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Contact Center Scheduling Analyst
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For over 70 years, Teachers Federal Credit Union has been committed to guiding members toward building a strong financial foundation today for a better tomorrow. Recognized by Forbes Magazine as one of America’s Best-In-State Credit Unions in 2025, Teachers has grown into one of the nation’s leading credit unions. As we expand our reach across the country, we remain focused on being both a Best Place to Bank and a Best Place to Work. From part-time roles to executive leadership positions, Teachers offers a wide range of meaningful career opportunities.
Summary:
Analyzes contact center patterns, including interaction volumes, trends, attrition rates, and contact center activities. Utilizes the analysis results to forecast contact center workload, build resourcing plans, and schedules to meet business objectives.
Education and/or Experience:
- Bachelor’s degree in a relevant field or six years directly related experience required
- Minimum two years analytical experience required
- Contact center experience preferred
- Effective oral/written communication, interpersonal, problem-solving, multitasking, mathematical, computer and internet skills and telephone etiquette required
- Knowledge of banking products/services, applicable laws, regulations, policies, practices, protocols, systems and programs preferred
Job Responsibilities:
- Analyze key contact center metrics to assist in optimizing contact center production
- Prepare staffing requirements and schedules for the contact center based on current and historical trends, while applying forecasted data analytics to meet service level objectives
- Produce detailed reports and visualizations that provide critical information required for effective decision-making to drive perpetual improvement
- Handle intraday interaction (call, emails, chats, etc.) schedule adjustments
- Identify staffing shrinkage patterns and forecast for future volumes
- Partner with leadership team to ensure adequate staffing levels are maintained to properly serve members in a timely manner
- Ensure member satisfaction by monitoring, balancing and redirecting inbound traffic in as appropriate
- Perform other duties as needed upon request from immediate supervisor
Benefits of Joining the Teachers Team:
We provide a competitive compensation and benefits package that includes, but is not limited to:
- This position is eligible for our annual discretionary bonus program. Some positions within the credit union also qualify for quarterly performance incentives.
- Paid time off for vacation, personal days, and holidays
- 401(k) company contribution
- Teachers pays 100% of Dental & Vision premium
- Tuition reimbursement is offered to full-time employees
- Exclusive employee discount of 0.96% APR on credit card loans and a 1.00% APR on all other loans through Teachers
The good faith range for this position is $28.50 - $34/hr. This range is an estimate, based on potential employee qualifications and operational needs. The salary may vary above and below the stated amounts, as permitted by applicable law.
All candidates will be subject to a background check, credit check, and drug test to determine employment eligibility. To learn more about Teachers and to view a full list of our job opportunities please visit https://www.teachersfcu.org/about/careers
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