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View salary and benefits informationThe Customer Service Center Forecasting/Optimization Supervisor is responsible for contact center workforce scheduling to ensure high utilization rate and operational needs. Leads contact center scheduling function daily activities. Being a Customer Service Center Forecasting/Optimization Supervisor provides recommendations for improving contact center scheduling and operations. Coordinates with management to forecast headcount needs and develop staffing plan. In addition, Customer Service Center Forecasting/Optimization Supervisor advanced analytical skills are typically required. Typically r more...
The Customer Service Center Traffic and Supervisor configures the Automatic Call Distribution (ACD) system to automatically distribute calls uniformly among representatives. Supervises a team that is responsible for analyzing contact center patterns, including volumes, trends, attrition rates, and contact center representative productivities. Being a Customer Service Center Traffic and Supervisor ensures customer satisfaction by overseeing the call volume and redirecting inbound traffic as needed. Monitors the productivity of customer service representatives. In addition, Customer Service Cent more...
The Customer Service Training Supervisor - Call Center prepares instructive updates and details on new products, features, and service offerings. Designs and delivers training programs for customer service representatives, team leaders, and supervisors. Being a Customer Service Training Supervisor - Call Center creates and maintains documentation and resources used to instruct staff on service level standards, system tools, and policies and procedures. Designs a training curriculum and role-playing exercises to develop selling, service delivery, issue resolution, and interpersonal communicatio more...
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. Monitors the productivity of customer service representatives. Ensures customer satisfaction by overseeing the call volume and redirecting inbound traffic as needed. Reviews call volume reports to coordinate and complete capacity planning within the contact center and identify potential problems. Evaluate more...
The Information Center/Decision Support Analyst - Specialist assists in the preparation, deployment, and delivery of decision support tools to users. Provides guidance and solutions to users working with decision support software and data tools. Being an Information Center/Decision Support Analyst - Specialist requires a bachelor's degree. Analyzes user requirements and evaluates functionality and configuration options available for existing and new software. In addition, Information Center/Decision Support Analyst - Specialist typically reports to a supervisor or manager. Being an Information more...
Supervises inbound contact center agents and operations focusing on selling products or services. Monitors metrics and targets for service volume, sales, and timeliness. Responds to escalated calls with remedies or solutions. Implements sales and product training to update staff on product and service offerings, customer response standards, scripts, operational policies, and procedures. Prepares staff work schedules to ensure coverage and coordinate training. May require a bachelor's degree. Typically reports to a manager or head of a unit/department. Supervises a group of primarily para-profe more...
Supervises inbound contact center agents and operations focusing on selling products or services. Monitors metrics and targets for service volume, sales, and timeliness. Responds to escalated calls with remedies or solutions. Implements sales and product training to update staff on product and service offerings, customer response standards, scripts, operational policies, and procedures. Prepares staff work schedules to ensure coverage and coordinate training. May require a bachelor's degree. Typically reports to a manager or head of a unit/department. Supervises a small group of para-professio more...
Leads contact center scheduling function daily activities. Responsible for contact center workforce scheduling to ensure high utilization rate and operational needs. Coordinates with management to forecast headcount needs and develop staffing plan. Provides recommendations for improving contact center scheduling and operations. Advanced analytical skills are typically required. Typically requires a bachelor's degree. Typically reports to a manager. Supervises a small group of para-professional staff in an organization characterized by highly transactional or repetitive processes. Contributes t more...
The Inbound Call Center Supervisor monitors metrics and targets for service volume, sales, and timeliness. Supervises inbound contact center agents and operations focusing on selling products or services. Being an Inbound Call Center Supervisor implements sales and product training to update staff on product and service offerings, customer response standards, scripts, operational policies, and procedures. Responds to escalated calls with remedies or solutions. In addition, Inbound Call Center Supervisor prepares staff work schedules to ensure coverage and coordinate training. May require a bac more...
The Customer Service Trainer I - Call Center provides updates and details on new products, features, and service offerings. Delivers training programs for customer service representatives, team leaders, and supervisors. Being a Customer Service Trainer I - Call Center instructs staff on service level standards, system tools, and policies and procedures. Leads skill development training and role-playing exercises to develop selling, service delivery, issue resolution, and interpersonal communication skills. In addition, Customer Service Trainer I - Call Center provides input to assess training more...
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