Contact Center Traffic and Scheduling Analyst jobs in Iowa
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
Contact Center Planning Analyst - Enterprise Complaints
- B10 Wells Fargo Bank, N. A.
-
Des Moines, IA
FULL_TIME
- Why Wells Fargo: This is where your true career begins. We ranked #2 on the 2023 LinkedIn Top Companies list – and #1 among financial services companies – as the best workplace “to grow your career” in the U.S. At Wells Fargo, we support employees’ career aspirations and growth. We’re proud of our employee-welfare-centered business approach and our commitment to diversity, equity, and inclusion in the workplace. We offer competitive salaries and one of the richest benefits packages in the industry. Our Total Rewards program focuses on wellness, work-life balance and the financial health of our employees. Our customers invest with us, we invest in you. Apply today. About this role: Wells Fargo is seeking a Contact Center Planning Analyst In this role, you will: Determine staffing targets, call volume trends and forecast changes based on capacity model Facilitate project work and schedule change adjustments Administer off phone time and training schedules Identify and recommend opportunities for process improvement and risk control development Provide guidance through mentoring, training and development Make decisions and resolve issues to meet business objectives Interpret policies, procedures, and compliance requirements Collaborate and consult with peers, colleagues and managers to resolve issues and achieve goals Interact with internal customers Receive direction from leaders Exercise independent judgment while developing the knowledge to understand function, policies, procedures, and compliance requirements Required Qualifications: 2 years of contact center planning experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education Desired Qualifications: 6 Months of experience with Genesys Telephony ACD 6 Months of experience with Aspect WFM 6 Months of experience with ECMP 6 Months of experience with Tableau @RWF22 Posting End Date: *Job posting may come down early due to volume of applicants. We Value Diversity At Wells Fargo, we believe in diversity, equity and inclusion in the workplace; accordingly, we welcome applications for employment from all qualified candidates, regardless of race, color, gender, national origin, religion, age, sexual orientation, gender identity, gender expression, genetic information, individuals with disabilities, pregnancy, marital status, status as a protected veteran or any other status protected by applicable law. Employees support our focus on building strong customer relationships balanced with a strong risk mitigating and compliance-driven culture which firmly establishes those disciplines as critical to the success of our customers and company. They are accountable for execution of all applicable risk programs (Credit, Market, Financial Crimes, Operational, Regulatory Compliance), which includes effectively following and adhering to applicable Wells Fargo policies and procedures, appropriately fulfilling risk and compliance obligations, timely and effective escalation and remediation of issues, and making sound risk decisions. There is emphasis on proactive monitoring, governance, risk identification and escalation, as well as making sound risk decisions commensurate with the business unit’s risk appetite and all risk and compliance program requirements. Candidates applying to job openings posted in US: All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other legally protected characteristic. Candidates applying to job openings posted in Canada: Applications for employment are encouraged from all qualified candidates, including women, persons with disabilities, aboriginal peoples and visible minorities. Accommodation for applicants with disabilities is available upon request in connection with the recruitment process. Applicants with Disabilities To request a medical accommodation during the application or interview process, visit Disability Inclusion at Wells Fargo. Drug and Alcohol Policy Wells Fargo maintains a drug free workplace. Please see our Drug and Alcohol Policy to learn more. Wells Fargo & Company (NYSE: WFC) is a leading financial services company that has approximately $1.9 trillion in assets. We provide a diversified set of banking, investment and mortgage products and services, as well as consumer and commercial finance, through our four reportable operating segments: Consumer Banking and Lending, Commercial Banking, Corporate and Investment Banking, and Wealth & Investment Management. Wells Fargo ranked No. 47 on Fortune’s 2023 rankings of America’s largest corporations. In the communities we serve, the company focuses its social impact on building a sustainable, inclusive future for all by supporting housing affordability, small business growth, financial health, and a low-carbon economy News, insights, and perspectives from Wells Fargo are also available at Wells Fargo Stories. Additional information may be found at www.wellsfargo.com LinkedIn: https://www.linkedin.com/company/wellsfargo For questions on how to search and apply, visit our frequently asked questions.
- 19 Days Ago
Contact Center Planning Analyst - Enterprise Complaints
- Wells Fargo
-
WEST DES MOINES, IA
FULL_TIME
- Why Wells Fargo:This is where your true career begins. We ranked #2 on the 2023 LinkedIn Top Companies list – and #1 among financial services companies – as the best workplace “to grow your career” in...
- 19 Days Ago
Telecommunication Sales - Call Center
- Infinity Contact Inc
-
Rapids, IA
FULL_TIME
- Pay: $18 / Hour commissionShift: Monday through Friday 8:00 am - 4:30 pm CDTInfinity values Energy, Excellence, and Execution but our company culture is so much more! We have a casual dress code; a fu...
- 18 Days Ago
Contact Center Representative I
- Veridian Credit Union
-
Waterloo, IA
FULL_TIME
- Under general supervision and in compliance with established policies and procedures, the Contact Center Representative I is responsible for providing superior member service by conducting transaction...
- 18 Days Ago
Contact Center Team Lead
- AMBA
-
Urbandale, IA
FULL_TIME
- DescriptionAMBA is seeking candidates for the following position based in our new Urbandale, Iowa office: Contact Center Team Lead. This role will present you with an opportunity to grow as a leader i...
- Just Posted
Contact Center Representative
- Athene
-
Des Moines, IA
FULL_TIME
- We are Athene. At Athene, we are driven to do more. We are a leading retirement services company that issues, reinsures and acquires retirement savings products designed for the increasing number of i...
- 8 Days Ago
Contact Center Traffic and Scheduling Analyst jobs at Popular Companies
Finance Director, Retail Wireless
- Dish Network
-
- **Finance Director, Retail Wireless** CAROUSEL_PARAGRAPH * Englewood, Colorado; Overland Park, Kansas; Roseland, New Jer...
- 4/26/2024 12:00:00 AM
IT Analyst
- Pierce
-
Reston, VA
- Resolves workstation issues throughout the organization to maximize firm-wide productivity and minimize system downtime ...
- 4/26/2024 12:00:00 AM
Senior IT Analyst
- Pierce
-
Palo Alto, CA
- Serves as an effective, advanced-level technical resource to customers who contact them directly for assistance and for ...
- 4/26/2024 12:00:00 AM
Call Center Analyst
- The Fountain Group
-
Atlanta, GA
- Job Description Job Description SEASONAL WORKFORCE ANALYST Remote position GENERAL DESCRIPTION OF POSITION Candidate wil...
- 4/25/2024 12:00:00 AM
Call Center Analyst
- Staff Management | SMX
-
Chicago, IL
- Job Description Job Description Calling all data detectives in Chicago! Are you passionate about using analytics to driv...
- 4/25/2024 12:00:00 AM
Information Technology Help Desk Contact Center Analyst - Honolulu
- Frontline Managed Services
-
Honolulu, HI
- Do you want to shift gears into a new IT career? We will steer your future towards the finish line! Frontline Managed Se...
- 4/25/2024 12:00:00 AM
Call Center Data Analyst
- Chicago Lighthouse
-
Chicago, IL
- Job Details Job Location: Chicago, IL Position Type: Full Time Education Level: High School/GED Salary Range: Undisclose...
- 4/23/2024 12:00:00 AM
Call Center Analyst
- Staff Management | SMX
-
Chicago, IL
- Calling all data detectives in Chicago! Are you passionate about using analytics to drive smart business decisions? We h...
- 4/22/2024 12:00:00 AM
About Iowa
Iowa (/ˈaɪəwə/ (listen)) is a state in the Midwestern United States, bordered by the Mississippi River to the east and the Missouri River and Big Sioux River to the west. It is bordered by six states; Wisconsin to the northeast, Illinois to the east, Missouri to the south, Nebraska to the west, South Dakota to the northwest and Minnesota to the north.
In colonial times, Iowa was a part of French Louisiana and Spanish Louisiana; its state flag is patterned after the flag of France. After the Louisiana Purchase, people laid the foundation for an agriculture-based economy in the heart of the Corn...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Contact Center Traffic and Scheduling Analyst jobs
$55,217 to $71,925