Call Center Traffic & Scheduling Specialist

Responsible for analyzing and monitoring the call volume, productivity, attrition rates, resource allocations and call patterns of inbound call traffic to optimize staffing levels and distributes calls based on staff availability. Ensures clients needs are met by coordinating and adjusting call volumes in a timely manner. Creates and utilizes call volume reports to forecast call arrivals to help meet business needs and objectives. Coordinates with other departments when outages occur and calls must be redirected. May recommend operational improvements. May assists with monitoring and training of staff. Assists with other departmental duties as assigned.Call Cntr Traff Sched Spec I, N15 - Typically requires a High School diploma or equivalent and 2+ years of directly related experience. Broad application of principles, theories, and concepts in applicable discipline. Proficient knowledge of call center call volumes, call patterns, staffing and avalibility. Must have good analysis, forcasting, computer and customer service skills.Call Cntr Traff Sched Spec II, N16 - Typically requires a High School diploma or equivalent and 4+ years of directly related experience. Contributes to the development of new theories and methods. Advanced knowledge of call center call volumes, call patterns, staffing and avalibility. Must have good analysis, forcasting, computer and customer service skills.Call Cntr Traff Sched Spec III, N17 - Typically requires a High School diploma or equivalent and 6+ years of directly related experience. Contributes to the development of innovative principles and ideas. Expert knowledge of call center call volumes, call patterns, staffing and avalibility. Must have good analysis, forcasting, computer and customer service skills.Equal Opportunity Employer
REQUIREMENTS
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