Contact Center Scheduling Manager jobs in Levittown, NY

Contact Center Scheduling Manager manages the contact center scheduling staff, activities, and goals. Ensures that staff has the information needed to appropriately analyze, forecast, and schedule work for the contact center. Being a Contact Center Scheduling Manager develops and oversees the scheduling systems, including process, policy, and operating structure. Responsible for the volume of work produced based on scheduling, and ensures operational goals are met regarding resource and budget targets. Additionally, Contact Center Scheduling Manager advanced analytical skills are typically required. Typically requires a bachelor's degree. Typically reports to a director. The Contact Center Scheduling Manager manages subordinate staff in the day-to-day performance of their jobs. True first level manager. Ensures that project/department milestones/goals are met and adhering to approved budgets. Has full authority for personnel actions. To be a Contact Center Scheduling Manager typically requires 5 years experience in the related area as an individual contributor. 1 - 3 years supervisory experience may be required. Extensive knowledge of the function and department processes. (Copyright 2024 Salary.com)

Recently Added Contact Center Scheduling Manager jobs

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Universal Membership Specialist - Contact Center
  • Nassau Financial Federal Credit Union
  • Hempstead, NY FULL_TIME
  • About the Job

    Salary: $20.00 - $23.00.
    Shift: 40-hour work week; Monday through Friday. Saturdays on rotation
    Work Location: East Meadow Headquarters 
    Benefits: Medical, Dental, 401K, Vision, Short Term Disability, Long Term Disability and Paid Time Off.

    Working at Nassau Financial Federal Credit Union means being part of something larger than yourself.  At Nassau Financial, it is more than a job; we offer a career experience where you can grow personally and professionally, while being an integral part of advancing our service mission “Improving the financial well-being of each member and the communities we serve.”
     
    At Nassau Financial, our team of professionals are the backbone of achieving our mission each day. One of the primary means to achieve this end is to develop a highly effective team of employees and advance each employee to their highest potential through coaching and leadership. Our employees are responsible for ensuring that outstanding service is delivered to both internal and external members. A key component of this service is to identify the financial needs of the member and recommend an appropriate credit union solution.

    Our corporate tenets are an integral part of our culture and how we do business:
    • Commitment to Service: Providing extraordinary service with every interaction both internally and externally to exceed the expectations of our members.
    • Teamwork: Together we succeed through a spirit of mutual respect and collaboration. Feedback is welcomed and contributes to building a positive team spirit to achieve organizational goals.
    • Professionalism: Team members are approachable and treat others with respect and consideration; accepts responsibility for own actions; follows through on commitments.
    • Fun: We work hard, that’s why it’s called a job! However, working efficiently and effectively with others to achieve our goals can be fun too.
    • Community Engagement: Our industry was founded on the principles of people helping people. Being involved in the community through volunteerism is a great way to help others.
    • Continuous Improvement: An on-going effort to make sure that our processes, methods, and practices are as efficient, accurate, and as effective as possible. We do this by examining and improving our processes to eliminate bottlenecks, use the best software, and take advantage of the most efficient methods.

    Overview of the Role:
    This role will be responsible for effectively developing and maintaining a financial relationship with our members. This includes identifying member inquiries and providing account resolution and solutions matched to member needs.  by building relationships to determine their needs. To provide a product and/or service solution to help meet the member’s need in a professional, prompt and efficient manner. Overall, responsible for exceeding credit union goals. This position will be a hybrid of remote and in-branch work environment.

