Sample Job Description for Call Center Traffic and Scheduling Analyst II
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Call Center Traffic and Scheduling Analyst II Job Overview
Call Center Traffic and Scheduling Analyst II Job Description Sample
Analyzes contact center patterns, including volumes, trends, attrition rates, and contact center representative productivities.
JOB LEVEL
P02
EDUCATION/DEGREE
Bachelor's Degree
REPORTS TO
Manager
Salary Range
BASE 50%
$64,600
TOTAL 50%
$67,500
Job Responsibilities for Call Center Traffic and Scheduling Analyst II
Utilizes the analysis results to forecast contact center workload and builds scheduling plans to meet business objectives. 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. 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.
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Call Center Traffic and Scheduling Analyst II Skills & Proficiency Level
| Skills | Proficiency Level |
|---|---|
| Gathering Information | Level 2 |
| Predictive Analytics | Level 2 |
| Analytical Thinking | Level 2 |
