Contact Center Traffic and Scheduling Analyst jobs in Lansing, MI

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)

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Contact Center Representative
  • THE DART BANK
  • Holt, MI OTHER
  • Job Details

    Level:    Entry
    Job Location:    Delhi Office - Holt, MI
    Position Type:    Full Time
    Education Level:    High School
    Salary Range:    Undisclosed
    Job Shift:    Day
    Job Category:    Banking

    Description

    JOB DESCRIPTION

    CONTACT CENTER REPRESENTATIVE

               

     

    JOB SUMMARY: 

    Performs a wide variety of activities in the Contact Center.  Engages with customers in a blended virtual environment consisting of telephone, interactive video, web chat, secure mail and online banking interactions. Works with a quick and efficient pace with a primary focus of delivering exceptional customer service virtually.  Possesses extensive knowledge of bank products and services in an effort to identify customer needs and makes referrals and sales as appropriate. 

     

    JOB DUTIES: 

    1. Process transactions in a non-traditional teller environment while offering excellent service using various forms of digital interaction. Transactions may include withdrawals, deposits & payments

    2. Support and service new and existing customers using various forms of digital interaction, phone calls and e-mails, to ensure delivery of consistent, prompt, and professional customer experience

    3. Answers incoming calls to the bank, transferring to other departments/employees only when necessary

    4. Resolves customer issues efficiently and professionally with knowledge of all products, services and software

    5. Looks for and suggests additional contact methods for customers in order to deliver exceptional customer service

    6. Looks beyond the initial contact question to gain in-depth detailed understanding of each customer’s needs and refers bank products and services

    7. Responsible for attaining monthly sales goals

    8. Responsible for timely responses to incoming emails to the general bank email address

    9. Responsible for handling online banking chats

    10. Adheres to all Federal and State laws and regulations, including the Bank Secrecy Act

    11. Other duties as assigned by the Team Lead and Office Managers

     

    ESSENTIAL FUNCTIONS:

    1. Use of hands

    2. Vision

    3. Communicate verbally

     

    JOB SPECIFICATIONS:

    Education: High School Diploma or equivalent

    Skills:            

    • Ability to interact with customers in a warm and caring manner

    • Ability to perform simple arithmetic operations

    • Ability to sincerely listen to and meet the needs and respond in a fast paced and changing environment

    • Ability to learn/adapt to technologies and operations

    • Ability to interact over video

    Experience:   Customer service experience, 1 year banking experience preferred.

                                       

    ACCURACY AND ACCOUNTABILITY:

    Measured by customer satisfaction and the timely processing of assigned duties

     

    SUPERVISED BY:

    Contact Center Manager

     

    SUPERVISES:

    None

    Qualifications


    Dart Bank is a community bank, serving our community since 1925.  We specialize in providing financial services, but we are passionate about serving the community and building real relationships with people.  Dart Bank provides innovative financial services for both personal and business banking, consumer and mortgage loans, commercial loans and lines of credit, merchant credit card processing, investment services and more. Our array of products and services and our longstanding history within our communities shows we care about what matters most for our customers and we are there for them for the most important times in their lives.  Dart Bank. For What Matters Most.

     

    We offer:

    • Medical Benefits

    • Dental

    • Vision

    • 401(K) Employee Stock Ownership Plan

    • Paid vacation & sick time

    • Flexible scheduling

    • Employee Assistance Program

    • Dart Bank University

     

    At Dart Bank you can expect to be surrounded by a team that will support you and invest in your growth in a quick-paced work environment where we deliver exceptional customer service.  We are a local business that cares about our employees and our community.

     

    Dart Bank is committed to providing equal opportunity in employment, maintaining a diverse workforce, and prohibiting all forms of unlawful discrimination and harassment. 

     

    All employment decisions, policies, and practices, in terms of the recruitment process and other conditions and privileges of employment, will comply with applicable federal, state, and local anti-discrimination laws.  The Company seeks, employs, promotes, and compensates qualified individuals based on ability, as demonstrated by performance and other legitimate non-discriminatory factors, without regard to race, color, religion, national origin, citizenship, ancestry, sex (including sexual orientation, gender expression, and gender identity), age, physical or mental disability, pregnancy, genetic information, military status, veteran status, or any other protected status under federal, state (in Michigan: marital status, familial status, height, weight, and misdemeanor arrest record), or local law (individually and collectively, “Protected Class”). 

