Contact Center Traffic and Scheduling Analyst, Sr. jobs in Trenton, NJ

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
  • NJM Insurance Group
  • Trenton, NJ FULL_TIME
  • External Job Description

    There's never been a better time to join NJM! With a nationally ranked reputation for outstanding customer service and a history that spans more than a century, NJM is a leading provider of worker's compensation, automobile, and homeowner's insurance in New Jersey.

    It is an exciting time to join NJM as we are expanding into other states.

    Become a member of our team and you'll be part of company who operates for the benefit of its policyholders and is committed to maintaining the highest levels of service.

    Team members are offered a competitive compensation package and benefits including : a 401k plan, health coverage, a generous paid time off plan, and much more!

    The representative provides timely customer service via incoming telephone calls in an automated call delivery environment.

    They assist with responding to inquiries from direct written policy holders, agents, regulatory agencies, and internal sources.

    They assume ownership and timeliness in handling customer inquiries and policy change requests in an efficient, accurate and professional manner.

    Job Responsibilities :

    Responds promptly and accurately to inquiries from policyholders, brokers, regulatory agencies and internal through all available means of contact.

    Communicates with customers to review coverages, obtain and review pertinent information essential to underwriting commercial lines risks.

    The representative may handle coverage verifications, requests for identification cards, certificates of insurance and reinstatement requests based on Level of Authority.

    The representative may also prepare special letters to address underwriting concerns and enter data for mid-term changes and renewals.

    Works directly with our sales department to provide customer assistance with inquiries related to exposure pricing and coverage verification.

    Sets up appropriate Policy Center activities for required future action.

    Exercises independent judgment in reviewing exposures to ensure they fall within established level of authority guidelines.

    Demonstrate the ability to analyze information to make appropriate decisions and solve problems.

    Learn basics for Property and Casualty insurance principals and company products.

    Navigate multiple systems and applications to research, analyze and resolve customer inquiries.

    Maintain established levels of productivity and quality standards within a fast-paced environment.

    Process assigned work and handle call volumes within the established timeframe.

    Works well with both internal / external business partners to provide quality products and services for our customers.

    Assists with training internal staff as needed.

    Provides back-up to operations staff on an as needed basis.

    Works on special projects and assignments and completed other duties as assigned.

    Required Qualifications and Experience

    Strong customer service skills including oral and written communication.

    Experience in a call center or customer service environment a plus.

    Knowledge of customer service principles and practices.

    Strong communication, interpersonal and writing skills.

    Ability to work independently and in a team to complete assignments in a timely manner.

    Strong organizational skills, ability to handle multiple priorities; must be detail oriented.

    Demonstrated commitment to team and departmental goals.

    Ability to make informed decisions, achieving the appropriate results.

    Strong decision-making capabilities.

    Excellent data entry skills are required.

    Experience with BOP, CPP, WC, CGL and UM a plus.

    Proficiency in using computers, Microsoft Office Suite, and automated insurance processing systems.

    Bachelor's Degree preferred or minimum of 2 years working experience in Commercial Property and Casualty Insurance.

    Property & Casualty License preferred (training will be provided with the expectation that a license will be obtained within the first 6 months of employment)

    Legal Disclaimer : NJM is proud to be an equal opportunity employer. We are committed to attracting, retaining and promoting a diverse and inclusive workforce that is fully representative of the diversity that exists in the communities in which we do business.

    Last updated : 2024-03-24

  • 3 Days Ago

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Contact center manager
  • Sierra Solutions Group
  • Princeton, NJ FULL_TIME
  • Job SummaryWe are looking for a Contact Center Services Manager for our Pharmaceutical client in the Princeton area. Primary Responsibilities Management and oversight of an outsourced pharmaceutical C...
  • 24 Days Ago

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Supervisor, Contact Center
  • MetaSource
  • Bristol, PA FULL_TIME
  • DescriptionWhat does a Contact Center Supervisor Do? As the Contact Center Supervisor, your role is pivotal in orchestrating resources and performing key leadership tasks. These tasks include service ...
  • 11 Days Ago

