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 OVERVIEW
Global Atlantic Financial Group has an exciting opportunity for an Operations Intern to participate in our robust 10-week summer internship program. Through this experience, the intern will learn about preneed life insurance and annuity operations, customer service, business processes, and much more. This is a great opportunity for someone looking to learn through real work and hands on experience.
RESPONSIBILITIES:
QUALIFICATIONS:
This position is not eligible for visa candidates now or in the future.
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0 Contact Center Traffic and Scheduling Analyst, Sr. jobs found in Cincinnati, OH area