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)
Documents the industry standards and best practices for call center management.
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Level 2 Behaviors
(Light Experience)
Follows the principles of call center management to support continuous performance improvement.
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Level 3 Behaviors
(Moderate Experience)
Resolves staffing gaps to ensure uninterrupted and smooth call center operations.
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Level 4 Behaviors
(Extensive Experience)
Monitors the daily call center operations to ensure service level goals are met or exceeded.
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Level 5 Behaviors
(Mastery)
Designs operational workflows to streamline and optimize our performance and the overall process.
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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)
Discusses empathetic language in creating personalized and memorable customer interaction.
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Level 2 Behaviors
(Light Experience)
Follows the regulations and policies governing customer interactions.
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Level 3 Behaviors
(Moderate Experience)
Handles employee-to-customer interactions to maximize the overall customer experience.
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Level 4 Behaviors
(Extensive Experience)
Engages with customers to ensure positive interaction and build strong relationships.
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Level 5 Behaviors
(Mastery)
Develops strategies to improve customer interactions and achieve maximum customer satisfaction.
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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)
Describes the importance and impact of maintaining high-quality standards.
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Level 2 Behaviors
(Light Experience)
Deals with root causes of problems wherever they exist.
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Level 3 Behaviors
(Moderate Experience)
Consults on discrepancies between quality and safety objectives.
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Level 4 Behaviors
(Extensive Experience)
Oversees performance evaluations to check adherence to the prescribed quality standards.
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Level 5 Behaviors
(Mastery)
Establishes and implements quality improvement best practices and initiatives across the business.
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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)
Compiles a list of all the traits of effective planning to help finish the assigned tasks.
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Level 2 Behaviors
(Light Experience)
Classifies assigned tasks based on the level of importance to ensure organized workload completion.
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Level 3 Behaviors
(Moderate Experience)
Defines and translates objectives into specific plans to ensure understanding of organizational goals.
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Level 4 Behaviors
(Extensive Experience)
Delivers training sessions to foster and maximize solid planning and organization capabilities.
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Level 5 Behaviors
(Mastery)
Champions the adoption of business intelligence systems to achieve planning and organization 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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