Call Center Operations Analyst

Description:
Call Center Operations Analyst Client Phone Services - Traffic Management Position may be located in Denver, Indianapolis, or Phoenix Group Overview Assist local management in the successful operation of the Service Center by providing timely, accurate and valuable guidance on issues relating to Call Routing, Staffing, Scheduling and various other critical communication areas. Work across the department to utilize all the resources required to exceed expectation. We must be able to identify areas for process improvement, as well as recommend appropriate solutions. Also responsible for clearly and effectively communicating Traffic issues to different levels of management both within and outside of the Traffic organization. Responsibilities This Analyst position will be responsible for communication and relationship-building with all levels of management within the service center. Many of these responsibilities are real-time, critical responses to client impacting situations. This person will retrieve, combine, filter and analyze data from many databases which will be used by segments in and outside our location. We maintain many critical databases that are used by all areas of the company. Your day to day work will include many ad hoc issues which require you to be very flexible and able to prioritize your work. Additional responsibilities include working effectively and efficiently with your command center team, local management, headquarters, and national traffic to ensure the smooth operation of the local service center. Requirements Individual must have excellent analytical, problem solving, interpersonal, time management, strong communication skills and ability to work independently. Must be able to work in a dynamic environment in which they are able to effectively prioritize their work on an ongoing basis. Candidates must have a demonstrated commitment to customer service and leadership. A working knowledge of Schwab departments, products, and services is preferred. Additional skills include:
Proficiency with MS Office including Excel and Access required
Knowledge of Aspect Call Routing, Genesys T-Server and Workforce management software(i.e., Blue Pumpkin, TCS) is helpful Position may be located at any of our regional call centers in Denver, Indianapolis, or Phoenix Requirements: Relocation Offered? No Work Schedule Days Languages English - written, English - spoken Current Licenses / Certifications None Relevant Work Experience Analyst/Strategy-2-5 yrs, Communications-2-5 yrs Position Located In IN - Fishers, IN - Indianapolis, CO - Englewood, AZ - Phoenix Education BA/BS Job Type Full Time