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)
Full Job Description
Barbara's Answering Services is to provide a world-class customer experience, starting with the Contact Center, in line with its industry-disrupting Ultimate Intelligent TechLuxury Electric Vehicle and related product and service offerings. The Contact Center Specialist for Barbara's Answering Services Customer Support Contact (Call) Center will be one of a tight-knit internal team serving as the company’s representative to inquiries from leads and drivers. This position requires a high-level customer and employee interaction, so the ideal candidate will require a strong level of customer service skills and experience.
This position will be responsible for responding in a timely, accurate, effective, and friendly manner to any and all inquiries as part of a team tasked with developing and enhancing relationships with current and future Barbara's Answering Services drivers, as well as with internal and 3rd party teams and vendors to ensure issues are optimally and efficiently resolved. Successful associates will work well in a demanding environment with both independent and team priorities, will contribute to the ongoing upkeep of knowledge content and will stay apprised of company offerings, and will provide valuable, actionable insights from the Voice of the Customer to drive optimal product, service and process offerings.
The Candidate will be expected to demonstrate excellence in their respective fields, to possess the ability to learn quickly and to strive for perfection within a fast-paced environment. Work alongside some of the most accomplished minds in the industry. Beyond providing competitive salaries, we're providing a community for innovators who want to make an immediate and significant impact. If you are driven to create a better, more sustainable future, then this is the right place for you.
Basic Qualifications:
Benefits
Faraday Future is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.
Benefits
Barbara's Answering Services is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.
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