Skills & Competencies for Contact Center Traffic and Scheduling Analyst III

Contact Center Traffic and Scheduling Analyst III job profile

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JOB SUMMARY for Contact Center Traffic and Scheduling Analyst III

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

JOB RESPONSIBILITIES for Contact Center Traffic and Scheduling Analyst III

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 III SALARY RANGE

BASE 50%
$74,760
TOTAL 50%
$78,108
Job Level
P03
Job Code
SM15000301
Education/Degree
Bachelor's Degree
Reports To
Manager

Contact Center Traffic and Scheduling Analyst III 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 III 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 III

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)
Discusses the lifecycle of end-to-end customer interaction from prospect to fulfillment.
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Level 2 Behaviors
(Light Experience)
Follows up on the delivery of customer interactions to ensure continued satisfaction.
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Level 3 Behaviors
(Moderate Experience)
Implements changes to customer interaction processes to enhance our services and products.
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Level 4 Behaviors
(Extensive Experience)
Facilitates positive communication with customers to increase their retention and advocacy.
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Level 5 Behaviors
(Mastery)
Establishes quality standards governing customer interactions to drive customer touchpoints.
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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 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)
Establishes policies and procedures to align our core values with customer service goals.
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3 Contact Center Traffic and Scheduling Analyst III - Skill and Competency
Proficiency Level - 3
4 Skill and Competency - Contact Center Traffic and Scheduling Analyst III
Proficiency Level - 4
5 Competency for - Contact Center Traffic and Scheduling Analyst III
Proficiency Level - 5

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

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)
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)
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)
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)
Uses statistical models to predict data patterns and identify risks and opportunities.
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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)
Leads predictive analytics modeling tasks to advance interests and improve operations of our business.
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3 Contact Center Traffic and Scheduling Analyst III - Skill and Competency
Proficiency Level - 3
4 Skill and Competency - Contact Center Traffic and Scheduling Analyst III
Proficiency Level - 4
5 Competency for - Contact Center Traffic and Scheduling Analyst III
Proficiency Level - 5

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

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

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