Contact Center Scheduler, Sr. jobs in Fort Wayne, IN

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 manager
  • Demo - Maximus
  • Fort Wayne, IN FULL_TIME
  • CCRegionalManager

    • Minimum of 2-3 years of Medicaid Eligibility experience.
    • Minimum of 2-3 years of contact center management experience.

    Job Summary

    The selected candidate will be a key resource in the successful implementation and execution Indiana Medicaid Eligibility project.

    This person will work closely with Operations, Support Services, Reporting & Analytics, and IT to ensure the KPIs and SLAs are met and exceeded and will be involved in continuous improvement efforts.

    This management position is responsible for overseeing a diverse operation including activities related to Contact Center Operations, Document Processing Operations, and Premium Processing.

    The Regional Call Center Manager provides direct supervision to the call center, document processing and premium processing staff, including complaints and appeals.

    The person in this role will also be responsible for the operations of a small mailroom.

    Education and Experience Requirements

    Essential Duties and Responsibilities :

    • Oversee the daily operations of a contact center team to ensure performance metrics are met.
    • Maintain updated knowledge of the Contact Center performance requirements as well as corporate and project policies and procedures.
    • Provide assistance and updates to staff regarding these policies and procedures.
    • Evaluate the need for training to ensure that staff maintains current knowledge of multiple programs.
    • Address inadequate quality issues with Supervisory team in relation to reviews and corrections of calls monitored.
    • Monitor performance goals and objectives for the contact center staff and complete daily and weekly reports.
    • Provide the Sr. Manager and Director with updates on all issues regarding quality, training, policy, procedures, staff issues and departmental performance levels.
    • Monitor contact center compliance with ISO standards.
    • Implement necessary corrective actions to ensure consistent application of all laws, regulations, policies, and procedures pertinent to the Contact Center.
    • Monitor and evaluate performance, writes performance appraisals and provides corrective actions as needed.
    • Responsible for identifying and resolving issues, problems, and concerns with employees.
    • Recommend changes to policies and establish procedures and assist in the implementation of process improvements when necessary.
    • Provide direction to staff when complaints are escalated to management level.
    • Perform other duties as may be assigned.

    Minimum Requirements :

    • Manage, perhaps through subordinate supervisors, the coordination of the activities of a section or department with responsibility for results, including costs, methods and staffing.
    • In some instances this manager may be responsible for a functional area and not have any subordinate employees.
    • Work on issues of diverse scope where analysis of situation or data requires evaluation of a variety of factors, including an understanding of current business trends.
    • Follow processes and operational policies in selecting methods and techniques for obtaining solutions.
    • Act as advisor to subordinate(s) to meet schedules and / or resolve problems.
    • Develop and administer schedules, performance requirements; may have budget responsibilities.
    • Frequent interaction with subordinate employees, customers, and / or functional peer group managers, normally involving matters between functional areas, other company divisions or units, or customers and the company.
    • Often must lead a cooperative effort among members of a project team.
    • Receive assignments in the form of objectives and determine how to use resources to meet schedules and goals.
    • Provide guidance to subordinates within the latitude of established company policies.
    • Recommend changes to policies and establish procedures that affect immediate organization(s).

    MAXIMUS Introduction

    Since 1975, Maximus has operated under its founding mission of Helping Government Serve the People, enabling citizens around the globe to successfully engage with their governments at all levels and across a variety of health and human services programs.

    Maximus delivers innovative business process management and technology solutions that contribute to improved outcomes for citizens and higher levels of productivity, accuracy, accountability and efficiency of government-sponsored programs.

    With more than 30,000 employees worldwide, Maximus is a proud partner to government agencies in the United States, Australia, Canada, Saudi Arabia, Singapore and the United Kingdom.

    For more information, visit https : / / www.maximus.com.

    As a large employer and Federal contractor, Maximus is subject to various vaccine mandates across our lines of business. Maximus is committed to complying with any applicable vaccine mandates.

    The specific vaccine requirements for this position will be outlined throughout the selection process. Individuals who believe they may qualify for a medical or religious accommodation will have the opportunity to apply for an accommodation following an offer of employment.

    EEO Statement : Active military service members, their spouses, and veteran candidates often embody the core competencies Maximus deems essential, and bring a resiliency and dependability that greatly enhances our workforce.

    We recognize your unique skills and experiences, and want to provide you with a career path that allows you to continue making a difference for our country.

    We’re proud of our connections to organizations dedicated to serving veterans and their families. If you are transitioning from military to civilian life, have prior service, are a retired veteran or a member of the National Guard or Reserves, or a spouse of an active military service member, we have challenging and rewarding career opportunities available for you.

