Contact Center Traffic and Scheduling Analyst, Sr. jobs in North Platte, NE
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
Business Analyst
- Contact Government Services, LLC
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Cheyenne, WY
FULL_TIME
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Business AnalystEmployment Type: Full-Time, ExperiencedDepartment: Information Technology
CGS is looking for business analysts to work with a large federal agency! As a Business Analyst in Business operations and Content Strategy for CGS, you will partner with internal business owners and external partners to understand new business opportunities and define functional requirements.
CGS brings motivated, highly skilled, and creative people together to solve the government’s most dynamic problems with cutting-edge technology. To carry out our mission, we are seeking candidates who are excited to contribute to government innovation, appreciate collaboration, and can anticipate the needs of others. Here at CGS, we offer an environment in which our employees feel supported, and we encourage professional growth through various learning opportunities.Skills and attributes for success:- Support the development of briefings, agendas, and other general documentation support as directed, including training material and demonstration sessions for new and existing technologies to various stakeholders.
- Document and analyze business and functional requirements so that they may be accurately translated into process maps and technical system requirements
- Develop comprehensive documentation that meets organizational standards, to include but not limited to basic system architectural diagrams/wireframes, concepts of operations, monthly status reports
- Create high-level briefings and communications materials for customers, management, and executive stakeholders
- Work with the government and team members to identify, recommend, and implement opportunities for service delivery improvement and new technology implementation
- Evaluate program materials and develop innovative approaches for improvement
- Independently gather information from subject matter experts to develop, organize, and write procedure manuals, technical specifications, and process documentation
- Develop and implement a deep understanding of Microsoft and Atlassian products and services (Teams, SharePoint, Visio, Jira, Confluence) to translate complex product information into simple, polished, and engaging content
- Research, outline, write, and edit new and existing content, working closely with various team members to understand project requirements
- Develop content in various media forms for maximum usability, with a consistent and cohesive voice across all documentation
- Perform risk management, including identifying, prioritizing, and mitigating risks, and communicating and escalating risks and issues
- Support a continuous improvement process by providing recommendations on improving products, services, and processes.
- Manage client interaction and expectations regarding team efforts
- Identify and coordinate cross-team dependencies and collaboration
- Continually seek opportunities to increase customer satisfaction, develop and deepen long-lasting client relationships
Qualifications:- Must be a U.S. Citizen
- Bachelor's Degree (Computer Science, or engineering)
- Must be able to successfully complete a stringent Background Investigation and obtain required Government Security clearance
- 7 years of experience in business analysis, systems analysis, and/or design of information systems programs and related business processes
- Experience working with phase-based and Agile delivery methods
- Experience with Jira or other Agile tools
- Ability to clearly communicate technical concepts to both technical and non-technical users.
- Must be able to work well both in a team environment and independently.
- Must possess exceptional attention to detail
- Excellent interpersonal and communication skills
- Familiarity with government projects and policy/procedures teams
- Demonstrates ability to interact comfortably with Senior Leadership and/or Government Executives and staff on a day-to-day basis
- Experience in managing client requirements and small teams
- Excellent analytical skills and business presentation skills
Ideally, you will also have:- Experience supporting DHS HQ or other US Federal Agencies
- Experience tracking and reporting project or program delivery progress and budget execution
- Experience developing project briefs and reports for non-technical audiences
- Knowledge of the federal acquisition lifecycle
- Familiarity with Business Intelligence and Data Analytics
- Project Management, Agile, and/or Cyber Certifications (PMP / ACP / CSM / SAFe / CISM)
Our Commitment:Contact Government Services (CGS) strives to simplify and enhance government bureaucracy through the optimization of human, technical, and financial resources. We combine cutting-edge technology with world-class personnel to deliver customized solutions that fit our client’s specific needs. We are committed to solving the most challenging and dynamic problems.
For the past seven years, we’ve been growing our government contracting portfolio, and along the way, we’ve created valuable partnerships by demonstrating a commitment to honesty, professionalism, and quality work.
Here at CGS we value honesty through hard work and self-awareness, professionalism in all we do, and to deliver the best quality to our consumers mending those relations for years to come.
