Customer Information Center Manager jobs in the United States

Customer Information Center Manager manages a team that is responsible for analyzing contact center patterns, including volumes, trends, attrition rates, and contact center representative productivities. Oversees the configuration of the Automatic Call Distribution (ACD) system to automatically distribute calls uniformly among representatives. Being a Customer Information Center Manager 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 Manager 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. Requires a bachelor's degree. Typically reports to a director. The Customer Information Center Manager manages subordinate staff in the day-to-day performance of their jobs. True first level manager. Ensures that project/department milestones/goals are met and adhering to approved budgets. Has full authority for personnel actions. To be a Customer Information Center Manager typically requires 5 years experience in the related area as an individual contributor. 1 - 3 years supervisory experience may be required. Extensive knowledge of the function and department processes. (Copyright 2024 Salary.com)

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Information Technology Manager 14
  • Information Technology Manager 14 New
  • Lansing, MI FULL_TIME
  • Salary
    $34.78 - $50.85 Hourly
    Location
    Lansing, MI
    Job Type
    Permanent Full Time
    Job Number
    0801-24-22-71ss
    Department
    Technology, Management and Budget
    Opening Date
    09/05/2024
    Closing Date
    9/22/2024 11:59 PM Eastern
    Bargaining Unit
    NON-EXCLUSIVE REPRESENTED EMPLOYEE (NERE)

    Job Description

    JOB DESCRIPTION: First level supervisor responsible for project management staff in the Program Management Office (PMO) supporting LARA. Provide oversight and leadership for the project management functions supporting the agencies. Provide mentoring and support to senior and junior project managers to ensure that the State Unified Information Technology Environment (SUITE) methodology is consistently followed. Interface with Agency Services managers. Escalate issues as needed to ensure timely re
    solution.

    View the Position Description here.

    Knowledge, Skills & Abilities:

    Thorough knowledge of Project Management principles, concepts and practices.
    Thorough knowledge of system development methods used for the development of new systems and enhancements to existing information systems.
    Thorough knowledge of advanced concepts and basic operating principles of data communications and information systems hardware and software.
    Ability to work in a team environment involving matrix organizations.
    Ability to resolve conflicting high-priority requirements.
    Ability to communicate the needs of others effectively.
    Ability to gather and analyze facts, draw conclusions, define problems, and suggest solutions.
    Ability to conduct training and informational sessions.
    Ability to communicate effectively, build consensus, facilitate working sessions, and negotiate solutions and alternatives.
    Ability to maintain favorable public relations and perform problem/issue resolution.

    IT Signing Bonus Language

    This position may be eligible for a sign-on bonus up to $3,500. Up to $1,750 to be paid upon new hire and the remainder to be paid after satisfactory completion of the initial probationary period (12-month period). This does not apply to current state employees.
    Classifications for the $3,500 bonus are:
    Information Technology Manager


    DTMB-Jobs

    Required Education and Experience

    Education
    Possession of a bachelor's degree with not less than 21 semester (32 term) credits in one or a combination of the following: computer science, data processing, computer information systems, data communications, networking, systems analysis, computer programming, information assurance, IT project management or mathematics.

    Experience
    Three years of professional experience equivalent to an Information Technology Infrastructure, Programmer/Analyst or IT Project Coordinator P11 or one year equivalent to an Information Technology Infrastructure, Programmer/Analyst or IT Project Coordinator 12.

    Alternate Education and Experience

    Three years of experience as a computer programming supervisor or Information Technology
    Supervisor may be substituted for the education and experience.

    Additional Requirements and Information



    You must apply for this vacancy through the NEOGOV system;

    If applicable, attach copies of official college transcripts to your application. (Internet version of transcripts will not be accepted) Failure to attach applicable transcripts may result in your application being screened out.

    You must attach a detailed resume to your application (word or pdf). You will also need to attach (word/ pdf) a cover letter describing what strengths and work experience you bring to this position. Failure to do so will result in your application packet being screened out as incomplete.

    Your application for any position does not guarantee that you will be contacted by the Department/Agency for further consideration. Only those applicants interviewed will be notified of the results.

    The department reserves the right to close this posting prior to its original end date once a sufficient number of applications have been received.


