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)
Summary:
This position is responsible for onsite implementation and support of organizational, departmental, and end-user systems and applications in a clinical and business environment. Exhibits strong communication, organizational, and customer service skills. Installs, configures, maintains, troubleshoots, tests, and integrates complex computer equipment and healthcare systems. Coordinates information system priorities and implements projects and tasks. Takes initiative and collaborates with other IT resources to resolve problems. Performs other duties as assigned.
Education/Training & Experience:
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Education/Formal Training |
Work Experience |
Credential/Licensure |
REQUIRED: |
Associate's degree in Computer Information Technology or other relevant computer technology. |
Must have at least two (2) years of end-user desktop application support experience or other similar experience. |
N/A |
PREFERRED: |
Bachelor’s degree in Computer Engineering or other relevant computer technology. |
N/A |
N/A |
SUBSTITUTIONS ALLOWED: |
Applicable experience may be substituted in lieu of educational requirements. |
N/A |
N/A |
Knowledge/Skills/Abilities:
Key Job Responsibilities:
Physical Demands/Conditions:
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