Contact Center Traffic and Scheduling Analyst jobs in Columbus, GA

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)

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Scheduling coordinator
  • SYNERGY HomeCare
  • Opelika, AL FULL_TIME
  • The Part-Time Weekend Scheduling Coordinator(s) (WSC’s) will report directly to the

    related activities of the SYNERGY HomeCare business from Friday afternoon through Monday

    mornings and will be in a rotation for the phones and staffing on holidays and in the absence of

    full-time scheduling coordinators / manager when there is a need.

    This position includes leadership in areas of the business including maintaining positive

    relationships with caregivers and clients and organizing schedules to accommodate both clients

    and caregivers. The shifts will consist of Friday 4pm -1130pm, Saturday 6am-3pm, Saturday

    3pm -1130pm, Sunday 6am -3pm, Sunday 3pm -1130pm, Monday 5am-9am. The work location

    of all shifts will in the Opelika office at 3320 Skyway, Suite 801 Opelika, AL 36801.

    This position requires the WSC’s to be on-site in the Opelika Office during their designated shift

    to answer live calls and to restaff callouts and open assignments. The WSC’s will be

    responsible for logging all incoming and out-going calls in the communication log sheet and

    eRSP during their shift and documenting any unresolved issues for their relief to be able to

    immediately begin working on upon arrival. The WSC’s will answer every call received in a

    pleasant manner and be responsible for making schedule changes, dispatching a replacement

    caregiver to a client’s home, conducting a prospect intake and scheduling a home assessment

    for the client care coordinator.

    The main office phone is always to be used for conducting business during shift hours. The

    main line is only to be transferred to the main voice mail box at 11 : 30 pm on Friday, Saturday,

    and Sunday evenings. The Morning WSC is responsible for listening to all messages received

    from 11 : 30pm 6 : 00am and addressing all issues that might have occurred during this time

    period.

    This position requires establishing a positive office culture where caregivers want to work,

    promoting office initiatives, and keeping good communication with caregivers. Additionally, the

    WSC’s will be responsible for collaborating with the office management team to enhance

    employee satisfaction and morale, client satisfaction and revenue growth.

    Qualifications :

    Knowledge of scheduling and on-call procedures (preferred)

    Possess at least one year experience in healthcare or home care, working with the

    elderly, disabled or individuals requiring supportive services (preferred)

    Proficiency in computer skills (Google Suite, Excel, Power Point, etc)

    Knowledge of scheduling software (eRSP or similar) or CRM preferred

    Must possess leadership skills, human relations abilities, customer satisfaction skills,

    and organizational skills

    Well-honed time management skills

    Exemplary communication skills, both verbal and written

    Essential Duties and Responsibilities :

    Regular communication with caregivers

    Prospect Intake calls

    Regular communication with clients and their families

    Schedules shifts and hours by matching caregiver qualifications and availability to

    client’s needs

    Watching a daily visit list closely to be sure all caregivers have arrived to their shifts and

    that their assignments are completed accurately for our clients

    Filling in shifts when there is a change or cancelled shift in a client or caregiver schedule

    Communicates new assignments and / or schedule changes to CGs and clients

    Processes data necessary to initiate accurate payroll and billing processes

    Participates in on-call rotation as assigned.

    Participates in client care conferences as requested by immediate supervisor

    Works with Client Care Manager and Hiring and Retention Manager to assist in

    resolution of CG issues.

    Ability to recognize trends and potential problems and proactively address issues before

    they occur.

    Weekend reporting of accountabilities

    This job description is not intended to be all inclusive. The employee will be expected to perform

    other reasonable duties as assigned.

