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)
Advanced Management Strategies Group (AMSG) needs a full-time Contact Center Supervisor to join an existing team supporting the Department of Veterans Affairs, Veterans Experience Office’s Customer Experience (CX) team, and Contact Center. This is a Contingent Hire position.
Period of Performance: July/August 2024 – July/August 2029
Place of Performance: Hybrid - Shepherdstown, WV/Remote - Work will be performed remotely upon approval with the requirement to be within 50 miles of a VA facility and the Contact Center site.
Qualifications:
Required Experience:
Desired Experience: - a plus!
Background
The Department of Veterans Affairs (VA) Veterans Experience Office (VEO), Contact Center is charged with enhancing Customer Experience (CX) by providing an exceptional customer service experience and addressing the needs of Veterans, their family members, Service members, Veterans Service Organizations (VSOs), and the community of VA business partners and stakeholders.
VEO’s public-facing Contact Center provides a variety of services through the work of both government and contractor full-time equivalent (FTE) staff, supporting:
Scope
Support for an existing Contact Center which operates 24/7 and acts as the first point of contact for general questions about VA benefits and services, provides directory assistance, communicates with customers via a range of channels, assists with basic online resource navigation, triages issues for appropriate resolution, escalates issues that are not resolved at tiered levels to the appropriate resource, provide service recovery, documents into a customer relationship management (CRM) tool, and troubleshoots basic access issues.
Support provided by the Contact Center may include reviewing VA claims, managing Veteran death reports answering inquiries about VA programs and Community Care services. Additionally, tasks may also include answering inquiries regarding disability benefits, handling updates to beneficiary addresses, phone numbers, or emails on file with the VA, changing VA direct deposit information for benefits such as education or pensions, handling benefit letters, adding or removing spouses or other dependents, handling appeals and more.
Role Description
Supports Program Manager in day-to-day oversight of Contact Center Operations including supervising Customer Service Representatives (CSRs), handling escalated calls and issues, quality, and reporting. Identifying operational problems and trends and escalating as necessary to Contact Center Operations Leadership.
Responsibilities of the Contact Center Supervisor may include: