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)
SUMMARY
Responsible for providing customer service responses for all Comporium Services and Products to include, but not limited to : billing, sales, and services issues.
Maintain strong knowledge on all Comporium Services and Products, and providing world class customer service and meet or exceed all sales objectives.
RESPONSIBILITIES
Respond to customer inquiries either by phone, text, email, social media or chat in a timely and professional manner to ensure customer inquiries or concerns are addressed in a satisfactory manner.
REQUIREMENTS
We firmly believe that our company is only as good as the people we employ. Join a company that values its employees and rewards them for a job well done!
Last updated : 2024-03-29
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