Inbound Contact Center Manager jobs in Champaign, IL

Inbound Contact Center Manager manages inbound contact center agents and operations focusing on selling products or services. Develops standards and monitors metrics and targets for service volume, sales, and timeliness. Being an Inbound Contact Center Manager implements sales and product training to ensure staff is updated on product and service offerings and standard customer response procedures. Sets and communicates operational policies and procedures. Additionally, Inbound Contact Center Manager may require a bachelor's degree. Typically reports to a director. The Inbound Contact Center Manager manages subordinate staff in the day-to-day performance of their jobs. True first level manager. Ensures that project/department milestones/goals are met and adhering to approved budgets. Has full authority for personnel actions. To be an Inbound Contact Center Manager typically requires 5 years experience in the related area as an individual contributor. 1 - 3 years supervisory experience may be required. Extensive knowledge of the function and department processes. (Copyright 2024 Salary.com)

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Service Desk Agent
  • Contact Government Services, LLC
  • Urbana, IL FULL_TIME
  • Service Desk Agent
    Employment Type: Full-Time, Mid Level
    Department: Information Technology

    CGS is seeking a Remote Service Desk Technician who will be responsible for answering calls, logging the calls in the ticketing system, and providing the customers with rapid and accurate answers and information. This will require the individual to possess an IT background, so he or she can assist customers in troubleshooting and resolving problems.

    CGS brings motivated, highly skilled, and creative people together to solve the government’s most dynamic problems with cutting-edge technology. To carry out our mission, we are seeking candidates who are excited to contribute to government innovation, appreciate collaboration, and can anticipate the needs of others. Here at CGS, we offer an environment in which our employees feel supported, and we encourage professional growth through various learning opportunities.

    Skills and attributes for success:
    • Handle Tier 1 service desk escalations through tickets, chat, email, or phone
    • Follow up on outstanding requests and ensure timely resolution
    • Create accounts and configure hardware as part of on-boarding process
    • Support mobility devices
    • Provides a single, identified point of contact for all Service Desk and change request services
    • Updates and maintains Service Desk records in accordance with established support procedures
    • Performs account password administration and processes new user account requests
    • Develops, maintains, and executes standard Service Desk operating procedures
    • Follows security requirements as requested by the Government Security Officer
    • Monitors customer problems to ensure prompt, satisfactory service/resolution is being provided; if necessary call the user to update them on progress
    • Processes standard change requests (ITSM tickets) for Installations, Moves, Adds, and Changes (IMACs)
    • Remain on queue and available to assist end users during the specified shifts, excluding approved breaks, lunches, or off-queue time approved by your Manager, Supervisor, and/or Team Lead
    • Manages the user’s expectations; provide information that will give details for a possible resolution or when they can expect to be contacted again

    Qualifications:
    • Must already have or be able to obtain and maintain a Public Trust Security Clearance with the Department of Justice
    • High School Diploma or equivalent with 3 years of applicable work experience
    • US Citizenship
    • Previous Service Desk Experience
    • Ability to run reports
    • Experience supporting Windows 10 and MS Office 365
    • Must be able to pay close attention to details
    • Must have the ability to adapt to changing work requirements, multiple tasks, and priorities, and be able to exercise discretion.
    • Experience with Active Directory and identity management systems, adding and modifying users, fulfilling user account requests, and troubleshooting
    • Experience with two-factor authentication, password resets, PIV setup, and device management
    • Experience with VoIP and mobile phone activation and hardware and software requests
    • Skilled in telework and virtual meeting environments
    • Experience with HID and physical point-of-entry authentication systems
    • Experience using IT ticketing systems (Remedy, ServiceNow, JIRA, etc)
    • Strong analytical and follow-through skills
    • Strong verbal and written communication skills
    • Ability to coordinate and get cooperation from multiple areas within IT to accomplish assignments
    • Ability to work well independently on defined tasks
    • Ability to work well as part of a team
    • Ability to work any shift, morning, evening, or overnight on a 24x7x365 schedule. Rotational work on holidays is required. Flexible Schedule, The startup schedule may require different hours.

    Our commitment:
    Contact Government Services (CGS) strives to simplify and enhance government bureaucracy through the optimization of human, technical, and financial resources. We combine cutting-edge technology with world-class personnel to deliver customized solutions that fit our client’s specific needs. We are committed to solving the most challenging and dynamic problems.

    For the past seven years, we’ve been growing our government contracting portfolio, and along the way, we’ve created valuable partnerships by demonstrating a commitment to honesty, professionalism, and quality work.

    Here at CGS we value honesty through hard work and self-awareness, professionalism in all we do, and to deliver the best quality to our consumers mending those relations for years to come.

