Contact Center Traffic and Scheduling Analyst, Sr. jobs in Kentucky
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)
Recently Added Contact Center Traffic and Scheduling Analyst, Sr. jobs
Scheduling Analyst I/ II/ Sr
- Boardwalk Pipelines, LP Human Resources
-
Owensboro, KY
FULL_TIME
- *To access Dayforce at its best, log in from the latest version of Chrome, Safari, Firefox, or Edge.* Boardwalk is a limited partnership operating in the midstream portion of the natural gas and natural gas liquids industry, providing transportation and storage services for our customers. Our 14,000 miles of pipeline and storage assets provide diverse market connectivity to producers and end-users who need reliable sources of natural gas for power generation, home heating or petrochemical feedstocks. We have the experience, knowledge, and flexibility to design service offerings and create system enhancements tailored to our customers’ needs throughout the 13 states in which we operate. As an organization focused on sustainability, we are committed to protecting the environment while delivering this energy source. This commitment is made to our customers, employees, and the communities in which we operate. We incorporate environmental stewardship, safety, and compliance into our day-to-day operations and seek to strengthen and support the communities we serve. Additional information about the company can be found online at www.bwpipelines.com. We are currently looking for a Scheduling Analyst I/ II/ Sr for our Owensboro, KY office. POSITION DESCRIPTION: Customer Service – Analyze customer activity against contractual and pipeline operational limitations; communicate any information critical to customer decisions; schedule the pipeline within contractual and operational parameters, provide gas management system training and support and answer customer and operator questions. Scheduling analyst will be assigned customers that are easier to manage initially; they will progress to more difficult and larger customers as they develop knowledge and experience Customer Intel – Retrieve and compile customer data as needed for marketing. Monitor contracts, service offerings, etc. on competitor pipelines to support efforts to capture additional market share. Scheduling analyst will work with marketing to determine the terms of the data extraction such types of customers, contract types, terms, rates, and usage and will convert data into presentable material for review of the commercial team to aid in contracting and development decisions Projects – Under guidance from leadership team participate and/or lead efforts for defining requirements, testing, and implementation of new services, changes to current business practices, or systems including support for day-to-day activities for other team members participating in development of new Gas Management System Pipeline Scheduling and Customer Service - Support and oversee customer activities associated with nominations, confirmations, scheduling and path balancing Back Up Responsibilities – Participate in a primary/secondary back up rotation to cover for the evening and weekend analysts on an as needed basis Confirmations/PDA Maintenance – Perform Confirmations at assigned locations and ensure that all non-Oba locations have a valid PDA or correctly follow the default tariff allocation Imbalance and Contract Balance Management – Monitor and proactively manage shipper, location and OBA imbalances in cooperation with Gas Control, and contact appropriate shippers and operators to minimize imbalances and monitor all NNS, PAL and storage balances for compliance with contract Scheduled Quantity Reconciliation – Review and remedy any scheduling discrepancies between interconnecting parties Contract and Invoice Review - Review assigned customers’ contracts to fully understand the intent and operating parameters of the service and ensure that customer and Boardwalk are following the terms of the contract, approve cash out invoices of OBA and TBO imbalances Daily Tasks - Delivery Point Loan processing, suspense administration, prior day processing, answering invoicing questions, approving in-field transfers, processing prior period adjustments and reviewing allocations for accuracy and managing capacity release transactions including awarding releases that meet tariff requirements Work in teams to develop and participate in plans to identify and implement improvements to the Internet Website so that it meets internal and external customer needs and test system defects/enhancements as assigned Comply with federal regulations, industry standards, tariff provisions, company policy, BWP FERC Regulatory Compliance Plan and Sarbanes Oxley Compliance Plan Negotiate with customers, external or internal, to develop solutions or recommend services to resolve nomination, scheduling and imbalance issues Execute organizational strategies, goals and initiatives Utilize available resources to achieve objectives efficiently Establish and maintain effective relationships with