Sample Job Description for Contact Center Metrics Analyst II
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Contact Center Metrics Analyst II Job Overview
Contact Center Metrics Analyst II Job Description Sample
Responsible for monitoring the contact center workload and scheduling function.
JOB LEVEL
P02
EDUCATION/DEGREE
Bachelor's Degree
REPORTS TO
Manager
Salary Range
BASE 50%
$67,173
TOTAL 50%
$69,303
Job Responsibilities for Contact Center Metrics Analyst II
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. Maintains and adjusts staffing schedule assignments to maintain contact center key performance indicators.
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Contact Center Metrics Analyst II Skills & Proficiency Level
| Skills | Proficiency Level |
|---|---|
| Gathering Information | Level 2 |
| Predictive Analytics | Level 2 |
| Analytical Thinking | Level 3 |
