Sample Job Description for Contact Center Metrics Analyst I
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Contact Center Metrics Analyst I Job Overview
Contact Center Metrics Analyst I Job Description Sample
Responsible for monitoring the contact center workload and scheduling function.
JOB LEVEL
P01
EDUCATION/DEGREE
Bachelor's Degree
REPORTS TO
Manager
Salary Range
BASE 50%
$53,790
TOTAL 50%
$55,190
Job Responsibilities for Contact Center Metrics Analyst I
Assists in analyzing 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. Assists in maintaining and adjusting staffing schedule assignments to maintain contact center key performance indicators.
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Contact Center Metrics Analyst I Skills & Proficiency Level
| Skills | Proficiency Level |
|---|---|
| Gathering Information | Level 2 |
| Predictive Analytics | Level 1 |
| Analytical Thinking | Level 2 |
