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)
Description
The Contact Center Agent provides assistance and guidance for members in a variety of areas through the remote branch experience. The Contact Center Agent primarily handles inbound calls, and may conduct transactions, answer routine account questions, and resolve issues to ensure excellent service for members who utilize telephone, secure messaging, or chat banking options at Alabama ONE.
Responsibilities
Requirements
High School Diploma or GED and previous customer service or call center experience are required. The ideal candidate will be passionate about providing exceptional, professional customer service. Must be able to communicate effectively verbally and in writing. High technical proficiency, and the ability to operate various computer systems.
Experience working in a financial institution is strongly preferred.
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