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)
TIC Counselors assist tourists by answering, with exceptional tact and courtesy, questions concerning tourist attractions, including general, regional, and local history, and giving directions to points of interest. Work is performed with considerable independence.
Qualifications: customer service experience, good communication skills, professional attitude and must be knowledgeable on the state of Illinois. Must be able to lift 50 lbs. and must be able to work weekends.
If you are interested in this position, please pick up a job application, in person, at Rend Lake North Tourist Information Center, located in the rest area at 80N I-57 Northbound, north of Benton, IL. The TIC is open Thursday - Monday, 9am-5pm. For more information please call 309-255-6898.
Job Type: Full-time
Benefits:
Schedule:
Education:
Ability to Relocate:
Work Location: In person