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)
BE A HERO IN A HARD HAT
AWP is North America’s leading traffic control specialist. Our Protector’s work outside every day to make sure customer crews, drivers, and our teams get home safely.
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WHAT YOU WILL DO:
Requirements: Comfortable standing 8-12 hours a day, lifting 40-45 lbs., working in all types of weather, and working in traffic. Must be able to pass pre-employment screening including a drug test.
WHAT YOU WILL GET:
*Must have worked 1560 hours for the year to qualify for benefits*
AWP is an Equal Opportunity Employer (EOE) and Second Chance Employer. Because at AWP, we are committed to providing equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, protected veteran status, or any other characteristic protected by law.
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0 Contact Center Traffic and Scheduling Analyst, Sr. jobs found in Springfield, OH area