Contact Center Traffic and Scheduling Analyst jobs in Massachusetts
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
- BayOne Solutions
-
Waltham, MA
CONTRACTOR
-
Title: System Analyst
Locations: Hybrid in Waltham, MA (2-3 days per week onsite)
Duration: Contract (6 Months - Extendable)
Client: Business Insurance Domain
Top Skills Required: Contact Center Tools Configuration & Administration, Talkdesk/InContact/Five9/Genesys tool, Zendesk or any similar tools.
Position Summary:
We’re looking for an unstoppable contract Information Systems Engineer to join our team. This role will support the Information Systems team by designing, testing, and implementing configuration-based solutions in Talkdesk and other applications. This position will also do analysis of our application usage, and discover new ways to optimize our end-user productivity. If you’re excited to open up new applications and build practical solutions with immediate impact - we’d love to talk to you!
Responsibilities:
- Plan, design and implement cloud based contact center Interactive Voice Response (IVR).
- Plan, design and implement cloud based contact virtual agent.
- Work closely with the insurance operations teams and act as information systems business partners in order achieve the company goals and needs.
- Manage projects and enhancements requests including prioritization, work plans, risk management, etc.
- Define insurance operations processes that can be automated and lead the automation development and implementation phases.
- Train end-users on how to work with the existing applications.
- Support other business systems including Zendesk as time permits.
Qualifications:
- Bachelor’s degree in Industrial Engineering, Information Systems, or 2 years hands-on experience in designing and implementing cloud based contact centers.
- 2 years’ experience with Talkdesk configuration and administration or equivalent platform such as InContact, Five 9, Genesys.
- Demonstrated ability to learn and create a deep and clear understanding of the business process.
- Excellent time management, efficiency, and prioritization skills.
- Excellent social skills, build consensus and form trusting relationships with external and internal stakeholders.
- Fluent English, both written and spoken.
- Attention to detail and excellent follow-up skills.
- Experience working with remote teams.
- Positive, make-it-happen attitude.
- 5 Days Ago
- Arbella Insurance Group
-
Quincy, MA
FULL_TIME
- Why Arbella?At Arbella, we’re focused on people. We work hard to attract and retain the best. That means providing a great work environment, encouraging work/life balance, offering flexible work arran...
- 6 Days Ago
- Arbella Service Company, Inc.
-
Quincy, MA
FULL_TIME
- Why Arbella? At Arbella, we’re focused on people. We work hard to attract and retain the best. That means providing a great work environment, encouraging work/life balance, offering flexible work arra...
- 16 Days Ago
- Constant Contact
-
Waltham, MA
FULL_TIME
- Do you thrive in a fast-paced, analytical environment where innovation, excellence and creating actionable insight are not just catch-phrases but steeped in the company’s culture? We seek an analyst w...
- 8 Days Ago
- Constant Contact
-
Waltham, MA
FULL_TIME
- As a Data Privacy Analyst, you will play a pivotal role in ensuring the confidentiality, integrity, and availability of sensitive information within our organization. You will be responsible for imple...
- 23 Days Ago
- Constant Contact
-
Waltham, MA
FULL_TIME
- The Process Improvement (PI) Associate is responsible for implementing business initiatives throughout, and in support of all Customer Operations teams. All activities and initiatives will focus on sp...
- 20 Days Ago
Contact Center Traffic and Scheduling Analyst jobs at Popular Companies
- Clark Creative Solutions
-
Silver Spring, MD
- Job Description Job Description We are seeking a highly motivated and customer-oriented Bilingual Call Center Representa...
- 6/1/2024 12:00:00 AM
- Department Of The Treasury
-
Birmingham, AL
- Duties As a Lead Call Center Analyst, you will: * Serve as Team Leader. Communicate and integrate the branches strategic...
- 5/30/2024 12:00:00 AM
- Department Of The Treasury
-
Washington, DC
- Duties As a Lead Call Center Analyst, you will: * Serve as Team Leader. Communicate and integrate the branches strategic...
- 5/30/2024 12:00:00 AM
- Department Of The Treasury
-
Philadelphia, PA
- Duties As a Lead Call Center Analyst, you will: * Serve as Team Leader. Communicate and integrate the branches strategic...
- 5/30/2024 12:00:00 AM
- Department Of The Treasury
-
Kansas City, MO
- Duties As a Lead Call Center Analyst, you will: * Serve as Team Leader. Communicate and integrate the branches strategic...
- 5/30/2024 12:00:00 AM
- Department Of The Treasury
-
Hyattsville, MD
- Duties As a Lead Call Center Analyst, you will: * Serve as Team Leader. Communicate and integrate the branches strategic...
- 5/30/2024 12:00:00 AM
- Iron Bow Technologies
-
Manassas, VA
- Iron Bow Technologies is for people who believe trust is paramount, transformation is embraced, and the future is here, ...
- 5/29/2024 12:00:00 AM
- Bureau of the Fiscal Service
-
Birmingham, AL
- Summary PLEASE NOTE: Based on the current hiring restrictions, selectees may be subject to additional approvals prior to...
- 5/29/2024 12:00:00 AM