Robins Financial Credit Union - Warner Robins, GA
posted about 2 months ago
Full-time
Warner Robins, GA
Credit Intermediation and Related Activities
About the position
The Contact Center Support Specialist plays a crucial role in maintaining the efficiency and effectiveness of the contact center operations. This position involves generating and analyzing reports related to call volume and agent performance, ensuring quality assurance through call monitoring, and providing administrative support to the management team. The specialist will also be responsible for developing performance tracking tools and assisting in various projects to enhance service delivery.
Responsibilities
- Generate and maintain contact center reports, including call volume, wait times, and agent performance metrics.
- Develop and distribute agent scorecards to track individual performance and identify areas for improvement.
- Monitor calls for quality assurance purposes, ensuring adherence to established standards and providing feedback needed.
- Assist in administrative office functions, such as scheduling meetings, preparing documents, and managing correspondence.
- Support the Vice President of Delivery Channels and Contact Center Management in various tasks and special projects as assigned.
Requirements
- Associate's degree in a job-related field or 2 years of experience in an administrative, contact center, or customer service environment if no degree is held.
- Strong analytical skills with the ability to interpret data and generate actionable insights.
- Excellent communication skills, both written and verbal.
- Proficiency in Microsoft Office Suite, particularly Excel, for data analysis and reporting purposes.
- Detail-oriented with excellent organizational and time management skills.
- Ability to work both independently and collaboratively in a fast-paced environment.
Benefits
- 401(k) matching
- AD&D insurance
- Dental insurance
- Disability insurance
- Flexible spending account
- Health insurance
- Life insurance
- Generous paid time off
- 11 observed holidays in addition to paid time off
- Tuition reimbursement up to $5000 per year
- Performance-based incentive program
