8 general skills or competencies (Job family competencies) for Contact Center Director
Skill definition-Managing and organizing daily call center operations to deliver and surpass high expectations for customer service.
Level 1 Behaviors
(General Familiarity)
Explains the fundamental metrics and techniques in call center management.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Responds to clients' complaints, needs, and inquiries through inbound calls.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Utilizes workforce management software to maximize the efficiency of our staffing functions.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Oversees customer service delivery to ensure script adherence, call integrity, and proper phone technique.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Develops policies and practices to deliver the highest degree of customer service and retention.
See 4 More Skill Behaviors
Skill definition-Identifying and forecasting customer behavior and insights to increase customer acquisition, retention, and buyer engagement.
Level 1 Behaviors
(General Familiarity)
Explains the fundamental of customer analytics to understand customer behavior data.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Identifies capabilities and challenges of customer analytics to support revenue generation.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Manages customer data analytics activities to ensure accurate data points and statistics.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Monitors customer analytics data to drive customer journey impacts and attain business growth.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Improves customer analytics capabilities across the customer journey to increase customer loyalty and ROI.
See 4 More Skill Behaviors
13 soft skills or competencies (core competencies) for Contact Center Director
Skill definition-Insight into our organization's business, goals, and values. Ability to design and implement initiatives that facilitate successful outcomes.
Level 1 Behaviors
(General Familiarity)
Explains our key business strategies and priorities.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Reports and communicates market and competitor status regularly to the management team.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Demonstrates an innate sense of how to achieve positive results in the current environment.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Evaluates and explains the financial aspects of a business initiative to different teams.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Conceptualizes new and creative business initiatives to boost business growth.
See 4 More Skill Behaviors
Skill definition-Knowledge of and ability to apply a set of quantifiable measurements to determine how effectively an individual, team or organization is achieving a business objective.
Level 1 Behaviors
(General Familiarity)
Describes the concepts and purposes of Key Performance Indicators (KPI).
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Follows up on regular action items related to KPI implementation.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Defines KPIs in terms of Specific, Measurable, Achievable, Realistic, and Timely (SMART) goal criteria.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Develops and delivers training programs on KPI practices to employees and managers.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Defines and modifies strategic KPIs to drive organizational objectives and priorities.
See 4 More Skill Behaviors
Summary of Contact Center Director skills and competencies
There are 0 hard skills for Contact Center Director.
8 general skills for Contact Center Director, Call Center Management, Customer Analytics, Customer Complaint Resolution, etc.
13 soft skills for Contact Center Director, Business Acumen, Key Performance Indicators (KPI), Customer Relationship Management, etc.
While the list totals 21 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 Contact Center Director, he or she needs to be skilled in Business Acumen, be an expert in Key Performance Indicators (KPI), and be an expert in Customer Relationship Management.