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Field Operations Traffic and Scheduling Analyst

US Tech Solutions, Inc High Point Full-Time
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US Tech Solutions is seeking a 
Field Operations Traffic and Scheduling Analystfor 12 Months with a client in High Point, NC


Job Summary:  

 

  • Provides multi-level support to management and associated service centers, including scheduling, reporting, and trend analysis.
  • Monitors real-time queue and adherence reports to ensure service level and response time objectives are met.
  • Evaluates peaks in call volume to troubleshoot and respond to fluctuations.
  • Ensures maximum utilization of existing technologies to support efficient distribution of traffic and use of staff.
  • Communicates inter-day planning for contact centers to coordinate scheduling segments of time off phones.
  • Tracks the impact to service centers of system downtime and existing support issues to assist with planning for future down
  • time.
  • Generates and analyzes reports to update management regarding call metrics.
  • Coordinates Paid Time Off bid process to balance personnel needs and staffing needs.
  • Builds and updates data in systems needed to support contact centers (EWFM, Aspect, Avaya, RNT, Desk view) to maintain
  • current database information.
  • Maintains and adjusts call queues in EWFM to maintain balance of staffing.
  • Creates and updates procedure manual for Service Support Analysts to ensure accurate and up-to-date training is received.
  • Facilitates system training for new hires and management to educate on tracking and scheduling systems.
  • Provides monthly reporting to management to support staffing needs.


Qualifications: 

 

Detailed knowledge in MS Excel, Access, IVR and contact center systems preferred.

Calabrio experience preferred.



Education:

 

Associate Degree preferred


About US Tech Solutions:  
Your talent, our opportunities - This is the premise behind US Tech Solutions.

You have the skill we have the opportunity. As a team, we work passionately for you to get the right career opportunity across industry verticals and functions. For past sixteen years, leading Global

Companies and Fortune 500 come to us to get the right talent. Whether you want to work as full-time, contractor or part-time, technical or non-technical our talent consultants will connect with the right career opportunity globally.

Connect with our talent team today.

USTECH was founded in 2000 by Manoj Agarwal. Today, we are a global firm offering talent solutions to 150 customers including 20% of Fortune 500 across Financial Services, Healthcare, Life Sciences, Aerospace, Energy, Retail, Telecom, Technology, Manufacturing, and Engineering. We are headquartered in New Jersey with 40 global locations across the USA, Canada, Europe, and India. Deloitte has recognized USTECH as one of the fastest growing private businesses for the past five consecutive years and INC 500 for the past three. We have also been rated “The Top Business in the US" by Diversity Business since 2011. To learn more about how US Tech Solutions visit our website: www.ustechsolutions.com.

“US Tech is an Equal Opportunity Employer" and “US Citizens & all other parties authorized to work in the US are encouraged to apply."

URL blocked - click to apply: Interested candidates are requested to send their resume to URL blocked - click to applyNidhi at URL blocked - click to apply


US Tech Solutions is seeking a Field Operations Traffic and Scheduling Analystfor 12 Months with a client in High Point, NC


Job Summary:  

 

  • Provides multi-level support to management and associated service centers, including scheduling, reporting, and trend analysis.
  • Monitors real-time queue and adherence reports to ensure service level and response time objectives are met.
  • Evaluates peaks in call volume to troubleshoot and respond to fluctuations.
  • Ensures maximum utilization of existing technologies to support efficient distribution of traffic and use of staff.
  • Communicates inter-day planning for contact centers to coordinate scheduling segments of time off phones.
  • Tracks the impact to service centers of system downtime and existing support issues to assist with planning for future down
  • time.
  • Generates and analyzes reports to update management regarding call metrics.
  • Coordinates Paid Time Off bid process to balance personnel needs and staffing needs.
  • Builds and updates data in systems needed to support contact centers (EWFM, Aspect, Avaya, RNT, Desk view) to maintain
  • current database information.
  • Maintains and adjusts call queues in EWFM to maintain balance of staffing.
  • Creates and updates procedure manual for Service Support Analysts to ensure accurate and up-to-date training is received.
  • Facilitates system training for new hires and management to educate on tracking and scheduling systems.
  • Provides monthly reporting to management to support staffing needs.


Qualifications: 

 

Detailed knowledge in MS Excel, Access, IVR and contact center systems preferred.

Calabrio experience preferred.



Education:

 

Associate Degree preferred


About US Tech Solutions:  
Your talent, our opportunities - This is the premise behind US Tech Solutions.

You have the skill we have the opportunity. As a team, we work passionately for you to get the right career opportunity across industry verticals and functions. For past sixteen years, leading Global

Companies and Fortune 500 come to us to get the right talent. Whether you want to work as full-time, contractor or part-time, technical or non-technical our talent consultants will connect with the right career opportunity globally.

Connect with our talent team today.

USTECH was founded in 2000 by Manoj Agarwal. Today, we are a global firm offering talent solutions to 150 customers including 20% of Fortune 500 across Financial Services, Healthcare, Life Sciences, Aerospace, Energy, Retail, Telecom, Technology, Manufacturing, and Engineering. We are headquartered in New Jersey with 40 global locations across the USA, Canada, Europe, and India. Deloitte has recognized USTECH as one of the fastest growing private businesses for the past five consecutive years and INC 500 for the past three. We have also been rated “The Top Business in the US" by Diversity Business since 2011. To learn more about how US Tech Solutions visit our website: www.ustechsolutions.com.

“US Tech is an Equal Opportunity Employer" and “US Citizens & all other parties authorized to work in the US are encouraged to apply."

URL blocked - click to apply: Interested candidates are requested to send their resume to URL blocked - click to applyNidhi at URL blocked - click to apply


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