Contact Center Traffic and Scheduling Analyst, Sr. jobs in Santa Rosa, 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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NLS Contact Center Agent - Bilingual
  • UPPER LAKE PROCESSING SERVICES INC
  • Upper Lake, CA OTHER
  • Job Details

    Job Location:    California Campus - Upper Lake, CA
    Position Type:    Full Time
    Salary Range:    Undisclosed
    Job Category:    Customer Service

    Description

    Upper Lake Processing Services (ULPS) is a call center operation wholly owned and operated by the Habematolel Pomo of Upper Lake, a federally recognized Native American tribe located in Northern California. Our talented team provides call center support services to the Tribe’s flagship online lending brand, Uprova, and any future brands. Uprova is an industry leading lender that provides safe online personal loans that help people meet unexpected emergencies and cash-flow needs quickly and easily. Our talented team serves a critical role as the voice of the customer by providing world-class customer service to Uprova’s new and returning customers.

    The ULPS team operates out of the company’s call center locations in Upper Lake, CA and Lenexa, KS. Employees receive training, competitive pay and benefits, monthly performance bonuses and 401(k) with a 4% match! The call center team is ambitious, forward-thinking, passionate and moves fast! Are you ready to grow with us?

    In addition to these great benefits, Spanish speaking individuals hired into this Bilingual NLS Contact Center Agent position, will qualify for a $1,000 sign-on after completing 60 days of employment.

    Purpose of the Position: Provides solutions and superb service to client requests and needs via live phone calls, emails and/or chats.

    Key Responsibilities:

    • Efficiently responds and communicates with clients to understand and service their needs via inbound calls, emails, and chat.
    • Effectively analyzes customer data to make appropriate recommendations and problem resolutions.
    • Resolve product or service concerns by clarifying the customer's problem; determining the cause; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
    • Demonstrates excellent customer service by facilitating positive long-term relationships and a high potential for repeat business.
    • Builds rapport with clients and effectively diffuses conflict and opposition.
    • Successful achievement of minimum monthly individual and team goals set by the department i.e., quality and productivity.
    • Contributes to team effort by accomplishing related results as needed.
    • Committed to meeting quality standards in processing customer adjustments.

    Required Education:

    • High school diploma, GED or a minimum equivalent of 6 months of work experience working with a customer before, during and after a purchase.
    • Call center experience preferred.
    • Fluent Spanish speaking and listening skills required (with an hourly pay premium included).
    • Ability to successfully complete pre-employment Skill Assessment to evaluate the following areas:
      • Attention to detail.
      • Call center aptitude.
      • Customer service skills.
      • Fluent Spanish speaking and listening.
    • Successful candidates must be able to pass background and drug screens. Employer observes federal standards for controlled substances.

    Skills & Abilities:

    • Excellent oral and written communication skills particularly with telephone communications.
    • Excellent listening ability.
    • Intermediate math skills calculating interest rates and percentages as well as balancing spreadsheets for accounting purposes.
    • Intermediate knowledge of MS Office and general computer navigation.
    • Strong negotiation skills with the ability to close a sale.
    • Ability to multi-task and prioritize.
    • Ability to follow protocol, policies, and procedures.
    • Acts with integrity, maintains confidentiality, interacts with others professionally and respectfully, promotes harmony in the workplace.

    Physical Requirements:

    • Prolonged periods of sitting at a desk and working on a computer.
    • Verbal communication sufficient to exchange accurate ideas and information.

    Indian Preference

    Native American Indian preference shall apply to the position in accordance with Title VII of the Civil Rights Act of 1964 (42 U.S.C. 2000e-2(i)), regulations of the Office of Federal Contract Compliance Programs (41 C.F.R. 60-1.5(a)(7)), and/or other relevant laws. Applicants claiming Indian preference must submit verification of Indian eligibility with their application.

