Service Center Operations Analyst
Kansas City, MO 64106
City/Kansas City
| Job Category: Customer Support/Client Care |
At UMB, you can count on more. It's a commitment that defines everything we do. And it's the reason why we've grown from a small storefront bank in 1913 to a multi-billion dollar holding company today.
Building your career here means doing more for your customers. It means going above and beyond on a daily basis. And more than anything else it means being part of a tradition of excellence that is second to none.
Of course, as much as we count on more from you, you can count on more from us. We provide the advantages you expect from a financial leader, and more. We provide the training, the support and the opportunities you need to grow in your career. Best of all, our culture is open, innovative and responsive to our associates.
Job Description
Responsibilities:
The Service Center Operations Analyst is responsible for the reporting and analysis of all service center operations. This position is also required to prepare financial analysis, budgets, forecasting, tracking, sales and operations planning. Technical systems performance reporting and customer satisfaction results analysis are also responsibilities of this position.
Requirements:
College degree preferred. Statistical and/or actuarial coursework a plus. Extensive operations reporting and analysis experience in a large Inbound/Outbound Call Center environment required. Previous experience in call center budget preparation, financial analysis, cost containment, and proactive service required. Previous experience in process evaluation and change management is essential. In depth knowledge and use of Avaya and Cisco call center products, tools, and services, as well as Aspect Workforce Management a plus. Demonstrated ability to evaluate processes, provide creative solutions, leverage technology and all available resources to streamline operations while improving employee and customer satisfaction.
Hours:
Monday-Friday 7:00am-4:00pm.
https://recruiter.kenexa.com/umb/cc/CCJobDetailAction.ss?command=CCViewDetail&ccid=bupJEdUjsTs%3D&job_REQUISITION_NUMBER=39840
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For more information about UMB, please visit our web site at www.umb.com.
We are an Equal Opportunity Employer. M/F/D/V.
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UMB employs more than 3,000 associates and operates banking centers across Missouri, Illinois, Colorado, Kansas, Oklahoma and Nebraska. Subsidiaries of the holding company and our lead bank, UMB Bank, n.a., include an investment services group based in Milwaukee, and single purpose companies for brokerage services, consulting services and insurance.
UMB offers a wide array of financial products and services for both individuals and businesses, including loans, trust and wealth management products, treasury management, financial counseling, investments, custody, brokerage services, credit cards, deposit accounts and much more. Our team of dedicated associates is proud to be part of a longstanding tradition of delivering the unparalleled customer experience, and showing customers they can count on more from UMB.
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