Skills & Competencies for Contact Center Traffic and Scheduling Manager

Contact Center Traffic and Scheduling Manager job profile

Book a Demo and Receive a Sample Job Profile

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%
$105,031
TOTAL 50%
$115,271
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
BOOK A DEMO

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)
Cites key functions of call center management, including staffing and performance management.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Assists in implementing latest tools and systems to manage call center operations.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Adheres to call center management guidelines, policies, and procedures to avoid data security risks.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Forecasts call volumes and staffing to make informed business decisions for our future needs.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Builds call center management systems to meet service center performance metrics and quality goals.
See 4 More Skill Behaviors
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)
Cites common platforms used in facilitating customer interaction and engagement.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Compiles information and data related to customer interactions to appropriate systems.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Analyzes customer interactions to gain insights on customer needs and expectations.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Delivers optimal customer solutions during interaction to enhance customer interaction value.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Builds customer service workflows to streamline the delivery of substantive customer interactions.
See 4 More Skill Behaviors
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)
Aims to add value to every work assignment and shares input on quality improvement efforts.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Applies comprehensive knowledge to maintain quality focus.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Analyzes project data, time, and resources to implement quality process changes.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Develops expertise in quality assurance tools, techniques, and standards.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Designs tools and procedures to evaluate the quality of services or products.
See 4 More Skill Behaviors
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)
Cites potential challenges and workplace issues in delegating tasks that may impede well coordinated work.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Assists in identifying and breaking tasks into a sequence of steps for a more organized task plan.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Aligns tasks and priorities with business goals and objectives.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Creates programs to improve planning and organization of work to achieve business objectives.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Builds and designs organizational systems and planning tools to enhance overall productivity.
See 4 More Skill Behaviors
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.

It's Easy to Get Started

Get the precision you need to assess, hire, and develop top talent with skills and competencies – see how with a personalized demo.