Customer Information Center Supervisor jobs in Michigan

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)

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Contact Center Supervisor
  • Victory Automotive Group Customer Contact Center
  • Ann Arbor, MI FULL_TIME
  • JOB DESCRIPTION:

    Victory Automotive Group is seeking a dedicated, supportive Contact Center Supervisor for our Corporate Contact Center. Our ideal candidate pays close attention to detail, uses critical thinking, can communicate effectively, and assist if needed to get work completed within specific time frames. The successful candidate(s) will hire employees and assist in the training process, ensuring that every agent is prepared for their calls. The Contact Center Supervisor will continue to support agents by monitoring their progress, ensuring the agents are meeting expectations, answering questions and providing feedback with ongoing coaching and inspiration opportunities. The Contact Center Supervisor should be analytical, supportive and prepared to act as a resource to agents. A successful Contact Center Supervisor should be supportive, communicative, and attentive. You should be able to assist in effectively solving issues or inquiries, while maintaining the highest level of customer service to our internal and external customers. The candidate(s) will be responsible for assisting with calls, administrative, training and coaching of agents and requires the ability to motivate individuals who love assisting others in person, creating a positive, professional and exciting office environment.


    Job Requirements:


    RESPONSIBILITIES:

    • Hiring, training, and preparing call center representatives to respond to customer questions, create schedule appointments, manage complaints and troubleshoot problems.
    • Ensuring agents understand and comply with all contact center objectives, performance standards and policies.
    • Answering agent questions regarding best practices or difficult calls.
    • Identifying operational issues and suggesting possible improvements.
    • Monitoring and evaluating agent performance, providing learning or coaching opportunities or taking corrective action if necessary.
    • Preparing reports and analyzing data to assist management as they determine call center goals.
    • Working with other supervisors and management to support agents and maximize customer satisfaction.
    • Able to manage both inbound and outbound calls.
    • Provide the highest level of customer service possible.
    • Maintain productivity standards as set by departmental needs.
    • Willingness to assist in all areas of the business, including sales, service and other requests as needed.
    • Hold and maintain yourself and others to high moral and ethical standards and conduct yourself with honesty and integrity.
    • Identifies staff training needs and coordinates development with Management team.
    • Provides administrative support to Managers.
    • Performs all other duties as assigned.

    JOB REQUIREMENTS:

    • High school diploma or equivalent, some post high school education or training a plus.
    • Minimum of 2 years leadership experience – contact center, customer service or supervisory experience.
    • Always promote and embody company vision to exceed the expectations of our customer every day.
    • Outgoing and upbeat personality that exhibits the highest level of professionalism, work ethic and dependability.
    • Ability to effectively communicate with dealership management and coworkers.
    • Keen eye for attention for detail.
    • Self-motivated with a positive attitude.
    • Somewhat proficient with technology, computers, software applications and phone systems. Working knowledge of Microsoft Office suite – strong emphasis on Excel.
    • Well-developed and effective interpersonal skills with a commitment to working collaboratively in a team environment.
    • Working knowledge of the automotive industry is preferred.
    • Understanding of company products, policies, and services.
    • Excellent verbal and written communication skills, including grammar, spelling and punctuation.
    • Excellent decision making and problem-solving skills.
    • Able to effectively train and lead employees to ensure adherence to quality standards, deadlines, and company procedures.
    • Proven ability to think strategically and evaluate performance metrics to identify trends.
    • Organizational and time management skills, as well as a strong attention to detail.
    • Professional appearance.
    • Superior dependability.
    • Works well in a team environment.
    • Must be adaptable and flexible within an ever evolving and diverse environment.
    • Ability to pass pre-employment background check and drug screening.
    • Flexibility in availability/schedule

  • 18 Days Ago

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Contact Center Customer Advocate
  • Victory Automotive Group Customer Contact Center
  • Canton, MI FULL_TIME
  • Victory Automotive Group Inc. has been recognized as one of the Top 25 ranked Privately Held Companies for 2023! Contact Center Customer Advocate Victory Automotive Group is family owned and operated,...
  • 4 Days Ago

