Summit Credit Union

Call Center Representative

• Analyze call trends, volumes, staffing needs, and operational performance
• Forecast call volumes and develop agent schedules that optimize coverage and service levels
• Coordinate discretionary and non-production activities for effective workforce utilization
• Develop accurate reporting and translate data into actionable recommendations
• Monitor key performance indicators and identify opportunities to improve sales, service, and operational results
• Evaluate call flows and recommend prioritization or efficiency improvements
• Support projects designed to improve Contact Center performance
• Conduct audits and observations to assess operational practices and adherence to organizational standards
• Help ensure regulatory requirements and service-level expectations are met
• Collaborate across departments to identify and implement operational improvements
• Monitor market and competitive insights that may inform sales and service enhancements

Explore Contact Center Operations Analyst at Summit Credit Union. Review requirements and application details.

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Contact Center Operations Analyst