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)
Overview: We are seeking a highly motivated and experienced Call Center Manager to join our team. As the Call Center Manager, you will be responsible for overseeing the daily operations of our call center, ensuring excellent customer service, and achieving performance targets. This is a leadership role that requires strong communication skills, the ability to manage a team, and a passion for delivering exceptional customer experiences. Duties: - Supervise and manage a team of call center representatives - Set performance goals and targets for the team - Develop and implement strategies to improve call center efficiency and productivity - Monitor and analyze call center metrics to identify areas for improvement - Provide coaching and training to team members to enhance their skills - Handle escalated customer inquiries or complaints in a professional manner - Collaborate with other departments to ensure seamless operations and customer satisfaction - Implement quality assurance processes to maintain high standards of service - Stay updated on industry trends and best practices in call center management Qualifications: - Proven experience in call center management or a similar role - Strong leadership skills with the ability to motivate and inspire a team - Excellent communication skills, both verbal and written - Proficiency in project management and multitasking - Ability to analyze data and make data-driven decisions - Customer service-oriented mindset with a focus on delivering exceptional experiences - Sales experience is a plus - Ability to negotiate effectively with customers or vendors - Fluency in multiple languages is an advantage We offer competitive compensation packages, including benefits such as healthcare coverage, retirement plans, and opportunities for career advancement. If you are a results-driven individual with a passion for leading teams and delivering outstanding customer service, we would love to hear from you. Please note that all positions at our company are paid positions.
Job Type: Full-time
Pay: From $36,000.00 per year
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Ability to Relocate:
Work Location: In person
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