Skills & Competencies for Contact Center Scheduler II
Contact Center Scheduler II job profile
Book a Demo and Receive a Sample Job ProfileJOB 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%
$63,807
TOTAL 50%
$66,311
Job Level
P02
Job Code
SM15000389
Education/Degree
Bachelor's Degree
Reports To
Manager
Contact Center Scheduler II Skills and Competencies List
5 general skills or competencies (Job family competencies) for Contact Center Scheduler II
1
Job Family Competencies –
Customer Interaction
Proficiency Level -2
Level 1 Behaviors
(General Familiarity)
Discusses empathetic language in creating personalized and memorable customer interaction.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Follows the regulations and policies governing customer interactions.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Generates ideas and actions to improve the efficiency and results of customer interaction.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Engages with customers to ensure positive interaction and build strong relationships.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Develops strategies to improve customer interactions and achieve maximum customer satisfaction.
See 4 More Skill Behaviors
2
Job Family Competencies –
Customer Relations
Proficiency Level -2
Level 1 Behaviors
(General Familiarity)
Documents the best practices and techniques used in creating customer relations.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Collects customer feedback to measure customer satisfaction and ensure customer relations.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Handles customer issues and concerns effectively to maximize customer satisfaction and relations.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Facilitates strategic customer relationships to uncover and meet customer expectations.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Creates best practices to balance customer needs with our interests to create positive relationships.
See 4 More Skill Behaviors
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
Level 1 Behaviors
(General Familiarity)
Describes the importance of gathering relevant information in making informed business decisions.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Checks multiple sources to get complete and accurate information.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Asks questions and gathers the necessary information to make informed business decisions.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Monitors the overall process of records retention programs.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Designs a system for monitoring the effectiveness of data-gathering channels.
See 4 More Skill Behaviors
2
Core Competencies –
Predictive Analytics
Proficiency Level -2
Level 1 Behaviors
(General Familiarity)
Describes various predictive model types, including decision trees, regression, and neural networks.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Assists in creating and validating predictive models.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Performs complex calculations and meaningful ratios for accurate analytics.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Directs predictive techniques to increase organizational success and decrease operational failures.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Develops predictive models to determine and draw up predictions about future industry trends.
See 4 More Skill Behaviors
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.
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.
It's Easy to Get Started
Get the precision you need to assess, hire, and develop top talent with skills and competencies – see how with a personalized demo.