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)
City of Phoenix - IT Business Analyst (wireless telecom connectivity) - 128703
Closing Date & Time: 4/4/2024 3:00:00 PM
MUST BE LOCAL (within commuting distance to the City of Phoenix).
City of Phoenix is looking for an experienced Business Analyst to help drive requirements on a high-visibility marquee project and will interact with our growing team of 35 PMs and BAs, as well as various departments within the City of Phoenix.
Essential functions:
Qualifications:
Some additional details of the position are as follows:
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0 Contact Center Traffic and Scheduling Analyst, Sr. jobs found in Phoenix, AZ area