Skills & Competencies for Contact Center Scheduler I

Contact Center Scheduler I job profile

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JOB SUMMARY for Contact Center Scheduler I

Responsible for monitoring the contact center workload and scheduling function.

JOB RESPONSIBILITIES for Contact Center Scheduler I

Assists in analyzing contact center patterns, including volumes, trends, attrition rates, and contact center representative productivities. Utilizes the analysis results to forecast contact center workload and builds scheduling plans to meet business objectives. Assists in maintaining and adjusting staffing schedule assignments to maintain contact center key performance indicators.

Contact Center Scheduler I SALARY RANGE

BASE 50%
$52,817
TOTAL 50%
$54,193
Job Level
P01
Job Code
SM15000388
Education/Degree
Bachelor's Degree
Reports To
Manager

Contact Center Scheduler I Skills and Competencies List

Proficiency Levels and Behavioural Indicators
Salary.com identifies five increasing levels of proficiency for each skill/competency. Some jobs require only a relatively low level of proficiency in each skill/competency, while other jobs will require a more advanced level of proficiency in the same skill/competency. These levels rate the degree of proficiency (skill level, expertise) we expect the incumbent to perform in the given skill/competency for the given job. Note that we intentionally do not associate timeframes or years of experience in performing the skill/competency because that can be misleading. Proficiency levels identify what the incumbent knows and can do rather than how long they have been doing it. Also, note that the proficiency levels are cumulative, e.g., a level 4 proficiency implies the ability to perform all the behaviors at the lower levels.
Check each Contact Center Scheduler I skill and competencie below to view definitions.
JOB FAMILY COMPETENCIES CORE COMPETENCIES
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7 general skills or competencies (Job family competencies) for Contact Center Scheduler I

1 Job Family Competencies – Call Center Management
Proficiency Level -2
Skill definition-Managing and organizing daily call center operations to deliver and surpass high expectations for customer service.
Level 1 Behaviors
(General Familiarity)
Documents the industry standards and best practices for call center management.
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Level 2 Behaviors
(Light Experience)
Follows the principles of call center management to support continuous performance improvement.
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Level 3 Behaviors
(Moderate Experience)
Resolves staffing gaps to ensure uninterrupted and smooth call center operations.
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Level 4 Behaviors
(Extensive Experience)
Sets goals and objectives in managing call center operations to meet customer satisfaction metrics.
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Level 5 Behaviors
(Mastery)
Leads strategic planning efforts to drive our workforce's performance standards and improvements.
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2 Job Family Competencies – Customer Interaction
Proficiency Level -2
Skill definition-Fostering relationships and positive communication with customers to identify their demands to gain a competitive market advantage.
Level 1 Behaviors
(General Familiarity)
Explains the elements of good customer interaction delivery.
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Level 2 Behaviors
(Light Experience)
Identifies customer needs by conducting customer interactions.
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Level 3 Behaviors
(Moderate Experience)
Implements changes to customer interaction processes to enhance our services and products.
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Level 4 Behaviors
(Extensive Experience)
Optimizes customer interactions to gain repeat transactions and referrals from the customer base.
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Level 5 Behaviors
(Mastery)
Fosters relationships and trust through customer interactions to solicit customer service feedback.
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3 Contact Center Scheduler I - Skill and Competency
Proficiency Level - 3
4 Skill and Competency - Contact Center Scheduler I
Proficiency Level - 4
5 Competency for - Contact Center Scheduler I
Proficiency Level - 5

6 soft skills or competencies (core competencies) for Contact Center Scheduler I

1 Core Competencies – Gathering Information
Proficiency Level -2
Skill definition-Accumulating necessary information from various resources to clarify the situation or make an informed business decision.
Level 1 Behaviors
(General Familiarity)
Lists the principles and procedures of gathering information.
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Level 2 Behaviors
(Light Experience)
Determines the source of information to verify its reliability.
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Level 3 Behaviors
(Moderate Experience)
Uses survey results to identify areas that need improvement within our business.
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Level 4 Behaviors
(Extensive Experience)
Recommends improvement of our business's records retention program.
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Level 5 Behaviors
(Mastery)
Generates innovative plans for curating and managing gathered information from different sources.
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2 Core Competencies – Predictive Analytics
Proficiency Level -1
Skill definition-Gathering, analyzing, and predicting patterns and structures of historical data and trends to make strategic decisions for better future outcomes.
Level 1 Behaviors
(General Familiarity)
Explains the importance of predictive analytics as a decision-making tool for the business.
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Level 2 Behaviors
(Light Experience)
Identifies the strengths and weaknesses of various algorithms used in predictive analytics.
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Level 3 Behaviors
(Moderate Experience)
Utilizes various statistics and modeling techniques in assessing future business performances.
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Level 4 Behaviors
(Extensive Experience)
Provides subject matter expertise in validating models and interpreting metrics.
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Level 5 Behaviors
(Mastery)
Makes in-depth analyses of the importance of predictive analysis to save money or generate more profit.
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3 Contact Center Scheduler I - Skill and Competency
Proficiency Level - 3
4 Skill and Competency - Contact Center Scheduler I
Proficiency Level - 4
5 Competency for - Contact Center Scheduler I
Proficiency Level - 5

Summary of Contact Center Scheduler I skills and competencies

There are 0 hard skills for Contact Center Scheduler I.
7 general skills for Contact Center Scheduler I, Call Center Management, Customer Interaction, Customer Relations, etc.
6 soft skills for Contact Center Scheduler I, Gathering Information, Predictive Analytics, Analytical Thinking, etc.
While the list totals 13 distinct skills, it's important to note that not all are required to be mastered to the same degree. Some skills may only need a basic understanding, whereas others demand a higher level of expertise.
For instance, as a Contact Center Scheduler I, he or she needs to be proficient in Gathering Information, be proficient in Predictive Analytics, and be proficient in Analytical Thinking.

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