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)
Handles employee-to-customer interactions to maximize the overall customer experience.
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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 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)
Develops customer service strategies to attain positive impacts on customer satisfaction.
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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)
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)
Develops best practices and programs to improve data collection across our business.
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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)
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)
Recommends fixes and optimizations to avoid future malfunctions and maximize efficiency.
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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)
Develops predictive models to determine and draw up predictions about future industry trends.
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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.