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)
About IHTC
At the Indiana Hemophilia & Thrombosis Center (IHTC), we offer a future where people with rare blood disorders flourish. Our experts provide the highest quality comprehensive services and holistic care to patients with bleeding, clotting and other hematologic disorders, and to their families.
What You Will Do
As Chief Information Officer (CIO) of the IHTC, you will provide vision and leadership for developing and implementing technology, voice/video communications, and clinical/business application and data service initiatives that improve cost effectiveness, health care service quality, and business development. You will additionally be responsible for a budget in excess of $4.5 million. This role leads the organization in planning and implementing information systems to support both local and remote clinical and business operations, and achieve cost beneficial Center-wide IT operations.
The Opportunity
This position is a hybrid role, with partial remote and partial on-site work at our Center in Indianapolis, IN. Relocation may be offered.
This position requires occasional travel for business meetings, conferences, or other company events.
Requirements
This position requires a visionary approach in the development of IT strategies in support of the business enterprise, as well as an appreciation of the value of diversity and inclusion in driving innovation and achieving results.
Why join our team?
The IHTC is a not-for-profit program based in Indianapolis and offers a competitive salary and benefit package.
The IHTC is the only federally designated comprehensive hemophilia program in Indiana and serves the entire state through services available in Indianapolis and at outreach clinics.
The IHTC is a leader in hemophilia care, education and clinical research and has a dedicated on-site multidisciplinary staff to ensure availability of a wide range of required services.
The IHTC participates in national and international clinical research, including new infusion products and therapies, investigation of long-term outcomes, and the impact of associated conditions. The IHTC research program provides patients access to new therapies, and an opportunity to improve care. Our center has more than 50 clinical research projects involving bleeding disorders, sickle cell disease, thrombosis and more.
The Indiana Hemophilia and Thrombosis Center is an Equal Opportunity Employer.
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