Skills & Competencies for Contact Center Scheduler II

Contact Center Scheduler II job profile

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JOB SUMMARY for Contact Center Scheduler II

Responsible for monitoring the contact center workload and scheduling function.

JOB RESPONSIBILITIES for Contact Center Scheduler II

Analyzes 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. Maintains and adjusts staffing schedule assignments to maintain contact center key performance indicators.

Contact Center Scheduler II SALARY RANGE

BASE 50%
$65,488
TOTAL 50%
$68,059
Job Level
P02
Job Code
SM15000389
Education/Degree
Bachelor's Degree
Reports To
Manager

Contact Center Scheduler II 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 II skill and competencie below to view definitions.
JOB FAMILY COMPETENCIES CORE COMPETENCIES
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5 general skills or competencies (Job family competencies) for Contact Center Scheduler II

1 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)
Analyzes customer interactions to gain insights on customer needs and expectations.
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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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2 Job Family Competencies – Customer Relations
Proficiency Level -2
Skill definition-Creating mutually beneficial relationships with customers to improve their overall experience.
Level 1 Behaviors
(General Familiarity)
Cites examples of advantages and disadvantages of customer relationships.
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Level 2 Behaviors
(Light Experience)
Assists in creating customer loyalty programs that fosters customer relations.
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Level 3 Behaviors
(Moderate Experience)
Ensures accurate and prompt responses to customer complaints to maintain optimal customer relations.
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Level 4 Behaviors
(Extensive Experience)
Determines key opportunities to build and maintain customer relationships and drive business results.
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Level 5 Behaviors
(Mastery)
Champions the adoption of advanced systems and tools to improve the development of customer relations.
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3 Contact Center Scheduler II - Skill and Competency
Proficiency Level - 3
4 Skill and Competency - Contact Center Scheduler II
Proficiency Level - 4
5 Competency for - Contact Center Scheduler II
Proficiency Level - 5

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

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)
Cites examples of methods used to collect and compile information.
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Level 2 Behaviors
(Light Experience)
Applies techniques and tools to gather, organize, and archive pertinent information.
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Level 3 Behaviors
(Moderate Experience)
Analyzes employees' feedback to determine necessary changes to be implemented within our business.
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Level 4 Behaviors
(Extensive Experience)
Implements strategies to streamline the data collection process.
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Level 5 Behaviors
(Mastery)
Creates confidentiality agreements to ensure accurate submission of information from employees.
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2 Core Competencies – Predictive Analytics
Proficiency Level -2
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 the basics of predictive model techniques.
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Level 2 Behaviors
(Light Experience)
Applies appropriate statistical tools to test and validate all assumptions.
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Level 3 Behaviors
(Moderate Experience)
Demonstrates a proactive mindset in analyzing the probability of historical data for future trends.
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Level 4 Behaviors
(Extensive Experience)
Develops data analysis strategy and predictive models for various functions or measurements.
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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 II - Skill and Competency
Proficiency Level - 3
4 Skill and Competency - Contact Center Scheduler II
Proficiency Level - 4
5 Competency for - Contact Center Scheduler II
Proficiency Level - 5

Summary of Contact Center Scheduler II skills and competencies

There are 0 hard skills for Contact Center Scheduler II.
5 general skills for Contact Center Scheduler II, Customer Interaction, Customer Relations, Customer Satisfaction, etc.
6 soft skills for Contact Center Scheduler II, Gathering Information, Predictive Analytics, Analytical Thinking, etc.
While the list totals 11 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 II, he or she needs to be proficient in Gathering Information, be proficient in Predictive Analytics, and be skilled in Analytical Thinking.

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