    Last updated : 2024-03-06

  • 10 Days Ago

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Scheduling coordinator
  • Right at Home Montgomery
  • Auburn, AL FULL_TIME
  • Right at Home Montgomery - Are you looking for a challenging role that allows development opportunities while improving the quality of life for those you serve? We are a locally owned home care busine...
  • 20 Days Ago

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Scheduling Coordinator
  • Right at Home
  • Auburn, AL FULL_TIME
  • Are you looking for a challenging role that allows development opportunities while improving the quality of life for those you serve? Do you value having personal connections with those you work with?...
  • 21 Days Ago

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Weekend Scheduling Coordinator
  • Synergy HomeCare 1
  • Opelika, AL PART_TIME
  • The Part-Time Weekend Scheduling Coordinator(s) (WSC’s) will report directly to the scheduling manager. The WSC’s will be responsible for guiding and coordinating all scheduling- related activities of...
  • 10 Days Ago

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Traffic Engineer - G127
  • Columbus Consolidated Government
  • Columbus, GA FULL_TIME
  • Assists the Assistant Engineering Director/Traffic Engineering Manager in planning, assigning and supervising the work of the Traffic Engineering Division.Assists with the preparation of annual Budget...
  • 4 Days Ago

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Board Certified Behavior Analyst (BCBA) - Partial telehealth & Center based in Conyers, GA
  • Key Autism Services
  • Auburn, AL FULL_TIME
  • We offer Part Time and Full Time Opportunities. FT Salary Potential: $60,000-$100,000 (base plus bonus - no cap on quarterly bonus potential), PT Salary Range: $60-$75 hourly. If you are passionate ab...
  • Just Posted

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0 Contact Center Traffic and Scheduling Analyst jobs found in Columbus, GA area

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Physician / Urgent Care / Alabama / Locum Tenens / New Urgent Care Physician Locums Physician Job in Alabama Job
  • Jackson + Coker
  • Auburn, AL
  • New Urgent Care Physician Locums Physician Job in Alabama One of our premier clients needs four Urgent Care providers ac...
  • 3/19/2024 12:00:00 AM

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Customer Support
  • ResourceMFG
  • Columbus, GA
  • summary Now Hiring for Customer Support Administrator in Lake Forest, CA $20ph-$25ph Scheduled: 8am-5pm ( onsite) Job De...
  • 3/19/2024 12:00:00 AM

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Travel Nurse RN - Home Health - $1,982 per week
  • Adventist Health
  • Columbus, GA
  • Supplemental Health Care is seeking a travel nurse RN Home Health for a travel nursing job in Columbus, Georgia. Job Des...
  • 3/18/2024 12:00:00 AM

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Travel Nurse RN - Home Health - $2,042 per week
  • Adventist Health
  • Opelika, AL
  • Supplemental Health Care is seeking a travel nurse RN Home Health for a travel nursing job in Opelika, Alabama. Job Desc...
  • 3/18/2024 12:00:00 AM

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Patient Care Coordinator Home Health Full Time
  • CenterWell Home Health
  • Columbus, GA
  • Become a part of our caring community and help us put health first As a Patient Care Coordinator (Clinical Liaison), you...
  • 3/17/2024 12:00:00 AM

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Work From Home - Customer Service Associate
  • Careerbuilder
  • Phenix City, AL
  • Full and part time postions available. Flexible Hours. Hiring now with no experience required. Great benefits and promot...
  • 3/17/2024 12:00:00 AM

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FOH Manager
  • The Restaurant Zone
  • Columbus, GA
  • Job Description Job Description We seek a FOH Manager to join one of our Three High-End Restaurants! You will be respons...
  • 3/17/2024 12:00:00 AM

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Greeter
  • Buffalo Wild Wings
  • Columbus, GA
  • In most jobs, everyone doesnt spontaneously erupt into applause and start raining down high-fives. At Buffalo Wild Wings...
  • 3/15/2024 12:00:00 AM

Columbus is one of Georgia's three Fall Line Cities, along with Augusta and Macon. The Fall Line is where the hilly lands of the Piedmont plateau meet the flat terrain of the coastal plain. As such, Columbus has a varied landscape of rolling hills on the north side and flat plains on the south. The fall line causes rivers in the area to decline rapidly towards sea level. Textile mills were established here in the 19th and early 20th centuries to take advantage of the water power from the falls. Columbus was developed along the Chattahoochee River. Interstate 185 runs east of the city, with acc...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Contact Center Traffic and Scheduling Analyst jobs
$52,306 to $68,136
Columbus, Georgia area prices
were up 1.5% from a year ago