations. The ICR I must understand the impact of attitude in handling
    calls professionally and must effectively deal with distressed callers. The person in this position must maintain
    effective and cooperative working relationships with members of the legal profession, social service agency
    personnel, court personnel and the general public. This position requires accurate clerical data entry for call
    follow-up recording purposes and may require performance of other centralized clerical functions as needed.
    Individuals in this position may be required to travel to other locations as a necessary requirement of the
    position. Individuals in this position are subject to transfer or reassignment.
    INTERNAL/EXTERNAL

    This position is distinguished from the Information Center Representative II position by the training and
    coaching responsibilities of the amount of court experience possessed, and the amount of knowledge of court
    policies, rules, procedures and forms.

    REPORTING LINES
    The Information Center Representative reports to the Information Center Manager and has no employees
    under his/her direct supervision.

    ESSENTIAL FUNCTIONS (EXAMPLES OF WORK PERFORMED)
    (Any one position may not include all of the duties listed, nor do the examples cover all the duties which may
    be performed.)

    Supports and provides superior telephone service by responding to questions directed to the Information
    Center.

    Works collaboratively with other Information Center personnel to resolve caller inquiries. Works collaboratively
    with court staff to clarify information and provide information to callers.

    Maintains confidentiality related to cases and parties.

    Identifies and responds to priority issues raised by callers.

    Uses questioning and listening skills that support effective telephone communication.

    Applies elements of building positive rapport with different types of callers.

    Incorporates appropriate voice skills to enhance positive telephone dialogue.

    Processes calls efficiently and respectfully and in keeping with the required timeframes.

    Effectively identifies calls requiring further information and facilitates transfer to local courts by accurately
    summarizing callers' inquiries for the local court staff.

    Recognizes and documents trends in calls.

    Maintains professional knowledge and stays current on changing forms and court procedures.

    Performs various tasks and related duties, as needed, to meet goals of excellent customer service.

    Identifies local court data entry consistencies and inconsistencies which impact availability of accurate and
    timely information for callers.

    Enters data for call follow-up recording purposes.

    Potentially sends written correspondence via email, fax, regular mail, or other forms of communication to court
    users in response to inquiries.

    Position may require performance of other centralized clerical functions as needed.

    Exercises good judgment in the performance of duties.

    Performs other duties as assigned.

    DESIRABLE EDUCATION AND EXPERIENCE
    High School diploma, with Information Center or customer service experience

    KNOWLEDGE, SKILLS, AND EXPERIENCE
    Must have excellent interpersonal, listening and customer service skills that support effective telephone
    communication.

    Must have excellent problem analysis and problem solving skills.

    Must be able to express ideas clearly and concisely, both orally and in writing.

    Must be proficient in the use of computers, web based systems, and with accessing and directing callers to
    information as needed from internet websites.

    Must have excellent organizational skills with the ability to prioritize and meet deadlines effectively.

    Must display time flexibility towards shifts as Information Center workload requirements change.

    Must use an effective approach in handling telephone tasks such as call transfers, call backs, hold, interruptions
    and unintentional disconnects.

    Bi-lingual skills are beneficial.

    SPECIAL REQUIREMENTS
    Must successfully pass a criminal record check.

    DISCLAIMER STATEMENT
    This position description represents general duties and is not intended to list every specific function of this
    position.

    2/2/2024
    #24-03

     

  • 1 Month Ago

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Supervisor Health Information
  • Dartmouth-Hitchcock Health
  • Lebanon, NH FULL_TIME
  • Overview Performs a variety of duties related to processing requests for release of medical information that come from patients, providers of health care, health care institutions, insurance companies...
  • 26 Days Ago

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Information Center Representative II - Temporary
  • State of Vermont
  • Sharon, VT TEMPORARY
  • OverviewThe State of Vermont Information Center Division is seeking motivated individuals with strong interpersonal skills and a desire to promote Vermont and welcome visitors to our State. Duties are...
  • 21 Days Ago