    A committed and diverse workforce is our most important resource. Maximus is an Affirmative Action / Equal Opportunity Employer.

    Last updated : 2024-03-23

  • 2 Days Ago

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Senior Scheduler - Data Center Construction
  • Turner & Townsend
  • Fort Wayne, IN FULL_TIME
  • Company DescriptionFrom the inception of a project through to completion and beyond, Turner & Townsend help to deliver the outcomes that matter through transformational programs covering the full spec...
  • 10 Days Ago

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Scheduler
  • Neighborhood Health Clinics Inc
  • Fort Wayne, IN FULL_TIME
  • Neighborhood Health – SchedulerFull-time, 40 Hours At Neighborhood Health, we’re passionate about our mission to provide a kind and caring premiere workforce. Our team-based approach to comprehensive ...
  • 1 Month Ago

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Quality Improvement Team Sr. Coordinator, Call Center Operations
  • Maximus
  • Fort Wayne, IN FULL_TIME
  • Job Description Summary The Quality Improvement Sr. Coordinator will partner with operations to coach individuals and small teams on quality score improvements.Essential Duties and Responsibilities:• ...
  • 15 Days Ago

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Master Scheduler
  • Viant Medical
  • Fort Wayne, IN FULL_TIME
  • New employees are eligible for the following benefits effective date of hire! Medical, dental, and vision benefits Company-paid life insurance and disability benefits Generous Paid Time Off and 10 pai...
  • Just Posted

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Project Scheduler
  • Holder Construction
  • Fort Wayne, IN FULL_TIME
  • WHO WE ARE The best teams trust Holder to deliver their most important work. Our people redefine the construction experience. We lead with integrity. We seek excellence. We care more. As a strong and ...
  • 4 Days Ago

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0 Contact Center Scheduler, Sr. jobs found in Fort Wayne, IN area

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Scheduler
  • Neighborhood Health Clinics Inc
  • Fort Wayne, IN
  • Job Description Job Description Neighborhood Health – Scheduler Full-time, 40 Hours At Neighborhood Health, we’re passio...
  • 3/28/2024 12:00:00 AM

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Scheduling Coordinator (Surgery/Anesthesia) - Onsite
  • US Anesthesia Partners
  • Fort Wayne, IN
  • Job Description Job Description Performs with direct supervision, entry level aspects of scheduling, including daily, ni...
  • 3/27/2024 12:00:00 AM

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Ophthalmic Technician/Surgery Scheduler
  • The Eye Center of Fort Wayne
  • Fort Wayne, IN
  • Job Description Job Description This position is responsible for preparing the patient for the doctor's examination assi...
  • 3/27/2024 12:00:00 AM

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Dental Hygienist - choose your schedule
  • GoTu
  • Fort Wayne, IN
  • Pay Range: $40-$70/Hour By using the GoTu app, you can find local temporary and permanent opportunities and get peace of...
  • 3/26/2024 12:00:00 AM

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FT Administrative Scheduling Coordinator - Work From Home>
  • Begreatsa
  • Fort Wayne, IN
  • [Administrative Assistant / Fully Remote] - Anywhere in U.S. / Competitive pay / Medical, dental & vision / 401k / PTO -...
  • 3/26/2024 12:00:00 AM

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Drive with Lyft - Earn on Your Own Schedule
  • Lyft
  • Fort Wayne, IN
  • Earn a $400 bonus in Fort Wayne when you give 40 rides during your first 7 days. New drivers only. Terms apply. What is ...
  • 3/26/2024 12:00:00 AM

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Dental Hygienist - choose your schedule
  • GoTu
  • Decatur, IN
  • Pay Range: $40-$70/Hour By using the GoTu app, you can find local temporary and permanent opportunities and get peace of...
  • 3/26/2024 12:00:00 AM

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Dental Hygienist - choose your schedule
  • GoTu
  • Warren, IN
  • Pay Range: $40-$70/Hour By using the GoTu app, you can find local temporary and permanent opportunities and get peace of...
  • 3/26/2024 12:00:00 AM

Fort Wayne is a city in the U.S. state of Indiana and the seat of Allen County, United States. Located in northeastern Indiana, the city is 18 miles (29 km) west of the Ohio border and 50 miles (80 km) south of the Michigan border. With a population of 253,691 in the 2010 census, it is the second-most populous city in Indiana after Indianapolis, and the 75th-most populous city in the United States. It is the principal city of the Fort Wayne metropolitan area, consisting of Allen, Wells, and Whitley counties, a combined population of 419,453 as of 2011. Fort Wayne is the cultural and economic c...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Contact Center Scheduler, Sr. jobs
$51,979 to $71,378
Fort Wayne, Indiana area prices
were up 1.3% from a year ago

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