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)
Salary - $15 per hour (Upto $35,000 Annually)
Job Location - St. Petersburg, FL
Responsibilities:
Qualifications
Behavioral and Leadership Competencies
Benefits
About Us
Tata Consultancy Services (TCS) is one of the world's largest IT services and consulting firms. We partner with more than a third of the Fortune 500 companies across industries in North America, helping them to successfully navigate today's competitive challenges of rapid business and digital transformation.
Our extensive industry expertise and sharp focus on customer service has resulted in TCS being one of the fastest-growing technology companies in the world, with 446,000 employees operating in 46 countries.
In America, TCS has been one of the two top local recruiters of IT services talent for the past five years.
Tags: Inbound, Outbound, Call Center, Customer Care, Help-Desk, Support
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0 Contact Center Traffic and Scheduling Analyst jobs found in Saint Petersburg, FL area