Contact Center Traffic and Scheduling Analyst, Sr. jobs in the United States
Contact Center Traffic and Scheduling Analyst, Sr. 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, Sr. 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, Sr. 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, Sr. work is generally independent and collaborative in nature. Contributes to moderately complex aspects of a project. To be a Contact Center Traffic and Scheduling Analyst, Sr. typically requires 4-7 years of related experience. (Copyright 2024 Salary.com)
Recently Added Contact Center Traffic and Scheduling Analyst, Sr. jobs
Contact Center Scheduling Analyst (major bank)
- Intermedia Group, Inc.
-
Pittsburgh, PA
FULL_TIME
-
POSITION TITLE: Contact Center Scheduling Analyst
LOCATION: Multiple locations (positions open in both Pittsburgh and Hermitage PA)
SALARY: $53,000 to $60,000
BENEFITS - Full
INDUSTRY: Financial Services
POSITION OVERVIEW:- This position is responsible for maintaining Contact Center scheduling for phone and chat agents.
- The incumbent will utilize the workforce management tool to forecast staffing needs and assign employees appropriately across available shifts to ensure proper coverage and meet department standards.
- Reviews peak times and seasonal changes that affect normal staffing levels and make necessary staffing changes to ensure proper coverage.
- Utilizes past conditional data to produce ad hoc staffing forecasts for leadership planning and scheduling.
- Alerts leadership to any staffing concerns that may arise.
PRIMARY RESPONSIBILITIES:- Produces weekly employee schedules in accordance with department standards, such as abandon rate and average wait time, and forecasted volumes, including peak times, to ensure adequate staffing for phones and chat. Incorporates recurring/ad hoc meetings and training into employee schedules.
- Monitors staffing levels and provide guidance to leadership. Executes quarterly shift selection process.
- Assist with maintaining different aspects of the workforce management tool. This includes employee access, employee changes, validating historical data, producing forecasts, adjusting existing shifts, developing new shifts, and providing software training as needed.
- Assists management with maintaining existing procedures related to scheduling and produces new procedures under guidance as appropriate.
- Troubleshoots issues related to the digital support systems utilized in the Contact Center. Works closely with IT and/or external vendors to resolve issues.
- Serves as a back-up liaison between Information Technology, vendors, project management and Contact Center Leadership.
Skills and Certifications:- Excellent communication skills, both written and verbal
- Excellent customer service skills
- Ability to work and multi-task in a fast-paced environment
- Excellent organizational, analytical and interpersonal skills
- MS PowerPoint - Intermediate Level
- MS Word - Intermediate Level
- MS Excel - Intermediate Level
- Calabrio Teleopti Preferred
- Detail-oriented
If you are interested in pursuing this opportunity, please respond back and include the following:
- MS WORD Resume
- required compensation.
- Contact information.
- Availability
Upon receipt, one of our managers will contact you to discuss the position in full detail.
JASON DENMARK
Recruiting Manager
INTERMEDIA GROUP, INC.
EMAIL: jdenmark@intermediagroup.com
LINKEDIN: https://www.linkedin.com/in/jasondenmark
VISIT OUR FULL LIST OF OPEN POSITIONS:
https://intermediagroup.catsone.com/careers - 10 Days Ago
Patient Access Specialist-Scheduling
- Cuyuna Regional Medical Center * Clinic Scheduling
-
Crosby, MN
FULL_TIME
- Cuyuna Regional Medical Center * Clinic SchedulingCrosby, MNAdministrative SupportPart Time Over, 8-hour Day ShiftFTE: .6 FTE (48 hours per pay period)Weekend Requirements: No weekendsPosted 11/14/202...
- 22 Days Ago
Scheduling Specialist Ambulatory Contact Center
- Mass General Brigham
-
Somerville, MA
FULL_TIME
- About Us As a not-for-profit organization, Mass General Brigham is committed to supporting patient care, research, teaching, and service to the community by leading innovation across our system. Found...
- 5 Days Ago
Manager, Scheduling Services Contact Center
- UPMC
-
Pittsburgh, PA
FULL_TIME
- UPMC University of Pittsburgh Physicians is hiring a full-time Manager, Scheduling Services Contact Center to join their team! This position works Monday through Friday from 8:00 am to 5:00 pm. This i...
- 5 Days Ago
Contact Center Radiology Scheduling Rep
- Children's Mercy KC
-
Kansas, MO
OTHER
- Thanks for your interest in Children's Mercy! Do you envision finding a meaningful role with an inclusive and compassionate team? At Children’s Mercy, we believe in making a difference in the lives of...
- 28 Days Ago
Contact Center Systems Analyst
- LingaTech
-
Harrisburg, PA
FULL_TIME
- Location: Harrisburg, PA - Candidates must be PA residents.Position Type: Hybrid 1 day per week in officeContract Length: 6 months, contract to hire** Candidates must be US Citizens or Permanent Resid...
- 4 Days Ago
Contact Center Traffic and Scheduling Analyst, Sr. jobs at Popular Companies
Bilingual Call Center Analyst
- Clark Creative Solutions
-
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- Leidos
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- Quality Technology Services, LLC
-
Ashburn, VA
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- 12/10/2024 12:00:00 AM
Lead Software Engineer, iOS (Remote-eligible)
- Capital One
-
Poolesville, MD
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- 12/10/2024 12:00:00 AM
Salesforce Field Service Cloud Developer Specialist - Resources
- Accenture
-
Arlington, VA
- We Are Accentures Salesforce practice, and we live to see what this platform can do. Since we were one of the first on t...
- 12/9/2024 12:00:00 AM
Marketing Analyst
- Pyramid Consulting, Inc
-
Ashburn, VA
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B2B Outside Sales Representative
- SMS
-
Sterling, VA
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- 12/8/2024 12:00:00 AM
Income Estimation for Contact Center Traffic and Scheduling Analyst, Sr. jobs
$69,015 to $93,576