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%
$93,320
TOTAL 50%
$102,860
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)
Describes the importance of call center management to meet or exceed customer service metrics.
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Level 2 Behaviors
(Light Experience)
Compiles daily, weekly, monthly staff productivity and call center reports for management review.
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Level 3 Behaviors
(Moderate Experience)
Communicates employee needs and issues to meet customer demands and maintain service quality.
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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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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)
Describes the importance of customer analytics in driving customer-focused growth plans.
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Level 2 Behaviors
(Light Experience)
Collects feedback from customers to enhance future analytics processes.
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Level 3 Behaviors
(Moderate Experience)
Leverages customer analytics to streamline data identification and improve customer experience.
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Level 4 Behaviors
(Extensive Experience)
Facilitates training on the new tools and methodologies used to enhance the customer analytics process.
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Level 5 Behaviors
(Mastery)
Champions new engagement tools in customer analytics to forecast and segment customer behavior and insights.
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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)
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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2 Core Competencies – Driving Results
Proficiency Level -4
Skill definition-Driving critical activities to meet or exceed established targets.
Level 1 Behaviors
(General Familiarity)
Clearly explains the significance and rationale of why certain results matter to the business.
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Level 2 Behaviors
(Light Experience)
Focuses on attaining results despite obstacles.
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Level 3 Behaviors
(Moderate Experience)
Helps employees in improving their performance and productivity to achieve growth.
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Level 4 Behaviors
(Extensive Experience)
Directs various teams in completing tasks effectively to achieve business results.
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Level 5 Behaviors
(Mastery)
Develops an accountability framework to encourage employees in making decisions to drive optimal 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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