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%
$63,976
TOTAL 50%
$66,491
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)
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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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)
Explains the importance of customer relations in delivering good customer service.
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Level 2 Behaviors
(Light Experience)
Reports customer escalations to identify and mitigate negative impacts on customer relations.
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Level 3 Behaviors
(Moderate Experience)
Helps in integrating CRM applications to deliver seamless customer service.
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Level 4 Behaviors
(Extensive Experience)
Monitors performance indicators of customer relationship management to support business growth.
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Level 5 Behaviors
(Mastery)
Develops an organizational framework to efficiently manage all relations throughout our customer base.
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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)
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 -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)
Differentiates between predictive analytics and machine learning.
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Level 2 Behaviors
(Light Experience)
Collects data from specific sources to support data processing in predictive analytics.
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Level 3 Behaviors
(Moderate Experience)
Recommends fixes and optimizations to avoid future malfunctions and maximize efficiency.
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Level 4 Behaviors
(Extensive Experience)
Monitors performance to ensure accuracy and relevance of predictions in driving organizational growth.
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Level 5 Behaviors
(Mastery)
Leads predictive analytics modeling tasks to advance interests and improve operations of 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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