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)
Primary Purpose
The Planning and Scheduling Manager leads the planning and scheduling of all maintenance in the facility to include PM's, scheduled work, and unscheduled outages. Collaboration with maintenance and operations is key to the success of the facility and effective communication is must. Provides oversight to all planning and scheduling for routine and non-routine work. Manages KPI's and provides monthly status reports against the Maintenance Work Process. Works closely with the Turnaround group reviewing all plans ensuring there are no SIMOPS issues for successful outages. Collaborates with Operations, Maintenance, Engineering, Warehouse, and TAR for all maintenance activities ensuring the work scheduled to be performed is accurate and completed in an acceptable time frame.
Duties and Responsibilities
Education
Experience
Knowledge, Skills and Abilities
Licenses and Certifications
Note: The Company strives to ensure that employees are paid equitably and competitively. Starting salaries may vary based on factors such as relevant experience, qualifications, and education.
Sempra Infrastructure offers a competitive total rewards package that goes beyond base salary. This position is eligible for an annual performance-based incentive (bonus) as well as merit-based recognition. Company benefits include health and welfare (medical, dental, vision), employer contributions to retirement benefits, life insurance, paid time off, as well as other company offerings such as tuition reimbursement, paid parental leave, and employee assistance programs.
Clear All
0 Contact Center Traffic and Scheduling Analyst, Sr. jobs found in Port Arthur, TX area