Army & Air Force Exchange Service CALL CTR TRAFFIC SCHED ANALY SR in AAFES Headquarters (Dallas), Texas

Job Description

ANALYZES CALL CENTER VOLUME, PRODUCTIVITY, AND PATTERNS TO OPTIMIZE STAFFING LEVELS. SCHEDULES CALL CENTER EMPLOYEES TO ENSURE CUSTOMER SATISFACTION. RELIES ON EXTENSIVE EXPERIENCE AND JUDGMENT TO PLAN AND ACCOMPLISH GOALS.

Major Duties

REVIEW/ANALYZE WORKFORCE MANAGEMENT DATA TO DETERMINE OPTIMAL CALL CENTER STAFFING NEEDS ESTABLISH/MAINTAIN SCHEDULES FOR CALL CENTER ASSOCIATES; ADAPT SCHEDULES FOR TRAINING, COACHING, AND OTHER RELATED JOB MEETINGS MONITOR/UPDATE REAL-TIME SCHEDULING AND CALL VOLUME FOR PREDICTABLE PATTERNS OR SPIKES performs other related duties as assigned

Job Qualifications

2 YEARS EXPERIENCE IN CALL CENTER SCHEDULING AND ANALYSIS (REQUIRES EXPERIENCE IN ANY TWO THESE OF THREE MEDIA: PHONE, CHAT, AND EMAIL) AND ONE YEAR EXPERIENCE CALL CENTER CUSTOMER CONTACT.

Additional Qualifications/Requirements

Technical (Preferred/Required Skills/Systems):

  • EXCEL & ACCESS - INTERMEDIATE LEVEL - Required
  • MICROSOFT OUTLOOK - Required
  • MICROSOFT WORD - Required
  • WORKFORCE MGMT SOFTWARE - Required

Vacancy Number: C1-000496-2017

Job Title: CALL CTR TRAFFIC SCHED ANALY SR

Exchange Location: United States - Texas - AAFES Headquarters (Dallas)

Facility Name: CREDIT PGM CONTACT CTR

Employment Category: Regular Full Time

Career Area: Financial Management

Job Grade: 3

Job Tier: 3

Supervisor: No

Salary Minimum: $40,968.00

Number of Positions Remaining: 1

Removal Date: 26-Jun-2017