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)
Who are we?
We are a growing and continuously improving team of passionate people. We provide a range of community mental health and substance abuse counseling services. We are people helping people. Where they are.
In addition to being someplace you belong and people who care about your growth. We are a community that provides Healthcare Insurance, Telehealth, Dental, Vision, Life and AD&D, Company Paid and Voluntary Life Insurance, an Employee Assistance Program (EAP), PTO, Paid Holidays (10), and 403(b) Retirement with a company match.
Family Resource Center is an Equal Opportunity Employer and a Drug Free Work Place, with policies prohibiting the use, possession, and/or distribution of medical marijuana as well as smoking, vaping, or other use of tobacco on our premises. We base employment on qualifications, merit, and organizational/community need. Our goal is to be a diverse workforce representative of the citizens we serve.
If you require accommodations for the application process or to perform the essential job functions due to a disability, please contact the Human Resources Department at humanresources@frcohio.org. We are committed to providing appropriate accommodations to ensure equal opportunities for all applicants.
We'd love to hear from you. Click "apply" to submit your resume and then learn more about us by visiting our website at https://www.frcohio.com/
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