Contact Center Traffic and Scheduling Analyst, Sr. jobs in New York, NY
Contact Center Traffic and Scheduling Analyst, Sr. 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, Sr. 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, Sr. 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, Sr. work is generally independent and collaborative in nature. Contributes to moderately complex aspects of a project. To be a Contact Center Traffic and Scheduling Analyst, Sr. typically requires 4-7 years of related experience. (Copyright 2024 Salary.com)
Recently Added Contact Center Traffic and Scheduling Analyst, Sr. jobs
Sr Customer Contact Center - Retirement
- ALA Voya Retirement Insurance and Annuity Company
-
New York, NY
FULL_TIME
- Together we fight for everyone’s opportunity for a better financial future. We will do this together — with customers, partners and colleagues. We will fight for others, not against: We will stand up for and champion everyone’s access to opportunities. The status quo is not good enough … we believe every individual and every community deserves access to financial opportunities. We are determined to support both individuals and communities in reaching a better financial future. We know that reaching this future depends on our actions today. Like our Purpose Statement, Voya believes in being bold and committed to action. We are committed to a work environment where the differences that we are born with — and those we acquire throughout our lives — are understood, valued and intentionally pursued. We believe that our employees own our culture and have a responsibility to foster an environment where we all feel comfortable bringing our whole selves to work. Purposefully bringing our differences together to positively influence our culture, serve our clients and enrich our communities is essential to our vision. Are you ready to join a company with a strong purpose and a winning culture? Start your Voyage – Apply Now Get to Know the Opportunity: ****Currently have 4 openings**** The Participant Services Representative answers inbound participant calls to participants in an employer sponsored retirement plan and assesses needs to provide service resolution. Through inbound calls, you will be responsible for building relationships, educating our participants on their retirement plans and responding to participant inquiries on NYC Deferred Compensation Plans such as 401(k), 457, 401(a) and IRAs. Our focus is on delivering an outstanding experience for Plan participants by simply and efficiently explaining Plan features to participants and their beneficiaries as they are guided to financial wellness and retirement readiness. Please Note: This position has been designated as a hybrid-office/home role. The office is located at 22 Cortlandt Street, New York, NY. Details of your in-office schedule will be finalized with your manager. The Contributions You’ll Make: Uses a variety of systems and tools to promptly respond to inquiries received via inbound phone lines. Provides information to callers about various features of specific Plans/ policies. Explains complex Plan features and concepts to plan participants and beneficiaries. Captures caller information on participant management system. May be required to follow up with participant to ensure service issue has been resolved. Meet with participants to discuss general account information as well as provide assistance with transactions or the completion of paperwork. Contributes to process improvement by capturing voice of the participant feedback, participating in RCPS, suggesting counter measures and processing changes. Assists managers with the review of administrative procedures to ensure consistency. Complies with all division policies and regulatory requirements. Execution of duties will necessitate a firm understanding of a variety of company policies, industry initiatives, and legal guidelines. Provides training and guidance to Participant Contact Center Representatives. Mentor to new hire classes. Participates in special projects as assigned by the manager Meets FINRA requirements to retain SIE, Series 6 and 63 registrations, including but not limited to: annual training, understanding and complying with required reporting, and staying current on FINRA and broker dealer policies and procedures. Other duties as assigned. Minimum Knowledge & Experience: High School diploma or equivalent 2 years participant service experience FINRA SIE, Series 6 and 63 or must be obtained within 120 days In depth knowledge of products Excellent verbal and written communication skills Preferred Knowledge & Experience: Bachelor’s Degree Compensation Pay Disclosure: Voya is committed to pay that’s fair and equitable, which means comparable pay for comparable roles and responsibilities. The below annual base salary range reflects the expected hiring range(s) for this position in the location(s) listed. In addition to base salary, Voya offers incentive opportunities (i.e., annual cash incentives, sales incentives, and/or long-term incentives) based on the role to reward the achievement of annual performance objectives. Please note that this salary information is solely for candidates hired to perform work within one of these locations, and refers to the amount Voya Financial is willing to pay at the time of this posting. Actual compensation offered may vary from