Contact Center Traffic and Scheduling Analyst jobs in Oregon
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
Contact Center Solution Architect
- Sky Consulting Inc.
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Tualatin, OR
CONTRACTOR
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This is a W2 contract, Hourly rate with Medical Dental Vision benefit. No Sponsorship is available now or in the future. (No C2C or 3rd party sales recruiter enquiries)
Title: Senior Solutions Architect
Location: Tualatin, OR
Duration: 6 month contract
HYBRID- Work Hours: 40 hours. Local for now This position has the opportunity for an extension or FTE.
Overview
Certification Requirements (Any Preferences): Cisco Certified Solutions Architect, AWS Certified Solutions Architect, Genesys Certified Architect, or similar are a plus.
We are looking for an experienced Contact Center Solution Architect to join our Customer Application team.
As the Solution Architect, we are seeking someone to play a critical role in designing, implementing, and optimizing contact center solutions for our clients. The role will design and develop the architecture (integrated process, applications, data, and technology) solutions to our Contact Center Operations problems in alignment with the enterprise architecture direction and standards. This role will perform technical planning, architecture development and modification of specifications.
Client recently implemented and upgraded to Cisco WxCCE and we seek to leverage the new cloud platform and continue to reduce the complexity and increase reliability of our systems. We are also continuing to focus on advancing functions to support our Contact Center Advisors and Customers, leveraging GenAI and maximizing our use of our applications.
This role will be responsible for researching and developing specifications for new products/services, applications, and service offerings on this new technology stack. This work will result in a technology roadmap for the future.
Roles & Responsibilities
Key Responsibilities:- Solution Design: Design end-to-end contact center solutions based on client requirements, industry best practices, and emerging technologies.
- Technical Leadership: Provide technical leadership and guidance to teams, including managed services vendors.
- Requirements Analysis: Collaborate with application administrators and stakeholders to gather and analyze business requirements, translating them into technical solutions and architecture designs.
- Technology Evaluation: Evaluate and recommend contact center technologies, platforms, and tools that align with business goals, customer needs, and industry standards.
- Integration and Customization: Define integration strategies and oversee the integration of contact center solutions with CRM systems, IVA systems, and other enterprise applications.
- Performance Optimization: Optimize contact center performance by identifying bottlenecks, optimizing workflows, and implementing performance tuning strategies.
- Security and Compliance: Ensure contact center solutions comply with security standards, data protection regulations, and industry best practices for information security and privacy.
- Documentation and Training: Create technical documentation, architecture diagrams, and training materials for internal teams and clients on contact center solutions and best practices.
- Continuous Improvement: Stay updated with the latest trends, technologies, and innovations in contact center solutions, recommending enhancements and improvements to existing systems and processes.
Required Skills
Is utilities experience required? (Y/N) N
Qualifications- Proven experience as a Solution Architect or Technical Lead with a focus on contact center solutions.
- Strong knowledge of contact center technologies, including IVR systems, ACD systems, CTI integrations, workforce management, and reporting/analytics tools.
- Experience with contact center platforms such as Cisco, or similar.
- Proficiency in cloud-based contact center solutions, such as Cisco Cloud, AWS Connect, Twilio Flex, or Genesys Cloud.
- Expertise in designing scalable and resilient architectures, including high availability, disaster recovery, and load balancing.
- Excellent communication, presentation, and stakeholder management skills.
- Ability to work collaboratively in a cross-functional team environment and lead technical discussions and workshops.
Certification Requirements (Any Preferences): Cisco Certified Solutions Architect, AWS Certified Solutions Architect, Genesys Certified Architect, or similar are a plus.
How many years of experience are you looking for?: 5 - Just Posted
Contact Center Representative
- OnPoint Community Credit Union
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Portland, OR
FULL_TIME
- Overview Not just a Customer Service Representative, but a Contact Center Representative! We (OnPoint Community Credit Union) are a not-for-profit financial institution and are Member owned. That’s ri...
