Contact Center Traffic and Scheduling Analyst jobs in Indiana
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)
Recently Added Contact Center Traffic and Scheduling Analyst jobs
Contact Center Representative
- Financial Center
-
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.
- 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
- 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
- 16 Days Ago
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...
- 5 Days Ago
Outbound Contact Center Representative
- AAA Hoosier Motor Club
-
Indianapolis, IN
OTHER
- Job Details Job Location: College Park - 8751 Wesleyan Road - Indianapolis, IN Position Type: Full Time Education Level: High School Salary Range: Undisclosed Travel Percentage: Negligible Job Categor...
- 5 Days Ago
Contact Center Representative
- 3Rivers Federal Credit Union
-
Richmond, IN
FULL_TIME
- Position: Contact Center RepresentativeReports To: Contact Center Representative ManagerPosition Type: Non-ExemptPosition SummaryThe Contact Center Representative is a key role in the Member Services ...
- 6 Days Ago
Contact Center Manager
- Community First Bank of Indiana
-
Kokomo, IN
FULL_TIME
- At Community First Bank of Indiana (CFB) we set our intentions to serve and give our best to others each day. Our mission? We partner with you to build a better future. Ready to get started? As part o...
- 7 Days Ago
Contact Center Specialist
- Human Resouces Department
-
Indianapolis, IN
FULL_TIME
- GENERAL FUNCTION The Contact Center Specialist works under the guidance of the Director of the Contact Center and will provide an exceptional Y experience by engaging members and program participants ...
- 10 Days Ago
Contact Center Traffic and Scheduling Analyst jobs at Popular Companies
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- Epic Special Education Staffing
-
Lake Stevens, WA
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Bilingual Call Center Analyst
- Clark Creative Solutions
-
Silver Spring, MD
- Job Description Job Description We are seeking a highly motivated and customer-oriented Bilingual Call Center Representa...
- 6/11/2024 12:00:00 AM
Call Center Analyst, Work Force Management *Remote*
- Providence St. Joseph Health
-
Renton, WA
- Description Providence Health Plan caregivers are not simply valued - they're invaluable. Join our team and thrive in ou...
- 6/11/2024 12:00:00 AM
Call Center Analyst & Scheduling Specialist
- Metlife Legal Plans
-
Cleveland, OH
- Job Description Job Description MetLife Legal Plans is currently hiring a Client Service Center Analyst & Scheduling Spe...
- 6/11/2024 12:00:00 AM
Behavior Analyst Assistant in Arizona (Mesa, Glendale, Phoenix areas)
- American Behavioral Solutions
-
Phoenix, AZ
- Job Description American Behavioral Solutions is searching for passionate, highly motivated and organized individuals to...
- 6/10/2024 12:00:00 AM
Technical Lead
- TekJobs
-
Alpharetta, GA
- Required Skills: Tier2 Support. Focus on Outage and Incident tickets passed from T1- team 12*5 and 24*7 on Call. Analyst...
- 6/8/2024 12:00:00 AM
Call Center Analyst 1
- Iron Bow Technologies
-
Manassas, VA
- Iron Bow Technologies is for people who believe trust is paramount, transformation is embraced, and the future is here, ...
- 6/8/2024 12:00:00 AM
About Indiana
Indiana /ˌɪndiˈænə/ (listen) is a U.S. state located in the Midwestern and Great Lakes regions of North America. Indiana is the 38th largest by area and the 17th most populous of the 50 United States. Its capital and largest city is Indianapolis. Indiana was admitted to the United States as the 19th U.S. state on December 11, 1816. Indiana borders Lake Michigan to the northwest, Michigan to the north, Ohio to the east, Kentucky to the south and southeast, and Illinois to the west.
Before becoming a territory, various indigenous peoples and Native Americans inhabited Indiana for thousands of ye...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Contact Center Traffic and Scheduling Analyst jobs
$56,265 to $73,293