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Information Center Representative I (#24-03)
  • New Hampshire Judicial Branch
  • Concord, NH FULL_TIME
  • Position #24-03Information Center Representative ICircuit Court Administrative Office, Concord, NHRegular, Full TimeSalary Range: $35,588-$52,124 JOB DESCRIPTION INFORMATION CENTER REPRESENTATIVE I -R...
  • 1 Month Ago

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Information Center Representative I (Part-time)
  • New Hampshire Judicial Branch
  • Concord, NH PART_TIME
  • ADMINISTRATIVE OFFICE OF THE COURTS POSITION ANNOUNCEMENT #24-25 Location Position Available Salary Range External Closing DateInformation Center(Concord, NH)Information Center Representative I (Part-...
  • 24 Days Ago

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Information Center Representative II (Multiple positions are available)
  • New Hampshire Judicial Branch
  • Concord, NH FULL_TIME
  • ADMINISTRATIVE OFFICE OF THE COURTS POSITION ANNOUNCEMENT #24-13 Location Position Available Salary Range External Closing DateInformation Center(Concord)Information CenterRepresentative II (Multiple ...
  • 27 Days Ago

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0 Customer Information Center Supervisor jobs found in Concord, NH area

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Warehouse Selector- $21/Hr + Benefits!
  • All Systems Plus
  • Suncook, NH
  • Are you looking to establish a career with a greater purpose? Join our team as a Warehouse Fulfillment Specialist! You a...
  • 3/29/2024 12:00:00 AM

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Assembler
  • Connexion Systems & Engineering, Inc.
  • Manchester, NH
  • Job Description Job Description Assembler-Manchester, NH Temporary-to-Permanent 1st shift is 6am – 2:30pm 2nd Shift-3PM-...
  • 3/29/2024 12:00:00 AM

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Elliot Health Systems - Pharmacy Technician - Retail Pharmacy - Per Diem
  • SolutionHealth
  • Manchester, NH
  • Come work at the best place to give and receive care! Job Description: About Elliot Retail Pharmacy Elliot Pharmacy prov...
  • 3/28/2024 12:00:00 AM

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Production Assembler III
  • Sealite
  • Tilton, NH
  • Job Description Job Description Job Summary: Assemble and test products for the marine and aviation industry with focus ...
  • 3/28/2024 12:00:00 AM

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Assembler Manufacturing Technician 1st, 2nd and 3rd shift.
  • Connexion Systems & Engineering, Inc.
  • Manchester, NH
  • Job Description Job Description Our client is looking for an Assembler Manufacturing Technician 1st, 2nd and 3rd shift i...
  • 3/27/2024 12:00:00 AM

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Manufacturing Technicians - Assembly (Contract to Perm)
  • Merrimack Manufacturing
  • Manchester, NH
  • Merrimack Manufacturing is a growing medical device company with an exciting opportunity for a reliable and versatile Ma...
  • 3/26/2024 12:00:00 AM

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Nurse
  • Carroll County New Hampshire
  • Laconia, NH
  • Job Description Job Description Now hiring Full-time, Part Time and Part-time RNs & LPNs on ALL Shifts to join our team!...
  • 3/26/2024 12:00:00 AM

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Administrative Assistant
  • CAI
  • Concord, NH
  • Administrative Assistant Req number: R2126 Employment type: Full time Worksite flexibility: Onsite Job Summary As the Ad...
  • 3/15/2024 12:00:00 AM

Concord is located at 43°12′24″N 71°32′17″W / 43.20667°N 71.53806°W / 43.20667; -71.53806 (43.2070, −71.5371). According to the United States Census Bureau, the city has a total area of 67.5 square miles (174.8 km2). 64.2 square miles (166.4 km2) of it is land and 3.2 square miles (8.4 km2) of it is water, comprising 4.79% of the city. Concord is drained by the Merrimack River. Penacook Lake is in the west. The highest point in Concord is 860 feet (260 m) above sea level on Oak Hill, just west of the hill's 970-foot (300 m) summit in neighboring Loudon. Concord lies fully within the Merrima...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Customer Information Center Supervisor jobs
$75,510 to $105,738
Concord, New Hampshire area prices
were up 1.4% from a year ago