| Contact Center Traffic and Scheduling Analyst, Sr. |
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| Also referred to as: Contact Center Traffic and Scheduling Analyst, Sr., Call Center Traffic and Scheduling Analyst, Sr., Sr. Customer Service Center Traffic and Scheduling Analyst |
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| Requirements and Responsibilities |
| Analyzes contact center patterns, including volumes, trends, attrition rates, and contact center representative productivities. Ensures customer satisfaction by monitoring, balancing and redirecting inbound traffic in a timely manner. Utilizes the analysis results to forecast contact center workload and builds resourcing and scheduling plans to meet business objectives. Coordinates with other teams when overflow occur and inbound traffic must be redirected. May assist lower level traffic and scheduling staff. May provide recommendations for improving contact center operations. Requires a bachelor's degree. Typically reports to a manager. Gains exposure to some of the complex tasks within the job function. Occasionally directed in several aspects of the work. Typically requires 2 to 4 years of related experience. |
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| Similar Jobs: Contact Center Traffic and Scheduling Analyst, Contact Center Scheduler, Contact Center Director, Contact Center Manager, Contact Center Scheduling Supervisor, Inbound Contact Center Senior Supervisor, Contact Center Scheduling Manager, Contact Center Senior Manager, Contact Center Scheduler, Sr. |
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| Level of Education: Contact Center Traffic and Scheduling Analyst, Sr. Salaries with a Bachelor's Degree, Contact Center Traffic and Scheduling Analyst, Sr. Salaries with a Master's Degree or MBA, Contact Center Traffic and Scheduling Analyst, Sr. 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 | |
