Customer Information Center Supervisor supervises a team that is responsible for analyzing contact center patterns, including volumes, trends, attrition rates, and contact center representative productivities. Configures the Automatic Call Distribution (ACD) system to automatically distribute calls uniformly among representatives. Being a Customer Information Center Supervisor 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 Supervisor 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. Typically requires a bachelor's degree. Typically reports to a manager. The Customer Information Center Supervisor supervises a group of primarily para-professional level staffs. May also be a level above a supervisor within high volume administrative/production environments. Makes day-to-day decisions within or for a group/small department. Has some authority for personnel actions. To be a Customer Information Center Supervisor typically requires 3-5 years experience in the related area as an individual contributor. Thorough knowledge of functional area and department processes. (Copyright 2024 Salary.com)
Wraparound Supervisor/Coach
COME JOIN OUR TEAM!
Do you want to lead a team that helps struggling youth and families realize their vision and increase their autonomy from formal systems like CYFD and Juvenile Justice?
La Casa Community Behavioral Health Center (LCCBH) is looking for High Fidelity Wraparound Supervisor. Using NM High-Fidelity Wraparound (NMHFW) values, principles and practices, the Wraparound Supervisor leads a team of Wraparound Facilitators and Family Peer Support Workers. This position carries a dual role of supervision and coaching. Supervision entails managing the team according to LCCBH agency expectations and supporting the team so that they have the resources to implement the MNHFW model to high fidelity. Coaching includes, guiding and supporting Wraparound facilitators in the practice of implementing the NMHFW model with enrolled youth.
Do you want to get trained on-the- job to utilize a nationally proven approach of intensive care coordination through team-based, strengths-based methods?
If you are not familiar with NM High-Fidelity Wraparound Model, you will be enrolled into state training to learn all about NMHFW facilitation and coaching. You will learn from nationally recognized subject matter experts all about the unique effectiveness of the NMHFW model. While in training you will carry a caseload and be supervised by a NMHFW state Master Coach who will support you as you work toward getting your Coaching certification.
The following essential skills are required: Supervisory skills, engagement skills, planning skills, implementation skills, transition skills, and other essential skills to develop the trust and respect of your team, youth and families served.
Education and Experience Requirements:
or
Masters’s degree in social services, human services, or equivalent field.
· With a bachelor’s degree a minimum of four (4) years’ experience, working with the target population and/or High-Fidelity Wraparound program. Lived experience can count for two (2) of the four (4) years required.
Or
With a master’s degree a minimum of two (2) years’ experience, working with the target population and/or High-Fidelity Wraparound program. Lived experience can count for one (1) of the two (2) years required.
Responsibilities:
Job Type: Full-time
Pay: $50,000.00 - $55,000.00 per year
Benefits:
Schedule:
Ability to Relocate:
Work Location: In person
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