Contact Center Traffic and Scheduling Analyst jobs in Chicago, IL

Contact Center Traffic and Scheduling Analyst analyzes contact center patterns, including volumes, trends, attrition rates, and contact center representative productivities. Utilizes the analysis results to forecast contact center workload and builds scheduling plans to meet business objectives. Being a Contact Center Traffic and Scheduling Analyst ensures customer satisfaction by monitoring, balancing, and redirecting inbound traffic in a timely manner. Collaborates with other teams when overflow occurs, and inbound traffic must be redirected. Additionally, Contact Center Traffic and Scheduling Analyst utilizes call volume reports to coordinate and complete capacity planning within the contact center. Evaluates historical and recent performance and statistics to identify trends. Makes recommendations on how to maintain contact center key performance indicators. Typically requires a bachelor's degree. Typically reports to a manager. The Contact Center Traffic and Scheduling Analyst occasionally directed in several aspects of the work. Gaining exposure to some of the complex tasks within the job function. To be a Contact Center Traffic and Scheduling Analyst typically requires 2-4 years of related experience. (Copyright 2024 Salary.com)

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Business Analyst- Contact Center
  • Adtalem Global Education
  • Chicago, IL FULL_TIME
  • Company DescriptionWalden University, an Adtalem Global Education institution, supports a diverse community of adult learners from across the U.S. and other countries, who seek to achieve their academic goals and make positive, lasting social change in their professions and communities. Walden is a B Corporation with a mission to provide a diverse community of career professionals who have the opportunity to transform themselves as scholar-practitioners to positively affect social change. Walden offers more than 100 online degree and certificate programs, for students pursuing a bachelor’s, master’s, doctoral or certificate. Walden University has graduated more than 174,000 students and is accredited by the Higher Learning Commission. Visit WaldenU.edu for more information, and follow on Twitter, Instagram, Facebook, Instagram and LinkedIn.Adtalem believes in a culture of collaboration, creativity, and innovation, which thrives when we can work flexibly. Depending on your location, this role may be hybrid or remote.HYBRID – If you reside within 50 miles of Adtalem offices in Chicago, IL, Addison, IL, Columbia, MD, Minneapolis, MN, and Miramar, FL this role is hybrid, requiring office presence three days a week (Tue, Wed, Thu), with the rest of the workweek spent working from home.REMOTE – If you live over 50 miles from Adtalem offices in Chicago, IL, Addison, IL, Columbia, MD, Minneapolis, MN, and Miramar, FL, this role is remote. However, occasional office visits may be required based on business needs, with advance communication for such requests.Job DescriptionOpportunity at a GlanceThe Business Analyst is responsible for system and business process support of multiple systems utilized by functional business groups across multiple higher education institutions supported by the department.   The Analyst is expected to be a Subject Matter Expert (SME) of processes and technology for at least two of the following system areas: CRM, Workforce Management, telephony/call center systems, reporting and analytics, and/or other relevant systems.   A successful candidate for this position should have experience supporting business processes and information systems for business groups in higher education, strong communication skills with technical and business colleagues and leaders, knowledge of project management principles and the capacity to learn advanced systems, technology and technical environments in order to apply them to optimize systems processes and improve business efficiencies. ResponsibilitiesAs this position supports a wide range of business, systems and process functions, the successful candidate will lead and manage responsibilities as a system and process Subject Matter Expert (SME) and consultant in at least two of the following areas: Customer Relationship Management, Workforce Management, telephony systems and reporting and analytics.Providing regularly scheduled and ad hoc reports from assigned business systems and learning how to develop reports and dashboards using advanced reporting tools such as Cognos BI, MS Power BI and other business intelligence analytical tools.Performing administrative functions, executing, maintaining and delivering process requests, overseeing deliverables and Service Level Agreements (SLAs) for each of the systems assigned to you. This could include setting up system profiles, Q/A testing, tracking/forecasting call volumes and colleague activities, establishing omni-channel system campaigns and other tasks as neededServing as Subject Matter Expert and consultant with good working knowledge of multiple business and system processes in the following areas: CRM, SIS, Student Finance/AR, Workforce Management, Telephony and Omni-channel systemsWorking and communicating with business leaders at all levels to identify needs, determining and recommending system and analytic solutions, documenting data requirements and developing reports and/or system processes to support and optimize business performanceServing as liaison with technical teams in IT to communicate business needs, determining level of effort and prioritizing against other initiatives and driving process and system improvements for various system enhancementsDocumenting and tracking activities associated to different academic partnersCompletes other duties as assigned.Performs other duties as assigned.Complies with all policies and standards.QualificationsBachelor's DegreeMaster's Degree Preferred3 years of customer service experience preferred working in at least one or more of the following higher education areas: Admissions, Registrar Services, Student Finance or Academic Advising.3 years of experience preferred working with CRM, Telephony, Workforce Management, SIS systems processes and/or call center technologies or similar applications.Experience with project and/or change management.Some experience with coding and basic programming languages such as SQL for advanced analytical tools such as Cognos or Crystal reports.Strong MS Office skills required, especially with MS Excel.Capacity to learn technical systems and environments, interested in developing their technical skills.Detailed-oriented with the ability to work independently, problem solve and drive to solutions.Ability to work independently, problem solve and drive to solutions.Good written and oral communication problem solving skills.Additional InformationIn support of the pay transparency laws enacted across the country, the expected salary range for this position is between $19.91 and $36.09. Actual pay will be adjusted based on job-related factors permitted by law, such as experience and training; geographic location; licensure and certifications; market factors; departmental budgets; and responsibility. Our Talent Acquisition Team will be happy to answer any questions you may have, and we look forward to learning more about your salary requirements. The position qualifies for the below benefits. Adtalem offers a robust suite of benefits including: Health, dental, vision, life and disability insurance401k Retirement Program 6% employer match15 Days of Paid Vacation Days each Calendar Year12 Paid Holidays 2 floating holidays For more information related to our benefits please visit: https://careers.adtalem.com/benefits.    Equal Opportunity – Minority / Female / Disability / V / Gender Identity / Sexual Orientation
  • 13 Days Ago

