Skills & Competencies for Contact Center Scheduling Manager

Contact Center Scheduling Manager job profile

JOB SUMMARY for Contact Center Scheduling Manager

Manages the contact center scheduling staff, activities, and goals.

JOB RESPONSIBILITIES for Contact Center Scheduling Manager

Ensures that staff has the information needed to appropriately analyze, forecast, and schedule work for the contact center. Develops and oversees the scheduling systems, including process, policy, and operating structure. Responsible for the volume of work produced based on scheduling, and ensures operational goals are met regarding resource and budget targets. Advanced analytical skills are typically required.

Contact Center Scheduling Manager SALARY RANGE

BASE 50%
$109,849
TOTAL 50%
$120,822
Job Level
M02
Job Code
SM15000390
Education/Degree
Bachelor's Degree
Reports To
Director

Contact Center Scheduling Manager 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 Scheduling Manager skill and competencie below to view definitions.

6 general skills or competencies (Job family competencies) for Contact Center Scheduling Manager

1 Job Family Competencies – Call Center Management
Proficiency Level -3
Skill definition-Managing and organizing daily call center operations to deliver and surpass high expectations for customer service.
Level 1 Behaviors
(General Familiarity)
Explains the fundamental metrics and techniques in call center management.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Responds to clients' complaints, needs, and inquiries through inbound calls.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Utilizes workforce management software to maximize the efficiency of our staffing functions.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Sets goals and objectives in managing call center operations to meet customer satisfaction metrics.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Leads strategic planning efforts to drive our workforce's performance standards and improvements.
See 4 More Skill Behaviors
2 Job Family Competencies – Customer Satisfaction
Proficiency Level -3
Skill definition-Collecting, analyzing, and measuring satisfaction levels of customers to improve our business's service and products.
Level 1 Behaviors
(General Familiarity)
Explains the importance of customer satisfaction to a business.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Identifies and reports issues promptly to ensure quick resolution and customer satisfaction.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Negotiates issues directly with the customer to maximize customer satisfaction.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Recommends plans to enhance the current process in increasing customer satisfaction efficiencies.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Fosters maintains effective business-to-customer relationships to meet and exceed customer expectations.
See 4 More Skill Behaviors
3 Contact Center Scheduling Manager - Skill and Competency
Proficiency Level - 3
4 Skill and Competency - Contact Center Scheduling Manager
Proficiency Level - 4
5 Competency for - Contact Center Scheduling Manager
Proficiency Level - 5

10 soft skills or competencies (core competencies) for Contact Center Scheduling Manager

1 Core Competencies – Predictive Analytics
Proficiency Level -3
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)
Explains the importance of predictive analytics as a decision-making tool for the business.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Identifies the strengths and weaknesses of various algorithms used in predictive analytics.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Uses statistical models to predict data patterns and identify risks and opportunities.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Provides subject matter expertise in validating models and interpreting metrics.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Makes in-depth analyses of the importance of predictive analysis to save money or generate more profit.
See 4 More Skill Behaviors
2 Core Competencies – Planning and Organizing
Proficiency Level -4
Skill definition-Managing and prioritizing resources and workloads by creating well-organized plans to attain organizational goals and objectives.
Level 1 Behaviors
(General Familiarity)
Explains the importance of planning and organization in building a good working environment.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Identifies key implications of ineffective planning and organization that affects decision-making.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Leverages key performance indicators to measure progress completion against performance metrics.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Manages the planning and sequencing of activities to create well-planned schedules and achieve goals on time.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Establishes standards for planning and organization processes to align efforts with business goals.
See 4 More Skill Behaviors
3 Contact Center Scheduling Manager - Skill and Competency
Proficiency Level - 3
4 Skill and Competency - Contact Center Scheduling Manager
Proficiency Level - 4
5 Competency for - Contact Center Scheduling Manager
Proficiency Level - 5

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.

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.