    Qualifications


  • 1 Month Ago

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Dental Treatment Coordinator / Scheduling Coordinator
  • Valley Dental Surgery & Implant Center
  • Santa Rosa, CA FULL_TIME,PART_TIME
  • Join Our Team at Valley Dental: Front Desk/Admin Position Available! Dear Prospective Team Member, Are you looking to be part of a dental team that values quality over quantity? At Valley Dental, our ...
  • 20 Days Ago

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Traffic Controller | Santa Rosa
  • Traffic Management Inc.
  • Santa Rosa, CA FULL_TIME
  • Overview WHO IS TRAFFIC MANAGEMENT INC?Protecting lives. Controlling traffic. Looking good in orange.Join our Team today! No Traffic Control experience necessary! We provide paid training and certific...
  • 20 Days Ago

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Dental Front Office
  • SR Dental
  • Santa Rosa, CA PART_TIME,FULL_TIME,INTERN
  • General Dental Practice is looking for a caring front desk office manager.Duties: front desk is mainly in the front with pt handling, insurance verification, check in and check out, appointment making...
  • 4 Days Ago

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Sr. Financial Analyst- Full Time - Ukiah Valley
  • Adventist Health
  • Ukiah, CA FULL_TIME
  • Adventist Health is ranked #10 in Becker's list of the largest nonprofit hospital systems in the U.S. We are the largest company headquartered and sixth largest employer in Roseville, California. Our ...
  • 2 Months Ago

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Safety Operations Supervisor | Santa Rosa
  • Traffic Management Inc.
  • Santa Rosa, CA FULL_TIME
  • Overview Job Summary As a Safety Operations Supervisor (SOS) at Traffic Management Inc., you are responsible for the safety, operational excellence, and well-being of the most important asset at our c...
  • Just Posted

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

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Recruitment, Alumni, and Community Relations Specialist (Administrative Analyst/Specialist Exempt I), Temporary
  • California State University
  • Sonoma, CA
  • Recruitment, Alumni, and Community Relations Specialist (Administrative Analyst/Specialist Exempt I), Temporary Job no: ...
  • 3/28/2024 12:00:00 AM

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Travel CT Technologist - $2,541 per week
  • TRS Healthcare
  • Santa Rosa, CA
  • Supplemental Health Care is seeking a travel CT Technologist for a travel job in Santa Rosa, California. Job Description...
  • 3/27/2024 12:00:00 AM

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Travel CT Technologist - $2,337 per week
  • TRS Healthcare
  • Santa Rosa, CA
  • Supplemental Health Care is seeking a travel CT Technologist for a travel job in Santa Rosa, California. Job Description...
  • 3/27/2024 12:00:00 AM

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Occupational Therapist I - Children's Therapy Program - Part-Time
  • County of Sonoma, CA
  • Santa Rosa, CA
  • Salary: $41.78 - $50.78 Hourly Location : Santa Rosa, CA Job Type: Part-Time Job Number: 23/05-2306-PT Department: Depar...
  • 3/26/2024 12:00:00 AM

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Children's Residential Care Counselor I - Extra-Help
  • County of Sonoma, CA
  • Santa Rosa, CA
  • Salary: $30.88 - $37.53 Hourly Location : Santa Rosa, CA Job Type: Extra Help Job Number: 23/11-3020-EHC Department: Hum...
  • 3/26/2024 12:00:00 AM

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Travel Nurse RN - Home Health - $2,056 per week
  • Adventist Health
  • Santa Rosa, CA
  • Supplemental Health Care is seeking a travel nurse RN Home Health for a travel nursing job in Santa Rosa, California. Jo...
  • 3/25/2024 12:00:00 AM

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Senior Coder *Remote*
  • Providence Health & Services
  • Napa, CA
  • Job Description Senior Coder - 100% Remote. We welcome residents in our footprint states, AK, CA, OR, WA, TX, or MT Appl...
  • 3/25/2024 12:00:00 AM

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Travel Nurse RN - Home Health - $2,007 per week
  • Adventist Health
  • Santa Rosa, CA
  • Supplemental Health Care is seeking a travel nurse RN Home Health for a travel nursing job in Santa Rosa, California. Jo...
  • 3/24/2024 12:00:00 AM

According to the United States Census Bureau, the city has a total area of 41.50 sq mi (107.5 km2), of which 41.29 sq mi (106.9 km2) is land and 0.205 sq mi (0.5 km2) (0.49%) is water. The city is part of the North Bay region, which includes such cities as Petaluma, Rohnert Park, Windsor, and smaller cities as Sonoma, Healdsburg, Sebastopol. It lies along the US Route 101 corridor, approximately 55 miles (89 km) north of San Francisco, via the Golden Gate Bridge. Santa Rosa lies on the Santa Rosa Plain. The city's eastern extremities stretch into the Valley of the Moon, and the Sonoma Creek wa...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Contact Center Traffic and Scheduling Analyst, Sr. jobs
$74,393 to $100,870
Santa Rosa, California area prices
were up 2.5% from a year ago