Contact Center Traffic and Scheduling Analyst, Sr. 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, Sr. 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, Sr. 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, Sr. work is generally independent and collaborative in nature. Contributes to moderately complex aspects of a project. To be a Contact Center Traffic and Scheduling Analyst, Sr. typically requires 4-7 years of related experience. (Copyright 2024 Salary.com)
Job Opening: Contact Center Specialist
Join Greenville Federal Credit Union as a Contact Center Specialist and step into a dynamic role where your communication skills will shine! This exciting position offers the opportunity to be a key player in assisting our members with their financial needs. As a Contact Center Specialist, you will have the chance to provide exceptional service, build relationships, and make a positive impact on our members' lives.
If you are passionate about customer service and enjoy working in a fast-paced environment, this role is perfect for you. Don't miss out on this rewarding opportunity - apply today!
DAY TO DAY AS A CONTACT CENTER SPECIALIST
As a Contact Center Specialist at Greenville Federal Credit Union, you will play a pivotal role in delivering exceptional member service. By answering incoming calls promptly and efficiently, you will be the first point of contact for our members seeking assistance with a range of account services, from processing transactions to addressing inquiries. Your ability to multitask and leverage technology effectively will be key to succeeding in this position. With a strong focus on educating members about our various products and services, you will have the opportunity to make a real difference in meeting their financial needs.
WHAT WE'RE LOOKING FOR IN A CONTACT CENTER SPECIALIST
To excel as a Contact Center Specialist at Greenville Federal Credit Union, candidates should demonstrate proficiency in utilizing essential software tools like MS Word, Excel, and Outlook. A minimum of one year of service or sales experience in a retail or contact center setting is required, showcasing the ability to handle customer inquiries effectively. A high school diploma or GED equivalent is necessary to meet the educational requirements for this role.
Excellent communication skills are paramount, as candidates must interact with members in a clear, concise, and professional manner. The ability to articulate complex financial information in an accessible manner and address member needs with empathy and understanding will be essential to succeed in this dynamic position.
A LITTLE ABOUT US
Greenville Federal Credit Union offers a competitive benefits package, including generous PTO, holiday pay, on-demand pay, affordable medical and dental plans, a wide array of ancillary insurance products, a competitive 401-k plan with a generous match, and a friendly work environment that emphasizes service excellence.
Greenville Federal Credit Union is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, physical or mental disability, age, veteran status, or any other basis protected by federal, state, or local law.
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