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)
Are you a Contact Center Associate who is looking to join one of the top companies within the Consumer Banking industries?
Are you looking to further your career and grow?Do you have experience in customer service including call Center environment?
If you answered yes to those three questions, then apply today!Acara Solutions is seeking highly qualified candidates to work On-Site with our Client in Melbourne, FL.
Interested? Here's what you'd do : -To act as a representative of clients and provide exceptional quality service for members.
APPLY TODAY About Acara SolutionsAcara is a premier provider of recruiting and workforce solutions-we help companies compete for talent.
With a legacy of experience in a variety of industries around the world, we partner with clients, listen to their needs, and customize visionary talent solutions that drive desired business outcomes.
We leverage decades of experience to deliver contingent staffing, direct placement, executive search, and workforce services worldwide.
Here's what you'll need : -High School Diploma or GED-Minimum of 6 months experience in customer service including call Center environment.
Here's what sets you apart from other candidates : -Ability to communicate clearly and effectively, both verbally and in writing, while working with customers (internal and external) to ensure complete understanding of the intent and content of the communication.
Ability to present information clearly and effectively. -Ability to demonstrate active listening skills. -Demonstrates the ability to gain agreement or acceptance of proposed solutions to member's questions or concerns.
Additional Information : -Upon offer of employment, the individual will be subject to a background check and a drug screen-In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.
Aleron companies (Acara Solutions, Aleron Shared Resources, Broadleaf Results, Lume Strategies, TalentRise, Viaduct) are Equal Employment Opportunity and Affirmative Action Employers.
All qualified applicants will receive consideration for employment without regard to race, color, religion, gender identity, sexual orientation, national origin, genetic information, sex, age, disability, veteran status, or any other legally protected basis.
The Aleron companies welcome and encourage applications from diverse candidates, including people with disabilities. Accommodations are available upon request for applicants taking part in all aspects of the selection process.
Applicants for this position must be legally authorized to work in the United States. This position does not meet the employment requirements for individuals with F-1 OPT STEM work authorization status.
Last updated : 2024-03-25
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