Contact Center Traffic and Scheduling Analyst jobs in Lebanon, PA

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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Contact Center Specialist I - Contact Center
  • Penn State Health
  • Hershey, PA FULL_TIME
  • Penn State Health - Milton S. Hershey Medical Center

    Location : US:PA:Hershey
    Work Type : Full Time
    FTE : 1.00
    Shift : Day
    Hours : 8:30a-5:00p Monday - Friday Every 5th Weekend 6:00a-2:00p

    SUMMARY OF POSITION :

    Provides a high quality experience for the patients and physicians of Penn State Health and acts as the first point of contact for various patient needs including scheduling, registrations, access and general information, and appointment confirmation. Provides essential telephone coverage from 6:00am-10:00pm 365 days per year for Contact Center responsibilities including the Careline, MD Network, MD Network Pediatrics, and Patient Relations inbound phone queues that support the entire medical institution including the hospital, Medical Group, College of Medicine, and across all Penn State Health locations. Deploys excellent customer service engagement skills by phone and electronic mail. Responsible to accurately process a high volume and wide variety of calls by determining the caller’s specific needs, assisting the caller, or redirecting the caller to the proper location for assistance. Ensure that all calls are answered accurately and timely, maintain efficiency with all departmental processes and procedures.

    MINIMUM QUALIFICATIONS:

    High School Diploma required.

    1 year of job related experience required.

    Ability to successfully complete a hands-on training program, including all phone applications, computer programs, and software applications that support the Contact Center daily operations required.

    KNOWLEDGE, SKILLS, & ABILITIES:

    Ability to maintain and utilize proficient knowledge in in all department processes, procedures and software applications that support for the daily operations of the Contact Center including Centuarus, Smart Web, Cerner, Powerchart, Outlook, Decision Tree and Microsoft folders.

    High level of service excellence in all interactions with patients, business partners, and team members according to established behavioral standards.

    Excellent customer service, interpersonal communication, problem solving and computer skills.

    Strong oral and written communication skills, decision making and resilience.

    Critical thinking skills and good judgment under pressure.

    High level of professional and ethical standards and performance.

    Ability to acquire and maintain proficient knowledge in policies and procedures including scheduling, referrals, paging, and location information.

    PREFERRED QUALIFICATIONS:

    Experience including word processing, scheduling, telephone call center system, medical office, or medical terminology preferred.

    High volume call center experience preferred.



    This job description is a general outline of duties performed and is not to be misconstrued as encompassing all duties performed within the position. All individuals (including current employees) selected for a position will undergo a background check appropriate for the position's responsibilities.

    Penn State Health is fundamentally committed to the diversity of our faculty and staff. We believe diversity is unapologetically expressing itself through every person's perspectives and lived experiences. We are an equal opportunity and affirmative action employer. All qualified applicants will receive consideration for employment without regard to age, color, disability, gender identity or expression, marital status, national or ethnic origin, political affiliation, race, religion, sex (including pregnancy), sexual orientation, veteran status, and family medical or genetic information. If you are unable to use our online application process due to an impairment or disability, please call 717-531-8440 between the hours of 7:30 AM and 4:30 PM, Eastern Standard Time, Monday through Friday, email hrsolutions@pennstatehealth.psu.edu or download our Accommodation Instructions for Job Applicants PDF for more detailed steps for assistance.

    Union : Non Bargained

  • 9 Days Ago

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Contact Center Specialist I - DAY SHIFT - Contact Center
  • Penn State Health
  • Hershey, PA FULL_TIME
  • Penn State Health - Milton S. Hershey Medical Center Location : US:PA:Hershey Work Type : Full Time FTE : 1.00 Shift : Day Hours : 8:30a - 5:00p Monday - Friday, Every 5th Weekend 6:00a - 2:00p SUMMAR...
  • 16 Days Ago

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Director - Contact Center Operations - Pottsville, PA
  • empire
  • Pottsville, PA FULL_TIME
  • Job Summary: Responsible for contacting and scheduling appointments for prospective students who have expressed an interest in furthering their education toward a career in the Cosmetology industry. I...
  • 10 Days Ago

