How to Be Call Center Scheduler - Job Description, Skills, and Interview Questions

Jan 12, 2020 / 5 Minutes Read / By Albert

How to Become

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FAQ

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Call center schedulers play an important role in the success of a call center. A call center scheduler is responsible for ensuring that the call center is properly staffed and that the staff members are in the right place at the right time. By accurately scheduling the staff, they help ensure that calls are answered in a timely manner, customer service goals are met, and operational costs are kept to a minimum. As a result, call center schedulers can have a positive effect on customer satisfaction, employee morale, and overall productivity.

Steps How to Become

Obtain a High School Diploma or GED. The first step to becoming a call center scheduler is to obtain a high school diploma or GED. This will demonstrate to employers that you have the basic educational background necessary for the job.
Pursue a Degree or Certification. Pursuing a degree in a related field such as business, management, or customer service can help you obtain the skills and knowledge necessary for a successful career as a call center scheduler. Additionally, certifications in areas such as customer service, quality control, and data entry may be beneficial.
Gain Experience. Gaining experience in customer service and data entry can help you stand out from other applicants when applying for call center scheduler positions. Consider interning or volunteering at an organization that provides customer support or working as a customer service representative or data entry clerk.
Apply for Call Center Scheduler Positions. Once you have obtained your educational background and gained experience in the field, you can begin applying for call center scheduler positions. Be sure to highlight your education, experience, and certifications in your resume and cover letter to increase your chances of being hired.
Develop Your Knowledge and Skills. As a call center scheduler, it is important to stay up-to-date on the latest industry trends and technology. Consider taking courses or seminars in scheduling software, customer service, and data entry to further develop your knowledge and skills in these areas. Additionally, familiarize yourself with the company's scheduling policies and procedures.

Staying ahead and efficient as a Call Center Scheduler requires careful planning and organization. Effective scheduling involves analyzing customer demand, analyzing available resources, and determining the most efficient utilization of these resources. By effectively forecasting customer demand, a Call Center Scheduler can plan ahead and ensure that the right number of employees are available to handle customer requests.

By utilizing available resources such as technology, automation, and employee skills, a Call Center Scheduler can maximize efficiency and utilize resources in the most cost-effective manner. regularly monitoring the performance of staff and processes can help identify areas of improvement and provide valuable data to help inform future scheduling decisions. effective scheduling can help reduce costs, improve customer service, and increase productivity.

You may want to check Call Center Project Manager, Call Center Inbound Telemarketer, and Call Center Technical Specialist for alternative.

Job Description

Answer incoming customer calls in a courteous and professional manner.
Process customer orders and inquiries accurately and efficiently.
Ensure customer satisfaction by providing helpful information and support.
Develop and maintain customer relationships and provide solutions for customer issues.
Schedule customer appointments and follow-up calls.
Maintain accurate records of customer interactions, transactions and changes in customer information.
Monitor call center performance and provide feedback and coaching to team members.
Assist with call center operations, such as system maintenance, reporting and process improvement initiatives.
Research customer inquiries and provide solutions in a timely manner.
Follow up on customer complaints to ensure resolution.

Skills and Competencies to Have

Excellent communication skills
Strong organizational skills
Ability to multitask
Knowledge of customer service principles and practices
Proficiency in call center scheduling software
Problem solving skills
Patience and professionalism
Attention to detail
Knowledge of call center operations
Ability to work with limited supervision

The ability to be an effective Call Center Scheduler requires a variety of skills. The most important skill of all is effective communication. Being able to communicate clearly and concisely with customers, colleagues, and management is essential for success in this role.

It is also important for a Call Center Scheduler to be organized and have the ability to multitask. This includes being able to manage multiple calls, prioritize tasks, and handle customer inquiries efficiently. Furthermore, problem solving must be one of the core competencies of the Call Center Scheduler.

This involves being able to diagnose customer problems and find solutions quickly. Finally, a strong customer service orientation is essential for a Call Center Scheduler; being able to help customers with a friendly attitude is key to customer satisfaction. All of these skills are essential for a successful Call Center Scheduler, and if combined with dedication and hard work, can lead to a long and successful career in this field.

