Contact Center Traffic and Scheduling Analyst jobs in Portland, OR

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)

K
Contact Center Manager
  • Kaiser Permanente
  • Hillsboro, OR FULL_TIME
  • Job Summary:

    Serves as the strategic, operational and administrative leader for assigned lines of business in a highly specialized Contact Center environment. Develop and maintain efficient ongoing operations of the Contact Centers which include fiscal and operational efficiency, standardization of operational policies and procedures, leading workgroups to actualize organizational and strategic goals, ensuring patient, provider, and employee satisfaction, training and development of department supervisors, managing staff, and fostering a member centric culture which supports our mission.

    Essential Responsibilities:


    • Accountable for role modeling principles defined by the Care Experience Standards, the KP Mission and any specific department/organizational initiatives. Fosters a culture of accountability to actualize organizational and strategic goals. Link performance expectations of assigned lines of business to the Regions strategic goals. Motivate staff to meet or exceed all program and department goals. Research and apply internal and external best practices. Ensure employee safety and quality of care and services. Support the Labor Management Partnership. Provide leadership and monitoring of operational initiatives that support the mission and values of the Region. Fosters a member centric culture by facilitating customer service excellence. Enable staff to achieve results by providing information, encouragement and discretionary authority. In collaboration with Health Plan, NW Permanente, and Labor, identify and implement initiatives to improve patient access and appointing. Provides leadership through direct and indirect reports to assure member focused high quality, accessible, cost effective care, including, scheduling, evaluation, coaching, rewards/recognition, discipline, and staff accountabilities. Pursues professional growth and provides developmental opportunities for others by soliciting and acting on performance feedback; building collaborative, cross-functional relationships; training and developing talent for growth opportunities; delegating tasks and decisions; fostering open dialogue amongst team members; executing performance management guidelines and expectations; and working closely with employees to set goals and provide open feedback and coaching to drive performance improvement.
    • Ensures operational and performance standards are met for assigned lines of business. Plans, develops, implements, and evaluates department strategies, programs, and policies in partnership with Health Plan and NW Permanente Business Partners and Labor that support business initiatives and strategies, ensures consistent program interpretation and application, establishes and sustains strategic relationships with key stakeholders, and ensures service level agreements are met. Responsible for analyzing and reporting on successes against metrics. Responsible for contact center operations to achieve business and organizational strategic objectives. Develops and implements business plans into tactical action items; ensuring all policies and procedures are followed; delegating tasks to meet goals and objectives; overseeing the completion of work assignments; aligning team efforts; building accountability for and measuring progress in achieving results; identifying and addressing improvement opportunities; removing obstacles that impact performance; and guiding performance and developing contingency plans accordingly.
    • Coordinate and manage staff: Hires staff for service excellence and technical expertise. Trains and requires staff to meet full job descriptions. Fosters a positive work environment. Work collaboratively with Labor.
    • Run a fiscally efficient operation by ensuring spending within the budget allocation. Monitors and controls expenditures and provides input and direction to the budget planning process demonstrating comprehensive financial acumen. Responsible for coordination and management of facilities issues onsite with internal and external vendors. Maintain building and equipment. Meet regional and federal compliance standards.

    Basic Qualifications:

    Experience

    • Minimum five (5) years of customer service experience in a contact center.
    • Minimum four (4) years of progressive supervisory and/or management experience.

    Education

    • Bachelors degree in Healthcare, Business Administration, Public Administration OR four (4) years of experience in a directly related field.
    • High School Diploma or General Education Development (GED) required.

    License, Certification, Registration

    • N/A

    Additional Requirements:

    • Ability to analyze, integrate and use quantitative data to make informed decisions to achieve expected outcomes.
    • Ability to lead in a culturally diverse environment and promote culturally competent care.
    • Excellent communication skills, including mediation and public speaking skills with the ability to communicate effectively in written and spoken English.
    • Ability to attend to details, prioritize and complete multiple tasks independently in a fast-paced environment and following agreed upon timeline.
    • Excellence in customer service, service recovery and complaint resolution skills.Strong organizational, communication, human resource and interpersonal skills, with a team-based approach to leadership.

    Preferred Qualifications:

    • Minimum five (5) years of customer service experience in a contact center in care delivery or health plan setting preferred.
    • Minimum four (4) years of work related experience in dental or clinical care setting.
    • Thorough knowledge of contact center environment.
    • Working knowledge of labor/contractual agreements.


    Notes:


    • 1 day a week on-site at TRC.

