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)
Description
This position has primary responsibility for supervising the warehouse team working with the Operations manager and partnering with peer supervisors in order to meet goals and objectives.
Essential Functions Primary responsibility for Warehouse Supervisor
Competencies
Excellent verbal and written communication skills
Solves problems in a collaborative and clear manner
RF Scanners and Warehouse Management System Software
Ability to maintain confidentiality
Knowledge of FDA, DEA, OSHA regulations
Supervisory Responsibility This position has supervisory responsibility for hourly warehouse personnel
Work Environment This job operates in a climate-controlled warehouse setting. This role routinely uses and/or is exposed to material handling and packaging equipment, computers, handheld scanners, etc. Must be able to sit, stand, walk for 8 hours per day. Must be able to repetitively lift up to 50 lbs
Position Type/Expected Hours of Work This is a full-time position. Days and hours of work are Monday through Friday during day shift hours. Evening and weekend overtime work may be required as job duties demand.
Travel Limited travel may be required for training activities
AAP/EEO Statement R&S Solutions, LLC is an equal opportunity employer. We provide equal employment opportunities to all qualified persons without regard to race, creed, color, religious belief, gender, sexual orientation, age, national origin, disability, veteran status or any other status protected by law.
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