Customer Information Center Supervisor jobs in Winston Salem, NC

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)

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Supervisor, Service Response Center
  • Wake Forest
  • Salem, NC FULL_TIME
  •  

    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:

    1. Supervises call center staff to accomplish the objectives of the Service Response Center including coverage and accountability 24/7. This includes assisting with the hiring, coaching, reviewing and scheduling of staff.
    2. Monitors Key Performance Indicators to ensure that metrics meet objectives. 
    3. Assists with achieving financial objectives of the Call Center, including the development of the operating and capital equipment budgets as requested.
    4. Performs and documents phone audits as part of the Quality Assurance program. Provides feedback to teammates in real-time as needed and on a scheduled quarterly basis.
    5. Assists Manager and Lead with new staff orientation and training. Assists with training all staff on new processes.
    6. Answers a variety of inbound call center calls during peak periods and at other times as available to help meet Key Performance Indicators and to assist teammates. 
    7. Coaches and leads call center reps as they provide support to customers. Handles callers’ complaints in a professional manner and seeks to provide resolutions.
    8. Assists Manager with maintaining good relationships with Health System departments that are supported by the Service Response Center. Participates in regularly scheduled meetings with key departments.
    9. Demonstrates responsibility for personal development by participating in continuing education offerings and department / hospital activities.

     

    SKILLS/QUALIFICATIONS: 

    1. Excellent oral and written communication skills
      Strong interpersonal and active listening skills
    2. Good organizational skills and attention to detail 
    3. Competency with Microsoft Word and Excel
    4. Demonstrated computer skills
    5. Exceptional customer skills are a must
    6. Clear and calm telephone-speaking voice

     

    WORK ENVIRONMENT:

    1. Clean, well-lit, comfortable office setting when working in-house
    2. Quiet and private location a requirement when working remotely
    3. Subject to interruptions and stressful situations

       

    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

          x

    50 lbs. maximum

          x

    100 lbs. maximum

     

  • 20 Days Ago

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RN Supervisor
  • Willow Valley Center for Nursing and...
  • Salem, NC FULL_TIME
  • WIllow Valley Center for Nursing and Rehabilitaiton is seeking an RN Supervisor to work on our evening shift! Offering competitive compensation and benefits. What you will do: Consult and coordinate w...
  • 20 Days Ago

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BCBA Clinical Supervisor of ABA Center
  • Intercept Health
  • Galax, VA FULL_TIME
  • BCBA Clinical Supervisor of ABA Center Annual compensation estimated from $72,000 - $88,000 Intercept Health is a family-owned agency serving various mental and behavioral health, substance use, and f...
  • 28 Days Ago

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Customer Service Supervisor
  • Rotork
  • Salem, NC FULL_TIME
  • Job DescriptionThe OpportunityThe Customer Service Supervisor is responsible for all day-to-day interaction facilitated by the customer service team. They will act as a liaison, provide product/servic...
  • 5 Days Ago

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Human Resources Coordinator
  • Global Information Technology
  • Mayodan, NC FULL_TIME
  • Job Title: Human Resources Coordinator Job Location: Mayodan, NC Job Type: Full Time Job Description: Communicate with all managers to prepare weekly event and vistor/guest schedule; communicate appli...
  • 21 Days Ago

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NCIS SharePoint Administrator
  • GD Information Technology, Inc.
  • Telegraph, NC FULL_TIME
  • Type of Requisition: Regular Clearance Level Must Currently Possess: Top Secret/SCI Clearance Level Must Be Able to Obtain: Top Secret/SCI Suitability: Public Trust/Other Required: None Job Family: Sy...
  • 1 Month Ago

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0 Customer Information Center Supervisor jobs found in Winston Salem, NC area

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Administrative Coordinator (Temporary), Office of the Secretary of the Board of Trustees
  • Wake Forest University
  • Winston Salem, NC
  • Application Instructions: External Applicants: Please upload your resume on the Apply screen. Your application will auto...
  • 3/28/2024 12:00:00 AM

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Member Experience Representative
  • YMCA of Northwest North Carolina
  • Winston Salem, NC
  • Job Details Job Location Robinhood Road Family YMCA - Winston-Salem, NC Position Type Part Time Salary Range $10.00 - $1...
  • 3/28/2024 12:00:00 AM

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Tarp Installer
  • SKIPS TRUCK & TRAILER REPAIR
  • High Point, NC
  • Job Description Job Description We are seeking a Tarp Installer to join our team! You will be responsible for installing...
  • 3/27/2024 12:00:00 AM

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Legal Administrative Support Specialist, Legal Department
  • Wake Forest University
  • Winston Salem, NC
  • Application Instructions: External Applicants: Please upload your resume on the Apply screen. Your application will auto...
  • 3/27/2024 12:00:00 AM

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Front Office Supervisor
  • Kimpton Hotels & Restaurants
  • Winston Salem, NC
  • Job Snapshot Why We're Here We believe heartfelt, human connections make people's lives better. Especially the people wh...
  • 3/25/2024 12:00:00 AM

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CNA - Greensboro, NC
  • KARE
  • Greensboro, NC
  • Join the KARE Revolution! Our mission is to transform caregivers and nurses like you into KARE Heroes who can save the d...
  • 3/25/2024 12:00:00 AM

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Special Ed: Exceptional Children - Teacher Assistant
  • Winston-Salem/Forsyth County School District
  • Winston Salem, NC
  • External Employees: Temporary Position. Must work at least 30 working days to be eligible for hire. FUNCTIONAL PURPOSE T...
  • 3/25/2024 12:00:00 AM

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Office Manager, Center for Learning, Access, and Student Success
  • Wake Forest University
  • Winston Salem, NC
  • Application Instructions: External Applicants: Please upload your resume on the Apply screen. Your application will auto...
  • 3/24/2024 12:00:00 AM

Winston-Salem is a city in and the county seat of Forsyth County, North Carolina, United States. With a 2019 estimated population of 251,907 it is the second largest municipality in the Piedmont Triad region, the fifth most populous city in North Carolina, and the eighty-ninth most populous city in the United States. With a metropolitan population of 676,673 it is the fourth largest metropolitan area in North Carolina and is expected to keep that fourth spot for many more years. Winston-Salem is home to the tallest office building in the region, 100 North Main Street, formerly the Wachovia Bui...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Customer Information Center Supervisor jobs
$70,565 to $98,814
Winston Salem, North Carolina area prices
were up 1.5% from a year ago