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)
iTrust Wellness Group has been named the "Best Mental Health Provider" of the Upstate for 2023 thanks to our team’s commitment to our patients! Come join our team and see why iTrust has also been named one of Greenville Business Magazine’s “Top Workplaces” in South Carolina for 2023.
iTrust Wellness is looking for a supervisor for our newly rolled out Call Center to work in an outpatient mental health office setting. An ideal candidate has a strong interest in mental health, experience in healthcare leadership, a desire to learn, and a passion for providing excellent patient care in a collaborative, team-focused environment.
The Call Center Supervisor is responsible for overseeing iTrust Wellness’ Outpatient Call Center, located at our West Greenville headquarters. This includes clinical support staff as well as the upcoming integration of members from other departments, including billing and referrals. The Call Center Supervisor ensures that the patient care experience remains excellent by presenting a united front with interdepartmental staff members and by creating and maintaining operational efficiencies within the call center.
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Note: This job description is intended to convey essential duties and responsibilities and is not an exhaustive list of all functions and tasks required. The company reserves the right to modify the duties and responsibilities of the position as necessary. Please submit your resume, to be considered for this position. Current or previous patients of iTrust Wellness Group are ineligible to apply.
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