Traffic Workforce Manager Salary in Alamogordo, New Mexico

The Traffic Workforce Manager oversees the configuration of the Automatic Call Distribution (ACD) system to automatically distribute calls uniformly among representatives. Manages a team that is responsible for analyzing contact center patterns, including volumes, trends, attrition rates, and contact center representative productivities. Being a Traffic Workforce Manager ensures customer satisfaction by overseeing the call volume and redirecting inbound traffic as needed. Monitors the productivity of customer service representatives. In addition, Traffic Workforce Manager 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. Requires a bachelor's degree. Typically reports to a director. The Traffic Workforce 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. Working as a Traffic Workforce Manager typically requires 5 years experience in the related area as an individual contributor. 1 - 3 years supervisory experience may be required. Extensive knowledge of the function and department processes. (Copyright 2024 Salary.com)

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