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’re a high-tech home security company that’s passionate about protecting the life you’ve built and our mission of keeping Every Home Secure. And we’ve created a culture here that cares just as deeply about the career you’re building. Ours is a no ego culture of collaboration and innovation where those seeking their next challenge can find big opportunities and make a huge impact on the lives of all those who we protect. We don’t just want you to work here. We want you to grow and thrive here.
We’re embracing a hybrid work model that enables our teams to split their time between office and home. Hybrid for us means we expect our teams to come together in the office two to three days per week to work together in person and choose where they work for the remainder of the week. We all benefit from flexibility and get to use the best of both worlds to get our work done.
Note that this role will require travel between two office locations in Richmond, VA (approximately 10 miles apart).
Well, we’re growing and thriving. So, we need smart, talented, and humble people who share our values to join us as we disrupt the home security space and relentlessly pursue our mission of keeping Every Home Secure.
The Sr. People Partner will report into and work closely with the Sr. Director, GTM People Strategy & Programs in supporting SimpliSafe’s Contact Center Operations and their teams in Richmond and Boston. This is an opportunity to support a team that’s growing across multiple lines of business (Monitoring, Customer Service/Tech, Sales, Customer Retention)!
Serving as a strategic partner on people-related matters, you will assist in designing and executing strategic programs to support key people areas, including: hiring, onboarding and training, retention, and development of talent; organizational design; Global Career Framework; employee engagement; and compensation. In addition, you will provide HR support on key business and People Team initiatives such as: Annual Performance Reviews, Talent Planning, Employee Engagement Survey, DE&I, etc. The People Partner will also assist with complex employee issues, escalations and investigations.
Based in Richmond, VA, this role may also support Contact Center leaders in Boston, MA.
Primary Responsibilities include:
We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law. Likewise, we are committed to full support of qualified individuals in hiring and employment. In keeping with this commitment, we will work with qualified individuals with disabilities to assess whether a reasonable accommodation may be provided to perform the essential functions of their role, absent undue hardship. If a reasonable accommodation may be needed to fully participate in the job application or interview process, to perform the essential functions of a position, or to receive other benefits and privileges of employment, please contact careers@simplisafe.com.
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