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)
Pay Range: Band B – MRP 5
Candidate will serve as a Member Experience AI Telephony expert in the contact center. The ideal candidate will ensure we are attentive to continuously training the bot to ensure a high-quality interaction when leveraging the contact center, whether it be for IVR and/or telephone banking. This individual will consistently review member interactions to determine which questions are being asked that the chatbot hasn’t been able to answer. The individual would be accountable for continuous training of the chatbot expanding the knowledgebase and improving the overall member experience. Additionally, the individual will work closely with our AVP of contact center and Workforce Analyst.
What You’ll Do
What You’ll Bring
What You’ll Get
We know that pay and benefits are important. And, we’ve really got that covered. But, we also know that those are not the only things that you need to decide if this is the place for you. Join our team of Lake Trusters and you’ll enjoy: