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)
The Center Supervisor, under the supervision of the Executive Director, coordinates and executes the day-to-day programming activities of Lighthouse Recovery Community Center. To ensure the success of the organization, the Center Supervisor holds a deep understanding of the values, mission, and vision the Lighthouse provides and will perform a wide variety of tasks that foster a positive and productive atmosphere at the Lighthouse.
Qualifications:
● Must have personal lived experience with substance use disorder and a minimum of 1 year sobriety.
● Completion of the Peer Recovery Coach Training within 3 months of hire.
● Broad-based knowledge of the disease of substance use disorder.
● Maintain the overall quality operations of the center.
● Hands-on experience with MS Office Suite (particularly MS Word and MS Excel and MS Publisher)
● Familiarity with office equipment (such as printers and fax machines)
● Solid time-management abilities with the ability to prioritize tasks.
● Excellent verbal and written communication skills
Responsibilities:
● Manage tasks given in a timely manner or based on a timeline.
● Monitor, document and report data collection.
● Complete all documentation needed for program and grant requirements.
● Assist with the development, improvement, and implementation of internal processes.
● Participate in meetings, workshops and seminars for the purpose of conveying and/or gathering information required to perform functions.
● Coordinate training and recruiting of new staff and volunteers.
● Participate in fundraising activities and tasks.
● Coordinate the monthly activities for Lighthouse.
● Meet with System and Design Lead for monthly calendar and graphic needs.
● Work with other staff to engage volunteers and members in day-to-day contributions.
● Prepare the PAC meeting agenda with assistance of ED and leadership team.
● Run the monthly PAC meeting with the support of the other PAC chairs.
● Give tours, introduce membership agreements, and run volunteer orientations.
● Work with center coordinator to build membership and PAC.
● Develop, implement and monitor an effective interior cleaning routine and tidiness of the exterior of the center.
● Perform other related duties, as assigned, for the purpose of ensuring a safe and positive atmosphere at the Lighthouse.
● Other duties as assigned.
Required Skills:
● Willing to increase knowledge base in motivational interviewing, engagement strategies, co-occurring disorders, stages of change theory, and community resources, etc.
● Strong written and verbal communication skills.
● Ability to multitask, prioritize and be detail oriented.
● Ability to solicit, receive and grow from both positive and adjusting feedback.
● Always maintains client confidentiality.
● Ability to work with diverse populations and cultural backgrounds.
● Ability to maintain effective and cooperative working relationships.
● Open-mindedness about multiple paths to recovery.
Job Type: Full-time
Pay: $16.00 - $17.50 per hour
Expected hours: 40 per week
Benefits:
Experience level:
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Weekly day range:
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Ability to Commute:
Work Location: In person
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