Skills & Competencies for Contact Center Scheduling Manager

Contact Center Scheduling Manager job profile

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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%
$109,285
TOTAL 50%
$120,202
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.
JOB FAMILY COMPETENCIES CORE COMPETENCIES
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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)
Describes the importance of call center management to meet or exceed customer service metrics.
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Level 2 Behaviors
(Light Experience)
Compiles daily, weekly, monthly staff productivity and call center reports for management review.
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Level 3 Behaviors
(Moderate Experience)
Communicates employee needs and issues to meet customer demands and maintain service quality.
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Level 4 Behaviors
(Extensive Experience)
Monitors the daily call center operations to ensure service level goals are met or exceeded.
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Level 5 Behaviors
(Mastery)
Designs operational workflows to streamline and optimize our performance and the overall process.
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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)
Describes methods used in collecting and analyzing customer satisfaction data.
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Level 2 Behaviors
(Light Experience)
Assists in creating questions to surveys to identify customer satisfaction levels.
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Level 3 Behaviors
(Moderate Experience)
Communicates with customers to establish positive interactions and maintain a high level of satisfaction.
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Level 4 Behaviors
(Extensive Experience)
Delivers superior customer service to optimize customer satisfaction scores.
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Level 5 Behaviors
(Mastery)
Develops customer service strategies to attain positive impacts on customer satisfaction.
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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)
Describes various predictive model types, including decision trees, regression, and neural networks.
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Level 2 Behaviors
(Light Experience)
Assists in creating and validating predictive models.
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Level 3 Behaviors
(Moderate Experience)
Performs complex calculations and meaningful ratios for accurate analytics.
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Level 4 Behaviors
(Extensive Experience)
Directs predictive techniques to increase organizational success and decrease operational failures.
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Level 5 Behaviors
(Mastery)
Develops predictive models to determine and draw up predictions about future industry trends.
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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)
Compiles a list of all the traits of effective planning to help finish the assigned tasks.
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Level 2 Behaviors
(Light Experience)
Classifies assigned tasks based on the level of importance to ensure organized workload completion.
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Level 3 Behaviors
(Moderate Experience)
Defines and translates objectives into specific plans to ensure understanding of organizational goals.
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Level 4 Behaviors
(Extensive Experience)
Delivers training sessions to foster and maximize solid planning and organization capabilities.
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Level 5 Behaviors
(Mastery)
Champions the adoption of business intelligence systems to achieve planning and organization goals.
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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.

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