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)
The Billing Analyst will be responsible for monitoring the bad debt process for all three Constant Contact brands. The right candidate will be well organized, assertive, and willing to engage our customers in tough conversations. Additionally, this position will support the Finance Billing department by processing incoming customer payments, responding to inquiries from the Billing Support team, and other ad hoc projects. This role is Waltham specific and will require two to three in office days per week.
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0 Contact Center Traffic and Scheduling Analyst jobs found in Cambridge, MA area