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%
$77,035
TOTAL 50%
$82,734
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)
Cites key functions of call center management, including staffing and performance management.
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Level 2 Behaviors
(Light Experience)
Assists in implementing latest tools and systems to manage call center operations.
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Level 3 Behaviors
(Moderate Experience)
Adheres to call center management guidelines, policies, and procedures to avoid data security risks.
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Level 4 Behaviors
(Extensive Experience)
Forecasts call volumes and staffing to make informed business decisions for our future needs.
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Level 5 Behaviors
(Mastery)
Builds call center management systems to meet service center performance metrics and quality goals.
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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)
Cites the best practices used in improving customer satisfaction.
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Level 2 Behaviors
(Light Experience)
Adheres to our policies in providing customer satisfaction.
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Level 3 Behaviors
(Moderate Experience)
Analyzes survey results to identify opportunities in improving customer service and satisfaction.
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Level 4 Behaviors
(Extensive Experience)
Creates and leverages KPIs to measure the effectiveness of customer satisfaction.
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Level 5 Behaviors
(Mastery)
Champions the adoption of digital analytics to measure customer satisfaction.
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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)
Cites examples of methods used to collect and compile information.
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Level 2 Behaviors
(Light Experience)
Applies techniques and tools to gather, organize, and archive pertinent information.
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Level 3 Behaviors
(Moderate Experience)
Analyzes employees' feedback to determine necessary changes to be implemented within our business.
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Level 4 Behaviors
(Extensive Experience)
Implements strategies to streamline the data collection process.
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Level 5 Behaviors
(Mastery)
Champions the adoption of advanced tools and methods to simplify the information-gathering process.
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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)
Describes the basics of predictive model techniques.
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Level 2 Behaviors
(Light Experience)
Applies appropriate statistical tools to test and validate all assumptions.
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Level 3 Behaviors
(Moderate Experience)
Contributes to the development of multiple models to predict future behavioral outcomes.
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Level 4 Behaviors
(Extensive Experience)
Develops data analysis strategy and predictive models for various functions or measurements.
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Level 5 Behaviors
(Mastery)
Adopts advanced techniques for evaluating the quality and relevance of data used in predictive models.
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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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