Contact Center Traffic and Scheduling Analyst jobs in Kansas
Contact Center Traffic and Scheduling Analyst 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 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 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 occasionally directed in several aspects of the work. Gaining exposure to some of the complex tasks within the job function. To be a Contact Center Traffic and Scheduling Analyst typically requires 2-4 years of related experience. (Copyright 2024 Salary.com)
Recently Added Contact Center Traffic and Scheduling Analyst jobs
COR Scheduling Contact Center Advisor (Remote)
- AAA Club Alliance
-
Home, KS
FULL_TIME
-
AAA Club Alliance is seeking a Contact Center COR Advisor to join our dynamic team! This position is responsible for delivering a comprehensive member experience by providing Club Owned Repair, Roadside Assistance and Membership services. The Associate will primarily schedule Club Owned Repair appointments, provide information related to Club Owned Repair services, pricing and vehicle status. In addition, the Advisor will handle inbound/outbound requests for Roadside Assistance and Membership Sales & Service.
- This is a work from home position; however, Candidates MUST live within one of the following states to be considered:
- Connecticut
- Delaware
- Indiana
- Kansas
- Kentucky
- Maryland
- New Jersey
- Ohio
- Oklahoma
- Pennsylvania
- South Dakota
- Virginia
- Washington, DC
- West Virginia
What We Can Offer You- A competitive base hourly rate; dependent upon salary zone and experience; paid biweekly.
- Paid Training
- Computer equipment provided by AAA Club Alliance and shipped to your home.
- Nearly 4 weeks of Paid Time Off during the first year
- 401(k) plan with company match up to 7%,
- Medical, Dental, Prescription, and Vision Coverage
- Wellness and Health Advocate Programs
- Life Insurance, and Flexible Spending Accounts
- and Complimentary AAA Premiere Membership just to highlight a few of the offerings.
- Operate automatic call distribution software and PC running Windows-based and Internet applications.
- Answer inbound calls, emails and messages pertaining to car care appointments / scheduling, roadside assistance and membership services.
- Understand correlation of vehicle repair type versus time to complete repair in order to maximize store availability.
- Communicate with Club Owned Repair staff and escalates issues appropriately.
- Use sound judgement to provide coupons/discounts in order to successfully retain/negotiate scheduling of repair and successful completion of work.
- Demonstrate value of membership by communicating member benefits for Club Owned Repair services and actively sells memberships to non-member customers.
- Make outbound contacts through calls, emails and messages providing follow up on Club Owned Repair appointments/services. Follows up with previous customers to schedule/recover repairs.
- Respond to membership sales calls, including processing new member sales, associate add-on memberships, Plus, Plus RV and Premier upgrades, automatic renewals and transfers.
- Meet sales and revenue targets for membership sales, upgrades, renewals, cross sale opportunities such as insurance referrals and credit card opportunities as well as any other identified cross sale opportunity.
- Process credit card payments for all new memberships, renewals, upgrades associate member add-ons and other transaction types.
- Accurately enter information, comments and complaints regarding Members’ Roadside Assistance needs, including any special service considerations, in the Roadside Assistance application. Forward complaint information to Member Relations for follow-up.
- Assist Members, utilizing AAA maps and/or a PC based map program, to determine their breakdown location or tow destination, and to provide trip routing/mileage information during non-office hours.
- Provide Members with all necessary instructions to ensure a complete understanding of the services that will be rendered, including an accurate Estimated Time of Arrival. Make decisions regarding policy exceptions.
- Suggest cross-selling opportunities that will enhance Member's experience; promote related programs as required by the Member’s individual situation.
- Other duties as assigned.
- High school degree or equivalent.
- 2 years of previous sales and/or customer service experience.
- Experience with vehicle repair preferred.
- Proven track record of exceptional performance and reliability.
- Auto club license needed for states that require for sale membership sales.
- Demonstrate a high level of engagement through a pleasant tone to provide an exceptional positive customer experience.
- Ability to provide high quality customer service and sales.
- Proficiency in written and verbal communication.
- Proficiency in navigating proprietary PC applications.
- Maintain exceptional attendance and punctuality.
- Effective analytical and oral communication skills to enable accurate completion of assignments, proper handling of problem situations and constructive interactions (inbound, outbound and written) with others.
- Ability to work independently maintaining accurate and timely follow up.
- Demonstrate Shared Values.
- Speak and write English fluently.
- Ability to quickly handle changing priorities in a high-volume contact center environment.
AAA Club Alliance (ACA) is an affirmative action - equal opportunity employer.
