Skills & Competencies for Customer Service Senior Manager

Customer Service Senior Manager job profile

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JOB SUMMARY for Customer Service Senior Manager

Manages all aspects of an organization's customer service policies, objectives, and initiatives.

JOB RESPONSIBILITIES for Customer Service Senior Manager

Provides mentoring, leadership, and organization to managers and supervisors. Oversees the creation and implementation of efficient and balanced workflows that maximize efficiency and produce high levels of service quality and customer satisfaction. Monitors and measures service metrics and volume to develop standards, improvements, or changes to workflows and resource allocation. Makes recommendations for changes to products or services based on customer feedback and requests. Engages in resource planning and decision-making. Interfaces with other departments in the organization to ensure the customer service department is prepared to support future products and releases.

Customer Service Senior Manager SALARY RANGE

BASE 50%
$138,397
TOTAL 50%
$155,537
Job Level
M03
Job Code
SM15000493
Education/Degree
Bachelor's Degree
Reports To
Director or Top Management

Customer Service Senior Manager Skills and Competencies List

Proficiency Levels and Behavioural Indicators
Salary.com identifies five increasing levels of proficiency for each skill/competency. Some jobs require only a relatively low level of proficiency in each skill/competency, while other jobs will require a more advanced level of proficiency in the same skill/competency. These levels rate the degree of proficiency (skill level, expertise) we expect the incumbent to perform in the given skill/competency for the given job. Note that we intentionally do not associate timeframes or years of experience in performing the skill/competency because that can be misleading. Proficiency levels identify what the incumbent knows and can do rather than how long they have been doing it. Also, note that the proficiency levels are cumulative, e.g., a level 4 proficiency implies the ability to perform all the behaviors at the lower levels.
Check each Customer Service Senior Manager skill and competencie below to view definitions.
JOB FAMILY COMPETENCIES CORE COMPETENCIES
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12 general skills or competencies (Job family competencies) for Customer Service Senior Manager

1 Job Family Competencies – Call Center Management
Proficiency Level -3
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.
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Level 2 Behaviors
(Light Experience)
Responds to clients' complaints, needs, and inquiries through inbound calls.
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Level 3 Behaviors
(Moderate Experience)
Utilizes workforce management software to maximize the efficiency of our staffing functions.
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Level 4 Behaviors
(Extensive Experience)
Sets goals and objectives in managing call center operations to meet customer satisfaction metrics.
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Level 5 Behaviors
(Mastery)
Leads strategic planning efforts to drive our workforce's performance standards and improvements.
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2 Job Family Competencies – Customer Analytics
Proficiency Level -4
Skill definition-Identifying and forecasting customer behavior and insights to increase customer acquisition, retention, and buyer engagement.
Level 1 Behaviors
(General Familiarity)
Documents the current best practices in customer analytics.
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Level 2 Behaviors
(Light Experience)
Conducts customer analytics to identify customer demands and requirements.
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Level 3 Behaviors
(Moderate Experience)
Manages customer data analytics activities to ensure accurate data points and statistics.
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Level 4 Behaviors
(Extensive Experience)
Integrates customer analytic insights to enable informed decision-making in improving customer experience.
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Level 5 Behaviors
(Mastery)
Designs customer analytics frameworks to improve customer satisfaction and success value.
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3 Customer Service Senior Manager - Skill and Competency
Proficiency Level - 3
4 Skill and Competency - Customer Service Senior Manager
Proficiency Level - 4
5 Competency for - Customer Service Senior Manager
Proficiency Level - 5

13 soft skills or competencies (core competencies) for Customer Service Senior Manager

1 Core Competencies – Products And Services
Proficiency Level -4
Skill definition-Knowledge of the full array of our organization's products and services including those that are created for internal customers; insight into the differentiating factors that distinguish them from those of competitors.
Level 1 Behaviors
(General Familiarity)
Describes own business unit's role in the production of our organization's P/S.
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Level 2 Behaviors
(Light Experience)
Outlines the main advantages of our business's main P/S.
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Level 3 Behaviors
(Moderate Experience)
Examines the products and services from the perspective of the customer.
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Level 4 Behaviors
(Extensive Experience)
Incorporates quantifiable evidence to prove that the value of the product is credible.
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Level 5 Behaviors
(Mastery)
Educates others on the structure and integration of cross-functional products or services.
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2 Core Competencies – Standard Operating Procedures (SOP)
Proficiency Level -5
Skill definition-A set of written instructions that describes the step-by-step activities to complete tasks in compliance with business standards and industry regulations.
Level 1 Behaviors
(General Familiarity)
Discusses the considerations and concerns on applying SOP for the first time.
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Level 2 Behaviors
(Light Experience)
Gathers information on workflows and business controlling points.
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Level 3 Behaviors
(Moderate Experience)
Initiates SOP revisions to support continuous improvement of processes.
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Level 4 Behaviors
(Extensive Experience)
Evaluates the benefits and drawbacks of a specific SOP; oversees the corresponding enhancements.
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Level 5 Behaviors
(Mastery)
Establishes formal policies and procedures to guide the our SOP practices.
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3 Customer Service Senior Manager - Skill and Competency
Proficiency Level - 3
4 Skill and Competency - Customer Service Senior Manager
Proficiency Level - 4
5 Competency for - Customer Service Senior Manager
Proficiency Level - 5

Summary of Customer Service Senior Manager skills and competencies

There are 0 hard skills for Customer Service Senior Manager.
12 general skills for Customer Service Senior Manager, Call Center Management, Customer Analytics, Customer Complaint Resolution, etc.
13 soft skills for Customer Service Senior Manager, Products And Services, Standard Operating Procedures (SOP), Service Excellence, etc.
While the list totals 25 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 Senior Manager, he or she needs to be skilled in Products And Services, be an expert in Standard Operating Procedures (SOP), and be skilled in Service Excellence.

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