We are currently looking for a(n) Manager Call Information Center located at the Old American Woodmark Bldg.

JOB SUMMARY

The Manager, Call/Information Center oversees the operations and performance of a call center or information center, ensuring efficient and effective customer service and communication.

RESPONSIBILITIES

• Manages the entire operations of the Call/Information Center. • Actively manages incoming calls, call routing, agent availability, etc. to ensure low wait times and proper handling of calls. • Develops and implements training programs. • Implements and reviews policies and operating structure of the Call/Information Center. Sets standards and guidelines for customer interactions. • Prepares reports as needed. • Responsible for handling escalated customer calls as needed and diffusing situations as efficiently as possible. • Analyzes the operations of the Call/Information Center and implements improvements. • Maintains fiduciary responsibility for all financial aspects of the Call Center.

LEVEL OF RESPONSIBILITY
• Comprehensive knowledge of the field's concepts and principles.
• Performs complex tasks typically following established processes.
• Leads and directs the work of other employees and has full authority for personnel decisions.

QUALIFICATIONS
• Bachelor’s degree; no substitutions.
• Two years of experience.
• Must possess a valid driver’s license with a driving history verified through a motor vehicle report that meets the requirements for Cherokee Nation underwriting variables.

COMPETENCIES
• Ability to foster teamwork.
• Management skills.
• Oral communication skills.
• Customer service skills.
• Judgement. Interpersonal skills.
• Ability to multi-task and prioritize.

PHYSICAL REQUIREMENTS
While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel, reach with hands and arms, and talk or hear. The employee is frequently required to walk and sit. The employee is occasionally required to stan, climb or balance, stoop, kneel, crouch, or crawl, and taste or smell. The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

OTHER REQUIREMENTS
The employee must not be and will not be under sanction by the United States Department of Health and Human Services Office of the Inspector General (OIG) or by the General Services Administration (GSA) or listed on the OIG's Cumulative Sanction Report, or the GSA's List of Excluded Providers, or listed on the OIG's List of Excluded Individuals/Entities (LEIE).