- 9 Days Ago
Contact Center Manager
- Kaiser Permanente
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Hillsboro, OR
FULL_TIME
- Job Summary: Serves as the strategic, operational and administrative leader for assigned lines of business in a highly specialized Contact Center environment. Develop and maintain efficient ongoing op...
- 9 Days Ago
Contact Center Specialist or Officer
- Maps Credit Union
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Salem, OR
FULL_TIME
- DescriptionMaps Credit Union seeks a Contact Center Specialist or Officer to provide exceptional service and information to members regarding Credit Union products or services, member transactions, an...
- 10 Days Ago
Contact Center Supervisor
- NBLY - Mr. Rooter Plumbing Of Portland & Vancouver
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Gladstone, OR
FULL_TIME
- At Mr. Rooter Plumbing you can lead a high-performing, customer-facing team that is the heartbeat of our businessAre you ready to build on your call center and customer service career experiences and ...
- 2 Months Ago
Contact Center Solution Architect
- Mavensoft Technologies, LLC.
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Tualatin, OR
FULL_TIME
- Role: Contact Center Solution Architect Duration: 7 Months Location: Tualatin, OR (Hybrid) Key Skills: Solution Design, Cisco Cloud, AWS Connect, Twilio Flex, or Genesys Cloud, IVR systems, ACD system...
- 2 Months Ago
Contact Center Traffic and Scheduling Analyst jobs at Popular Companies
Bilingual Call Center Analyst
- Clark Creative Solutions
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Silver Spring, MD
- Job Description Job Description We are seeking a highly motivated and customer-oriented Bilingual Call Center Representa...
- 6/1/2024 12:00:00 AM
Lead Call Center Analyst
- Department Of The Treasury
-
Birmingham, AL
- Duties As a Lead Call Center Analyst, you will: * Serve as Team Leader. Communicate and integrate the branches strategic...
- 5/30/2024 12:00:00 AM
Lead Call Center Analyst
- Department Of The Treasury
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Washington, DC
- Duties As a Lead Call Center Analyst, you will: * Serve as Team Leader. Communicate and integrate the branches strategic...
- 5/30/2024 12:00:00 AM
Lead Call Center Analyst
- Department Of The Treasury
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Philadelphia, PA
- Duties As a Lead Call Center Analyst, you will: * Serve as Team Leader. Communicate and integrate the branches strategic...
- 5/30/2024 12:00:00 AM
Lead Call Center Analyst
- Department Of The Treasury
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Kansas City, MO
- Duties As a Lead Call Center Analyst, you will: * Serve as Team Leader. Communicate and integrate the branches strategic...
- 5/30/2024 12:00:00 AM
Lead Call Center Analyst
- Department Of The Treasury
-
Hyattsville, MD
- Duties As a Lead Call Center Analyst, you will: * Serve as Team Leader. Communicate and integrate the branches strategic...
- 5/30/2024 12:00:00 AM
Call Center Analyst 1
- Iron Bow Technologies
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Manassas, VA
- Iron Bow Technologies is for people who believe trust is paramount, transformation is embraced, and the future is here, ...
- 5/29/2024 12:00:00 AM
Lead Call Center Analyst
- Bureau of the Fiscal Service
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Birmingham, AL
- Summary PLEASE NOTE: Based on the current hiring restrictions, selectees may be subject to additional approvals prior to...
- 5/29/2024 12:00:00 AM
About Oregon
Oregon (/ˈɒrɪɡən/ (listen) ORR-ih-gən) is a state in the Pacific Northwest region on the West Coast of the United States. The Columbia River delineates much of Oregon's northern boundary with Washington, while the Snake River delineates much of its eastern boundary with Idaho. The parallel 42° north delineates the southern boundary with California and Nevada. Oregon is one of only four states of the continental United States to have a coastline on the Pacific Ocean.
Oregon was inhabited by many indigenous tribes before Western traders, explorers, and settlers arrived. An autonomous government ...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Contact Center Traffic and Scheduling Analyst jobs
$58,778 to $76,563