| Contact Center Traffic and Scheduling Supervisor Job Description |
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| The following is a full job description for Contact Center Traffic and Scheduling Supervisor. Here are the requirements and responsibilities for Contact Center Traffic and Scheduling Supervisor along with statistics. If after reading this page you determine that Contact Center Traffic and Scheduling Supervisor is not the position you are looking for, you may want to try one of these similar titles: Contact Center Traffic and Scheduling Analyst III, Contact Center Traffic and Scheduling Analyst II, 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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| Requirements and Responsibilities For Contact Center Traffic and Scheduling Supervisor |
| 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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| Also referred to as: Call Center Traffic and Scheduling Supervisor, Customer Service Center Traffic and Supervisor, Traffic Workforce Supervisor |
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| Similar Jobs: Contact Center Traffic and Scheduling Analyst III, Contact Center Traffic and Scheduling Analyst II, 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 | |