the posted salary range based upon the candidate’s geographic location, work experience, education, licensure requirements and/or skill level and will be finalized at the time of offer. Salaries for part-time roles will be prorated based upon the agreed upon number of hours to be regularly worked. $48,330 - $60,410 USD Be Well. Stay Well. Voya provides the resources that can make a difference in your lives. To us, this means thriving physically, financially, socially and emotionally. Voya benefits are designed to help you do just that. That’s why we offer an array of plans, programs, tools and resources with one goal in mind: To help you and your family be well and stay well. What We Offer Health, dental, vision and life insurance plans 401(k) Savings plan – with generous company matching contributions (up to 6%) Voya Retirement Plan – employer paid cash balance retirement plan (4%) Tuition reimbursement up to $5,250/year Paid time off – including 20 days paid time off, nine paid company holidays and a flexible Diversity Celebration Day. Paid volunteer time — 40 hours per calendar year Learn more about Voya benefits (download PDF) Critical Skills At Voya, we have identified the following critical skills which are key to success in our culture: Customer Focused: Passionate drive to delight our customers and offer unique solutions that deliver on their expectations. Critical Thinking: Thoughtful process of analyzing data and problem solving data to reach a well-reasoned solution. Team Mentality: Partnering effectively to drive our culture and execute on our common goals. Business Acumen: Appreciation and understanding of the financial services industry in order to make sound business decisions. Learning Agility: Openness to new ways of thinking and acquiring new skills to retain a competitive advantage. Learn more about Critical Skills Equal Employment Opportunity Voya Financial is an equal-opportunity employer. Voya Financial provides equal opportunity to qualified individuals regardless of race, color, sex, national origin, citizenship status, religion, age, disability, veteran status, creed, marital status, sexual orientation, gender identity, genetic information, or any other status protected by state or local law. Reasonable Accommodations Voya is committed to the inclusion of all qualified individuals. As part of this commitment, Voya will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please reference resources for applicants with disabilities. Misuse of Voya's name in fraud schemes Voya Financial, Inc. (NYSE: VOYA), is a leading health, wealth and investment company with approximately 9,000 employees who are focused on achieving Voya’s aspirational vision: Clearing your path to financial confidence and a more fulfilling life. Through products, solutions and technologies, Voya helps its 14.7 million individual, workplace and institutional clients become well planned, well invested and well protected. Benefitfocus, a Voya company, extends the reach of Voya’s workplace benefits and savings offerings by providing benefits administration capabilities to 16.5 million individual subscription employees across employer and health plan clients. Certified as a “Great Place to Work” by the Great Place to Work® Institute, Voya is purpose-driven and committed to conducting business in a way that is economically, ethically, socially and environmentally responsible. Voya has earned recognition as: one of the World’s Most Ethical Companies® by Ethisphere; a member of the Bloomberg Gender-Equality Index; and a “Best Place to Work for Disability Inclusion” on the Disability Equality Index. For more information, visit voya.com. Voya’s values serve as our compass, bringing together our culture, performance, brand, vision, strategy and corporate responsibility activities. Our values guide our decision-making and behaviors allowing us to deliver worth to our customers, distribution partners, shareholders and each other. With a lens on balance, health & welfare, our work environment offers flexibility. The majority of our roles have adopted a hybrid schedule — working some days in the office and some days remotely, providing flexibility for work-life balance and still allowing the benefit of in-person collaboration. Some functions will continue to be 100% on-site and others may be fully remote, depending on business needs. We care We do the right thing We have customer passion We have a winning spirit We are the We Certified by the Great Place to Work® Institute as a Great Place to Work®, 2016-2023, Voya is equally committed to conducting business in a way that is socially, environmentally, economically and ethically responsible. Voya’s culture is proudly recognized by multiple organizations. See a full listing of our awards and recognition.
- 6 Days Ago
Contact Center Specialist
- Grit PPO
-
on, NY
FULL_TIME
- Company DescriptionGrit - Pest Process Outsourcing is a United States-based BPO company that focuses on the pest industry, including Pest Control, Tree & Lawn Management, and Wildlife Management compa...
- 2 Days Ago
Manager of Contact Center Operations
- Church Pension Group Services Corporation
-
New York, NY
FULL_TIME
- Description Department: Client Services Job Type: Regular Full Time Education Level: BA/BS or combination of education and experience Required Years Experience: 6 Church Pension Group (CPG) is a finan...
