Member Contact Center Real Time Analyst

Position Summary

The Member Contact Center (MCC) requires a high and consistent level of member service to support strategic goals. The Real Time Analyst monitors daily metrics and real-time states of contact center representatives.

Required Functions

• Manages call volume, daily attendance, break and lunch schedules, team meetings and training.
• Maintains resource work schedules to ensure adequate coverage and achieve service level targets.
• Administers volume contingency action plans as necessary.
• Collaborates with Workforce Management and MCC Assistant Manager-Operations to understand metrics and track representative performance.
• Generates process and service improvement ideas.
• Produces daily, biweekly, and monthly internal reports.
• Answers Floor Monitor/Attendance Line Calls.
• Provides assistance with new call center technology integration.
• Maintains proficiency in technology applications, including operating system and ancillary systems.
• Must be proficient in Excel.
• Contributes to organizational process improvements.
• Maintains confidentiality of Credit Union and member records.
• Communicates well, both verbally and in writing, and demonstrates good listening skills.
• Maintains professional appearance.
• Maintains good attendance and punctuality.

Qualifications

• High School graduate or equivalent.
• Previous financial industry and customer service experience preferred.
• Knowledgeable with industry standard call center metrics.
• Bachelor’s degree or 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.
• Excellent communication skills, both written and oral.
• Good decision-making and analytical skills, and ability to exercise good judgment.
• Computer skills: Proficient in Microsoft applications (Word, Excel, Outlook).
• Proficient in technology applications including the Credit Union’s operating system and specialized software required for performance of position.
• Mathematical skills: Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals; compute rates, ratios and percentages; create and interpret bar graphs.

Physical Demands

• Frequent standing, walking, sitting, reaching, climbing, balancing, stooping, kneeling, crouching, crawling.
• Use hands to finger, handle or feel.
• Talk and hear.
• Adjust focus.

Work Environment

• Moderately quiet environment.
• Non-smoking environment.