Skills & Competencies for Contact Center Traffic and Scheduling Manager

Contact Center Traffic and Scheduling Manager job profile

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JOB SUMMARY for Contact Center Traffic and Scheduling Manager

Manages a team that is responsible for analyzing contact center patterns, including volumes, trends, attrition rates, and contact center representative productivities.

JOB RESPONSIBILITIES for Contact Center Traffic and Scheduling Manager

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.

Contact Center Traffic and Scheduling Manager SALARY RANGE

BASE 50%
$104,750
TOTAL 50%
$114,962
Job Level
M02
Job Code
IT10000222
Education/Degree
Bachelor's Degree
Reports To
Director

Contact Center Traffic and Scheduling Manager Skills and Competencies List

Proficiency Levels and Behavioural Indicators
Salary.com identifies five increasing levels of proficiency for each skill/competency. Some jobs require only a relatively low level of proficiency in each skill/competency, while other jobs will require a more advanced level of proficiency in the same skill/competency. These levels rate the degree of proficiency (skill level, expertise) we expect the incumbent to perform in the given skill/competency for the given job. Note that we intentionally do not associate timeframes or years of experience in performing the skill/competency because that can be misleading. Proficiency levels identify what the incumbent knows and can do rather than how long they have been doing it. Also, note that the proficiency levels are cumulative, e.g., a level 4 proficiency implies the ability to perform all the behaviors at the lower levels.
Check each Contact Center Traffic and Scheduling Manager skill and competencie below to view definitions.
JOB FAMILY COMPETENCIES CORE COMPETENCIES
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8 general skills or competencies (Job family competencies) for Contact Center Traffic and Scheduling Manager

1 Job Family Competencies – Call Center Management
Proficiency Level -4
Skill definition-Managing and organizing daily call center operations to deliver and surpass high expectations for customer service.
Level 1 Behaviors
(General Familiarity)
Lists the technologies, applications, and tools used in call center management.
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Level 2 Behaviors
(Light Experience)
Tracks and analyzes call center statistics to identify customer expectations and needs.
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Level 3 Behaviors
(Moderate Experience)
Works with colleagues to identify areas for improvement and streamline our call center operations.
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Level 4 Behaviors
(Extensive Experience)
Trains and coaches staff in providing world-class customer service to optimize our performance.
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Level 5 Behaviors
(Mastery)
Stays abreast of the industry trends in technologies and processes to increase call center efficiency.
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2 Job Family Competencies – Customer Interaction
Proficiency Level -3
Skill definition-Fostering relationships and positive communication with customers to identify their demands to gain a competitive market advantage.
Level 1 Behaviors
(General Familiarity)
Lists possible issues and concerns regarding customer interaction.
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Level 2 Behaviors
(Light Experience)
Supports the development of creative ways to improve the value of customer interaction.
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Level 3 Behaviors
(Moderate Experience)
Performs good customer interaction to meet our customer standards and our objectives.
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Level 4 Behaviors
(Extensive Experience)
Recommends improvement opportunities in the customer interaction process to create positive service.
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Level 5 Behaviors
(Mastery)
Leads innovative processes to maximize the timing and effectiveness of customer interactions.
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3 Contact Center Traffic and Scheduling Manager - Skill and Competency
Proficiency Level - 3
4 Skill and Competency - Contact Center Traffic and Scheduling Manager
Proficiency Level - 4
5 Competency for - Contact Center Traffic and Scheduling Manager
Proficiency Level - 5

10 soft skills or competencies (core competencies) for Contact Center Traffic and Scheduling Manager

1 Core Competencies – Quality Focus
Proficiency Level -3
Skill definition-Continuously maintaining and improving the quality of a product/service to meet the changing client needs and create value.
Level 1 Behaviors
(General Familiarity)
Seeks opportunities to suggest improvements in the existing workflow or procedures.
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Level 2 Behaviors
(Light Experience)
Displays the ability to work meticulously and prevent mistakes.
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Level 3 Behaviors
(Moderate Experience)
Defines quality standards from multiple perspectives.
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Level 4 Behaviors
(Extensive Experience)
Provides training and recognition programs to encourage the team to enhance work quality.
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Level 5 Behaviors
(Mastery)
Leads the implementation of systems and procedures focused on enhancing quality.
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2 Core Competencies – Planning and Organizing
Proficiency Level -4
Skill definition-Managing and prioritizing resources and workloads by creating well-organized plans to attain organizational goals and objectives.
Level 1 Behaviors
(General Familiarity)
Explains the importance of planning and organization in building a good working environment.
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Level 2 Behaviors
(Light Experience)
Identifies key implications of ineffective planning and organization that affects decision-making.
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Level 3 Behaviors
(Moderate Experience)
Leverages key performance indicators to measure progress completion against performance metrics.
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Level 4 Behaviors
(Extensive Experience)
Manages the planning and sequencing of activities to create well-planned schedules and achieve goals on time.
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Level 5 Behaviors
(Mastery)
Establishes standards for planning and organization processes to align efforts with business goals.
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3 Contact Center Traffic and Scheduling Manager - Skill and Competency
Proficiency Level - 3
4 Skill and Competency - Contact Center Traffic and Scheduling Manager
Proficiency Level - 4
5 Competency for - Contact Center Traffic and Scheduling Manager
Proficiency Level - 5

Summary of Contact Center Traffic and Scheduling Manager skills and competencies

There are 0 hard skills for Contact Center Traffic and Scheduling Manager.
8 general skills for Contact Center Traffic and Scheduling Manager, Call Center Management, Customer Interaction, Customer Satisfaction, etc.
10 soft skills for Contact Center Traffic and Scheduling Manager, Quality Focus, Planning and Organizing, Judgment and Decision Making, etc.
While the list totals 18 distinct skills, it's important to note that not all are required to be mastered to the same degree. Some skills may only need a basic understanding, whereas others demand a higher level of expertise.
For instance, as a Contact Center Traffic and Scheduling Manager, he or she needs to be skilled in Quality Focus, be skilled in Planning and Organizing, and be skilled in Judgment and Decision Making.

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