Contact Center Traffic and Scheduling Analyst, Sr. jobs in Mishawaka, IN

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)

D
Contact center manager
  • Demo - Maximus
  • South Bend, IN FULL_TIME
  • CCRegionalManager

    Job Summary

    The selected candidate will be a key resource in the successful implementation and execution of a large government contract.

    This person will work closely with Operations, Support Services, Reporting & Analytics, and IT to ensure the KPIs and SLAs are met and exceeded and will be involved in continuous improvement efforts.

    This management position is responsible for overseeing a diverse operation including activities related to Contact Center Operations, Document Processing Operations, and Premium Processing.

    The Regional Call Center Manager provides direct supervision to the call center, document processing and premium processing staff, including complaints and appeals.

    The person in this role will also be responsible for the operations of a small mailroom.

    Education and Experience Requirements

    Essential Duties and Responsibilities :

    • Oversee the daily operations of a contact center team to ensure performance metrics are met.
    • Maintain updated knowledge of the Contact Center performance requirements as well as corporate and project policies and procedures.
    • Provide assistance and updates to staff regarding these policies and procedures.
    • Evaluate the need for training to ensure that staff maintains current knowledge of multiple programs.
    • Address inadequate quality issues with Supervisory team in relation to reviews and corrections of calls monitored.
    • Monitor performance goals and objectives for the contact center staff and complete daily and weekly reports.
    • Provide the Sr. Manager and Director with updates on all issues regarding quality, training, policy, procedures, staff issues and departmental performance levels.
    • Monitor contact center compliance with ISO standards.
    • Implement necessary corrective actions to ensure consistent application of all laws, regulations, policies, and procedures pertinent to the Contact Center.
    • Monitor and evaluate performance, writes performance appraisals and provides corrective actions as needed.
    • Responsible for identifying and resolving issues, problems, and concerns with employees.
    • Recommend changes to policies and establish procedures and assist in the implementation of process improvements when necessary.
    • Provide direction to staff when complaints are escalated to management level.
    • Perform other duties as may be assigned.

    Minimum Requirements :

    • In some instances this manager may be responsible for a functional area and not have any subordinate employees.
    • Work on issues of diverse scope where analysis of situation or data requires evaluation of a variety of factors, including an understanding of current business trends.
    • Follow processes and operational policies in selecting methods and techniques for obtaining solutions.
    • Act as advisor to subordinate(s) to meet schedules and / or resolve problems.
    • Develop and administer schedules, performance requirements; may have budget responsibilities.
    • Frequent interaction with subordinate employees, customers, and / or functional peer group managers, normally involving matters between functional areas, other company divisions or units, or customers and the company.
    • Often must lead a cooperative effort among members of a project team.
    • Receive assignments in the form of objectives and determine how to use resources to meet schedules and goals.
    • Provide guidance to subordinates within the latitude of established company policies.
    • Recommend changes to policies and establish procedures that affect immediate organization(s).

    MAXIMUS Introduction

    Since 1975, Maximus has operated under its founding mission of Helping Government Serve the People, enabling citizens around the globe to successfully engage with their governments at all levels and across a variety of health and human services programs.

    Maximus delivers innovative business process management and technology solutions that contribute to improved outcomes for citizens and higher levels of productivity, accuracy, accountability and efficiency of government-sponsored programs.

    With more than 30,000 employees worldwide, Maximus is a proud partner to government agencies in the United States, Australia, Canada, Saudi Arabia, Singapore and the United Kingdom.

    For more information, visit https : / / www.maximus.com.

    As a large employer and Federal contractor, Maximus is subject to various vaccine mandates across our lines of business. Maximus is committed to complying with any applicable vaccine mandates.

    The specific vaccine requirements for this position will be outlined throughout the selection process. Individuals who believe they may qualify for a medical or religious accommodation will have the opportunity to apply for an accommodation following an offer of employment.

    EEO Statement : Active military service members, their spouses, and veteran candidates often embody the core competencies Maximus deems essential, and bring a resiliency and dependability that greatly enhances our workforce.

    We recognize your unique skills and experiences, and want to provide you with a career path that allows you to continue making a difference for our country.

    We’re proud of our connections to organizations dedicated to serving veterans and their families. If you are transitioning from military to civilian life, have prior service, are a retired veteran or a member of the National Guard or Reserves, or a spouse of an active military service member, we have challenging and rewarding career opportunities available for you.

    A committed and diverse workforce is our most important resource. Maximus is an Affirmative Action / Equal Opportunity Employer.

    Maximus provides equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status or disabled status.

