Contact Center Traffic and Scheduling Analyst, Sr. jobs in Coachella, CA

Contact Center Traffic and Scheduling Analyst, Sr. 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, Sr. 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, Sr. 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, Sr. work is generally independent and collaborative in nature. Contributes to moderately complex aspects of a project. To be a Contact Center Traffic and Scheduling Analyst, Sr. typically requires 4-7 years of related experience. (Copyright 2024 Salary.com)

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Sr. Business Analyst
  • Esri
  • Redlands, CA FULL_TIME
  • Overview

    Use your technical knowledge of training management systems, iterative process improvement, and customer relationship management to oversee end-to-end training customer workflows. You will proactively propose process improvements and solutions to classroom delivery challenges while monitoring customer interactions with training systems and web sites to ensure a successful and positive customer training experience.

    Responsibilities

    • Monitor end-to-end training customer workflows for iterative process improvement opportunities to enhance efficiency and improve controls
    • Work with training delivery and sales managers to understand and monitor instructor-led training workflows and business directives, uncovering system pain points and ensuring the accurate flow of order, order fulfillment, pricing, and invoicing data through training systems
    • Support training sales goals by identifying customer pain points, stakeholder concerns, and opportunities for Esri to customize the customer's training experience
    • Analyze system report data and monitor trends to propose new business processes, policies, and operational plans in support of customer experience objectives
    • Identify, research, and solve a wide range of business processes and customer experience issues through effective communication and creative problem solving
    • Ensure product launch readiness for instructor-led training products by updating training management system data and workflows
    • Monitor system reporting and downtime. Build collaborative relationships with third-party software vendors to resolve system bugs and downtimes
    • Maintain comprehensive training management system and customer workflow documentation; document issues and solutions in customer relationship management (CRM) system
    • Ensure accurate pricing and billing data flow through the system for revenue verification
    • Work well in a high-energy, fast-paced, enthusiastic, positive, and collaborative environment

    Requirements

    • 5 years of combined experience in both systems administration and a customer-facing environment
    • Ability to learn new concepts quickly, retain large amounts of information, and adapt to a changing work environment
    • Excellent customer service, analytical/problem-solving, and written and verbal communication skills
    • Ability to learn new technologies and software applications
    • Bachelor's degree in business administration, information technology, or related field

    Recommended Qualifications

    • Knowledge of Esri's product line and/or training curriculum
    • Experience in education/training, software development, or technical environment
    • Sales experience

    #LI-SS2

    Total Rewards

    Esri's competitive total rewards strategy includes industry-leading health and welfare benefits: medical, dental, vision, basic and supplemental life insurance for employees (and their families), 401(k) and profit-sharing programs, minimum accrual of 80 hours of vacation leave, twelve paid holidays throughout the calendar year, and opportunities for personal and professional growth. Base salary is one component of our total rewards strategy. Compensation decisions and the base range for this role take into account many factors including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs.

    A reasonable estimate of the base salary range is
    $72,800$135,200 USD

    The Company

    At Esri, diversity is more than just a word on a map. When employees of different experiences, perspectives, backgrounds, and cultures come together, we are more innovative and ultimately a better place to work. We believe in having a diverse workforce that is unified under our mission of creating positive global change. We understand that diversity, equity, and inclusion is not a destination but an ongoing process. We are committed to the continuation of learning, growing, and changing our workplace so every employee can contribute to their life's best work. Our commitment to these principles extends to the global communities we serve by creating positive change with GIS technology. For more information on Esri's Racial Equity and Social Justice initiatives, please visit our website .

    If you don't meet all of the preferred qualifications for this position, we encourage you to still apply!

    Esri is an equal opportunity employer (EOE) and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law. If you need reasonable accommodation for any part of the employment process, please email and let us know the nature of your request and your contact information. Please note that only those inquiries concerning a request for reasonable accommodation will be responded to from this e-mail address.

    Esri takes our responsibility to protect your privacy seriously. We are committed to respecting your privacy by providing transparency in how we acquire and use your information, giving you control of your information and preferences, and holding ourselves to the highest national and international standards, including CCPA and GDPR compliance.


