Skills & Competencies for Voice Communications Analyst IV

Voice Communications Analyst IV job profile

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JOB SUMMARY for Voice Communications Analyst IV

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

JOB RESPONSIBILITIES for Voice Communications Analyst IV

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. May lead voice communications projects, or offer research support regarding budgeting requirements.

Voice Communications Analyst IV SALARY RANGE

BASE 50%
$111,098
TOTAL 50%
$113,184
Job Level
P04
Job Code
IT10000340
Education/Degree
Bachelor's Degree
Reports To
Manager or Head of a Unit/Department

Voice Communications Analyst IV 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 IV 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 IV

1 Job Family Competencies – Technical Support
Proficiency Level -4
Skill definition-Offering hands-on assistance and solutions to end-users in addressing and troubleshooting technical issues.
Level 1 Behaviors
(General Familiarity)
Explains key principles of customer service essential in delivering technical support.
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Level 2 Behaviors
(Light Experience)
Provides first-level support in addressing basic technical issues and requests.
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Level 3 Behaviors
(Moderate Experience)
Performs diagnostics to investigate and resolve technical issues provided by the customers.
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Level 4 Behaviors
(Extensive Experience)
Monitors the resolution of technical issues to improve the productivity of technical support services.
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Level 5 Behaviors
(Mastery)
Establishes policies and procedures to promote uniformity and consistency in technical support delivery.
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2 Job Family Competencies – Technical Troubleshooting
Proficiency Level -4
Skill definition-Utilizing the latest approaches and advanced tools to anticipate, diagnose, and resolve technical issues and concerns.
Level 1 Behaviors
(General Familiarity)
Explains the importance of technical troubleshooting in customer service.
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Level 2 Behaviors
(Light Experience)
Supports the execution of solution plans to troubleshoot common technical questions and inquiries.
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Level 3 Behaviors
(Moderate Experience)
Tests new troubleshooting methods to ensure the effectiveness of solving customer concerns.
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Level 4 Behaviors
(Extensive Experience)
Recommends improvement to existing troubleshooting process to maximize customer operational excellence.
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Level 5 Behaviors
(Mastery)
Develops programs and methods to enhance our organization's technical troubleshooting capabilities.
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3 Voice Communications Analyst IV - Skill and Competency
Proficiency Level - 3
4 Skill and Competency - Voice Communications Analyst IV
Proficiency Level - 4
5 Competency for - Voice Communications Analyst IV
Proficiency Level - 5

7 soft skills or competencies (core competencies) for Voice Communications Analyst IV

1 Core Competencies – Analytical Thinking
Proficiency Level -4
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)
Identifies tools that assist analytical thinking.
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Level 2 Behaviors
(Light Experience)
Illustrates logical relationships among diverse entities.
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Level 3 Behaviors
(Moderate Experience)
Investigates analytical thinking tools and incorporates them accordingly.
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Level 4 Behaviors
(Extensive Experience)
Guides others to analyze all factors and parameters that need to be considered.
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Level 5 Behaviors
(Mastery)
Investigates industry trends and adjusts our business's strategy accordingly.
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2 Core Competencies – Attention to Detail
Proficiency Level -3
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.
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Level 2 Behaviors
(Light Experience)
Uses checklists to ensure that information goes out error-free.
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Level 3 Behaviors
(Moderate Experience)
Suggests solutions to issues that arise while executing the tasks.
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Level 4 Behaviors
(Extensive Experience)
Employs techniques for motivating personnel to meet or exceed accuracy goals.
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Level 5 Behaviors
(Mastery)
Leads the creation of tools for enhancing and assuring accuracy.
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3 Voice Communications Analyst IV - Skill and Competency
Proficiency Level - 3
4 Skill and Competency - Voice Communications Analyst IV
Proficiency Level - 4
5 Competency for - Voice Communications Analyst IV
Proficiency Level - 5

Summary of Voice Communications Analyst IV skills and competencies

There are 0 hard skills for Voice Communications Analyst IV.
7 general skills for Voice Communications Analyst IV, Technical Support, Technical Troubleshooting, Local Area Networks, etc.
7 soft skills for Voice Communications Analyst IV, Analytical Thinking, Attention to Detail, Time Management, etc.
While the list totals 14 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 IV, he or she needs to be skilled in Analytical Thinking, be skilled in Attention to Detail, and be skilled in Time Management.

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