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)
Title: Client Contact Center Specialist
Location: Livermore, CA
Hiring salary range: $22.19 - $49.18 per hour
Fremont Bank founded in 1964, is one of the oldest independently owned banks in the Bay Area and is one of the top rated mid-tier banks in the nation. Voted a Top Workplace for 2022 and for the past twelve consecutive years, Fremont Bank has an immediate opening for a Client Contact Center Specialist in Livermore, CA.
Position Overview
The Client Contact Center Specialist is responsible for providing support and assistance to existing clients, potential clients, and other parties who contact Fremont Bank by telephone and/or email, including other departments. When responding to incoming phone calls and emails, the Client Contact Center Specialist adheres to established Fremont Bank policies and procedures to effectively satisfy inquiries, diffuse situations, resolve problems, fulfill service requests and cross-sell relevant products and services as presented by the client. The Client Contact Call Center Department is a high-volume contact center serving customers and the sales team.
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0 Contact Center Traffic and Scheduling Analyst, Sr. jobs found in San Jose, CA area