13 general skills or competencies (Job family competencies) for Contact Center Sales Coach
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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8 soft skills or competencies (core competencies) for Contact Center Sales Coach
Skill definition-Effectively collaborating and working with others in a group to achieve a shared goal.
Level 1 Behaviors
(General Familiarity)
Cites examples of commonly used collaboration tools that promote teamwork in the workplace.
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Level 2 Behaviors
(Light Experience)
Aligns completion of project and group tasks to team mission and objectives.
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Level 3 Behaviors
(Moderate Experience)
Contributes relevant information, knowledge, and experiences openly and proactively to the team.
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Level 4 Behaviors
(Extensive Experience)
Contributes to the development of team strategy and policy to increase work performance and success rates.
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Level 5 Behaviors
(Mastery)
Builds team trust and morale through effective team-building exercises.
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Skill definition-The ability and process of implementing new ideas and initiatives to improve organizational performance.
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)
Applies technical expertise, business sense, and product knowledge to manage the product lifecycle effectively.
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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 strong business partnerships internally and externally to drive "win-win" business successes.
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Summary of Contact Center Sales Coach skills and competencies
There are 0 hard skills for Contact Center Sales Coach.
13 general skills for Contact Center Sales Coach, Call Center Management, Customer Analytics, Customer Complaint Resolution, etc.
8 soft skills for Contact Center Sales Coach, Fostering Teamwork, Innovation, Attention to Detail, 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 Sales Coach, he or she needs to be skilled in Fostering Teamwork, be skilled in Innovation, and be skilled in Attention to Detail.