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)
Handles a variety of member service calls in a prompt, courteous and professional manner including calls that require problem resolution
Major Duties and Responsibilities
Interpersonal Skills
Courtesy, tact, and diplomacy are essential elements of the job. Work involves personal contact with others inside and/or
outside the organization, generally regarding routine matters for purposes of giving and obtaining information, as well as
advising or referring, which commonly require shorter discussions.
Other Skills
• Must have excellent written and verbal communication and organizational skills
• Must be able and willing to work flexible hours to accommodate department needs
• Should be able to operate well in a fast paced environment
• Must be able to calmly and professionally handle discontented callers
• Good telephone manner
Hours fulltime.
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