Posted On: 11-18-2016
Position Title: Scheduling and Traffic Controller
Job  Location:
  Cleveland,OH; Winston Salem,NC; Dallas,TX;  Ontario, CA

Heather Hardin
Corporate Recrutier – Operations
National General Insurance
800 Superior Ave E
Cleveland, OH 44114
Office: 216.350.5747
Fax: 336.435.1103
Apply Online:
Cleveland –
Winston-Salem –
Dallas –

Qualifications Responsible for the overall workforce management process and its contribution to reaching the service level requirements for each department.

Manages the real time traffic control and scheduling operations for the call center.

Evaluates the workflow and monitors the process and procedures.

Real Time Queue and Staff Level Management

Monitors real time call volume and handle time performance to ensure the appropriate flow of calls the correct people

Reviews staff levels in real time to ensure adherence to schedule, and makes adjustments to active schedules as needed

Maintains current knowledge of policies and procedures and implements process improvements
Coordinating with Management

Work with management to answer questions, address staffing issues & gather data needed for planning.

Coordinates with Call Center management to ensure a proper plan is created and executed to so service level requirements are met.

Owns process of variance explanations

Other duties as assigned




Qualifications required for this position:


Knowledge of personal computer required.

Knowledge of Interactive Intelligence Customer Interaction Center (CIC) or other Automatic Call Distributor (ACD) system required.

Knowledge of IEX Forecasting and Scheduling Software or other scheduling software required.

Knowledge of Windows based operating systems (Windows 95 and NT) and Microsoft Office products required.

Strong knowledge of Microsoft Excel

Keep up to date on technology trends in the industry.

Ability to manage and work through others.

Effective planning and organizational skills.

Strong analytical and creative thinking skills.

Strong communication skills with all levels of corporation

Bachelor degree and / or 3 – 5 years Workforce Management experience in a call center setting required.