Contact Center Traffic and Scheduling Analyst jobs in Minnesota

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 Analyst
  • Walden University
  • Minneapolis, MN FULL_TIME
  • Company Description


    Walden 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 academic goals and make positive, lasting social change in their professions and communities. Walden is a B Corporation with a mission to provide a diverse community of career professionals who have the opportunity to transform themselves as scholar-practitioners to positively affect social change. Walden offers more than 100 online degree and certificate programs, for students pursuing a bachelor’s, master’s, doctoral or certificate. Walden University has graduated more than 174,000 students and is accredited by the Higher Learning Commission.

    Visit WaldenU.edu for more information, and follow on Twitter, Instagram, Facebook, Instagram and LinkedIn.

    Adtalem believes in a culture of collaboration, creativity, and innovation, which thrives when we can work flexibly. Depending on your location, this role may be hybrid or remote.

    • HYBRID – If you reside within 50 miles of Adtalem offices in Chicago, IL, Columbia, MD, Minneapolis, MN, and Miramar, FL this role is hybrid, requiring office presence three days a week (Tue, Wed, Thu), with the rest of the workweek spent working from home.
    • REMOTE – If you live over 50 miles from Adtalem offices in Chicago, IL, Columbia, MD, Minneapolis, MN, and Miramar, FL, this role is remote. However, occasional office visits may be required based on business needs, with advance communication for such requests.

    Job Description


    Opportunity at a Glance

    The Contact Center Analyst is responsible for system and business process support of multiple systems utilized by functional business groups across multiple higher education institutions supported by the department. The Analyst is expected to be a Subject Matter Expert (SME) of processes and technology for at least two of the following system areas: CRM, Workforce Management, telephony/call center systems, reporting and analytics, and/or other relevant systems. A successful candidate for this position should have experience supporting business processes and information systems for business groups in higher education, strong communication skills with technical and business colleagues and leaders, knowledge of project management principles and the capacity to learn advanced systems, technology and technical environments in order to apply them to optimize systems processes and improve business efficiencies.

    Responsibilities

    • As this position supports a wide range of business, systems and process functions, the successful candidate will lead and manage responsibilities as a system and process Subject Matter Expert (SME) and consultant in at least two of the following areas: Customer Relationship Management, Workforce Management, telephony systems and reporting and analytics.
    • Providing regularly scheduled and ad hoc reports from assigned business systems and learning how to develop reports and dashboards using advanced reporting tools such as Cognos BI, MS Power BI and other business intelligence analytical tools.
    • Performing administrative functions, executing, maintaining and delivering process requests, overseeing deliverables and Service Level Agreements (SLAs) for each of the systems assigned to you. This could include setting up system profiles, Q/A testing, tracking/forecasting call volumes and colleague activities, establishing omni-channel system campaigns and other tasks as needed
    • Serving as Subject Matter Expert and consultant with good working knowledge of multiple business and system processes in the following areas: CRM, SIS, Student Finance/AR, Workforce Management, Telephony and Omni-channel systems
    • Working and communicating with business leaders at all levels to identify needs, determining and recommending system and analytic solutions, documenting data requirements and developing reports and/or system processes to support and optimize business performance
    • Serving as liaison with technical teams in IT to communicate business needs, determining level of effort and prioritizing against other initiatives and driving process and system improvements for various system enhancements
    • Documenting and tracking activities associated to different academic partners
    • Completes other duties as assigned.
    • Performs other duties as assigned.
    • Complies with all policies and standards.

    Qualifications
    • Bachelor's Degree
    • Master's Degree Preferred
    • 3 years of customer service experience preferred working in at least one or more of the following higher education areas: Admissions, Registrar Services, Student Finance or Academic Advising.
    • 3 years of experience preferred working with CRM, Telephony, Workforce Management, SIS systems processes and/or call center technologies or similar applications.
    • Experience with project and/or change management.
    • Some experience with coding and basic programming languages such as SQL for advanced analytical tools such as Cognos or Crystal reports.
    • Strong MS Office skills required, especially with MS Excel.
    • Capacity to learn technical systems and environments, interested in developing their technical skills.
    • Detailed-oriented with the ability to work independently, problem solve and drive to solutions.
    • Ability to work independently, problem solve and drive to solutions.
    • Good written and oral communication problem solving skills.

