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)
To be part of our organization, every employee should understand and share in the YNHHS Vision, support our Mission, and live our Values. These values - integrity, patient-centered, respect, accountability, and compassion - must guide what we do, as individuals and professionals, every day.
Under minimal direction, coordinates the efforts of other project team personnel, provides procedural guidance and assumes responsibility for achieving desired results. Is involved with project and strategy organization, cost estimating, milestone definition, and scheduling. Assists with the design lifecycle of hardware and client service technologies requiring advanced knowledge and utilization of systems and techniques. Competent to work at the highest technical and services level. Acts as project lead and first-line contact for ITS managers and supervisors, computer operations personnel and project personnel during all phases of client technologies development.
EEO/AA/Disability/Veteran
EDUCATION
Bachelor's degree in Computer Science or related disciplines preferred and technical training and work-related experience.
EXPERIENCE
5 years of IT experience. Experience successfully leading large, complex projects. This position requires excellent communication and problem-solving skills, and the capacity to organize and deliver solutions across all of the entities
LICENSURE
n/a
SPECIAL SKILLS
Proficiency in Microsoft Word and high-level expertise in Excel required. Skill and experience in adult education strongly preferred. Strong people skills and effective communication skills (verbal and written) and organizational skills required. Proven ability to work across organizations with multiple audiences and change leadership experience preferred. Expected to travel between organizations and provide off-shift training as required
PHYSICAL DEMAND
Travel to multiple YNHHS facilities is necessary. Off-hours work is expected in oversight of complex project deployment.
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