Contact Center Traffic and Scheduling Analyst jobs in Jackson, MS

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

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Contact Center Representative
  • Jackson Hewitt - 1689
  • Brandon, MS FULL_TIME
  • At Jackson Hewitt and its Franchisees, we provide an invaluable service in guiding our clients through the tax codes, rules, and processes. We do this with integrity, quality, and consistency. This is something that the vast majority of taxpayers don’t receive from DIY or other assisted providers. We take pride in that. The role you play is critical to our success and together we are “Working Hard for the Hardest Working Americans”. This is our mission and it’s a large part of why we work here. Together we are highly passionate about what we do, and how we can help our clients.
    Doing taxes is much more than filling in some forms. For most Americans, their tax return is the biggest single financial event of the year, and it can be quite an emotional experience. That’s where you come in! We are here to ease their stress and provide expert customer service and tax knowledge.
     
    What you’ll do here:
    The Seasonal Call Center Representative takes calls from customers answering questions or addressing any concerns they may have. Their duties include handling many inbound and outbound calls to and from customers, listening to customers' needs or issues, and providing helpful solutions to their problems.
    • Answer or make calls to clients to learn about and address their needs, complaints, or other issues with products or services.
    • Respond efficiently and accurately to client inquiries, explain possible solutions, and ensure that clients feel supported and valued. 
    • Present a professional, courteous, and confident demeanor via verbal and/or written communications.
    • Take ownership in assisting, researching, resolving, or escalating customer issues. 
    • Respond to customer queries in a timely and accurate way, via phone, email, or chat.
    • Diligently and accurately document customer records and cases. 
    • Engage in active listening with callers, confirm or clarify information and diffuse angry clients, as needed. 
    • Make sales or recommendations for products or services that may better suit client needs. 
    • Utilize software, databases, scripts, and tools appropriately. 
    • Use multiple tools, knowledgebase, and communication skills to effectively research and provide accurate information with the goal of recommending the customer’s next best action to take towards service completion. 
     
    Skills you’ll bring for success:
    • 1 - 3 years previous call center experience
    • High School Diploma/GED or equivalent related business experience preferred
    • Strong written and verbal communication skills
    • Great active listening skills
    • Exceptional interpersonal and rapport building skills
    • Patient and empathetic attitude
    • Strong time management and organizational skills
    • Comfortable working in a fast-paced environment
    • Computer literacy, ability to learn new technologies
    • Phone skills, including familiarity with complex or multi-line phone systems
    • Ability to learn in-depth knowledge of JH’s products and/or services
  • 2 Months Ago
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Contact Center Representative- 100% Remote
  • Tivly
  • jackson, MS FULL_TIME
  • DescriptionTivly is one of the fastest-growing, profitable insurtech companies, connecting businesses with insurance solutions. Combining a best-in-class call center with a proprietary content and cus...
  • Just Posted
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Manager-Call Center - BMG JS Central Scheduling
  • Baptist
  • Jackson, MS FULL_TIME
  • Summary Serves as a patient access expert to provide recommendations to improve workflows and enhance the scope and future trajectory of the Call Center and Referral Center. Responsible for managing t...
  • 2 Months Ago
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Scheduling Coordinator
  • SmartSmile Orthodontics
  • Madison, MS FULL_TIME
  • Job Summary:We are seeking a friendly, organized, and detail-oriented Scheduling Coordinator to join our team. The Scheduling Coordinator will be responsible for managing and coordinating appointments...
  • 12 Days Ago
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Customer Contact Representative I
  • Trustmark
  • Jackson, MS FULL_TIME
  • Overview The Customer Contact Representative I is responsible for professionally responding to inquiries regarding personal account information, related products, services provided in an inbound conta...
  • 2 Days Ago
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Testing & Scheduling Coordinator
  • ADAMS AND ASSOCIATES INC
  • Crystal, MS OTHER
  • Job Details Job Location: Mississippi - Crystal Springs, MS Position Type: Full Time Education Level: High School Salary Range: $17.30 - $17.30 Hourly Job Category: Education DescriptionResponsible to...
  • Just Posted
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0 Contact Center Traffic and Scheduling Analyst jobs found in Jackson, MS area

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Content Acquisition Analyst
  • Cengage Group
  • Jackson, MS
  • We believe in the power and joy of learning At Cengage Group, our employees have a direct impact in helping students aro...
  • 4/24/2024 12:00:00 AM
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CMMS Administrator
  • Cushman & Wakefield
  • Jackson, MS
  • Job TitleCMMS Administrator Job Description SummaryJob DescriptionC&W Services, a division of Cushman & Wakefield, is th...
  • 4/24/2024 12:00:00 AM
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Director of Engineering
  • Aisera Inc.
  • Jackson, MS
  • What we do: AI Service Experience PlatformHeard of ChatGPT? Its advanced LLMs with generative AI capabilities allow for ...
  • 4/23/2024 12:00:00 AM
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Telephony Network Analyst
  • Marriott
  • Jackson, MS
  • Job Number24046859Job CategoryInformation TechnologyLocationCEC Miami, 8400 NW 36 Street Suite 150, Miami, Florida, Unit...
  • 4/22/2024 12:00:00 AM
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Senior Benefit Plan Configuration Analyst - Preferably Remote in the California market
  • Prime Therapeutics
  • Jackson, MS
  • Prime Therapeutics Senior Benefit Plan Configuration Analyst - Preferably Remote in the California market Jackson , Miss...
  • 4/22/2024 12:00:00 AM
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HRTO Workday Adaptive Planning Analyst
  • General Motors
  • Jackson, MS
  • General Motors HRTO Workday Adaptive Planning Analyst Jackson , Mississippi Apply Now This role is based remotely, but i...
  • 4/22/2024 12:00:00 AM
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Business PMO Analyst
  • Zoom Corporation
  • Jackson, MS
  • Zoom is growing at an explosive pace by every measure - revenues, people, innovation, and customers. Led by Eric S. Yuan...
  • 4/22/2024 12:00:00 AM
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Legal Process Engineer - Any Office Location
  • Baker Donelson
  • Jackson, MS
  • Baker, Donelson, Bearman, Caldwell, & Berkowitz PC has an immediate opening for a Legal Process Engineer at any office l...
  • 4/20/2024 12:00:00 AM
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About Jackson, Mississippi

Jackson is located primarily in northeastern Hinds County, with small portions in Madison and Rankin counties. The Pearl River forms most of the eastern border of the city. A small portion of the city containing Tougaloo College lies in Madison County, bounded on the west by Interstate 220 and on the east by U.S. Route 51 and Interstate 55. An unconnected section of the city surrounds Jackson–Evers International Airport in Rankin County. In the 2010 census, only 622 of the city's residents lived in Madison County, and only 1 lived within the city limits in Rankin County. The city is bordered t...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Contact Center Traffic and Scheduling Analyst jobs
$51,293 to $66,814
Jackson, Mississippi area prices
were up 1.2% from a year ago
View detail