Our Investment In Diversity, Equity, And Inclusion
At ACA, we are committed to cultivating a welcoming and inclusive workplace of team members with diverse backgrounds and experiences to enable us to meet our goals and support our values while serving our Members and customers. We strive to attract and retain candidates with a passion for their work and we encourage all qualified individuals, regardless of race, color, gender, identity, veteran status, sexual orientation, physical ability or national origin, to apply.
Job Category
Customer Service
- 5 Days Ago
Contact Center Specialist
- Wichita Federal Credit Union
-
Wichita, KS
FULL_TIME
- DescriptionE-Branch Member Solutions Associate IICategory of EmploymentFull Time; non-exempt.Grade 5Position PurposeTo assist members over the phone with their financial transactions and identify prod...
- 2 Days Ago
Contact Center Support Specialist
- AppleOne
-
Kansas, KS
FULL_TIME
- This job offer is not available in your country. Contact Center Support Specialist Pay rate : $15.00 per hour Shift : ?Mid shift will start 12 noon or 1pm - 8-hour shift must work weekends. Will be of...
- Just Posted
Contact center representative
- MCI, LC
-
Wichita, KS
FULL_TIME
- POSITION OVERVIEW BILINGUAL CONTACT CENTER REPRESENTATIVE SUPPORTING COMMERCIAL AND PUBLIC SECTOR CLIENTS We are looking for bilingual contact center representatives to support inbound and outbound cu...
- Just Posted
Contact center rep
- Central National Bank
-
Topeka, KS
FULL_TIME
- Position Description : Cashiers, customer service reps, and customer service enthusiasts alike, we have a great opportunity for you! Central National Bank is adding a Customer Contact Center Represent...
- 10 Days Ago
Experienced Contact Center Supervisor
- MCI Full Applicant
-
Wichita, KS
FULL_TIME
- POSITION OVERVIEW Looking to work for a fast growing company? Start your career here at MCI. If you are a highly motivated individual and posses excellent communication skills, we need your help in ma...
- 1 Month Ago
Contact Center Traffic and Scheduling Analyst jobs at Popular Companies
Board Certified Behavior Analysis School 2024-2025 SY
- Epic Special Education Staffing
-
Lake Stevens, WA
- ABOUT US Together, we are the Epic Special Education Staffing family and family is how we view each member of this incre...
- 9/3/2024 12:00:00 AM
Board Certified Behavior Analyst School 2024-2025 SY
- Epic Special Education Staffing
-
Berwyn, IL
- ABOUT US Together, we are the Epic Special Education Staffing family and family is how we view each member of this incre...
- 8/21/2024 12:00:00 AM
Board Certified Behavior Analyst School 2024-2025 SY
- Epic Special Education Staffing
-
Frederick, MD
- ABOUT US Together, we are the Epic Special Education Staffing family and family is how we view each member of this incre...
- 8/21/2024 12:00:00 AM
Call Center Analyst, Work Force Management *Remote*
- Providence St. Joseph Health
-
Renton, WA
- Description Providence Health Plan caregivers are not simply valued - they're invaluable. Join our team and thrive in ou...
- 6/11/2024 12:00:00 AM
Bilingual Call Center Analyst
- Clark Creative Solutions
-
Silver Spring, MD
- Job Description Job Description We are seeking a highly motivated and customer-oriented Bilingual Call Center Representa...
- 6/11/2024 12:00:00 AM
Call Center Analyst & Scheduling Specialist
- Metlife Legal Plans
-
Cleveland, OH
- Job Description Job Description MetLife Legal Plans is currently hiring a Client Service Center Analyst & Scheduling Spe...
- 6/11/2024 12:00:00 AM
Technical Lead
- TekJobs
-
Alpharetta, GA
- Required Skills: Tier2 Support. Focus on Outage and Incident tickets passed from T1- team 12*5 and 24*7 on Call. Analyst...
- 6/8/2024 12:00:00 AM
Call Center Analyst 1
- Iron Bow Technologies
-
Manassas, VA
- Iron Bow Technologies is for people who believe trust is paramount, transformation is embraced, and the future is here, ...
- 6/8/2024 12:00:00 AM
About Kansas
Kansas /ˈkænzəs/ (listen) is a U.S. state in the Midwestern United States. Its capital is Topeka and its largest city is Wichita, with its most populated county being Johnson County. Kansas is bordered by Nebraska on the north; Missouri on the east; Oklahoma on the south; and Colorado on the west. Kansas is named after the Kansa Native American tribe, which inhabited the area. The tribe's name (natively kką:ze) is often said to mean "people of the (south) wind" although this was probably not the term's original meaning. For thousands of years, what is now Kansas was home to numerous and divers...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Contact Center Traffic and Scheduling Analyst jobs
$55,221 to $71,933