Contact Center Traffic and Scheduling Analyst jobs in Carmel, IN

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)

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Contact Center Representative - Bilingual
  • Financial Center First Credit Union
  • Indianapolis, IN FULL_TIME
  •  

    POSITION TITLE: Contact Center Representative              

    REPORTS TO: Contact Center Manager

    PAY GRADE: 6,7

    DEPARTMENT: Contact Center  

    FLSA STATUS: Non-Exempt

     

    PURPOSE: The primary purpose of this position is to fulfill our Member’s First Pledge of Valued Relationships, Trusted Solutions.   To live out the pledge the position must deliver high quality service to both internal and external members.  The position responds to member inquiries and solves problems in a prompt and courteous manner which meets our Member Service Standards.

    CULTURAL EXPECTATIONS:

    • Adheres to Financial Center’s Policy and Procedures 
    • Acts as a role model within and outside Financial Center 
    • Maintains a positive and respectful attitude 
    • Communicates regularly with supervisor about department issues 
    • Demonstrates flexible and efficient time management and ability to prioritize workload 
    • Consistently reports to work on time prepared to perform duties of position 
    • Demonstrate enthusiastic support of corporate mission, core values and long term objectives.   
    • Resolves questions or problems on the basis of past precedent and interpretation of policy and procedural guidelines.  
    • Must be able to work independently while helping the Center reach its goals
    • Projects the professional image of the Credit Union
    • Work with team towards meeting stated Service Level Expectations
    • Meet department standards for acceptable error ratios in new accounts, GL posting, and transaction posting. Meet stated individual Service and Sales goals
    • Provide accurate, effective communications to members
    • Must be flexible enough to make changes and modify schedules to accommodate department needs when applicable. 

     

    ESSENTIAL DUTIES:

    • Receives member interactions by telephone, live chat or email and must determine purpose of the call and either transacts the business or refer them to the appropriate staff associate.
    • Must demonstrate an ability to effectively cross-share Credit Union products and services in order to deepen member relationships
    • Must be able to handle multiple tasks and function in a busy call center atmosphere.
    • Responsible for servicing the full range of Credit Union products and services
    • Assists members in resolving account problems or account research
    • Responsible for educating and enrolling members on Financial Center’s electronic services (Money Line, Financial Center Online, Bill Payer, The Hub, ATM & Check/Debit Cards)  
    • Must be proficient in all Credit Union electronic services in order to provide technical support for new or existing users of Financial Center Online, Bill Payer, and the Credit Union web site
    • Fields and effectively responds to member questions regarding services available, payroll deduction/direct deposit, share and loan interest rates, dividend calculations, and location and operating hours of Centers, etc.
    • Performs other duties commensurate with this position

     

    REQUIRED BACKGROUND:

    • High school education or equivalent
    • Should have two years previous experience at a financial institution or call center environment, familiar with related policy and procedures
    • Contact Center Representative I – Less than 2 years of similar or related Financial Institution experience.
    • Contact Center Representative II – Has 2 or more years of similar or related financial institution experience. Additional responsibilities include but may not be limited to:  Call escalations.
    • Expected to demonstrate a consistent ability to meet or exceed sales and service goals.
    • Courtesy, tact and diplomacy are essential elements of the job. Work involves much personal contact with others inside/or outside the organization 
    • Work requires professional written and verbal communication and interpersonal skills.  
    • Should be familiar with the Credit Union bylaws, policies, procedures and state and federal laws effecting all operations of the Center.  Should have a thorough knowledge of all Credit Union products and services or become well versed in 90 days.
    • Professional service attitude, with effective follow up on work and any outstanding issues or member interactions.
    • Proficient in Microsoft Office and other Credit Union systems or become well versed in 90 days   

     

    WORK ENVIRONMENT: Work may require physical mobility within the general work area, continual communication with members, repetitive tasks and a high level of attention to security.  The work is performed in a general office environment.

