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)
First line supervision of housekeeping employees engaged in facility cleaning activities. Receives work
assignments from Support Services Manager. Establishes daily work schedule, assigns duties, issues supplies
and equipment and inspects completed work. Recommends to Support Services Manager personnel actions
such as promotions, demotions, transfers or discharges. Aides in selecting and/or trains new employees.
Reviews procedures to assure efficient and standardized work methods.
This is a working supervisor position with a minimum of 60 hours working within the department and 20
hours will be dedicated for clerical/management tasks per pay period.
Continued employment and raises in this position are dependent upon Central Montana
Medical Center's fiscal viability and:
•
Actions and communications that contribute to a team concept and create a
positive environment for all customers
•
Acceptable performance of essential and all job duties
•
Acceptable attendance record
•
Accountability for safety to self, patients, visitors and all customers, and care of
equipment and building
•
Adherence to departmental and facility policies and procedures, education
requirements, compliance monitoring and reporting, and CMMC Code of
Conduct
•
Accountability for the consequences of own actions
•
Physical and emotional ability to perform essential functions
•
Acceptable background investigation results if required for position
Minimum Education, Experience, Licensure, Certification required:
High School or equivalent
Sufficient previous experience in housekeeping functions.
Preferred supervisory experience in housekeeping functions.
ESSENTIAL FUNCTIONS/DUTIES:
(Must be able to perform with or without accommodation)
1 Aides with audits and gathering data for Quality Assurance and Infection Prevention.
2 Recommends adjustments when creating and maintaining policy and procedures.
3 Aides with interviews and hires employees with Support Services Manager
4 Responsible creating work schedules for Environmental Services
5 Conducts investigations with department manager and recommends disciplinary actions.
6 Recommends actions for employees evaluations
7 Responsible for training/counseling staff on protocol and departmental/facility policy.
8 Leads and works with cleaning crew in assigned areas.
9 Inspects supplies and requisitions them from stock.
10 Demonstrates use of cleaning materials and equipment and explains methods of cleaning to
ensure the most efficient and economical use of materials and manpower.
11 Tours and inspects project areas for quality of work performed and adherence to established
policies and procedures.
12 Instructs personnel in use of new equipment, cleaning techniques/methods, and cleaning
agents.
13 Requisitions consumable supplies for the Environmental Services department.
14 Performs other related duties as assigned or requested.
Knowledge, Skills, Abilities:
Knowledge in supervisory experience in housekeeping functions of basic housekeeping skills.
Communication skills to effectively relate to subordinates/coworkers.
Ability to work effectively with co-workers, other CMMC employees, and general public.
Ability to adapt to fluctuations in workload.
Judgement to demonstrate as sound and fair practices. Seek guidance and direction when needed.
OCCUPATIONAL EPOSURE for this position:
Category I Direct contact with blood or other bodily fluid to which
universal precautions apply
Category II Activity performed without blood/bodily fluids exposure,
but exposure may occur in emergency
Category III Task/activity does not ordinarily entail predictable
exposure to blood/bodily fluids
OTHER EPOSURE for this position:
Radiation
Noise
Other (Specify) Exposed to housekeeping/cleaning agents/chemicals.
Work in precarious or high locations (ladders, scaffolding
etc.)
PHYSICAL DEMANDS:
(Essential functions strength rating for position - see Job Analysis)
Sedentary Exert up to 10# occasionally or negligible force frequently
Light Exert up to 20# occasionally, < 10# frequently or
negligible force constantly Medium Exert up to 50# occasionally, up to 25# or up to 10#
constantly
Heavy Exert up to 100# occasionally, up to 50# frequently or up
to 20# constantly
Very Heavy Exert > 100# occasionally, > 50# frequently or
> 20# constantly
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