Contact Center Scheduling Manager manages the contact center scheduling staff, activities, and goals. Ensures that staff has the information needed to appropriately analyze, forecast, and schedule work for the contact center. Being a Contact Center Scheduling Manager develops and oversees the scheduling systems, including process, policy, and operating structure. Responsible for the volume of work produced based on scheduling, and ensures operational goals are met regarding resource and budget targets. Additionally, Contact Center Scheduling Manager advanced analytical skills are typically required. Typically requires a bachelor's degree. Typically reports to a director. The Contact Center Scheduling Manager manages subordinate staff in the day-to-day performance of their jobs. True first level manager. Ensures that project/department milestones/goals are met and adhering to approved budgets. Has full authority for personnel actions. To be a Contact Center Scheduling Manager typically requires 5 years experience in the related area as an individual contributor. 1 - 3 years supervisory experience may be required. Extensive knowledge of the function and department processes. (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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