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)
Are you motivated to make a difference in the lives of children? Do you have the skills and dedication to join our team at the Boys & Girls Club? If you're looking to find fulfilling, meaningful work and the chance to make a positive impact on the lives of children and families look no further.
The Boys & Girls Clubs of Central and Northern NH is looking to hire a Club Contact Center Associate! This is a part-time position, hours are between 1 pm and 5 pm. The Club Contact Center Associate will have the primary responsibility of answering our central phone line. This will include forwarding calls to the appropriate staff members and answering questions regarding the Club services, in support of the Boys & Girls Clubs of Central and Northern New Hampshire staff, members, their families, and the community at large. In addition, this person will assist the membership staff in application processing and file maintenance.
Key duties include:
ADDITIONAL EXPECTATIONS:
Please visit our website at www.nhyouth.org to learn more about the organization.
This is a part-time, non-exempt hourly position which does not offer benefits.
The information presented indicates the general nature and level of work expected of employees in this classification. It is not designed to contain, nor to be interpreted as, a comprehensive inventory of all duties, responsibilities, qualifications, and objectives required of employees assigned to this job.
This job description is subject to change at the discretion of the Executive Director, Board, or organizational needs.