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)
Accountable and responsible for the effective delivery of competent, compassionate, and efficient patient care in Labor and Delivery, Post-Partum and Nursery. Overall direction of clinical, human resources, and financial management. Graduate of an accredited school of nursing. Valid license to practice professional nursing by state. BSN preferred. MSN or masters in related field preferred. Specialty certification in obstetrics preferred. Minimum of four (4) years acute care maternal/child experience, with one (2) year L&D experience required, and two years of management or supervisory experience required. Must have excellent interpersonal and communication skills Current BCLS, NRP within 1 month, ACLS and PALS within 1 month, and Fetal Monitoring Course within 1 month.
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