Member Contact Center Real Time Analyst
Wescom Financial is a multi-channel communication contact center, and they are seeking a Real Time Analyst to monitor daily metrics and manage resources effectively. This role involves ensuring adequate resource coverage and adherence to schedules to enhance member service and satisfaction.
Responsibilities
- Manages the call volume, daily attendance, break and lunch schedules, team meetings and training as published by Workforce Management
- Monitors and adjust resource work schedules to ensure adequate resource coverage and achieve service level targets
- Administers volume contingency action plans as deemed necessary and appropriate
- Works closely with the operations team to analyze and help improve their delivery processes
- Generates ideas for process and service improvement planning
- Produces daily, biweekly and monthly internal reports
- Answers Floor Monitor/Attendance Line Calls during shift as required
- Provides assistance with the integration and implementation of new call center technologies
- Maintains proficiency in technology applications, including the operating system and ancillary systems. Must be knowledgeable with Excel. Contributes to organizational efforts in process improvements
- Ensures department compliance with audit and security standards, policies and procedures, and loss prevention measures. Maintains confidentiality of Credit Union and member records
- Communicates well, both verbally and in writing, effectively shares information and ideas with others, and demonstrates good listening skills
- Ensures individual appearance reflects the desired level of professionalism. Maintains the physical environment of the department according to Wescom standards
- Maintains good attendance and punctuality in adherence with Wescom policy
Skills
- High School graduate
- Bachelor's Degree or Minimum of one year of experience in a multi-channel call center environment
- Previous financial industry and customer service experience preferred
- Knowledgeable with industry standard call center metrics
- Intermediate knowledge of various forecasting / scheduling software
- Strong organizational skills; attention to detail and accuracy
- Strong analytical and problem solving skills
- Ability to prioritize workload, meet deadlines and perform multiple tasks with attention to detail
- Ability to communicate call center data/forecasts to all levels of employees in an understandable fashion
- Excellent communication skills, both written and oral
- Possess good decision making and analytical skills, and ability to exercise good judgment
- Ability to maintain confidentiality of credit union and member records
- Proficient in Microsoft applications (Word, Excel, Outlook)
- Must be proficient in technology applications including the Credit Union's operating system and specialized software required for performance of position
- Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals
- Ability to compute rates, ratios and percentages and to create and interpret bar graphs
- Maintains good attendance and punctuality in adherence with Wescom policy
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