Contact Center Traffic and Scheduling Analyst, Sr. jobs in Torrance, 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)

Recently Added Contact Center Traffic and Scheduling Analyst, Sr. jobs

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Contact Center Team Lead
  • Honda
  • Torrance, CA FULL_TIME
  • Job Purpose
    The Contact Center Team Lead is responsible for overseeing the operation of Honda’s HR Contact Center as well as customer contact managed through self-service methods. The supervisor leads a team of HR operations Contact Center agents who engage with associates over the phone, and electronically to provide and collect relevant HR information. They partner with other HR professionals within the HR Operations group to ensure the seamless and consistent delivery of HR services to the Honda community. The supervisor is a member of the HR Operations team and interfaces with other leaders to ensure the effective and consistent operationalization of HR services.

    Key Accountabilities
    • Group Leader: Support Unit Lead by overseeing the HR contact center, including defining work standards and evaluating staff. Create clear goals and provide timely support and guidance for members as needed to ensure their goals are met. Monitor attendance and conduct performance appraisals.
    • Set and continuously evaluate HR contact center service levels. Develop ongoing means to quantify, assess, and improve contact center operations and services; Including analytics and PDCA activities to improve
    • Develop and manage the team budget and delivery needs. Oversee the development and implementation of metrics, reporting, SOPs, process flow and needs assessment plans including methodologies to measure and evaluate the quality output.
    • Partner with various departments to define consistent handoff points between contact center and other areas.
    • Serves as an escalation point; interacts with employees at various levels and departments within the organization for problem resolution.
    • Special Project support - Works across multiple HR disciplines/companies as needed.

    Qualifications, Experience, Skills
    • Bachelor’s degree in Human Resources, Business Administration, or other related fields
    • Minimum 2 years of supervisory experience in a Customer Service atmosphere required
    • Minimum 2 years of professional HR experience preferred
    • Knowledge and awareness of key HR standards and policies
    • Demonstrated effectiveness working with contact center technology including but not limited to contact center tracking system and Human Resources Information Systems (HRIS)
    • Strong analytical, problem-solving, and decision-making skills
    • Significant customer service experience and ability to manage customer expectations
    • Demonstrated effectiveness when dealing with dissatisfied customers
    • Strong team development skills; excellent at clarifying common goals among diverse staff members, gaining consensus on an overall approach, and building a collaborative environment
    • Ability to manage, influence, partner, negotiate, effectively communicate through verbal and written methods as well as deliver presentations
    • Ability to effectively provide HR counsel to team members and managers
    • Adaptive and flexible to new ideas and change
    • Ability to handle confidential and sensitive information
    • Proficient with Microsoft Outlook, MS Office Suite, with advanced knowledge of Excel Software

    Workstyle
    • Remote

    Benefits and Total Rewards
    What differentiates Honda and makes us an employer of choice?
    Total rewards:
    • Competitive base salary
      • Pay will be based on several variables that includes but not limited to geographic location, work experience, education, etc.
    • Annual Bonus
    • Overtime
    • Industry-leading Benefit Plans (Medical, Dental, Vision)
    • Paid time off, including vacation, paid holidays, sick time, and personal days
    • 401K Plan with company match additional contribution
    • Relocation Eligible
    • Lifestyle Bonus


