Contact Center Traffic and Scheduling Analyst 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. Being a Contact Center Traffic and Scheduling Analyst 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. Additionally, Contact Center Traffic and Scheduling Analyst 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. The Contact Center Traffic and Scheduling Analyst occasionally directed in several aspects of the work. Gaining exposure to some of the complex tasks within the job function. To be a Contact Center Traffic and Scheduling Analyst typically requires 2-4 years of related experience. (Copyright 2024 Salary.com)
The Team Georgia Marketplace initiative continues to grow with the addition of this Contact Center Analyst position. We are seeking an individual with strong technical PeopleSoft and customer service skills lead the day to day efforts of analyzing customer business needs and issues. This role also extends into tracking and control of resources and staffing for the help desk, working under minimal supervision and serving as an expert assigned area.
Job Responsibilities:
This position may require some travel.
Completion of a pre-employment background check is required.
DOAS participates in a hybrid work environment and
telework is encouraged with some days in the office required.
MINIMUM ENTRY QUALIFICATIONS:
Note: An equivalent combination of education and job specific experience that provided the knowledge, experience and competencies required to successfully perform the job at the level listed may be substituted on a year-over-year basis.
PREFERRED QUALIFICATIONS: Preference will be given to applicants who, in addition to meeting the minimum qualifications, possess one or more of the following items below. PLEASE CLEARLY INDICATE YOUR KNOWLEDGE OF THESE QUALIFICATIONS ON YOUR RESUME.
Three years of experience in help desk, call center or systems support environment
Experience working with PeopleSoft Financials
Experience working with Procurement Applications Systems in a call center environment
Experience using a cloud based application such as CRM, ACD call platformApplications accepted at Team Georgia Careers
https://careers.georgia.gov/jobs/contact-center-analyst-spd-44253
Due to the volume of applications received, we are unable to provide information on application status by phone or email. Only those applicants selected for an interview will be contacted by the hiring agency.
This position is subject to close at any time once a satisfactory applicant pool has been identified.
DOAS is an equal opportunity employer.
When applying for this position, you will be asked if you meet the minimum qualifications for this position as stated below and may possibly be presented with additional questions to assess preferred qualifications. Preference will be given to applicants who meet one or more of the preferred qualifications and have demonstrated experience clearly indicated in their work history.