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Contact Center Analyst
  • Adtalem Global Education
  • Chicago, IL FULL_TIME
  • Company DescriptionWalden University, an Adtalem Global Education institution, supports a diverse community of adult learners from across the U.S. and other countries, who seek to achieve their academ...
  • 14 Days Ago

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Contact Center Analyst - Work From Home
  • Avila Dental
  • CHICAGO, IL FULL_TIME
  • Company DescriptionAt Avila Dental, you will experience a genuine sense of family and belonging. We strive to make your visit as pleasant and easy as possible by providing in-office comforts and first...
  • 10 Days Ago

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Analyst - Contact Center Real Time Operations
  • OneTen
  • Chicago, IL FULL_TIME
  • Description There's never been a more exciting time to join United Airlines. We're on a path towards becoming the best airline in the history of aviation. Our shared purpose - Connecting People, Uniti...
  • 1 Month Ago

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Contact center
  • Ministerie van Defensie
  • South Holland, IL FULL_TIME
  • Je bent inzetbaar op het Klant Contact Center (KCC), waar je samen met de collega’s administratieve voorbewerking van veiligheidsonderzoeken verricht. Deze bestaan uit het controleren op volledigheid,...
  • 1 Day Ago

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Contact Center Representative
  • ACCESS Community Health Network
  • Chicago, IL FULL_TIME
  • You will have the opportunity to work in a high volume call center and join a team that values hard work and dedication! Extensive Contact/Call Center EPIC Training ProvidedPOSITION SUMMARY Contact Ce...
  • 23 Days Ago

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0 Contact Center Traffic and Scheduling Analyst jobs found in Chicago, IL area

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Customer Experience Quality Analyst
  • Figo Pet Insurance LLC
  • Chicago, IL
  • Customer Experience Quality Analyst WFH Flexible Job Type Full-time Description **About Figo** At Figo, we are a lot of ...
  • 3/28/2024 12:00:00 AM

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Customer Phone Representative and Appointment Setter
  • Illinois Energy Windows & Siding
  • Schaumburg, IL
  • Job Description Job Description Illinois Energy Windows & Siding is a leader in providing our customers with the highest...
  • 3/27/2024 12:00:00 AM

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Customer Service Representative
  • Viking Cloud
  • Chicago, IL
  • Job Description Job Description Support Analyst Location: Chicago, IL Pay: $16/hour About VikingCloud VikingCloud provid...
  • 3/27/2024 12:00:00 AM

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Customer Phone Representative and Appointment Setter
  • Illinois Energy Windows & Siding
  • Elk Grove, IL
  • Job Description Job Description Illinois Energy Windows & Siding is a leader in providing our customers with the highest...
  • 3/27/2024 12:00:00 AM

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Customer Phone Representative and Appointment Setter
  • Illinois Energy Windows & Siding
  • Downers Grove, IL
  • Job Description Job Description Illinois Energy Windows & Siding is a leader in providing our customers with the highest...
  • 3/27/2024 12:00:00 AM

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Customer Phone Representative and Appointment Setter
  • Illinois Energy Windows & Siding
  • Lisle, IL
  • Job Description Job Description Illinois Energy Windows & Siding is a leader in providing our customers with the highest...
  • 3/27/2024 12:00:00 AM

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NICE Contact Center Configuration Specialist - Work From Home
  • Parallel Partners
  • Chicago, IL
  • NICE Contact Center Configuration Specialist - Work From Home We are seeking a NICE Contact Center Configuration Special...
  • 3/24/2024 12:00:00 AM

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Client Experience Analyst, Statements and Billing
  • SpotOn: Corporate
  • Chicago, IL
  • At SpotOn, we're helping small businesses and restaurants compete and win with technology to better connect with their c...
  • 3/24/2024 12:00:00 AM

Chicago (/ʃɪˈkɑːɡoʊ/ (listen), locally also /-ˈkɔː-/), officially the City of Chicago, is the most populous city in Illinois, as well as the third most populous city in the United States. With an estimated population of 2,716,450 (2017), it is the most populous city in the Midwest. Chicago is the principal city of the Chicago metropolitan area, often referred to as Chicagoland, and the county seat of Cook County, the second most populous county in the United States. The metropolitan area, at nearly 10 million people, is the third-largest in the United States, and the fourth largest in North A...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Contact Center Traffic and Scheduling Analyst jobs
$60,670 to $79,032
Chicago, Illinois area prices
were up 0.8% from a year ago