    Career Growth:
    • Advancement opportunities
    • Career mobility
    • Education reimbursement for continued learning
    • Training and Development programs
    Additional Offerings:
    • Wellbeing program
    • Community service and engagement programs
    • Product programs
    • Free drinks onsite
    Honda is an equal opportunity employer and considers qualified applicants for employment without regard to race, color, creed, religion, national origin, sex, sexual orientation, gender identity and expression, age, disability, veteran status, or any other protected factor.
  • 11 Days Ago
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OR Scheduling Secretary - Centralized Scheduling - FT Variable
  • UC Irvine Medical Center
  • Lakewood, CA FULL_TIME
  • Updated: Apr 12, 2024 Location: Lakewood Job Type: Department: Centralized Scheduling-LAK I. Job Summary: Performs scrub and supply duties under the supervision of staff nurse. Maintains an environmen...
  • 7 Days Ago
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Civil Engineering Analyst - Traffic Operations
  • Kimley-Horn
  • Long Beach, CA FULL_TIME
  • Overview Kimley-Horn is looking for Engineering graduates to join our Long Beach, California, (CA) office! This is not a remote position. Responsibilities Utilize technical software programs on a regu...
  • 1 Month Ago
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Traffic Controller | Long Beach
  • Traffic Management Inc.
  • Signal Hill, 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 certifi...
  • 20 Days Ago
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Patient Access Rep I- Centralized Scheduling
  • Torrance Memorial Medical Center
  • Torrance, CA FULL_TIME
  • Under direct supervision, this position performs tasks to ensure financial stability by entering patient data accurately, timely, and efficiently in order to create a claim to bill for medical service...
  • 17 Days Ago
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Sr. Financial Analyst
  • Clear Channel Outdoor
  • Torrance, CA FULL_TIME
  • Job Responsibilities Designs, implements and provides products, programs, projects, processes and policies in support of the Financial Planning and Analysis function. Provides financial services and c...
  • 6 Days Ago
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0 Contact Center Traffic and Scheduling Analyst, Sr. jobs found in Torrance, CA area

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Customer Care Representative 1 (contract)
  • Qonten
  • Cerritos, CA
  • **Customer Care Representative 1 (contract)** - | Wed, 08 Dec 2021 23:45:28 GMT Under immediate supervision, receives an...
  • 4/24/2024 12:00:00 AM
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INFORMATION TECHNOLOGY ANALYST (IT NETWORK SUPPORT)
  • City of Torrance, CA
  • Torrance, CA
  • Salary : $79,310.40 - $106,329.60 Annually Location : Torrance, CA Job Type: Permanent Full-time Job Number: 24011525NS ...
  • 4/24/2024 12:00:00 AM
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PRINCIPAL HUMAN RESOURCES ANALYST
  • City of Torrance, CA
  • Torrance, CA
  • Salary: $9,575.00 - $13,214.00 Monthly Location : Torrance, CA Job Type: Permanent Full-time Job Number: 24031319 Depart...
  • 4/24/2024 12:00:00 AM
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Network Engineer, Principal
  • Divergent Enterprises
  • Torrance, CA
  • Divergent is a technology company that has architected, invented, built, and commercialized an end-to-end factory system...
  • 4/23/2024 12:00:00 AM
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INFORMATION TECHNOLOGY ANALYST (APPLICATIONS AND PROGRAMMING)
  • City of Torrance, CA
  • Torrance, CA
  • Salary : $6,609.20 - $8,860.80 Monthly Location : Torrance, CA Job Type: Permanent Full-time Job Number: 24031525AP Depa...
  • 4/22/2024 12:00:00 AM
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Information Technology Project Manager
  • iSpace, Inc.
  • Torrance, CA
  • Senior Project Manager IT Location: Torrance, CA( 2 days onsite- 3 days’ work from home) 2 Years Contract Daily Tasks: M...
  • 4/22/2024 12:00:00 AM
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Customer Service Analyst
  • Yogananda
  • Glendale, CA
  • **Position Summary** Answer Membership Services calls and emails from members and contacts throughout the world. Review ...
  • 4/21/2024 12:00:00 AM
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Information Technology Project Manager
  • Ispace Inc.
  • Torrance, CA
  • Senior Project Manager IT Location: Torrance, CA( 2 days onsite- 3 days work from home) 2 Years Contract Daily Tasks: Ma...
  • 4/21/2024 12:00:00 AM
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About Torrance, California

Torrance is a coastal community in southwestern Los Angeles County sharing the climate and geographical features common to the Greater Los Angeles area. Its boundaries are: Redondo Beach Boulevard and the cities of Lawndale and Gardena to the north; Western Avenue and the Harbor Gateway neighborhood of Los Angeles to the east; the Palos Verdes Hills with the cities of Lomita, Rolling Hills Estates and Palos Verdes Estates on the south; and the Pacific Ocean and city of Redondo Beach to the west. It is about 20 miles (32 km) southwest of Downtown Los Angeles. Torrance Beach lies between Redondo...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Contact Center Traffic and Scheduling Analyst, Sr. jobs
$74,742 to $101,343
Torrance, California area prices
were up 3.2% from a year ago
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