Contact Center Traffic and Scheduling Analyst, Sr. jobs in Taunton, MA

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 Supervisor
  • EO of Labor & Work Dvlpmnt
  • Brockton, MA FULL_TIME
  • The Department of Unemployment Assistance (DUA) administers the Unemployment Insurance (UI) program which provides temporary income assistance to Massachusetts workers who are unemployed through no fault of their own and who are able to work, available for work and looking for a job.

    The Contact Center Supervisor is the first line expert in the areas of State and Federal Unemployment (UI) laws, rules, regulations, policies, and procedures for the filing of claims for unemployment insurance benefits. The Contact Center Supervisor provides technical assistance and training to staff on all aspects of the claims taking process thereby ensuring that staff have an adequate and current understanding of laws, regulations, policies, and procedures. The Contact Center Supervisor evaluates work product through the review of automated data, the monitoring of phone calls for quality control, and the review of written determinations and calculations of wages and benefits.

    The Contact Center Supervisor coordinates and monitors assigned program activities; reviews and analyzes data concerning agency progress; provides technical assistance and advice to agency personnel and others; responds to inquiries; maintains liaisons with various agencies; oversees a team of front-line staff and performs related work as required.

    The Contact Center Supervisor directly supervises staff responsible for interviewing customers requesting UI services to obtain, record and input data required to determine eligibility for programs and services; determine eligibility for benefits in disputed claims after gathering necessary information, and issue timely notices of such determinations. The Supervisor will conduct performance evaluations on staff and work with individual staff on increasing content, knowledge, and skill.

    Preferred Qualifications:

    • Knowledge of MGL Chapter 151A
    • In depth knowledge of the UI Contact Center environment and the process for taking, filing and adjudicating customer unemployment claims
    • Ability to effectively manage and supervise a team
    • Ability to motivate and lead staff in the accomplishment of agency priorities and goals

    SALARY PLACEMENT IS DETERMINED BY YEARS OF EXPERIENCE AND EDUCATION DIRECTLY RELATED TO THE POSITION AND THE HUMAN RESOURCES DIVISION’S RECRUITING GUIDELINES. IN THE CASE OF A PROMOTIONAL OPPORTUNITY, THE SALARY PROVISIONS OF THE APPLICABLE COLLECTIVE BARGAINING AGREEMENT WILL BE UTILIZED FOR PLACEMENT WITHIN THE SALARY RANGE.


    Qualifications
    First consideration will be given to those applicants that apply within the first 14 days.

    MINIMUM ENTRANCE REQUIREMENTS: Applicants must have at least (A) four years of full-time, or equivalent part-time, professional, administrative or managerial experience in business administration, business management or public administration the major duties of which involved program management, program administration, program coordination, program planning and/or program analysis, and (B) of which at least one year must have been in a supervisory capacity, or (C) any equivalent combination of the required experience and the substitutions below.

    Substitutions:
    I. A Bachelor's degree with a major in business administration, business management or public administration may be substituted for a maximum of two years of the required (A) experience.*

    II. A Graduate degree with a major in business administration, business management or public administration may be substituted for a maximum of three years of the required (A) experience.*

    III. A Bachelor's or higher degree with a major other than in business administration, business management or public administration may be substituted for a maximum of one year of the required (A) experience.*

    • Education toward such a degree will be prorated on the basis of the proportion of the requirements actually completed.

    NOTE: No substitutions will be permitted for the required (B) experience.

    Comprehensive Benefits

    When you embark on a career with the Commonwealth, you are offered an outstanding suite of employee benefits that add to the overall value of your compensation package. We take pride in providing a work experience that supports you, your loved ones, and your future.

    Want the specifics? Explore our Employee Benefits and Rewards!


    An Equal Opportunity / Affirmative Action Employer. Females, minorities, veterans, and persons with disabilities are strongly encouraged to apply.

    The Commonwealth is an Equal Opportunity Employer and does not discriminate on the basis of race, religion, color, sex, gender identity or expression, sexual orientation, age, disability, national origin, veteran status, or any other basis covered by appropriate law. Research suggests that qualified women, Black, Indigenous, and Persons of Color (BIPOC) may self-select out of opportunities if they don't meet 100% of the job requirements. We encourage individuals who believe they have the skills necessary to thrive to apply for this role.

