Skills & Competencies for Inbound Contact Center Manager

Inbound Contact Center Manager job profile

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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%
$93,566
TOTAL 50%
$103,131
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.
JOB FAMILY COMPETENCIES CORE COMPETENCIES
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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)
Manages the overall call center operations to achieve production and quality objectives.
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Level 5 Behaviors
(Mastery)
Creates call center management strategies to achieve and exceed channel objectives.
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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)
Executes customer analytics to maximize customer count, coverage, and performance.
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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)
Documents best practices in planning and organizing work to address important tasks.
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Level 2 Behaviors
(Light Experience)
Discusses the positive and negative outcomes of planning and organization in the workplace.
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Level 3 Behaviors
(Moderate Experience)
Helps set up new practices to anticipate and address the needs of planning and organization initiatives.
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Level 4 Behaviors
(Extensive Experience)
Facilitates the adoption of advanced tools to streamline the process of planning and organization.
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Level 5 Behaviors
(Mastery)
Develops best practices in planning and organizing activities to improve organizational efficiency.
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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)
Describes the ability to drive results to maintain high productivity, effectiveness, and determination levels.
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Level 2 Behaviors
(Light Experience)
Identifies new ideas, technology, and practices to maximize efficiency and improve performance.
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Level 3 Behaviors
(Moderate Experience)
Leverages data-driven approaches in resolving workplace issues to achieve sustainable results for the company.
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Level 4 Behaviors
(Extensive Experience)
Evaluates the risks and benefits of alternative solutions to resolve urgent problems.
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Level 5 Behaviors
(Mastery)
Enhances existing practices to improve employees' performance and productivity in delivering sustainable 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

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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