Contact Center Traffic and Scheduling Analyst 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 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 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 occasionally directed in several aspects of the work. Gaining exposure to some of the complex tasks within the job function. To be a Contact Center Traffic and Scheduling Analyst typically requires 2-4 years of related experience. (Copyright 2024 Salary.com)
Superior Credit Union is hiring for a full-time Contact Center Representative at the Elida location.
Schedule: Monday-Friday,10:30A.M.-7:00P.M.
Pay: $16.71-$27.63/hour
The prime candidate will have extensive customer service experience and knowledge of banking products and services. Excellent organizational, problem solving, computer skills, communication skills, a willingness to learn, and being a team player are required.
Equal Opportunity Employer of Minorities/Females/Disabled/Veterans
Apply online at www.superiorcu.com under About/Careers.
Job Type: Full-time
Pay: $16.71 - $27.63 per hour
Physical setting:
Schedule:
Work Location: In person
0 Contact Center Traffic and Scheduling Analyst jobs found in Lima, OH area