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)
The Customer Care Center Supervisor supports customers by providing helpful information, answering questions, and responding to complaints. They're the front line of support for our customers and they help ensure that customers are satisfied with their parking experience. This position supervises up to 5 employees and works closely with the CCC Manager to ensure all work is complete and shifts are filled.
Duties and Expectations
· Respond to calls for assistance via an intercom system and telephone
· Prepare daily and weekly reports
· Maintain activity logs
· Work with other departments to ensure issues are resolved
· Assist in ensuring all shifts are filled
· Hire, train and inspire employees
· Bring new ideas and positive energy
· Other duties as assigned
Minimum Requirements for Customer Care Center Supervisor
· Excellent English verbal and written communication skills
· Valid driver’s license
· Basic computer skills
· Proficient in Microsoft Office Excel and Word
· Second shift plus additional shifts as needed
· On-site position not remote
Benefits
· Medical and Dental Insurance
· 401K and match
· PTO
Looking for someone that wants to step in, learn/observe everything and then create a plan and implement changes to make this a best-in-class customer care center. That includes continued training for the agents.
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0 Customer Information Center Supervisor jobs found in Minneapolis, MN area