Customer Information Center Manager jobs in Clearwater, FL

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)

C
Information Technology Manager
  • City of Clearwater
  • Clearwater, FL FULL_TIME
  • Salary
    See Position Description
    Location
    Clearwater, FL
    Job Type
    Full-time
    Department
    Information Technology
    Job Number
    2022-00064
    Position Description

    Entry Salary - $80,793.18 - $84,832.84 OPEN UNTIL FILLED

    Under direction of the Information Technology Director, the Information Technology Manager performs highly skilled, administrative, supervisory, and technical work. May be assigned to Network Operations & User Support, Network Security & Architecture, Solutions & Programming, or Enterprise Systems Support roles.

    Plans objectives and goals for the division and administers daily activities, researches strategies and technological solutions, oversees the development of optimally effective and efficient technology systems to achieve division's operational goals. Develops employees in roles and succession planning, manages projects, assists in budget development, and assists in procurement processes.

    Duties and Responsibilities

    Essential Functions: -- Essential functions, as defined under the Americans with Disabilities Act, may include any of the following representative duties, knowledge, and skills. Essential duties and responsibilities may include, but are not limited to, the following:

    Network Operations & User Support

    • Manages, monitors, supervises maintenance of the enterprise helpdesk operations; oversees contract support of hardware and service providers; defines needs, delivers technological solutions, and supports strategic plans for implementing various IT platforms throughout the departments.
    • Interacts and engages with departments to determine IT needs; oversees the completion of projects, coordinates resource deployment, facilitates meetings.
    • Manages protocols related to disaster preparedness, recovery, and user support; helps develop policies, procedures, and controls to ensure secure systems; monitors daily issues, addresses outages, and prioritizes issues; communicates with clients and upper management regarding IT concerns; research root cause of technology issues, implements solutions, and enforces standards and controls.
    • Meets and engages with staff; discusses projects, objectives, and goals; motivates, assists, manages, and provides training to the staff to enhance service delivery; participates in recruiting, selecting, orienting, and management of employees; communicates job expectations and keeps open communication with staff and personnel.
    • Assists, supports, and participates in the streamlining of processes; replaces outgoing technology and stays current on Information Technology trends; manages hardware acquisition, and assists technical staff in the coordination of the configuration, formatting, and deployment of various hardware solutions.
    • Attends various professional and technical educational workshops and conferences; reviews professional publications and remains current on knowledge relating to Information Technologies; assists in the forecasting of future IT deployments and updates and makes recommendations for budget consideration.
    • Performs other duties as assigned.

    Network Security & Architecture
    • Manages, monitors, supervises, and provides leadership in maintaining the organization's effectiveness and efficiency through security of the organization's information technologies investments; supports strategic plans for implementing various IT platforms throughout the departments both on premises and through managed service providers.
    • Interacts and engages with departments to facilitate successful and secure implementation of hardware, software, and managed services solutions in support of service delivery objectives established by IT and various departmental management teams.
    • Oversees vendor contracts and relationships for services and products; assists departments to determine requirements and needs; assists in the development project plans and oversees work done to complete department and security objectives.
    • Oversees network protocols related to disaster preparedness, recovery, and backup; secures infrastructure, systems, and databases, and assists in developing policies, procedures, and controls to ensure secure systems; monitors daily network activity, addresses outages, and prioritizes recovery activities; communicates with upper management regarding IT concerns; research root cause of technology issues, determines and implements solutions, and enforces standards and controls.
    • Meets and engages with staff; discusses projects, objectives, and goals; motivates, assists, manages, and provides training to staff to enhance service delivery; participates in recruiting, selecting, orienting, and management of employees; communicates job expectations and keeps open communication with staff and personnel.
    • Assists, supports, and participates in the streamlining of processes; replaces outgoing technology and stays current on Information Technology trends; manages hardware acquisition, and assists technical staff in the coordination of the configuration, formatting, and deployment of various hardware solutions.
    • Attends various professional and technical educational workshops and conferences; reviews professional publications and remains current on knowledge relating to Information Technologies; assists in the forecasting of future IT deployments and updates and makes recommendations for budget consideration.
    • Performs other duties as assigned.

