Sample Job Description for Call Center Scheduling Supervisor
Job Description Management
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Call Center Scheduling Supervisor Job Overview
Call Center Scheduling Supervisor Job Description Sample
Leads contact center scheduling function daily activities.
JOB LEVEL
M00
EDUCATION/DEGREE
Bachelor's Degree
REPORTS TO
Manager
Salary Range
BASE 50%
$77,700
TOTAL 50%
$83,400
Job Responsibilities for Call Center Scheduling Supervisor
Responsible for contact center workforce scheduling to ensure high utilization rate and operational needs. Coordinates with management to forecast headcount needs and develop staffing plan. Provides recommendations for improving contact center scheduling and operations. Advanced analytical skills are typically required.
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|---|---|---|
| 1 | Sales Team Supervisor | The Sales Team Supervisor recommends changes to current sales techniques or procedures based on team performance and new selling techniques. Supervises and coordinates the daily activities of sales representatives engaged in promoting and selling a product by phone or mail. Being a Sales Team Supervisor typically reports to a manager. May require a bachelor's degree in business. The Sales Team Supervisor supervises a group of primarily para-professional level staffs. May also be a level above a supervisor within high volume administrative/ production environments. Makes day-to-day decisions within or for a group/small department. Has some authority for personnel actions. Thorough knowledge of department processes. Working as a Sales Team Supervisor typically requires 3-5 years experience in the related area as an individual contributor. |
| 2 | Office Operations Supervisor | The Office Operations Supervisor implements procedures and policies for all administrative activities. Oversees and manages the daily activities of office staff to ensure efficient operations, service delivery and expense control. Being an Office Operations Supervisor oversees the selection of vendors and the purchase of office equipment and supplies. Typically manages record-keeping, document preparation, mail distribution, reception, bill or invoice processing, maintenance services, technical support, project coordination/scheduling, and other related internal operations. In addition, Office Operations Supervisor coordinates resources to troubleshoot, determine the best solutions, and solve problems. Tracks and analyzes operational costs and monitors budget. Recruits, trains, and coaches office staff to achieve optimal performance. May require a bachelor's degree. Typically reports to a manager. The Office Operations Supervisor supervises a small group of para-professional staff in an organization characterized by highly transactional or repetitive processes. Contributes to the development of processes and procedures. Working as an Office Operations Supervisor typically requires 3 years experience in the related area as an individual contributor. Thorough knowledge of functional area under supervision. |
| 3 | Program Contracts Supervisor | The Program Contracts Supervisor is responsible for aiding in the negotiation of contracts and contractual changes and coordinating preparations of proposals, plans, specifications, and financial conditions of contracts. Coordinates and monitors the scheduling, pricing, and technical performance of company programs. Being a Program Contracts Supervisor ensures adherence to master plans and schedules and develops solutions to program problems. Develops new business and expands product line. In addition, Program Contracts Supervisor recommends changes to improve process efficiency and alleviate process inaccuracy and duplication. Requires a bachelor's degree. Typically reports to a manager. Being a Program Contracts Supervisor contributes to moderately complex aspects of a project. Work is generally independent and collaborative in nature. Working as a Program Contracts Supervisor typically requires 4 to 7 years of related experience. |
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| 5 | Corporate Compliance Supervisor | The Corporate Compliance Supervisor monitors all activities impacted by regulatory requirements related to the organization's governance and any industry-specific or location-specific laws. Supervises the compliance programs, policies, reporting, and practices for an organization or business. Being a Corporate Compliance Supervisor implements risk-based compliance testing of existing procedures and controls to identify, detect, and correct noncompliance. Utilizes established internal controls and auditing systems that monitor and report on regulated activities and processes. In addition, Corporate Compliance Supervisor implements changes to compliance processes due to new or amended regulations. Supports communication and training initiatives that inform stakeholders about compliance requirements. Typically requires a bachelor's degree or equivalent. Typically reports to a manager or head of a unit/department. The Corporate Compliance Supervisor supervises a group of primarily para-professional level staffs. May also be a level above a supervisor within high volume administrative/ production environments. Makes day-to-day decisions within or for a group/small department. Has some authority for personnel actions. Working as a Corporate Compliance Supervisor typically requires 3-5 years experience in the related area as an individual contributor. Thorough knowledge of functional area and department processes. |
Call Center Scheduling Supervisor Skills & Proficiency Level
| Skills | Proficiency Level |
|---|---|
| Gathering Information | Level 3 |
| Predictive Analytics | Level 3 |
| Planning and Organizing | Level 3 |
