Contact Center Traffic and Scheduling Analyst jobs in Alabama
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)
Recently Added Contact Center Traffic and Scheduling Analyst jobs
- Alabama One Credit Union
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Tuscaloosa, AL
FULL_TIME
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Description
The Contact Center Agent provides assistance and guidance for members in a variety of areas through the remote branch experience. The Contact Center Agent primarily handles inbound calls, and may conduct transactions, answer routine account questions, and resolve issues to ensure excellent service for members who utilize telephone, secure messaging, or chat banking options at Alabama ONE.
Responsibilities
- Utilize phone system, text, chat, and secure messaging systems to assist members with a wide variety of banking needs.
- Provides guidance and information to members regarding products and services.
- Participates in ongoing learning and development to maintain knowledge base of AOCU policies, procedures, and processes.
- Other duties as assigned.
Requirements
High School Diploma or GED and previous customer service or call center experience are required. The ideal candidate will be passionate about providing exceptional, professional customer service. Must be able to communicate effectively verbally and in writing. High technical proficiency, and the ability to operate various computer systems.
Experience working in a financial institution is strongly preferred.
- 10 Days Ago
- Alabama 811
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Fultondale, AL
FULL_TIME
- Would you like to make a positive difference in the lives of everyone who works and lives around underground utilities in Alabama?Alabama 811 is the state one call notification center for the state of...
- 10 Days Ago
- Guardian Credit Union External
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Montgomery, AL
FULL_TIME
- Handles a variety of member service calls in a prompt, courteous and professional manner including calls that require problem resolution Major Duties and Responsibilities Works with internal customers...
- 11 Days Ago
- All In Credit Union
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Daleville, AL
FULL_TIME
- ROLE: To assist members and personnel with service or technical support on the full range of digital communications for the credit union; explain services, respond to problems, communicate any situati...
- 22 Days Ago
- Sequence Health
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Cullman, AL
FULL_TIME
- We are searching for a dedicated, supportive Supervisor who can coach and motivate agents as they field calls from patients. The Supervisor will be involved in hiring employees, assisting in the train...
- 26 Days Ago
- Ashley HomeStore
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Bessemer, AL
FULL_TIME
- Strategically lead and develop a team of 10 customer care representatives to improve and enhance the customer experience by setting and maintaining clear accountable performance measures. Help define ...
- 29 Days Ago
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- Chicago Lighthouse
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