Contact Center Traffic and Scheduling Analyst jobs in Oregon

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
  • OnPoint Community Credit Union
  • Happy Valley, 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

    Essential Functions:

    • 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.

    Knowledge, Skills & Competencies:

    • 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.

    Qualifications

    Experience Requirements:

    • 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

     

    Additional Information: 

    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.

     

    Keywords: Inbound call center, call center, contact center, customer relationship manager, customer service rep, customer service representative, call center representative, call center rep, customer service associate, customer service agent, member service representative, CSR, contact center rep, contact center representative, solutions center

     

    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.

    #LI-Remote

     

  • 20 Days Ago

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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 ri...
  • 3 Days Ago

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Contact Center Manager
  • Kaiser Permanente
  • Hillsboro, OR FULL_TIME
  • Job Summary: Serves as the strategic, operational and administrative leader for assigned lines of business in a highly specialized Contact Center environment. Develop and maintain efficient ongoing op...
  • 3 Days Ago

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Contact Center Specialist or Officer
  • Marion & Polk Schools Credit Union
  • Salem, OR FULL_TIME
  • DescriptionMaps Credit Union seeks a Contact Center Specialist or Officer to provide exceptional service and information to members regarding Credit Union products or services, member transactions, an...
  • 7 Days Ago

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Contact Center Representative - Tech Support
  • OnPoint Community Credit Union
  • Happy Valley, OR FULL_TIME
  • Overview The Technical Operations Member Services Specialist delivers prompt, friendly and professional service to our members by managing incoming digital banking calls and effectively answering ques...
  • 19 Days Ago

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Scheduling Clerk - Central Scheduling - FT Days
  • McKenzie Willamette Medical Center
  • Springfield, OR FULL_TIME
  • Scheduling Clerk - Central Scheduling - FT Days Hourly Base Rate: $18.51 - $ 28.96 Shift: 8:00am - 4:30pm Hours Per Week: 40 hours per week Date Posted: 3/21/2024 Job Summary: Performs all functions o...
  • 3 Days Ago

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Technical Support Technician
  • Connect Search, LLC
  • Milwaukee, WI
  • Technical Support Technician Direct Hire Technical Support Technician opportunity with one of my clients based out of th...
  • 3/28/2024 12:00:00 AM

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Sales Internship Program
  • ALKU
  • Andover, MA
  • This is an On-Site position Summer 2024 - June 3, 2024 ALKU is looking for dynamic, motivated individuals to join the AL...
  • 3/28/2024 12:00:00 AM

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Sales Internship Program
  • ALKU
  • Amherst, MA
  • This is an On-Site position Summer 2024 - June 3, 2024 ALKU is looking for dynamic, motivated individuals to join the AL...
  • 3/28/2024 12:00:00 AM

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Senior Financial Analyst
  • Calabrio, Inc.
  • Minneapolis, MN
  • Calabrio, a leading customer experience intelligence company, is seeking a highly skilled and motivated Senior Financial...
  • 3/28/2024 12:00:00 AM

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UKG Associate Programmer Analyst – Universal Epic Universe
  • Universal Orlando
  • Orlando, FL
  • Universal Orlando Resort believes in-person collaboration is key to our success. Many of our Team Members work in a hybr...
  • 3/28/2024 12:00:00 AM

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Research Analyst
  • First Trust Capital Management L.P.
  • Chicago, IL
  • Summary The Research Analyst role at First Trust Alternative Investment Research (“FT AIR”) is focused on supporting all...
  • 3/28/2024 12:00:00 AM

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Sales Internship Program
  • ALKU
  • Harrisonburg, VA
  • This is an On-Site position Summer 2024 - June 3, 2024 ALKU is looking for dynamic, motivated individuals to join the AL...
  • 3/28/2024 12:00:00 AM

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Business Development Analyst
  • Makse Group
  • Denver, CO
  • Job Overview: As a Business Development Analyst, you will play a vital role in our company's growth by generating a robu...
  • 3/28/2024 12:00:00 AM

Oregon (/ˈɒrɪɡən/ (listen) ORR-ih-gən) is a state in the Pacific Northwest region on the West Coast of the United States. The Columbia River delineates much of Oregon's northern boundary with Washington, while the Snake River delineates much of its eastern boundary with Idaho. The parallel 42° north delineates the southern boundary with California and Nevada. Oregon is one of only four states of the continental United States to have a coastline on the Pacific Ocean. Oregon was inhabited by many indigenous tribes before Western traders, explorers, and settlers arrived. An autonomous government ...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Contact Center Traffic and Scheduling Analyst jobs
$57,823 to $75,323