Contact Center Traffic and Scheduling Analyst jobs in Muskegon, MI

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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Sr Software Engineer - Contact Center (Work from Home)
  • Western & Southern Financial Group
  • FREMONT, MI FULL_TIME
  • Overview

    This role is critical for accelerating end-end life insurance processing and the company’s industry leading position by bringing incremental sales and servicing related software changes to market.  The ideal candidate is a veteran, industry-proven, hands-on software engineer specializing in contact center development and overall system support.

    Responsibilities

    Strategic:

    ·   Individual contributor collaborating with and leading a team of 5-7 engineers performing rapid agile contact center software development to advance digital sales and servicing capabilities for the company including the following:

    ·   Automatic contact distribution (ACD) advancement for multi-channel routing of calls in addition to email, chat and workflow tasks for effective end-end workforce management and staffing across the entire sales and servicing operation.

    ·   Automatic contact distribution (ACD) and predictive dialer advancement for call blending (inbound and outbound distribution).

    ·    Telemarketing predictive dialer advancement for intelligent lead nurturing and insurance case management campaign scripting with real-time scrubbing and loading of lead records from consumer facing systems (i.e. agent sales portal, public website, internal policy servicing systems).

    ·   Integrated voice response (IVR) for speech recognition and introduction of natural language processing (NLP) for intelligent automation.

    ·  Computer telephony integration (CTI) screen-pop for delivering consumer and insurance policy detail to the operator desktop at the time of contact delivery.

    ·  Document management and workflow.

    ·  Desktop application for internal agent life insurance policy administration.

    ·   Public-facing consumer web self-service portal.

    ·  Owns execution of the plan and roadmap modernization and transformation of legacy applications supporting 300 internal contact center servicing agents and web self-servicing for ~2.5 million unique policy holders.

    ·   The individual in this role grows the ADSD agile mindset and perpetuates the ADSD "can-do" spirit with all employees and contractors.

    ·    Proactively aligns the organizational design with the changing technical landscape while participating in the recruiting and hiring like-minded new engineers.

    Strategic Execution:

    ·   Leads team members when possible and individually manages product and sprint backlogs as needed to deliver ongoing legacy policy administration changes.

    ·  Ultimately accountable for sustaining individual delivery velocity while aiding peers to do the same by effectively adapting people, process and technology to maximize value for the company within departmental and project budgets.

    ·   Responsible for participating in hiring and plans for disseminating work to all direct and indirect reports to meet all new software change related work demand. 

    Tactical Execution:

    ·    Steers teams using all people, process and technology advantages across the company.

    ·    Ensures teams and individually adheres to all designs, policies, procedures and standards for data security and regulatory compliance.

    Qualifications

    Selection Criteria:

    ·   Typically requires at least 7 years of agile contact center software engineering change management experience with at least 7 years in a leadership setting with executive level reporting experience

    ·  Typically requires 7 years of large-scale contact center system engineering experience.

    ·  Typically requires 5 years leading contact center software engineers utilizing agile delivery frameworks including Scrum, LeSS, Lean, XP, Kanban, FDD, BDD, API and UI test automation for quality control and supporting tools (Cucumber, JIRA). 

    ·  Must have the ability to simplify large-scale contact center system change related needs to minimize total cost of ownership (ensuing overhead).

    ·   Must have an agile mindset and insatiable passion for contact center innovation, agile delivery methods and continuous integration.

    ·   Must be an autonomous team player able to lead effectively while solidifying working relationships at all levels of the organization.

    Work :

    ·   This position works in an office setting and remains in a stationary position for long periods of time while working at a desk, on a computer or with other standard office equipment, or while in meetings. 

    ·    Position requires substantial movement of wrist, hands and fingers for continuous computer work.

    Educational Requirements:

    ·    M.S. Computer Science

    Computer Skills and Knowledge of Hardware & Software Required:

    ·   Expert in End-End Contact Center Platforms & Technologies: Genesys, Nice, Five 9, blending, speech, etc.

    ·   Expert in JavaScript or TypeScript (Angular), AJAX, HTML, CSS, Java, Spring and / or .NET, C# / C

    ·    Proficient in Document Management & Workflow Systems: OnBase or equivalent system

    ·    Docker, GIT, Maven, Jenkins, JIRA

    ·     Cloud exposure (Azure preferred)

    Certifications & Licenses (i.e., Series 6 & 63, CPA, etc.):

    ·         N/A

    Position Demands:

    ·  Quarterly on-site travel to work in offices located in White Plains, NY (Gerber Life HQ), Fremont MI (Gerber Life Operations) and / or Cincinnati, OH (Western and Southern Financial Group HQ).

    ·   Extended hours required during peak workloads or special projects and off-hour support.

    ·   On-call and off-hours support will be required periodically to support business needs.

     

  • 1 Month Ago

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Scheduling Coordinator
  • Trilogy Health Services
  • Muskegon, MI FULL_TIME
  • What You Can Expect:ROLE AND RESPONSIBILITIES Creates the campus' four (4) week Master set schedule and posts schedule in accordance with the Scheduling Standards policy.Generates all required posting...
  • 20 Days Ago

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Scheduling Coordinator
  • Breakwater Oral Surgery
  • Norton, MI FULL_TIME
  • We are an elite oral surgery practice that is committed to exceptional care for our patients and first-class service to our referring doctors. We are looking for a fun, hardworking, compassionate, tea...
  • 12 Days Ago

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Scheduling & Booking Agent- Remote
  • Sail Away Travels
  • Traverse, MI FULL_TIME
  • Are you driven by wanderlust and self-motivation? We're in search of dynamic individuals to join our remote team and forge a rewarding career in the travel industry. The ideal candidate embodies excep...
  • 18 Days Ago

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Process (Scheduling) Technician
  • Precision Castparts Corp. (PCC)
  • Muskegon, MI FULL_TIME
  • Country 1 United States of America State / County 1 Michigan City 1 Muskegon Division 1 Metals Company 1 Cannon Muskegon Function 1 Materials Workplace Type 1 On-Site Position type 1 Full Time Opportu...
  • 1 Month Ago

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Traffic Engineer - 2358.03
  • Wade Trim
  • Traverse, MI FULL_TIME
  • What We Offer:Our excellent salary and benefits package includes medical, dental, vision, life insurance, short and long-term disability coverage, education reimbursement, 401(k), performance bonuses,...
  • 1 Month Ago

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0 Contact Center Traffic and Scheduling Analyst jobs found in Muskegon, MI area

Muskegon (/mʌˈskiːɡən/) is a city in the U.S. state of Michigan, and is the largest populated city on the eastern shores of Lake Michigan. At the 2010 census the city population was 38,401. The city is the county seat of Muskegon County. It is at the southwest corner of Muskegon Township, but is administratively autonomous. The Muskegon Metro area had a population of 172,188 in 2010. It is also part of the larger Grand Rapids-Wyoming-Muskegon-Combined Statistical Area with a population of 1,321,557....
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Contact Center Traffic and Scheduling Analyst jobs
$53,792 to $70,071
Muskegon, Michigan area prices
were up 1.3% from a year ago