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Customer service representative
  • DHAL INFORMATION SYSTEM
  • Detroit, MI FULL_TIME
  • Position : Customer ServiceRepresentative Location : Detroit MI Duration : Contract Pay Rate 14.00 h / r Job Designation : Responding to customer inquiries in a timelyand accurate way via phone email ...
  • 21 Days Ago

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Business Development Lead Representative
  • Victory Automotive Group Customer Contact Center
  • Ann Arbor, MI FULL_TIME
  • Victory Automotive Group is family owned and operated since 1997 with over 40 locations across the United States. We provide the best opportunities for all employees, customers, communities, and each ...
  • 16 Days Ago

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Medicaid Eligibility Specialist
  • The Information Center, Inc.
  • Taylor, MI FULL_TIME
  • GENERAL SUMMARY: Responsible for all activity related to Medicaid Eligibility, including applications and redeterminations. Acts as liaison between TIC and MDHHS. Responsible for submitting participan...
  • 1 Day Ago

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RN Case Manager - No Holidays or Weekends
  • The Information Center, Inc.
  • Taylor, MI FULL_TIME
  • Registered Nurse (RN) Case ManagerOrganization: The Information Center (non-profit)Position: Full-TimeLocation: Out-Wayne County (Headquarters in Taylor, MI)TIC makes the commitment to positively impa...
  • 1 Month Ago

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Care Associate - Full Time 2pm - 10pm>
  • Senior Lifestyle
  • New Kensington, PA
  • Senior Lifestyle - JobID: 743999972228578 [Nursing Assistant / Health Aide] As a Care Associate at Senior Lifestyle, you...
  • 3/29/2024 12:00:00 AM

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Food Hosp Svcs Assoc
  • University of Maryland Medical Center Baltimore Washington
  • Baltimore, MD
  • Job Description General Summary Under direct supervision, performs a variety of tasks within the department to ensure th...
  • 3/29/2024 12:00:00 AM

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Friday to Monday DAY Care Associate - Assisted Living (AL)
  • Senior Lifestyle Corporation
  • Battle Ground, WA
  • Company Description Do you have HEART? We are looking for individuals who can embrace our mission to purposely brighten ...
  • 3/29/2024 12:00:00 AM

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HEALTH INFORMATION SUPERVISOR
  • Muskegon County
  • Muskegon, MI
  • Description of Work The Health Information Supervisor, under the general supervision of the Client Information Manager, ...
  • 3/28/2024 12:00:00 AM

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Care Associate - Assisted Living (AL)>
  • Senior Lifestyle
  • Agoura Hills, CA
  • Senior Lifestyle - JobID: 743999971212289 [Nursing Assistant / Health Aide] As a Care Associate at Senior Lifestyle, you...
  • 3/28/2024 12:00:00 AM

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Administrative Assistant
  • City of Boston, MA
  • Boston, MA
  • Overview Under the supervision of an employee of a higher grade in Fire Prevention, the Administrative Assistant will: R...
  • 3/28/2024 12:00:00 AM

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Care Associate - Outstanding Benefits>
  • Senior Lifestyle
  • Levittown, PA
  • Senior Lifestyle - JobID: 743999971447737 [Nursing Assistant / Health Aide] As a Care Associate at Senior Lifestyle, you...
  • 3/27/2024 12:00:00 AM

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Scheduling Coordinator
  • REHOBOTH ELDERLY CARE AND COMPANIONSHIP LLC
  • Baldwin, NY
  • Job Description Job Description Home Care Coordinator Duties consist of · Coordination of all cases includes the followi...
  • 3/26/2024 12:00:00 AM

Michigan consists of two peninsulas that lie between 82°30' to about 90°30' west longitude, and are separated by the Straits of Mackinac. The 45th parallel north runs through the state—marked by highway signs and the Polar-Equator Trail—along a line including Mission Point Light near Traverse City, the towns of Gaylord and Alpena in the Lower Peninsula and Menominee in the Upper Peninsula. With the exception of two small areas that are drained by the Mississippi River by way of the Wisconsin River in the Upper Peninsula and by way of the Kankakee-Illinois River in the Lower Peninsula, Michigan...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Customer Information Center Supervisor jobs
$72,977 to $102,192