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)
Full-time (40 Hours)
WHO WE ARE
Goldenwest Credit Union is a premier non-profit financial cooperative providing exceptional member service to our members in Utah and Idaho.
Our employees earn a guaranteed base wage, annual bonus and a generous incentive / commission schedule. We provide outstanding benefits, including :
If what we offer interests you and you are committed to being part of an extraordinary team, apply now! We’d love to create a mutually beneficial partnership!
WHAT WE LOOK FOR
Ideal candidates will exhibit an energetic, friendly and positive attitude! We are looking for people who believe in doing the right thing, want to make a lasting impact, strive to be better every day and aren’t afraid to grow! We are an organization of people helping people!
Key Competencies
WHAT YOU CAN EXPECT
Our Contact Center Specialists eagerly resolve inbound member calls regarding loans, payments, transfers, investment certificates, and new accounts.
Location, Schedule Availability & Salary Information
Essential Duties & Responsibilities
Experience, Education & Certification
Last updated : 2024-03-23
0 Contact Center Traffic and Scheduling Analyst, Sr. jobs found in Orem, UT area