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)
JobDescription :
PositionType : Remote
AgeRequirement : 18 years or older
Eligibility : Must be authorized to work in the USA Australia Mexico orColombia
Experience : No prior experience required;comprehensive training provided
Equipment : Access to a WiFi connection asmartphone orcomputer
Overview :
Asa Remote Scheduling Coordinator you will play a crucial role infacilitating and coordinating scheduling activities for clientssuppliers and internal teams.
This remote position offersflexibility and the opportunity to work with clients and suppliersin multiple countries. Your responsibilities will includeconducting research creating schedules presenting quotes to clientsand maintaining effective communication with suppliers throughemail and other channels.
This independent contractoropportunity is commissionbased and your compensation is derivedfrom the profits generated by your sales(1099).
KeyResponsibilities :
ConductResearch : Gather information relevant to scheduling andcoordination tasks such as availability of resources pricing andschedulingconstraints.
Planning : Develop schedules and plans that meet the needs and expectations ofclients considering time zones resources and other relevantfactors.
ClientInteraction : Communicate directly with clients tounderstand their scheduling preferences provide quotes and addressany inquiries or concerns promptly andprofessionally.
SupplierRelations : Establish and maintain relationships withsuppliers negotiating terms coordinating services and ensuringseamlesscollaboration.
EmailCommunication : Utilize email communication as a primarymeans to facilitate scheduling share updates and address any issuesthat mayarise.
Training : Participate in comprehensive training programs provided by thecompany to acquire the necessary skills and knowledge for therole.
Qualifications :
Communication, Time management
Last updated : 2024-04-18
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