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)
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 or chat. Identifying customerneeds and helping customers resolve complicated customercomplaints.
Responsibilities :
Manage large amounts of inbound / outbound phone calls.
Manage email inbox.
Identify and assess customers needsto achieve satisfaction.
Build sustainable relationshipsand trust with customer accounts through open and interactivecommunication.
Provide accurate valid and completeinformation by using the right methods / tools.
Meetpersonal / team targets and call handling quotas.
Handlecustomer complaints provide appropriate solutions and alternativeswithin the time limits; follow up to ensure resolution.
Keep records of customer interactions process customer accounts andfile documents
Follow communication proceduresguidelines and policies.
Requirements and skills
2year minimum customer supportexperience
Strong phone contact handling skills andactive listening
Ability to adapt / respond to differenttypes of customers.
Excellent communication andpresentation skills
Ability to multitask prioritize andmanage time effectively.
Must be highly flexible andhave the skill to work in a fastpaced dynamic environment wherepriorities demands and timelines can shift.
High schooldiploma
Experience with Word and Excel
Last updated : 2024-02-23
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