Contact Center Traffic and Scheduling Analyst, Sr. jobs in Fairfield, CT

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

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Sr Business Analyst
  • Resource1
  • Trumbull, CT FULL_TIME
  • Our client is seeking a Sr. Business Analyst, Product Systems for a full-time perm position.
    Scope:
    The Senior Business Analyst provides strategic business analysis services to business partners. The focus of this position is to work closely with the business units to gain in-depth understanding of customer's business strategy, processes, services, roadmap and the context in which the business operates.
    Job Summary:
    We are looking for a Sr. Business Analysts to support the implementation of new functionality and ongoing technical support of Product Systems (for example PLM, LIMS, eQMS, ERP).
    The Sr. BSA is responsible for enabling business readiness by helping End Users understand system capability and relate it to their business processes. Their most critical role is in enabling process documentation and thorough testing of the Product System. The BSA will also support ongoing training and optimization efforts. A background in Medical Device Product related systems is a big plus.
     Essential Functions & Accountabilities:
    ·         Meet with senior management and internal stakeholders to investigate and accurately document business requirements (end-to-end processes flows, business scenarios, Work Instructions, and SOPs)
    ·         Gain approval from stakeholders on business requirements and serve as a point of communication for the business to channel their requests for enhancements and changes, to the business team. 
    ·         Lead preparation of demonstrations and system walk-throughs for new releases, change requests, and optimization phase design and build.
    ·         Perform testing on Product System to confirm correct implementation of the requirements and coordinate UAT testing among business users as needed. 
    ·         Accurately convey the business requirements to the technical team for implementation 
    ·         Clearly document changes for submission to the Change Approvals Board (CAB) 
    ·         Hypercare - Be the first point of contact for issues, triage any reported issues, handle whatever can be addressed through training and leveraging existing system functionality etc. or escalate them to the appropriate team member for resolution.
    ·         Provide 1:1 or small group support for users who need assistance in using Product Systems 
    ·         Setup monthly feedback sessions with users to gather feedback and provide previews of upcoming changes.
    ·         Ensure that changes are documented in user guides and collaborate with Training leads to updated training materials. 
     
    Travel:
    Travel up to 25% may be required.
     
    Qualifications
    Knowledge, Skills and Abilities:
    ·         7 years’ experience managing cloud-based Product System implementations.  Experience with RA/QA, Operations, and Customer Service, is desirable.
    ·         Must have experience working on large scale projects as well as handling day-to-day operational requests from the business.
    • Lead or participate in multiple projects by completing and updating project documentation.
    • Identify, create and facilitate process design changes by conducting business and systems process analysis and design at a complex level.
    • Focusing on quality improvement and data management while ensuring data is reliable and valid
    • Develop process improvements by re-engineering and/or integrating new systems and processes with existing ones.
    • partnering with internal and external customers to ensure systems provided meet the long-term business strategies.
    ·         Demonstrated ability to learn new systems and applications quickly. 
    ·         Ability to lead requirements gathering meetings and gain feedback and input from all participants, and report on the outcome of meetings. 
    • Provide project level analysis – producing required project analysis documentation (business requirements, scope matrix, use cases, sequence diagrams, future state proposals, UAT plan)
    • Collaborate closely with developers to implement the requirements, provide necessary guidance to testers during QA process.
    ·         Excellent written and verbal communication skills in English.
    ·         Software proficiency including:
    • Ability to use standard Microsoft Office apps to document changes, create business presentations.
    • Expert using data analytic tools – proficient in SQL, advanced excel (VLOOKUP, Pivot tables, Graphing functions)
    • Knowledge of Reporting tools (ex. Power BI) and hands-on experience using dashboards, reports, and data imports and exports for business use 
    ·         Able to understand business processes and document these processes using Visio or other flow-chart tools. 
    ·         Strong project management, ability to successfully manage multiple tasks at any given point, strong relationship building skills & communication skills.  PMP certification is a plus.
     