     

  • 1 Month Ago

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Contact Center Representative
  • Financial Center First Credit Union
  • Indianapolis, IN FULL_TIME
  • POSITION TITLE: Contact Center Representative REPORTS TO: Contact Center ManagerPAY GRADE: 6,7DEPARTMENT: Contact Center FLSA STATUS: Non-Exempt PURPOSE: The primary purpose of this position is to ful...
  • 1 Month Ago

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Contact Center Representative - Full-Time
  • Financial Center First Credit Union
  • Indianapolis, IN FULL_TIME
  • POSITION TITLE: Contact Center Representative REPORTS TO: Contact Center ManagerPAY GRADE: 6,7DEPARTMENT: Contact Center FLSA STATUS: Non-Exempt PURPOSE: The primary purpose of this position is to ful...
  • 11 Days Ago

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Contact Center Support Expert
  • Insite Managed Solutions
  • Indianapolis, IN FULL_TIME
  • *Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time. Job Type: Full-time, In-Office 7820 Innovation...
  • 12 Days Ago

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Contact Center Specialist
  • Industrial Federal Credit Union
  • Lafayette, IN FULL_TIME
  • Role:Provides members and potential members with fast, courteous, and accurate service on the phone; explains services; responds to problems; and directs members' phone calls to the appropriate area.E...
  • 12 Days Ago

A
Contact Center Representative
  • AAA Hoosier Motor Club
  • Indianapolis, IN OTHER
  • Job Details Job Location: College Park - 8751 Wesleyan Road - Indianapolis, IN Salary Range: Undisclosed DescriptionABOUT AAA HOOSIER MOTOR CLUB: Since 1902, AAA Hoosier Motor Club, headquartered in I...
  • 1 Month Ago

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0 Contact Center Traffic and Scheduling Analyst jobs found in Carmel, IN area

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Purchasing Analyst
  • City of Carmel, IN
  • Carmel, IN
  • Salary: $77,894.00 - $93,471.00 Annually Location : Carmel City Hall, IN Job Type: Full Time Department: Finance Opening...
  • 3/28/2024 12:00:00 AM

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Senior Business Infrastructure Analyst
  • Fiserv, Inc.
  • Fishers, IN
  • Calling all innovators - find your future at Fiserv. We're Fiserv, a global leader in Fintech and payments, and we move ...
  • 3/28/2024 12:00:00 AM

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Software Engineer - Junior(REMOTE)
  • SynergisticIT
  • Indianapolis, IN
  • Since 2010 Synergisticit has helped Jobseekers differentiate themselves by providing candidates the requisite skills and...
  • 3/28/2024 12:00:00 AM

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Travel Nurse RN - Med Surg - $1,798 per week
  • Adventist Health
  • Indianapolis, IN
  • Supplemental Health Care is seeking a travel nurse RN Med Surg for a travel nursing job in Indianapolis, Indiana. Job De...
  • 3/28/2024 12:00:00 AM

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Travel Nurse RN - Hospice - $2,017 per week
  • Adventist Health
  • Indianapolis, IN
  • Supplemental Health Care is seeking a travel nurse RN Hospice for a travel nursing job in Indianapolis, Indiana. Job Des...
  • 3/28/2024 12:00:00 AM

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Healthcare Provider Network Contractor
  • Ewings Associates
  • Carmel, IN
  • Healthcare Provider Network Contractor In preparation for future projects, EWINGS is seeking to build relationships with...
  • 3/26/2024 12:00:00 AM

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Associate Business License Specialist
  • DuCharme, McMillen & Associates
  • Indianapolis, IN
  • Why are long tenures and low turnover rates the norm at DMA? When you are an employee owned company, you are all about y...
  • 3/26/2024 12:00:00 AM

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HCM Systems Analyst
  • Arthur Lawrence
  • Carmel, IN
  • Arthur Lawrence is urgently looking for an HCM Systems Analyst for a client in Carmel, IN. Kindly review the job require...
  • 3/26/2024 12:00:00 AM

Carmel occupies the southwestern part of Hamilton County, adjacent to Indianapolis and, with the annexation of Home Place in 2018, is now entirely coextensive with Clay Township. It is bordered to the north by Westfield, to the northeast by Noblesville, to the east by Fishers, to the south by Indianapolis in Marion County, and to the west by Zionsville in Boone County. The center of Carmel is 15 miles (24 km) north of the center of Indianapolis. According to the 2010 census, Carmel has a total area of 48.545 square miles (125.73 km2), of which 47.46 square miles (122.92 km2) (or 97.76%) is lan...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Contact Center Traffic and Scheduling Analyst jobs
$55,891 to $72,806
Carmel, Indiana area prices
were up 1.3% from a year ago