Contact Center Specialist II

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What The Role Is

Monitor and assess customer service standards of individual specialists and recommend training. Frequently communicate ideas and concerns with upper management of the Call Center regarding operational issues. Ensure compliance with bank and regulatory policies and procedures. Ensure compliance with bank and regulatory policies and procedures. This is an on-site position.

How You will Make an Impact

• Monitor Contact Center staff to ensure adherence to schedule, lunch and breaks
• Create schedules to ensure phone coverage based on the call forecast
• Forecast future workloads and administer schedule changes
• Monitor call traffic patterns, make adjustments, monitor staff adherence to schedules
• Create Daily/Weekly/Monthly reporting as needed for management
• Adhere to all state, federal and company policy and procedures for handling interactions with customers and financial services

Who You Are

• High school diploma required; college coursework preferred
• 2 years of customer service, sales, or financial service experience
• Excellent verbal and written communication skills
• Regular and reliable attendance
• Works cooperatively with others

Education

• High School or better

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)