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)
POSITION SUMMARY
Assists in overseeing contact center organizational, financial, operational, service and growth plans and staff to ensure success. Supervises the day-to-day activities in the Contact Center. Duties include hiring, developing, coaching and supervising the Virtual Banking Consultant I’s, II’s, III’s, and Contact Center Lead. Reviews conformance to deposit policies, maintains daily reports, opens accounts with members, and responds to member requests via phone, web chat, ATM with video banker and email.
ESSENTIAL DUTIES AND RESPONSIBILITIES
EDUCATION AND EXPERIENCE
WHO WE ARE
At Magnifi Financial, we offer a collaborative, friendly environment where we support our employee's growth and development, and create a positive work atmosphere. As a member-owned organization, we are focused on making dreams come true for our members. Our vision is enhancing the lives of members and community through strength, service and growth. Magnifi Financial has grown to more than 90,000 members, over $2 billion in assets, over 400 employees, and over 25 branch locations throughout Minnesota. But what hasn’t changed is our focus on the members and communities we serve.
BENEFITS
We are committed to investing in our team! Magnifi Financial offers benefits that help everyone achieve their full potential. Full-time employees are eligible for the following benefits (benefits with an asterisk are also available to eligible part-time positions):
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)
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