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)
Join the revolution in gifting! Our universal gift registry is on the hunt for a dynamic Call Center Customer Care Manager who can help us transform every special occasion into an unforgettable experience. The candidate will be the driving force behind our high-level customer satisfaction. This role is pivotal in shaping the customer experience, as it requires an understanding that exceptional service goes beyond just resolving issues. You are a leader, mentor, and problem-solver, all rolled into one. You will be responsible for managing our customer care team and ensuring that they deliver top-notch service that not only solves problems but also turns customers into loyal advocates. Your ability to build strong relationships with customers, your team, and across the organization will be key to your success. If you are passionate about people, problem-solving, and creating a positive impact, this role is for you.
Responsibilities
Qualifications
Office hours - Monday - Friday , 9am-6pm
ONSITE ONLY- NO REMOTE/HYBRID
ABOUT THE COMPANY
MyRegistry.com is the premier destination for Universal Gift Registry services. We give hundreds of thousands of users the ability to create one centralized registry for Weddings, Baby Showers, Birthdays, Graduations, Housewarmings, Holidays, and so much more. As the leader of global online gift registry services, MyRegistry.com gives you the flexibility to choose items from any store in the world—whether it be a local mom and pop shop or a national chain superstore. You can also add items from stores without websites just by snapping a picture and making it easy for everyone to get the gifts they want
Job Type: Full-time
Pay: $65,000.00 per year
Benefits:
Work Location: In person
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