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)
Position Summary
This position is responsible for consistently providing exceptional service to our members in person, by telephone and / or through online communication.
Provides members with timely, courteous and professional paying and receiving services. Responsible for performing a broad variety of financial services such as resolving member inquires, providing account information and resolving or referring electronic services issues.
Actively builds relationships with new, existing and prospective members and cross-sells products and services using consultative selling techniques.
Demonstrates teamwork through positive interaction and cooperation with fellow associates, members of management and other departments.
Supports and promotes the Credit Union's Vision, Mission and Core Values.
Primary Responsibilities
In addition to proficiency in all Teller duties and responsibilities, this position will also be responsible for the following :
Educational / Experience Requirements
Qualifications
Job Posted by ApplicantPro
Last updated : 2024-03-24
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