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%
$52,677
TOTAL 50%
$54,049
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)
Oversees customer service delivery to ensure script adherence, call integrity, and proper phone technique.
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Level 5 Behaviors
(Mastery)
Develops policies and practices to deliver the highest degree of customer service and retention.
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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)
Discusses the lifecycle of end-to-end customer interaction from prospect to fulfillment.
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Level 2 Behaviors
(Light Experience)
Follows up on the delivery of customer interactions to ensure continued satisfaction.
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Level 3 Behaviors
(Moderate Experience)
Handles employee-to-customer interactions to maximize the overall customer experience.
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Level 4 Behaviors
(Extensive Experience)
Facilitates positive communication with customers to increase their retention and advocacy.
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Level 5 Behaviors
(Mastery)
Establishes quality standards governing customer interactions to drive customer touchpoints.
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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)
Explains the use of surveys and interviews in gathering the necessary information.
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Level 2 Behaviors
(Light Experience)
Conducts basic research to identify current industry trends and best practices.
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Level 3 Behaviors
(Moderate Experience)
Participates in various company events to gain information about current business operations.
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Level 4 Behaviors
(Extensive Experience)
Provides training to others about new techniques and strategies for effective data collection.
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Level 5 Behaviors
(Mastery)
Develops best practices and programs to improve data collection across our business.
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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)
Lists various kinds of applications that use predictive analytics.
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Level 2 Behaviors
(Light Experience)
Interprets the reasons for statistical errors, misinterpretations, and false positives.
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Level 3 Behaviors
(Moderate Experience)
Works with teams in using different kinds of cross-validation to test results of predictive models.
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Level 4 Behaviors
(Extensive Experience)
Researches and lists the cases that are predicted wrongly and then learns how to improve.
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Level 5 Behaviors
(Mastery)
Stays current with the latest research on predictive analytics.
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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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