What does a typical day look like for the Contact Center Traffic Analyst?

  • Manage and direct of all Contact Center traffic utilizing the Workforce Management Suite (system) application.
  • Manage and balance volumes such as approved time off, shift changes, and contact center activities that affect staffing and the department's ability to meet established Service Level objectives.
  • Embrace and initiate continuous improvement in the center.
  • Work with employees and leadership at all levels of the organization to assist in meeting business unit goals, client goals, and corporate objectives.
  • Create the schedule for a team of 25+ people .
  • Coach and mentor staff.

What qualifications do you look for?

  • A current DoD Secret clearance (Interim or higher).
  • 2+ years of related experience.
  • A Bachelor’s degree in related field.
  • Experience in customer service and responding to requests for information.
  • Experience with Verint.
  • Experience with Forecasting & Trend Analysis.
  • Proficient with Microsoft Office programs.
  • Experience with WFM applications.
  • Strong analytical skills to make sound real time decisions.
  • Strong attention to detail with strategic thinking and planning skills required.
  • Excellent interpersonal skills including strong listening, written and verbal communication, with ability to communicate with others clearly and professionally.

We're extra impressed by:

  • Contact center experience preferred.
  • 24/7 call center scheduling preferred.
  • Experience with call routing strategies preferred.

Additional Requirements:

  • Ability to sit for extended periods of time.
  • Ability to stand for extended periods of time.
  • Ability to walk to various locations as needed.