| Contact Center Traffic and Scheduling Analyst III |
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| Also referred to as: Contact Center Traffic and Scheduling Analyst III, Senior Call Center Traffic and Scheduling Analyst, Sr. Call Center Traffic and Scheduling Analyst, Call Center Traffic and Scheduling Analyst, Sr. |
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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. Work is generally independent and collaborative in nature. Contributes to moderately complex aspects of a project. Typically requires 4-7 years of related experience. |
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| Similar Jobs: Contact Center Traffic and Scheduling Analyst II, Contact Center Traffic and Scheduling Supervisor, Contact Center Traffic and Scheduling Manager, Contact Center Traffic and Scheduling Assistant, Contact Center Traffic and Scheduling Analyst I, Contact Center Traffic and Scheduling Senior Assistant, Contact Center Scheduler I, Contact Center Senior Manager, Contact Center Manager |
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| Level of Education: Contact Center Traffic and Scheduling Analyst III Salaries with a Bachelor's Degree, Contact Center Traffic and Scheduling Analyst III Salaries with a Master's Degree or MBA, Contact Center Traffic and Scheduling Analyst III 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 | |
