Quality and Workforce Analyst - Customer Care Center

About the position

This contact center leadership position is responsible for the evaluation and analysis of the CCC (Customer Care Center) and BCC (Business Care Center) customer experience through the quality program, analysis of customer surveys and optimization of staff schedules including the real time monitoring of queues in order to deliver a superior customer experience. This position provides call monitoring, coaching, analysis and actionable insights to the department and specialists on tactics and strategies to improve processes, procedures and specialist performance. This position insures adherence to policies and procedures, compliance to regulations and mitigation of risk within the CCC and BCC. This role maintains reports and tracking of quality to support incentive plans and performance planning and feedback. This position will continuously monitor the CCC/BCC for consistency and trends via quality, customer surveys and real time monitoring of call queues to support the customer and employee experience with the identification of strengths and opportunities. This position will provide analysis and data to establish priorities, solutions and action plans in order to systemically address improvements and when appropriately actioned, eliminate errors and dissatisfaction. This position will provide support and back up the development and documentation of procedures, job aides and other support tools. This role will support and create detailed, comprehensive and well-structured test plans and test cases. This position is responsible for the effective scheduling of the CCC/BCC specialists and real time monitoring of intraday performance including the recommendations and execution of adjustments in response to call volume or staff changes. This role will work closely with analytics team pulling and supplying data to insure collaboration for effective staffing models. The person can utilize systems to provide backup to produce daily, weekly reporting and analytics when needed. They understand call metrics and KPI's and operating objectives and how these metrics contribute to the bank's objectives. This role will provide analysis of call data, create presentations and make recommendations to improve the CCC/BCC performance. The person will need to makes decisions regarding own work methods, occasionally in ambiguous situations, and requires minimal direction and receives guidance.

Responsibilities

• Supports the development and ongoing implementation of the CCC/BCC quality program and customer surveys.
• Supports the documentation of call criteria and evaluates performance against call standards that utilizes a contact center industry standard for consistency in operational outcomes.
• Executes a structured program and methodology for conducting data and process analysis.
• Using analytic techniques, determines the root cause for opportunities to improve the customer experience, adherence to regulations and procedures and identifies the key drivers of contact center specialist or customer dissatisfaction.
• Recommends and creates job aides that support specialist's ability to deliver to the standard.
• Monitors the CCC/BCC for consistent delivery to regulations and Needham Bank policies and procedures.
• Provide analysis to customer surveys and identify opportunities to improve customer, contact handling and work processes.
• Understands the bank's Net Promotor Score (NPS) negative and positive drivers.
• Monitors, evaluates and coaches customer contacts / emails and surveys on the quality of performance against the standard.
• Provides effective written and verbal feedback with summaries and analysis on specialist and CCC/BCC level around demeanor, technical accuracy, system navigation, and customer service performance.
• Contributes to the CCC/BCC by supporting PMO initiatives and project implementations.
• Prepares and analyzes internal and external quality reports.
• Coordinates and facilitates call calibration sessions.
• Manage multiple priorities with reporting and customer information systems on a daily basis.
• Serve as a contact for branch personnel, as needed, providing customer service and resolving outstanding issues for department work (manage the completion of and track quality review forms).
• Prepares and manages the adjustment of staff schedules to properly allocate resources to develop higher quality service and maximum productivity.
• Supervise day-to-day activities to team members and department workflow.
• Perform analysis of current performance (noting recent historical trends) and conduct real-time intraday re-forecasting to make necessary adjustments in staffing plans and coordinate with CCC/BCC and Operations team's ability to achieve service level goals / business objectives.
• Work with various internal departments to collect source data, on a regular basis and as needed.
• Perform additional duties as requested, needed, or assigned.

Requirements

• Strong leadership abilities and experience in call centers.
• Highly motivated professional with the ability to handle multiple priorities and complete tasks/projects with stated deadlines.
• Strong organizational and time management skills.
• Strong written and verbal communications skills and ability to influence others.
• Ability to document procedures and processes.
• Ability to influence performance and provide constructive criticism and positive coaching.
• Ability to work effectively with different personalities and resolve conflicts.
• Ability to drive results, work under pressure, meet deadlines and be accountable for performance.
• Strong computer and technical skills.
• Ability to multi-task and work independently.
• Attention to detail, and the capability and drive to identify, analyze, and solve problems collaboratively.
• Demonstrate problem solving and be proactive to find and define problems, understand business impact, identify solutions and provide recommendations for corrective action.
• Develop work plans to meet deadlines, accurately estimate completion dates and communicate status.
• Work closely with management to prioritize business and information needs and demonstrate flexibility to adapt to evolving business priorities.
• Must have reliable transportation; must be flexible and able to adapt to new job locations and re-assignments as directed.
• Ability to adhere to Needham Bank's Core Values (Focus on Customer Relationship, Embrace Change, Work as a Team, Be an Asset to Your Community, Always Learn, and Do the Right Thing).

Nice-to-haves

• Knowledge of banking preferred.
• Bachelor's Degree or equivalent experience preferred.
• Experience creating automated reports and self-service tools.
• Excellent organizational skills.
• Strong communication skills: verbal and written.
• Experience drafting/developing requirements (technical, business specific language/technical documentation).
• Strong Business Acumen, ability to learn business areas quickly.

Benefits

• Fully paid medical and dental insurance.
• HRA.
• 401(k) plan with an 8% bank match.
• Paid time off (PTO).
• Paid holidays.
• Bonus program.
• Flexible spending accounts.
• Vision service plan.
• Group term life insurance.
• Short and long term disability insurance.
• Tuition reimbursement.
• Employee Assistance Program.