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)
Explains the fundamental metrics and techniques in call center management.
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Level 2 Behaviors
(Light Experience)
Responds to clients' complaints, needs, and inquiries through inbound calls.
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Level 3 Behaviors
(Moderate Experience)
Utilizes workforce management software to maximize the efficiency of our staffing functions.
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Level 4 Behaviors
(Extensive Experience)
Sets goals and objectives in managing call center operations to meet customer satisfaction metrics.
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Level 5 Behaviors
(Mastery)
Leads strategic planning efforts to drive our workforce's performance standards and improvements.
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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)
Explains the fundamental of customer analytics to understand customer behavior data.
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Level 2 Behaviors
(Light Experience)
Identifies capabilities and challenges of customer analytics to support revenue generation.
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Level 3 Behaviors
(Moderate Experience)
Partners with key stakeholders in performing customer analytics to maximize customer retention rate.
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Level 4 Behaviors
(Extensive Experience)
Monitors customer analytics data to drive customer journey impacts and attain business growth.
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Level 5 Behaviors
(Mastery)
Improves customer analytics capabilities across the customer journey to increase customer loyalty and ROI.
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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)
Explains the importance of planning and organization in building a good working environment.
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Level 2 Behaviors
(Light Experience)
Identifies key implications of ineffective planning and organization that affects decision-making.
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Level 3 Behaviors
(Moderate Experience)
Leverages key performance indicators to measure progress completion against performance metrics.
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Level 4 Behaviors
(Extensive Experience)
Manages the planning and sequencing of activities to create well-planned schedules and achieve goals on time.
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Level 5 Behaviors
(Mastery)
Establishes standards for planning and organization processes to align efforts with business 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)
Describes the importance and value of driving results to cultivate and maintain a productive working environment.
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Level 2 Behaviors
(Light Experience)
Selects and identifies resources essential to completing work assignments promptly.
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Level 3 Behaviors
(Moderate Experience)
Translates goals into action plans by delineating task interdependencies.
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Level 4 Behaviors
(Extensive Experience)
Facilitates employee communication to provide needed confidence and inspiration to staff in driving positive results.
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Level 5 Behaviors
(Mastery)
Establishes culture and mindset of focusing on excellence to achieve intended results and 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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