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)
Duties and Responsibilities
Savings Bank.
Note: These are representative only and are not intended to include all possible assignments to this position or position classification.
Skills/Experience/Training
High School graduate or equivalent diploma is required.
A minimum of two years retail banking experience with a solid knowledge of bank policies and procedures preferred.
Strong telephone communication and listening skills along with sales, organizational, and public relation skills are required.
Maintain strong knowledge of all Bank products and services.
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Exhibit tact and diplomacy
A valid driver’s license is required as travel from time to time may be necessary.
A pre-employment evaluation may be required.
Good organizational skills
Working Conditions
Moderate physical effort is required with respect to dexterity, visual attention and application as needed for the continual use of the telephone and personal computers. This is normally a seated position with occasional freedom of movement.
An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.
Job Type: Full-time
Schedule:
COVID-19 considerations:
Franklin Savings Bank take all appropriate measures to protect our staff and customers from Covid 19.
Work Location: One location
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0 Contact Center Traffic and Scheduling Analyst jobs found in Manchester, NH area