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)
Job Description:
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Mission: *
In the Senate Community tradition of service, we strive to improve the financial wellness of our members throughout all stages of life by integrating sustainability and security into every financial solution.
Culture Competencies: S.T.R.I.V.E
General Summary
The primary purpose of this position is to assist USSFCU in living out our cultural values of relationship and service focused as we create and maintain authentic and genuine relationships with members and employees. Under general supervision, but in accordance with established policies and procedures, provides quality service to all members via the call center channel with a positive and helpful demeanor. The MSR I determines member needs, promotes and refers the appropriate products and services. Opens new accounts and shares while building rapport with the member as a trusted financial partner in order to build the member relationship. Assists members in identifying account issues and provides resolution. Works with the Call Center Team to achieve and exceed prescribed sales and service goals.
Major Duties & Responsibilities
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Required Experience: *
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Education and Experience: *Bachelor’s degree or High school diploma/equivalent and 1-year general work experience in a call center or customer service-based environment. Knowledge of consumer lending, or new account opening in a financial setting are preferred, but not required.
Skills: Knowledge of PC applications including word and excel are required. Good organizational skills, the ability to multi-task and attention to detail are required.
Communication: Requires excellent interpersonal skills, the ability to communicate through multiple channels and the ability to listen to member needs and to advise appropriate Credit Union products and services.
Supervisory: None Required.
Time in Service: None Required.
Equal Opportunity Employer/Veterans/Disabled
An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status, and will not be discriminated against on the basis of disability.
From: United States Senate Federal Credit Union
Job Type: Full-time
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