Contact Center Traffic and Scheduling Analyst, Sr. 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, Sr. 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, Sr. 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, Sr. work is generally independent and collaborative in nature. Contributes to moderately complex aspects of a project. To be a Contact Center Traffic and Scheduling Analyst, Sr. typically requires 4-7 years of related experience. (Copyright 2024 Salary.com)
At Americor, we've assembled a team of like-minded individuals deeply committed to addressing the debt crisis in the United States. We take pride in our recognition as a 'Top Place to Work' and 'Best Company,' reflecting our unwavering dedication to exceptional customer service, quality, and value. If you're looking to thrive in a collaborative environment surrounded by exceptional individuals, where opportunities for advancement are plentiful, talents are nurtured, and excellence is celebrated, then we're the perfect fit for you!
We are seeking a Senior Manager, Contact Center, to provide functional support and analysis for Americor's Enterprise Lead Management and Dialer Systems. The ideal candidate will exhibit extensive expertise in Five9 platform functionalities, demonstrate strong problem-solving abilities, and possess exceptional collaboration skills to work effectively across various teams within the organization.
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This role is designated remote or hybrid, based out of our Irvine, CA office. This role is exempt salary and pays $90,000-$120,000, depending on experience, plus bonus. This role is open to candidates who do not require visa sponsorship.
Americor is proud to be an Equal Opportunity Employer. Americor does not discriminate based on race, color, gender, disability, veteran, military status, religion, age, creed, national origin, sexual identity or expression, sexual orientation, marital status, genetic information, or any other basis prohibited by local, state, or federal law.
* Note to Agencies: Americor Funding, Inc. (the “Company”) has an internal recruiting department. Americor Funding Inc. may supplement that internal capability from time to time with assistance from temporary staffing agencies, placement services, and professional recruiters (“Agency”). Agencies are hereby specifically directed NOT to contact Americor Funding Inc. employees directly in an attempt to present candidates. The Company’s policy is for the internal recruiting team or other authorized personnel to present ALL candidates to hiring managers. Any unsolicited resumes sent to Americor Funding Inc. from a third party, such as an Agency, including unsolicited resumes sent to a Company mailing address, fax machine, or email address, directly to Company employees, or to the resume database, will be considered Company property. Americor Funding Inc. will NOT pay a fee for any placement resulting from the receipt of an unsolicited resume. Americor Funding Inc. will consider any candidate for whom an Agency has submitted an unsolicited resume to have been referred by the Agency free of any charges or fees.
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