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)
Job Description
JOB TITLE: Community Education FacilitatorPRN (as needed)
PROGRAM/DEPARTMENT: Community Education
SUPERVISOR: Director of Grants Management
DATE WRITTEN: 11/28/2022
DATE REVISED:
Education and Training: Bachelor’s Degree plus 2 years of experience in social services, teaching, public speaking and/or related field.
Qualifications and Experience: Excellent oral and written communication skills. Sound Organizational ability, a high degree of energy, creativity and initiative. Must be punctual and adaptable. Competence in working in a culturally diverse setting. Must have reliable transportation and be proficient in Microsoft Office Programs.
Brief Position Summary: The Community Education Facilitator—under the direction of the Project Director - is responsible for community education class facilitation. The classes include Transparenting, Anger Choices and A Better Choice. Evening and weekend hours required.
Major Duties and Responsibilities:
I. Quality of Work and Initiative/Assessment:
II. Utilization of Time/Planning:
III. Knowledge of Job/Decision-Making/Implementation:
IV. Other Behavioral Factors/Evaluation:
V. Working Conditions:
The Family Tree staff is a team and considers it a responsibility for all staff to extend a welcome and a helpful attitude to all customers, visitors, donors, potential customers, and other staff members.
Primary Work Location: This position will be approximately 20% inbound (e.g., planning, staff meetings, database management), and 80% outbound (e.g., outreach activities, meeting with community partners and coordinating referrals).
The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel so classified in this position. This job description is subject to change as the needs and requirements of the job change.
I have reviewed this job description and find it to be an accurate explanation of the demands of this job:
Employee
Date
Kristen Copenhaver
Director of Grants Management
Date
Marie Collins LPC, LMFT, LAC
Executive Director
Date
Job Type: Contract
Pay: $150.00 - $200.00 per day
Schedule:
License/Certification:
Work Location: In person
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