Contact Center Traffic and Scheduling Analyst jobs in Essex, VT

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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Contact Center Supervisor
  • New England Federal Credit Union
  • South Burlington, VT FULL_TIME
  • Position: Contact Center Supervisor

    Hours: Normal schedule between: Monday-Friday, 8:00am – 6:00pm, and every other Saturday, 9:00am-1:00pm, w/alternate day off

    Location: 88 Technology Park Way in South Burlington, VT

    Position description:

    The Contact Center Supervisor provides supervisory and operational support to Contact Center employees. Coordinates work scheduling and workflow in the department. Ensures that all employees maintain high levels of member service and receive coaching and training regularly. Monitors call volumes and service levels for optimal performance and ensures that Member Relationship Development objectives are met. Evaluates and makes decisions based on employee performance and hiring. Acts as liaison between impacted members, agents, and other departments when applicable. Has specialized knowledge of NEFCU business processes (policy/procedure), product/services, regulatory requirements, and credit union-wide knowledge, with a focus on digital knowledge and troubleshooting.


    Specific duties include:

    • Coach, counsel, develop, and support Contact Center member service representatives to provide quality interactions and service to all members; Provide weekly coaching to each employee by providing feedback to ensure quality conversations; answer employee questions as needed.
    • Encourage staff to actively participate in continuing education and learning opportunities and ensure all new employees are thoroughly trained in all phases of the job
    • Foster a team atmosphere and set the example by providing leadership for change and supporting strategic initiatives of the department and NEFCU. Promote and support employee and team morale.
    • Ensure consistent day-to-day operations of Contact Center to meet member/management expectations. Consistently monitor and adjust staff schedule to meet service level goals as well as quality goals.
    • Supervise workflow and weekly/daily scheduling and coverage of all Contact Center employees including Saturdays, training scheduling, manage breaks and lunchtime to ensure coverage and make sure within time allotment to meet service and quality level department goals.
    • Provide oversight and direction to staff; Communicate expectations, manage performance, and coordinate performance reviews.
    • Provide information updates for Contact Center staff (software, system issues, workflow, products, services, policy and procedure changes). Communicate the resolution of system issues as identified by members and staff.
    • Act as liaison between impacted members, agents, and other departments to maintain communication and collaboration.
    • Review Service Level reports and take action as needed regarding number of calls, abandon rate, wait times, outages for online services; reviews handle time, follow-up, and after call work (ACW).
    • Meet weekly with Associate VP, Contact Center to discuss team and game plans. Meet Weekly with AVP, Contact Center and peer to discuss developing coaching skills and department functionality.
    • Must comply with all company policies and procedures, applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control.

    Qualifications:

    • A two-year college degree or completion of a specialized course of study at a business or trade school equivalent to approximately 64 credit hours.
    • Three years to five years of similar or related experience, including preparatory experience. Familiarity with bank or credit union products and services.
    • Supervisory or coaching experience preferred, preferably in a call center environment.
    • A significant level of trust, credibility and diplomacy is required.
    • Communication; People Management; Engagement/Connecting with Others.

    EOE

  • 21 Days Ago

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Contact Center Member Service Associate
  • New England Federal Credit Union
  • Montpelier, VT FULL_TIME
  • New England Federal Credit Union is recruiting for Member Service Associates to join our Contact Center in South Burlington OR Montpelier! These team members will provide efficient, accurate, and poli...
  • 1 Month Ago

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Radiology Scheduling Specialist
  • University of Vermont Medical Center
  • Burlington, VT FULL_TIME
  • Job Ref:R0042651 Location:111 Colchester Ave, Burlington, VT Category:Administration Employment Type:Per Diem (position has no committed hours and is not benefit eligible) Hospital:The University of V...
  • Just Posted

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Radiology Medical Assistant/Scheduling Specialist
  • Central Vermont Medical Center
  • Berlin, VT OTHER
  • We are more than just science. At our heart, we are 1,700 employees united by an inspiration to care for our community. We are CVMC. We are seeking a per diem Medical Assistant/Scheduling Specialist t...
  • 4 Days Ago

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Traffic Control Flagger
  • ADA Traffic Control
  • Middlebury, VT FULL_TIME
  • ADA Traffic Control is an exciting family-run company providing services to work zones all over Vermont, Maine and New Hampshire. This is a perfect opportunity for starting a career with amazing growt...
  • 21 Days Ago

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Traffic Control Flagger
  • A D A Traffic Control
  • Swanton, VT FULL_TIME
  • ADA Traffic Control is an exciting family-run company providing services to work zones all over Vermont and New Hampshire. This is a perfect opportunity for starting a career with amazing growth poten...
  • 1 Day Ago

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0 Contact Center Traffic and Scheduling Analyst jobs found in Essex, VT area

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Lab - Specimen Collector
  • All Medical Personnel
  • Burlington, VT
  • p> About Our Client: Join a company that has been ranked one the best places to work and stands as an industry leader in...
  • 3/28/2024 12:00:00 AM

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Senior Income Tax Analyst - Remote
  • Avnet
  • Montpelier, VT
  • **Who We Are:** At Avnet, relationships matter. We are a global, FORTUNE 500 technology distributor and solutions compan...
  • 3/28/2024 12:00:00 AM

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SAP Enterprise Architect
  • Concentrix
  • Montpelier, VT
  • Job Title: SAP Enterprise Architect Job Description Your Journey at Concentrix + Webhelp Starts Here: At Concentrix + We...
  • 3/28/2024 12:00:00 AM

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Travel Nurse RN - Skilled Nursing Facility - $1,842 per week
  • Adventist Health
  • Barre, VT
  • Supplemental Health Care is seeking a travel nurse RN Skilled Nursing Facility for a travel nursing job in Barre, Vermon...
  • 3/28/2024 12:00:00 AM

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Sr Customer Contract Analyst (Remote, US)
  • Syneos Health Careers
  • Morrisville, VT
  • Description Senior Customer Contract Analyst Syneos Health® is a leading fully integrated biopharmaceutical solutions or...
  • 3/27/2024 12:00:00 AM

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Travel Nurse RN - Manager - $1,842 per week
  • Adventist Health
  • Barre, VT
  • Supplemental Health Care is seeking a travel nurse RN Manager for a travel nursing job in Barre, Vermont. Job Descriptio...
  • 3/27/2024 12:00:00 AM

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Travel Nurse RN - Manager - $1,842 per week
  • Adventist Health
  • Burlington, VT
  • Supplemental Health Care is seeking a travel nurse RN Manager for a travel nursing job in Burlington, Vermont. Job Descr...
  • 3/26/2024 12:00:00 AM

Essex is the most populous town in the U.S. state of Vermont and the second most populous incorporated area in Chittenden County, Vermont and the entire state of Vermont, with the first (in both cases) being Burlington, Vermont at 42,452 according to a 2015 U.S. census estimate. Essex has an estimated population of 21,199 in 2016. The village of Essex Junction is located within the town, and that village is home to the state of Vermont's busiest Amtrak station and largest private employer, GlobalFoundries. Vermont Route 289 crosses the town from east to west. Essex is located in central Chitte...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Contact Center Traffic and Scheduling Analyst jobs
$56,747 to $73,921
Essex, Vermont area prices
were up 1.6% from a year ago