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Alternate job titles: Contact Center Scheduling Manager | Contact Center Agent and Resources Scheduling Manager | Customer Service Center Forecasting/Optimization Manager | Workforce Management and Scheduling Manager

The Call Center Scheduling Manager ensures that staff has the information needed to appropriately analyze, forecast and schedule work for the contact center. Manages the contact center scheduling staff, activities, and goals. Being a Call Center Scheduling Manager is responsible for the volume of work produced based on scheduling meets operational goals regarding resource and budget targets. Develops and oversees the scheduling systems, including process, policy, and operating structure. In addition, Call Center Scheduling Manager advanced analytical skills are typically required. Requires a b more...



Alternate job titles: Contact Center Scheduling Supervisor | Contact Center Agent and Resources Scheduling Supervisor | Customer Service Center Forecasting/Optimization Supervisor | Workforce Management and Scheduling Supervisor

The Call Center Scheduling Supervisor is responsible for contact center workforce scheduling to ensure high utilization rate and operational needs. Leads contact center scheduling function daily activities. Being a Call Center Scheduling Supervisor provides recommendations for improving contact center scheduling and operations. Coordinates with management to forecast headcount needs and develop staffing plan. In addition, Call Center Scheduling Supervisor advanced analytical skills are typically required. Typically requires a bachelor's degree. Typically reports to a manager. The Call Center S more...


Alternate job titles: Contact Center Traffic and Scheduling Manager | Customer Service Center Traffic and Scheduling Manager | Traffic Workforce Manager

The Call Center Traffic and Scheduling Manager oversees the configuration of the Automatic Call Distribution (ACD) system to automatically distribute calls uniformly among representatives. Manages a team that is responsible for analyzing contact center patterns, including volumes, trends, attrition rates, and contact center representative productivities. Being a Call Center Traffic and Scheduling Manager ensures customer satisfaction by overseeing the call volume and redirecting inbound traffic as needed. Monitors the productivity of customer service representatives. In addition, Call Center T more...


Alternate job titles: Contact Center Traffic and Scheduling Analyst II | Customer Service Center Traffic and Scheduling Analyst II | Traffic Workforce Analyst II

The Call Center Traffic and Scheduling Analyst II utilizes the analysis results to forecast contact center workload and builds scheduling plans to meet business objectives. Analyzes contact center patterns, including volumes, trends, attrition rates, and contact center representative productivities. Being a Call Center Traffic and Scheduling Analyst II collaborates with other teams when overflow occurs, and inbound traffic must be redirected. Ensures customer satisfaction by monitoring, balancing, and redirecting inbound traffic in a timely manner. In addition, Call Center Traffic and Scheduli more...



Alternate job titles: Contact Center Traffic and Scheduling Analyst III | Customer Service Center Traffic and Scheduling Analyst III | Traffic Workforce Analyst III

The Call Center Traffic and Scheduling Analyst III utilizes the analysis results to forecast contact center workload and builds scheduling plans to meet business objectives. Analyzes contact center patterns, including volumes, trends, attrition rates, and contact center representative productivities. Being a Call Center Traffic and Scheduling Analyst III collaborates with other teams when overflow occurs, and inbound traffic must be redirected. Ensures customer satisfaction by monitoring, balancing, and redirecting inbound traffic in a timely manner. In addition, Call Center Traffic and Schedu more...


Alternate job titles: Contact Center Traffic and Scheduling Analyst I | Customer Service Center Traffic and Scheduling Analyst I | Traffic Workforce Analyst I

The Call Center Traffic and Scheduling Analyst I utilizes the analysis results to forecast contact center workload and builds scheduling plans to meet business objectives. Analyzes contact center patterns, including volumes, trends, attrition rates, and contact center representative productivities. Being a Call Center Traffic and Scheduling Analyst I collaborates with other teams when overflow occurs, and inbound traffic must be redirected. Ensures customer satisfaction by monitoring, balancing, and redirecting inbound traffic in a timely manner. In addition, Call Center Traffic and Scheduling more...



Alternate job titles: Contact Center Traffic and Scheduling Supervisor | Customer Service Center Traffic and Supervisor | Traffic Workforce Supervisor

The Call Center Traffic and Scheduling Supervisor configures the Automatic Call Distribution (ACD) system to automatically distribute calls uniformly among representatives. Supervises a team that is responsible for analyzing contact center patterns, including volumes, trends, attrition rates, and contact center representative productivities. Being a Call Center Traffic and Scheduling Supervisor ensures customer satisfaction by overseeing the call volume and redirecting inbound traffic as needed. Monitors the productivity of customer service representatives. In addition, Call Center Traffic and more...


Alternate job titles: Call Center Scheduling Manager | Contact Center Agent and Resources Scheduling Manager | Customer Service Center Forecasting/Optimization Manager | Workforce Management and Scheduling Manager

Manages the contact center scheduling staff, activities, and goals. Ensures that staff has the information needed to appropriately analyze, forecast, and schedule work for the contact center. Develops and oversees the scheduling systems, including process, policy, and operating structure. Responsible for the volume of work produced based on scheduling, and ensures operational goals are met regarding resource and budget targets. Advanced analytical skills are typically required. Typically requires a bachelor's degree. Typically reports to a director. Manages subordinate staff in the day-to-day more...


Alternate job titles: Call Center Scheduling Supervisor | Contact Center Agent and Resources Scheduling Supervisor | Customer Service Center Forecasting/Optimization Supervisor | Workforce Management and Scheduling Supervisor

Leads contact center scheduling function daily activities. Responsible for contact center workforce scheduling to ensure high utilization rate and operational needs. Coordinates with management to forecast headcount needs and develop staffing plan. Provides recommendations for improving contact center scheduling and operations. Advanced analytical skills are typically required. Typically requires a bachelor's degree. Typically reports to a manager. Supervises a small group of para-professional staff in an organization characterized by highly transactional or repetitive processes. Contributes t more...



Alternate job titles: Contact Center Traffic and Scheduling Assistant | Contact Center Traffice and Scheduling Coordinator | Customer Service Center Traffic and Scheduling Assistant | Traffic Workforce Assistant

The Call Center Traffic and Scheduling Assistant coordinates with other teams when overflow occurs, and inbound traffic must be redirected. Assists with monitoring inbound call traffic to ensure efficient distribution of calls to representatives. Being a Call Center Traffic and Scheduling Assistant generates and provides call volume reports to leadership. Assists with monitoring, balancing, and redirecting inbound traffic in a timely manner to ensure customer satisfaction. In addition, Call Center Traffic and Scheduling Assistant typically requires a high school diploma or equivalent. Typicall more...


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