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%
$52,533
TOTAL 50%
$53,905
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)
Describes the importance of call center management to meet or exceed customer service metrics.
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Level 2 Behaviors
(Light Experience)
Compiles daily, weekly, monthly staff productivity and call center reports for management review.
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Level 3 Behaviors
(Moderate Experience)
Communicates employee needs and issues to meet customer demands and maintain service quality.
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Level 4 Behaviors
(Extensive Experience)
Manages the overall call center operations to achieve production and quality objectives.
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Level 5 Behaviors
(Mastery)
Creates call center management strategies to achieve and exceed channel objectives.
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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)
Describes the principles of customer interaction in providing exceptional customer service.
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Level 2 Behaviors
(Light Experience)
Documents customer interactions within the appropriate systems.
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Level 3 Behaviors
(Moderate Experience)
Generates ideas and actions to improve the efficiency and results of customer interaction.
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Level 4 Behaviors
(Extensive Experience)
Directs customer interaction efforts to deliver services according to customer requirements.
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Level 5 Behaviors
(Mastery)
Champions valuable customer interactions to optimize consumer insights and reduce customer churn rates.
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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)
Describes the importance of gathering relevant information in making informed business decisions.
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Level 2 Behaviors
(Light Experience)
Checks multiple sources to get complete and accurate information.
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Level 3 Behaviors
(Moderate Experience)
Asks questions and gathers the necessary information to make informed business decisions.
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Level 4 Behaviors
(Extensive Experience)
Monitors the overall process of records retention programs.
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Level 5 Behaviors
(Mastery)
Designs a system for monitoring the effectiveness of data-gathering channels.
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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)
Describes various predictive model types, including decision trees, regression, and neural networks.
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Level 2 Behaviors
(Light Experience)
Assists in creating and validating predictive models.
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Level 3 Behaviors
(Moderate Experience)
Performs complex calculations and meaningful ratios for accurate analytics.
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Level 4 Behaviors
(Extensive Experience)
Directs predictive techniques to increase organizational success and decrease operational failures.
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Level 5 Behaviors
(Mastery)
Champions adoption of new predictive analytics tools to optimize key decisions for our business.
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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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