Contact Center Traffic and Scheduling Analyst jobs in Santa Ana, CA

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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Quality Analyst for Contact Center (Voice)
  • WNS Global Services
  • Santa Ana, CA OTHER
  • Descripción del empleo

    Key Accountabilities:

     

    • Development of measures for the continuous maintenance or optimization of the service quality (partly in cooperation with other departments and Roche)
      • Performs phone quality reviews; monitors inbound and/or outbound calls to analyze and evaluate customer service skills against established phone quality metrics, including but not limited, to call process measurements, accuracy of information provided, tone of employee, effective call management.
      • Development of standards for the quality monitoring of the processing of customer concerns as well as support of the respective team manager and Roche in the performance tracking in accordance with the local regulations.
      • Preparation of the findings from the call listening and preparation and implementation of qualified feedback for the agent (coaching) as well as communicating the findings to the respective superiors in accordance with local regulations.

     

    • Active contact person for interfaces with regard to service quality, as well as participation in projects and initiatives
      • Proactive follow-up to ensure that all relevant information (e.g. product launches, quality & safety board notifications) is delivered in good time by the responsible persons, as well as active communication to the entire organization.
      • Coordination with the department heads, team managers, Roche and service business partners on service quality and product launch topics for the purpose of derivation for the department and advice on implementation.
      • Ensuring that all defined corrective measures are carried out.

    Requisitos

    Key skills and experience:

    • Experience in quality assurance, auditor or in training area, preferably in a contact center
    • Language skills:
      • A fluent command of English and Spanish
    • Excellent listening and communication skills
    • Excellent IT navigation skills – Fast learner in new technologies
    • Multi-tasking, agile skills and flexible to adapt to changes
  • 13 Days Ago

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Contact Center Associates
  • WNS Global Services
  • Santa Ana, CA OTHER
  • Descripción del empleoTo provide support through these channels: inbound calls, chat bots, email.To provide responses to customers based on the procedures, technical manuals, specifically for their li...
  • 9 Days Ago

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Research Analyst, OC Center of Excellence
  • Rancho Santiago Community College District
  • Santa Ana, CA FULL_TIME
  • Research Analyst, OC Center of Excellence Rancho Santiago Community College District Salary Range: Grade 17: $81,681.20 - $104,351.56/year Job Type: Job Number: CL23-00713 Location: Santa Ana, CA Divi...
  • Just Posted

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Board Certified Behavior Analyst Needed
  • United Therapy Center
  • Santa Ana, CA FULL_TIME
  • Here at United Therapy Center, we believe that each human being is unique. We take into consideration the child's cultural background, traditions, language spoken at home, and personal likes and disli...
  • Just Posted

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Scheduling Coordinator
  • Mortgage Connect
  • Santa Ana, CA FULL_TIME
  • Overview As the Scheduling Coordinator, you are responsible for completing all scheduling, reschedule and cancellation requests for all closing orders. In this position, you will work directly with si...
  • 20 Days Ago

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Scheduling Coordinator
  • MCICS
  • Santa Ana, CA FULL_TIME
  • Overview As the Scheduling Coordinator, you are responsible for completing all scheduling, reschedule and cancellation requests for all closing orders. In this position, you will work directly with si...
  • 15 Days Ago

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0 Contact Center Traffic and Scheduling Analyst jobs found in Santa Ana, CA area

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Customer Service Analyst II, CIS
  • The Judge Group
  • Diamond Bar, CA
  • At Niagara, we re looking for Team Members who want to be part of achieving our mission to provide our customers the hig...
  • 3/27/2024 12:00:00 AM

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Group Reservations Coordinator
  • Marriott Laguna Cliffs Resort
  • Dana Point, CA
  • Job Summary: The Group Reservations Coordinator works closely with Sales & Marketing Accounting Conference Services and ...
  • 3/27/2024 12:00:00 AM

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Customer Service Analyst
  • Sparibis
  • Pomona, CA
  • Title:Customer Service AnalystLocation:Pomona, CA**Location:** Must be onsite in Pomona, CA (Remote during COVID) **Year...
  • 3/27/2024 12:00:00 AM

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Customer Service Analyst
  • Yogananda
  • Glendale, CA
  • **Position Summary** Answer Membership Services calls and emails from members and contacts throughout the world. Review ...
  • 3/27/2024 12:00:00 AM

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Mortgage Loan Originator - Aggressive Comp (Independent Contractor)
  • The Mortgage Mentors Llc
  • Santa Ana, CA
  • Job Description Job Description FULL COMMISSION - NO DRAW - With WARM/COLD LEADS PROVIDED AGGRESSIVE COMPENSATION FOR IN...
  • 3/26/2024 12:00:00 AM

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Sr. IT Business Analyst (Baan V/LN)
  • Solugenix
  • Santa Ana, CA
  • Job Description Job Description Sr. IT Business Analyst (Baan V/LN) Remote Direct Hire Job ID 2024-9536 Solugenix is ass...
  • 3/25/2024 12:00:00 AM

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Customer Support Specialist
  • Reveleer
  • Glendale, CA
  • Customer Support Specialist Position Onsite - Glendale, CA Reveleer is a healthcare data and analytics company that uses...
  • 3/24/2024 12:00:00 AM

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Sr. IT Business Analyst (Baan V/LN)
  • Solugenix
  • Santa Ana, CA
  • Sr. IT Business Analyst (Baan V/LN) Remote Direct Hire Job ID 2024-9536 Solugenix is assisting a client, in their search...
  • 3/24/2024 12:00:00 AM

Santa Ana /ˌsæntə ˈænə/ (Spanish for "Saint Anne") is the county seat and second most populous city in Orange County, California in the Los Angeles metropolitan area. The United States Census Bureau estimated its 2011 population at 329,427, making Santa Ana the 57th most-populous city in the United States. Santa Ana is in Southern California, adjacent to the Santa Ana River, about 10 miles (16 km) from the coast. Founded in 1869, the city is part of the Greater Los Angeles Area, the second largest metropolitan area in the United States, with almost 18 million residents in 2010. Santa Ana is a ...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Contact Center Traffic and Scheduling Analyst jobs
$64,184 to $83,609
Santa Ana, California area prices
were up 2.5% from a year ago