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)
GENERAL SUMMARY:
Under the direction of the Nurse Manager or Administration, assumes accountability for a clinic/department with multiple staff members (i.e., RNs, MAs, LPNs, etc.). Provides first line management responsibilities including clinical leadership and supervisory support to an assigned clinic/department. Performs duties of a Registered Nurse in the coordination and delivery of quality compassionate patient care. Utilizes the nursing process of assessment, planning, implementation, and evaluation to provide, delegate, supervise and document care and teaching of patients and families. Works in partnership with the Nurse Manager, the health care team and medical group leaders to ensure a quality practice setting that supports professional nursing practice and quality patient care. Demonstrates clinical competence. Participates in planning and budget development.
EDUCATION/EXPERIENCE REQUIRED:
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