customers to address customer priorities and gain first-hand knowledge of customers’ business needs to maximize customer satisfaction and loyalty and to help develop and introduce service enhancements Prepare ad hoc analyses for internal and external customers to assist with issue identification and resolution related to nomination and scheduling functions (location and shipper imbalances, Pooling, PAL and Storage) REQUIRED SKILLS, KNOWLEDGE, AND EXPERIENCE: Ability to analyze issues and opportunities and make sound decisions Communicate clearly (verbal and written) with external business contacts and internal parties including personnel in Commercial Services, System Design, Gas Control, Allocation Services, Gas Revenue Accounting, Legal, IT, Measurement, Contracts and Financial Accounting Negotiate with parties to resolve discrepancies Organize data and tasks Teach and explain concepts Work in a team environment to complete projects Utilize electronic systems including gas management systems, internet, and Microsoft Office products. PREFERRED SKILLS, KNOWLEDGE, AND EXPERIENCE: Proficient in Boardwalk’ policies and procedures and knowledge of the applicable Boardwalk Tariffs, services and pipeline system, industry standards, federal regulations and Sarbanes Oxley compliance. REQUIRED EDUCATION: Bachelor’s Degree PREFERRED EDUCATION: Business related degree ADDITIONAL INFORMATION: Boardwalk Pipelines, LP maintains a drug-free workplace and will require pre-employment drug & substance abuse testing before hire. Boardwalk Pipelines, LP is an equal opportunity / affirmative action employer. All applicants will be considered for employment regardless of race, color, religion, age, sex, gender identity, national origin, veteran, or disability status.
- 1 Month Ago
Contact center
- Service One Credit Union
-
Bowling Green, KY
FULL_TIME
- Position Summary This position is responsible for consistently providing exceptional service to our members in person, by telephone and / or through online communication. Provides members with timely,...
- 1 Month Ago
Contact Center Supervisor
- Atria Support Center
-
Louisville, KY
FULL_TIME
- Overview: We create communities where employees thrive in their work, helping our residents thrive in their homes. We strive to enhance the lives and exceed the expectations of those we serve every da...
- 26 Days Ago
Sr. Security Operations Center Analyst
- Long View Systems
-
Edmonton, KY
FULL_TIME
- Long View. A career that helps you get more out of life. A Long View career helps you get more out of life. We don’t just say it, we prove it. Every day. We’re proud of our reputation as one of North ...
- Just Posted
Intern - Contact Center
- Republic Bank & Trust Co
-
Louisville, KY
INTERN
- “Republic Bank believes in the development and advancement of our associates. We offer the opportunity to learn all aspects of the company to prepare for future advancement. Come join our team for a c...
- Just Posted
Contact Center Agent
- Pearl Interactive Network, Inc.
-
Winchester, KY
FULL_TIME
- Pearl Interactive Network is seeking Contact Center Agents in Winchester, KY - Onsite.The 2023 Recruiting Season Offers ONLY 5 TRAINING CLASSES. Scheduled Start Dates are Aug. 14, Aug. 28, Sept. 25, O...
- 8 Days Ago
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-
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- Frontline Managed Services
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-
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- Roth Staffing
-
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- Elevate Your Career While Making a Difference – Join the #1 Staffing Firm to Work for in the U.S.! Ultimate Staffing Ser...
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Call Center Data Analyst
- Chicago Lighthouse
-
Chicago, IL
- Job Details Job Location: Chicago, IL Position Type: Full Time Education Level: High School/GED Salary Range: Undisclose...
- 4/23/2024 12:00:00 AM
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- Staff Management | SMX
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- Dish Network
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- **Finance Director, Retail Wireless** CAROUSEL_PARAGRAPH * Englewood, Colorado; Overland Park, Kansas; Roseland, New Jer...
- 4/21/2024 12:00:00 AM
About Kentucky
Kentucky (/kənˈtʌki/ (listen) kən-TUK-ee), officially the Commonwealth of Kentucky, is a state located in the east south-central region of the United States. Although styled as the "State of Kentucky" in the law creating it, (because in Kentucky's first constitution, the name state was used) Kentucky is one of four U.S. states constituted as a commonwealth (the others being Virginia, Pennsylvania, and Massachusetts). Originally a part of Virginia, in 1792 Kentucky became the 15th state to join the Union. Kentucky is the 37th most extensive and the 26th most populous of the 50 United States.
Ke...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Contact Center Traffic and Scheduling Analyst, Sr. jobs
$63,592 to $86,224