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)
Compassion~Integrity~Commitment~Innovation~Perseverance~Teamwork
The Hope Centers are excited to continue our efforts to challenge and support our students in new ways. At Hope, we believe in the power and importance of innovation. The worlds of education and therapy are constantly evolving, and we continue to learn new and creative ways to reach our students and clients to give them the best experience possible under our care.
Learn Today. Hope for Tomorrow.
Core Tasks Of Human Resources Supervisor: Oversee and manage the HR team with regular involvement in the areas of recruitment, performance management, training, HR compliance, and employee relations.
Minimum Qualifications
Bachelor's degree or equivalent, in Business or Human Resources
2 years related experience leading a team
SHRM-CP/PHR certification (Preferred)
Experience with ADP Workforce Now ® and GSuite
On-site work in Cranberry Twp, PA; General hours 8a-4p
What We Offer
Competitive Rate
Health Insurance with employer contribution
Dental and Vision Insurance provided 100% by employer
Paid Time Off
Retirement Investment Savings Plan
Professional Development
Clearances Required
Act 33 PA Child Abuse History Clearance
Act 34 PA State Criminal History Clearance
Act 114 FBI Clearance issued by the Dept of Education
Act 126 Mandated Reporter Training Certificate
Act 168 from Previous Employers where you came into contact with children
State License of Practice and/or Certification
CPR/First Aid
TB/Physical
The Hope Centers value and respect the full range of social and cultural characteristics and does not discriminate on the basis of race, color, religion, sex, age, financial ability, marital status, parenthood, disability, ethnic background, national origin, sexual orientation, gender identity or expression, military status or on any other basis that is prohibited by federal, state, or local laws. Employment at Hope Centers is strictly based upon qualifications.
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