    Experience:
    ·         7 years’ experience managing cloud-based Product System implementations. 
    • Experience with RA/QA, Operations, and Customer Service, is preferred.
    • Experience in MasterControl, Windchill, Compliance Wire, and Microsoft Dynamics a strong plus
    ·         Extensive experience in designing and implementing Product Related solutions for global Medical Device or Pharmaceutical organizations.
    ·         Experience gathering business, technical, and functional requirements.
    Education:
    ·         BA (or equivalent) in Engineering, Computer Science or Business Administration preferred.
    ·         PMP or equivalent certification a plus.
  • 6 Days Ago
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Air Traffic Control Specialist
  • Midwest Air Traffic Control Service, Inc.
  • Bridgeport, CT FULL_TIME
  • We seek a highly responsible professional to perform technical work in the operation of air traffic control services at our Bridgeport Airport (BDR). Work involves the responsibility for planning, dir...
  • 19 Days Ago
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Scheduling Coordinator
  • Utopia Home Care
  • Bridgeport, CT FULL_TIME
  • JOIN OUR TEAM!!! Utopia Home Care is a Medicare certified, state licensed, medical home care agency that provides in-home nursing, therapy, and home health aide services throughout Connecticut. We hav...
  • 26 Days Ago
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Global Security Operations Center is seeking a Physical Security Analyst
  • Vertriax Security Solutions
  • Westport, CT FULL_TIME
  • Job Summary:The GSOC is the 24x7x365 hub for incident management and response in a fast-paced environment. As a physical security analyst, you will be responsible for monitoring access control video s...
  • 30 Days Ago
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Traffic Control Flagger
  • AWP Safety
  • Stratford, CT FULL_TIME
  • Company DescriptionUnlock Your Career Potential in Traffic Safety with AWP Safety – America’s Leading Traffic Management Company!Overview: AWP Safety is on the lookout for motivated individuals to emb...
  • 23 Days Ago
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Customer Service Call Center Operator
  • St. Vincent's Medical Center
  • Bridgeport, CT FULL_TIME
  • Description Job Schedule: Part Time Standard Hours: 8 Job Shift: Shift 2 Shift Details: Call Center operator weekend position. Every other Saturday and Sunday from 3:30pm -12am. Work where every momen...
  • 1 Month Ago
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0 Contact Center Traffic and Scheduling Analyst, Sr. jobs found in Fairfield, CT area

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Staff Nurse
  • Rutgers University
  • Stratford, CT
  • Below you will find the details for the position including any supplementary documentation and questions you should revi...
  • 4/24/2024 12:00:00 AM
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Travel Nurse RN - Hospice - $2,085 per week
  • Hiring Now!
  • Milford, CT
  • Supplemental Health Care is seeking a travel nurse RN Hospice for a travel nursing job in Milford, Connecticut. Job Desc...
  • 4/24/2024 12:00:00 AM
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Research Associate I
  • Rutgers University
  • Stratford, CT
  • Below you will find the details for the position including any supplementary documentation and questions you should revi...
  • 4/23/2024 12:00:00 AM
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Grand Central/Prelude System Analyst
  • Yale New Haven Health
  • Stratford, CT
  • Overview: To be part of our organization, every employee should understand and share in the YNHHS Vision, support our Mi...
  • 4/23/2024 12:00:00 AM
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Workforce Management Application Analyst I
  • Yale New Haven Health
  • Stratford, CT
  • Overview: To be part of our organization, every employee should understand and share in the YNHHS Vision, support our Mi...
  • 4/23/2024 12:00:00 AM
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Global Soybean & Meal Lead Analyst
  • Louis Dreyfus Company
  • Wilton, CT
  • Company Description Louis Dreyfus Company is a leading merchant and processor of agricultural goods. Our activities span...
  • 4/22/2024 12:00:00 AM
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Telephone System Analyst (Customer Service System Analyst)
  • Internal Revenue Service
  • Holtsville, NY
  • Summary Click on "Learn more about this agency" button below to view Eligibilities being considered and other IMPORTANT ...
  • 4/21/2024 12:00:00 AM
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Locum Tenens Nurse Practitioner - Urgent Care - $80 per hour
  • Hiring Now!
  • Milford, CT
  • Jackson and Coker is seeking a Nurse Practitioner Urgent Care for a locum tenens job in Milford, Connecticut. Job Descri...
  • 4/21/2024 12:00:00 AM
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About Fairfield, Connecticut

The town is on the shore of Long Island Sound. According to the United States Census Bureau, the town has a total area of 31.3 square miles (81 km2), of which 30.0 square miles (78 km2) is land and 3.4 square kilometres (1.3 sq mi), or 4.15%, is water. The Mill River, the waters of which feed Lake Mohegan, flows through the town. Fairfield consists of many neighborhoods. The best known are wealthy Southport, where General Electric Chief Executive Officer Jack Welch lived for many years, and Greenfield Hill, with its large areas, famous dogwood trees, and picturesque green with its white-spi...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Contact Center Traffic and Scheduling Analyst, Sr. jobs
$76,567 to $103,817
Fairfield, Connecticut area prices
were up 1.7% from a year ago
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