Skills & Competencies for Voice Communications Analyst II

Voice Communications Analyst II job profile

Book a Demo and Receive a Sample Job Profile

JOB SUMMARY for Voice Communications Analyst II

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

JOB RESPONSIBILITIES for Voice Communications Analyst II

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. Reports on system specifications to support upgrades and to ensure proper integration. Coordinates upgrade schedules with internal or external programmers.

Voice Communications Analyst II SALARY RANGE

BASE 50%
$83,676
TOTAL 50%
$84,470
Job Level
P02
Job Code
IT10000338
Education/Degree
Bachelor's Degree
Reports To
Supervisor or Manager

Voice Communications 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 Voice Communications Analyst II skill and competencie below to view definitions.
JOB FAMILY COMPETENCIES CORE COMPETENCIES
BOOK A DEMO

7 general skills or competencies (Job family competencies) for Voice Communications Analyst II

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)
Documents best practices in technical support to address customer issues and technical needs.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Gathers customer data, such as problem descriptions and network details for prompt technical support.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Implements standard user guide in utilizing new tools to troubleshoot technical issues.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Improves the overall technical support process to enhance customer relationship and service.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Designs a technical support flowchart to illustrate and streamline sequence of technical troubleshooting.
See 4 More Skill Behaviors
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)
Documents procedures and best practices used in conducting technical troubleshooting.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Documents and escalates complex technical issues from prompt troubleshooting.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Researches possible avenues and best tools to deliver prompt troubleshooting to technical issues.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Provides training for service team in performing basic troubleshooting of complex technical issues.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Designs system troubleshooting tools to improve efficiency in dealing with technical issues.
See 4 More Skill Behaviors
3 Voice Communications Analyst II - Skill and Competency
Proficiency Level - 3
4 Skill and Competency - Voice Communications Analyst II
Proficiency Level - 4
5 Competency for - Voice Communications Analyst II
Proficiency Level - 5

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

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)
Explains the integral role data collection plays when conducting analytical thinking.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Asks the right questions to ensure clarity on business goals and requirements.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Develops alternative solutions and compares the pros and cons.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Determines and prioritizes the sequence of steps for a specific situation.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Evaluates potential risks using extensive industry knowledge when considering new opportunities.
See 4 More Skill Behaviors
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)
Lists best practices and tools to maintain high accuracy and thoroughness in the workplace.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Uses checklists to ensure that information goes out error-free.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Suggests solutions to issues that arise while executing the tasks.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Employs techniques for motivating personnel to meet or exceed accuracy goals.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Leads the creation of tools for enhancing and assuring accuracy.
See 4 More Skill Behaviors
3 Voice Communications Analyst II - Skill and Competency
Proficiency Level - 3
4 Skill and Competency - Voice Communications Analyst II
Proficiency Level - 4
5 Competency for - Voice Communications Analyst II
Proficiency Level - 5

Summary of Voice Communications Analyst II skills and competencies

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

It's Easy to Get Started

Get the precision you need to assess, hire, and develop top talent with skills and competencies – see how with a personalized demo.