Customer Information Center Manager manages a team that is responsible for analyzing contact center patterns, including volumes, trends, attrition rates, and contact center representative productivities. Oversees the configuration of the Automatic Call Distribution (ACD) system to automatically distribute calls uniformly among representatives. Being a Customer Information Center Manager 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 Manager 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. Requires a bachelor's degree. Typically reports to a director. The Customer Information 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 a Customer Information 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)
CIE Nonprofit Collaboration Specialist - Data Focus (Full-time, Sioux Falls)
The Nonprofit Collaboration Specialist will be joining a team responsible for implementing and coordinating the South Dakota Community Information Exchange. The role will focus on assisting in the curation and maintenance of the resources critical in building a statewide closed-loop referral system for health care and social service providers. The successful applicant will have a track record that demonstrates their talents at engaging partners to ultimately become part of a solution by understanding the importance of accurate information and communication. This position would be ideal for a versatile and dedicated professional who can engage in multiple projects to create conditions for successful systems change.
Job Requirements:
If you would like to read more about the position, click here. If you have questions on the position or would like to apply please email your resume to humanresources@helplinecenter.org