Traffic & Scheduling Analyst

Job Summary: Monitors and analyzes forecasting, staffing, and call traffic and takes action as appropriate.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

q Generates staffing reports based on forecast requirements.

q Authorizes time-off and/or schedules change requests.

q Adjusts current schedule to accommodate approved schedule requests, meetings and training.

q Updates associate database with current status in a timely manner.

q Reviews and resolves schedule requests for meetings and training.

q Monitors and reviews real-time and historical volume reports and recommends/implements routing changes.

q Communicates volume, staffing, and systemic concerns.

q Generates reports in a timely manner.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

Qualifications The requirements listed below are representative of the minimum knowledge, skill, and/or ability required to qualify for performing the job.

Education and/or Experience: Associate's degree (A. A.) or equivalent from two-year college or technical school; or two years experience in a call center or equivalent combination of education and experience.

Computer Skills:  To perform this job successfully, an individual should have knowledge of scheduling and timekeeping software.