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)
Business Support Center Supervisor
We are searching for an experienced Business Support Center Supervisor at our Palmer HQ facility.
Primary Duties and Responsibilities:
Under the direction of the Director of Sales & Support, the Business Support Center Supervisor manages the day to day activities of the Business Support Center operations. Primary responsibilities include the hiring, training, scheduling, and career development of staff to provide an excellent customer experience. Monitor and ensure support center staff are appropriately engaged and resources are utilized in an effective efficient manner. Ensure continuous improvement is provided to subordinates through call coaching, process training, mentoring and performance tracking. Closely monitor network trends to improve internal processes for delivery of services. Coordinate with other departments in developing policies to simplify and improve service delivery. SPECIFIC TASK DESCRIPTION
Required Qualifications:
EDUCATION: Post-Secondary Degree in an IT discipline preferred. Complete achievement of the above-mentioned specification may not be required if, in the opinion of the MTA hiring manager, a particular candidate possesses significant offsetting characteristics, such as past accomplishments, experience, education, or estimation of future potential. WORK EXPERIENCE:
*full (PDF) job description available upon request*
Employment Type: Full - Time
Compensation Type: Annual Salary