Call Center Traffic And Scheduling Analyst (S)

Career Area

Financial Management

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.

Number of Positions Remaining

1

Vacancy Number

C1-000794-2025

Additional Qualifications/Requirements

• Work – Onsite HQ – Dallas TX.
• PCS Not Authorized / LSP Not Authorized

Technical (Preferred/Required Skills/Systems):

• EXCEL & ACCESS – INTERMEDIATE LEVEL – Required
• MICROSOFT OUTLOOK – Required
• MICROSOFT WORD – Required
• WORKFORCE MGMT SOFTWARE – Required
• Call Center Workforce Management experience – Preferred
• Verint forecasting experience – Preferred.
• Strong analytical, excel reporting experience.

Job Title

Call Center Traffic And Scheduling Analyst (S)

Employment Category

Regular Full Time

Job Grade

3

Job Tier

3

Job Qualifications

Two years of experience in call center scheduling and analysis (requires experience in any two of these of three media: phone, chat, and email) and one year of experience in call center customer contact.

Supervisor

No

Facility Name

ECOM CUSTOMR EXPERIENCE

Job Type

Management

Salary Minimum

$46,937.00

Exchange Location

United States – Texas – AAFES Headquarters (Dallas)

Major Duties

Reviews/analyzes workforce management data to determine optimal call center staffing needs.

Establishes/maintains schedules for call center associates. Adapts schedules for training, coaching, and other related job meetings.

Monitors/updates real-time scheduling and call volume for predictable patterns or spikes.

Performs other duties as assigned.

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