Contact Center Scheduler jobs in Essex, VT

Contact Center Scheduler is responsible for monitoring the contact center workload and scheduling function. Assists in analyzing contact center patterns, including volumes, trends, attrition rates, and contact center representative productivities. Being a Contact Center Scheduler utilizes the analysis results to forecast contact center workload and builds scheduling plans to meet business objectives. Assists in maintaining and adjusting staffing schedule assignments to maintain contact center key performance indicators. Additionally, Contact Center Scheduler may require a bachelor's degree. Typically reports to a manager. The Contact Center Scheduler work is closely managed. Works on projects/matters of limited complexity in a support role. To be a Contact Center Scheduler typically requires 0-2 years of related experience. (Copyright 2024 Salary.com)

N
Contact Center Supervisor
  • New England Federal Credit Union
  • South Burlington, VT FULL_TIME
  • Position: Contact Center Supervisor

    Hours: Normal schedule between: Monday-Friday, 8:00am – 6:00pm, and every other Saturday, 9:00am-1:00pm, w/alternate day off

    Location: 88 Technology Park Way in South Burlington, VT

    Position description:

    The Contact Center Supervisor provides supervisory and operational support to Contact Center employees. Coordinates work scheduling and workflow in the department. Ensures that all employees maintain high levels of member service and receive coaching and training regularly. Monitors call volumes and service levels for optimal performance and ensures that Member Relationship Development objectives are met. Evaluates and makes decisions based on employee performance and hiring. Acts as liaison between impacted members, agents, and other departments when applicable. Has specialized knowledge of NEFCU business processes (policy/procedure), product/services, regulatory requirements, and credit union-wide knowledge, with a focus on digital knowledge and troubleshooting.


    Specific duties include:

    • Coach, counsel, develop, and support Contact Center member service representatives to provide quality interactions and service to all members; Provide weekly coaching to each employee by providing feedback to ensure quality conversations; answer employee questions as needed.
    • Encourage staff to actively participate in continuing education and learning opportunities and ensure all new employees are thoroughly trained in all phases of the job
    • Foster a team atmosphere and set the example by providing leadership for change and supporting strategic initiatives of the department and NEFCU. Promote and support employee and team morale.
    • Ensure consistent day-to-day operations of Contact Center to meet member/management expectations. Consistently monitor and adjust staff schedule to meet service level goals as well as quality goals.
    • Supervise workflow and weekly/daily scheduling and coverage of all Contact Center employees including Saturdays, training scheduling, manage breaks and lunchtime to ensure coverage and make sure within time allotment to meet service and quality level department goals.
    • Provide oversight and direction to staff; Communicate expectations, manage performance, and coordinate performance reviews.
    • Provide information updates for Contact Center staff (software, system issues, workflow, products, services, policy and procedure changes). Communicate the resolution of system issues as identified by members and staff.
    • Act as liaison between impacted members, agents, and other departments to maintain communication and collaboration.
    • Review Service Level reports and take action as needed regarding number of calls, abandon rate, wait times, outages for online services; reviews handle time, follow-up, and after call work (ACW).
    • Meet weekly with Associate VP, Contact Center to discuss team and game plans. Meet Weekly with AVP, Contact Center and peer to discuss developing coaching skills and department functionality.
    • Must comply with all company policies and procedures, applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control.

    Qualifications:

    • A two-year college degree or completion of a specialized course of study at a business or trade school equivalent to approximately 64 credit hours.
    • Three years to five years of similar or related experience, including preparatory experience. Familiarity with bank or credit union products and services.
    • Supervisory or coaching experience preferred, preferably in a call center environment.
    • A significant level of trust, credibility and diplomacy is required.
    • Communication; People Management; Engagement/Connecting with Others.

