Skills & Competencies for Customer Service Training Manager

Customer Service Training Manager job profile

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JOB SUMMARY for Customer Service Training Manager

Designs and delivers training programs for customer service representatives, team leaders, and supervisors.

JOB RESPONSIBILITIES for Customer Service Training Manager

Prepares instructive updates and details on new products, features, and service offerings. Designs a training curriculum and role-playing exercises to develop selling, service delivery, issue resolution, and interpersonal communication skills. Creates and maintains documentation and resources used to instruct staff on service level standards, system tools, and policies and procedures. Assesses training effectiveness and defines future needs by reviewing and analyzing staff performance metrics.

Customer Service Training Manager SALARY RANGE

BASE 50%
$98,557
TOTAL 50%
$106,448
Job Level
M02
Job Code
SM15000323
Education/Degree
Bachelor's Degree
Reports To
Head of a Unit/Department

Customer Service Training 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 Training 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 Training Manager

1 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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2 Job Family Competencies – Customer Complaint Resolution
Proficiency Level -4
Skill definition-Determining and investigating root causes of customer complaints to create prompt resolutions and deliver a high-quality service experience.
Level 1 Behaviors
(General Familiarity)
Explains the reasons and factors behind customer complaints.
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Level 2 Behaviors
(Light Experience)
Receives and routes customer complaints to appropriate departments for resolution.
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Level 3 Behaviors
(Moderate Experience)
Executes corrective actions for long-term solutions to minimize customer complaints and issues.
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Level 4 Behaviors
(Extensive Experience)
Oversees the delivery of proper complaint handling to avoid errors and ensure resolution.
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Level 5 Behaviors
(Mastery)
Develops a complaint management framework to deliver high-quality responses to customer complaints.
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3 Customer Service Training Manager - Skill and Competency
Proficiency Level - 3
4 Skill and Competency - Customer Service Training Manager
Proficiency Level - 4
5 Competency for - Customer Service Training Manager
Proficiency Level - 5

11 soft skills or competencies (core competencies) for Customer Service Training Manager

1 Core Competencies – Service Excellence
Proficiency Level -4
Skill definition-The capability of consistently delivering outstanding customer experiences to meet and even exceed customers' expectations.
Level 1 Behaviors
(General Familiarity)
Explains the definition and characteristics of service excellence.
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Level 2 Behaviors
(Light Experience)
Provides timely response to customers' complaints, feedback, and comments.
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Level 3 Behaviors
(Moderate Experience)
Follows through on customers' complicated questions, requests, and complaints.
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Level 4 Behaviors
(Extensive Experience)
Directs service design programs to optimize service delivery and customer experience.
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Level 5 Behaviors
(Mastery)
Explores innovative service models and processes to exceed client expectations.
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2 Core Competencies – Planning and Organizing
Proficiency Level -4
Skill definition-Managing and prioritizing resources and workloads by creating well-organized plans to attain organizational goals and objectives.
Level 1 Behaviors
(General Familiarity)
Compiles a list of all the traits of effective planning to help finish the assigned tasks.
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Level 2 Behaviors
(Light Experience)
Classifies assigned tasks based on the level of importance to ensure organized workload completion.
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Level 3 Behaviors
(Moderate Experience)
Defines and translates objectives into specific plans to ensure understanding of organizational goals.
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Level 4 Behaviors
(Extensive Experience)
Delivers training sessions to foster and maximize solid planning and organization capabilities.
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Level 5 Behaviors
(Mastery)
Champions the adoption of business intelligence systems to achieve planning and organization goals.
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3 Customer Service Training Manager - Skill and Competency
Proficiency Level - 3
4 Skill and Competency - Customer Service Training Manager
Proficiency Level - 4
5 Competency for - Customer Service Training Manager
Proficiency Level - 5

Summary of Customer Service Training Manager skills and competencies

There are 0 hard skills for Customer Service Training Manager.
12 general skills for Customer Service Training Manager, Customer Analytics, Customer Complaint Resolution, Customer Escalation Management, etc.
11 soft skills for Customer Service Training Manager, Service Excellence, Planning and Organizing, Project Management, etc.
While the list totals 23 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 Training Manager, he or she needs to be skilled in Service Excellence, be skilled in Planning and Organizing, and be skilled in Project Management.

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