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)
Description
Do you want to shift gears into a new IT career? We will steer your future towards the finish line!
Frontline Managed Services is looking for talented individuals who are passionate about technology. If you are a fan of technology and want to turn it into an IT career, you would be a perfect candidate for our Help Desk opportunities. We will enhance your skillset by providing you with four weeks of industry leading training and ongoing professional opportunities via our career development program Frontline Managed Services University (FMSU).
What is FMSU?
Benefits of frontline Managed Services include:
Information Technology Analyst Duties:
Job Type: Full-time
Pay Starts at: 22 an hour
Work Location: 745 Fort St., 20th Floor, Suite 2000, Honolulu, HI, 96813
“We are an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.”
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