Contact Center Traffic and Scheduling Analyst, Sr. jobs in Fort Smith, AR

Contact Center Traffic and Scheduling Analyst, Sr. 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, Sr. 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, Sr. 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, Sr. work is generally independent and collaborative in nature. Contributes to moderately complex aspects of a project. To be a Contact Center Traffic and Scheduling Analyst, Sr. typically requires 4-7 years of related experience. (Copyright 2024 Salary.com)

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Contact Center Sales and Service Representative
  • Arvest Bank
  • Fort Smith, AR FULL_TIME
  • Position is located at 5000 Rogers Ave., Fort Smith, AR

    External candidates may be able to work remotely after the initial 120 day training period with sufficient performance.

    Internal candidates may be able to work remotely from day one in position.

    Remote associates can be located anywhere in the Arvest footprint (AR,KS,MO,OK).

    Hours: Flexibility/Availability required Monday through Friday 7am to 8pm and rotating Saturdays 8am to 5pm.

    Pay is based on a number of factors including the successful candidate’s job-related knowledge and skills, qualifications, and prior experience. Arvest offers a comprehensive suite of benefits, including a full range of health and life, financial, and wellness benefits. For more information about benefits, please visit www.arvest.com/careers/benefits .

    Summary:

    SU M M A R Y : The Contact Center Sales and Service Representative serves as the first point of contact for our customers, answering calls, providing information, and solving problems. The associates are expected to engage with the customers and uphold the Arvest standard of customer service in this fast-paced call center environment. A friendly, helpful and genuinely engaged Representative will identify customers’ needs, clarify information, research each issue and provide solutions and/or alternatives and seize opportunities to cross-sell banking products when they arise. In this position, you must be well organized, have strong communication skills, and be comfortable working in multiple software systems simultaneously while speaking with our customers. You must also feel comfortable in determining which additional products and services may benefit the customer and begin a conversation introducing the product benefits directly to the customer. After paid training, you will work independently as well as part of a team to meet personal and team goals.

    ESSE N T I A L DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

    • Provide exceptional internal and external customer service by displaying sincere, outgoing, friendliness which includes answering phones promptly, consistently exhibit courtesy, competency and concern while responding timely and using customer’s name.
    • Answer internal and external customer telephone inquiries by using proper telephone guidelines, account verification techniques, utilizing multiple banking systems to access customer account information and following through to a satisfactory resolution on inquiries, requests or complaints promptly. Explain bank policies and procedures courteously and patiently.
    • Complete all required documentation to meet customer needs and collaborate with internal groups to facilitate customer fulfillment.
    • Escalate unresolved or complex inquiries to the appropriate personnel or department when necessary.
    • Maintain thorough knowledge of all bank products and services and cross-sell additional services to customers by using independent judgement in recognizing opportunities and educating customers about product enhancements, new products or new services.
    • Assist branch associates by processing customer requests when recording of calls is necessary.
    • Understand and comply with bank policy, laws, regulations, and the bank's BSA/AML Program, as applicable to your job duties. This includes but is not limited to; complete compliance training and adhere to internal procedures and controls; report any known violations of compliance policy, laws, or regulations and report any suspicious customer and/or account activity.

    TE A M ACCOUNTABILITIES:

    • Support and uphold the Arvest Mission Statement.
    • Uphold the Arvest Code of Ethics and ensure that confidential information is safeguarded.
    • Maintain a high level of cooperation and rapport with all associates in order to ensure accurate and efficient operations and service.
    • Formulate and communicate new ideas and suggestions that will improve profitability and efficiency for the company’s overall operation.
    • Promote professionalism at all times.

    Responsibilities:

    Q U A LIFICATION REQUIREMENTS:

    To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

    EDUC A T IO N AND/OR EXPERIENCE:

      • High School Diploma or General Education Degree (GED) required.
      • 1 year of customer service experience required.
      • Proven ability to work across multiple software systems simultaneously required.
      • Cross-selling/retail/consumer sales experience preferred.
      • Call Center experience preferred.
      • Banking experience preferred.

    OT HE R SKILLS AND ABILITIES:

    • Must be able to arrive at work on time, work on site and have regular work attendance
    • Must be able to work cooperatively with other co-workers regardless of personality, presence or communication style
    • Must be able to provide cordial customer service regardless of customer personality, presence or communication style
    • Must be able to perform several tasks at once
    • Must be able to work in a stressful atmosphere
    • Must be able to rotate job tasks
    • Must be able to occasionally work overtime
    • Must be able to coordinate multiple and changing priorities
    • Must be able to verbally communicate with all other associates
    • Must be able to operate telephone, scanner, copier and FAX machines
    • Must be able to move from department, division, or bank to department, division or bank to attend meetings
    • Must be able to operate personal computer keyboard in order to create reports, schedules and other appropriate documentation

    PHYSICAL DEMANDS:

    The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

    While performing the duties of this job, the associate is regularly required to stand, walk, sit, and to talk and hear. The associate must occasionally reach with hands and arms; stoop, kneel, or crouch.

