Contact Center Scheduling Supervisor leads contact center scheduling function daily activities. Responsible for contact center workforce scheduling to ensure high utilization rate and operational needs. Being a Contact Center Scheduling Supervisor coordinates with management to forecast headcount needs and develop staffing plan. Provides recommendations for improving contact center scheduling and operations. Additionally, Contact Center Scheduling Supervisor advanced analytical skills are typically required. Typically requires a bachelor's degree. Typically reports to a manager. The Contact Center Scheduling Supervisor supervises a small group of para-professional staff in an organization characterized by highly transactional or repetitive processes. Contributes to the development of processes and procedures. To be a Contact Center Scheduling Supervisor typically requires 3 years experience in the related area as an individual contributor. Thorough knowledge of functional area under supervision. (Copyright 2024 Salary.com)
Job Description
The Contact Center Operations Representative serves the membership through effective communication, troubleshooting, proactive learning, deepening member relationships, and member advocacy over the phone.
Core Job Requirements / Outcomes :
Maintain high service level standards by meeting or exceeding all service level metrics including but not limited to availability metrics, NPS scores, quality assurance score and adherence to schedule.
In addition, utilize the TMA model of AIDINC while demonstrating empathy, curiosity and expertise in all product and services to determine spoken and unspoken needs.
Showcase a strong aptitude in quality decision making skills by demonstrating the ability to make sound decisions even in the absence of complete information, and handling risk and uncertainty while relying on a mixture of analysis, wisdom, experience and judgement.
Serve the heart of the member by creating alternate solutions that mitigate risk while still meeting the needs of the member.
Ensure an exceptional member and employee experience by proactively bringing forward member friction points, continuous improvement ideas and employee experience suggestions while maintaining member security and complying with applicable regulations.
Other Essential Functions
Qualifications
Education : High School Diploma or equivalent required.
Job Experience : Minimum of two years customer service experience, preferably in a contact center environment.
Software Skills : Proficient knowledge of MS Office programs including Outlook, Word and Excel.
Other Skills : Strong written and verbal communication skills. Bilingual abilities, including ability to read, write and speak Spanish fluently is preferred.
Physical Demands : Must be able to regularly talk, hear and operate a computer, keyboard and mouse and occasionally lift, pull / push and carry up to 10 pounds with accommodations.
Work Conditions : Exposure to constant or intermittent sounds at a low or moderate level consistent with an office setting.
Exposure to high-stress, fast-paced, deadline-oriented environment.
Additional Information
Please review our website for more information about STCU at stcu.org / careers.
Last updated : 2024-03-24
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