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)
1. Competence and Collaboration. The employee consistently demonstrates a positive work ethic and commitment to the organization. The employee communicates easily and effectively with staff and management to increase productivity and organization. The employee notifies supervisor of any important information pertaining to IT functions or the organization. |
2. Knowledge. The employee consistently demonstrates knowledge of policies, procedures, operating guidelines, and current compliance standards. |
3. Professionalism. The employee handles themselves professionally at all times in interactions with other team members. The employee stays organized and communicates appropriately with all staff and third-party vendors. The employee professionally represents the company when providing IT support. |
At Master Center for Addiction Medicine, we transform the lives of our patients. We transform the model of care for the addiction treatment industry. And we are transforming the landscape of addiction treatment through innovation and growth. Join us in our mission and make a true impact on people, families and your community!
Clear All
0 Customer Information Center Supervisor jobs found in Richmond, VA area