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Ontario Contact Center Traffic and Scheduling Manager Salaries

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  • Contact Center Traffic and Scheduling Manager Salaries in Hamilton, ON
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• Most Popular Cities for Contact Center Traffic and Scheduling Manager in Canada
  • Fredericton, NB Contact Center Traffic and Scheduling Manager
  • Moncton, NB Contact Center Traffic and Scheduling Manager
  • Halifax, NS Contact Center Traffic and Scheduling Manager
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  • Charlottetown, PE Contact Center Traffic and Scheduling Manager
  • Montreal, QC Contact Center Traffic and Scheduling Manager
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  • Sherbrooke, QC Contact Center Traffic and Scheduling Manager

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• Job Description 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. 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. Requires a bachelor's degree. Typically reports to a director. 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. 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.

  Alternate Job Titles: Call Center Traffic and Scheduling Manager,Customer Service Center Traffic and Scheduling Manager,Traffic Workforce Manager
  Categories: IT - Manager , Executive and Management , IT - All , Marketing