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)
Do you have scheduling experience? Do you love an environment that is fast paced?
***Currently we can only accept applicants within driving distance of our Waxhaw location, as some time is spent in office.******
Our company is a relatively young company (8 yrs old) with employees on staff that have been with the company since the beginning.
Our growth is exponential and we have added specialists, developed additional departments and are constantly working to make the company better for our clients and employees.
We are staffing for:
***We do require a person to have access to quiet office space and internet in order to be remote.
Please note that there is specific equipment required for this position that will need to be purchased.**
Bilinguals (fluent in Spanish and English) are encouraged to apply.
Job Types: Full-time, Part-time
Pay: $16.00 - $18.00 per hour
Benefits:
Schedule:
Work Location: Hybrid remote in Waxhaw, NC 28173
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