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)
Would you like to make a positive difference in the lives of everyone who works and lives around underground utilities in Alabama?
Alabama 811 is the state one call notification center for the state of Alabama. We process notification of proposed excavation activities and notify member underground facility owners to mark their facilities prior to the excavation activities to reduce potential damages to the facilities and protect the public.
In the role of Contact Center Agent, you will play a meaningful role in the operation of Alabama 811 by processing incoming locate requests.
What does this involve? You will:
Located in Fultondale, Alabama, Alabama 811 provides exceptional benefits, strong starting salary, and an encouraging work family. Alabama 811 promotes a policy of equal opportunity in all aspects of employment including recruitment, hiring, transfer, promotion, compensation, benefits, and training -- to all employees without regard to religion, age, sex, sexual orientation, gender identity, national origin, race, color, disability, genetic information, creed, Vietnam-era or disabled veteran status.
To be considered for this position you will need:
This is an hourly role which will report directly to the Contact Center Supervisor.
Job Types: Full-time, Part-time
Salary: From $18.00 per hour (after 90 days)
Expected hours: 40 per week
Benefits:
Schedule:
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0 Contact Center Traffic and Scheduling Analyst, Sr. jobs found in Birmingham, AL area