Customer Service Planner
Also known as: Workforce planner
Schedules staffing of the customer contact centre based on expected call volume and builds rosters to limit waiting times.
The customer service planner works with historical and current contact data to build rosters that can absorb peaks. The distinction from a customer contact team leader lies in the purely planning role without directly managing agents. Selection often fails on candidates who handle numbers well but lack enough persuasiveness to get a roster accepted by a grumbling team.
Competencies to measure
These are the behavioural and ability constructs in this profile. Each one shows which hrmforce questionnaire measures it.
| Competencies to measure | Target level | hrmforce instrument | Assessment method | Behavioural anchor at target level |
|---|---|---|---|---|
| Client focus Competency (50-framework): Customer Focus Knockout | N4 | Big Fifty, Competency Check, 360 Feedback | 360-degree feedback | Uncovers the real need behind a client question, makes a fitting proposal and checks after delivery whether it works. |
| Accuracy and attention to detail Competency (50-framework): Accuracy Knockout | N3 | Big Fifty, 360 Feedback | Personality questionnaire | Builds check moments into the own process, keeps track of errors and prevents repetition by adjusting the method. |
| Stress tolerance Competency (50-framework): Stress resilience | N3 | Big Fifty, 15PF, Mental Resilience (4C) | Personality questionnaire | Keeps working in a structured way at peak load, keeps agreements with clients clear and flags early which results are at risk. |
| Switching between tasks and roles Competency (50-framework): Flexibility | N3 | Big Fifty, Colour Profile (Jung), Competency Check | On-the-job observation | Switches independently between execution and consultation tasks, keeps notes per role and correctly resumes interrupted work. |
Short profile
The ten heaviest skills in this profile. The full profile with every skill, behavioural anchor and assessment method is in the download.
| T | Skill | Target level | Weight | Knockout | Assessment method |
|---|---|---|---|---|---|
| G | Client focus | N4 | 5 | yes | 360-degree feedback |
| G | Accuracy and attention to detail | N3 | 5 | yes | Personality questionnaire |
| V | Working with digital devices and applications | N3 | 5 | yes | Work sample test |
| V | Managing service levels and performance indicators | N4 | 4 | no | Work sample test |
| K | Dutch language proficiency at professional level | N3 | 4 | yes | Knowledge test |
| V | Complaint handling | N3 | 4 | no | Situational Judgement Test |
| V | Service calls and telephone contact | N3 | 4 | no | Work sample test |
| V | Written client communication | N3 | 4 | no | Work sample test |
| G | Stress tolerance | N3 | 4 | no | Personality questionnaire |
| T | Spreadsheets and worksheets | N4 | 3 | no | Work sample test |
See all 23 skills in the full profile
Assessment instruments for this job
Work sample test
Representative work sample under standardized conditions
Knowledge test (client-specific)
Professional knowledge test, customized for each client
Competency Check
Behavioral-Level Competency Assessment
Big Fifty
Personality questionnaire, 150 items, 25 factors
360 Feedback
Multiple assessments based on behavioral anchors
Conflict Styles
Preferred style in conflict situations
Mental Resilience (4C)
Mental Resilience According to the 4C Model
Ability Scan
Aptitude Test: Verbal, Numerical, and Abstract Reasoning Skills
Communication Styles
Preferred communication style
15PF
Personality Profile, a shorter alternative to the Big Fifty
Structured interview
Behavioral interview with a fixed structure
Colour Profile (Jung)
Four color types, linked to Big Fifty factors
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