5 general skills or competencies (Job family competencies) for Inbound Contact Center Manager
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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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)
Uses customer analytics tools to understand customers' journey and service preferences.
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Level 3 Behaviors
(Moderate Experience)
Utilizes customer analytics to identify customer insights and make customer journey maps.
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Level 4 Behaviors
(Extensive Experience)
Oversees the customer analytics process to drive maximum customer lifetime value and success.
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Level 5 Behaviors
(Mastery)
Improves customer analytics capabilities to predict customer needs and reduce customer churn rate.
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10 soft skills or competencies (core competencies) for Inbound Contact Center Manager
Skill definition-Managing and prioritizing resources and workloads by creating well-organized plans to attain organizational goals and objectives.
Level 1 Behaviors
(General Familiarity)
Lists commonly used tools in workplace planning and organization.
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Level 2 Behaviors
(Light Experience)
Works with specific tools in prioritizing and allocating resources to ensure task accuracy.
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Level 3 Behaviors
(Moderate Experience)
Prepares schedules to plan, organize, and complete priorities promptly.
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Level 4 Behaviors
(Extensive Experience)
Sets short- and long-term objectives to organize team workload and improve efficiency.
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Level 5 Behaviors
(Mastery)
Leads the development of new techniques and strategies to drive effective planning and organization.
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Skill definition-Driving critical activities to meet or exceed established targets.
Level 1 Behaviors
(General Familiarity)
Documents the best practices and steps to create a results-oriented work environment.
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Level 2 Behaviors
(Light Experience)
Supports management in taking calculated risks to attain optimum business and organizational results.
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Level 3 Behaviors
(Moderate Experience)
Works with cross-functional teams to make plans to improve and drive results.
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Level 4 Behaviors
(Extensive Experience)
Promotes adoption of innovative approaches to overcome obstacles and exceed performance.
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Level 5 Behaviors
(Mastery)
Forecasts and anticipates overriding organizational factors to prevent constraints in driving strategic outcomes.
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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.