Skills & Competencies for Contact Center Scheduling Supervisor

Contact Center Scheduling Supervisor job profile

JOB SUMMARY for Contact Center Scheduling Supervisor

Leads contact center scheduling function daily activities.

JOB RESPONSIBILITIES for Contact Center Scheduling Supervisor

Responsible for contact center workforce scheduling to ensure high utilization rate and operational needs. Coordinates with management to forecast headcount needs and develop staffing plan. Provides recommendations for improving contact center scheduling and operations. Advanced analytical skills are typically required.

Contact Center Scheduling Supervisor SALARY RANGE

BASE 50%
$76,648
TOTAL 50%
$82,319
Job Level
M00
Job Code
SM15000397
Education/Degree
Bachelor's Degree
Reports To
Manager

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

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

1 Job Family Competencies – Call Center Management
Proficiency Level -2
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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2 Job Family Competencies – Customer Satisfaction
Proficiency Level -2
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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3 Contact Center Scheduling Supervisor - Skill and Competency
Proficiency Level - 3
4 Skill and Competency - Contact Center Scheduling Supervisor
Proficiency Level - 4
5 Competency for - Contact Center Scheduling Supervisor
Proficiency Level - 5

8 soft skills or competencies (core competencies) for Contact Center Scheduling Supervisor

1 Core Competencies – Gathering Information
Proficiency Level -3
Skill definition-Accumulating necessary information from various resources to clarify the situation or make an informed business decision.
Level 1 Behaviors
(General Familiarity)
Names commonly used tools and techniques for data collection.
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Level 2 Behaviors
(Light Experience)
Obtains needed information by asking skillful and persistent questions.
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Level 3 Behaviors
(Moderate Experience)
Utilizes various tools and technologies to validate information acquired from different sources.
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Level 4 Behaviors
(Extensive Experience)
Synthesizes information from various sources to enable strategic decision-making by our leadership.
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Level 5 Behaviors
(Mastery)
Takes steps to ensure that the intellectual property rights of others are not violated.
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2 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)
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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3 Contact Center Scheduling Supervisor - Skill and Competency
Proficiency Level - 3
4 Skill and Competency - Contact Center Scheduling Supervisor
Proficiency Level - 4
5 Competency for - Contact Center Scheduling Supervisor
Proficiency Level - 5

Summary of Contact Center Scheduling Supervisor skills and competencies

There are 0 hard skills for Contact Center Scheduling Supervisor.
6 general skills for Contact Center Scheduling Supervisor, Call Center Management, Customer Satisfaction, Customer Support, etc.
8 soft skills for Contact Center Scheduling Supervisor, Gathering Information, Predictive Analytics, Planning and Organizing, etc.
While the list totals 14 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 Supervisor, he or she needs to be skilled in Gathering Information, be skilled in Predictive Analytics, and be skilled in Planning and Organizing.

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