2 days old
2018-08-162018-09-15

Operations Coordinator - Scheduling (Kapolei Call Center)

Bank of Hawaii
Oahu, HI
  • Job Code
    156946

Operations Coordinator - Scheduling (Kapolei Call Center)-1800583
Description

Does this sound like you?
Want to make a difference in people’s day? Are you a customer service champion?  Do you thrive in an environment that leverages your abilities as a fast learner, good listener, and problem-solver?  Are you a self-starter, comfortable with ambiguity, and a forward thinker?  If you love challenges, relish complexity, and have moxie, consider applying your unique talents with a Hawaii banking leader – Bank of Hawaii.  Here you can be at the forefront of whatever you do. Welcome to your tomorrow!
 
A day in your life as an Operations Coordinator – Scheduling
Under the direction of the Bankoh Client Services Manager, this position supports the division by standardizing the process and tools by which the service areas determine their individual volume projections and staffing needs. Creates staff schedules, monitors Service level targets and makes adjustments to staffing resources as required.  Also schedules all vacation and meeting times. Continuously monitors all customer service interactions and queues. In addition, this position will balance aggregate schedules, average handle time (AHT) and volume metrics to manage each half hour interval to planned tolerances. This position provides continual analysis of the performance of multiple call centers, and provides solutions to correct scenarios where Key Performance Indicators are out of acceptable performance ranges. If applicable or appropriate, assists in business unit’s compliance with applicable laws, regulations, regulatory requirements and Bank policies and procedures, including but not limited to those related to Fair Banking, Anti-Money Laundering laws and regulations, Bank Secrecy Act and USA PATRIOT Act.  In addition, this position is responsible for demonstrating in Excellence in Sales/Service (ESS) philosophy by participating in and practicing ESS disciplines and behaviors.
 
We’ll give you these important responsibilities…
  • Prepares monthly Contact Center’s agent work schedules for 24x7 coverage as required.  Analyzes call volumes and staffing needs and communicates scheduling matters to staff.  Works closely with management teams to ensure software is used accurately and that maximum benefits are being received.  Monitors call flow and adjust staffing levels as necessary to maintain high level quality standards. Monitors staffing and service levels throughout the day and makes adjustments to agent skills to shift resources between departments. Monitors real-time call metrics including service levels, average speed of answer, schedule adherence, occupancy, average handling time and after call work against defined thresholds. Performs real time queue management and agent assignment, setting primary and secondary skills for agents as needed.
  • Develops and communicates intraday service level and occupancy analysis.  Follows, and develops processes to ensure that real time management is performed to the benefit of agents and the business. Aggregates vacation data and recommends appropriate, proportionate vacation schedules for each area.   Aggregates all off-phone activity needs (training, meetings, etc.) and helps plan optimal scheduling for activities between all areas. Coordinates and manages same day and/or short term off-line event scheduling.  Manages time off requests; optimizes breaks and lunches. Schedules off-phone activity, training, meetings, and projects. Works to proactively obtain coverage for understaffed intervals prior to issuing schedules.
  • Analyze and manage real-time call activity for multiple call and email queues, over a variety of shifts, for multiple contact centers in order to achieve client service standards. Determines appropriate Contact Center agent schedules for multiple teams, multiple centers, multiple assignments and multiple skills, in order to achieve client service standards. Monitors and identifies statistical trends (AHT, Automatic Call Distributor and Availability, service levels, etc.) in each area and makes recommendations to management. Monitors trends and identifies improvement opportunities to schedules/shifts. Tracks service level ands reports statistics on a daily basis.  Works with supervisors and Contact Center agents to communicate service level needs.  Analyzes department productivity statistics and reports to management, supervisory staff and Contact Center agents as needed.
  • Acts as a back-up to the Supervisors as needed. Assists as needed handling customer escalations and taking calls to minimize customer wait times. Maintains extensive knowledge of Bank policies, procedures, federal laws and regulations, as well as a strong knowledge of all products, delivery channels, programs and sales promotions.  Provides product, delivery channel, process and procedure support and training to obtain service targets. As needed to minimize customer wait times, assists with handling customer service inquiries and escalations. Utilizes various Bank systems to answer customer requests or inquiries regarding account-related transactions, Bank of Hawaii products, and/or services.  Proficiently completes customer maintenance requests: Assists customers in filing account/card disputes, escalating account claims, completing/submitting customer account maintenance requests. Completes changes to accounts according to established procedures.  May be required to work in one or multiple queues/skill sets over various customer contact channels.
  • Assists in development and implementation of action plans and projects that provide an increase in contact center efficiency. Assists in the development and training of Contact Center employees. Participates in Division campaigns to include inbound and outbound campaigns.

Qualifications
 
…if you come to us with these qualifications…
  • Bachelor’s Degree from an accredited institution or equivalent work experience
  • Minimum 1 - 2 years of experience in customer service and/or sales or equivalent work experience
  • Prior Contact Center experience strongly preferred
  • One year of lead/supervisory with scheduling experience also preferred
  • Demonstrated proficiency with personal computers in a networked environment and Microsoft applications (Outlook, Word, Excel, and PowerPoint) or similar software
  • Knowledge of or ability to use Bank software and systems
  • Ability to identify and define problems; research and analyze information and various situations relating to data management issues
  • Excellent verbal and written communications skills
  • Ability to discuss and offer alternatives or solutions with any level of staff
  • Demonstrated follow-up and coaching skills
  • Ability to effectively evaluate complex information and make appropriate decisions
  • Strong problem-solving skills with the ability to multitask and function in a fast paced environment
  • Ability to motivate and coach staff
  • Must be able to prioritize and meet deadlines and adapt to changing systems and environments
  • General knowledge of accounting principles preferred
  • This position requires flexible work hours in a 24x7 environment
  • When handling customer calls must be able to wear a headset while listening and speaking with customers and sitting, possibly for long periods of time while looking at a computer monitor and using a mouse, keyboard and other computer equipment
  • Able to work flexible hours including holidays, weekends and evenings as needed or assigned
 
Bank of Hawaii
In 1897, Bank of Hawaii was the first chartered and incorporated bank in the Republic of Hawaii. We’ve been here from territorial days, growing and changing with Hawaii. Today, we are the largest independent bank in Hawaii – a result of knowing our business and community, and always staying ahead of change. At Bank of Hawaii, we think of ourselves as forward thinking pace setters. We are constantly finding creative ways to deliver leading edge customer service.  Now, we’re embracing change with our new 21st century banking.
 
It’s our people who help us succeed in offering first class service and products to our customers.  As a member of the Bank of Hawaii community, you will be among the very best in your profession in an environment that places a high value on customer service, time management and teamwork.  People who are customer-focused, articulate, and who can quickly navigate through multiple computer screens can learn and grow with us in our Call Center environment.
 
All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of any legally protected classification including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or protected veteran status.  Bank of Hawaii takes affirmative action in support of its policy to advance in employment legally recognized individuals including minorities, women, protected veterans and individuals with disabilities.
Job Function Banking Sales/Services
Primary Location Hawaii-Oahu
Schedule Full-time
Job Posting Jul 21, 2018, 9:41:45 AM
Unposting Date Ongoing

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Operations Coordinator - Scheduling (Kapolei Call Center)

Bank of Hawaii
Oahu, HI

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