6 general skills or competencies (Job family competencies) for Contact Center Traffic and Scheduling Analyst II
Skill definition-Fostering relationships and positive communication with customers to identify their demands to gain a competitive market advantage.
Level 1 Behaviors
(General Familiarity)
Discusses empathetic language in creating personalized and memorable customer interaction.
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Level 2 Behaviors
(Light Experience)
Follows the regulations and policies governing customer interactions.
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Level 3 Behaviors
(Moderate Experience)
Generates ideas and actions to improve the efficiency and results of customer interaction.
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Level 4 Behaviors
(Extensive Experience)
Engages with customers to ensure positive interaction and build strong relationships.
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Level 5 Behaviors
(Mastery)
Develops strategies to improve customer interactions and achieve maximum customer satisfaction.
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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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5 soft skills or competencies (core competencies) for Contact Center Traffic and Scheduling Analyst II
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)
Generates innovative plans for curating and managing gathered information from different sources.
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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)
Utilizes various statistics and modeling techniques in assessing future business performances.
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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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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.