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%
$76,053
TOTAL 50%
$81,682
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)
Documents the industry standards and best practices for call center management.
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Level 2 Behaviors
(Light Experience)
Follows the principles of call center management to support continuous performance improvement.
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Level 3 Behaviors
(Moderate Experience)
Resolves staffing gaps to ensure uninterrupted and smooth call center operations.
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Level 4 Behaviors
(Extensive Experience)
Oversees customer service delivery to ensure script adherence, call integrity, and proper phone technique.
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Level 5 Behaviors
(Mastery)
Develops policies and practices to deliver the highest degree of customer service and retention.
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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 framework process used to monitor and ensure customer satisfaction.
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Level 2 Behaviors
(Light Experience)
Collects customer feedback to support the analysis of customer satisfaction scores.
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Level 3 Behaviors
(Moderate Experience)
Handles challenges and issues that affect high level customer satisfaction.
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Level 4 Behaviors
(Extensive Experience)
Integrates customer service analytics to forecast customers' future needs and maximize satisfaction.
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Level 5 Behaviors
(Mastery)
Establishes policies and procedures to align our core values with customer service goals.
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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)
Explains the use of surveys and interviews in gathering the necessary information.
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Level 2 Behaviors
(Light Experience)
Conducts basic research to identify current industry trends and best practices.
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Level 3 Behaviors
(Moderate Experience)
Participates in various company events to gain information about current business operations.
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Level 4 Behaviors
(Extensive Experience)
Provides training to others about new techniques and strategies for effective data collection.
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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)
Differentiates between predictive analytics and machine learning.
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Level 2 Behaviors
(Light Experience)
Collects data from specific sources to support data processing 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)
Monitors performance to ensure accuracy and relevance of predictions in driving organizational growth.
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Level 5 Behaviors
(Mastery)
Leads predictive analytics modeling tasks to advance interests and improve operations of our business.
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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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