    Additional Information


    In support of the pay transparency laws enacted across the country, the expected salary range for this position is between $19.91 and $36.09. Actual pay will be adjusted based on job-related factors permitted by law, such as experience and training; geographic location; licensure and certifications; market factors; departmental budgets; and responsibility. Our Talent Acquisition Team will be happy to answer any questions you may have, and we look forward to learning more about your salary requirements. The position qualifies for the below benefits.


    Adtalem offers a robust suite of benefits including:


    • Health, dental, vision, life and disability insurance
    • 401k Retirement Program 6% employer match
    • 15 Days of Paid Vacation Days each Calendar Year
    • 12 Paid Holidays 2 floating holidays

      For more information related to our benefits please visit: https://careers.adtalem.com/benefits.


    Equal Opportunity – Minority / Female / Disability / V / Gender Identity / Sexual Orientation

  • 21 Days Ago

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Business Analyst- Contact Center
  • Adtalem Global Education
  • Minneapolis, MN 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
  • Minneapolis, MN 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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Scheduling Analyst
  • BetaNXT Inc
  • Bengaluru, MN FULL_TIME
  • Scheduling AnalystLooking for 2-8 years of experience in Scheduling Tools in Mainframe. This requires overall mainframe knowledge and scheduling.Role/ Responsibility:Basic knowledge of JCL and COBOLEx...
  • 5 Days Ago

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AWS Contact Center Consultant
  • Dexian
  • MN, MN FULL_TIME
  • AWS Connect- CRM- Contact Center Remote C2H role User Experience and Technical Design essential. Work closely with high level external partners and maintain professional working relationships. Ability...
  • 20 Days Ago

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Client Contact Center Representative
  • Federated Mutual Insurance Company
  • Owatonna, MN OTHER
  • Who is Federated Insurance? At Federated Insurance, we do life-changing work, focused on our clients’ success. For our employees, we provide tremendous opportunities for growth. Over 95% of them belie...
  • 22 Days 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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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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VP Sales - VMS Solutions - Contingent Staffing
  • SimplifyVMS
  • Jersey City, NJ
  • Company Description SimplifyVMS is a leading provider of total management solutions for extended/flexible workforce incl...
  • 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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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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Business Development Support Analyst
  • BroadRiver Asset Management, L.P.
  • New York, NY
  • Position Business Development Support Analyst Firm BroadRiver Asset Management is a growing SEC-registered investment ma...
  • 3/28/2024 12:00:00 AM

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Senior Sales Analyst
  • Gorton's
  • Gloucester, MA
  • Be part of something BIG here at Gorton’s. With the iconic yellow slicker and a catchy jingle, Gorton’s is now reaching ...
  • 3/28/2024 12:00:00 AM

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Inside Sales Executive
  • CustomGPT.ai
  • Needham, MA
  • Our AI startup has taken off like a SpaceX rocket - growing from zero to one of the Top 10 emerging leaders in Generativ...
  • 3/28/2024 12:00:00 AM

Minnesota (/ˌmɪnɪˈsoʊtə/ (listen)) is a state in the Upper Midwest and northern regions of the United States. Minnesota was admitted as the 32nd U.S. state on May 11, 1858, created from the eastern half of the Minnesota Territory. The state has a large number of lakes, and is known by the slogan the "Land of 10,000 Lakes". Its official motto is L'Étoile du Nord (French: Star of the North). Minnesota is the 12th largest in area and the 22nd most populous of the U.S. states; nearly 60% of its residents live in the Minneapolis–Saint Paul metropolitan area (known as the "Twin Cities"). This area i...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Contact Center Traffic and Scheduling Analyst jobs
$58,939 to $76,777