    We care about our employees. Therefore, we offer a comprehensive benefits package.
    • Health, Dental, and Vision
    • Life Insurance
    • 401k
    • Flexible Spending Account (Health, Dependent Care, and Commuter)
    • Paid Time Off and Observance of State/Federal Holidays

    Contact Government Services, LLC is an Equal Opportunity Employer. Applicants will be considered without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

    Join our team and become part of meaningful government innovation!
    Explore additional job opportunities with CGS on our Job Board:
    https://cgsfederal.com/join-our-team/
    For more information about CGS please visit: https://www.cgsfederal.com or contact:
    Email: info@cgsfederal.com
  • 2 Days Ago

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Clerical Worker
  • Contact Government Services, LLC
  • Urbana, IL FULL_TIME
  • Clerical Worker Employment Type: Full-Time, Entry Department: Administrative CGS is seeking a dedicated clerical worker to join a fast-paced and hard-working team to assist with any legal accounts. As...
  • 2 Days Ago

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Data Specialist
  • Contact Government Services, LLC
  • Urbana, IL FULL_TIME
  • Data Specialist Employment Type: Full-Time, Mid-Level Department: Data Science As a Data Specialist for CGS you will help our government client in processing data using LAW. The ideal candidate will r...
  • 2 Days Ago

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Data Entry Technician
  • Contact Government Services, LLC
  • Urbana, IL FULL_TIME
  • Data Entry Technician Employment Type: Full-Time, Mid-Level Department: Legal As a Data Entry Technician for CGS, you will maintain the database by entering and updating customer and account informati...
  • 2 Days Ago

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Customer Solutions Center Manager
  • Rural King Supply
  • Mattoon, IL FULL_TIME
  • The Customer Service Manager plans, organizes, and directs the activities of the Customer Service Department as well as order entry. JOB DUTIES AND ESSENTIAL FUNCTIONS Manage a customer service call c...
  • 22 Days Ago

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Blood Center Manager
  • ImpactLife
  • Mattoon, IL FULL_TIME
  • ImpactLife is the exclusive provider of blood products and services to our partner hospitals in Illinois, Iowa, Missouri and Wisconsin. The blood center is based in Davenport, Iowa, where ImpactLife's...
  • 1 Day Ago

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0 Inbound Contact Center Manager jobs found in Champaign, IL area

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Patient Services Representative-Pulmonary & Chest Med
  • Carle Health
  • Urbana, IL
  • Position Summary: The Patient Services Representative 1 coordinates and participates in a variety of duties associated w...
  • 3/28/2024 12:00:00 AM

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Patient Services Representative-Addiction Recovery
  • Carle Health
  • Urbana, IL
  • Position Summary: The Patient Services Representative 1 coordinates and participates in a variety of duties associated w...
  • 3/28/2024 12:00:00 AM

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Customer Experience Manager
  • Michaels Stores
  • Champaign, IL
  • Customer Experience Manager page is loaded **Customer Experience Manager** **Customer Experience Manager** locationsBell...
  • 3/28/2024 12:00:00 AM

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Patient Services Representative-Addiction Recovery
  • Carle
  • Urbana, IL
  • Patient Services Representative-Addiction Recovery + Department: Addiction Recovery - CPG_10_49 + Entity: Champaign-Urba...
  • 3/26/2024 12:00:00 AM

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Patient Service Representative - Addiction Recovery
  • Carle Health
  • Champaign, IL
  • ** Job Details** **Patient Service Representative - Addiction Recovery** **Department:** Addiction Recovery - CPG **Usua...
  • 3/26/2024 12:00:00 AM

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Patient Services Representative- Onc Centr Svcs
  • CARLE
  • Urbana, IL
  • The Patient Services Representative 1 coordinates and participates in a variety of duties associated with daily clinic p...
  • 3/24/2024 12:00:00 AM

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Patient Services Representative: Pre-Anesthesia Center
  • CARLE
  • Urbana, IL
  • The Patient Services Representative 1 coordinates and participates in a variety of duties associated with daily clinic p...
  • 3/24/2024 12:00:00 AM

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Patient Service Representative
  • Carle Health
  • Urbana, IL
  • ** Job Details** **Patient Service Representative** **Department:** Infectious Disease - CWP **Usual Schedule:** Monday,...
  • 3/24/2024 12:00:00 AM

Champaign (English: /ˌʃæmˈpeɪn/) is a city in Champaign County, Illinois, United States. The city is 135 miles (217 km) south of Chicago, 124 miles (200 km) west of Indianapolis, Indiana, and 178 mi (286 km) northeast of St. Louis, Missouri. The United States Census Bureau estimates the city was home to 87,432 people as of July 1, 2017. Champaign is the tenth-most populous city in Illinois, and the state's fourth-most populous city outside the Chicago metropolitan area. It is included in the Champaign–Urbana metropolitan area. Champaign is notable for sharing the campus of the University of Il...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Inbound Contact Center Manager jobs
$82,219 to $118,041
Champaign, Illinois area prices
were up 1.3% from a year ago

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