Skills & Competencies for Contact Center Traffic and Scheduling Analyst II

Contact Center Traffic and Scheduling Analyst II job profile

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JOB SUMMARY for Contact Center Traffic and Scheduling Analyst II

Analyzes contact center patterns, including volumes, trends, attrition rates, and contact center representative productivities.

JOB RESPONSIBILITIES for Contact Center Traffic and Scheduling Analyst II

Utilizes the analysis results to forecast contact center workload and builds scheduling plans to meet business objectives. Ensures customer satisfaction by monitoring, balancing, and redirecting inbound traffic in a timely manner. Collaborates with other teams when overflow occurs, and inbound traffic must be redirected. Utilizes call volume reports to coordinate and complete capacity planning within the contact center. Evaluates historical and recent performance and statistics to identify trends. Makes recommendations on how to maintain contact center key performance indicators.

Contact Center Traffic and Scheduling Analyst II SALARY RANGE

BASE 50%
$64,550
TOTAL 50%
$67,406
Job Level
P02
Job Code
SM15000300
Education/Degree
Bachelor's Degree
Reports To
Manager

Contact Center Traffic and Scheduling Analyst II 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 Traffic and Scheduling Analyst II 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 Traffic and Scheduling Analyst II

1 Job Family Competencies – Customer Interaction
Proficiency Level -2
Skill definition-Fostering relationships and positive communication with customers to identify their demands to gain a competitive market advantage.
Level 1 Behaviors
(General Familiarity)
Lists possible issues and concerns regarding customer interaction.
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Level 2 Behaviors
(Light Experience)
Supports the development of creative ways to improve the value of customer interaction.
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Level 3 Behaviors
(Moderate Experience)
Performs good customer interaction to meet our customer standards and our objectives.
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Level 4 Behaviors
(Extensive Experience)
Recommends improvement opportunities in the customer interaction process to create positive service.
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Level 5 Behaviors
(Mastery)
Leads innovative processes to maximize the timing and effectiveness of customer interactions.
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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 Traffic and Scheduling Analyst II - Skill and Competency
Proficiency Level - 3
4 Skill and Competency - Contact Center Traffic and Scheduling Analyst II
Proficiency Level - 4
5 Competency for - Contact Center Traffic and Scheduling Analyst II
Proficiency Level - 5

5 soft skills or competencies (core competencies) for Contact Center Traffic and Scheduling Analyst II

1 Core Competencies – Gathering Information
Proficiency Level -2
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 -2
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 Traffic and Scheduling Analyst II - Skill and Competency
Proficiency Level - 3
4 Skill and Competency - Contact Center Traffic and Scheduling Analyst II
Proficiency Level - 4
5 Competency for - Contact Center Traffic and Scheduling Analyst II
Proficiency Level - 5

Summary of Contact Center Traffic and Scheduling Analyst II skills and competencies

There are 0 hard skills for Contact Center Traffic and Scheduling Analyst II.
6 general skills for Contact Center Traffic and Scheduling Analyst II, Customer Interaction, Customer Satisfaction, Customer Support, etc.
5 soft skills for Contact Center Traffic and Scheduling Analyst II, Gathering Information, Predictive Analytics, Analytical Thinking, etc.
While the list totals 11 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 Traffic and Scheduling Analyst II, he or she needs to be proficient in Gathering Information, be proficient in Predictive Analytics, and be proficient in Analytical Thinking.

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