Member Contact Center Real Time Analyst
Wescom Financial is a multi-channel communication contact center committed to delivering exceptional member experiences. The Member Contact Center Real Time Analyst is responsible for monitoring daily metrics and managing resources to ensure optimal service levels for incoming calls, chats, and emails. This role involves collaboration with various teams to enhance performance and adherence to schedules.
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
- Knowledgeable with industry standard call center metrics
- Bachelor's Degree or Minimum of one year of experience in a multi-channel call center environment
- 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
- Previous Financial Industry And Customer Service Experience Preferred
Company Overview