Member Contact Center Real Time Analyst

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We value and rely on the unique talents and contributions of our employees to absolutely excel in member engagement by Delivering Signature Experience.

Salary Grade:
155N
Salary Pay Range for This Position:
$29.26 - $42.47

POSITION SUMMARY:

As a multi-channel communication contact center, the Member Contact Center (MCC) is required to maintain a high and consistent level of member service that supports our strategic goals.


The Real Time Analyst is responsible for monitoring daily metrics and real time states of contact center representatives utilizing available workforce management tools. Responsible for real-time and/or intraday management of resources to ensure the correct number of agents at the right times are logged on and available to assist incoming calls, chats and emails. Monitor contact center inbound and outbound, scheduled and unscheduled as well as off phone activities for representatives in real time to ensure adherence to schedules. The Real Time Analyst will have system access to view daily performance compared to the Workforce Management (WFM) forecast. The actions and deliverables of this position directly influence the service level performance of service to our members and ultimately end user satisfaction.


Required to collaborate and communicate with Workforce Management and the MCC Assistant Manager-Operations to ensure understanding of metrics and provide tracking to support representative's attendance and adherence performance.


ESSENTIAL POSITION FUNCTIONS:

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.

EDUCATION, EXPERIENCE, SKILLS AND ABILITIES:

High School graduate.

Previous financial industry and customer service experience preferred.

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.

COMPUTER SKILLS:

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.

MATHEMATICAL SKILLS:

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.

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is frequently required to stand; walk; sit; use hands to finger, handle or feel; reach with hands and arms, climb or balance, stoop kneel, crouch, crawl; talk or hear and taste or smell. The employee must occasionally lift and/or move up to 10 pounds. Vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

WORK ENVIRONMENT:

This position may qualify as Remote or Hybrid with a home base at one of Wescom's offices. The Remote or Hybrid status may be discontinued by Wescom in its sole discretion at any time and for any reason or no reason, with or without notice by Wescom or Employee.

The work environment characteristics described here are representative of those an employee encounters while performing functions of this job.

The noise level in the work environment is moderately quiet. It is a non-smoking environment.

The above job requirements are representative of minimum levels of knowledge, skills, and abilities. The marginal functions have not been included. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This job description in no way implies that these are the only duties to be performed. An employee will be required to follow any other job-related instructions and duties as requested by the supervisor and/or management.

If you are applying for a Hybrid/Remote position, please note applicants are required to reside within our Wescom service areas which are defined as the following counties: Los Angeles, Orange, San Bernardino, Riverside, Ventura, Santa Barbara, San Diego, Imperial ,Fresno, Kern, Kings, Madera, Merced, Mariposa, Monterey, San Benito, San Joaquin, San Luis Obispo, Santa Cruz, Stanislaus and Tulare counties.