Contact Center Traffic and Scheduling Analyst jobs in Salem, OR
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 Representative
- OnPoint Community Credit Union
-
Portland, OR
FULL_TIME
-
Overview
Not just a Customer Service Representative, but a Contact Center Representative! We (OnPoint Community Credit Union) are a not-for-profit financial institution and are Member owned. That’s right, our Members own us and we are here to serve them with the best customer service out there! Our Contact Center team sits in our Clackamas Operations Contact Center and are the first line of communication with our Members who call in for a variety of questions, transactions and other financial services and needs. Through an interactive, responsive and consultative approach, Contact Center Representatives are responsible for effectively handling in-bound calls and emails from our Members and are passionate about providing extraordinary Customer Service. They use knowledge of financial products, services, procedures, as well as customer service skills to conduct a variety of account transactions, provide information and support, address and resolve issues/concerns and refer business to callers in a manner exceeding customer service satisfaction. OnPoint employees are rewarded, acknowledged and appreciated! We take care of our Members and OnPoint takes care of us by offering employees a generous vacation package, incentives, competitive hourly pay, 100% - paid employee medical, dental and vision premiums, Tri-Met / parking passes, 401k matching, tuition reimbursement and more!
Responsibilities- Effectively communicates with members and colleagues on general and complex inquiries and skillfully use customer service skills to find resolutions and answers to inbound calls and emails. Identifies solutions leading to the retention and the building of member relationships while consistently maintaining a high level of customer service.
- Exceeds customer service standards while maintaining peer average call volume.
- Answer all inbound calls by welcoming callers in a polite, friendly and professional manner. Continue great customer service throughout the phone call by thanking caller by name, demonstrating interest and willingness to help, projecting energy in tone, being friendly and genuine and ensuring callers’ needs are fulfilled.
- Effectively handle high inbound call volume while representing Credit Union in a friendly and professional manner while providing exceptional customer service to Members.
- Answers questions, troubleshoots requests and brings appropriate resolution to account problems.
- Maintains knowledge of all products, services, and processes offered by the Credit Union to effectively build member relationships and provide superior customer service.
- Refers financial products and services and meet established referral goals set by Contact Center Manager.
- Understands the practices of various support departments and the overall impact on customer service and the work flow.
- Is knowledgeable of and adheres to established policies, procedures and processes and exercises appropriate approval authority.
- May assist in training new and existing employees, in conjunction with Contact Center management and the Training Department.
- May perform outbound calling to build member relationships.
- Perform other duties as assigned.
- Possesses excellent written and oral communication skills. Use language effectively to gather information and facilitate the exchange of thought and ideas. Expresses self clearly and logically.
- Possesses exceptional analytical skills and use of sound judgement. Is competent at applying logic to solve problems.
- Is proficient in arithmetic, ten-key and basic computer skills
- Competently handles a variety of task simultaneously independently.
- Competently works under pressure, is skilled at calmly diffusing highly charged situations and works with a sense of urgency.
- Proficient at researching and analyzing information.
- Possesses strong interpersonal skills. Possesses excellent collaboration skills and uses positive communication techniques in order to effectively resolve conflict.
- Is a quick and thorough learner and competently applies newly learned information.
- Is quick to adopt and support frequent updates and changes.
- Must be detail oriented and skilled in data entry.
- High School Diploma or equivalent
- Preferred one year customer service experience
- Application of basic computer skills
- Preferred previous job duties in a CSR / Customer Service Representative titled position
- Knowledge of financial institutions and bilingual skills a plus
- Experience in the use of general math, experience with ten-key and basic computer skills
- Must have Saturday availability
Starting Pay: $21.00 per hour with no previous banking experience! See what it is like to be a Contact Center Representative at OnPoint: https://onpointcu.wistia.com/medias/wjjgdaj8bx
To authentically live up to our purpose of building strong communities, OnPoint is committed to prioritizing diversity, equity and inclusion in our conversations, relationships, actions, and services. Our DEI strategy will be guided by continuous education, data-driven performance metrics, shared accountability and an emphasis on cultivating meaningful and respectful connections.
OnPoint Community Credit Union is an equal opportunity employer committed to creating a diverse workforce. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, among other factors. - 30 Days Ago
Student Energy Analyst: OSU Energy Efficiency Center
- Oregon State University
-
Corvallis, OR
FULL_TIME
- This recruitment will be used to fill multiple part-time (a maximum of 20 hours per week during academic terms and a maximum of 40 hours per week during academic breaks) Student Energy Analysts positi...
