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SLA deputy

U.S. Bancorp

U.S. Bancorp

Poland · Remote
Posted on Friday, June 7, 2024

At U.S. Bank, we’re on a journey to do our best. Helping the customers and businesses we serve to make better and smarter financial decisions, enabling the communities we support to grow and succeed in the right ways, all more confidently and more often—that’s what we call the courage to thrive. We believe it takes all of us to bring our shared ambition to life, and each person is unique in their potential. A career with U.S. Bank gives you a wide, ever-growing range of opportunities to discover what makes you thrive. Try new things, learn new skills and discover what you excel at—all from Day One.

As a wholly owned subsidiary of U.S. Bank, Elavon is committed to building the platforms and ecosystems that help over 1.5 million customers around the world to achieve their financial goals—no matter what they need. From transaction processing to customer service, to driving innovation and launching new products, we’re building a range of tailored payment solutions powered by the latest technology. As part of our team, you can explore what motivates and energizes your career goals: partnering with our customers, our communities, and each other.

Job Description

Responsible for monitoring and managing inbound call traffic in a real-time environment. Ensures customer service needs are met by coordinating and adjusting call volumes in a timely manner. Coordinates with other sites and/or departments when outages occur and calls must be redirected. Compiles and prepares reports and correspondence for management, including reports that will be used for capacity planning within the call center. Performs various other administrative duties such as coordinating special projects for the area and scheduling real-time and post-dated meetings for Operations Leadership across multiple business lines.

Basic Qualifications
- Bachelor's degree, or equivalent work experience
- Two to four years of call center experience

Preferred Skills/Experience
- Advanced knowledge of call center's staffing availability and call volumes
- Good understanding of applicable policies and procedures and the assigned area's business functions and operating procedures
- Strong analytical and problem-solving skills
- Ability to manage multiple tasks/projects and deadlines simultaneously
- Strong verbal and written communication skills
- Strong computer skills, especially spreadsheet, word processing and database manipulation

If there’s anything we can do to accommodate a disability during any portion of the application or hiring process, please refer to our disability accommodations for applicants.

Benefits:

We offer an exciting, fast-paced and diverse working environment with employees of many different nationalities. We provide benefits to help you protect your health and financial security; and give you peace of mind. We also invest in your career growth with development resources that give you the opportunity to stretch and shine.