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)
Role: Project Manager-Local Candidates only
Location: Boise, ID
Duration: 3 Months with possibility of extension.
32 hour/week
Project Description:
Agency is seeking staff augmentation of a seasoned IT Project Manager who has skilled expertise in achieving results coordinating, gathering, documenting, driving, status updating and communicating project progress on all deliverables and related relevant work being performed by a cross functional team of both contracted and state staff. This is the expert-level project manager for a large IT modernization project. This project requires the incumbent be an expert in project management, including the planning, development, implementation, and taking action on critical items in a large, complex projects. Incumbents must coordinate across several groups and will provide recommendations and direction to a large and diverse project team in the final phase of the modernization project. They will be responsible for the achievement of project goals, work plans, timelines, and results driven strategies. They are responsible for identifying critical path decision-making issues, coordinating amongst key stakeholders, contributing to a culture of focused team engagement and support in prioritizing and pushing toward the ultimate objective. This role will be required to sustain stakeholder and/or community support, feedback and communication with project team members, and project partners and summarize and escalate to agency leaders for decision making on critical issues.
This position will drive results for the final phase of this project, some duties and responsibilities will include, but are not limited to:
Required Skills: