| Contact Center Traffic and Scheduling Analyst II Job Description |
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| The following is a full job description for Contact Center Traffic and Scheduling Analyst II. Here are the requirements and responsibilities for Contact Center Traffic and Scheduling Analyst II along with statistics. If after reading this page you determine that Contact Center Traffic and Scheduling Analyst II is not the position you are looking for, you may want to try one of these similar titles: 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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| Requirements and Responsibilities For Contact Center Traffic and Scheduling Analyst II |
| 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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| Also referred to as: Call Center Traffic and Scheduling Analyst II, Customer Service Center Traffic and Scheduling Analyst II, Traffic Workforce Analyst II |
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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 | |
