Contact Center Traffic and Scheduling Analyst jobs in Jacksonville, FL

• Establishes customer service work processes and standards in line with organizational customer service initiatives and goals.
• Monitors inbound calls and queue, and tracks key performance indicators such as abandonment rate, calls completed, and customer satisfaction.
• Coaches team members on client questions and assists with the most complex issues.
• Monitors customer service calls to provide frequent feedback and conducts performance evaluations for employees in assigned group.
• Forecasts future call volumes and creates employee work schedules to meet anticipated demands.
• Conducts weekly team meetings to discuss weekly performance, significant developments, upcoming trainings and events, and staffing.

• Vocational and/or Technical Education Preferred

• 3 Years Required; 5 Years Preferred

• Physical Requirements: Sedentary Work

Additional Information

• This role will be a Team Lead on the Contact Center team that supports our Vendor Equipment Finance business

Preferred Qualifications

• Prior experience coaching and mentoring a team to improve in achieving their key performance indicators (KPIs)
• Tenured experience working in a call center environment
• Prior vendor equipment finance experience
• Strong written and verbal communication skills

Posting End Date: 4/26/24

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EverBank is committed to the well-being of its associates. That's why we offer a comprehensive Total Rewards package commensurate with the position and job-related qualifications, skills and knowledge. EverBank strives to pay wages competitive with those prevailing in our geographic areas and industry.

EverBank's Total Rewards package includes superior benefits such as, health, wellness and work life offerings that can help you achieve and maintain your best possible physical, emotional and financial well-being.

EverBank prohibits pay discrimination on the basis of any protected characteristic.

EverBank may require a background check as a condition of employment. Qualified applicants with arrest and/or conviction records will be considered in accordance with applicable federal, state, and local laws and regulations, including, but not limited to, any laws and regulations specifically pertaining to banks and federal contractors.

EverBank seeks priority referrals of protected veterans for jobs at all locations within the state.

EverBank provides nationwide banking services to consumer and commercial clients through a variety of channels, including online and mobile applications, as well as its Florida-based financial centers.

VEVRAA Federal Contractor

EverBank, N.A. is an equal opportunity (EEO) employer, dedicated to maintaining a work environment free of bias, harassment, discrimination and retaliation. As an EEO employer, EverBank expressly prohibits discrimination, harassment and retaliation based on protected characteristics such as race, creed, ethnicity, color, age, religion, sex, sex stereotype, pregnancy, sexual orientation, gender, gender identity, gender expression, transgender status, marital status, national origin, ancestry, physical or mental disability, genetic history and information, or military or veteran status. Providing a safe, inclusive environment is a priority at EverBank and, consistent with that mission, EverBank considers all qualified applicants for employment regardless of protected status.

We will not discharge or in any other manner discriminate against associates or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another associate or applicant. However, associates who have access to the compensation information of other associates or applicants as a part of their essential job functions cannot disclose the pay of other associates or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by us, or (c) consistent with our legal duty to furnish information.

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