NOC Traffic Specialist

Job Summary  

The Network Operations Center (NOC) Traffic Specialist is responsible for coordinating call center staffing levels to achieve customer service goals. He/She monitors Customer Service Center (CSC) network call activity to recommend staffing adjustments. This position analyzes service level data to provide status reports for CSC management. 

Other Duties  

Coordinates Call Center Staffing

• Utilizes tracking systems (i.e., Avaya Customer Monitoring, Real Dash, and IEX systems) to track individual CSC site activity.
• Analyzes service level trends (e.g., call arrival patterns, etc.) to plan for call center representative staffing.
• Contacts CSC management to provide staffing recommendations when adjustments are needed for optimal service activity.
• Receives calls from CSC site management to respond to staffing adjustment requests. Works with Forecast Specialists to ensure Traffic Specialists are aware of significant variances in planned verses actual staffing volume.

Develops Service Level Reports

• Analyzes service level data (e.g., number of calls, average call handle time, etc.) to compile network information for CSC management.
• Gathers individual site activity information (e.g., call volume, staffing, etc.) to provide the status report for weekly CSC conference calls.
• Reviews staffing adherence and compliance data to identify and document outliers in a spreadsheet report.
• Compiles CSC Mail Boxes Etc. staffing report to inform CSC management of retail service level activity.
• Performs data mining and manipulation to assist CSC management with compiling historical service information for ad hoc projects and presentations.

Conducts Call Center Operations Training

• Works with new hires to deliver traffic desk procedures and operations' training. Coordinates NOC application process and procedure change communications to ensure awareness of updates within the CSC group.
• Meets with UPS departments (e.g., International CSC, Business Development, etc.) to communicate the CSC staffing decision-making process and best practices.
• Maintains master operating plans (MOP's) to ensure accurate staffing decision-making processes are documented.

Manages Network Customer Service Levels

• Conducts compliance audits on NOC approved staffing adjustments to ensure CSC sites adhere to recommended changes.
• Reviews CSC agent skill levels (e.g., universal, shipping, tracking, etc.) to identify staffing adjustments for maintaining network customer service levels.
• Enters CSC site staffing adjustments in NOC portal to utilize for staff planning and the development of reports. 

Preferred Competencies

• Conducts Statistical Analysis
• Generates Reports
• Synthesizes Information 

Minimum Qualifiers

• Bachelor's Degree - Preferred