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)
PRIMARY OBJECTIVE OF POSITION
Serving members operational and financial needs and questions via telephone/web inquiries. Cross sell all credit union services.
ESSENTIAL JOB FUNCTIONS
RELATIONSHIPS AND CONTACTS
Supervise Approximately: None
Reports To: Contact Center Manager
Contacts: Extensive daily telephone contact with members and frequent contact with other departments.
EDUCATION
High School Diploma or GED
EXPERIENCE
PHYSICAL
MENTAL
EQUIPMENT
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0 Contact Center Traffic and Scheduling Analyst jobs found in Mcallen, TX area