    Last updated : 2024-03-23

  • 2 Days Ago

F
Contact Center Floor Supervisor
  • Four Winds Casinos
  • New Buffalo, MI FULL_TIME
  • SUMMARY: Responsible for assisting in the operation of the casino’s Contact Center on an assisgned shift in accordance with established policies, procedures, budgets and specifications. Oversees the o...
  • 2 Days Ago

F
Contact center supervisor
  • Four Winds Casinos
  • New Buffalo, MI FULL_TIME
  • SUMMARY : Responsible for assisting in the operation of the casino’s Contact Center on an assisgned shift in accordance with established policies, procedures, budgets and specifications. Oversees the ...
  • 2 Days Ago

G
Director of Contact Center Operations
  • GT Independence
  • Mishawaka, IN FULL_TIME
  • Work for a company where you make a difference in people's lives every day!At GT, we know that our people are at the heart of our success. If you love your work, enjoy collaboration, and want to learn...
  • 3 Days Ago

F
Contact Center Representative
  • Four Winds Casinos
  • New Buffalo, MI FULL_TIME
  • SUMMARY: Responsible for making reservations and handling guest inquiries across multiple channels in the casino’s Contact Center, in accordance with established policies and procedures. ESSENTIAL DUT...
  • 1 Month Ago

C
Contact Center Manager-Indiana Residents Only
  • CareEnroll
  • La Porte, IN FULL_TIME
  • Position Summary The Contact Center Manager is responsible for the effective and efficient leadership of the Customer Service Representatives and Client Services of CareEnroll. The Contact Center Mana...
  • 2 Days Ago

Filters

Clear All

Filter Jobs By Location
  • Filter Jobs by companies
  • More

0 Contact Center Traffic and Scheduling Analyst, Sr. jobs found in Mishawaka, IN area

A
Travel Nurse RN - Cardiology - $2,022 per week
  • Adventist Health
  • Mishawaka, IN
  • Supplemental Health Care is seeking a travel nurse RN Cardiology for a travel nursing job in Mishawaka, Indiana. Job Des...
  • 3/28/2024 12:00:00 AM

S
Travel Nurse RN - Cardiology - $2,022 per week
  • Supplemental Health Care
  • Mishawaka, IN
  • Supplemental Health Care is seeking a travel nurse RN Cardiology for a travel nursing job in Mishawaka, Indiana. Job Des...
  • 3/27/2024 12:00:00 AM

J
Physician / Maternal Fetal Medicine / Indiana / Locum Tenens / Full-Time Locums Job Maternal Fetal Medicine in Mishawaka, Indiana Job
  • Jackson + Coker
  • Mishawaka, IN
  • Full-Time Locums Job Maternal Fetal Medicine in Mishawaka, Indiana Dates of Coverage: Start in early May Monday through ...
  • 3/26/2024 12:00:00 AM

T
Epic Systems Analyst- IT
  • The South Bend Clinic
  • South Bend, IN
  • Overview: ESSENTIAL DUTIES AND RESPONSIBILITIES: IT support of Epic modules and other related applications Resolve train...
  • 3/26/2024 12:00:00 AM

C
Senior Software Engineer, Android
  • Capital One
  • South Bend, IN
  • Center 1 (19052), United States of America, McLean, Virginia Senior Software Engineer, Android Do you love building and ...
  • 3/25/2024 12:00:00 AM

C
Sr. Software Engineer (Android)
  • Capital One
  • South Bend, IN
  • Center 1 (19052), United States of America, McLean, Virginia Sr. Software Engineer (Android) Are you excited by travel? ...
  • 3/25/2024 12:00:00 AM

L
Clinical Administrator - Office Manager
  • Lighthouse Autism Center
  • South Bend, IN
  • Job Type Full-time Description Are you looking for a fun, rewarding career dedicated to helping children reach their ful...
  • 3/24/2024 12:00:00 AM

L
SCHOOL BASED BOARD CERTIFIED BEHAVIOR ANALYST - LEVEL 1
  • LOGAN Community Resources, Inc.
  • South Bend, IN
  • WHO IS LOGAN? LOGAN Community Resources is our full name but who are we? LOGAN is a non-profit organization with communi...
  • 3/24/2024 12:00:00 AM

Mishawaka /ˌmɪʃəˈwɑːkə/ is a city on the St. Joseph River, in Penn Township, St. Joseph County, in the U.S. state of Indiana. The population was 48,252 as of the 2010 census. Its nickname is "the Princess City." Mishawaka is a principal city of the South Bend–Mishawaka, IN-MI, Metropolitan Statistical Area. According to the 2010 census, Mishawaka has a total area of 17.348 square miles (44.93 km2), of which 17 square miles (44.03 km2) (or 97.99%) is land and 0.348 square miles (0.90 km2) (or 2.01%) is water....
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Contact Center Traffic and Scheduling Analyst, Sr. jobs
$63,468 to $86,057
Mishawaka, Indiana area prices
were up 1.3% from a year ago