Traffic and Scheduling Analyst, Senior

  The Active Network/Active.com
  Saratoga Springs, NY
  Administration/Management
  Posted/Updated: 07/23/17
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Job Summary

SUMMARY OF POSITION:

 

Incumbent will be required, under general supervision, to analyze contact center trends including:  call volumes, call patterns, staff productivity, attrition rates and resource allocation.  Incumbent will monitor call volume of inbound call traffic; ensuring customer service needs are met by coordinating and adjusting call volumes in a timely manner.  Incumbent will also utilize analysis results to forecast call arrival, as well as coordinate with other departments during outages and redirect calls.   Incumbent will build proficient staffing and scheduling plans to meet business unit goals and objectives.        

MINIMUM QUALIFICATION REQUIREMENTS:

•                      Bachelor’s degree and three to five years of experience preferred.
•                      Must have the ability to work both in a team environment and independently.
•                      Must require an understanding of the contact center’s staffing availability and call volumes.
•                      Experience with scheduling and/or scheduling software and an understanding of contact center staffing and call volumes strongly desired but not necessary.
•                      Excellent interpersonal communication skills required with an overall positive and professional disposition.
•                      Must be able to manage multiple projects with tight deadlines, possess a high level of self motivation, and have excellent work ethic.
•                      Needs to be adaptable and possess solid organizational and time management skills.
•                      Excellent computer skills are required including MS excel.  Call center technology strongly preferred.
•                      Ability to communicate clearly, concisely, and professionally.
•                      Must have strong organization skills.    

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