    Solutions & Programming
    • Manages, monitors, supervises, technical work and leadership in maintaining the organizations effectiveness and efficiency through the evaluation of alternative solutions and technology services in support of departmental requests and service objectives; defines needs, designs technological solutions, and proposes solutions in support of strategic plans for implementing various IT platforms throughout the departments.
    • Interacts and engages with departments to determine IT needs; conceptualizes new software products and service methodologies to enhance business processes and user experience; organizes and leads projects and project implementation teams.
    • Assists in negotiations of vendor contracts and relationships for new services; assists in the development of proposals and works with departments to determine requirements and needs; designs project plans and oversees work done to complete department projects.
    • Communicates with clients and upper management regarding IT concerns; research business processes, service issues, and determines possible technology solutions or enhancements; enforces standards, procedures, and controls related to the selection and implementation of new technology and its' ongoing support.
    • Meets and engages with system support, database management, and system administrative staff; discusses projects, objectives, and goals; motivates, assists, manages, and provides training to staff to enhance service delivery; assists in recruiting, selecting, orienting, and management of employees; communicates job expectations and keeps open communication with staff and personnel.
    • Assists, supports, and participates in the streamlining of processes and technology strategies; performs workflow analysis to deliver data for process optimizations; replaces outgoing technology and stays current on Information Technology trends; and assists technical staff in the coordination of designing, formatting, and configuration of new software solutions.
    • Attends various professional and technical educational workshops and conferences; reviews professional publications and remains current on knowledge relating to Information Technologies; assists in the forecasting of future IT deployments and updates and makes recommendations for budget consideration.
    • Performs other duties as assigned.

    Enterprise Systems Support
    • Manages, monitors, supervises, and provides technical work and leadership in maintaining the organizations' enterprise technology systems and solutions; oversees contract fulfillment, plans and schedules patches, fixes and upgrades to both software and hardware, maintains vendor relationships, and monitors product changes and roadmaps.
    • Interacts and engages with departments to determine IT needs related to enterprise solutions; oversees the completion of upgrade projects, coordinates resources; facilitates meetings, and initiates projects and plans; organizes and oversees project teams.
    • Monitors vendor contracts and relationships for new services; processes request for user enhancements; works with users and owning departments to determine requirements and needs; authors project plans and oversees work done to complete projects.
    • Manages protocols related to disaster preparedness, recovery, and backup; secures systems and databases, and develops policies, procedures, and controls to ensure secure systems; monitors daily issues, addresses outages, and prioritizes responses; communicates with users and upper management regarding system related concerns; research root cause of technology issues, and enforces standards and controls.
    • Meets and engages with staff; discusses projects, objectives, and goals; motivates, assists, manages, and provides training to staff to enhance service delivery; participates in recruiting, selecting, orienting, and management of employees; communicates job expectations and keeps open communication with staff and personnel.
    • Assists, supports, and participates in the streamlining of processes and technology strategies; performs workflow analysis to deliver data for process optimizations; replaces outgoing technology and stays current on Information Technology trends; manages system and database expansion, and assists technical staff in the coordination of designing, formatting, and configuration of systems.
    • Attends various professional and technical educational workshops and conferences; reviews professional publications and remains current on knowledge relating to Information Technologies; assists in the forecasting of future IT deployments and updates and makes recommendations for budget consideration.
    • Performs other duties as assigned.
    Minimum Qualifications

    Licenses or Certifications:
    A valid State driver's license is required.

    This position is required to operate the below equipment, machines, tools, and other work aides:
    Fax, copier, phone, personal computer, and other information technology equipment as assigned.

    Education and Experience:
    Bachelor's Degree in Computer Science or related field AND two (2) years of experience in a supervisory capacity in the area of computer networking, installation, and repair and related software on hardware and software being used by the City of Clearwater; OR any equivalent combination of education, training, and experience maybe considered.

    Supplemental Information

    Knowledge of -

    • Operating characteristics, capabilities, and limitations of personal computer equipment
    • Computer software, including the characteristics and operation of networking, spreadsheets, word processing, graphics, database managers, electronic mail, communications, and scheduling
    • TCP/IP
    • Analytical problem-solving techniques and skills
    • Current industry trends in information technology
    • Project Management and personnel management
    • Technology terminology and the ability to communicate in laymen terms
    • Customer Service and skills
    • Equipment maintenance practices and methods

    Skill in -
    • Identifying, analyzing, addressing, and resolving various IT issues and concerns
    • Planning, assigning, and reviewing the work of skilled technicians
    • Managing and monitoring servers in various environments
    • Installing, configuring, and monitoring networks and other technologies
    • Making accurate judgement calls regarding field of technology and issue resolution
    • Providing training, leadership, mentoring, and direction; customer service
    • Working with all types of technology when needed
    • Operating a computer

     

