Contact Center Traffic and Scheduling Analyst jobs in Baton Rouge, LA

Contact Center Traffic and Scheduling Analyst 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 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 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 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 Traffic and Scheduling Analyst typically requires 2-4 years of related experience. (Copyright 2024 Salary.com)

Recently Added Contact Center Traffic and Scheduling Analyst jobs

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Contact Center Specialist
  • Essential Credit Union
  • Baton Rouge, LA FULL_TIME
  • Contact Center Specialist 

    Position Purpose

    Responsible for explaining and cross selling Credit Union services and products to existing and potential members to establish account relationships. Responsible for responding to members requests, inquiries and/or problems relating to products, services, procedures applicable to both the depository and lending functions, and digital programs.

    Duties and Responsibilities:
    • Receive member telephone calls originated in the contact center queue.
    • Respond to members’ requests, inquiries, and problems.
    • Verify information with member prior to disconnecting any calls/contact.
    • Handle member contacts thoroughly and concisely.
    • Monitor call volume and seek assistance during periods of high volume.
    • Solve issues related to either depository or lending functions.
    • Create member service requests for the Fulfillment Agent.
    • Explain and cross sells Credit Union products and services to members and potential members.
    • Recognize and consider the needs of the members to provide a superior online experience.
    • Identify opportunities to strengthen members’ relationships through additional product and service offerings.
    • Execute teller transactions, account transactions and loan transactions in a timely and accurate manner.
    • Support Credit Union service initiatives such as online services.
    • Stay abreast of services and product knowledge to handle most inquiries with minimum supervision.
    • Maintain productivity log, member call back list, etc. according to expectations.
    • Notify the Contact Center Assistant Manager or Manager if a problem, dispute, or complaint cannot be resolved at Contact Center Agent level.
    • Maintain an open line of communications with Contact Center Manager and Assistant Manager on all member correspondence, outstanding issues, and department procedures.
    • Maintain written procedures for position.
    • Follow regulatory procedures in accordance with Federal and State Regulations
    • Perform quality work within deadlines, with or without direct supervision, while adhering to company attendance policies.
    • Knowledge of Bank Secrecy Act.
    • Knowledge of Reg CC holds.

    Major Accountabilities:
    • Receive member telephone calls originated in the contact center queue.
    • Respond to members’ requests, inquiries, and problems.
    • Verify information with member prior to disconnecting any calls/contact.
    • Monitor call volume and seek assistance during periods of high volume.
    • Create member service requests for the Fulfillment Agent.
    • Execute teller transactions, account transactions and loan transactions in a timely and accurate manner.
    NOTE:  THE LIST OF ESSENTIAL FUNCTIONS IS NOT EXHAUSTIVE.  IT MAY BE SUPPLEMENTED AS NECESSARY FROM TIME TO TIME

    Job Specification

    High school diploma required and some college level preferred.


     Training Requirements:
    • Maintain working knowledge of Microsoft Office Products (word, excel, and office).
    • Use of desktop and laptop computers.
    • Working knowledge of other core systems.
    • Annual training to ensure compliance with NCUA requirements, rules, and regulations.

    Work Experience:
    • 1-2 years of previous experience in a financial institution setting.
    • Six (6) months credit union member service experience.

    Skills, Abilities, and Knowledge:
    • Ability to multi-task, write short correspondence, present information to the members, and cross sell Credit Union products and services.
    • Problem solving and solid decision-making ability.
    • Excellent written and verbal communication skills.

    Physical Requirements
    Perform primarily sedentary work on computer or laptop for an average of eight (8) hours per day. Must be capable of climbing/descending stairs in emergency situations. Must be able to operate routine office equipment including telephone, copier, facsimile, and calculator. Must be able to work extended hours whenever required or requested by management. Must be capable of regular, reliable, and timely attendance.

    Other Requirements
    Must be able to perform job functions with supervision and work effectively either on own or as part of a team. Must be able to read and carry out various instructions and follow oral instructions. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be able to perform basic mathematical calculations with extreme accuracy. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public. Must be able to perform responsibilities with composure under the stress of deadlines/requirements for extreme accuracy and quality and/or fast pace. Must be able to effectively handle multiple, simultaneous, and changing priorities. Must be capable of exercising the highest level of discretion on confidential matters.




