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)
Contact Center Service Representative/Phone Banker
Remote opportunity available in Charleston Metro Area, Columbia Metro Area, Florence, Myrtle Beach & Greenville/Spartanburg, SC.
Are you passionate about helping others? Do you enjoy interacting with customers over the telephone and working in a high volume, fast-paced environment? As a Contact Center Service Representative you will provide exceptional customer service via telephone and offer financial products and services that meet the customers' needs.
As a Contact Center Service Representative, a typical day might look like this:
This job might be for you if:
The Perks:
We know that pay and benefits are important to you, and they are important to us too. Join our team and you'll enjoy:
To land this role, you need to have a high school diploma (or equivalent), at least one year of customer service experience in a call center or banking environment, and a positive attitude. Apply online at www.scfederal.jobs.
**Must meet the minimum requirements of highspeed internet (20MGB upload, 50MGB download, 60MS or less latency) to support required responsibilities. A higher minimum speed may be required.
**This position is predominately remote, however if you are within a 50-mile radius of headquarters you may be required to come onsite for meetings etc.
NOTE: Relevant military experience is considered for veterans and transitioning service members.
South Carolina Federal Credit Union is an Equal Employment Opportunity Employer.
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