Skills & Competencies for Contact Center Scheduling Supervisor

Contact Center Scheduling Supervisor job profile

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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%
$77,233
TOTAL 50%
$82,948
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.
JOB FAMILY COMPETENCIES CORE COMPETENCIES
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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)
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)
Manages the overall call center operations to achieve production and quality objectives.
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Level 5 Behaviors
(Mastery)
Creates call center management strategies to achieve and exceed channel objectives.
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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)
Explains the importance of customer satisfaction to a business.
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Level 2 Behaviors
(Light Experience)
Identifies and reports issues promptly to ensure quick resolution and customer satisfaction.
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Level 3 Behaviors
(Moderate Experience)
Negotiates issues directly with the customer to maximize customer satisfaction.
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Level 4 Behaviors
(Extensive Experience)
Recommends plans to enhance the current process in increasing customer satisfaction efficiencies.
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Level 5 Behaviors
(Mastery)
Fosters maintains effective business-to-customer relationships to meet and exceed customer expectations.
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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)
Lists the principles and procedures of gathering information.
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Level 2 Behaviors
(Light Experience)
Determines the source of information to verify its reliability.
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Level 3 Behaviors
(Moderate Experience)
Uses survey results to identify areas that need improvement within our business.
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Level 4 Behaviors
(Extensive Experience)
Recommends improvement of our business's records retention program.
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Level 5 Behaviors
(Mastery)
Establishes procedures for gathering information to anticipate future customer or business needs.
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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)
Explains the importance of predictive analytics as a decision-making tool for the business.
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Level 2 Behaviors
(Light Experience)
Identifies the strengths and weaknesses of various algorithms used in predictive analytics.
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Level 3 Behaviors
(Moderate Experience)
Uses statistical models to predict data patterns and identify risks and opportunities.
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Level 4 Behaviors
(Extensive Experience)
Provides subject matter expertise in validating models and interpreting metrics.
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Level 5 Behaviors
(Mastery)
Makes in-depth analyses of the importance of predictive analysis to save money or generate more profit.
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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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