- 9 Days Ago
Senior Contact Center Representative
- Amalgamated Bank of NY
-
New York, NY
FULL_TIME
- Amalgamated Bank is seeking a Sr. Contact Center Representative! This is a highly visible, high-impact team responsible for every aspect of the consumer and business inbound and outbound client experi...
- 1 Month Ago
Sr. Planning and Evaluation Analyst 1 S
- CENTER FOR URBAN COMMUNITY SVC
-
New York, NY
FULL_TIME
- The Senior Planning and Evaluation Analyst helps to ensure the effectiveness of CUCS / Janian’s service programs to benefit people struggling with homelessness, poverty, and/or disabilities. This posi...
- 1 Month Ago
Sr. Consultant, Traffic Engineer
- WSP USA
-
PENN PLAZA, NY
OTHER
- Our Business WSP employees actively champion Inclusion & Diversity programs and initiatives throughout the country at the national, regional, and local levels. Here in the Northeast region, we act on ...
- 3 Days Ago
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0 Contact Center Traffic and Scheduling Analyst, Sr. jobs found in New York, NY area
Global Client Coverage Associate - Junior Banker
- BBVA
-
New York, NY
- Summary of Responsibilities: A Corporate Banking Associate is a member of a client-facing team within BBVA’s Corporate a...
- 4/26/2024 12:00:00 AM
Customer Service Representatives - Customer Service - Analysts East Syracuse , New York Contract To Hire Added - 14 hours ago
- Analysts International Corp.
-
New York, NY
- **Customer Service Representatives - Customer Service** East Syracuse, New York Contract To Hire Added - 15 hours ago **...
- 4/26/2024 12:00:00 AM
Client Services/Customer Support Analyst
- Markit Ltd
-
New York, NY
- Client Services/Customer Support Analyst in New York - West 33rd Street **Client Services/Customer Support Analyst** The...
- 4/26/2024 12:00:00 AM
Customer Service Representatives - Customer Service - Analysts East Syracuse , New York Contract To Hire Added - a day ago
- Analysts International Corp.
-
New York, NY
- **Customer Service Representatives - Customer Service** East Syracuse, New York Contract To Hire Added - a day ago **Loc...
- 4/26/2024 12:00:00 AM
Client Services Analyst - Private Equity Firm in Midtown
- Coda Search│Staffing
-
New York, NY
- Our client, a leading private equity firm, is looking to add a Client Services Analyst to their growing New York City te...
- 4/25/2024 12:00:00 AM
Customer Service Representatives - Customer Service - Analysts East Syracuse , New York Contract To Hire Added - 6 hours ago
- Comforcehealth
-
New York, NY
- **Customer Service Representatives - Customer Service** East Syracuse, New York Contract To Hire Added - 7 hours ago **L...
- 4/24/2024 12:00:00 AM
Customer Service Representatives - Customer Service - Analysts East Syracuse , New York Contract To Hire Added - 4 hours ago
- Massgenics
-
New York, NY
- **Customer Service Representatives - Customer Service** East Syracuse, New York Contract To Hire Added - 11 hours ago **...
- 4/24/2024 12:00:00 AM
Senior Director Analyst - Customer Service Technology, US or Canada remote
- Gartner Inc.
-
New York, NY
- Senior Director Analyst - Customer Service Technology, US or Canada remote **Senior Director Analyst - Customer Service ...
- 4/24/2024 12:00:00 AM
About New York, New York
The City of New York, usually called either New York City (NYC) or simply New York (NY), is the most populous city in the United States. With an estimated 2017 population of 8,622,698 distributed over a land area of about 302.6 square miles (784 km2), New York is also the most densely populated major city in the United States. Located at the southern tip of the state of New York, the city is the center of the New York metropolitan area, the largest metropolitan area in the world by urban landmass and one of the world's most populous megacities, with an estimated 20,320,876 people in its 2017 M...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Contact Center Traffic and Scheduling Analyst, Sr. jobs
$78,932 to $107,024
New York, New York area prices
were up 1.6% from a year ago
were up 1.6% from a year ago