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)
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.
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
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.
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