| Contact Center Traffic and Scheduling Manager |
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| Also referred to as: Contact Center Traffic and Scheduling Manager, Call Center Traffic and Scheduling Manager, Customer Service Center Traffic and Scheduling Manager, Traffic Workforce Manager |
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| Requirements and Responsibilities |
| Manages a team that is responsible for analyzing contact center patterns, including volumes, trends, attrition rates, and contact center representative productivities. Oversees the configuration of 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. Requires a bachelor's degree. Typically reports to a director. Manages subordinate staff in the day-to-day performance of their jobs. True first level manager. Ensures that project/department milestones/goals are met and adhering to approved budgets. Has full authority for personnel actions. Typically requires 5 years experience in the related area as an individual contributor. 1 - 3 years supervisory experience may be required. Extensive knowledge of the function 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 Supervisor, Contact Center Traffic and Scheduling Assistant, Contact Center Traffic and Scheduling Analyst I, Contact Center Traffic and Scheduling Senior Assistant, Contact Center Manager, Contact Center Senior Manager, Contact Center Scheduling Manager |
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| Level of Education: Contact Center Traffic and Scheduling Manager Salaries with a Bachelor's Degree, Contact Center Traffic and Scheduling Manager Salaries with a Master's Degree or MBA, Contact Center Traffic and Scheduling Manager 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 | |
