10 general skills or competencies (Job family competencies) for Customer Service Director
Skill definition-Managing and organizing daily call center operations to deliver and surpass high expectations for customer service.
Level 1 Behaviors
(General Familiarity)
Documents the industry standards and best practices for call center management.
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Level 2 Behaviors
(Light Experience)
Follows the principles of call center management to support continuous performance improvement.
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Level 3 Behaviors
(Moderate Experience)
Resolves staffing gaps to ensure uninterrupted and smooth call center operations.
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Level 4 Behaviors
(Extensive Experience)
Monitors the daily call center operations to ensure service level goals are met or exceeded.
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Level 5 Behaviors
(Mastery)
Designs operational workflows to streamline and optimize our performance and the overall process.
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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)
Explains the fundamental of customer analytics to understand customer behavior data.
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Level 2 Behaviors
(Light Experience)
Identifies capabilities and challenges of customer analytics to support revenue generation.
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Level 3 Behaviors
(Moderate Experience)
Partners with key stakeholders in performing customer analytics to maximize customer retention rate.
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Level 4 Behaviors
(Extensive Experience)
Monitors customer analytics data to drive customer journey impacts and attain business growth.
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Level 5 Behaviors
(Mastery)
Improves customer analytics capabilities across the customer journey to increase customer loyalty and ROI.
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14 soft skills or competencies (core competencies) for Customer Service 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.
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Level 2 Behaviors
(Light Experience)
Reports and communicates market and competitor status regularly to the management team.
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Level 3 Behaviors
(Moderate Experience)
Implements effective marketing strategies that achieve improved business outcomes.
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Level 4 Behaviors
(Extensive Experience)
Optimizes business processes based on deep insight into various business unit functions.
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Level 5 Behaviors
(Mastery)
Evaluates industry and market trends to identify new business opportunities.
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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)
Explains the benefits and risks of using KPIs.
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Level 2 Behaviors
(Light Experience)
Identifies KPIs currently in use and provides input to management.
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Level 3 Behaviors
(Moderate Experience)
Maintains an organized data management process to track progress on KPIs.
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Level 4 Behaviors
(Extensive Experience)
Leverages the Business Intelligence (BI) technologies and tools for KPI reporting and analysis.
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Level 5 Behaviors
(Mastery)
Monitors the efficiency and effectiveness of current organizational KPI architecture.
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Summary of Customer Service Director skills and competencies
There are 0 hard skills for Customer Service Director.
10 general skills for Customer Service Director, Call Center Management, Customer Analytics, Customer Escalation Management, etc.
14 soft skills for Customer Service Director, Business Acumen, Key Performance Indicators (KPI), Customer Relationship Management, etc.
While the list totals 24 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 Customer Service Director, he or she needs to be skilled in Business Acumen, be an expert in Key Performance Indicators (KPI), and be skilled in Customer Relationship Management.