We care about our employees. Therefore, we offer a comprehensive benefits package.- Health, Dental, and Vision
- Life Insurance
- 401k
- Flexible Spending Account (Health, Dependent Care, and Commuter)
- Paid Time Off and Observance of State/Federal Holidays
Contact Government Services, LLC is an Equal Opportunity Employer. Applicants will be considered without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
Join our team and become part of government innovation!Explore additional job opportunities with CGS on our Job Board:https://cgsfederal.com/join-our-team/For more information about CGS please visit: https://www.cgsfederal.com or contact:Email: info@cgsfederal.com - 24 Days Ago
Contact Center Agent
- Blue Federal Credit Union
-
Cheyenne, WY
FULL_TIME
- At Blue, we discover pathways to realize your possibilities. Our Contact Center Agent is responsible for leading and directing efforts to build and strengthen relationships with current members and pr...
- 20 Days Ago
Member Service Specialist - Contact Center
- WYHY Federal Credit
-
Cheyenne, WY
FULL_TIME
- A Member Service Specialist is the face of WyHy - helping members through a variety of channels, including drive-through, phone, text and chat to process their transactions. At WyHy we truly value the...
- Just Posted
Member Service Advisor - Contact Center
- WYHY Federal Credit
-
Cheyenne, WY
FULL_TIME
- A Member Service Advisor is a combination of a traditional Member Service Representative and a Loan Officer. WyHy is a Member-Owned Financial Cooperative dedicated to helping our members achieve finan...
- 3 Days Ago
Contact Center Associate - Authorizations Agent - 100% Remote
- Frontdoor
-
Cheyenne, WY
OTHER
- Overview Frontdoor is reimagining how homeowners maintain and repair their most valuable asset – their home. As the parent company of two leading brands, we bring over 50 years of experience in provid...
- 5 Days Ago
Flagger/Laborer
- Traffic Safety Services, Inc.
-
Cheyenne, WY
TEMPORARY
- **Applicants MUST apply online at www.tssnd.com to be considered for these positions** The job of a Traffic Control Flagger is the most important one on the work crew. Respectful interactions with TSS...
- 7 Days Ago
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0 Contact Center Traffic and Scheduling Analyst, Sr. jobs found in North Platte, NE area
Travel Physical Therapist - $1,713 per week
- Hiring Now!
-
North Platte, NE
- Supplemental Health Care is seeking a travel Physical Therapist for a travel job in North Platte, Nebraska. Job Descript...
- 4/19/2024 12:00:00 AM
Signal Maintainer (Safety)
- CSX
-
North Platte, NE
- Responsibilities Assist in the installation, repairing, testing and maintenance of various railroad signals and grade cr...
- 4/19/2024 12:00:00 AM
Warehouse Worker
- Grainger
-
North Platte, NE
- Responsibilities Primary Function: DCA PICKING - PACKING Full Time Performs tasks associated with the receipt, storage, ...
- 4/19/2024 12:00:00 AM
$17 Hour Laborer
- Cargill
-
North Platte, NE
- Responsibilities Train and operate applicable equipment associated with the laborer process: including skid steer tracto...
- 4/19/2024 12:00:00 AM
FT Customer Support Advocate - Work From Home>
- Brightwheel
-
North Platte, NE
- [Customer Service / Remote] - Anywhere in U.S. / $21.64 per hour / Medical, dental, and vision / PTO - As a Customer Sup...
- 4/18/2024 12:00:00 AM
PT Customer Service Representative - Work From Home>
- Time4Learning
-
North Platte, NE
- [Customer Support / Fully Remote] - Anywhere in U.S. / Competitive pay / Ability to work east coast hours - As a Custome...
- 4/16/2024 12:00:00 AM
Service Advisor - Truck Care
- Loves Travel Stops & Country Store
-
North Platte, NE
- Req ID: 432577 Address: 3211 S. Newberry North Platte, NE, 69101 Welcome to Love’s! OBJECTIVE: Service Advisors drive sa...
- 4/15/2024 12:00:00 AM
Bilingual Customer Service Specialist (English & Spanish)
- Sherwin-Williams
-
North Platte, NE
- Customer Service Specialists work closely with wholesale and retail customers to determine their needs, answer their que...
- 2/22/2024 12:00:00 AM
About North Platte, Nebraska
North Platte is a city in and the county seat of Lincoln County, Nebraska, United States. It is located in the southwestern part of the state, along Interstate 80, at the confluence of the North and South Platte Rivers forming the Platte River. The population was 24,733 at the 2010 census.
North Platte is a railroad town; Union Pacific Railroad's large Bailey Yard is located within the city. Today, North Platte is served only by freight trains, but during World War II the city was famous for the North Platte Canteen. Tens of thousands[citation needed] of volunteers from North Platte and surrou...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Contact Center Traffic and Scheduling Analyst, Sr. jobs
$61,632 to $83,567
North Platte, Nebraska area prices
were up 2.3% from a year ago
were up 2.3% from a year ago