| Contact Center Traffic and Scheduling Analyst II |
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| Also referred to as: Contact Center Traffic and Scheduling Analyst II, Call Center Traffic and Scheduling Analyst II, Customer Service Center Traffic and Scheduling Analyst II, Traffic Workforce Analyst II |
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| Requirements and Responsibilities |
| 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. 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. 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. Occasionally directed in several aspects of the work. Gaining exposure to some of the complex tasks within the job function. Typically requires 2-4 years of related experience. |
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| Similar Jobs: Contact Center Traffic and Scheduling Analyst III, Contact Center Traffic and Scheduling Manager, Contact Center Traffic and Scheduling Supervisor, Contact Center Traffic and Scheduling Analyst I, Contact Center Traffic and Scheduling Assistant, Contact Center Traffic and Scheduling Senior Assistant, Contact Center Scheduler I, Contact Center Director, Contact Center Manager |
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| Level of Education: Contact Center Traffic and Scheduling Analyst II Salaries with a Bachelor's Degree, Contact Center Traffic and Scheduling Analyst II Salaries with a Master's Degree or MBA, Contact Center Traffic and Scheduling Analyst II Salaries with a JD, MD, PhD or Equivalent |
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| Industries: Aerospace & Defense, Biotechnology, Business Services, Chemicals, Construction, Edu., Gov't. & Nonprofit, Energy & Utilities, Financial Services, Healthcare, Hospitality & Leisure, Insurance, Internet, Media, MFG Durable, MFG Nondurable, Pharmaceuticals, Retail & Wholesale, Software & Networking, Telecom, Transportation | |