    Esri is an equal opportunity employer (EOE) and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

     

  • 15 Days Ago

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Sr. Business Analyst - Enterprise Data Management and Governance
  • ESRI, Inc.
  • Redlands, CA OTHER
  • Overview This process-focused role will actively engage with business and technical colleagues to understand needs, define requirements, model processes, and ensure the quality of documentation meets ...
  • 19 Days Ago

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Sr. Third Party Security Risk Analyst
  • Esri
  • Redlands, CA FULL_TIME
  • Overview Use your customer service abilities, process management skills, knowledge of cyber and organizational security, along with an aptitude for legal implications of security terms to support the ...
  • 1 Month Ago

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Board Certified Behavior Analyst
  • United Therapy Center
  • Victorville, CA OTHER
  • 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...
  • 16 Days Ago

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Scheduling Coordinator
  • InnovAge
  • San Bernardino, CA FULL_TIME
  • Responsibilities The Scheduling Coordinator assists in participant care responsibilities by performing receptionist duties, escorting participants to exam rooms and scheduling and coordinating various...
  • 21 Days Ago

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Scheduling Clerk
  • Providence
  • Apple Valley, CA OTHER
  • DescriptionPerforms scheduling for all modalities within the Imaging Services Department. - Processes and coordinates requests for Radiology Services between patients, physician offices, IPAs and staf...
  • 11 Days Ago

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0 Contact Center Traffic and Scheduling Analyst, Sr. jobs found in Coachella, CA area

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BCBA Clinical Manager
  • Behavioral Health Works, Inc.
  • Riverside, CA
  • Description Join an incredible team of professionals who love what they do, support each other, and are defining quality...
  • 3/28/2024 12:00:00 AM

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Travel Physical Therapist - $2,162 per week
  • PRN Healthcare
  • Rancho Mirage, CA
  • Supplemental Health Care is seeking a travel Physical Therapist for a travel job in Rancho Mirage, California. Job Descr...
  • 3/28/2024 12:00:00 AM

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Pharmacy Service Associate PT
  • Rite Aid
  • Coachella, CA
  • Pharmacy Service Associate Contribute to our mission to improve Health and Wellness in your community. Become a Rite Aid...
  • 3/28/2024 12:00:00 AM

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FT Customer Support Specialist - Work From Home>
  • Quartzy
  • Coachella, CA
  • [Customer Service / Remote] - Anywhere in U.S. / Up to $50K per year / Medical, Dental and Vision / PTO / Internet Stipe...
  • 3/28/2024 12:00:00 AM

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FT Inbound Phone Support Agent - Work From Home>
  • Signpost
  • Coachella, CA
  • [Call Center / Fully Remote] - Anywhere in U.S. / $17+ per hour / Health, dental, and vision / 401k / PTO / Equipment pr...
  • 3/28/2024 12:00:00 AM

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Travel Radiology Technologist - $1,753 per week
  • TRS Healthcare
  • Rancho Mirage, CA
  • Supplemental Health Care is seeking a travel Radiology Technologist for a travel job in Rancho Mirage, California. Job D...
  • 3/27/2024 12:00:00 AM

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PT Customer Support - Work From Home>
  • Yiftee
  • Coachella, CA
  • [Customer Service / Fully Remote] - Anywhere in U.S. / Competitive pay - As a Customer Support Rep you'll: Support ticke...
  • 3/27/2024 12:00:00 AM

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Analyst
  • Meruelo Group
  • Riverside, CA
  • This Analyst will be working in the Tract Project Management (TPM) group which is part of New Development Planning and P...
  • 3/24/2024 12:00:00 AM

Coachella (/koʊˈtʃɛlə/, /koʊ.əˈtʃɛlə/) is a city in Riverside County, California; it is the easternmost city in the region collectively known as the Coachella Valley (or the Palm Springs area). It is located 28 miles (45 km) east of Palm Springs, 80 miles (130 km) east of Riverside, and 130 miles (210 km) east of Los Angeles. Known as the "City of Eternal Sunshine", Coachella is largely a rural and agricultural community in the desert and one of the state's fastest growing cities in the late 20th century. When it first incorporated back in 1946, it had 1,000 residents, but the population was 4...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Contact Center Traffic and Scheduling Analyst, Sr. jobs
$71,456 to $96,888
Coachella, California area prices
were up 3.0% from a year ago