Contact Center Analyst NCC - Leadership and Support
TIAA•Charlotte, NC
•Onsite
About The Position
The Contact Center Analyst assists in scheduling the most accurate number of contact center specialists in a given time period to match the volume of inbound calls. Under close supervision, this job aims to improve both workplace efficiency and staff retention.
Requirements
- 3yrs of working experience
- 2+yrs of experience in contact center
- Excel experience
- Physical Requirements: Sedentary Work
- Career Level 5IC
Nice To Haves
- Analytical
- Prior experience with scheduling software
- Experience with Microsoft office and zoom
Responsibilities
- Assists with forecasting the number of inbound calls for upcoming periods to predict future workload and necessary staff.
- Compiles data on staff performance, call handling ability, availability, etc. to determine the most time and cost effective schedule for contact centers.
- Ensures the contact center is properly staffed and running smoothly during the planned schedule period.
- Plans for unexpected conflicts in order to re-forecast and ensure service levels are being met.
- Assists with creating spreadsheets to efficiently keep track of staff schedules.
Benefits
- superior retirement program
- highly competitive health, wellness and work life offerings
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
