Contact Center Scheduling Manager jobs in Arizona

Contact Center Scheduling Manager manages the contact center scheduling staff, activities, and goals. Ensures that staff has the information needed to appropriately analyze, forecast, and schedule work for the contact center. Being a Contact Center Scheduling Manager develops and oversees the scheduling systems, including process, policy, and operating structure. Responsible for the volume of work produced based on scheduling, and ensures operational goals are met regarding resource and budget targets. Additionally, Contact Center Scheduling Manager advanced analytical skills are typically required. Typically requires a bachelor's degree. Typically reports to a director. The Contact Center Scheduling Manager manages subordinate staff in the day-to-day performance of their jobs. True first level manager. Ensures that project/department milestones/goals are met and adhering to approved budgets. Has full authority for personnel actions. To be a Contact Center Scheduling Manager typically requires 5 years experience in the related area as an individual contributor. 1 - 3 years supervisory experience may be required. Extensive knowledge of the function and department processes. (Copyright 2024 Salary.com)

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Member Contact Center Manager
  • Credit Union West
  • Glendale, AZ FULL_TIME
  • Job Description

    Job Description

    Credit Union West has been named a Top Company to Work for in Arizona’ for the 11th year in a row (2013-2023)! This prestigious award announced by BestCompaniesAZ is earned by achieving stellar marks in a comprehensive workplace survey, where employees are asked to rate and share feedback including culture, leadership and overall satisfaction.

    Credit Union West continuously looks for ways to improve employee satisfaction and experience. In addition to high paying wages, Credit Union West also offers the following :

    • Full-time employees receive 100% paid health, dental & vision insurance
    • Earn incentives up to 15%, depending on position
    • 401K plan with employer matching funds up to 5%
    • Profit Sharing
    • Tuition reimbursement
    • Gym membership reimbursement
    • Paid time off for holidays, vacation, and sick days
    • Diverse and inclusive workplace
    • Credit Union West membership and discounts

    Be part of our award-winning team!

    Position Summary

    Enhances the quality of life for our members / team members by meeting or exceeding their service expectations. Leads, coaches, and engages team members to deliver a seamless member experience in an omni-channel environment.

    Ensures contact center metrics are achieved through planning and execution of all aspects of performance. Though effective supervision and coaching, leads team to ensure excellence in member service, sales production, and operational soundness.

    As a member of the leadership team, this person looks for opportunities to recognize their team and contribute to the Great Place to Work culture.

    Essential Functions & Additional Responsibilities

    20% - Leading Talent Hires, trains, directs and evaluates employee performance and behaviors to serve the member experience.

    Allocates resources to meet operational needs within the department. Provides leadership, coaching, and direction for their team members ensuring they have the support and development opportunities to become well-trained employees excelling in their roles.

    25% - Sales and Service Ensures service standards and sales production objectives are achieved. Ensures established contact center metrics, and service level agreements are met.

    Provides engaging communication that is professional, proactive, and responsive. Monitors employee performance and coaches effective loan application development, accuracy, follow up, and sales opportunities.

    Processes loan applications, funds loans, and opens new membership accounts as needed. Drives performance that leads to improved financial lives of our members.

    Makes talent development a priority for all branch team members and leads employees to achieve performance expectations.

    25% - Contact Center Management Effectively manages teleworking and in-person team members. Duties may include but are not limited to : Preparation of professional written employee documentation, de-escalation of member concerns, appraisal delivery, scheduling, timecard validation, training, completion of designated reports, and attending and contributing to meetings and projects.

    Analyzes data metrics, provides call monitoring and coaching, develops call scripts, updates phone system routing as needed.

    Actively completes quality control reviews, ensuring operational soundness of all areas of internal and regulatory compliance.

    Ensures adherence to established security protocols.

    25% - Omni-Channel Support and Performance Optimizes the Member Contact Center department by effectively supporting digital delivery initiatives.

    Ensures delivery of exceptional member experiences encompassing all member contact points, including calls, chat, email, SMS, and video chat.

    Responsible for the oversight of Online Account Opening and reviews to mitigate fraud. Serves on project teams and manages multiple concurrent objectives and activities while prioritizing and allocating time for deliverable commitments.

    5% - Performs other duties as assigned.

    Education :

    Associate’s college degree obtained through a formal 2-year program at an accredited educational facility preferred or equivalent experience preferred.

    Experience :

    5 - 8 years of previous leadership experience in a financial institution setting preferred or equivalent leadership experience.

    Skills & Competencies

    • Notary Commission, Signature Guarantee, and NMLS certification.
    • Use of personal internet-enabled Smartphone for Branch operating applications
    • Live the mission, vision, and core values of the credit union.
    • Able to communicate effectively and tactfully with employees and members both orally and in writing.
    • Demonstrate critical thinking and being self-reliant to better analyze and solve problems.
    • Effective time management and organizational skills. Ability to multi-task and be agile to serve members and employees.
    • Exceptional leadership skills : ability to motivate, influence, and engage direct and indirect reports and peers with a significant level of diplomacy and trust.
    • Excellent judgment and creative problem-solving skills including negotiation and conflict resolution skills.
    • Energetic, forward-thinking, and creative in business solutions with high ethical standards and trustworthiness.
    • Act as a change agent, who can collaborate with diverse interest and adapt to internal, market or regulatory-driven changes.
    • Strong mentoring, coaching experience to a team with diverse levels of expertise.
    • Excellent presentation skills, confident in all settings with individuals at all levels of the organization both internal and external.
    • Maintain working knowledge of Microsoft Office, SharePoint, and collaborative tools (Teams and Zoom).
    • Thorough knowledge and understanding of organization’s Employee Handbook and policies.
    • Must demonstrate a functional knowledge of the Bank Secrecy Act in addition to other Federal laws, including but not limited to : U.