    Accountabilities and Responsibilities:
    • To deliver service consistent with our Service Promises.
    • Strive for one call resolution and execute best practices in accordance with call monitoring scoresheet. 
    • Conduct profile assessment for cross sell opportunities. 
    • Recommend products that fulfill financial requirements of member within lending and credit guidelines.
    • Register leads into Synapsys CRM tool for “next step” follow up action. 
    • Partner with internal departments to resolve member inquiries across all channels, i.e.; Lending, Auditing, OSS, Accounting, Real Estate.
    General:
    • Cross sell appropriate products suited to member’s profile and confirmed thru needs -based questions to attain sales goals covering member acquisition, new checking accounts, loan production, cross sell, and insurance related policies. Build multi product relationships with each member to increase loyalty factor. 
    • Participate in monthly contests to achieve new product goals and ongoing goal of opening new checking accounts. 
    • Possess proficient product knowledge as measured by the annual product knowledge certification assessment.
    • Identify Member’s needs, clarify information, research every issue and provide solutions and/or alternatives. Utilize effective listening and questioning techniques to identify primary need of member. 
    • Accountable for the appropriate and timely response and resolution to member issues and concerns. 
    • Responsible for properly maintaining and processing share and consumer loan applications from all delivery channels through our core processing software in an efficient and timely manner.
    • Responsible & accountable for remaining current on changes within the legal, regulatory, economic, competitive, and technology environments which may affect share, consumer lending, and Internet programs
    • Provide technical expertise in the resolution of any problems related to internet related products including but not limited to, mobile -t Banking, Bill Pay, and e-Statements. 
    • Effectively communicate with Membership through various digital/electronic channels such as e-mail, e-chat, mobile banking.
    •  Process account inquiries, address changes, closing accounts, when necessary, account maintenance requests, reconciliation and payroll requests.
    • Proactively modify performance based on Management coaching and/or feedback resulting from performance management tools. 
    • Notify management or applicable personnel of any system issues in a timely manner.
    • Responsible for seeking out the appropriate training to further enhance expertise and professional development.
    • Handle Shared banking inquiries and transactions and member to closest shared branch, if possible. 
    • Individual will be responsible and accountable for contributing to the credit union goals.
    • Comply with Verafin guidelines, re: internal watch list, alerts for loan fraud, check disbursements, wire transfer fraud.
    • Respond knowledgeably and courteously to members' questions concerning Credit Union policies and procedures.
    • Accountable for knowledge of Credit Union Policies and Procedures and how to appropriately communicate to members.
    • BSA/AML compliance (and compliance with the Office of Foreign Assets Control) is the responsibility of all employees throughout the organization.  This is achieved through: annual training, reporting compliance issues to the attention of the Compliance Officer and keeping aware of regulatory requirements.
    Contact Center:
    • Responsible for facilitating account opening inquiries & the opening of new accounts to existing members via the telephone, verifying and obtaining proper documentation. Distribution of the appropriate disclosures through the mail in order to comply with regulatory guidelines.
    • Effectively manage -inbound and outbound sales and service calls in a timely manner. Strive for ASA (average speed of answer) -and abandonment rates in in accordance with annual goals. 
    • Implements effective presentation skills to clearly communicate needs-based solutions and problem resolution by controlling call flow, maintaining steady pace and tone, and confirm transactions in accordance to member requests. Closes with conviction to satisfy member request and sets up any “next steps” in Synapsys (CRM tool). Multi tasks with software applications to support numerous member requests.
    In-Branch:
    • Responsible for facilitating account opening inquiries & the opening of new accounts to existing members, verifying and obtaining proper documentation. Distribution of the appropriate disclosures through the mail or electronic mail in order to comply with regulatory guidelines.
    • Conduct interview to develop information concerning a member’s financial need and cross sell all products and /or services including those of credit union affiliated partners.
    • Responsible for all IRA opening, processing and completion of all documents. 
    • Process member death claims and follow-up documentation.
    • Conduct account transactions that are unable to be performed at the ITM or at peak times, such as but not limited to:
      • Account closures.
      • Transfers.
      • Check Disbursals.
      • Check Deposits.
    • At the direction of, or in the absence of, the Manager: balance and perform daily maintenance of ITM, Coin Machine, Vault Cash, Branch Checks and Money Orders.  Replenish as needed; correct minor maintenance problems, remove coin bags, perform audits as required. 
    ITM:
    • Effectively communicate with members through video in a professional and engaging manner, following ITM teller protocol by walking members through their transaction, explaining transaction prompts, answering any questions while remaining on the screen throughout the session.
    • Develop proficiency in all ITM related technology to ensure a seamless Member experience.
    • Serve members in an accurate, professional, courteous, efficient manner through prompt handling of all teller functions. Convey the experience of personal interaction through a warm screen presence in a conversational manner.
    • Process the required teller transactions, such as, but not limited to:
      • Deposits, withdrawals, transfers and cashed checks.
      • Loan advances and payments.
      • Credit card payments.
      • Closed account transactions.
      • Process Shared Branch Transactions.
    • Process check deposits according to the credit union’s check hold and dispensing policy. Includes attention to detail to ensure accuracy with check amounts, endorsements required and identification. 
    • Perform independent certain teller activities using sound principles of judgement and discretion while enlisting supervisory resources of support for matters that may require override or expertise relative to recognizing risks or potential fraud. 
     Other Duties:
    • Performs functions related to the ITM Teller when necessary to meet the needs of the Credit Union and its members.
    • Possess knowledge in Lending and Home Equities.
    • Work Schedule requires the ability to work flexible hours and Saturdays. May be assigned to other branches/departments as business dictates. 
    • Working remotely (from home) may be required.
    • The ability to capture and scan loan documentation. 
    • Effectively participate in department meetings, trainings, credit union promotions, community events, and business development efforts. 
    • Perform other duties as assigned.

    Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, specific job duties, certifications, etc.
    Nassau Financial FCU is an Equal Opportunity Employer. m/f/h/v.
  • 23 Days Ago
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Manager- Call Center
  • Altice USA
  • Bethpage, NY FULL_TIME
  • Altice USA is a cutting-edge communications, media, and tech company. We connect people to what matters most to them; texting with friends, advertising that resonates, or binge watching their favorite...
  • 19 Days Ago
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Patient Communication Center Manager
  • Integrated Medical Professionals PLLC
  • Success, NY FULL_TIME
  • Description Integrated Medical Professionals, PLLC (IMP) is the largest multi-specialty urology focused practice in the country. Our doctors and staff are committed to providing the highest level of q...
  • 9 Days Ago
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Scheduling Coordinator
  • Integra Vascular
  • Woodmere, NY FULL_TIME
  • Integra Vascular provides patient-focused, preventative vascular care to the people of our communities and to long-term residents of medical facilities nationwide. Our mission is to minimize unnecessa...
  • 19 Days Ago
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Scheduling coordinator
  • Consilium Partners360, LLC
  • Hyde Park, NY FULL_TIME
  • Staffing Coordinator Full Time 4-5 days / week Temp-to-perm opportunity Excellent part-time opportunity to to provide part time support as part of the staffing team focused on delivering balanced sche...
  • Just Posted
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Scheduling Registrar
  • Mount Sinai South Nassau Hospital
  • Hicksville, NY FULL_TIME
  • Status : Full Time Regular Shift: DAY SHIFT Department: Patient Access Position Summary Summary: The Scheduling Registrar assists in the department’s objectives in maximizing reimbursement for service...
  • 10 Days Ago
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0 Contact Center Scheduling Manager jobs found in Levittown, NY area

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Customer Service Specialist
  • Consumer Legal Group
  • New York, NY
  • FLSA Status: Non-Exempt Reports to: Call Center Manager Hourly/Salary: Hourly Are you a friendly and empathetic individu...
  • 4/28/2024 12:00:00 AM
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Customer Service Specialist
  • Consumer Legal Group
  • New York, NY
  • FLSA Status: Non-Exempt Reports to: Call Center Manager Hourly/Salary: Hourly Are you a friendly and empathetic individu...
  • 4/28/2024 12:00:00 AM
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Ecommerce Customer Service & Call Center Manager
  • Marc Fisher Footwear
  • New York, NY
  • We are seeking an experienced, highly motivated, hands on E-Commerce Customer Service Manager to provide excellent custo...
  • 4/27/2024 12:00:00 AM
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Client Care Representative
  • Benjamin Franklin Plumbing - Tom's River
  • Deer Park, NY
  • JOB SUJMMARY This position answers incoming client telephone calls. Assists with the supervision and dispatching of all ...
  • 4/26/2024 12:00:00 AM
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Director of Customer Service
  • Appleone Employment Services
  • New York, NY
  • Our client is a large health plan located in NYC. They are in immediate need of a Director of Customer Service -Lead cal...
  • 4/26/2024 12:00:00 AM
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Ecommerce Customer Service & Call Center Manager
  • Marc Fisher Footwear
  • New York, NY
  • We are seeking an experienced, highly motivated, hands on E-Commerce Customer Service Manager to provide excellent custo...
  • 4/25/2024 12:00:00 AM
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Balducci's Full Time Catering Driver - Scarsdale, NY
  • Albertsons Companies, Inc.
  • Scarsdale, NY
  • Responsible for loading and unloading catering deliveries Perform all physical duties of the job (heavy lifting and bend...
  • 4/24/2024 12:00:00 AM
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Director of Customer Service
  • AppleOne Employment Services
  • New York, NY
  • Our client is a large health plan located in NYC. They are in immediate need of a Director of Customer Service -Lead cal...
  • 4/24/2024 12:00:00 AM
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About Levittown, New York

Levittown, New York is an unincorporated area in Nassau County, New York. It can be defined in three overlapping but non-conforming ways. The most common use is Levittown as defined by the United States Postal Service Zip Code 11756. Another definition is the extent of the Levitt & Sons development built from 1947 to 1951. A third is the Census Designated Place (CDP) called Levittown as defined by the US Census Bureau. The United States Postal Service ZIP code called Levittown, New York is 11756 and what is most commonly used to mean Levittown, New York. It does not include all the houses ...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Contact Center Scheduling Manager jobs
$105,501 to $151,645
Levittown, New York area prices
were up 1.6% from a year ago
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What does a Contact Center Scheduling Manager do?

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Oodles of scheduling software programs exist to assist managers with this process, but rarely do these tools fully integrate with your existing processes and applications.
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For example managers can flexibly change break times and lunches or move people between skill groups, front office and back office work.
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Management Quality Assurance Workforce Management Coaching For Performance Supervisor / Team Leader Agent / Customer Service Rep Call Center Campus Week.
January 21, 2020