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Call Center Traffic Analyst


This is a Contract position in Hutchins, TX posted April 4, 2021.

Responsible for the real-time and intraday management of calls, staff forecasting and scheduling, and coordination of centralized Workforce Management resources for Greyhound’s virtualized contact centers.

Key Responsibilities

  • Create and maintain key operational metric reporting consisting of center statistics, monthly KPI’s, trend reporting and agent level statistics
  • Monitor and manage intraday call volume to internal and outsourced contact centers to ensure load balancing and compliance to forecast agreements
  • Create and maintain accurate schedules in IEX across all centers
  • Monitor real-time call statistics schedule adherence and communicate with decentralized Workforce Management teams to ensure on-phone and off-phone activity is managed efficiently throughout the day, including overtime and voluntary time off to ensure occupancy and ASA goals are met.
  • Generate and communicate off-phone activity, staffing issues, performance measurements and call statistics reports to appropriate members of management
  • Other duties as assigned



  • 2 + years call center operations experience
  • 2 + years experience using call center WFM software (IEX)
  • 2 + years experience using call center ACD, CMS and IVR (Avaya)


  • Intermediate/Advanced MS Office Suite (Word, Excel, Powerpoint, Access) Required
  • Excellent time management and the ability to work with minimal supervision
  • Strong verbal and written communication skills and the ability to effectively interact at all levels
  • Independent problem solving and decision making
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