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)
Are you ready for an exciting career in the financial services industry? If so, Andrews Federal is the place for you! Andrews Federal is a transformative, international financial institution, proud to serve our military and communities. Our top priority remains to help our members achieve financial wellness.
With a positive workplace culture embedded in every aspect of our DNA, our organization has been certified as a Great Place to Work for 4 years. Andrews Federal offers a highly competitive compensation and benefits package to maintain a happy and healthy workforce.
As our organization continues to thrive, we seek a highly motivated workforce that is not afraid to provide innovative solutions within the financial services industry. Our leaders encourage collaboration and new ideas as we continue to serve our global membership.
Some of the perks of working at Andrews Federal include:
PURPOSE OF POSITION
Manage and direct all aspects of Incoming & Outgoing Contact Center operations. Implement and review Contact Center procedures. Responsible for setting & achieving Service Levels, Survey Results, and Sales Production while providing best-in-class quality. Find solutions to improve Contact Center operations and increase profitability.
ESSENTIAL DUTIES
REQUIRED EXPERIENCE
PHYSICAL REQUIREMENTS
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0 Contact Center Traffic and Scheduling Analyst jobs found in Reston, VA area