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)
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:
Process transactions in a non-traditional teller environment while offering excellent service using various forms of digital interaction. Transactions may include withdrawals, deposits & payments
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
Answers incoming calls to the bank, transferring to other departments/employees only when necessary
Resolves customer issues efficiently and professionally with knowledge of all products, services and software
Looks for and suggests additional contact methods for customers in order to deliver exceptional customer service
Looks beyond the initial contact question to gain in-depth detailed understanding of each customer’s needs and refers bank products and services
Responsible for attaining monthly sales goals
Responsible for timely responses to incoming emails to the general bank email address
Responsible for handling online banking chats
Adheres to all Federal and State laws and regulations, including the Bank Secrecy Act
Other duties as assigned by the Team Lead and Office Managers
ESSENTIAL FUNCTIONS:
Use of hands
Vision
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
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”).
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