What does a trafficer do?
As a trafficer, you will make daily translations from staff schedules, to reality. You ensure that there are enough contact center agents working, to handle incoming customer contacts. In doing so, you will be responsible for ensuring that customer service is easily accessible so that customers can be properly served. A trafficer watches for efficient use of available work hours and makes adjustments as needed. For example, if there is more customer traffic than predicted, the trafficer can ask employees if they want to work longer hours. Or conversely, whether the employee wants a little earlier time off because there is less customer contact coming in. As a trafficer, you thus ensure optimal use of available personnel.