Skills & Competencies for Network Service Manager

Network Service Manager job profile

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JOB SUMMARY for Network Service Manager

Manages a team of Network Service Representatives who are responsible for identifying and resolving telecommunications service or billing issues or inquiries.

JOB RESPONSIBILITIES for Network Service Manager

Develops and implements service plans to ensure customer satisfaction. Monitors service problems and reports network failures.

Network Service Manager SALARY RANGE

BASE 50%
$136,035
TOTAL 50%
$136,035
Job Level
M03
Job Code
MM18000112
Education/Degree
Bachelor's Degree
Reports To
Head of a Unit/Department

Network Service 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 Network Service Manager skill and competencie below to view definitions.
JOB FAMILY COMPETENCIES CORE COMPETENCIES
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9 general skills or competencies (Job family competencies) for Network Service Manager

1 Job Family Competencies – Customer Complaint Resolution
Proficiency Level -3
Skill definition-Determining and investigating root causes of customer complaints to create prompt resolutions and deliver a high-quality service experience.
Level 1 Behaviors
(General Familiarity)
Explains the reasons and factors behind customer complaints.
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Level 2 Behaviors
(Light Experience)
Receives and routes customer complaints to appropriate departments for resolution.
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Level 3 Behaviors
(Moderate Experience)
Executes corrective actions for long-term solutions to minimize customer complaints and issues.
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Level 4 Behaviors
(Extensive Experience)
Monitors and reviews customer complaints to develop effective strategies to reduce their numbers.
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Level 5 Behaviors
(Mastery)
Develops a complaint management framework to deliver high-quality responses to customer complaints.
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2 Job Family Competencies – Customer Escalation Management
Proficiency Level -4
Skill definition-Classifying and prioritizing customer concerns and issues based on severity to ensure proper resolution and retain customer trust.
Level 1 Behaviors
(General Familiarity)
Explains the importance of customer escalation management in ensuring positive customer service.
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Level 2 Behaviors
(Light Experience)
Gathers resources and scripts in providing first contact resolution to prevent further escalations.
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Level 3 Behaviors
(Moderate Experience)
Determines root cause of dissatisfaction to effectively handle escalation situations.
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Level 4 Behaviors
(Extensive Experience)
Leverages a metric system to measure the effectiveness of customer escalation management.
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Level 5 Behaviors
(Mastery)
Designs tools and systems to ensure real-time monitoring and recording of customer escalations.
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3 Network Service Manager - Skill and Competency
Proficiency Level - 3
4 Skill and Competency - Network Service Manager
Proficiency Level - 4
5 Competency for - Network Service Manager
Proficiency Level - 5

8 soft skills or competencies (core competencies) for Network Service Manager

1 Core Competencies – Digital Literacy
Proficiency Level -3
Skill definition-Seeking, evaluating, and communicating information with the use of electronic technologies and other media platforms in a productive and useful way.
Level 1 Behaviors
(General Familiarity)
Explains the difference between technology and digital skills.
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Level 2 Behaviors
(Light Experience)
Follows copyrights when using digital data to avoid legal and intellectual property rights issues.
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Level 3 Behaviors
(Moderate Experience)
Helps team members in accessing software and downloading necessary applications.
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Level 4 Behaviors
(Extensive Experience)
Guides staff in honing their digital fluency, fulfilling skill gaps, and increasing productivity.
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Level 5 Behaviors
(Mastery)
Establishes an easy-to-use digital tool to streamline our processes and procedures.
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2 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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3 Network Service Manager - Skill and Competency
Proficiency Level - 3
4 Skill and Competency - Network Service Manager
Proficiency Level - 4
5 Competency for - Network Service Manager
Proficiency Level - 5

Summary of Network Service Manager skills and competencies

There are 0 hard skills for Network Service Manager.
9 general skills for Network Service Manager, Customer Complaint Resolution, Customer Escalation Management, Customer Interaction, etc.
8 soft skills for Network Service Manager, Digital Literacy, Planning and Organizing, Project Management, etc.
While the list totals 17 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 Network Service Manager, he or she needs to be skilled in Digital Literacy, be skilled in Planning and Organizing, and be skilled in Project Management.

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