Contact Center Traffic and Scheduling Analyst, Sr. jobs in Cleveland, OH
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)
Recently Added Contact Center Traffic and Scheduling Analyst, Sr. jobs
- Ventures Unlimited Inc.
-
Cleveland, OH
FULL_TIME
- Company DescriptionVUI since 2004 has been helping clients improve their business, environmental and social performance. We do this by applying innovative processes, market intelligence and fresh thinking.We provide advice and consulting services at strategic, policy and operational levels, concentrating on three key areas:Job DescriptionHi, Hope you are doing great.Just wanted to touch base with you regarding a Job Opening of a Business Analyst based out in Cleveland, OH for a full time position. Kindly share your updated resume along with your contact details, current location and work authorization (if interested) so that we can process your candidature and represent your candidacy for this role. Should you be not interested in this role, kindly send me a reference of someone who you think can be a potential candidate for this role.Kindly find the JD below for your reference.Title: Business Analyst - Contact CenterLocation: Cleveland, OHDuration: Full Time PositionEmployee Status: PermanentInterview Process: Phone and Skype HireShift: Day JobStart Date: ASAPDesired Competencies (Technical/Behavioral Competency)• Work will be focused on delivery of a new and Enhancements for Mortgage IVR system• Conduct requirement gathering sessions with Line of Business and 'understand' IVR Requirements. • Document business requirements, functional/non-functional requirements, use cases and call flows.• Define Business Solutions around IVR and Routing Requirements.• Assist with users acceptance testing.• Employs traceability of requirements• Ensures sign-off and baseline of requirements• Anticipates and actively resolves problems and issues with requirements.• Analyzes and communicates impacts to a project’s business case and identifies areas of requirements risks.• Strong and Clear Communication Skills • SDLC - Agile Experience is a plus Required Skills: • 5-6 years of 'Progressive' Business Analyst Experience• Call Center/Routing/IVR experience • Strong communication Skills• Proficient in requirements gathering documentation • SDLC - Waterfall/Agile. Agile experience is a plus• Understanding of Nuance VUI documentation • Banking or Credit Card industry experience background • Understanding of Mortgage and Loan Process• SDLC -AgileQualifications• 5-6 years of 'Progressive' Business Analyst Experience• Call Center/Routing/IVR experience• Strong communication Skills• Proficient in requirements gathering documentation• SDLC - Waterfall/Agile. Agile experience is a plus• Understanding of Nuance VUI documentation • Banking or Credit Card industry experience background• Understanding of Mortgage and Loan Process• SDLC -AgileAdditional InformationIf available please contact me for more details at 856-842-1988 ext-204
- 1 Month Ago
- Medical Service Company
-
Cleveland, OH
FULL_TIME
- MEDICAL SERVICE COMPANY is a family owned and operated durable medical equipment and respiratory provider that's been in business for 70 years! MSC is an 12-Time recipient of the prestigious NorthCoas...
- 10 Days Ago
- Firefighters Community Credit Union
-
Cleveland, OH
FULL_TIME
- Our Opportunity We're hiring a full-time Member Contact Center Representative to join our growing team! This position is located at our Member Contact Center on St. Clair Ave, Cleveland, OH, 44114. Id...
- 25 Days Ago
- METROHEALTH SOUTH CAMPUS
-
Cleveland, OH
FULL_TIME
- Location: MetroHealth Old Brooklyn Campus Biweekly Hours: 80.00 Shift: 8:00a - 4:30p The MetroHealth System is redefining health care by going beyond medical treatment to improve the foundations of co...
- 1 Month Ago
- Planned Parenthood of Greater Ohio
-
BEDFORD HEIGHTS, OH
OTHER
- Job Details Level: Entry Job Location: Bedford Heights Call Center - BEDFORD HEIGHTS, OH Position Type: Full Time Education Level: High School Salary Range: $17.00 Hourly Travel Percentage: None Job S...
- 5 Days Ago
- Joyce Factory Direct Company
-
Berea, OH
FULL_TIME
- New State-of-the-Art Call Center! Are you a dynamic and motivated individual with excellent communication skills? Are you passionate about the home remodeling industry? If so, we have an exciting oppo...
- 24 Days Ago
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0 Contact Center Traffic and Scheduling Analyst, Sr. jobs found in Cleveland, OH area
About Cleveland, Ohio
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