     

  • 7 Days Ago

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Senior Member Services Representative-Contact Center
  • LAFCU
  • Lansing, MI FULL_TIME
  • Provides thorough and accurate member service through opening accounts, loan services and other related functions that meet the needs of the member and LAFCU by performing the following duties.
  • 20 Days Ago

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Traffic Controller | Lansing
  • Traffic Management Inc.
  • Lansing, MI FULL_TIME
  • Overview WHO IS TRAFFIC MANAGEMENT INC?Protecting lives. Controlling traffic. Looking good in orange. Join our Team today! No Traffic Control experience necessary! We provide paid training and certifi...
  • 21 Days Ago

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Construction Traffic Control Technician
  • Spartan Barricading & Traffic Control Inc.
  • Mason, MI FULL_TIME
  • No experience needed, we will train! We are looking for dependable, motivated individuals with a positive attitude; a strong work ethic; and a willingness to work overtime and weekends when needed. Ap...
  • 7 Days Ago

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Service Center Analyst (Hybrid)
  • Municipal Employees' Retirement System of Michigan
  • Lansing, MI FULL_TIME
  • The primary objective of the Service Center Analyst is to connect with customers by forming relationships and consistently providing courteous and professional service. To do this, a person in this ro...
  • 22 Days Ago

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Service Center Analyst (Hybrid)
  • MERS
  • Lansing, MI FULL_TIME
  • The primary objective of the Service Center Analyst is to connect with customers by forming relationships and consistently providing courteous and professional service. To do this, a person in this ro...
  • 25 Days Ago

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0 Contact Center Traffic and Scheduling Analyst jobs found in Lansing, MI area

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Project Manager 1 (Hybrid)
  • DP Professionals
  • Lansing, MI
  • DPP is seeking a Project Manager for an opportunity in Lansing, Michigan. Work arrangement: Hybrid, onsite Mondays and T...
  • 3/28/2024 12:00:00 AM

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SAP Enterprise Architect
  • Concentrix
  • Lansing, MI
  • Job Title: SAP Enterprise Architect Job Description Your Journey at Concentrix + Webhelp Starts Here: At Concentrix + We...
  • 3/28/2024 12:00:00 AM

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System Analyst
  • Ageatia Global Solutions
  • Lansing, MI
  • Job Description: We are seeking a Systems Analyst (SA) to manage and administer computer infrastructure and software. Th...
  • 3/28/2024 12:00:00 AM

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Initiative Support Specialist
  • Advantasure
  • Lansing, MI
  • **Initiative Support Specialist** **Working at Advantasure is more than a job — you’re part of a team that is becoming t...
  • 3/28/2024 12:00:00 AM

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Payroll Administrator
  • Ingham County, MI
  • Lansing, MI
  • Salary : $55,637.09 Annually Location : Mason, MI Job Type: Regular Full Time Job Number: 202400060 Department: Financia...
  • 3/25/2024 12:00:00 AM

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Security Operations Center Analyst
  • Brooksource
  • Lansing, MI
  • Security Analyst (SOC) Lansing, MI (onsite) Full-time, contract with likelihood of permanent conversion Job Purpose The ...
  • 3/24/2024 12:00:00 AM

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Security Analyst
  • Brooksource
  • Lansing, MI
  • Job Purpose The Security Analyst is responsible for executing processes that prevent, detect and respond to security eve...
  • 3/24/2024 12:00:00 AM

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Sage 100 Cloud ERP or Acumatica Consultant
  • Lehman Wesley & Associates
  • Lansing, MI
  • Job Description Job Description Role Description This is a full-time hybrid role for an ERP Consultant, located in Michi...
  • 3/24/2024 12:00:00 AM

Lansing /ˈlænsɪŋ/ is the capital of the U.S. state of Michigan. It is mostly in Ingham County, although portions of the city extend west into Eaton County and north into Clinton County. The 2010 Census placed the city's population at 114,297, making it the fifth largest city in Michigan. The population of its Metropolitan Statistical Area (MSA) was 464,036, while the even larger Combined Statistical Area (CSA) population, which includes Shiawassee County, was 534,684. It was named the new state capital of Michigan in 1847, ten years after Michigan became a state. The Lansing metropolitan area,...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Contact Center Traffic and Scheduling Analyst jobs
$55,672 to $72,521
Lansing, Michigan area prices
were up 1.3% from a year ago