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)
About Us
Over the past 20 years, Nexion has grown to 50 affiliate skilled nursing and rehabilitation, as well as assisted living facilities in Colorado, Louisiana, Mississippi and Texas. Our collaborative and compassionate culture provides a platform for team members to share their talents and skills to facilitate continuous improvement across the entire organization. Nexion has also taken an active stance for diversity and inclusion by establishing a Diversity Task Force to tear down divisive barriers and build unity of cultures and purpose. Our commitment to excellence begins with the unity of our team for the care of our residents, which is reflected in our positive clinical outcomes, resident and family member testimonials, customer satisfaction ratings, AHCA Quality Awards and the advancement and tenure of our associates. We invite you to experience the Nexion culture and grow with us.
The primary purpose of the RN Weekend Supervisor is to supervise the day-to-day nursing activities of the facility during your tour of duty. Such supervision must be in accordance with current federal, state, and local standards, guidelines, and regulations that govern our facility, and as may be required by the Director of Nursing Services, to ensure that the highest degree of quality care is maintained at all times.
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