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)
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, directing, and coordinating the air traffic control system for the airport and surrounding airspace in accordance with FAA regulations. The work is performed with a high degree of independence under the overall supervision of the Air Traffic Manager.
Air Traffic Control Specialists (ATCS) control air traffic on and within the vicinity of the airport according to established procedures and policies to prevent collisions and minimize delays arising from traffic congestion. The incumbent is responsible for the safe, orderly, and expeditious movement of air traffic through the nation's airspace. ATCS duties include:
· Answering radio calls from arriving and departing aircraft.
· Issuing landing/takeoff instructions.
· Issuing information such as runway to use, wind velocity and direction, visibility, taxiing instructions, and pertinent data on other aircraft operating in vicinity.
· Issuing air traffic clearances.
· Providing advice based on their own observations and information from the National Weather Service, IFR control facilities, flight service stations, pilots, and other sources.
· Taking and disseminating weather observations at Limited Aviation Weather Reporting Station (LAWRS).
· Transferring control of aircraft to receiving facilities when aircraft leave their airspace, and receiving control of aircraft coming into their airspace.
· Operating various types of equipment such as: radios, telephones, interphones, computer systems, radar, recording systems, weather equipment, light guns, airport/runway lighting systems, and backup equipment.
· Alerting airport emergency crews and other designated personnel when aircraft are having flight difficulties.
· Coordinating with and issuing instructions to airport vehicles and personnel.
· Maintaining and disseminating records of daily operations.
· Conduct OJT-Instruction, as required.
Job Type: Full-time
Pay: $70,000.00 - $90,000.00 per year
Benefits:
Schedule:
License/Certification:
Work Location: In person
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