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)
Responsible for leading the activities related to project management, systems analysis, design, research system level testing, documentation and implementation of Sarasota County Public Hospital Board’s applications/systems. Responsible for providing to all levels of management and internal or external personnel a global technical view regarding system implementation of internally developed and purchased software. Responsible for specific application areas as defined by management.
- Require Bachelor degree with a major in Computer Science and/or Information Systems. Relevant work experience can substitute on a year for year basis for the required degree.
- Require experience in all healthcare clinical administrative and financial applications/systems, with a demonstrated ability to understand and communicate how the various systems interact from an enterprise perspective.
- Require minimum of seven (7) years of systems development, implementation and integration experience as a Systems Analyst or manager. Two (2) years of related clinical experience may substitute for up to two years of required technical experience.
- Prefer broad implementation experience in systems analysis, design, development, configuration, testing, and integration of large enterprise wide application systems, systems and software, systems integration /interfacing, programming languages, Graphical User Interface concepts, database understanding, and data manipulation.
- Prefer demonstrated experience with project management concepts and tools.
- Prefer demonstrated written and verbal communication skills.
- Prefer demonstrated leadership skills with innovative resolution to problems.
- Prefer demonstrated analytical, judgment and interpersonal skills.
- Experience in a multi-entity health care system, or large hospital or managed care organization, or IT management consulting organization is preferred.
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