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)
Cites key functions of call center management, including staffing and performance management.
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Level 2 Behaviors
(Light Experience)
Assists in implementing latest tools and systems to manage call center operations.
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Level 3 Behaviors
(Moderate Experience)
Adheres to call center management guidelines, policies, and procedures to avoid data security risks.
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Level 4 Behaviors
(Extensive Experience)
Forecasts call volumes and staffing to make informed business decisions for our future needs.
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Level 5 Behaviors
(Mastery)
Builds call center management systems to meet service center performance metrics and quality goals.
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Skill definition-Identifying and forecasting customer behavior and insights to increase customer acquisition, retention, and buyer engagement.
Level 1 Behaviors
(General Familiarity)
Compiles a list of customer data sources for accurate customer analytics.
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Level 2 Behaviors
(Light Experience)
Assists in executing new customer analytics models to understand customer behavior.
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Level 3 Behaviors
(Moderate Experience)
Analyzes customer analytics to improve customer service and decrease associated constraints.
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Level 4 Behaviors
(Extensive Experience)
Delivers customer analytics to measure and improve customer service quality and efficiency.
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Level 5 Behaviors
(Mastery)
Adapts to industry trends in customer analytics to transform actionable insights into profitable results.
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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)
Describes how our business makes money and our key business objectives.
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Level 2 Behaviors
(Light Experience)
Assists in designing business models and operating plans.
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Level 3 Behaviors
(Moderate Experience)
Analyses the business impact of demographic changes; suggests effective responses.
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Level 4 Behaviors
(Extensive Experience)
Consults on the selection and adjustment of the go-to-market strategy.
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Level 5 Behaviors
(Mastery)
Builds a mentoring model to ensure a continuous increase of business sense within our business.
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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)
Cites examples of KPIs applied at individual, team, and organizational levels.
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Level 2 Behaviors
(Light Experience)
Assists in KPI analysis and patterns discovery to support management in decision making.
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Level 3 Behaviors
(Moderate Experience)
Collaborates with related stakeholders to decide cross-functional KPIs.
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Level 4 Behaviors
(Extensive Experience)
Analyses the pros and cons of specific KPI metrics to ascertain the best course of action.
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Level 5 Behaviors
(Mastery)
Builds and updates innovative KPI management tools to optimize KPI selection and implementation processes.
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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.