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)
DC Supervisor - 2nd Shift
Description - External
Manages the departmental shift activities within the distribution center in accordance with company policies and procedures.
1. Responsible for the interviewing, hiring and supervision of Material Handlers, Ticketers and DC clericals. Provides training, sets performance goals and provides evaluative feedback to all direct reports.
2. Plans, organizes and distributes work assignments to associates so that financial goals are met or exceeded. Monitors completion of job assignments.
3. Prepares and conducts performance appraisals for Material Handlers, Ticketers and DC clericals.
4. Initiates, conducts and seeks appropriate approvals involving disciplinary action up to and including terminations of all D&TS associates within assigned area.
5. Ensures department-level compliance with key company standards of safety, facility maintenance, postings/notifications and other administrative duties as identified and/or directed by MGR, Operations.
6. Takes proactive role in establishing and carrying out shrinkage control disciplines and programs and accepts high level of responsibility for distribution center's shrinkage performance.
7. Assumes all supervisory responsibilities concerning Human Resources policies and procedures and wage administration including daily and weekly KRONOS payroll processing.
8. Uses discretion and independent judgment while maintaining the integrity of our Mission, Vision and Values statement in making all business decisions.
Qualifications - External
1. One year previous experience in a supervisory capacity within a Distribution Center strongly preferred.
2. Working knowledge of general Distribution Center operations is required.
3. Demonstrable leadership ability required.
4. Previous Warehouse Management System (WMS) and PC knowledge and ability required.
5. Strong verbal and written communication, organizational and time management skills required.
6. Ability to perform physical activity at a sustained pace including walking, bending and lifting within a Distribution Center environment required.
We will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws.
Job Type: Full-time
Benefits:
Schedule:
Experience:
Work Location: In person
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