Contact Center Scheduler, Sr. is responsible for monitoring the contact center workload and scheduling function. Analyzes contact center patterns, including volumes, trends, attrition rates, and contact center representative productivities. Being a Contact Center Scheduler, Sr. utilizes the analysis results to forecast contact center workload and builds scheduling plans to meet business objectives. Maintains and adjusts staffing schedule assignments to maintain contact center key performance indicators. Additionally, Contact Center Scheduler, Sr. may require a bachelor's degree. Typically reports to a manager. The Contact Center Scheduler, Sr. occasionally directed in several aspects of the work. Gaining exposure to some of the complex tasks within the job function. To be a Contact Center Scheduler, Sr. typically requires 2-4 years of related experience. (Copyright 2024 Salary.com)
Pay Range : $16.00 - $21.14The Contact Center Agent I is responsible for researching, troubleshooting, and resolving customer inquiries.
Provide customers information regarding their deposit and loan accounts, as well as product or service information. Complete account, product maintenance as well as complete monetary customer transactions.
Responsible for creating a positive customer experience and representing the NBT brand and core values.
The Contact Center supports customer inquiries through phone, message center, social media, e-mail, and other channels. Focusing on a single customer support channel, the incumbent will satisfy customer inquiries directly and recognize non-standard transactions to escalate.
Education and Experience :
Skills and Abilities :
Unique Job Characteristics and Requirements :
Tasks Performed :
Provide customer with account, product or service information. Source data across multiple banking systems in order to research and resolve customer inquiries.
Guide customers through basic troubleshooting steps Responsible for learning new products, and services in a fast-changing environment.
Accountable for meeting metric driven goals.
20% Responsible for creating a positive customer experience and achieving defined satisfaction goals on customer satisfaction surveys.
Represent the NBT Brand and uphold NBT core values.
Physical Requirements :
Last updated : 2024-04-06
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