  • 9 Days Ago

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Information System Security Manager
  • honeywell2-pilot
  • Clearwater, FL FULL_TIME
  • The future is what you make it. When you join Honeywell, you become a member of our global team of thinkers, innovators, dreamers and doers who make the things that make the future. That means changin...
  • 14 Days Ago

M
Center Manager
  • MD Now
  • Largo, FL FULL_TIME
  • This position is incentive eligible. Introduction Do you have the career opportunities as a(an) Center Mnager you want with your current employer? We have an exciting opportunity for you to join MD No...
  • 1 Month Ago

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Customer Account Rep-R00020
  • Rent-A-Center
  • Clearwater, FL FULL_TIME
  • Rent A Center Ready to do your best work? Interested in a minimum starting hourly rate of $18? Why should you apply in just a few clicks? Paid Time Off and Sundays Off -- We are Closed! Full-Time Empl...
  • 9 Days Ago

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Customer Service Center Spec II
  • BayCare
  • Clearwater, FL FULL_TIME
  • At BayCare, we are proud to be one of the largest employers in the Tampa Bay area. Our network consists of 16 community-based hospitals, a long-term acute care facility, home health services, outpatie...
  • 10 Days Ago

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Contact Center/Customer Service Inbound
  • Partnered Staffing - Kelly Services
  • Largo, FL FULL_TIME
  • Company DescriptionAt Kelly Services, we work with the best. Our clients include 99 of the Fortune 100 TM companies, and more than 70,000 hiring managers rely on Kelly annually to access the best tale...
  • 14 Days Ago

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0 Customer Information Center Manager jobs found in Clearwater, FL area

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Field Service Parts Advisor III - Night Shift
  • Rivian
  • Tampa, FL
  • About Rivian: Rivian is on a mission to keep the world adventurous forever. This goes for the emissions-free Electric Ad...
  • 3/28/2024 12:00:00 AM

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Bilingual Toll Customer Service Agent
  • ValorVIP
  • Tampa, FL
  • POSITION OVERVIEW: We are looking for Bilingual Customer Service Representatives to support inbound calls and walk-up cu...
  • 3/28/2024 12:00:00 AM

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Customer Service Representative
  • Kennedy Services
  • Clearwater, FL
  • Job Description Job Description In this position you will provide call center customer service support. We are looking f...
  • 3/27/2024 12:00:00 AM

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Patient Coordinator
  • Great Expressions Dental Centers
  • Saint Petersburg, FL
  • As a Patient Coordinator, you will be the first point of contact for patients visiting or calling the dental office. You...
  • 3/27/2024 12:00:00 AM

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Call Center Representative ( Bilingual ) - Oldsmar, FL - Home Care
  • Pinnacle Home Care
  • Oldsmar, FL
  • ** Call Center Representative ( Bilingual ) - Oldsmar, FL - Home Care** **Job Category****:** Operations **Requisition N...
  • 3/26/2024 12:00:00 AM

I
Claims Customer Service Representative (Medicare Supplement)
  • Insurance Administrative Solutions, L.L.C.
  • Clearwater, FL
  • * 28-Feb-2022 to 15-Mar-2022 (EST) * Clearwater, FL, USA * Hourly * Full Time *Medical - Dental - Vision - 401K - Basic ...
  • 3/26/2024 12:00:00 AM

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Member Service Representative (Part-Time) - Clearwater
  • Navy Federal Credit Union
  • Clearwater, FL
  • **Location:** FL Clearwater **Full/Part Time:** Part-Time **Regular/Temporary:** Regular Email **Job Description** **YOU...
  • 3/25/2024 12:00:00 AM

5
CSR - Customer Service Representative
  • 5 Star Staffing Solutions
  • Pinellas Park, FL
  • Job Description Job Description Excellent opportunity in Saint Petersburg, Apply now and be part of the next class start...
  • 3/24/2024 12:00:00 AM

Clearwater is a city located in Pinellas County, Florida, United States, northwest of Tampa and St. Petersburg. To the west of Clearwater lies the Gulf of Mexico and to the southeast lies Tampa Bay. As of the 2010 census, the city had a population of 107,685. Clearwater is the county seat of Pinellas County and is the smallest of the three principal cities in the Tampa-St. Petersburg-Clearwater metropolitan area, most commonly referred to as the Tampa Bay Area. Cleveland Street is one of the city's historic avenues, and the city includes Spectrum Field and Coachman Park. The city is separated ...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Customer Information Center Manager jobs
$94,097 to $128,405
Clearwater, Florida area prices
were up 1.1% from a year ago

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