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)
Department: Member Service Grade: 7
Reports To: MCC/ITM Manager Classification: Non-Exempt
Role:
Primary duties include day to day observation and assistance of Contact Center staff, and back-up to ITM Team Lead. Enhances the member experience through positive, efficient, accurate, and professional ITM & MCC interactions. Assists members and with their telephone transactions and ITM transaction requests when backing up. Perform a variety of account maintenance. Keeps manager informed of staff performance. Responsible for implementing existing policies, procedures, and systems involving member service functions. Coordinates, directs, and assigns work. Answers staff’s questions, and resolves more complex problems. Responsible for general training of Contact Center representatives.
Essential Functions & Responsibilities:
Performance Measurements:
Knowledge, Skills and Abilities:
Experience
Education
Interpersonal Skills
Other Skills
Physical Requirements:
Communicating**
Especially where one must frequently convey detailed
or important instructions or ideas accurately and efficiently.
Average hearing
Able to hear average or normal conversations
and receive ordinary information.
Finger dexterity**
Using primarily just the fingers to make small movements
such as keyboarding, picking up small objects,
or pinching fingers together.
Repetitive motion**
Movements frequently and regularly required
using the wrists, hands, and/or fingers.
Average visual abilities**
Average, ordinary, vision necessary to prepare
or inspect documents or products, or operate machinery.
Physical strength
Sedentary work; standing occasionally
for periods of time. Exerts up to
30 lbs. of force occasionally.
Work Environment:
Typical office conditions apply. No hazardous or
significantly unpleasant conditions apply. Occasional travel required.
This job description is not a complete statement of all duties and responsibilities comprising this position.
Job Type: Full-time
Pay: From $19.00 per hour
Benefits:
Schedule:
Work Location: One location
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