Skills & Competencies for Voice Communications Analyst I

Voice Communications Analyst I job profile

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JOB SUMMARY for Voice Communications Analyst I

Designs, reviews, analyzes, and maintains an organization's voice communications system.

JOB RESPONSIBILITIES for Voice Communications Analyst I

Makes suggestions to end users regarding voice communications software and hardware solutions, and offers support and troubleshooting. Ensures uninterrupted access to all voice telecommunication features, including voicemail, ACD or PBX systems. May research and recommend vendors.

Voice Communications Analyst I SALARY RANGE

BASE 50%
$71,221
TOTAL 50%
$71,581
Job Level
P01
Job Code
IT10000337
Education/Degree
Bachelor's Degree
Reports To
Supervisor or Manager

Voice Communications Analyst I 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 Voice Communications Analyst I skill and competencie below to view definitions.
JOB FAMILY COMPETENCIES CORE COMPETENCIES
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7 general skills or competencies (Job family competencies) for Voice Communications Analyst I

1 Job Family Competencies – Technical Support
Proficiency Level -2
Skill definition-Offering hands-on assistance and solutions to end-users in addressing and troubleshooting technical issues.
Level 1 Behaviors
(General Familiarity)
Describes the difference between the three levels of technical support.
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Level 2 Behaviors
(Light Experience)
Follows standard procedures in providing technical support and escalations.
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Level 3 Behaviors
(Moderate Experience)
Delivers tier II support services to resolve and diagnose complex technical problems.
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Level 4 Behaviors
(Extensive Experience)
Facilitates training to employees on the development and delivery of standard technical assistance.
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Level 5 Behaviors
(Mastery)
Creates a monitoring system to evaluate technical support metrics and maximize customer support.
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2 Job Family Competencies – Technical Troubleshooting
Proficiency Level -2
Skill definition-Utilizing the latest approaches and advanced tools to anticipate, diagnose, and resolve technical issues and concerns.
Level 1 Behaviors
(General Familiarity)
Describes key principles in troubleshooting customer issues and technical needs.
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Level 2 Behaviors
(Light Experience)
Collects and reports recurring technical problems to identify root causes.
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Level 3 Behaviors
(Moderate Experience)
Executes guidelines and standards in troubleshooting to ensure good customer service.
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Level 4 Behaviors
(Extensive Experience)
Oversees the facilitation of technical troubleshooting functions, including installation and repairs.
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Level 5 Behaviors
(Mastery)
Builds a monitoring system to manage the troubleshooting process and ensure adherence to standard processes.
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3 Voice Communications Analyst I - Skill and Competency
Proficiency Level - 3
4 Skill and Competency - Voice Communications Analyst I
Proficiency Level - 4
5 Competency for - Voice Communications Analyst I
Proficiency Level - 5

6 soft skills or competencies (core competencies) for Voice Communications Analyst I

1 Core Competencies – Analytical Thinking
Proficiency Level -2
Skill definition-Gathering, organizing, and analyzing information to identify the root cause of organizational problems and develop alternative solutions accordingly.
Level 1 Behaviors
(General Familiarity)
Describes the importance of analytical thinking in the workplace.
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Level 2 Behaviors
(Light Experience)
Asks the right questions to ensure clarity on business goals and requirements.
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Level 3 Behaviors
(Moderate Experience)
Decomposes complex issues into several parts and solves them individually.
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Level 4 Behaviors
(Extensive Experience)
Determines and prioritizes the sequence of steps for a specific situation.
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Level 5 Behaviors
(Mastery)
Establishes critical training and initiatives to foster analytical thinking across our business.
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2 Core Competencies – Attention to Detail
Proficiency Level -2
Skill definition-Executing and completing a task with a high level of accuracy.
Level 1 Behaviors
(General Familiarity)
Explains why attention to detail plays an important role in own function or unit.
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Level 2 Behaviors
(Light Experience)
Performs assigned responsibilities according to standard procedures and standards.
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Level 3 Behaviors
(Moderate Experience)
Processes large quantities of detailed information with high levels of accuracy.
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Level 4 Behaviors
(Extensive Experience)
Demonstrates expertise in quality assurance tools, techniques, and standards.
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Level 5 Behaviors
(Mastery)
Designs techniques for measuring the cost and impact of errors.
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3 Voice Communications Analyst I - Skill and Competency
Proficiency Level - 3
4 Skill and Competency - Voice Communications Analyst I
Proficiency Level - 4
5 Competency for - Voice Communications Analyst I
Proficiency Level - 5

Summary of Voice Communications Analyst I skills and competencies

There are 0 hard skills for Voice Communications Analyst I.
7 general skills for Voice Communications Analyst I, Technical Support, Technical Troubleshooting, Local Area Networks, etc.
6 soft skills for Voice Communications Analyst I, Analytical Thinking, Attention to Detail, Time Management, etc.
While the list totals 13 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 Voice Communications Analyst I, he or she needs to be proficient in Analytical Thinking, be proficient in Attention to Detail, and be proficient in Time Management.

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