Contact Center Traffic and Scheduling Analyst jobs in Utah
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)
Recently Added Contact Center Traffic and Scheduling Analyst jobs
Scheduling Analyst
- Tesla
-
Draper, UT
FULL_TIME
-
Tesla participates in the E-Verify ProgramWhat to ExpectWhat You’ll DoScheduling Analysts will be focused on scheduling models that measure the supply and demand of the contact center (on a daily and weekly level), in order to ensure the most effective and efficient utilization of resources. Scheduling Analysts will work very closely with department Managers and Supervisors in order to establish the most effective schedules for various lines of business within the contact center. Scheduling Analysts should be very well versed in standard scheduling methods, analyzing intraday performance data, trend analysis, and the various factors that impact supply and demand on the scheduling level. Scheduling Analysts will require a high level of experience and expertise in WFM protocol and WFM scheduling software (Aspect/Alvaria).What You’ll Bring
- Shift bids and Schedule Adjustments and Maintenance
- Bi weekly business reviews with operational managers
- Updating volume arrival patterns and forecasts
- Analyze weekly staffing levels
- OT recommendations
- Create schedules for new hires
- WFM Systems administration (Aspect/Alvaria)
- At least 2 years WFM experience as a Scheduling Analyst
- Expert level knowledge in Alvaria (formerly Aspect)
- Excellent computer skills with an emphasis in Microsoft Excel
- Strong analysis skills and experience with problem-solving; including detailed variance analysis for contact center metrics
- Understanding of telecommunications to include terminology, definitions, telecom cost structure, and ACD reporting
- Detail oriented, extremely accurate with work, strong communication skills with operational teams, peers, and executive management
- Full-time, Monday-Friday with the flexibility to work on weekends/nights when needed
Compensation and BenefitsBenefits
Along with competitive pay, as a full-time Tesla employee, you are eligible for the following benefits at day 1 of hire:- Aetna PPO and HSA plans > 2 medical plan options with $0 payroll deduction
- Family-building, fertility, adoption and surrogacy benefits
- Dental (including orthodontic coverage) and vision plans, both have options with a $0 paycheck contribution
- Company Paid (Health Savings Account) HSA Contribution when enrolled in the High Deductible Aetna medical plan with HSA
- Healthcare and Dependent Care Flexible Spending Accounts (FSA)
- LGBTQ care concierge services
- 401(k) with employer match, Employee Stock Purchase Plans, and other financial benefits
- Company paid Basic Life, AD&D, short-term and long-term disability insurance
- Employee Assistance Program
- Sick and Vacation time (Flex time for salary positions), and Paid Holidays
- Back-up childcare and parenting support resources
- Voluntary benefits to include: critical illness, hospital indemnity, accident insurance, theft & legal services, and pet insurance
- Weight Loss and Tobacco Cessation Programs
- Tesla Babies program
- Commuter benefits
- Employee discounts and perks program
Tesla is an Equal Opportunity / Affirmative Action employer committed to diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, age, national origin, disability, protected veteran status, gender identity or any other factor protected by applicable federal, state or local laws.Tesla is also committed to working with and providing reasonable accommodations to individuals with disabilities. Please let your recruiter know if you need an accommodation at any point during the interview process. - 18 Days Ago
Contact Center Supervisor
- Serenity Healthcare
-
Utah County, UT
FULL_TIME
- Contact Center Supervisor - Onsite Location: Lehi, UT**Are you ready to lead a team that plays a pivotal role in transforming lives and revolutionizing healthcare? Serenity, a leader in healthcare tec...
- 3 Days Ago
Contact Center Supervisor
- Serenity Healthcare
-
Provo, UT
FULL_TIME
- - Onsite Location: Provo, UT**Are you ready to lead a team that plays a pivotal role in transforming lives and revolutionizing healthcare? Serenity, a leader in healthcare technology, is seeking a dyn...
- 4 Days Ago
Contact Center Representative
- HelpCloud
-
Lindon, UT
FULL_TIME
- About: We’re seeking experienced Contact Center Representatives that will be responsible for over the phone support and providing customers with top notch customer service and resolutions. Previous co...
- 4 Days Ago
Sales Manager (Contact Center)
- Fonky BV
-
Utrecht en Nijmegen, UT
FULL_TIME
- Als Sales Manager binnen ons Contact Center ga jij voor het beste resultaat. Verliezen komt niet in jouw woordenboek voor. Herken je jezelf hierin? Dan hebben we goed nieuws voor je, we zijn namelijk ...
- 6 Days Ago
Contact Center Supervisor
- Serenity Healthcare
-
Lehi, UT
FULL_TIME
- Contact Center Supervisor - Onsite Location: Lehi, UT**Are you ready to lead a team that plays a pivotal role in transforming lives and revolutionizing healthcare? Serenity, a leader in healthcare tec...
- 8 Days Ago
Contact Center Traffic and Scheduling Analyst jobs at Popular Companies
Board Certified Behavior Analysis School 2024-2025 SY
- Epic Special Education Staffing
-
Lake Stevens, WA
- ABOUT US Together, we are the Epic Special Education Staffing family and family is how we view each member of this incre...
- 9/3/2024 12:00:00 AM
Board Certified Behavior Analyst School 2024-2025 SY
- Epic Special Education Staffing
-
Berwyn, IL
- ABOUT US Together, we are the Epic Special Education Staffing family and family is how we view each member of this incre...
- 8/21/2024 12:00:00 AM
Call Center Analyst, Work Force Management *Remote*
- Providence St. Joseph Health
-
Renton, WA
- Description Providence Health Plan caregivers are not simply valued - they're invaluable. Join our team and thrive in ou...
- 6/11/2024 12:00:00 AM
Bilingual Call Center Analyst
- Clark Creative Solutions
-
Silver Spring, MD
- Job Description Job Description We are seeking a highly motivated and customer-oriented Bilingual Call Center Representa...
- 6/11/2024 12:00:00 AM
Call Center Analyst & Scheduling Specialist
- Metlife Legal Plans
-
Cleveland, OH
- Job Description Job Description MetLife Legal Plans is currently hiring a Client Service Center Analyst & Scheduling Spe...
- 6/11/2024 12:00:00 AM
Behavior Analyst Assistant in Arizona (Mesa, Glendale, Phoenix areas)
- American Behavioral Solutions
-
Phoenix, AZ
- Job Description American Behavioral Solutions is searching for passionate, highly motivated and organized individuals to...
- 6/10/2024 12:00:00 AM
Technical Lead
- TekJobs
-
Alpharetta, GA
- Required Skills: Tier2 Support. Focus on Outage and Incident tickets passed from T1- team 12*5 and 24*7 on Call. Analyst...
- 6/8/2024 12:00:00 AM
Call Center Analyst 1
- Iron Bow Technologies
-
Manassas, VA
- Iron Bow Technologies is for people who believe trust is paramount, transformation is embraced, and the future is here, ...
- 6/8/2024 12:00:00 AM
About Utah
Utah is known for its natural diversity and is home to features ranging from arid deserts with sand dunes to thriving pine forests in mountain valleys. It is a rugged and geographically diverse state that is at the convergence of three distinct geological regions: the Rocky Mountains, the Great Basin, and the Colorado Plateau.
Utah is one of the Four Corners states, and is bordered by Idaho in the north, Wyoming in the north and east; by Colorado in the east; at a single point by New Mexico to the southeast; by Arizona in the south; and by Nevada in the west. It covers an area of 84,899 sq mi ...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Contact Center Traffic and Scheduling Analyst jobs
$55,163 to $71,857