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)
Job Description
The Contact Center Team Leader is responsible for coaching and assisting Contact Center Agents in answering all incoming telephone calls, scheduling appointments, and directing them to the appropriate department or individual.
The Contact Center Team Leader approaches his / her tasks in a team-based care fashion that supports our Contact Center Agents to assist patients and their families in self-management, self-efficacy, and behavior change.
Supervision Exercised : Supports all Contact Center Agents
We offer :
Our Mission is to provide a quality, integrated healthcare home to the communities we serve
Qualifications
Education : Graduation from High School or equivalent required
Experience : One year general office experience required
Licensure / Certification : No licensure or certification is needed to be hired, although Contact Center Team Leaders must become credentialed through the Salud career ladders program in the time frame specified by Salud
Knowledge, Skills, and Abilities :
The application window is anticipated to close by 4 / 30 / 24
Additional Information
Salud Family Health Centers is an Equal Opportunity Employer. We prohibit unlawful discrimination against applicants or employees on the basis of age 40 and over, race, color, religion, national origin, sex, disability, sexual orientation, gender identity, or any other applicable status protected by federal, state, or local laws.
All your information will be kept confidential according to EEO guidelines.
Last updated : 2024-03-31