Contact Center Traffic and Scheduling Analyst jobs in Greensboro, NC
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)
Recently Added Contact Center Traffic and Scheduling Analyst jobs
Contact Center Associate
- Fort Bragg Federal Credit Union
-
Liberty, NC
FULL_TIME
-
Highly competitive compensation package offered
Stay Bonus offered for select positions.
ONSITE POSITIONPurpose:
Working within the Contact Center, provides internal and external member service to all levels of present and potential members in regard to deposit, investments products and services along with other account services offered by the Credit Union. Matches product solutions to member needs and makes recommendations as appropriate. Actively participates in successfully achieving Credit Union goals and assisting members with their transactions.
Primary Duties and Responsibilities:- Interviews and interacts with members and potential members via phone, e-mail and other electronic platforms as appropriate regarding all Credit Union services, member eligibility, benefits and responsibilities.
- Uncovers member needs and provides solutions by offering Credit Union products and services on all deposit products and responds to questions and provides basic information and referrals for potential loan products or solutions.
- Complies with Key Performance indicators, metrics and standards such as adherence to schedule, average handle time, average speed of answer, quality scores and others as determined by management.
- Participate in meeting the goals and objectives set by the Board of Directors and Management as well as meeting departmental goals.
- Troubleshoots and fields questions and/or problems that members may be having, provides instruction for on-line banking and other ancillary services in a timely and efficient manner.
- Required to be completely familiar with and maintain detailed knowledge of the products and services offered by the Credit Union.
- Assists members with updates to accounts (address changes, name changes) following proper security vetting procedures.
- Must have a working knowledge of the overall Credit Union operations computer system and usage.
- Assists members in the reconciliation of their accounts, issues stop payment notices, and other exception items. Monitors overdraft reports and determines if overdrawn accounts can be collected. Makes necessary transfers from accounts.
- Responsible for following all Credit Union policies and procedures and maintaining proper security over member information and transactional activity.
Other Duties and Responsibilities:- Must be able to cross sell all CU products and services to our members in order to increase overall product penetration.
- On an as needed basis may participate in offsite business functions as a representative of the Credit Union.
- Balance, verify and review various accounts, reports and systems as assigned by management.
- Routinely conduct outbound calls to members and non-members in an effort to acquire new business.
- Performs other duties as assigned by management.
Minimum Qualifications:- To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the minimum level of knowledge, skills and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education and Training:- High School Diploma.
- On an annual basis is required to complete mandatory Bank Secrecy Act, OFAC and Red Flag Identity Theft training.
Prior Experience:- 1-3 years member service and/or Contact center experience.
Interpersonal Skills:
Courtesy, tact and diplomacy are essential elements of the job. Work involves much personal contact with others inside and/or outside the organization for purposes of giving or obtaining information, building relationships, or soliciting cooperation.
Other Special Skills and Abilities:- Must have the ability to communicate effectively with members through electronic means (email, internet chat, etc.) and by telephone and must project a positive, professional and cooperative approach when interacting with members.
- Must have good verbal and written communication skills, listening skills, problem analysis and solving skills and participate and promote a team environment.
- Must have basic knowledge regarding loan guidelines, procedures, and policies to effectively refer applicants to a Specialist and/or the Loan Center.
- Must be willing to “reach out” and call members to solicit new accounts and loan business.
- May be assigned to work at any branch location including One Stop/Personnel Services Center at Fort Bragg.
- Ability to work with a variety of software applications.
- Specifications may be waived at the discretion of Credit Union Management.
Physical Demands:- The need for physical stamina is low to moderate.
Working Conditions:
Minimal adverse working conditions. Some fluctuations in temperature experienced in office setting. May need to work beyond normal working hours, pending organization needs.Disclaimer:
The information provided in this description has been designed to indicate the general nature and level of work performed by incumbents within this job. It is not designed to be interpreted as a comprehensive inventory of all duties, responsibilities, qualifications and working conditions required of employees assigned to this job. Fort Liberty Federal Credit Union believes the essential functions of the job are included in this description. Management has discretion to add or modify duties of the job and to designate other functions as essential at any time. - 21 Days Ago
Contact Center Representative
- Jackson Hewitt - 3164
-
Mebane, NC
FULL_TIME
- At Jackson Hewitt, and its independently owned and operated franchisees, we provide an invaluable service in guiding our clients through the tax codes, rules, and processes. We do this with integrity,...
