Contact Center Traffic and Scheduling Analyst, Sr. jobs in Orlando, FL

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)

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Contact Center Supervisor - Orlando
  • Inktel Contact Center Solutions
  • Orlando, FL FULL_TIME
  • Our mission is to create a world-class customer service experience with every customer. We train to be our best every day. Our company practices and instills excellence in everything that we do.If you’re up to this challenge, we want to meet you.

    Our dynamic Operations Team is currently in search of a Supervisor. This position will report directly to an Operations Manager. The successful candidate will:

    • Love to tackle challenges and develop innovative solutions to address those challenges
    • Be self-driven to achieve excellence in everything they do
    • Be motivated, reliable, and persistent
    • Have strong ethics and integrity
    • Be enthusiastic, have a positive mindset, and know how to have fun
    • Continually be growing by setting and obtaining personal goals and challenges
    • Have a passion for world-class customer service
    • Have raving fans in past employers
    • Able to work successfully with a diverse group of people and be a team-player

    Education & Experience:

    • 2-5 years of contact center or customer service experience with a minimum of two years in a leadership/management role
    • Experience developing others through active coaching, providing actionable feedback, and demonstrating hands-on leadership
    • Experience with social media management and providing customer service online via chat is a plus!
    • Experience working in a fast-paced environment with changing priorities and goals

    Knowledge, Skills, and Abilities

    • Strong understanding of the contact center environment and the key levers to enhance performance and achieve client and financial targets
    • Clear, concise and effective communication skills (both oral and written)
    • A solution-oriented and positive mindset that openly embraces change and stretch goals.
    • Strong organizational skills with an ability to prioritize objectives with little-to-no assistance, find issues and create and execute on solutions that address those issues.
    • An ability to create clear accountabilities and hold yourself and your team to those accountabilities.
    • Ability to multitask and thrive in a fast-paced, high-pressure environment.
    • An ability to inspire and motivate your team and create a highly engaged, committed, and empowered workforce Responsibilities
    • Lead a team of 12-18 direct reports; coach, develop, and motivate them to ensure that they are providing world-class customer service on all customer interactions, delivering on their commitments, and maximizing their potential
    • Oversee the day-to-day operation of your assigned program and ensure that program goals, such as service level, quality, and staffing, are met
    • Drive a culture of accountability, continuous improvement, and personal excellence
    • Communicate key messages effectively to ensure that direct reports are well informed about issues that may impact them or their customers
    • Praise and share feedback with direct reports regarding their performance; suggest improvements, changes, or updates when applicable
    • Work constructively with other functional areas throughout the organization, such as quality assurance, training, and recruiting, to share ideas and leverage best practices
    • Develop and audit quality assurance strategies to ensure the delivery of world-class service
    • Be an ambassador for Inktel’s culture – role model our values in everything you do
    • Be a subject matter expert on your client’s business. Earn their respect by demonstrating your knowledge and commitment to their program in all interactions.
    • Implement startegies to ensure attrition remains at an acceptable level.

    Salary & Benefits:

    The compensation package for this position includes a competitive base salary commensurate with experience, as well as a comprehensive benefits package of medical, dental, short/long term disability, life insurance, personal time off, and a 401K plan.

    Inktel is proud to be an Equal Opportunity Employer and Drug Free workplace. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, among other things, or status as a qualified individual with disability.

     

    #LI-LP1

  • 10 Days Ago

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Contact Center Supervisor - Orlando
  • Inktel Contact Center Solutions
  • Orlando, FL FULL_TIME
  • Our mission is to create a world-class customer service experience with every customer. We train to be our best every day. Our company practices and instills excellence in everything that we do.If you...
  • 1 Month Ago

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Contact Center Representative
  • Launch Credit Union
  • Titusville, FL FULL_TIME
  • Position Summary This position allows for an optional hybrid work arrangement which includes a combination of both in-office and remote work on a weekly basis. To be eligible for the program, employee...
  • 24 Days Ago

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Contact Center Supervisor
  • AdventHealth Medical Group Central FL
  • Maitland, FL FULL_TIME
  • Description Remote Call Center Supervisor - AdventHealth Medical Group Call Center All the benefits and perks you need for you and your family: Benefits from Day One Paid Days Off from Day One Student...
  • 24 Days Ago

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Contact Center Agent
  • Long Home Products
  • Lake, FL FULL_TIME
  • Long Home Products an industry leader in the Home Improvement industry since 1945 is seeking a Contact Center Agent with sales experience to join our amazing team in Lake Mary, FL! Starting at $16.50 ...
  • 24 Days Ago

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Contact center representative
  • Jackson Hewitt
  • Casselberry, FL FULL_TIME
  • At Jackson Hewitt, and its independently owned and operated franchisees, we provide an invaluable service in guiding our clients through the tax codes, rules, and processes. We do this with integrity,...
  • 4 Days Ago

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0 Contact Center Traffic and Scheduling Analyst, Sr. jobs found in Orlando, FL area

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EPIC HIM Application Analyst (100% REMOTE/NO C2C)
  • Amerit Consulting
  • Orlando, FL
  • Our client, a Medical Center facility under the aegis of a California Public Ivy university and one of largest health de...
  • 3/29/2024 12:00:00 AM

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Sr. Project Financial Controller
  • Hays
  • Orlando, FL
  • Sr. Project Financial Controller Contract Orlando, FL $85.00-$99.00/hr. The final salary or hourly wage, as applicable, ...
  • 3/29/2024 12:00:00 AM

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IT Support Analyst with a law firm
  • ESP Legal
  • Orlando, FL
  • JOB TITLE: IT Support Specialist (4 days remote/ 1 day onsite) This person can be based in Atlanta, Chicago, New York, N...
  • 3/28/2024 12:00:00 AM

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Epic Interface Analyst (HIM Coding/3M CAC Application Analyst) - 100% Remote
  • Amerit Consulting
  • Orlando, FL
  • 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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Senior Media Analyst
  • Net Conversion
  • Orlando, FL
  • *This role is to be performed in the Orlando FL or Charlotte, NC office. If you are not located in any of these location...
  • 3/28/2024 12:00:00 AM

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EPIC HIM Application Analyst (100% REMOTE/NO C2C)
  • Amerit Consulting
  • Orlando, FL
  • 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
  • Orlando, FL
  • 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 Financial Analyst
  • Laser Photonics
  • Orlando, FL
  • Job Description Job Description Please NO Recruiter, No Calls, No Solicitations NO Hybrid, NO Remote position- office se...
  • 3/28/2024 12:00:00 AM

Orlando (/ɔːrˈlændoʊ/) is a city in the U.S. state of Florida and the county seat of Orange County. Located in Central Florida, it is the center of the Orlando metropolitan area, which had a population of 2,509,831, according to U.S. Census Bureau figures released in July 2017. These figures make it the 23rd-largest metropolitan area in the United States, the sixth-largest metropolitan area in the Southern United States, and the third-largest metropolitan area in Florida. As of 2015, Orlando had an estimated city-proper population of 280,257, making it the 73rd-largest city in the United State...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Contact Center Traffic and Scheduling Analyst, Sr. jobs
$63,940 to $86,697
Orlando, Florida area prices
were up 1.5% from a year ago