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)
Contact Center - Corporate (Onsite)
Position Summary
The Contact Center Representative Lead will be responsible for the accurate and timely processes of various assignments within the Contact Center department, specific to assisting the service team. The Contact Center Representative Lead’s role involves, managing schedule, including break, lunches, conducting monthly audits, and to provide coaching to the service team.
The Contact Center Representative Lead provides personalized service to members via alternate channels (phone, email, web, fax, chat and in person) to attract, enhance, and retain member relationships. Incorporates Service Plus into all aspects of member contacts and continually build relationships with members to increase memberships. Further enhances these relationships through the cross-selling of products and services to meet all the members’ financial needs. Understands the detailed features and benefits of all products and services available and presents them in a professional manner. Strives to meets assigned goals, including but not limited to, share, deposit, lending and referral partner goals. Supports the Credit Union in all initiatives with a positive attitude and a willingness to get the job done.
Essential Duties and Responsibilities
Must comply with applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control.
Please note: This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties responsibilities and activities may change at any time with or without notice.
Minimum Qualifications
Do you want to be valued as an employee?
Employees are Meriwest’s most valuable resource. We provide competitive wages and a supportive environment that promotes career advancement. Meriwest utilizes a grading system to determine salary ranges for all positions. Each grade is assigned a salary range which consists of a minimum, midpoint, and maximum rate. The Contact Center Representative Lead position is a Grade 8.
*The target range for entry in a new position is between the minimum and midpoint of the range, depending on experience and qualifications.
We also offer an excellent, fully comprehensive benefits program, including:
Meriwest is an equal opportunity employer that is committed to inclusion and diversity. All qualified applicants will receive consideration for employment. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics.
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