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)
SESLOC Credit Union is looking for a customer focused and energetic person to help us create an exceptional experience for the members that we serve. As a Contact Center Representative, (Bilingual - English/Spanish preferred), you will spend your day assisting existing and new potential members via telephone. You'll help answer basic questions regarding credit union products and services and provide technical support for online banking and our mobile app. You will promote and educate callers about credit union loans, deposit products, digital banking and any other products or services that would help them meet their financial goals.
A successful Contact Center Representative will possess the following skills and traits:
Education/Experience: High school diploma or GED required and six months to two years of similar or related experience, including time spent in preparatory position or equivalent combination of education and experience.
As a Contact Center Representative, you can be based out of either our Santa Maria or San Luis Obispo location. Our schedules range from 8am to 6pm Monday through Friday. Must be available to work approximately one Saturday per month from 9:00 am to 1:00 pm.
Bilingual (English/Spanish) preferred.
EOE
As part of the recruitment process, SESLOC may run a bond check, credit check and criminal history check as part of the recruitment process. If SESLOC runs these reports, we will obtain your authorization first.
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