     

  • 1 Month Ago
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Appointment Scheduling
  • Neuromedical Center
  • Baton Rouge, LA FULL_TIME
  • DescriptionSchedule patient appointments by inbound and outbound telephone callsEnter patient demographics and insurance information in the computerAssist with rescheduling clinics, patient check-out,...
  • 24 Days Ago
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Part-Time Contact Center Representative (Remote)-Baton Rouge, LA
  • Pelican State Credit Union
  • Baton Rouge, LA PART_TIME
  • The role of the Part-Time Remote Contact Center Representative is to go above and beyond to meet the financial needs of our members. The ideal candidate is a go-getter who craves knowledge and growth ...
  • 25 Days Ago
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Traffic Management Center Senior Operator - Baton Rouge
  • Serco North America
  • Baton Rouge, LA FULL_TIME
  • Position Description Looking for a career where you can make a difference every day? Discover this opportunity to become a Traffic Management Center (TMC) Senior Operator in Baton Rouge, Louisiana. Se...
  • 1 Day Ago
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Coding Quality Analyst - BRGP
  • Baton Rouge General Medical Center - Mid City
  • Baton Rouge, LA FULL_TIME
  • JOB PURPOSE OR MISSION: Performs quality audits on coding and abstracting.JOB FUNCTIONS ESSENTIAL JOB FUNCTIONS include, but are not limited to: 1. Performs quality audits to ensure the accuracy of co...
  • 15 Days Ago
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Sr. Data Reporting Analyst
  • Baton Rouge General Medical Center - Mid City
  • Baton Rouge, LA FULL_TIME
  • JOB FUNCTIONSESSENTIAL JOB FUNCTIONS include, but are not limited to: 1. Analyzes and evaluates present and proposed business procedures or problems to define data processing needs within assigned fun...
  • Just Posted
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0 Contact Center Traffic and Scheduling Analyst jobs found in Baton Rouge, LA area

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Supply Chain Analyst
  • Swagelok Louisiana
  • Baton Rouge, LA
  • About Swagelok Louisiana Swagelok Louisiana provides critical fluid system products, assemblies, training, and services ...
  • 4/22/2024 12:00:00 AM
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Drug Technician, Engineer Intern, Juvenile Probation Counselor I/II
  • CITY OF BATON ROUGE HR
  • Baton Rouge, LA
  • Job Opportunities April 5-11, 2024 311 Call Center Representative Accounting Associate I Advisory Council Coordinator Ai...
  • 4/22/2024 12:00:00 AM
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Data & AI Security Consultant - Location Negotiable
  • Accenture
  • Baton Rouge, LA
  • Accenture is a global collective of innovators whose aim is to improve the way the world works and lives. Empowered with...
  • 4/22/2024 12:00:00 AM
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IT Statewide Technical Support Analyst 1-3 (CM)
  • State Of Louisiana
  • Baton Rouge, LA
  • The Division of Administration/Office of Technology Services has a vacancy. This position is located in the End User Com...
  • 4/22/2024 12:00:00 AM
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NetSuite Engineer
  • American Express Global Business Travel
  • Baton Rouge, LA
  • Amex GBT is a place where colleagues find inspiration in travel as a force for good and through their work can make an i...
  • 4/22/2024 12:00:00 AM
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GIS Analyst 1, 2 or 3
  • Louisiana Department Of State Civil Service
  • Baton Rouge, LA
  • GIS Analyst 1, 2 or 3Print (https://www.governmentjobs.com/careers/louisiana/jobs/newprint/4471533)ApplyGIS Analyst 1, 2...
  • 4/22/2024 12:00:00 AM
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Accenture Global Alliance Leader
  • Teradata
  • Baton Rouge, LA
  • What You'll Do At Teradata, we are leading the data & AI era. As enterprises address today's digital economy, they are f...
  • 4/20/2024 12:00:00 AM
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Data Analyst - Institute for Dementia Research and Prevention
  • Louisiana State University
  • Baton Rouge, LA
  • About Us: At the forefront of medical discovery as it relates to understanding the causes of obesity, diabetes, cardiova...
  • 4/20/2024 12:00:00 AM
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About Baton Rouge, Louisiana

Baton Rouge (/ˌbætən ˈruːʒ/ BAT-ən ROOZH; from French bâton rouge [bɑtɔ̃ ʁuʒ] (listen), meaning 'red stick') is the capital of the U.S. state of Louisiana. Located on the eastern bank of the Mississippi River, it is the parish seat of East Baton Rouge Parish, the most populous parish in Louisiana. It is the 99th most populous city in the United States, and second-largest city in Louisiana after New Orleans. It is also the 16th most populous state capital. As of the U.S. Census Bureau's July 2017 estimate, Baton Rouge had a population of 227,549, down from 229,493 at the 2010 census. Baton Rou...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Contact Center Traffic and Scheduling Analyst jobs
$54,813 to $71,398
Baton Rouge, Louisiana area prices
were up 1.2% from a year ago
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