Contact Center Traffic and Scheduling Analyst, Sr. jobs in Providence, RI

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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Contact center analyst
  • Kforce
  • East Providence, RI FULL_TIME
  • Kforce has a client that is seeking a Contact Center Analyst in East Providence, RI.Summary : The primary function of the Contact Center Analyst will be to triage incidents, escalate system issues, manage, and follow through to resolution of all technical incidents raised by our business partners.

    The team is dedicated to support of multiple contact centers with a focus on telephony related systems as well as core desktop applications utilized by various contact centers.

    In addition to triage and escalation of incidents, the team will prepare and present reports for senior management with impact assessment.

    The role includes building of relationships with business partners, agents, and external service providers for service and support of our technology systems.

    • 2 years of experience in this type of role
    • Familiarity with contact center systems (phones, IVRs, call recording, etc.)
    • Familiarity with incident triage, escalation, and management
    • Strong collaboration skills and communication skills

    Nice-to-Have Skills / Background :

    • Large company / enterprise level financial institution
    • Bilingual in Spanish

    The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role.

    We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs.

    This range may be modified in the future.

    We offer comprehensive benefits including medical / dental / vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees.

    Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.

    Note : Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law.

    This job is not eligible for bonuses, incentives or commissions.

    Kforce is an Equal Opportunity / Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

    Last updated : 2024-03-02

  • 23 Days Ago

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Contact Center Sr Chat Specialist
  • Citizens Bank
  • Johnston, RI FULL_TIME
  • Contact Center Sr Chat Specialist Customer Service and Call Center Johnston, Rhode Island; Pittsburgh, Pennsylvania 1 hour ago
  • Just Posted

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Contact center
  • Veterans Sourcing Group
  • Johnston, RI FULL_TIME
  • Job Title : Call Center Representative Pay Rate : $20.00 Per Hour Location : Johnston RI, 02919 - HYBRID schedule following training Duration : 6 months - temp to hire - hire is based on performance S...
  • 1 Month Ago

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Contact center
  • C&L Group
  • Johnston, RI FULL_TIME
  • Job Title : Call Center Representative Pay Rate : $20.00 Per Hour Location : Johnston RI, 02919 - HYBRID schedule following training Duration : 6 months - temp to hire - hire is based on performance S...
  • 1 Month Ago

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Contact center
  • Axelon Services Corporation
  • Johnston, RI FULL_TIME
  • Job Title : Contact Center - Education Finance (Hybrid) Location : Johnston, RI Hours : 10 AM - 7 : 30 PM Pay : 20 / hr Job Description : This department handles incoming calls in regards to Education...
  • 1 Month Ago

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Contact center
  • Careerbuilder-US
  • Johnston, RI FULL_TIME
  • Description : This department handles incoming calls in regards to Education finance loans, this contract will be throughout the peak processing time period for this dept. The contractor will be respo...
  • 1 Month Ago

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0 Contact Center Traffic and Scheduling Analyst, Sr. jobs found in Providence, RI area

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Travel Nurse RN - Maternal - Newborn - $2,693 per week
  • Adventist Health
  • Providence, RI
  • Supplemental Health Care is seeking a travel nurse RN Maternal - Newborn for a travel nursing job in Providence, Rhode I...
  • 3/28/2024 12:00:00 AM

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Research Data Analyst
  • Brown University
  • Providence, RI
  • Job Description: The Population Studies and Training Center (PSTC) at Brown University builds scientific understanding o...
  • 3/28/2024 12:00:00 AM

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Senior Software Engineer, Android
  • Capital One
  • Providence, RI
  • Center 1 (19052), United States of America, McLean, Virginia Senior Software Engineer, Android Do you love building and ...
  • 3/26/2024 12:00:00 AM

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Workforce Management Analyst
  • PPL Corporation
  • Providence, RI
  • Company Summary Statement : Rhode Island Energy provides essential energy services to over 770,000 customers across Rhod...
  • 3/26/2024 12:00:00 AM

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Travel Nurse RN - Home Health - $2,073 per week
  • Adventist Health
  • East Providence, RI
  • Supplemental Health Care is seeking a travel nurse RN Home Health for a travel nursing job in East Providence, Rhode Isl...
  • 3/26/2024 12:00:00 AM

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Travel CT Technologist - $3,413 per week
  • Stability Healthcare
  • Providence, RI
  • LanceSoft is seeking a travel CT Technologist for a travel job in Providence, Rhode Island. Job Description & Requiremen...
  • 3/25/2024 12:00:00 AM

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Local Contract Nurse RN - Behavioral Health - $53-56 per hour
  • TRS Healthcare
  • North Providence, RI
  • LanceSoft is seeking a local contract nurse RN Behavioral Health for a local contract nursing job in North Providence, R...
  • 3/25/2024 12:00:00 AM

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Director Communications Rhode Island Energy
  • PPL Corporation
  • Providence, RI
  • Company Summary Statement Rhode Island Energy provides essential energy services to over 770,000 customers across Rhode ...
  • 3/24/2024 12:00:00 AM

The Providence city limits enclose a small geographical region with a total area of 20.5 square miles (53 km2); 18.5 square miles (48 km2) of it is land and the remaining 2.1 square miles (5.4 km2) is water (roughly 10%). Providence is located at the head of Narragansett Bay, with the Providence River running into the bay through the center of the city, formed by the confluence of the Moshassuck and Woonasquatucket Rivers. The Waterplace Park amphitheater and riverwalks line the river's banks through downtown. Providence is one of many cities claimed to be founded on seven hills like Rome. The...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Contact Center Traffic and Scheduling Analyst, Sr. jobs
$70,878 to $96,105
Providence, Rhode Island area prices
were up 1.6% from a year ago