Contact Center Traffic and Scheduling Analyst, Sr. 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, Sr. 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, Sr. 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, Sr. work is generally independent and collaborative in nature. Contributes to moderately complex aspects of a project. To be a Contact Center Traffic and Scheduling Analyst, Sr. typically requires 4-7 years of related experience. (Copyright 2024 Salary.com)
DESCRIPTION
As the Contact Center Agent, you are responsible for generating potential student enrollments to the appropriate place. Your role is the first level within the Enrollment Services functional area, and you work closely with your supervisor.
DUTIES AND RESPONSIBILITIES
The above list of duties is not to be construed as an exhaustive list. Other duties logically associated with the position may be assigned
MINIMUM QUALIFICATIONS (Education, Experience, Certifications, etc.)
WORK REQUIREMENTS (requirements for mental, physical components of the job)
The duties of this position are performed remotely and may be assigned to a multi-story office building with elevator access. The employee is frequently required to walk, and sit at a desk and work on a computer for extended periods of time. Position requires finger dexterity, ability to bend, kneel, and reach; may be required to stand for extended periods on occasion. Movements regularly required of fingers, hands, and wrists. May be required to lift and carry up to 50 pounds on occasion. Will work a standard workweek remotely/from home in the office and may involve additional hours of work on weekdays or weekends as applicable. Will work a standard work week but may involve overtime work on weekdays or weekends as applicable. Employees must abide by FERPA requirements which protects the privacy of student education records. As required, must be willing to travel to attend conferences and professional development assigned region, possibly out of the area and/or locally via automobile.
Clear All
0 Contact Center Traffic and Scheduling Analyst, Sr. jobs found in Albany, GA area