Traffic & Scheduling Analyst, Sr

  We've had a hand in helping build communities for over 100 years. We're listed on Fortune's "100 Best Companies to Work For" in 2006. It pays to work at WaMu. We've added even more benefits to our generous package.Learn more at wamu.com/careers Traffic & Scheduling Analyst, Sr At WaMu, our core values inspire and guide our talented team as they help us write our extraordinary ongoing success story.  We believe that a diverse group of talented, committed individuals—working as a team—can make a real difference. We celebrate our successes, learn from our failures, and keep our egos in check. We also manage to keep a sense of humor along the way.  So if you’re ready for WaMu, read on!  Responsible for maximizing dialer efficiency while adhering to all regulations. Responsibilities include, but are not limited to, analyzing call volume and accommodating the needs of the business by placing associates in various dialer jobs or queues based on job function of each associate. Responsible for making decisions regarding off-phone activity for call center agents and communicating this information to agents and managers. Functions as a liaison with business groups during system outages to ensure timely response to both associates and management. Responsible for: preparing and distributing various reports, logging agent call outs, logging events into various databases, such as PTO or Update Time databases, and other projects as assigned. Successful candidate will also be expected to participate in all required training to ensure that all legal and regulatory requirements are met on a continued basis. In addition to the job functions for the 1st Level job this job includes the following: Expert in the Dialer operations function and can handle the most complex dialer issues. Create and maintain Operational Procedures to ensure consistent processes Provide ad hoc reporting as assigned. May provide and support on the job training for new Traffic and Scheduling Analyst. Works independently, and may provide oversight to other staff who are working on complex dialer issues. Relief assignments as assigned excluding personnel issues. Has basic knowledge of workforce optimization and /or dialer operations. Experience in troubleshooting, analyzing and reporting on contact/call center activities or similar Knowledge of resource management processes, practices and applications Experience working with call center metrics and performance standards strongly preferred. A minimum of 2+ years experience in a workforce management role or related analytical background. Expert knowledge in dialer operations. Demonstrated experience in Traffic and Scheduling Analysis.  Washington Mutual is an equal opportunity employer. We embrace differences, welcome diversity, and value a culture of respect.