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)
Who we are:
The Village is one of the region's leading non-profit human service organizations. We provide behavioral health and other community services across North Dakota and Minnesota. It's a place where you can build a career and help people at the same time.
What we do:
Are you ready to take on a leadership role? The Village is accepting applications for a Clinical Supervisor in our Moorhead, MN location.
Job Duties Include:
Preferred Qualifications include:
Other attributes for this role would be to have excellent communication skills; interest in coaching, mentoring, and team building. Being self-motivated, dependable, committed to good ethics, and caring about making a positive impact in people's lives are important.
The Village strives to maintain and enhance our culture of non-judgmental attitudes by focusing on our mission and core values. These guide us in our work and help us to embrace diversity, equity and inclusion within our organization and the communities we serve.
In addition to competitive wages and benefits, The Village encourages a work/life balance and offers flexibility.
What we offer:
If you feel that this position would be a great fit for you, please fill out our 3-minute mobile-friendly application so that we can review your information. We look forward to meeting you!
The Village Family Service Center is an equal opportunity, affirmative action employer. Women, minorities, people with disabilities and protected veterans are encouraged to apply.
Must pass criminal background check.
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