Contact Center Traffic and Scheduling Analyst, Sr. 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, Sr. 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, Sr. 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, Sr. work is generally independent and collaborative in nature. Contributes to moderately complex aspects of a project. To be a Contact Center Traffic and Scheduling Analyst, Sr. typically requires 4-7 years of related experience. (Copyright 2024 Salary.com)
The Traffic Engineering Analyst performs professional engineering work by applying standard techniques, procedures, and criteria in carrying out routine engineering tasks under supervision.
Responsibilities:
The Traffic Engineering Analyst:
• Performs traffic and transportation systems analysis, traffic impact analysis, and corridor studies.
• Provides support to the professional engineering staff in the development of traffic and roadway plans and design.
• Applies prescribed methods to complete limited and specific portions of the broader assignment.
• Prepares preliminary analysis on a variety of technical tasks.
• Evaluates data to assist in creating solutions to transportation issues.
• Other duties as assigned.
Required Qualifications:
• Degree in civil engineering, planning or related field.
• EIT certification or ability to acquire same within 3 months.
• 0-6 years of progressive experience performing engineering duties similar to those listed above. Particular consideration is given to experience with Traffic Impact Analysis, corridor mobility and long-term improvement analysis, and signal/electrical design.
• Knowledge of engineering software, programs, and methods used for duties described above.
Desired Qualifications:
• Experience using SYNCHRO, CORSIM, VISSIM and similar modeling software.
• Experience with CADD software such as Microstation.
• Knowledge of and familiarity with transportation manuals and regulations.
Equal Opportunity Employer/Veterans/Disabled
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