| Contact Center Traffic and Scheduling Supervisor |
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| Also referred to as: Contact Center Traffic and Scheduling Supervisor, Call Center Traffic and Scheduling Supervisor, Customer Service Center Traffic and Supervisor, Traffic Workforce Supervisor |
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| Requirements and Responsibilities |
| Supervises a team that is responsible for analyzing contact center patterns, including volumes, trends, attrition rates, and contact center representative productivities. Configures the Automatic Call Distribution (ACD) system to automatically distribute calls uniformly among representatives. Monitors the productivity of customer service representatives. Ensures customer satisfaction by overseeing the call volume and redirecting inbound traffic as needed. Reviews call volume reports to coordinate and complete capacity planning within the contact center and identify potential problems. Evaluates historical and recent performance and statistics to identify trends. May act as a resource for more complex questions. Typically requires a bachelor's degree. Typically reports to a manager. Supervises a group of primarily para-professional level staffs. May also be a level above a supervisor within high volume administrative/production environments. Makes day-to-day decisions within or for a group/small department. Has some authority for personnel actions. Typically requires 3-5 years experience in the related area as an individual contributor. Thorough knowledge of functional area and department processes. |
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| Similar Jobs: Contact Center Traffic and Scheduling Analyst II, Contact Center Traffic and Scheduling Analyst III, Contact Center Traffic and Scheduling Manager, Contact Center Traffic and Scheduling Assistant, Contact Center Traffic and Scheduling Senior Assistant, Contact Center Traffic and Scheduling Analyst I, Inbound Contact Center Senior Supervisor, Inbound Contact Center Supervisor, Contact Center Scheduling Supervisor |
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| Level of Education: Contact Center Traffic and Scheduling Supervisor Salaries with a Bachelor's Degree, Contact Center Traffic and Scheduling Supervisor Salaries with a Master's Degree or MBA, Contact Center Traffic and Scheduling Supervisor Salaries with a JD, MD, PhD or Equivalent |
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| Industries: Aerospace & Defense, Biotechnology, Business Services, Chemicals, Construction, Edu., Gov't. & Nonprofit, Energy & Utilities, Financial Services, Healthcare, Hospitality & Leisure, Insurance, Internet, Media, MFG Durable, MFG Nondurable, Pharmaceuticals, Retail & Wholesale, Software & Networking, Telecom, Transportation | |
