Contact Center Traffic and Scheduling Analyst jobs in Pennsylvania
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)
Recently Added Contact Center Traffic and Scheduling Analyst jobs
- Ventures Unlimited Inc.
-
Pittsburgh, PA
FULL_TIME
-
Company Description
VUI since 2004 has been helping clients improve their business, environmental and social performance. We do this by applying innovative processes, market intelligence and fresh thinking.
We provide advice and consulting services at strategic, policy and operational levels, concentrating on three key areas:Job Description
Kindly find the JD below for your reference.
Title: Business Analyst - Contact Center
Location: Pittsburgh, PA
Type: Fulltime// Permanent
Compensation: Base Salary Benefits relocation expenses (if required)
Interview Process: Phone and Skype Hire
Roles & Responsibilities:
Work will be focused on delivery of a new and Enhancements for Retail IVR system
Conduct requirement gathering sessions with Line of Business and 'understand' IVR Requirements.
Document business requirements, functional/non-functional requirements, use cases and call flows.
Define Business Solutions around IVR and Routing Requirements.
Assist with users acceptance testing.
Employs traceability of requirements
Ensures sign-off and baseline of requirements
Anticipates and actively resolves problems and issues with requirements.
Analyzes and communicates impacts to a project’s business case and identifies areas of requirements risks.
Strong and Clear Communication Skills
SDLC - Agile Experience is a plus
Must have Skills:
5-6 years of 'Progressive' Business Analyst Experience
Call Center/Routing/IVR experience
Strong communication Skills
Proficient in requirements gathering documentation
SDLC - Waterfall/Agile. Agile experience is a plus
Understanding of Nuance VUI documentation
Nice to have:
Banking or Credit Card industry experience background
Understanding of Mortgage and Loan Process
SDLC -Agile
Clarity v13
Thanks & Regards…
------------------------------
Prabhat kumar
Tel: 856-842-1988 Ext - 143
Ventures Unlimited Inc.
Additional Information
Interested candidate Please call ma at Phone: 856-842-1988 Ext 143,
- 20 Days Ago
- F.N.B. Corporation
-
Hermitage, PA
FULL_TIME
- Primary Office Location:503 Martindale Street 4th Floor. Pittsburgh, Pennsylvania. 15212.Join our team. Make a difference - for us and for your future.Position Title: Digital Support Systems AnalystBu...
- 15 Days Ago
- First National Bank
-
Pittsburgh, PA
FULL_TIME
- Job DetailsPrimary Office Location:503 Martindale Street 4th Floor. Pittsburgh, Pennsylvania. 15212.Join our team. Make a difference - for us and for your future.Position Title: Digital Support System...
- 2 Months Ago
- Scheduling - Energy Transfer Family of Partnerships Careers
-
NEWTOWN SQUARE, PA
FULL_TIME
- Manages employees who perform in-depth and complex planning, scheduling, and coordination of product movements of bulk liquids via pipeline, truck, rail, and barge/vessel to ensure continuity of suppl...
- 13 Days Ago
- Benefits Data Trust
-
Philadelphia, PA
FULL_TIME
- Benefits Data Trust (BDT) seeks a Contact Center Supervisor to oversee all aspects of the Benefits Outreach Specialist’s (BOS) performance, from supporting brand new hires, to coaching and developing ...
- 2 Days Ago
- Integrated Resources INC
-
Wayne, PA
FULL_TIME
- Company DescriptionA Few Words About UsIntegrated Resources, Inc is a premier staffing firm recognized as one of the tri-states most well-respected professional specialty firms. IRI has built its repu...
- 3 Days Ago
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- Clark Creative Solutions
-
Silver Spring, MD
- Job Description Job Description We are seeking a highly motivated and customer-oriented Bilingual Call Center Representa...
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- Metlife Legal Plans
-
Cleveland, OH
- Job Description Job Description MetLife Legal Plans is currently hiring a Client Service Center Analyst & Scheduling Spe...
- 6/11/2024 12:00:00 AM
- TekJobs
-
Alpharetta, GA
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- Iron Bow Technologies
-
Manassas, VA
- Iron Bow Technologies is for people who believe trust is paramount, transformation is embraced, and the future is here, ...
- 6/8/2024 12:00:00 AM