    EOE

  • 20 Days Ago

N
Contact Center Member Service Associate
  • New England Federal Credit Union
  • Montpelier, VT FULL_TIME
  • New England Federal Credit Union is recruiting for Member Service Associates to join our Contact Center in South Burlington OR Montpelier! These team members will provide efficient, accurate, and poli...
  • 1 Month Ago

T
Scheduler (FT)
  • Thomas Chittenden Health Center
  • Williston, VT FULL_TIME
  • Job Description:Busy family practice is looking for a full-time scheduler. Successful candidates must have a friendly personality, enjoy working on the phone and with patients, be dependable, be detai...
  • 19 Days Ago

C
Surgical Scheduler
  • CVPH Medical Center
  • Plattsburgh, NY FULL_TIME
  • Overview Min Rate = $17.06 / Max Rate = $24.74. *Placement is in accordance with the Collective Bargaining Units Agreement. The Surgical Scheduler works under the direction of the Practice Supervisor ...
  • 22 Days Ago

M
Scheduler - Healthcare
  • Mountain View Center
  • Rutland, VT FULL_TIME
  • Genesis is one of the nations' leading provider of healthcare services from short-term to long-term care and a wide variety of living options and professional clinical services. We are changing how ca...
  • 13 Days Ago

C
Scheduler/Registrar - The Women's Center - Per Diem
  • Copley Hospital
  • Morrisville, VT PER_DIEM
  • Overview Schedulers are an essential part of our Women's Center to facilitate the communication with staff, patients, and physicians. Schedulers ensure a positive experience for patients in obtaining ...
  • 3 Days Ago

Filters

Clear All

  • Filter Jobs by companies
  • More

0 Contact Center Scheduler jobs found in Essex, VT area

P
Senior Product Manager (Hybrid Work Schedule)
  • Parts Town
  • Plattsburgh, NY
  • Position at Parts Town See What We're All About As the fastest growing distributor of foodservice equipment parts, we li...
  • 3/28/2024 12:00:00 AM

B
Administrative Coordinator
  • Bath Fitter
  • South Burlington, VT
  • Bath Fitter is the first choice, industry leader in bathroom renovations, and has been manufacturing and installing prem...
  • 3/28/2024 12:00:00 AM

G
Wound Care Coordinator - RN
  • Genesis Healthcare LLC
  • Burlington, VT
  • Benefits * Health, Dental, Vision, Company-paid life insurance, 401K, Paid Time Off * Variable compensation plans * Dive...
  • 3/28/2024 12:00:00 AM

H
Office Manager - DJ's Tree Service
  • Harrier Financial Recruitment
  • Colchester, VT
  • Position Type: Full-Time Reports To: Vice President of Operations Location: On-site Salary Range: $51,000 - $80,000 annu...
  • 3/27/2024 12:00:00 AM

B
FT Administrative Scheduling Coordinator - Work From Home>
  • Begreatsa
  • Plattsburgh, NY
  • [Administrative Assistant / Fully Remote] - Anywhere in U.S. / Competitive pay / Medical, dental & vision / 401k / PTO -...
  • 3/26/2024 12:00:00 AM

T
Office Manager
  • The Source and Recruit Company
  • Colchester, VT
  • Position Type: Full-Time Reports To: Vice President of Operations Location: On-site Salary Range: $51,000 - $80,000 annu...
  • 3/26/2024 12:00:00 AM

P
Receptionist
  • Pete's RV Center
  • South Burlington, VT
  • About Our Company Pete's RV Center of Vermont is a family owned business that keeps New England families enjoying the gr...
  • 3/26/2024 12:00:00 AM

P
SAP S/4 HANA ABAP Developer (Remote Work Schedule)
  • Parts Town
  • Plattsburgh, NY
  • Position at Parts Town See What We're All About As the fastest growing distributor of foodservice equipment parts, we li...
  • 3/25/2024 12:00:00 AM

Essex is the most populous town in the U.S. state of Vermont and the second most populous incorporated area in Chittenden County, Vermont and the entire state of Vermont, with the first (in both cases) being Burlington, Vermont at 42,452 according to a 2015 U.S. census estimate. Essex has an estimated population of 21,199 in 2016. The village of Essex Junction is located within the town, and that village is home to the state of Vermont's busiest Amtrak station and largest private employer, GlobalFoundries. Vermont Route 289 crosses the town from east to west. Essex is located in central Chitte...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Contact Center Scheduler jobs
$45,634 to $63,615
Essex, Vermont area prices
were up 1.6% from a year ago