Contact Center Scheduling Supervisor leads contact center scheduling function daily activities. Responsible for contact center workforce scheduling to ensure high utilization rate and operational needs. Being a Contact Center Scheduling Supervisor coordinates with management to forecast headcount needs and develop staffing plan. Provides recommendations for improving contact center scheduling and operations. Additionally, Contact Center Scheduling Supervisor advanced analytical skills are typically required. Typically requires a bachelor's degree. Typically reports to a manager. The Contact Center Scheduling Supervisor supervises a small group of para-professional staff in an organization characterized by highly transactional or repetitive processes. Contributes to the development of processes and procedures. To be a Contact Center Scheduling Supervisor typically requires 3 years experience in the related area as an individual contributor. Thorough knowledge of functional area under supervision. (Copyright 2024 Salary.com)
Pay Range : $16.00 - $21.14The Contact Center Agent I is responsible for researching, troubleshooting, and resolving customer inquiries.
Provide customers information regarding their deposit and loan accounts, as well as product or service information. Complete account, product maintenance as well as complete monetary customer transactions.
Responsible for creating a positive customer experience and representing the NBT brand and core values.
The Contact Center supports customer inquiries through phone, message center, social media, e-mail, and other channels. Focusing on a single customer support channel, the incumbent will satisfy customer inquiries directly and recognize non-standard transactions to escalate.
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Tasks Performed :
55% Responsible for resolving consumer customer inquiries via one customer support channel. Use active listening skills, ask probing questions to collect information needed to resolve customer inquiries.
Provide customer with account, product or service information. Source data across multiple banking systems in order to research and resolve customer inquiries.
Guide customers through basic troubleshooting steps Responsible for learning new products, and services in a fast-changing environment.
Accountable for meeting metric driven goals.
20% Responsible for creating a positive customer experience and achieving defined satisfaction goals on customer satisfaction surveys.
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Last updated : 2024-04-03
0 Contact Center Scheduling Supervisor jobs found in Utica, NY area