Skills & Competencies for Inbound Contact Center Manager

Inbound Contact Center Manager job profile

JOB SUMMARY for Inbound Contact Center Manager

Manages inbound contact center agents and operations focusing on selling products or services.

JOB RESPONSIBILITIES for Inbound Contact Center Manager

Develops standards and monitors metrics and targets for service volume, sales, and timeliness. Implements sales and product training to ensure staff is updated on product and service offerings and standard customer response procedures. Sets and communicates operational policies and procedures.

Inbound Contact Center Manager SALARY RANGE

BASE 50%
$93,808
TOTAL 50%
$103,400
Job Level
M02
Job Code
SM15000215
Education/Degree
Bachelor's Degree
Reports To
Director

Inbound Contact Center 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 Inbound Contact Center Manager skill and competencie below to view definitions.

5 general skills or competencies (Job family competencies) for Inbound Contact Center Manager

1 Job Family Competencies – Call Center Management
Proficiency Level -4
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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2 Job Family Competencies – Customer Analytics
Proficiency Level -3
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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3 Inbound Contact Center Manager - Skill and Competency
Proficiency Level - 3
4 Skill and Competency - Inbound Contact Center Manager
Proficiency Level - 4
5 Competency for - Inbound Contact Center Manager
Proficiency Level - 5

10 soft skills or competencies (core competencies) for Inbound Contact Center Manager

1 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)
Cites potential challenges and workplace issues in delegating tasks that may impede well coordinated work.
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Level 2 Behaviors
(Light Experience)
Assists in identifying and breaking tasks into a sequence of steps for a more organized task plan.
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Level 3 Behaviors
(Moderate Experience)
Aligns tasks and priorities with business goals and objectives.
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Level 4 Behaviors
(Extensive Experience)
Creates programs to improve planning and organization of work to achieve business objectives.
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Level 5 Behaviors
(Mastery)
Builds and designs organizational systems and planning tools to enhance overall productivity.
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2 Core Competencies – Driving Results
Proficiency Level -4
Skill definition-Driving critical activities to meet or exceed established targets.
Level 1 Behaviors
(General Familiarity)
Cites examples of the behaviors that drive positive and sustainable results within the workplace.
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Level 2 Behaviors
(Light Experience)
Collects and applies data, feedback, and input from other team members to improve productivity.
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Level 3 Behaviors
(Moderate Experience)
Addresses poor performance of staff that impacts the attainment of desired outcomes and optimal results.
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Level 4 Behaviors
(Extensive Experience)
Delivers innovative solutions in determining significant indicators to reach challenging goals.
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Level 5 Behaviors
(Mastery)
Designs organizational structures and work plans with actionable components and measurable outcomes.
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3 Inbound Contact Center Manager - Skill and Competency
Proficiency Level - 3
4 Skill and Competency - Inbound Contact Center Manager
Proficiency Level - 4
5 Competency for - Inbound Contact Center Manager
Proficiency Level - 5

Summary of Inbound Contact Center Manager skills and competencies

There are 0 hard skills for Inbound Contact Center Manager.
5 general skills for Inbound Contact Center Manager, Call Center Management, Customer Analytics, Customer Complaint Resolution, etc.
10 soft skills for Inbound Contact Center Manager, Planning and Organizing, Driving Results, Customer Service Management, etc.
While the list totals 15 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 Inbound Contact Center Manager, he or she needs to be skilled in Planning and Organizing, be skilled in Driving Results, and be skilled in Customer Service Management.

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