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)
About the Role
The Contact Center Specialist will professionally handle customer transaction (phone, email, ITM, chat) requests in a timely, positive, and helpful manner. This person will perform various financial transactions and proactively educate customers on products and services that will meet their financial needs. This should be done in a timely, friendly, and satisfactory manner thereby delivering the best customer service to our current customers, potential customers, vendors, outside agencies and employee staff. Must be able to take initiative, accept responsibility, and work independently as well as being aware of, and part of a team environment. Have a high regard for detail, sensitivity/confidentiality regarding customer account information, and excellent interpersonal and communication skills.
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Job Type: Full-time
Pay: From $17.32 per hour
Expected hours: No less than 37.5 per week
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Work Location: In person
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