- 23 Days Ago
Contact Center Representative
- Jackson Hewitt - 3164
-
Burlington, NC
FULL_TIME
- At Jackson Hewitt, and its independently owned and operated franchisees, we provide an invaluable service in guiding our clients through the tax codes, rules, and processes. We do this with integrity,...
- 23 Days Ago
Scheduling Specialist
- Maple Grove Health and Rehabilitation Center
-
Greensboro, NC
FULL_TIME
- Maple Grove Health and Rehab Center is currently seeking an experienced, high energy, compassionate and results driven Scheduling Specialist to join our team. We are looking for an individual who can ...
- 8 Days Ago
Traffic Workforce Analyst
- SPECTRUM
-
Greensboro, NC
FULL_TIME
- Responsible for maximizing occupancy and service level through real-time and intraday monitoring of and analysis of contact volumes and AHT to forecast, management of staffing to requirements, adjustm...
- 2 Days Ago
Traffic Flagger
- PSG Traffic Services
-
Greensboro, NC
FULL_TIME
- Job description Phoenix Spirit Group is looking to welcome talented, hard-working individuals to join our team! We are Phoenix Spirit Group (PSG), a traffic services company that prides itself on keep...
- 14 Days Ago
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0 Contact Center Traffic and Scheduling Analyst jobs found in Greensboro, NC area
Travel Nurse RN - Telemetry - $1,926 per week
- Adventist Health
-
Greensboro, NC
- Supplemental Health Care is seeking a travel nurse RN Telemetry for a travel nursing job in Greensboro, North Carolina. ...
- 4/23/2024 12:00:00 AM
Digital Marketing Strategist
- Beacon Technologies
-
Greensboro, NC
- Beacon has an immediate opening for an experienced Digital Marketing Strategist. The ideal candidate will have well-roun...
- 4/23/2024 12:00:00 AM
Travel Nurse RN - Home Health - $1,884 per week
- Hiring Now!
-
Greensboro, NC
- Supplemental Health Care is seeking a travel nurse RN Home Health for a travel nursing job in Greensboro, North Carolina...
- 4/22/2024 12:00:00 AM
Application Analyst II (EPIC Ambulatory)
- Cone Health
-
Greensboro, NC
- Overview: Provides technical application support for complex clinical or business applications in the healthcare environ...
- 4/22/2024 12:00:00 AM
Director of SEO (Search Engine Optimization)
- Beacon Technologies
-
Greensboro, NC
- Beacon Technologies has an immediate opening for an experienced digital marketing leader to head our SEO team as the Dir...
- 4/22/2024 12:00:00 AM
EHR Reporting Analyst
- Beth Israel Lahey Health
-
Burlington, NC
- **When you join the growing BILH team, you're not just taking a job, youre making a difference in peoples lives.****Job ...
- 4/22/2024 12:00:00 AM
Real-Time Crime Center Crime Analyst
- City of High Point, NC
-
High Point, NC
- Salary: $57,100.16 - $77,496.64 Annually Location : High Point, NC 27260 Job Type: Full-Time Job Number: 6895 Department...
- 4/21/2024 12:00:00 AM
Senior Epic Willow Inpatient/Ambulatory Analyst
- TEKsystems
-
Greensboro, NC
- This position is 100% REMOTE (within the approved states; Alabama, Delaware, Florida, Georgia, Indiana, Louisiana, Michi...
- 4/20/2024 12:00:00 AM
About Greensboro, North Carolina
Greensboro (/ˈɡriːnzbʌroʊ/ (listen); formerly Greensborough) is a city in the U.S. state of North Carolina. It is the 3rd-most populous city in North Carolina, the 68th-most populous city in the United States, and the county seat and largest city in Guilford County and the surrounding Piedmont Triad metropolitan region. As of the 2010 census, the city population was 269,666, and in 2015 the estimated population was 285,342. Three major interstate highways (Interstate 40, Interstate 85, and Interstate 73) in the Piedmont region of central North Carolina were built to intersect at this city.
In ...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Contact Center Traffic and Scheduling Analyst jobs
$54,236 to $70,647
Greensboro, North Carolina area prices
were up 1.5% from a year ago
were up 1.5% from a year ago