Sample Job Description for Customer Service Center Traffic and Scheduling Analyst III
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Customer Service Center Traffic and Scheduling Analyst III Job Overview
Customer Service Center Traffic and Scheduling Analyst III Job Description Sample
Analyzes contact center patterns, including volumes, trends, attrition rates, and contact center representative productivities.
JOB LEVEL
P03
EDUCATION/DEGREE
Bachelor's Degree
REPORTS TO
Manager
Salary Range
BASE 50%
$76,550
TOTAL 50%
$79,980
Job Responsibilities for Customer Service Center Traffic and Scheduling Analyst III
Utilizes the analysis results to forecast contact center workload and builds scheduling plans to meet business objectives. Ensures customer satisfaction by monitoring, balancing, and redirecting inbound traffic in a timely manner. Collaborates with other teams when overflow occurs, and inbound traffic must be redirected. Utilizes call volume reports to coordinate and complete capacity planning within the contact center. Evaluates historical and recent performance and statistics to identify trends. Makes recommendations on how to maintain contact center key performance indicators.
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| Job Title | Job Description | |
|---|---|---|
| 1 | Traffic Operations Support Associate I | The Traffic Operations Support Associate I is responsible for all aspects of logging orders, routing, shipping, and tracking of outbound orders. Responsible for providing clerical support to the traffic function for an organization. Being a Traffic Operations Support Associate I prepares and verifies relative documents like bills of lading. Contacts transporters for freight pick-up and ensures that cargo is routed appropriately. In addition, Traffic Operations Support Associate I requires a high school diploma or its equivalent. Typically reports to a supervisor or manager. Being a Traffic Operations Support Associate I possesses a moderate understanding of general aspects of the job. Works under the close direction of senior personnel in the functional area. May require 0-1 year of general work experience. |
| 2 | Traffic /Shipping Coordinator II | The Traffic /Shipping Coordinator II is responsible for all aspects of logging orders, routing, shipping, and tracking of outbound orders. Responsible for providing clerical support to the traffic function for an organization. Being a Traffic /Shipping Coordinator II prepares and verifies relative documents like bills of lading. Contacts transporters for freight pick-up and ensures that cargo is routed appropriately. In addition, Traffic /Shipping Coordinator II requires a high school diploma or its equivalent. Typically reports to a supervisor or manager. Being a Traffic /Shipping Coordinator II gains or has attained full proficiency in a specific area of discipline. Works under moderate supervision. Working as a Traffic /Shipping Coordinator II typically requires 1-3 years of related experience. |
| 3 | Transportation and Distribution Operations Director | The Transportation and Distribution Operations Director develops and maintains transportation and distribution procedures to maximize delivery efficiency and minimize delivery costs. Leads and directs the work of traffic department to accomplish the delivery responsibilities. Being a Transportation and Distribution Operations Director analyzes, handles and reviews loss and damage claims caused by accidents. Selects appropriate delivery methods to minimize delivery costs and maximize customer satisfaction. In addition, Transportation and Distribution Operations Director requires a bachelor's degree. Typically reports to top management. The Transportation and Distribution Operations Director manages a departmental sub-function within a broader departmental function. Creates functional strategies and specific objectives for the sub-function and develops budgets/policies/procedures to support the functional infrastructure. Deep knowledge of the managed sub-function and solid knowledge of the overall departmental function. Working as a Transportation and Distribution Operations Director typically requires 5+ years of managerial experience. |
| 4 | Traffic Operations Support Associate III | The Traffic Operations Support Associate III is responsible for all aspects of routing, shipping, logging, and tracking of inbound and outbound orders. Provides administrative and clerical support to the traffic operations function of an organization. Being a Traffic Operations Support Associate III communicates changes to routing and timelines. Contacts transporters for freight pick-up and ensures that cargo is routed appropriately. In addition, Traffic Operations Support Associate III prepares and processes bills of lading (BOL) and other shipping documentation. Requires a high school diploma or equivalent. Typically reports to a supervisor. Being a Traffic Operations Support Associate III independently performs a wide range of complex duties under general guidance from supervisors. Has gained full proficiency in a broad range of activities related to the job. Working as a Traffic Operations Support Associate III typically requires 5-7 years of related experience. |
| 5 | Traffic Logistics Supervisor | The Traffic Logistics Supervisor oversees transportation activities including route assignments, route delivery, and account processing. Supervises employees who make deliveries to and from specified locations. Being a Traffic Logistics Supervisor may require a bachelor's degree. Schedules drivers and assigns routes to maximize productivity and ensure compliance with DOT regulations and company rules. In addition, Traffic Logistics Supervisor typically reports to a manager or head of a unit/department. May require a CDL license. The Traffic Logistics Supervisor supervises a small group of para-professional staff in an organization characterized by highly transactional or repetitive processes. Contributes to the development of processes and procedures. Thorough knowledge of functional area under supervision. Working as a Traffic Logistics Supervisor typically requires 3 years experience in the related area as an individual contributor. |
Customer Service Center Traffic and Scheduling Analyst III Skills & Proficiency Level
| Skills | Proficiency Level |
|---|---|
| Gathering Information | Level 3 |
| Predictive Analytics | Level 3 |
| Analytical Thinking | Level 3 |
