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)
SUMMARY : Under limited supervision, manages the Sales Center Customer Service Representatives, other similar employees, and their work.
Responsible for the day-to-day operations and supervision of a team of sales center customer service representatives.JOB DUTIESPlans, directs, supervises, and evaluates work flow.
Coordinates work activities to achieve the volume expected to meet operational requirements.
Recognizes and recommends operational improvements. Responsible for the day-to-day application of organizational policies and procedures.
May approve special price concessions, quotes, bid allowances, or adjustments.
May make hiring decisions and conduct performance appraisals. May have responsibility for more than one team.
Performs other duties as assigned.
EDUCATION & EXPERIENCETypically requires a bachelor's degree
Three (3) to five (5) years of related experience or the equivalent combination.
KNOWLEDGE, SKILLS, ABILITIESLeadership, communication, relationship and people management skills required
Analytical and mathematic skills required
Financial acumen required
Reliability, organization and attention to detail required
PHYSICAL DEMANDS : LICENSES & CERTIFICATIONS : None required.
SUPERVISORY RESPONSIBILITY : 5-10 Direct Reports
BUDGET RESPONSIBILITY : Yes
COMPANY INFORMATION : Motion offers an excellent benefits package which includes options for healthcare coverage, 401(k), tuition reimbursement, vacation, sick, and holiday pay.
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Last updated : 2024-04-05
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