Contact Center Traffic and Scheduling Analyst analyzes contact center patterns, including volumes, trends, attrition rates, and contact center representative productivities. Utilizes the analysis results to forecast contact center workload and builds scheduling plans to meet business objectives. Being a Contact Center Traffic and Scheduling Analyst ensures customer satisfaction by monitoring, balancing, and redirecting inbound traffic in a timely manner. Collaborates with other teams when overflow occurs, and inbound traffic must be redirected. Additionally, Contact Center Traffic and Scheduling Analyst utilizes call volume reports to coordinate and complete capacity planning within the contact center. Evaluates historical and recent performance and statistics to identify trends. Makes recommendations on how to maintain contact center key performance indicators. Typically requires a bachelor's degree. Typically reports to a manager. The Contact Center Traffic and Scheduling Analyst 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 Traffic and Scheduling Analyst typically requires 2-4 years of related experience. (Copyright 2024 Salary.com)
Pioneer FCU offers a complete benefits package to all team members that includes, but not limited to:
As a progressive financial institution, we are seeking a dynamic and enthusiastic individual to fulfill the role of Call Center Representative at our Mountain Home Administrative Office.
This position is responsible for supporting the branches by being a first line support team that answers members and potential member's needs, questions, and concerns. Responsible for servicing members, potential members, vendors, or other financial institutions via telephone, email, mail, fax, and Chat. This position handles a high volume of inbound calls and proactively works to build relationships through matching Pioneer products to member's needs. Responsible for utilizing Pioneer procedures and policies to solve member needs and will direct calls to other departments when necessary. Will proactively listen or use effective written communication to gain an in-depth understanding of the nature of the call or written communication to address questions or concerns, and provide an accurate and efficient response. Maintains strong working knowledge of Pioneer's policies, procedures, and utilizes tools to combat fraud.
Responsible for understanding and following policies and procedures when performing a variety of paying and receiving functions such as transfers, loan payments, and account maintenance. The Call Center Representative will ensure that Pioneer's service standards are always met while diligently working towards delivering 'WOW' through exceptional service. Matches Pioneer's services and products to member's needs, and proactively seek new business with members or potential members by utilizing and participating in community events.
Essential Functions & Responsibilities Include:
Experience: Six months of similar or related experience.
Education: A high school education or GED
Interpersonal Skills: A significant level of trust and diplomacy is required, in addition to normal courtesy and tact. Work involves extensive personal contact with others and/or is usually of a personal or sensitive nature. Work may involve motivating or influencing others.
Other Skills: Must have excellent communication and written skills. Proficient with office equipment, personal computer, and Microsoft Office.
Physical Requirements: Very light physical effort. Typical of most office jobs. Work in comfortable positions.
Work Environment: Normal light, heat, air, and space in the work environment.
0 Contact Center Traffic and Scheduling Analyst jobs found in Boise, ID area