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Cons Prod Strategic Analyst I

Phoenix, Arizona;

Job Description:

The Credit Assistance Strategic Enablement and Resource Planning organization develops strategies that help our customers through difficult times while mitigating losses for the Bank. As part of that organization, the Contact Center Operations team plays a critical role in ensuring millions of customer contacts are delivered effectively to achieve metric targets and deliver on our expense and loss plans.


The Contact Center Operations team is responsible for the real-time and historical monitoring of all contact centers within the Retail Banking organization. This includes credit cards, deposit accounts, vehicles, and home loans. We utilize several systems to monitor and manage intraday queue performance to adapt to time of day, week, and month fluctuations. We make tactical decisions and change systemic settings to achieve goals. We analyze historical performance to identify areas of opportunity, use data to recommend solutions, lead and participate in working groups to drive change. 


Responsibilities
•    Develop and execute daily action plans to hit contact center metrics for all bank products
•    Monitor real-time and historical contact center performance
•    Make real-time decisions and make setting changes to adapt to intraday performance
•    Routine maintenance of agent skilling, routing, and hours of operation
•    Participate and lead discussions related to performance as well as initiatives
•    Perform data analysis then present findings to help make meaningful impacts
•    Provide guidance to contact centers regarding procedural, technical, and operational changes
•    Assist in designing, documenting, implementing, and monitoring of new products or services
•    Generate and distribute reporting to all levels of our support and customer base
•    Provide guidance to technology groups for building new solutions as well as issue remediation

Required Skills:

•    2+ years in contact center support experience using Genesys, Aspect, Avaya, or similar programs in a fast-paced, complex, production environment
•    Proven ability to identify, resolve, and communicate production issues quickly and accurately
•    Strong analytical problem solving abilities and interpersonal skills, with quick adaptation to new technologies, methodologies, and processes 
•    Critical thinking skills and the ability to use data and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems
•    Demonstrated success with organizational effectiveness and time management skills including the ability to multitask and balance many projects and duties. 
•    Ability to provide verbal and written communications effectively to influence at the senior management level, as well as build relationships and collaborate across teams to either lead or participate in various initiatives such as process improvements, technology, and tactical plans 
•    Proficient in Microsoft Office Applications - (Excel, PowerPoint, Outlook, Word) with intermediate level Excel abilities including pivot tables, index/match, data visualization
•    Flexibility in schedule to work varying hours including AM & PM shifts, weekends, and minor and major holidays

Desired Skills:

•    2+ years’ experience with NICE IEX, Aspect eWFM, or similar programs
•    Experience with data mining and quantitative analytics
•    Experience with building and maintaining SharePoint sites including workflows
•    Collections experience
•    College Degree
 

Job Band:

H6

Shift: 

2nd shift (United States of America)

Hours Per Week:

40

Weekly Schedule:

Monday - Friday 3:00 PM - 12:00 AM ET, including some weekend rotations, with some holiday requirements

Referral Bonus Amount:

0

Job Description:

The Credit Assistance Strategic Enablement and Resource Planning organization develops strategies that help our customers through difficult times while mitigating losses for the Bank. As part of that organization, the Contact Center Operations team plays a critical role in ensuring millions of customer contacts are delivered effectively to achieve metric targets and deliver on our expense and loss plans.


The Contact Center Operations team is responsible for the real-time and historical monitoring of all contact centers within the Retail Banking organization. This includes credit cards, deposit accounts, vehicles, and home loans. We utilize several systems to monitor and manage intraday queue performance to adapt to time of day, week, and month fluctuations. We make tactical decisions and change systemic settings to achieve goals. We analyze historical performance to identify areas of opportunity, use data to recommend solutions, lead and participate in working groups to drive change. 


Responsibilities
•    Develop and execute daily action plans to hit contact center metrics for all bank products
•    Monitor real-time and historical contact center performance
•    Make real-time decisions and make setting changes to adapt to intraday performance
•    Routine maintenance of agent skilling, routing, and hours of operation
•    Participate and lead discussions related to performance as well as initiatives
•    Perform data analysis then present findings to help make meaningful impacts
•    Provide guidance to contact centers regarding procedural, technical, and operational changes
•    Assist in designing, documenting, implementing, and monitoring of new products or services
•    Generate and distribute reporting to all levels of our support and customer base
•    Provide guidance to technology groups for building new solutions as well as issue remediation

Required Skills:

•    2+ years in contact center support experience using Genesys, Aspect, Avaya, or similar programs in a fast-paced, complex, production environment
•    Proven ability to identify, resolve, and communicate production issues quickly and accurately
•    Strong analytical problem solving abilities and interpersonal skills, with quick adaptation to new technologies, methodologies, and processes 
•    Critical thinking skills and the ability to use data and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems
•    Demonstrated success with organizational effectiveness and time management skills including the ability to multitask and balance many projects and duties. 
•    Ability to provide verbal and written communications effectively to influence at the senior management level, as well as build relationships and collaborate across teams to either lead or participate in various initiatives such as process improvements, technology, and tactical plans 
•    Proficient in Microsoft Office Applications - (Excel, PowerPoint, Outlook, Word) with intermediate level Excel abilities including pivot tables, index/match, data visualization
•    Flexibility in schedule to work varying hours including AM & PM shifts, weekends, and minor and major holidays

Desired Skills:

•    2+ years’ experience with NICE IEX, Aspect eWFM, or similar programs
•    Experience with data mining and quantitative analytics
•    Experience with building and maintaining SharePoint sites including workflows
•    Collections experience
•    College Degree
 

Shift:

2nd shift (United States of America)

Hours Per Week: 

40

Learn more about this role

Full time

JR-22040355

Band: H6

Manages People: No

Travel: Yes, 5% of the time

Manager:

Talent Acquisition Contact:

Liz Ogarrio [C]

Referral Bonus:

0