Member Contact Center Real Time Analyst

Wescom Financial is a multi-channel communication contact center committed to delivering exceptional member experiences. The Member Contact Center Real Time Analyst is responsible for monitoring daily metrics and managing resources to ensure optimal service levels for incoming calls, chats, and emails. This role involves collaboration with various teams to enhance performance and adherence to schedules.ResponsibilitiesManages the call volume, daily attendance, break and lunch schedules, team meetings and training as published by Workforce ManagementMonitors and adjust resource work schedules to ensure adequate resource coverage and achieve service level targetsAdministers volume contingency action plans as deemed necessary and appropriateWorks closely with the operations team to analyze and help improve their delivery processesGenerates ideas for process and service improvement planningProduces daily, biweekly and monthly internal reportsAnswers Floor Monitor/Attendance Line Calls during shift as requiredProvides assistance with the integration and implementation of new call center technologiesMaintains proficiency in technology applications, including the operating system and ancillary systems. Must be knowledgeable with Excel. Contributes to organizational efforts in process improvementsEnsures department compliance with audit and security standards, policies and procedures, and loss prevention measures. Maintains confidentiality of Credit Union and member recordsCommunicates well, both verbally and in writing, effectively shares information and ideas with others, and demonstrates good listening skillsEnsures individual appearance reflects the desired level of professionalism. Maintains the physical environment of the department according to Wescom standardsMaintains good attendance and punctuality in adherence with Wescom policySkillsHigh School graduateKnowledgeable with industry standard call center metricsBachelor's Degree or Minimum of one year of experience in a multi-channel call center environmentIntermediate knowledge of various forecasting / scheduling softwareStrong organizational skills; attention to detail and accuracyStrong analytical and problem solving skillsAbility to prioritize workload, meet deadlines and perform multiple tasks with attention to detailAbility to communicate call center data/forecasts to all levels of employees in an understandable fashionExcellent communication skills, both written and oralPossess good decision making and analytical skills, and ability to exercise good judgmentAbility to maintain confidentiality of credit union and member recordsProficient 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 positionAbility to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimalsAbility to compute rates, ratios and percentages and to create and interpret bar graphsPrevious Financial Industry And Customer Service Experience PreferredCompany OverviewBank Better. It was founded in 1934, and is headquartered in Pasadena, California, USA, with a workforce of 501-1000 employees. Its website is https://www.wescom.org.