    The associate may occasionally be required to lift or move up to 25 pounds.

    Specific vision abilities required by this job include close, distance and color vision and the ability to adjust focus.

    The incumbent must be able to travel occasionally by themselves within the US, including overnight, and via automobile and air.

    WORK ENVIRONMENT:

    The work environment characteristics described here are representative of those an associate may encounter while performing the essential functions of this job. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

    The noise level in the work environment is usually moderate.


    Grade 11

    Pay Range: $16.88 - $20.05 per hour

  • 1 Month Ago

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Remote Medical Scheduling Specialist- Fort Smith- Patient Access Center
  • Patient Access Center
  • Fort Smith, AR FULL_TIME
  • Company Name: Community Health Systems- Patient Access Center Position Name: Remote Medical Scheduling Specialist This position is remote. This position is full time, which is 40 hours per week. If yo...
  • 3 Days Ago

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Remote Medical Scheduling Specialist- Las Cruces- Patient Access Center
  • Shared Services Center - Fort Smith
  • Fort Smith, AR FULL_TIME
  • The Patient Access Center (PAC) supports our clinics and patients by scheduling appointments, assisting patients and getting clinical calls sent to the appropriate parties for patient care. We strive ...
  • 4 Days Ago

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CERTIFIED NURSES AIDE - Sr. Care, PRN
  • Johnson Regional Medical Center
  • Clarksville, AR OTHER
  • Description: Job Summary: Assists patients with activities of daily living, provides basic nursing care to non-acutely ill patients and assists in maintenance of a safe and clean environment under the...
  • 8 Days Ago

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Remote Training Analyst
  • Shared Services Center - Fort Smith
  • Fort Smith, AR FULL_TIME
  • Provides general training to all new and existing employees on revenue cycle concepts, processes, and systems. Essential Duties and Responsibilities Assists with the strategic development, coordinatio...
  • 20 Days Ago

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RN - SR Care, Part-Time, 6:30a-7p Days Vary
  • Johnson Regional Medical Center
  • Clarksville, AR PART_TIME
  • Job PostingRN - SR Care, Part-Time, 6:30a-7p Days Vary Job Summary: Provides direct and indirect patient care. Communicates with physicians/Nurse Manager/co-workers, as appropriate about changes in pa...
  • 18 Days Ago

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0 Contact Center Traffic and Scheduling Analyst, Sr. jobs found in Fort Smith, AR area

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Travel Nurse RN - MICU - Medical Intensive Care Unit - $1,918 per week
  • Adventist Health
  • Fort Smith, AR
  • Supplemental Health Care is seeking a travel nurse RN MICU - Medical Intensive Care Unit for a travel nursing job in For...
  • 3/28/2024 12:00:00 AM

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Assistant Cook
  • Save the children
  • Poteau, OK
  • Position Title: Assistant Cook/Food Transporter, Head Start Employee Type: Full-Time Regular Supervisor Title: Manager, ...
  • 3/28/2024 12:00:00 AM

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Travel Cath Lab Technologist - $2,368 per week
  • Stability Healthcare
  • Fort Smith, AR
  • LanceSoft is seeking a travel Cath Lab Technologist for a travel job in Fort smith, Arkansas. Job Description & Requirem...
  • 3/27/2024 12:00:00 AM

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Travel MRI Technologist - $2,242 per week
  • TRS Healthcare
  • Fort Smith, AR
  • Supplemental Health Care is seeking a travel MRI Technologist for a travel job in Fort Smith, Arkansas. Job Description ...
  • 3/27/2024 12:00:00 AM

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Travel Nurse RN - Home Health - $2,022 per week
  • Adventist Health
  • Sallisaw, OK
  • Supplemental Health Care is seeking a travel nurse RN Home Health for a travel nursing job in Sallisaw, Oklahoma. Job De...
  • 3/26/2024 12:00:00 AM

Fort Smith is the second-largest city in Arkansas and one of the two county seats of Sebastian County. As of the 2010 Census, the population was 86,209. With an estimated population of 88,037 in 2017, it is the principal city of the Fort Smith, Arkansas-Oklahoma Metropolitan Statistical Area, a region of 298,592 residents that encompasses the Arkansas counties of Crawford, Franklin, and Sebastian, and the Oklahoma counties of Le Flore and Sequoyah. Fort Smith has a sister city relationship with Cisterna, Italy, site of the World War II Battle of Cisterna, fought by United States Army Rangers c...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Contact Center Traffic and Scheduling Analyst, Sr. jobs
$58,797 to $79,723
Fort Smith, Arkansas area prices
were up 1.2% from a year ago