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
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
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
Upload and Match Resume
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
