Customer Information Center Manager jobs in Utah

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)

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Senior Director, Contact Center Operations
  • Golden Customer Care
  • Salt Lake, UT FULL_TIME
  • We’re Looking For A: Sr. Director, Contact Center Operations to lead all aspects of the Golden Customer Care’s contact center, from its daily operations to its long-term strategic success. Ensures that service levels are consummate with industry standards for responsiveness, quality, cost and most importantly, customer satisfaction. This role will define and execute effective contact center management practices to increase revenue, enhance efficiencies and improve service quality.

    The Golden Difference. How are we different from other companies?

    • Medical, Dental, and Vision insurance for no cost on employee-only plans; 75% of premium coverage when enrolling dependents
    • Employee Stock Ownership Plan (You're part owner of GCC)
    • 401k retirement contribution with company matching up to 3.5%
    • 10 days of paid vacation, 6 days of paid sick time plus holidays
    • Massive room for professional growth and results-based pay increases
    • Actually fun virtual & in-person events 

    What You’ll Be Doing:

    • Provides leadership, strategic direction and oversight for contact center operations to include fiscal accountability, effective use of staff, and other resources.
    • Creates strategic plan for contact center operations that ensures the needs of customers and the organization are met. Provide the scalability required for planned, continued growth, including the sourcing of new software and hardware.
    • Through collaboration with senior leadership ensures changes in the delivery system are incorporated into contact center operations ensuring the needs of the organization and customers are addressed appropriately.
    • Plan, direct and oversee the implementation of effective business practices, including; development of contact center policies, goals, objectives and procedures and ensure operational excellence at all levels.
    • Promote a high energy and high-performance environment that recognizes and rewards achievement and retains team members.
    • Develop strategic and tactical goals and objectives; continually evaluate the effectiveness of performance metrics in order to ensure the desired program outcomes/goals are attained.
    • Facilitate activities with related department leaders and stakeholders, provide leadership to subordinate employees, and ensure advocacy at all levels of operations.
    • Develop and adhere to management protocols and accountabilities to ensure the timely and thorough execution of Operations strategies.
    • Develop and monitor benchmark standards in order to improve customer satisfaction and service levels.

    Preferred Qualifications (Note: These are preferred and not required. We strongly encourage you to apply even if you don’t tick ALL of these boxes.):

    • Excellent relational skills and ability to get things done through teamwork, persuasion, and influence.
    • Demonstrated diplomacy and patience skills in interacting with consumers and colleagues.
    • Proven ability to use data analytics to drive operational, quality and financial performance in accordance with system established goals.
    • Technical acumen required to assess software and systems required to support company needs; the ability to identify technical requirements, monitor workforce software and adjust staffing according to volume is necessary.
    • Superior written and oral communication skills; ability to persuasively present and communicate to support business objectives.
    • Excellent work ethic, leadership skills, interpersonal and organizational skills.
    • 10-15 years’ experience in contact center management, leading the day-to-day operations of a 500 person multi-state operation.
    • Demonstrated track record of identifying operational gaps and challenges with practiced ability to implement or recommend solutions, interpret, and apply policies and procedures, deal diplomatically with others, take responsibility and consistently act with integrity.
    • Significant experience motivating and inspiring employees in a large (500 ) contact center environment with an emphasis on training and detailed metrics/measurement.
    • Travel, as needed.
    • Master’s degree, preferred.
  • 9 Days Ago

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Machine Shop Manager
  • COMTEC INFORMATION SYSTEMS
  • Redmond, UT FULL_TIME
  • Job description: We are in search of an expert level Machinist to join our growing team of professionals here in Redmond, Utah. As the manager of the Machining department at Fierce Firearms, you will ...
  • 10 Days Ago

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GC Retail Customer Service Manager Store 433
  • Guitar Center
  • Orem, UT FULL_TIME
  • Why Guitar Center? Here’s just some of the rewards: For our employees who are musicians we offer the unique opportunity of gig leave—take time off to share your music with the world and return to your...
  • 28 Days Ago

