6 general skills or competencies (Job family competencies) for Contact Center Scheduling Manager
Skill definition-Managing and organizing daily call center operations to deliver and surpass high expectations for customer service.
Level 1 Behaviors
(General Familiarity)
Lists the technologies, applications, and tools used in call center management.
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Level 2 Behaviors
(Light Experience)
Tracks and analyzes call center statistics to identify customer expectations and needs.
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Level 3 Behaviors
(Moderate Experience)
Works with colleagues to identify areas for improvement and streamline our call center operations.
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Level 4 Behaviors
(Extensive Experience)
Trains and coaches staff in providing world-class customer service to optimize our performance.
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Level 5 Behaviors
(Mastery)
Stays abreast of the industry trends in technologies and processes to increase call center efficiency.
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Skill definition-Collecting, analyzing, and measuring satisfaction levels of customers to improve our business's service and products.
Level 1 Behaviors
(General Familiarity)
Lists the factors that influence customer satisfaction.
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Level 2 Behaviors
(Light Experience)
Performs customer follow-up to complete all service requests on time.
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Level 3 Behaviors
(Moderate Experience)
Uses key performance indicators (KPIs) to measure goals for customer satisfaction.
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Level 4 Behaviors
(Extensive Experience)
Trains and guides teams on the methods and formulas used to measure customer satisfaction data.
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Level 5 Behaviors
(Mastery)
Promotes interdepartmental collaboration to achieve service level agreements (SLA).
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10 soft skills or competencies (core competencies) for Contact Center Scheduling Manager
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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Skill definition-Managing and prioritizing resources and workloads by creating well-organized plans to attain organizational goals and objectives.
Level 1 Behaviors
(General Familiarity)
Lists commonly used tools in workplace planning and organization.
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Level 2 Behaviors
(Light Experience)
Works with specific tools in prioritizing and allocating resources to ensure task accuracy.
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Level 3 Behaviors
(Moderate Experience)
Prepares schedules to plan, organize, and complete priorities promptly.
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Level 4 Behaviors
(Extensive Experience)
Sets short- and long-term objectives to organize team workload and improve efficiency.
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Level 5 Behaviors
(Mastery)
Leads the development of new techniques and strategies to drive effective planning and organization.
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Summary of Contact Center Scheduling Manager skills and competencies
There are 0 hard skills for Contact Center Scheduling Manager.
6 general skills for Contact Center Scheduling Manager, Call Center Management, Customer Satisfaction, Customer Support, etc.
10 soft skills for Contact Center Scheduling Manager, Predictive Analytics, Planning and Organizing, Coordination, etc.
While the list totals 16 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 Scheduling Manager, he or she needs to be skilled in Predictive Analytics, be skilled in Planning and Organizing, and be skilled in Coordination.