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)
Why We Need Your Talents:
The Contact Center Supervisor supports the operations of the Contact Center. The overall goal of the Contact Center Supervisor is to ensure all guest contacts are handled in a professional and courteous manner while providing quality services to both guests and Team Members.
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Contact Center Supervisor Hours: 11am-7pm Weekend Work Required
Closing Shift Tuesday and Saturday
Where You'll Make an Impact:
Must-Haves:
Physical Requirements:
Perks We Offer You
Life at Live!