    Official Title: Program Coordinator III
    Primary Location: United States-Massachusetts-Brockton - 226 Main Street
    Job: Administrative Services
    Agency: Department of Workforce Development
    Schedule: Full-time
    Shift: Day
    Job Posting: Jan 4, 2024, 12:10:27 PM
    Number of Openings: 1
    Salary: 73,566.74 - 107,580.72 Yearly
    If you have Diversity, Affirmative Action or Equal Employment Opportunity questions or need a Reasonable Accommodation, please contact Diversity Officer / ADA Coordinator: Dennis Johnson - 6176265111
    Bargaining Unit: 06-NAGE - Professional Admin.
    Confidential: No
    Potentially Eligible for a Hybrid Work Schedule: No
  • 23 Days Ago

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Contact Center Rep
  • SCU Credit Union
  • Sharon, MA FULL_TIME
  • DescriptionSCU Credit Union has a mission to positively impact the financial well-being of our members by providing access to a wide range of products and services; to support the diverse communities ...
  • 1 Month Ago

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Contact Center Representative
  • SCU Credit Union
  • Sharon, MA FULL_TIME
  • DescriptionSCU Credit Union has a mission to positively impact the financial well-being of our members by providing access to a wide range of products and services; to support the diverse communities ...
  • 1 Month Ago

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Long Term Care Scheduling Coordinator
  • Charlwell House Health & Rehabilitation Center
  • Norwood, MA FULL_TIME
  • Charlwell Nursing and Rehabilitation is looking to hire a Scheduling Coordinator to join our team. Staffing Duties: Creating Work Rotations & Schedules using Maple Platform Tracking Open Positions for...
  • Just Posted

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SR QA Analyst
  • W.B. Mason Company, Inc
  • Brockton, MA FULL_TIME
  • Overview W.B. Mason Company, Inc. is seeking a Sr. QA Analyst to join our growing team. You will work to uncover, track, and resolve system defects as part of the company’s eCommerce software developm...
  • 14 Days Ago

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Sr. Financial Analyst
  • Robert Half
  • Wrentham, MA PER_DIEM
  • If you are interested in this role, email robin.cohen@roberthalf,comRobert Half is working with a manufacturing company in Wrentham that is hiring a Senior Financial Analyst due to growth. This person...
  • 16 Days Ago

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0 Contact Center Traffic and Scheduling Analyst, Sr. jobs found in Taunton, MA area

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Travel Nurse RN - Psychiatric - $2,223 per week
  • Adventist Health
  • Dartmouth, MA
  • Supplemental Health Care is seeking a travel nurse RN Psychiatric for a travel nursing job in Dartmouth, Massachusetts. ...
  • 3/29/2024 12:00:00 AM

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Travel Nurse RN - Labor and Delivery - $2,829 per week
  • Adventist Health
  • Providence, RI
  • Supplemental Health Care is seeking a travel nurse RN Labor and Delivery for a travel nursing job in Providence, Rhode I...
  • 3/29/2024 12:00:00 AM

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Travel Nurse RN - ED - Emergency Department - $2,829 per week
  • Adventist Health
  • Providence, RI
  • Supplemental Health Care is seeking a travel nurse RN ED - Emergency Department for a travel nursing job in Providence, ...
  • 3/29/2024 12:00:00 AM

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Incident Handler
  • PepsiCo
  • Sharon, MA
  • Overview: PepsiCo ANZ is home to some of the world's most trusted iconic brands employing more than 1500 people across A...
  • 3/27/2024 12:00:00 AM

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Customer Service Associate, Topo (Remote)
  • Designer Brands
  • Framingham, MA
  • Brand: Camuto Group Req #: 144201 Location Name: Topo Athletic Department: Topo General Summary: This position is part o...
  • 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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Senior Software Engineer, Android
  • Capital One
  • Taunton, MA
  • 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

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Travel Nurse RN - ED - Emergency Department - $2,241 per week
  • Adventist Health
  • Fall River, MA
  • Supplemental Health Care is seeking a travel nurse RN ED - Emergency Department for a travel nursing job in Fall River, ...
  • 3/25/2024 12:00:00 AM

According to the United States Census Bureau, the city has a total area of 48.4 square miles (125.4 km2), of which 46.4 square miles (120.1 km2) is land and 1.7 square miles (4.4 km2), or 3.53%, is water. It is the third-largest city by area in Massachusetts, after Boston and Barnstable. Taunton has one major river, the Taunton River, along with its tributaries including the Mill River and the Three Mile River. The highest point in the city is near its southwest corner, with an elevation of 207 feet (63 m) above sea level. Prospect Hill, rising over Lake Sabbatia north of the downtown, has an...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Contact Center Traffic and Scheduling Analyst, Sr. jobs
$73,437 to $99,574
Taunton, Massachusetts area prices
were up 1.6% from a year ago