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)
Alpaca Services, LLC, is looking for a motivated and experienced Call Center Supervisor who can coach and inspire both inbound and outbound patient care representatives (“PCR”) in our new Springfield, Missouri center. The Call Center Supervisor will take the lead in the training process, ensuring that every PCR is well prepared to assist our patients. Additionally, this highly skilled supervisor will continue to support the PCRs post training by monitoring progress, ensuring goals and expectations are met, answering questions, and providing them ongoing coaching and encouragement. The ideal candidate should be sales/goals driven and passionate about our business and should also be analytical, supportive, and prepared to act as a resource.
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