    State employment also offers rewarding careers where you can help Michiganders enjoy better lives. Many State of Michigan jobs offer alternate work schedules and remote-work options that can help give the flexibility you need. The State of Michigan has been recognized as a leading U.S. employer by new graduates from 2021-2023 and a best large U.S. and state employer. Recognized on the international stage for fostering positive employee engagement, the State of Michigan is a past recipient of a North America Government Agency Employees Engagement Award.
    More details on benefits for our new hires are below:

    Rewarding Work: State of Michigan jobs allow you to serve Michiganders in many different ways depending on your interests and skills. Help preserve and protect our environment and the public health; enforce state laws and regulations; advocate for children, families, and victims of discrimination; support our state’s military and veterans; rebuild our state’s infrastructure; or support other state agencies through our fiscal, IT, and HR systems.

    Insurance Benefits: The State of Michigan offers health, mental health, dental, and vision insurance to eligible career employees, their spouses, and their children. The state also covers a life-insurance benefit of two times employees’ annual salary (up to $200,000). The state also offers long-term-disability insurance that can provide continuing benefits if an injury or illness prevents employees from working. More information is available at www.mi.gov/employeebenefits.

    Retirement Programs: The State of Michigan offers 401(k) and 457 plans for new hires to save for retirement. The state will automatically contribute an amount equal to 4% of your pay to a 401(k) account. The state will also match up to 5% of your pay if you contribute to your 401(k) account. Your contributions vest immediately, and the state’s contributions fully vest after just 4 years. More information is available at http://www.mi.gov/orsstatedc.

    Vacation and Sick Leave: Eligible full-time employees receive between 15 and 35 personal days and 13 sick days per year that may be rolled over to the following year if not used. Eligible employees also receive an additional day each year for community service or school functions.

    Paid Parental Leave: Eligible employees can take 12 weeks of paid leave immediately after a birth or adoption to allow needed time together at home with a new child.

    Paid Holidays: Eligible employees receive 13 or 14 paid holidays each year including New Year’s Eve and Day, Martin Luther King Jr. Day, Presidents’ Day, Memorial Day, Juneteenth, the Fourth of July, Labor Day, Election Day, Veterans Day, Thanksgiving, Thanksgiving Friday, Christmas Eve and Day.

    Bonus Programs: Eligible employees with five years of service also receive annual longevity bonuses that grow as seniority increases. Some positions also may qualify for recruitment, retention, and performance bonuses or other special pay premiums.

    Military Pay Differential: Employees in the guard or reserves may also qualify for supplemental pay benefits if miliary pay during qualifying duty is less than normal state pay. Prior military service may also allow seniority credits to accelerate eligibility for longevity bonuses and additional personal leave accrual.

    Tax-Advantaged Programs: In addition to 401(k) and 457 retirement accounts, the state also offers flexible spending account (FSA), health savings account (HSA), and qualified transportation fringe benefit (QTFB) programs that can help you save money by reducing your taxable income.

    Student Loan Forgiveness: Working for the State of Michigan may allow you to participate in programs that forgive the balance of qualifying student loans. Information to help determine if you could qualify is available from the U.S. Department of Education.

    Tuition Reduction: Some colleges and universities offer savings to eligible employees and family members to further their education while working for the State of Michigan.

    Professional Development: To help develop your career, programs are available to apply for reimbursement of up to $2,000 a year for education and training for college course credits and non-degree programs.

    Alternative and Remote Work Schedules: Depending on the nature of their duties, many state jobs offer flexible work schedules and remote or hybrid telecommuting options that can help obtain the work-life balance that you seek.

    Great Lakes and Great Times: Michigan boasts four Great Lakes, 11,000 inland lakes, 36,000 miles of rivers and streams, 20 million acres of forests, 100 state and national parks and recreation areas, 1,300 miles of bike trails, 6,500 miles of snowmobile trails, the second-most ski areas in the nation, 650 public golf courses, 600 campgrounds, and an international dark-sky park—just for starters. Our cities offer concerts and cultural events, storied sports teams, education hubs, vibrant downtowns, one-of-a-kind craft beverages, and renowned restaurants for every appetite. From urban centers to beach towns to the great outdoors, the opportunities are endless. With your state salary and benefits and Michigan’s affordable cost of living, you can explore all that Michigan has to offer.

