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)
The Business Intelligence Analyst will be responsible for overseeing and maintaining consistent data quality among managed entities in our business systems and is a key contributor to both the maintenance and utility of our enterprise data assets. You will partner across the organization to ensure data is created, managed, and effectively utilized.
Key Responsibilities Include:
Required Qualifications:
About SRT:
SRT is a full-service research and product development company, and a system integrator. SRT delivers highly competitive proprietary Wi-Fi based communication tools, disruptive products, integration, and technical support services for our quickly expanding customer base; the US Government (DoD), Federal, State, and Local Law Enforcement.
SRT is headquartered in Sunrise, Florida just minutes from Fort Lauderdale and a short drive to Miami. We offer a fun, rewarding, challenging, and innovative work environment. We are on the leading edge of satellite and wireless communication technology, and we want YOU to be a part of it.
Clear All
0 Contact Center Traffic and Scheduling Analyst, Sr. jobs found in Pembroke Pines, FL area