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)
Position: Project Manager Internal 3
Location: Boulevard Orlando, WV - 32817
Duration: 12 Months
How you will make an impact:
What You Bring
• Previous project management experience (4-5 years) including management/oversight of project profit and loss and leading cross functional teams. 5-year experience in managing international projects and customers.
• The candidate must have PMP or IPMA Certification. This requirement will transition to IPMA Certification by 2026. The candidate will be expected to complete the IPMA Certification by the start date
Job Types: Full-time, Contract
Salary: $45.00 - $50.00 per hour
Benefits:
Schedule:
Work Location: In person