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)
Title: Project Manager - Call Center Technology
Duration: 1 year (Possibility of extension)
Location: Providence, RI (Onsite from Day 1)
Number of Hours/week: 35hrs/Week
The Project Manager Senior has overall responsibility for overseeing small to large projects from initiation to close-out. This will include providing recommendations to improve operations and smoothly transitioning projects to ongoing Maintenance & Operations. This role will be instrumental in assisting the client's team in leading modernization of call center tools including Workforce Management, and enhanced CRM capabilities. The Project Manager monitors and identifies project risks, issues, and trigger events, ensures the alignment, buy-in, and coordination of project stakeholders; and assists with reviews of vendor performance levels, ensures service level agreements are met, and supports the contract negotiations with vendors. The responsibilities of the Project Manager Senior require strong project management, knowledge of software development processes and exceptional leadership and communication skills.
Responsibilities:
EDUCATION:
EXPERIENCE AND REQUIRED SKILLS:
Clear All
0 Customer Information Center Supervisor jobs found in Providence, RI area