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)
At Jackson Hewitt, and its independently owned and operated franchisees, we provide an invaluable service in guiding our clients through the tax codes, rules, and processes.
We do this with integrity, quality, and consistency. We take pride in that. The role you play is critical to our success and together we are Working Hard for the Hardest Working Americans .
This is our mission and it’s a large part of why we work here.
Together we are highly passionate about what we do, and how we can help our clients. For most Americans, their tax return is the biggest single financial event of the year, and it can be quite an emotional experience.
That’s where you come in! We are here to ease their stress and provide expert customer service and tax knowledge.
What you'll do here :
Skills you'll bring for success :
PTIN Certification : Yes
By submitting this form, I hereby acknowledge that most Jackson Hewitt locations are operated by independent franchisees and not Jackson Hewitt or its affiliates.
I further acknowledge that franchisees are independent employers and separate companies and employers from Jackson Hewitt Inc.
and set their own employment policies and practices. Franchisees are the exclusive employer of their employees and as such are solely responsible for all employment-related matters and decisions in their locations.
Specifically, with regard to employees of franchisees, such franchisees, and not Jackson Hewitt, will have exclusive control over all employment-related decisions, including decisions concerning hiring, firing, wages, conditions of employment, discipline, staffing, or any other day-to-day employment issue.
Jackson Hewitt Inc. will have no obligation or right to control any franchise employment issue relating to employees of a Jackson Hewitt franchisee.
By applying for a job at a franchise-operated location, I understand that the information I provide will be forwarded to the franchisee in order for that organization to reach out to me and process and evaluate my application.
I acknowledge that Jackson Hewitt will not receive a copy of my employment application and will have no involvement in any employment decisions regarding me, including whether I receive an interview or whether I am hired to work for the franchisee.
I understand that I need to contact the relevant franchisee for information about its privacy practices. Any communications opt-out that I submit in any franchisee’s job application process is specific to that franchisee and will not be communicated to any other entity.
Last updated : 2024-04-25
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