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)
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Job Type: Full-time, In-Office 5220 Summerlin Commons Blvd, Fort Myers, FL 33907, Suite 200A
Paid training begins May 13th
Compensation: $17 hourly, performance bonus eligible post 60 days (not sales-based)
Benefits: 401k, PTO, and benefits (health, vision, short/long term disability, and more) eligibility within one month of start date, and paid company holidays
POSITION OBJECTIVE
This Contact Center Support Expert position provides customer service and troubleshooting support for Delta Faucet Company products via telephone, such as faucets, fixtures, etc. You will utilize critical thinking skills to provide support services to customers such as consumers, plumbers, and dealers with varying levels of faucet and fixture knowledge. As a Contact Center Support Expert, you will support various call types, including several different contact types such as phone, email, text message, and social media. This position will handle customer interactions by delivering a “Best in Class” approach. You will accomplish this by responding quickly on the telephone with intelligence and etiquette. The ideal candidate has previous experience in all position requirements and will show a high-energy work ethic.
QUALIFICATIONS
The ideal candidate would typically have:
The ideal candidate must possess:
Equal Opportunity Employer M/F/D/V
Learn more about our amazing partner, Delta Faucet Company, at About Delta Faucet Company
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0 Contact Center Traffic and Scheduling Analyst, Sr. jobs found in Fort Myers, FL area