Traffic chief vs call center manager

Differences between traffic chief and call center manager duties and responsibilities

Traffic chief example responsibilities.

• Manage all inbound material which include part shortages, EC changes, QC inspection parts and sequence material.
• Formulate solution-focused reporting to minimize training obstacles, while establishing relationships with FAA, DoD, DA and local regulations.
• Direct inbound or outbound logistics operations, such as transportation or warehouse activities, safety performance, or logistics quality management.
• Provide leadership and training to incoming airmen and volunteer for many USAF organizations.

Call center manager example responsibilities.

• Lead the project to upgrade the WFM system to the current vendor version.
• Evaluate phone activity and trends for CMS staffing and re-training, and manage WFM, CTI and CRM implementation.
• Manage remote locations to ensure SLA's & KPI's are met within parameters of 3rd party contract (s).
• Monitor and manage each team member's performance metric goals to ensure alignment with business processes and external client SLA expectations.
• Accomplish Medicare standards with qualitative and quantitative measures.
• Manage quality improvement initiatives for areas of responsibility and ensure compliance with ISO indicators and other mandate standards.
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