Analyzes contact center trends, including call volume, call patterns, staff productivity, attrition rates, and resource allocation. Ensures customer service needs are met by coordinating and adjusting the call volume in a timely manner. Monitors inbound/outbound traffic and ensures efficient distribution based off staff availability. Monitors inbound queues and ensures technicians are available for support. Maintains target service levels. Provides hourly, daily, and weekly service levels and performance reporting for call centers. Provides daily and weekly performance on other key metrics including percent to forecast, abandon rate, headcount variance and outages. Responds to contact center routing and tool outages and other business continuity and recovery events.
Knowledge of basic principles, methods, technologies and practices of a professional / technical field. Apply a basic understanding of the underlying principles of a professional discipline-typically obtained through formal study.
General knowledge of procedures and activities within own work area. Ability to relate actual day-to-day work to business priorities. Focused on learning the key aspects and duties of the job being performed.
Advanced data analysis skills. Strong knowledge of Dell’s queue structure, products, and service offerings. Advanced knowledge and understanding of contact center tools and systems, policies, and procedures, call flow and routing.
Proficiency in Microsoft Office
Advanced verbal and written communication skills.
Innovates, Inclusive, Simplifies, Decides, Customer First, Personal Effectiveness, Engages others.
4-6 years of relevant experience or equivalent combination of education and work experience. Undergraduate degree and 0-2 years relevant experience.
**Job:** **Call Center - Call Routing and Scheduling*
**Title:** *Call Routing and Scheduling Analyst*
**Location:** *TX-Round Rock*
**Requisition ID:** *160012J6*
**Other Locations:** *North America-US-OK-Oklahoma City*