    S. Patriot Act, Office of Foreign Assets & Control, Anti-Money Laundering, Right to Financial Privacy Act, and the Bank Bribery Act.

    1 day ago
  • 3 Days Ago

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Support Center (Service Desk) Manager
  • Contact Government Services, LLC
  • Tucson, AZ FULL_TIME
  • Support Center (Service Desk) ManagerEmployment Type: Full Time, Mid-levelDepartment: Information Technology CGS is seeking a Support Center (Service Desk) Manager to join our team supporting a wide-r...
  • 1 Month Ago

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Manager, Contact Center Support Programs
  • Solari, Inc.
  • Tempe, AZ FULL_TIME
  • The Job/What You'll Do: The Manager, Contact Center Support Programs (Peer Support) is responsible for overseeing all operational and programmatic aspects of the Peer Support and SAFEDVS programs unde...
  • 13 Days Ago

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Contact center
  • TEKsystems
  • Tempe, AZ FULL_TIME
  • One Medical in Partnership with TEKsystems* Description : Managing phone and message inquiries from our patients and those involved in their care as they navigate a complex healthcare system including...
  • 20 Days Ago

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Manager, Bank Sales and Service Contact Center (Deposits Servicing)
  • Jobs for Humanity
  • Phoenix, AZ CONTRACTOR,FULL_TIME
  • Job Description Why USAA? Join USAA and make a real impact in the lives of millions of U.S. military members and their families. We believe in honesty, integrity, loyalty, and service. Whether or not ...
  • 7 Days Ago

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Contact Center Representative
  • OrthoArizona
  • Chandler, AZ FULL_TIME
  • Contact Center Representative About OrthoArizona: At OrthoArizona, our mission is to provide exceptional quality and compassionate musculoskeletal care to our community. Founded in 1994, OrthoArizona ...
  • 18 Days Ago

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Call Center Manager
  • The Call Center Network
  • Tacoma, WA
  • Job Description Job Description ******This job will be located in Portland, OR surrounding area****** Rapidly growing, s...
  • 3/28/2024 12:00:00 AM

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Call Center Manager
  • Christopher Ligori & Associates
  • Tampa, FL
  • Job Description Job Description Pay: $40,000k to $45,000k plus year-end bonus Pay: $40,000k to $45,000k plus year-end bo...
  • 3/28/2024 12:00:00 AM

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Call Center Manager
  • The Call Center Network
  • Kent, WA
  • Job Description Job Description ******This job will be located in Portland, OR surrounding area****** Rapidly growing, s...
  • 3/28/2024 12:00:00 AM

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Call Center Manager
  • Automated Health Systems
  • Baltimore, MD
  • Automated Health Systems, a dynamic healthcare company, is hiring motivated and experienced call center management profe...
  • 3/27/2024 12:00:00 AM

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Call Center Manager
  • Frontline Source Group
  • Dallas, TX
  • Call Center Manager Our client located in Dallas, TX has a need for a Call Center Manager on a direct hire basis. Compan...
  • 3/27/2024 12:00:00 AM

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Call Center Manager
  • Ultimate Staffing
  • Brea, CA
  • Excellent opportunity to work for a leading Heating and Plumbing company in Brea, CA. Manage a team of 25 in the call ce...
  • 3/25/2024 12:00:00 AM

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Call Center Manager
  • Johnson & Johnson Heating and Air Conditioning
  • Martinsburg, WV
  • Job Description Job Description Who we are Come to a company where you will be appreciated, where you can create your ow...
  • 3/25/2024 12:00:00 AM

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Call Center Manager
  • Automated Health Systems
  • Baltimore, MD
  • Automated Health Systems, a dynamic healthcare company, is hiring motivated and experienced call center management profe...
  • 3/24/2024 12:00:00 AM

Arizona (/ˌærɪˈzoʊnə/ (listen); Navajo: Hoozdo Hahoodzo Navajo pronunciation: [xòːztò xɑ̀xòːtsò]; O'odham: Alĭ ṣonak Uto-Aztecan pronunciation: [ˡaɺi ˡʂonak]) is a state in the southwestern region of the United States. It is also part of the Western and the Mountain states. It is the sixth largest and the 14th most populous of the 50 states. Its capital and largest city is Phoenix. Arizona shares the Four Corners region with Utah, Colorado, and New Mexico; its other neighboring states are Nevada and California to the west and the Mexican states of Sonora and Baja California to the south and so...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Contact Center Scheduling Manager jobs
$93,887 to $134,951

Contact Center Scheduling Manager in Harrisburg, PA
Calabrio recently introduced Self-Scheduling, a new workforce management technology, to Calabrio Workforce Management platform.
January 18, 2020
Contact Center Scheduling Manager in Cheyenne, WY
Crucially, intra-day scheduling allows small changes during the day while considering unplanned agent absences and changes in customer demand.
January 30, 2020
Contact Center Scheduling Manager in Kansas City, MO
When it comes to scheduling, flexible work models don’t only benefit employees; it benefits management.
February 24, 2020