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)
Full-Time, weekdays, with a half-day Saturday once a month. Otherwise, no weekends, nights or holidays! Position will be located at the 18 Degrees office in Pittsfield
General Description
Program Supervision under the direction of Family Resource Program Manager, and direct clinical services to Family Resource Centers (FRC) including Comprehensive Mental Health Assessments, including the Child Adolescent Needs and Strengths (CANS) assessment; short term treatment. Provide clinical supervision to Family Partner(s), supervision of FRC clinician (if applicable), and Care Planning to Youth and Families of the Family Resource Centers (FRC).
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0 Customer Information Center Supervisor jobs found in Pittsfield, MA area