Contact Center Traffic and Scheduling Analyst jobs in Merrimack, NH

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 Rep/FT/Nashua
  • Triangle Credit Union
  • Nashua, NH FULL_TIME

  •  

    Essential Functions & Responsibilities:





    - Welcomes members (via telephone) and completes transactions, within a reasonable period of time; with accuracy and equally sharing workload with other CCR's, while embracing and using the "Service Strategies" concepts. Opening accounts for new members and working to identify their perceived and unperceived needs, while maintaining absolute confidentiality, in regard to internal and external member information.

    - Professionally handle a large volume of inbound and outbound telephone calls.


    - Handle member account transactions with accuracy and a sense of urgency.



    - Work collaboratively with all internal members to resolve member inquiries in a timely and efficient manner.

    - To respond to all telephone and/or E-mail correspondences on the same day as they are received. Promote products and services via Sales Strategies, to meet or exceed department and company objectives; cross-selling.

    - On-line chat and e-mails, accurately input consumer loan applications (with assistance), answer basic questions, analyze credit reports, process banking transactions, quoting payoffs, setting up membership via on-line applications, troubleshooting on-line banking issues and set ups, and any job functions a "virtual branch" would handle.

    - Remain current, regarding TCU Products and Services, by previewing information provided. Seeking answers about such products and services and by participating in on-going training. Using knowledge of TCU products, services, and knowledge of operations to maintain and grow the membership by applying Sales Strategies that lead to, increased member loyalty through the use of both Service and Sales Strategies. Meet annual sales goal and maintain absolute confidentiality regarding member information.

    - Performs other duties, as assigned.
















    Knowledge and Skills:






    Experience* One year (1) to three (3) years of similar or related experience


    		* Experience in a Contact Center Environment, preferred



    		* Previous Member/Customer Service, required




    		* Financial Services experience, a plus




    		* Previous Lending experience, a plus














    EducationA high school education or GED





    		Higher education, a plus
















    Interpersonal SkillsCourtesy, tact, and diplomacy are essential elements of the job. Work involves personal contact with others, inside and/or outside of the organization for purposes of giving or obtaining information, building relationships, and/or soliciting cooperation.




















    Other Skills* Sales Acumen







    		* Strong Computer Skills







    		* Good Communication Skills






    		* Detail Oriented







    		* Multitasking







    		* Problem-Solving Skills, essential





    		* Organizational Skills







    		* Attention to Detail







    		* Basic Math Skills







    		* Ability to work independently and/or part of a team



    		* Spanish is a plus
















    Physical RequirementsThe ability to sit for extended periods of time





    		The ability to bend, twist, squat, and reach












    Work EnvironmentNon-member facing/fast paced/team oriented













    **Triangle Credit Union is proud to be an equal opportunity employer. We encourage diversity and are committed to creating an inclusive environment for all employees.**
  • 1 Day Ago
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T
Contact Center Rep/FT/Spanish speaking/Nashua
  • Triangle Credit Union
  • Nashua, NH FULL_TIME
  • Essential Functions & Responsibilities:- Welcomes members (via telephone) and completes transactions, within a reasonable period of time; with accuracy and equally sharing workload with other CCR's, w...
  • 1 Month Ago
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E
Contact Center Representative/Customer Service/Sales Training Provided!
  • Ellis Crow Solutions, LLC
  • Merrimack, NH PART_TIME,FULL_TIME
  • Step out of the ordinary and join an extraordinary team! Do you like to have fun? Are you always on the phone? Enjoy being a social butterfly and work well with others? Do you have a great attitude? D...
  • 1 Month Ago
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C
Board Certified Behavioral Analyst, Center Based
  • Constellations Behavioral Services
  • Nashua, NH FULL_TIME
  • Great Opportunity to Join our Fun and Dynamic Team! Constellations Behavioral Services is actively looking to add the right Board Certified Behavior Analyst to our stellar Family Services Team. We are...
  • 10 Days Ago
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Receptionist/Scheduling Coordinator
  • Rose Dental
  • Nashua, NH FULL_TIME
  • Are you looking for a fun and friendly atmosphere centered on teamwork? We are an established dental practice looking for a reliable and motivated addition to our team. Our ideal candidate must have e...
  • 25 Days Ago
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A
Traffic Control Flagger
  • American Flagging, LLC
  • Londonderry, NH FULL_TIME
  • We exist to save lives! We serve to provide and implement safe work practices in different environments and weather climates. Here's a list of expectations for the role of Flagger. Using hand signals ...
  • 7 Days Ago
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0 Contact Center Traffic and Scheduling Analyst jobs found in Merrimack, NH area

A
Sales Internship Program
  • ALKU
  • Durham, NH
  • This is an On-Site position Summer 2024 - June 3, 2024 ALKU is looking for dynamic, motivated individuals to join the AL...
  • 4/19/2024 12:00:00 AM
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F
Fixed Income Quantitative Analyst, Index Products
  • Fidelity TalentSource LLC
  • Merrimack, NH
  • Job Description: The Group Quantitative Research and Investing (QRI) is an investments and research division within Asse...
  • 4/19/2024 12:00:00 AM
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F
Data Analyst / Modeler
  • Fidelity TalentSource LLC
  • Merrimack, NH
  • Data Modeler Fidelity TalentSource is your destination for discovering your next temporary role at Fidelity Investments....
  • 4/19/2024 12:00:00 AM
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F
Shareholder Reporting Analyst
  • Fidelity TalentSource LLC
  • Merrimack, NH
  • Shareholder Reporting Analyst Fidelity TalentSource is your destination for discovering your next temporary role at Fide...
  • 4/19/2024 12:00:00 AM
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F
Mainframe Programmer/Analyst
  • Fidelity TalentSource LLC
  • Merrimack, NH
  • Fidelity TalentSource is your destination for discovering your next temporary role at Fidelity Investments. We are curre...
  • 4/19/2024 12:00:00 AM
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M
Sr Outsourcing Delivery Analyst
  • Markit Ltd
  • Andover, MA
  • Sr Outsourcing Delivery Analyst in Andover - Brickstone Square **Sr Outsourcing Delivery Analyst** CTI Tax Solutions of ...
  • 4/16/2024 12:00:00 AM
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A
Sales Internship Program
  • Alku
  • Durham, NH
  • This is an On-Site position Summer 2024 - June 3, 2024 ALKU is looking for dynamic, motivated individuals to join the AL...
  • 4/16/2024 12:00:00 AM
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M
Outsourcing Delivery Analyst - Tax Information Reporting
  • Markit Ltd
  • Andover, MA
  • Outsourcing Delivery Analyst - Tax Information Reporting in Andover - Brickstone Square **Outsourcing Delivery Analyst -...
  • 4/15/2024 12:00:00 AM
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About Merrimack, New Hampshire

Merrimack is a town in Hillsborough County, New Hampshire, United States. The population was 25,494 at the 2010 census, and an estimated 25,660 in 2017, making it the ninth-largest municipality in New Hampshire. There are four villages in the town: Merrimack Village (formerly known as Souhegan Village), Thorntons Ferry, Reeds Ferry, and South Merrimack. According to the United States Census Bureau, the town has a total area of 33.4 square miles (87 km2), of which 32.6 sq mi (84 km2) is land and 0.8 sq mi (2.1 km2) (2.48%) is water. The highest point in Merrimack is an unnamed hill in the nor...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Contact Center Traffic and Scheduling Analyst jobs
$62,544 to $81,469
Merrimack, New Hampshire area prices
were up 1.4% from a year ago
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