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)
What You’ll Do
The Contact Center Representative will provide excellent member service through responding to telephone calls, emails, web chat and other interaction channels. This position acts as the most common touch point for SAG-AFTRA and is expected to have broad knowledge of the processes, policies and operations of the entire organization. Cashiering, Contracts, Membership, and Residuals Processing are key subject areas.
First level contract assessment and support; advocate for members working under a SAG-AFTRA collective bargaining agreement by answering questions for members, producers, studio executives, labor attorneys, casting agents and other industry professionals.
(This section provides a general summary of the most significant job duties performed. It does not explain in detail every single duty performed.)
What You’ll Need
We want to make sure you’re successful. To be considered, you must have:
(The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of this job with or without reasonable accommodation, using some other combination of skills and abilities.)
MINIMUM QUALIFICATIONS:
TESTING REQUIREMENTS:
What You’ll Get
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0 Contact Center Traffic and Scheduling Analyst jobs found in Newhall, CA area