Contact Center Traffic and Scheduling Analyst jobs in Illinois

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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Workforce Analyst Contact Center
  • OSF HealthCare
  • Peoria, IL FULL_TIME
  • Overview

    Expected pay for this position is $21.30 - $25.05/hour. Actual pay will be determined by experience, skills and internal equity.

     

    POSITION SUMMARY: The Workforce Analyst maintains a multi-channel Workforce Management (WFM) platform within OSF. The Workforce Analyst focuses on planning and optimizing the performance of OSF agents by analyzing pertinent data, historical performance, and trends in order to manage service levels, staff schedules, and schedule changes to achieve maximum efficiency and occupancy. This includes configuration of skills, call and multi-channel routing, historical trends, and anomalies.


    Qualifications

    REQUIRED QUALIFICATIONS:

    • Education: High School/GED
    • Experience: 3 years of experience in scheduling, staffing analysis, or workforce management
    • 2 years of experience in a call center environment
    • Experience using reporting tools
    • Other skills/knowledge: Customer service and communication skills, including patience and flexibility with a variety of user knowledge levels and skill sets.

     

    PREFERRED QUALIFICATIONS:

    • Education: Associate's Degree
    • Other skills/knowledge: Familiarity with OSF services, organizational practice, principles, and mission.

     

    OSF HealthCare is an Equal Opportunity Employer.

  • Just Posted

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Business Analyst- Contact Center
  • Adtalem Global Education
  • Chicago, IL FULL_TIME
  • Company DescriptionWalden University, an Adtalem Global Education institution, supports a diverse community of adult learners from across the U.S. and other countries, who seek to achieve their academ...
  • 13 Days Ago

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Contact Center Analyst
  • Adtalem Global Education
  • Chicago, IL FULL_TIME
  • Company DescriptionWalden University, an Adtalem Global Education institution, supports a diverse community of adult learners from across the U.S. and other countries, who seek to achieve their academ...
  • 14 Days Ago

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Contact Center Analyst - Work From Home
  • Avila Dental
  • CHICAGO, IL FULL_TIME
  • Company DescriptionAt Avila Dental, you will experience a genuine sense of family and belonging. We strive to make your visit as pleasant and easy as possible by providing in-office comforts and first...
  • 10 Days Ago

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Analyst - Contact Center Real Time Operations
  • OneTen
  • Chicago, IL FULL_TIME
  • Description There's never been a more exciting time to join United Airlines. We're on a path towards becoming the best airline in the history of aviation. Our shared purpose - Connecting People, Uniti...
  • 1 Month Ago

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Contact center
  • Ministerie van Defensie
  • South Holland, IL FULL_TIME
  • Je bent inzetbaar op het Klant Contact Center (KCC), waar je samen met de collega’s administratieve voorbewerking van veiligheidsonderzoeken verricht. Deze bestaan uit het controleren op volledigheid,...
  • 1 Day Ago

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Technical Support Technician
  • Connect Search, LLC
  • Milwaukee, WI
  • Technical Support Technician Direct Hire Technical Support Technician opportunity with one of my clients based out of th...
  • 3/28/2024 12:00:00 AM

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Sales Internship Program
  • ALKU
  • Andover, MA
  • This is an On-Site position Summer 2024 - June 3, 2024 ALKU is looking for dynamic, motivated individuals to join the AL...
  • 3/28/2024 12:00:00 AM

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Sales Internship Program
  • ALKU
  • Amherst, MA
  • This is an On-Site position Summer 2024 - June 3, 2024 ALKU is looking for dynamic, motivated individuals to join the AL...
  • 3/28/2024 12:00:00 AM

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Senior Financial Analyst
  • Calabrio, Inc.
  • Minneapolis, MN
  • Calabrio, a leading customer experience intelligence company, is seeking a highly skilled and motivated Senior Financial...
  • 3/28/2024 12:00:00 AM

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UKG Associate Programmer Analyst – Universal Epic Universe
  • Universal Orlando
  • Orlando, FL
  • Universal Orlando Resort believes in-person collaboration is key to our success. Many of our Team Members work in a hybr...
  • 3/28/2024 12:00:00 AM

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Research Analyst
  • First Trust Capital Management L.P.
  • Chicago, IL
  • Summary The Research Analyst role at First Trust Alternative Investment Research (“FT AIR”) is focused on supporting all...
  • 3/28/2024 12:00:00 AM

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Sales Internship Program
  • ALKU
  • Harrisonburg, VA
  • This is an On-Site position Summer 2024 - June 3, 2024 ALKU is looking for dynamic, motivated individuals to join the AL...
  • 3/28/2024 12:00:00 AM

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Business Development Analyst
  • Makse Group
  • Denver, CO
  • Job Overview: As a Business Development Analyst, you will play a vital role in our company's growth by generating a robu...
  • 3/28/2024 12:00:00 AM

Illinois (/ˌɪlɪˈnɔɪ/ (listen) IL-ih-NOY) is a state in the Midwestern and Great Lakes region of the United States. It has the fifth largest gross domestic product (GDP), the sixth largest population, and the 25th largest land area of all U.S. states. Illinois is often noted as a microcosm of the entire United States. With Chicago in northeastern Illinois, small industrial cities and immense agricultural productivity in the north and center of the state, and natural resources such as coal, timber, and petroleum in the south, Illinois has a diverse economic base, and is a major transportation hu...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Contact Center Traffic and Scheduling Analyst jobs
$59,095 to $76,979