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Sr. Manager, Planning & Scheduling
  • JLL
  • Princeton, NJ FULL_TIME
  • What this job involves - Join JLL for a great opportunity to support a world class life sciences client. The Sr. Manager, Planning & Scheduling is a new investment role and will be responsible for the...
  • 12 Days Ago

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Commercial Customer Contact Center Rep
  • NJM Insurance
  • Trenton, NJ FULL_TIME
  • IntroductionPersonal, compassionate service is what we’re known for at NJM. We seek the best and brightest to help our customers when they need us most. As part of the NJM team, you'll not only enjoy ...
  • 6 Days Ago

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Contact Center Representative (Fulltime, in-office)
  • MetaSource
  • Bristol, PA FULL_TIME
  • DescriptionThe Customer Contact Center Representative is responsible to help customers with their questions about products and programs for our Personal Lending client. This role is expected to provid...
  • 1 Month Ago

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0 Contact Center Traffic and Scheduling Analyst, Sr. jobs found in Trenton, NJ area

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z/OS Mainframe MQSeries Systems Programmer (Hybrid - Flexible Options)
  • Broadridge Financial Solutions
  • Trenton, NJ
  • At Broadridge, we've built a culture where the highest goal is to empower others to accomplish more. If youre passionate...
  • 3/28/2024 12:00:00 AM

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Business Analyst (Information Technology Analyst 2)
  • New Jersey Courts
  • Trenton, NJ
  • Salary: See Position Description Location : Trenton, NJ Job Type: Full Time Remote Employment: Flexible/Hybrid Job Numbe...
  • 3/28/2024 12:00:00 AM

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Financial Systems Analyst
  • nrg
  • Princeton, NJ
  • At NRG, we’re bringing the power of energy to people and organizations by putting customers at the center of everything ...
  • 3/28/2024 12:00:00 AM

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Compliance Coordinator
  • Innova solutions
  • Lawrence Township, NJ
  • Innova Solutions is immediately hiring for anCompliance Coordinator Tittle - Compliance Coordinator Duration: 12 months ...
  • 3/26/2024 12:00:00 AM

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Immediate Hire Technician Marketing Skills & Data regulatory analyst
  • Family Specialty Pharmacy
  • Princeton Junction, NJ
  • Job Description Job Description We are seeking a reliable and Dependable Person with good communication skills in Pharma...
  • 3/26/2024 12:00:00 AM

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Fraud QA- Debit Card Fraud
  • Diverse Lynx
  • Princeton, NJ
  • Position: Fraud QA- Debit Card Fraud Location: San Antonio, TX JD: Monitor and analyze debit card transaction in real ti...
  • 3/26/2024 12:00:00 AM

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Cybersecurity Engineering Supervisor (Administrative Supervisor 4)
  • New Jersey Courts
  • Trenton, NJ
  • Salary: See Position Description Location : Trenton, NJ Job Type: Full Time Remote Employment: Flexible/Hybrid Job Numbe...
  • 3/25/2024 12:00:00 AM

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Front End (Angular) Developer
  • Innova Solutions
  • Pennington, NJ
  • Position type: Full-time -- Contract Location: Hybrid - Pennington, NJ 08534 No Corp to Corp. W2 contractors only please...
  • 3/24/2024 12:00:00 AM

According to the United States Census Bureau, the city had a total area of 8.155 square miles (21.122 km2), including 7.648 square miles (19.809 km2) of land and 0.507 square mile (1.313 km2) of water (6.21%). Several bridges across the Delaware River – the Trenton–Morrisville Toll Bridge, Lower Trenton Bridge and Calhoun Street Bridge – connect Trenton to Morrisville, Pennsylvania, all of which are operated by the Delaware River Joint Toll Bridge Commission. Trenton is located near the exact geographic center of the state, which is 5 miles (8.0 km) located southeast of Trenton. The city is so...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Contact Center Traffic and Scheduling Analyst, Sr. jobs
$73,418 to $99,549
Trenton, New Jersey area prices
were up 1.5% from a year ago