Sample Job Description for Traffic Workforce Supervisor
Job Description Management
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Traffic Workforce Supervisor Job Overview
Traffic Workforce Supervisor Job Description Sample
Supervises a team that is responsible for analyzing contact center patterns, including volumes, trends, attrition rates, and contact center representative productivities.
JOB LEVEL
M01
EDUCATION/DEGREE
Bachelor's Degree
REPORTS TO
Manager
Salary Range
BASE 50%
$86,783
TOTAL 50%
$92,323
Job Responsibilities for Traffic Workforce Supervisor
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.
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View Job Description Templates of Similar Jobs
| Job Title | Job Description | |
|---|---|---|
| 1 | Transportation Traffic Manager | The Transportation Traffic Manager selects appropriate delivery methods to minimize delivery costs and maximize customer satisfaction. Develops and maintains transportation and distribution procedures to maximize delivery efficiency. Being a Transportation Traffic Manager may require a bachelor's degree. Analyzes, handles, and reviews loss and damage claims caused by accidents. In addition, Transportation Traffic Manager typically reports to a director. The Transportation Traffic Manager manages subordinate staff in the day-to-day performance of their jobs. True first level manager. Ensures that project/department milestones/goals are met and adhering to approved budgets. Has full authority for personnel actions. Extensive knowledge of department processes. Working as a Transportation Traffic Manager typically requires 5 years experience in the related area as an individual contributor. 1 to 3 years supervisory experience may be required. |
| 2 | 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. |
| 3 | 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. |
| 4 | Sales Team Supervisor | The Sales Team Supervisor recommends changes to current sales techniques or procedures based on team performance and new selling techniques. Supervises and coordinates the daily activities of sales representatives engaged in promoting and selling a product by phone or mail. Being a Sales Team Supervisor typically reports to a manager. May require a bachelor's degree in business. The Sales Team Supervisor 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. Thorough knowledge of department processes. Working as a Sales Team Supervisor typically requires 3-5 years experience in the related area as an individual contributor. |
| 5 | Traffic Logistics Director | The Traffic Logistics Director negotiates contracts with carriers, freight brokers, and third-party logistics providers to secure favorable rates and maintain quality service. Plans and directs an organization's transportation, freight pricing, and logistics operations. Being a Traffic Logistics Director maintains awareness of industry developments and disruptions to navigate and reduce impacts on an organization's operations and bottom-line. Develops strategies to analyze shipping rates, transportation costs, and traffic patterns to optimize freight movement and reduce expenses. In addition, Traffic Logistics Director analyzes rate structures and forecasts to identify cost-savings while maintaining service quality and performance metrics. Requires a bachelor's degree. Typically reports to top management. The Traffic Logistics Director typically manages through subordinate managers and professionals in larger groups of moderate complexity. Provides input to strategic decisions that affect the functional area of responsibility. May give input into developing the budget. Working as a Traffic Logistics Director typically requires 3+ years of managerial experience. Capable of resolving escalated issues arising from operations and requiring coordination with other departments. |
Traffic Workforce Supervisor Skills & Proficiency Level
| Skills | Proficiency Level |
|---|---|
| Quality Focus | Level 3 |
| Planning and Organizing | Level 3 |
| Judgment and Decision Making | Level 4 |
