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)
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:
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.
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