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)
FLSA Status: Nonexempt
Original Date: January 2024
Last Revised:
JOB SUMMARY:
Supervises, monitors and assists 2nd and 3rd shift call center representatives. Performs Quality Assurance audits and provides feedback to teammates to ensure the highest quality customer service standards are maintained. Responsible for answering calls during busy periods and during low staffing periods. Provides assistance/resolution to internal and external inquiries as needed. Represents department at meetings as needed. Maintains professional attitude and confidentiality at all times. Demonstrates flexibility in work schedule as needed.
EDUCATION/EXPERIENCE:
Bachelor’s degree in Business, Psychology or other related field. Extensive experience will be considered in lieu of a degree.
Minimum of 2 year’s management experience preferred
Experience in training adults preferred
Customer service experience preferred
LICENSURE, CERTIFICATION, and/or REGISTRATION: N/A
ESSENTIAL FUNCTIONS:
SKILLS/QUALIFICATIONS:
WORK ENVIRONMENT:
PHYSICAL REQUIREMENTS:
0% | 35% | 65% | ||
to | to | to | ||
35% | 65% | 100% | N/A | Activity |
x | Standing | |||
x | Walking | |||
x | Sitting | |||
x | Bending | |||
x | Reaching with arms | |||
x | Finger and hand dexterity | |||
x | Talking | |||
x | Hearing | |||
x | Seeing | |||
X | Lifting, carrying, pushing and or pulling: | |||
x | 20 lbs. maximum |
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x | 50 lbs. maximum |
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x | 100 lbs. maximum |
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0 Customer Information Center Supervisor jobs found in Winston Salem, NC area