U.S. Bank Call Center Scheduling Analyst in ENGLEWOOD, Colorado

About Elavon - https://www.elavon.com/about/company

Our customers want to expand their business opportunities. We help them get there.

From e-commerce to mobile wallets and chip card acceptance, Elavon helps businesses, small and large, accept all payment types – and reap the benefits at the end of the day. Whether they need a simple or sophisticated payment solution, we’ve got them covered.

For 25 years, we’ve helped more than one million customers around the world grow their business through payments. Our flexible, secure and innovative payment solutions help businesses attract and keep customers, develop partner relationships, process payments and simplify operations.

Here’s a little bit more about our breadth and expertise :

  • We are consistently rated among the top five global payment providers

  • We process more than 3 billion transactions annually around the world

  • We provide payment tools customized by industry type

  • We’re backed by the strength and stability of U.S. Bank, the fifth largest commercial bank in the U.S.

  • Our company operates in 10 countries

  • Our call centers are open 24/7, and our team is always ready to help

Growing a career in a fast-moving world is challenging. Let us help you succeed.

Position Highlights:

  • Responsible for analyzing contact center trends, including call volumes, call patterns, staff productivity, attrition rates, and resource allocation.

  • Uses analysis results to forecast call arrival and build staffing and scheduling plans to meet business unit goals and objectives.

  • May recommend operational improvements.

Qualifications:

Basic Qualifications:

  • High school diploma or equivalent

  • Two to four years of contact center experience

Preferred Skills & Experience:

  • Good understanding of contact center scheduling software (e.g. IEX, TCS, Aspect, Lucent, Avaya)

  • Basic understanding of applicable policies and procedures and the assigned area's business functions and operating procedures

  • Good analytical and forecasting skills

  • Ability to manage multiple tasks/projects and deadlines simultaneously

  • Good project management skills

  • Effective verbal and written presentation and communication skills

  • Proficient computer skills, especially Microsoft Office applications

Job: Customer Service / Call Center

Primary Location: Colorado-CO-Englewood

Shift: 1st - Daytime

Average Hours Per Week: 40

Requisition ID: 170033897

U.S. Bank is an Equal Opportunity Employer committed to creating a diverse workforce.