    Updated: 2/28/24

  • 24 Days Ago

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Departmental Analyst 9-P11 - CSA - Adoption Assistance Funding Analyst - Lansing
  • IT Manager (ITM14) Configuration and Customer...
  • Lansing, MI FULL_TIME
  • Salary $1,912.00 - $2,996.80 Biweekly Location Lansing, MI Job Type Permanent Full Time Job Number 4301-24-CSA-AGAO-153-FILL Department Health and Human Services - Central Office Opening Date 09/13/20...
  • 23 Days Ago

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Registered Nurse 12 - MDS
  • IT Manager (ITM14) Configuration and Customer...
  • Marquette, MI FULL_TIME
  • Salary $35.56 - $46.81 Hourly Location Marquette, MI Job Type Permanent Full Time Job Number DJJHV-24-112 Department Military and Veterans Affairs - Michigan Veteran Homes Opening Date 09/13/2024 Clos...
  • 24 Days Ago

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Industries Production Leader 8-E10
  • Information Technology Manager 14
  • Adrian, MI FULL_TIME
  • Salary $45,864.00 - $70,428.80 Annually Location Adrian, MI Job Type Permanent Full Time Job Number 4709-24-3372-KS Department Corrections - Michigan State Industries Opening Date 09/16/2024 Closing D...
  • 2 Months Ago

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Departmental Analyst (Trainee) 9-P11 (Field Analyst)
  • Information Technology Manager 14
  • Dimondale, MI FULL_TIME
  • Salary $23.04 - $37.46 Hourly Location Dimondale, MI Job Type Permanent Full Time Remote Employment Flexible/Hybrid Job Number 2701-24-13-102 Department Treasury Opening Date 09/06/2024 Closing Date 9...
  • 2 Months Ago

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Laborer 5-E6
  • Information Technology Manager 14
  • Lansing, MI FULL_TIME
  • Salary $19.78 - $26.15 Hourly Location Lansing, MI Job Type Permanent Full Time Job Number 0701-24-13-76MFM Department Technology, Management and Budget Opening Date 09/04/2024 Closing Date 9/18/2024 ...
  • 2 Months Ago

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Client Service Representative/Reception
  • VetEvolve VA LLC
  • Ashburn, VA
  • Job Type Part-time Description Have you worked in the customer service industry, and are looking to pair this experience...
  • 11/5/2024 12:00:00 AM

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Customer Center Representative
  • Marathon TS
  • Sterling, VA
  • Job Description Job Description Call Center Customer Service Representative Fully Remote Come join a company that strive...
  • 11/4/2024 12:00:00 AM

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Field Service Representative
  • Schneider Electric
  • Ashburn, VA
  • Great people make Schneider Electric a great company. Schneider's Field Service Representatives play an impactful role w...
  • 11/4/2024 12:00:00 AM

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Community Experience Associate (New Homes)
  • Van Metre Companies
  • Aldie, VA
  • At Van Metre, we believe that each employee contributes directly to our growth, success and culture. We seek out candida...
  • 11/4/2024 12:00:00 AM

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Member Services Representative Weekends (6AM-2PM)
  • Planet Fitness Inc.
  • Sterling, VA
  • Job Summary The Member Services Representative will be responsible for creating a positive member experience by providin...
  • 11/4/2024 12:00:00 AM

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Clinical and Technical Call Center Pharmacy Technician
  • Accede Solutions Inc
  • Mc Lean, VA
  • The Pharmacy Technician for the PBM clinical and technical call center is expected to be a subject matter expert in area...
  • 11/4/2024 12:00:00 AM

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Seafreight Customer Care Specialist
  • Abacus Solutions Group
  • Dulles, VA
  • Your Role: The Sea Logistics Customer Care Specialist supports Customers, external & internal, by providing helpful info...
  • 11/3/2024 12:00:00 AM

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Client Relationship Executive - Sales Director
  • CohnReznick LLP
  • Parsippany-Troy Hills, NJ
  • As CohnReznick grows, so do our career opportunities. As one of the nation’s top Professional Services and Business Advi...
  • 11/2/2024 12:00:00 AM

Income Estimation for Customer Information Center Manager jobs
$101,462 to $138,448