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Information Security Manager
  • Isys Technologies
  • Hill, UT FULL_TIME
  • Minimum Clearance RequiredTop Secret Responsibilities ISYS Technologies is a reputable technology services company to the Federal Government. Whether the focus is on space exploration, national securi...
  • 22 Days Ago

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Manager Health Information Management
  • Clinical Management Consultants
  • Vernal, UT FULL_TIME
  • A renowned hospital is actively seeking an accomplished professional to join its team as the Manager of Health Information Management. Apply today to become an integral part of a patient-centered heal...
  • 23 Days Ago

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Senior Manager, Information Systems
  • SmithRx
  • Lehi, UT FULL_TIME
  • Who We Are: SmithRx is a rapidly growing, venture-backed Health-Tech company. Our mission is to disrupt the expensive and inefficient Pharmacy Benefit Management (PBM) sector by building a next-genera...
  • 12 Days Ago

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Hudson Warehouse Supervisor - Located in Orlando International Airport
  • Hudson Group
  • Orlando, FL
  • Located in Orlando International Airport WE ARE OFFERING A $300 HIRING BONUS FOR JOINING OUR TEAM! Grow With Us! Hudson ...
  • 3/28/2024 12:00:00 AM

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Mammo Tech PT, Breast Center The Woodlands
  • Memorial Hermann Health System
  • The Woodlands, TX
  • At Memorial Hermann, we pursue a common goal of delivering high quality, efficient care while creating exceptional exper...
  • 3/28/2024 12:00:00 AM

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PRN CT Tech, Nights Sienna CCC
  • Memorial Hermann Health System
  • Missouri City, TX
  • At Memorial Hermann, we pursue a common goal of delivering high quality, efficient care while creating exceptional exper...
  • 3/28/2024 12:00:00 AM

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Customer Sales & Service Representative I
  • Mediacom Communications Corporation
  • Quad Cities, IL
  • Position: Customer Sales & Service Representative I Who we are: Since 1995, Mediacom Communications has become a coast-t...
  • 3/28/2024 12:00:00 AM

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Event Staff / Security - Barclays Center
  • BEST Crowd Management
  • Westbury, NY
  • Job Title: Barclays Center - Event Staff / Security Company: BEST Crowd Management Location: Barclays Center Pay: $20.80...
  • 3/28/2024 12:00:00 AM

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RN, Nights - Medical Surgical/Neuro Ortho
  • Memorial Hermann Health System
  • Houston, TX
  • At Memorial Hermann, we pursue a common goal of delivering high quality, efficient care while creating exceptional exper...
  • 3/28/2024 12:00:00 AM

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Pediatric CVOR Scrub RN Full-Time Evenings
  • Memorial Hermann Health System
  • Houston, TX
  • At Memorial Hermann, we pursue a common goal of delivering high quality, efficient care while creating exceptional exper...
  • 3/28/2024 12:00:00 AM

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RN, Nights - Advanced Heart Failure ICU
  • Memorial Hermann Health System
  • Houston, TX
  • At Memorial Hermann, we pursue a common goal of delivering high quality, efficient care while creating exceptional exper...
  • 3/28/2024 12:00:00 AM

Utah is known for its natural diversity and is home to features ranging from arid deserts with sand dunes to thriving pine forests in mountain valleys. It is a rugged and geographically diverse state that is at the convergence of three distinct geological regions: the Rocky Mountains, the Great Basin, and the Colorado Plateau. Utah is one of the Four Corners states, and is bordered by Idaho in the north, Wyoming in the north and east; by Colorado in the east; at a single point by New Mexico to the southeast; by Arizona in the south; and by Nevada in the west. It covers an area of 84,899 sq mi ...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Customer Information Center Manager jobs
$93,930 to $128,177

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