Company Description
It's a hot job market. So why not be picky?
Choose a company that's got allthe benefits and perksyou're looking for.
Excellent medical, dental and vision plans.
Matching 401k and tuition reimbursement.
Pet insurance and many other reasons you'll want to sit - and stay - here.
Plus,we invest in our community. When we say we care about people, we mean it.
We create a culture where employees can thrive.
We donate to local charities and invest in our community.
We help members improve their financial quality of life.
The bottom line iswe care. We care about you, our community and our members. If our passion for people sounds interesting to you, we'd love for you to apply today. Send us your resume and let's get the conversation started.
Job Description
The Call Center Analyst position works with Call Center Management (CCMT) in obtaining real-time and historical information to generate reports used in forecasting call volume in order to achieve service level goals and coordinate staffing needs. The Analyst partners with CCMT to ensure the smooth operation of the Call Center by monitoring service levels, inbound volume, wait times, line of business codes, and abandonment percentages and recommending changes to policy, procedure, and/or training to improve production. The Analyst will compile statistics on Call Center employees, including Back Office staff, Interactive Tellers, and Service Center Support Reps for CCMT on schedule adherence, goal standards, and average talk times.
Essential Functions:
Analyze Report data - Create and maintain daily, weekly, monthly, quarterly and annual reports; inputting historical data on different aspects of productivity and workforce performance. This analysis is done for the Colorado Springs, Pueblo, and ITM queues.
Real-time monitoring - Continuously monitor and manage call volume by realigning agents' skill sets for optimal coverage and to keep wait times at acceptable standards. This also involves tracking daily volume against forecasted volume and comparing scheduled personnel to actual FTE. This adjustment is done for the Colorado Springs, Pueblo, and ITM queues.
Staffing/Schedule adherence - Track absenteeism and shift trade/time off requests to optimize scheduled breaks and lunches and make adjustments as resource requirements change. This adjustment is done for the Colorado Springs, Pueblo, and ITM queues.
Cisco Phone Support - Subject matter expert in the Call Center for all Cisco applications. Responsible for troubleshooting system issues and reporting errors to IT for research and resolution.
Special Projects - Complete special departmental assignments and/or projects as needed.
Bank Secrecy Act: Remains cognizant of and adheres to Ent policies and procedures, and regulations pertaining to the Bank Secrecy Act.
Qualifications
Minimum Formal Education for Either Position:
High School Diploma/G.E.D. or equivalent.
Bachelor's Degree in Business Administration, Organizational Management, Mathematics, Statistics, or other related college degree program where the emphasis is placed on process improvement and/or statistic collection, report generation, and data interpretation. preferred
Minimum Work Experience for the Call Center Analyst Position:
2+ years' combined Call Center and Data Entry Experience.
Ent Call Center MSR III experience. preferred
Leadership experience. preferred
Workforce management scheduling and forecasting software experience. preferred
Minimum Work Experience for the Call Center Analyst Senior Position:
4+ years of combined Call Center and Data Entry Experience.
1+ years of basic report writing, scheduling, and analysis experience required using common database reporting software (MS Excel, Crystal Reports, MS Access, or similar)
Ent Call Center MSR III experience. preferred
Leadership experience. preferred
Workforce management scheduling and forecasting software experience. preferred
Bachelor's Degree or equivalent combination of Education and/or experience required. All degrees listed are considered to be "knowledge consistent with?. Each year of equivalent work experience may be exchanged for 1 year in a relevant degree program or vice versa. For example, 4+ years of required accounting experience could be substituted for an associate's degree and 2+ years of work experience.
Technical or Specialized Knowledge/Skills:
Ability to maintain confidential information.
Attention to detail with a focus on accuracy.
PC skills, specifically with Microsoft Excel.
Ability to gather and analyze statistical data to design or generate reports.
Oral and written communication, including presentation skills.
Ability to work on multiple tasks and projects concurrently with defined time constraints.
Willingness to learn and train on new software applications.
Ability to maintain composure while making decisions and solving problems under pressure.
Typing, computer, and ten-key skills required.
Ability to provide assistance to troubleshoot and correct technical problems.
Ability to work independently with very minimal direction.
Professional interpersonal relationship skills with the ability to work with individuals at all levels.
Ability to make prudent recommendations to management and training based on expertise and analysis.
Knowledge of Credit Union Policies, Procedures, and Audit requirements.
Ability to prioritize and organize workload effectively.
Acute sense of urgency.
Ability to show judgment and initiative and to accomplish job duties.
(preferred) Exposure to basic report writing, scheduling, and analysis using common database reporting software (MS Excel, Crystal Reports, MS Access, or similar).
Certifications Required:
None
Environmental, Physical and Psychological Requirements
Standing - Occasionally
Walking - Occasionally
Sitting - Frequently
Lifting - Rarely (40 Lbs)
Carrying - Rarely
Pushing - Rarely
Pulling - Rarely
Balancing - Rarely
Stooping - Rarely
Kneeling - Rarely
Crouching - Rarely
Crawling - Rarely
Reaching - Occasionally
Handling - Occasionally
Grasping - Occasionally
Feeling - Occasionally
Talking - Frequently
Hearing - Frequently
Repetitive Motions - Frequently
Eye/Hand/Foot Coordination - Occasionally
Noises louder than normal speaking volume - Occasionally
Temperature Changes - Rarely
Atmospheric Conditions - Rarely
Additional Information
The hourly range for the Call Center Analyst position is $22.01 - 24.33 (S12).
The salary range for the Call Center Analyst Senior position is $43,160.00 - $56,659.20 (S13).
Either of these positions are eligible for our corporate bonus program based on company performance.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities.
Benefits Summary Sheet - 2022
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)
Job Location
