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)
Please find below the JD for this requirement. We are looking for Avaya UC resource.
JD –
Should have 7 years of experience in managing Avaya Aura technology.
Handling CCT L2 / L3 / L4 tasks for Avaya Contact Center and Unified Technology.
Preparing RCA and handling P1/P2/P3/P4 issues.
Hands-on experience on Avaya Technologies like CM, SM, SMGR, SDM, ACR
Hands-on experience on Avaya CM gateways like G450, G430, G650 Media gateways.
Working understanding of Avaya Breeze, Avaya Contact Center
Avaya Aura Routing ,Avaya aura Implementations & Servicing.
Good understanding of protocols like SIP and H323, routing protocols, SNMP, MPLS, VRF, DNS, etc.
Good understanding PSTN concepts like, TFN, DID, ANI, etc.
Worked on routing Protocols Like SIP and H323, TCP,TLS
Worked on Avaya Voice implementation Solution .
Customer satisfaction approach.
Campus Voice Network Design and Integration.
Enterprise Avaya Voice Network Design and Implementation.
Understanding of design concepts.
Good Understanding of Cisco IPT like CUCM, CUC will be added advantage.
Working experience in Vendor, OEM will be an added advantage.
Avaya Certification
Job Type: Full-time
Pay: $39,771.80 - $150,000.00 per year
Benefits:
Schedule:
Work Location: On the road