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)
Position Status: Non-exempt
Work Hours: Mon–Fri. Ability to work some evenings and Saturdays; Secondary holidays may be a scheduled work day.
Reports To: Contact Center Leader
Location: Online Education (Orchard Park, NY)
Position Summary:
The Contact Center Representative position supports college-wide enrollment efforts by providing a high volume of recruitment related call support to prospective students. This position is best suited to someone who prefers a fast-paced, team environment and possesses the ability to establish relationships over the phone.
Essential Duties and Responsibilities:
Other duties, responsibilities and activities may change or be assigned at any time with or without notice.
Key Competencies and Skills:
Qualifications:
Preferred qualifications:
Apply today for immediate consideration!
Salary:
$37,000 per year ($17.79 per hour).
This position is eligible for overtime.
Please note that the compensation information is a good faith estimate of the base pay for this position. Information about the total compensation package for this position will be provided during the interview process.
Unlock your full potential in the innovative and inclusive environment at Bryant & Stratton College. We are a career-focused, private, nonprofit college built differently to serve the needs of students, alumni, associates, employers, and the community. Founded in 1854, Bryant & Stratton College offers real-world education leading to bachelor's, associate's, and professional certificates after completion in the fields of healthcare, technology, legal, business, graphic design, and more. We offer a comprehensive benefits package that includes competitive salaries, medical/dental/vision insurance, generous paid time off, 401(k), and company-paid college tuition for associates and their families.
Apply now to join our team of student-focused associates!
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law. Bryant & Stratton College is an Equal Opportunity Employer.
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