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)
Job Description
JOB TITLE: Support Coordinator
PROGRAM/DEPARTMENT: Administration
SUPERVISOR: Director of Operations
DATE WRITTEN: 10/2017
DATE REVISED: 12/07/2021
Education and Training: High school diploma and at least 2 years of experience required. Bachelor’s degree preferred.
Qualifications and Experience: Two years of experience, preferably in a non-profit setting, with practice in social service resources and referrals, public relations, and presentation/distribution of printed materials. Sound organizational ability, a high degree of energy, creativity, and initiative. Highly developed interpersonal, oral, verbal, written, and listening skills. Able to perform multiple tasks on computer. Knowledge and proficiency in a variety of computer programs (i.e., Microsoft Word, Excel, Adobe) and experience with database management.
Brief Position Summary: The Support Coordinator —under the direction of the Director of Operations—is responsible for the administrative support of The Family Tree Agency. Greet The Family Tree clients and assist with scheduling counseling and education appointments. Maintain filing system and record keeping. Assist the staff in a supportive role to ensure program operations and functions are upheld. Perform other clerical work as assigned. Operate cooperatively as part of a multi-disciplinary team.
Major Duties and Responsibilities:
I. Quality of Work and Initiative/Assessment:
II. Utilization of Time/Planning:
III. Knowledge of Job/Decision-Making/Implementation:
IV. Other Behavioral Factors/Evaluation:
V. Working Conditions:
The Family Tree staff is a team and considers it a responsibility for all staff to extend a welcome and a helpful attitude to all customers, visitors, donors, potential customers, and other staff members.
Primary Work Location: This position will be approximately 90% inbound (e.g., planning, writing, database management, clerical), and 10% outbound (e.g., assistance with outreach and event planning).
The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel so classified in this position. This job description is subject to change as the needs and requirements of the job change.
Job Type: Full-time
Pay: From $15.00 per hour
Benefits:
Schedule:
License/Certification:
Work Location: In person
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