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)
Why Join VICTRA
Victra is the largest Verizon authorized retailer in the United States. Our mission is to connect people to life changing technologies that help change the world.
Our credo, Every Guest, Every Time is the foundation for how we approach every day at VICTRA.
Becoming a Sales Team Member at VICTRA, you will help shape our guest experience. As a Team Member your mission is to achieve sales targets while maintaining the highest-level personal integrity and providing world class customer experience.
Through professional training, we give you the tools and skills necessary to take ownership of your performance while being a part of the Victra family.
Are you a person who thrives in a competitive atmosphere, while having fun with your Team? If so, then you will fit right in.
If you love helping others grow to their full potential and consistently deliver results, then Victra is the place for you. Apply today!
We believe in #Performance #Collaboration #Integrity #Innovation #Integrity #Celebration
Here are the Core Responsibilities :
What we are looking for...
Motivated individuals who thrive to make the best of every day while working in a competitive environment and who are energized by change.
Required Qualifications :
Equal Employment Opportunity
We are proud to be an Equal Employment Opportunity Employer - and we celebrate our Team Members' differences. We do not discriminate based on race, color, age, religion (including religious dress and grooming practices), sex (including pregnancy, childbirth, breastfeeding, and related medical conditions), gender (including gender identity, gender expression, and transgender), marital status, sexual orientation, sex stereotype, national origin, ancestry, citizenship, military, or veteran status, physical or mental disability, and genetic information.
Different makes us better.
Last updated : 2024-03-22
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