    PrimaryLocation : Oregon,Hillsboro,Tanasbourne Regional Contact Center
    HoursPerWeek : 40
    Shift : Day
    Workdays : Mon, Tue, Wed, Thu, Fri
    WorkingHoursStart : 08:00 AM
    WorkingHoursEnd : 05:00 PM
    Job Schedule : Full-time
    Job Type : Standard
    Employee Status : Regular
    Employee Group/Union Affiliation : NUE-NW-01|NUE|Non Union Employee
    Job Level : Manager with Direct Reports
    Job Category : Customer Services
    Department : St Vincent - Appt-Supprt Svcs Clinic - 1008
    Travel : No
    Kaiser Permanente is an equal opportunity employer committed to a diverse and inclusive workforce. Applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), age, sexual orientation, national origin, marital status, parental status, ancestry, disability, gender identity, veteran status, genetic information, other distinguishing characteristics of diversity and inclusion, or any other protected status.
  • 2 Days Ago

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Contact Center Member Advisor I
  • Red Canoe Credit Union
  • Longview, WA FULL_TIME
  • Red Canoe Credit Union hires passionate, knowledgeable, and dependable individuals who are committed to making a difference. As a not-for-profit financial institution owned by our members, we believe ...
  • 14 Days Ago

I
OR Traffic Support Technician
  • Integrity Traffic OR
  • Portland, OR FULL_TIME
  • Job Summary: Perform a wide range of inventory tasks to ensure that our warehouse is running efficiently to provide support to our company. Requirements Duties / Responsibilities: Evaluate new gear to...
  • 21 Days Ago

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Traffic Control Flagger
  • Western Traffic Control, LLC.
  • Vancouver, WA FULL_TIME
  • Looking for Traffic Control Flaggers:Positions open immediatelyWe are looking to hire Oregon/Washington State Certified dedicated, observant Flagger to monitor, control and direct the flow of traffic ...
  • 1 Day Ago

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UTS | Traffic Controller | Portland
  • Traffic Management Inc.
  • Portland, OR FULL_TIME
  • Overview WHO IS UTILITY TRAFFIC SERVICES? Join our Team today! No Traffic Control experience necessary! We provide paid training and certifications! Job SummaryThe Traffic Controller will be responsib...
  • 2 Months Ago

L
Traffic Control Safety Supervisor
  • Lord & Associates, Inc. Traffic Control Services
  • Portland, OR FULL_TIME
  • General Responsibilities and Tasks Supervise Flaggers and ensure compliance with company standards. Perform traffic control and flagging activities as needed; follows safety rules and regulations on a...
  • 6 Days Ago

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0 Contact Center Traffic and Scheduling Analyst jobs found in Portland, OR area

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Epic Interface Analyst (HIM Coding/3M CAC Application Analyst) - 100% Remote
  • Amerit Consulting
  • Portland, OR
  • Overview: Our client, a Medical Center facility under the aegis of a California Public Ivy university and one of largest...
  • 3/28/2024 12:00:00 AM

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EPIC HIM Application Analyst (100% REMOTE/NO C2C)
  • Amerit Consulting
  • Portland, OR
  • Our client, a Medical Center facility under the aegis of a California Public Ivy university and one of largest health de...
  • 3/28/2024 12:00:00 AM

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Manager, Strategy & Analytics - Remote within 100 Miles of an Office Location
  • CarMax
  • Portland, OR
  • CarMax, the way your career should be! Manager, Retail Strategy & Analytics: About The Team The Retail Strategy team is ...
  • 3/28/2024 12:00:00 AM

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Senior Release & Deployment Analyst
  • Portland General Electric
  • Portland, OR
  • At PGE, our work involves dreaming about, planning for, and realizing a smarter, cleaner, more enduring Oregon neighborh...
  • 3/28/2024 12:00:00 AM

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SAP FICO Consultant - Remote!
  • Artech LLC
  • Portland, OR
  • DESCRIPTION Artech is currently seeking to add to the below position. Job Title: SAP FICO Consultant Job ID: 23-36672 Lo...
  • 3/28/2024 12:00:00 AM

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Customer Service Representative
  • CorVel Corporation
  • Portland, OR
  • ** Customer Service Representative** **Job Category****:** Administrative (Field) **Requisition Number****:** CUSTO04131...
  • 3/27/2024 12:00:00 AM

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Senior Consultant - Group Disability SME (Group Benefits & FINEOS Implementation) - Remote
  • Cognizant
  • Portland, OR
  • Senior Consultant – Group Disability SME (Group Benefits & FINEOS) Location: Remote Insurance Domain ABOUT US Cognizant ...
  • 3/27/2024 12:00:00 AM

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Customer Experience Quality Analyst
  • DAT
  • Beaverton, OR
  • **Customer Experience Quality Analyst** at DAT Beaverton, OR, USA DAT is looking for an organized and efficient **Custom...
  • 3/26/2024 12:00:00 AM

Portland is the largest and most populous city in the U.S. state of Oregon and the seat of Multnomah County. It is a major port in the Willamette Valley region of the Pacific Northwest, at the confluence of the Willamette and Columbia rivers. As of 2017, Portland had an estimated population of 647,805, making it the 26th-largest city in the United States, and the second-most populous in the Pacific Northwest (after Seattle). Approximately 2.4 million people live in the Portland metropolitan statistical area (MSA), making it the 25th most populous MSA in the United States. Its Combined Statist...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Contact Center Traffic and Scheduling Analyst jobs
$59,918 to $78,051
Portland, Oregon area prices
were up 3.9% from a year ago