- 1 Month Ago
Scheduling Coordinator
- Yakima Valley Farm Workers Clinic
-
Lancaster, OR
FULL_TIME
- Join our team as a Scheduling Coordinator at Lancaster Family Health Center in Salem, OR, and be part of a healthcare organization that believes in making a difference beyond medical care! At Yakima V...
- Just Posted
Scheduling coordinator
- Signature Healthcare at Home
-
Salem, OR
FULL_TIME
- Overview The Scheduling Coordinator is responsible for the coordination of patient / client physician orders, pre- authorizations and patient / client visits of physician orders, pre-authorizations an...
- Just Posted
Scheduling Coordinator
- YM Staffing Solution
-
Salem, OR
FULL_TIME
- Applicants for all positions must be or become fully vaccinated against Covid-19 if selected for hire. Valid medical or religious exemptions will be considered but serial Covid-19 testing will be requ...
- 10 Days Ago
Scheduling Coordinator
- Senior Helpers Salem
-
Salem, OR
FULL_TIME
- Prove miracles can happen!Why make a difference in only one person’s life when you can positively impact many? Be a relationship builder/problem solver for Senior Helpers of Salem. As the Scheduling C...
- 12 Days Ago
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0 Contact Center Traffic and Scheduling Analyst jobs found in Salem, OR area
Security Operations Center (SOC), Manager
- Zoom
-
Salem, OR
- What you can expect? The SOC Manager will be responsible for driving continuous improvement of our logging and detection...
- 4/24/2024 12:00:00 AM
Locum Tenens Nurse Anesthetist (CRNA) - $175-200 per hour
- Hiring Now!
-
Salem, OR
- Jackson and Coker is seeking a CRNA Anesthesia for a locum tenens job in Albany, Oregon. Job Description & Requirements ...
- 4/24/2024 12:00:00 AM
Data Analyst
- Cardinal Health
-
Salem, OR
- **What Data Analytics brings to Cardinal Health:** The Data & Analytics Function oversees the analytics life-cycle in or...
- 4/23/2024 12:00:00 AM
Locum Tenens CRNA - Anesthesia - $175-200 per hour
- Hiring Now!
-
Salem, OR
- Jackson and Coker is seeking a CRNA Anesthesia for a locum tenens job in Albany, Oregon. Job Description & Requirements ...
- 4/23/2024 12:00:00 AM
Locum Tenens Nurse Anesthetist (CRNA) - $175-200 per hour
- Hiring Now!
-
Turner, OR
- Jackson and Coker is seeking a CRNA Anesthesia for a locum tenens job in Albany, Oregon. Job Description & Requirements ...
- 4/23/2024 12:00:00 AM
Locum Tenens CRNA - Anesthesia - $175-200 per hour
- Adventist Health
-
Turner, OR
- Jackson and Coker is seeking a CRNA Anesthesia for a locum tenens job in Albany, Oregon. Job Description & Requirements ...
- 4/23/2024 12:00:00 AM
Locum Tenens CRNA - Anesthesia - $175-200 per hour
- Hiring Now!
-
Independence, OR
- Jackson and Coker is seeking a CRNA Anesthesia for a locum tenens job in Albany, Oregon. Job Description & Requirements ...
- 4/23/2024 12:00:00 AM
Locum Tenens Nurse Anesthetist (CRNA) - $175-200 per hour
- Hiring Now!
-
Independence, OR
- Jackson and Coker is seeking a CRNA Anesthesia for a locum tenens job in Albany, Oregon. Job Description & Requirements ...
- 4/23/2024 12:00:00 AM
About Salem, Oregon
Salem /ˈseɪləm/ is the capital of the U.S. state of Oregon, and the county seat of Marion County. It is located in the center of the Willamette Valley alongside the Willamette River, which runs north through the city. The river forms the boundary between Marion and Polk counties, and the city neighborhood of West Salem is in Polk County. Salem was founded in 1842, became the capital of the Oregon Territory in 1851, and was incorporated in 1857.
Salem had a population of 169,798 in 2017, making it the second-largest city in the state after Portland. Salem is a little under an hour's driving dis...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Contact Center Traffic and Scheduling Analyst jobs
$57,928 to $75,457
Salem, Oregon area prices
were up 3.9% from a year ago
were up 3.9% from a year ago