Call Center Director, Call Center Technology Manager, and Call Center Technician are related jobs you may like.

Frequent Interview Questions

What experience do you have in call center scheduling?
What strategies do you use to ensure quality customer service?
How do you handle difficult customer inquiries or requests?
How do you prioritize tasks when managing a large volume of calls?
What is your experience with analyzing and optimizing call center performance?
How do you maintain accuracy when creating schedules for a diverse team of employees?
How do you respond to unexpected changes in customer demand?
What strategies do you use to ensure staff availability meets customer requirements?
How do you stay organized when managing multiple schedules?
How do you ensure that all customer inquiries are handled in a timely manner?

Common Tools in Industry

AutoScheduler. Automated scheduling software designed to optimize call center staff scheduling. (eg: Intradiem)
Workforce Management Software. Comprehensive software designed to manage scheduling, forecasting, and resource planning. (eg: NICE IEX TotalView)
Time Tracking Software. Software designed to track employee hours worked for payroll purposes. (eg: TSheets)
Employee Scheduling Software. Software designed to create, manage, and publish employee schedules. (eg: HotSchedules)
Task Management Software. Software designed to manage tasks and enable efficient resource allocation. (eg: Asana)

Professional Organizations to Know

International Call Center Management Association (ICCMA)
Association of Management and Professional Staff in Call Centers (AMPSCC)
Association of TeleServices International (ATSI)
International Quality and Productivity Center (IQPC)
National Association of Call Centers (NACC)
Society of Workforce Planning Professionals (SWPP)
American Teleservices Association (ATA)
Business Process Outsourcing Association (BPOA)
International Customer Management Institute (ICMI)
Customer Service Professionals Network (CSPN)

We also have Call Center Supervisor, Call Center Coordinator, and Call Center Collections Representative jobs reports.

Common Important Terms

Call Volume. The amount of incoming and/or outgoing calls received by a call center.
Call Queue. The line of incoming calls placed in an orderly fashion, waiting to be answered by a customer service representative.
Call Center Agent. A customer service representative responsible for answering incoming calls and providing customer service.
Call Distribution. The system of routing incoming calls to the appropriate customer service representatives.
Call Back. The process of contacting customers who have left messages, usually requesting a callback.
Call Abandonment. The process of customers hanging up before their call is answered.
Call Scheduling. The process of organizing and scheduling customer service representatives shifts and work hours.
Capacity Forecasting. Estimating the amount of calls that need to be answered during a certain period of time.
Automatic Call Distributor (ACD). A computerized system that distributes incoming calls to the most suitable customer service representative based on their availability and skills.

Frequently Asked Questions

What is a Call Center Scheduler?

A Call Center Scheduler is a software tool used to plan and manage the staff scheduling process for call centers. It helps to optimize labor costs, ensure staffing targets are met, and improve customer experience.

What features does a Call Center Scheduler offer?

A Call Center Scheduler typically offers features such as automated shift bidding, shift swapping, self-scheduling, drag-and-drop editing, vacation planning, and real-time labor forecasting.

How does a Call Center Scheduler help reduce labor costs?

A Call Center Scheduler helps to reduce labor costs by optimizing shift availability, allowing more efficient staff scheduling, and providing real-time data to make informed decisions.

What are the benefits of using a Call Center Scheduler?

The benefits of using a Call Center Scheduler include improved customer experience, better staff utilization, reduced overtime costs, and increased employee satisfaction.

What type of data can be analyzed with a Call Center Scheduler?

A Call Center Scheduler can provide data analysis on staffing levels, labor costs, staff performance, customer service metrics, and more.

Web Resources

Call Center Management | Emory University | Atlanta GA it.emory.edu
Foundation Call Center - Iowa State University - Foundation Call callcenter-foundation.sws.iastate.edu
Scheduler - Call Center in Camp HIll, PA for Penn State Health alumnijobs.cofc.edu