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)
At BayCare, we are proud to be one of the largest employers in the Tampa Bay area. Our network consists of 16 community-based hospitals, a long-term acute care facility, home health services, outpatient centers and thousands of physicians. With the support of more than 30,000 team members, we promote a forward-thinking philosophy that’s built on a foundation of trust, dignity, respect, responsibility and clinical excellence.
Summary:
The Contact Center Specialist provides an outstanding and differentiating customer experience by understanding and responding appropriately to stated and unstated customer needs. This includes communicating in a professional manner while utilizing all available resources and technology in service to both internal and external customers such as patients, their support team, and the interdisciplinary care team. The Contact Center Specialist must deliver effective, customer-centric support across multiple channels of communication (i.e., phone, email, and chat) while supporting all contact center programs. To maintain current knowledge of BayCare and contact center processes, the team member in this role is expected to continue learning, developing, and building on the foundational skill set of a Contact Center Specialist, which include problem solving, emotional intelligence, ability to use positive language, knowledge of the patient menu, and knowledge of therapeutic foods, nutrition supplements, and therapeutic diet orders. The Contact Center Specialist collaborates remotely with various food service operations to better serve our patients. The Contact Center Specialist receives regular feedback from the supervisor; the team member in this role must be receptive to this feedback and willing to hone skills and enhance performance on a continual basis. This role offers value to BayCare by providing superior customer service through the contact center while enabling BayCare to offer world class hospitality experience to its customers seeking support with meal service. This position is in a contact center environment and schedules may include morning, evening, and/or weekend work. Required Specific Skills are: Active Listening; Adaptability; Conflict Resolution; Creativity; Decision-making; Dependability; Effective Communication; Empathy; Organization; Knowledge of Product; Basic Computer Skills (word, excel, outlook); and Willingness to Learn.
Minimum Qualifications:
BayCare Health System, Food And Nutrition Services-MPM
Location: Morton Plant
Status: Full Time, Exempt: No
Shift Hours: Varies
Shift: Shift 4
Shift 1 = Days, 2 = Evenings, 3 = Nights, 4 = Varies
Weekend Work: Every
On Call: No
How often will this team member be working remotely? Always
Equal Opportunity Employer Veterans/Disabled
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