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)
CONTACT CENTER- MEMBER SERVICE REPRESENTATIVE- HYBRID
Be a part of the Charter Oak Federal Credit Union Team!
The Credit Union is looking to hire a Contact Center Member Service Representative.
A Contact Center Member Service Representative is responsible for providing outstanding member service while answering questions, solving problems, and providing solutions via the telephone, online and email.
Prior Contact Center or banking experience is required. Successful candidate must possess excellent communication and interpersonal skills. The ability to work in a fast-paced team environment is essential.
The Hybrid work schedule requires a minimum of 1 day per week in the office.
Equal Opportunity Employer Veterans/Disabled
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