Contact Center Scheduler, Sr. jobs in Brockton, MA

Contact Center Scheduler, Sr. is responsible for monitoring the contact center workload and scheduling function. Analyzes contact center patterns, including volumes, trends, attrition rates, and contact center representative productivities. Being a Contact Center Scheduler, Sr. utilizes the analysis results to forecast contact center workload and builds scheduling plans to meet business objectives. Maintains and adjusts staffing schedule assignments to maintain contact center key performance indicators. Additionally, Contact Center Scheduler, Sr. may require a bachelor's degree. Typically reports to a manager. The Contact Center Scheduler, Sr. occasionally directed in several aspects of the work. Gaining exposure to some of the complex tasks within the job function. To be a Contact Center Scheduler, Sr. typically requires 2-4 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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Scheduler/Payroll Coordinator
  • The Guardian Center (2)
  • Brockton, MA FULL_TIME
  • Payroll coordinator responsibilities include processing timesheets, updating payroll records and answering employee questions about payments. Ultimately, you’ll ensure employees are compensated correc...
  • 8 Days Ago

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Nursing department scheduler
  • Blue Hills Health and Rehabilitation Center
  • Stoughton, MA FULL_TIME
  • Nursing Scheduler Blue Hills Health & Rehabilitation Center in Stoughton, Ma is looking for a temporary 40 per week Nursing Department Staff Scheduler. This position could be become a permanent full t...
  • 1 Day Ago

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Scheduler
  • ComForCare
  • Canton, MA FULL_TIME
  • Looking for individuals to join our home care family.At ComForCare Home Care we value our employees like family. We celebrate success and have fun. Our focus is to help our clients and employees live ...
  • 20 Days Ago

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0 Contact Center Scheduler, Sr. jobs found in Brockton, MA area

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Scheduling Coordinator (REMOTE)
  • Feyer&Associates
  • Lowell, MA
  • We are currently seeking enthusiastic individuals to join our team as Remote Scheduling Coordinators. This is a unique o...
  • 3/28/2024 12:00:00 AM

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Driver - Relief Schedule -CDL A License
  • PepsiCo, Inc.
  • Canton, MA
  • **Driver - Relief Schedule -CDL A License** CAROUSEL_PARAGRAPH * Canton, Massachusetts * Delivery * 5000811210506 ** Sha...
  • 3/28/2024 12:00:00 AM

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Production Scheduler
  • Vericel Corporation
  • Cambridge, MA
  • Job Description Job Description Vericel Corporation, a leader in advanced therapies for the sports medicine and severe b...
  • 3/27/2024 12:00:00 AM

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Remote Scheduling Coordinator
  • Feyer&Associates
  • Boston, MA
  • We are currently seeking enthusiastic individuals to join our team as Remote Scheduling Coordinators. This is a unique o...
  • 3/27/2024 12:00:00 AM

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Accounting Manager-Hybrid Schedule
  • Boston Medical Center
  • Boston, MA
  • POSITION SUMMARY: Under the general supervision of the Associate Director of Accounting, this position will be responsib...
  • 3/27/2024 12:00:00 AM

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Remote Scheduling Coordinator
  • Why Knot Travel
  • Boston, MA
  • Job Description About the job: This is a remote position. We are searching for highly self-motivated and entrepreneurial...
  • 3/25/2024 12:00:00 AM

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Planner / Scheduler
  • The Charles Stark Draper Laboratory Inc
  • Cambridge, MA
  • Overview Draper is an independent, nonprofit research and development company headquartered in Cambridge, MA. The 2,000+...
  • 3/25/2024 12:00:00 AM

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Scheduler/Radiology
  • Milford Regional Medical Center
  • Milford, MA
  • About Us: Milford Regional Medical Center is a full-service, community and regional teaching hospital located in Milford...
  • 3/24/2024 12:00:00 AM

According to the United States Census Bureau, the city has a total area of 21.6 square miles (56 km2), of which 21.5 square miles (56 km2) is land and 0.1 square miles (0.26 km2) (0.56%) is water. Brockton is the 162nd largest city by land area in the Commonwealth, and the twelfth largest of the twenty-seven towns in Plymouth County. Brockton is bordered by Stoughton to the northwest, Avon to the north, Holbrook to the northeast, Abington to the northeast, Whitman and East Bridgewater to the southeast, West Bridgewater to the south, and Easton to the west. Brockton is approximately 25 miles s...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Contact Center Scheduler, Sr. jobs
$60,843 to $83,550
Brockton, Massachusetts area prices
were up 1.6% from a year ago

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