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)
Position Title: Health Information Instructor
Position Level: Instructor
Reports To: Director of Workforce Development
Status: Salary, Exempt, Full-Time (32 hours per week, one-year term position)
Hiring Range: $46,000 - $51,000
Prepared Date: February 2024
About WMCAT
The West Michigan Center for Arts Technology (WMCAT) provides a culture of opportunity for people to make social and economic progress in their lives and community. We fulfill our mission through visual arts and tech engagement, workforce development, and social enterprise.
Workforce Development builds income security with families and young adults through post-secondary exploration, career training, and leadership development.
The tuition-free Adult Career Training Program provides Kent County adults experiencing under- or unemployment a pathway to income stability and long-term family economic security through career training and leadership development. The program offers training in Health Information, Pharmacy Technician, and Cybersecurity. Through professionally led instruction, Leadership by Design personal and professional development curriculum, externships with local employers, and on-site supports, students prepare to take certification exams and enter their new career field.
Position Description
The Health Information Instructor provides career training for students in the Adult Career Training Program studying health information through academic instruction, exam preparation, experiential learning, and externship experience coordination. An integral member of the Workforce Development team, the instructor curates a culture of trust and encouragement in the classroom and is part of the students’ team of support.
The ideal candidate is committed to providing quality, student-centered experiences; is able to work collaboratively with diverse stakeholders both internally and externally, building positive relationships with staff, students, and partners; and is energized by leveraging career training to build income security with students.
*Classes in the Health Information pathway of the Adult Career Training Program run from September through June each year. Administrative duties and alumni support including coordinating and facilitating Certified Professional Coder (CPC) certification bootcamps are expected throughout the whole year. The Health Information Instructor schedule and compensation are based upon the following approximate annual schedule:
Essential Duties Responsibilities
Instruction
Student Support
WMCAT Mission Organizational Expectations
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