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Crew Member (Traffic Flagger)
  • Flagger Force Traffic Control Services
  • Lebanon, PA FULL_TIME
  • Are you up for a new challenge every day?Hiring Immediately! Apply today!Flagger Force is hiring Crew Members (Traffic Flaggers) in your area to help keep communities moving.As an entry-level crew mem...
  • Just Posted

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Flagger
  • Traffic Plan
  • Sunbury, PA FULL_TIME
  • Traffic Plan is Hiring for Full-Time FLAGGERS! **Join now and earn a $2,000 bonus paid 30 days after your 6-month anniversary date** MUST BE: AVAILABLE MONDAY-FRIDAY MUST HAVE: A VALID DRIVER'S LICENS...
  • Just Posted

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Flagger
  • Traffic Plan
  • Lebanon, PA FULL_TIME
  • Traffic Plan is Hiring for Full-Time Flaggers **Join now and earn a $2,000 bonus paid 30 days after your 6-month anniversary date** MUST BE: AVAILABLE MONDAY-FRIDAY MUST HAVE: A VALID DRIVER'S LICENSE...
  • Just Posted

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0 Contact Center Traffic and Scheduling Analyst jobs found in Lebanon, PA area

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Systems Operations Analyst II - Warehouse Systems Management
  • GEODIS Group
  • Lebanon, PA
  • ** Systems Operations Analyst II - Warehouse Systems Management** **Job Category****:** Information Technology **Requisi...
  • 3/28/2024 12:00:00 AM

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Travel Nurse RN - Skilled Nursing Facility - $1,716 per week
  • Adventist Health
  • Lebanon, PA
  • Supplemental Health Care is seeking a travel nurse RN Skilled Nursing Facility for a travel nursing job in Lebanon, Penn...
  • 3/28/2024 12:00:00 AM

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Retail Analytics Analyst - THX
  • The Hershey Company
  • Hershey, PA
  • ** JOB DESCRIPTION** **Retail Analytics Analyst - THX** Job Id: 113361 Hershey, Remote, United States ** Share This Job*...
  • 3/28/2024 12:00:00 AM

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Travel Physical Therapist - $1,895 per week
  • PRN Healthcare
  • Hummelstown, PA
  • Supplemental Health Care is seeking a travel Physical Therapist for a travel job in Hummelstown, Pennsylvania. Job Descr...
  • 3/28/2024 12:00:00 AM

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Travel Physical Therapist - $1,804 per week
  • PRN Healthcare
  • Middletown, PA
  • Supplemental Health Care is seeking a travel Physical Therapist for a travel job in Middletown, Pennsylvania. Job Descri...
  • 3/28/2024 12:00:00 AM

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SAP Enterprise Architect
  • Concentrix
  • Harrisburg, PA
  • Job Title: SAP Enterprise Architect Job Description Your Journey at Concentrix + Webhelp Starts Here: At Concentrix + We...
  • 3/28/2024 12:00:00 AM

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Staff Accountant
  • AHF
  • Mountville, PA
  • ESSENTIAL FUNCTIONS AND RESPONSIBILITIES Qualified individuals must have the ability (with or without reasonable accommo...
  • 3/28/2024 12:00:00 AM

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Gas Control Analyst
  • Ugi Central Gas Control Llc
  • Lebanon, PA
  • UGI Energy Services LLC markets natural gas, electricity, and liquid fuels to commercial, institutional, and industrial ...
  • 3/26/2024 12:00:00 AM

Lebanon (/ˈlɛbənən/) is a city in and the county seat of Lebanon County, Pennsylvania, United States. The population was 25,477 at the 2010 census, a 4.2% increase from the 2000 count of 24,461. Lebanon is located in the central part of the Lebanon Valley, 26 miles (42 km) east of Harrisburg and 29 miles (47 km) west of Reading. Lebanon was founded by George Steitz in 1740 and was originally named Steitztown. According to the United States Census Bureau, the city has a total area of 4.2 square miles (11 km2), all of it land. Lebanon is bordered to the north and east by North Lebanon Township (...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Contact Center Traffic and Scheduling Analyst jobs
$56,127 to $73,113
Lebanon, Pennsylvania area prices
were up 1.5% from a year ago