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%
$133,558
TOTAL 50%
$133,558
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)
Documents customer complaints in the company system for prompt problem resolution.
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Level 2 Behaviors
(Light Experience)
Follows standardized procedures and practices used in complaint resolution.
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Level 3 Behaviors
(Moderate Experience)
Communicates with customers to determine and investigate cause of conflicts and complaints.
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Level 4 Behaviors
(Extensive Experience)
Improves the resolution process for all customer complaints to ensure a positive customer experience.
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Level 5 Behaviors
(Mastery)
Adapts to new technologies used in complaint management to improve customer service and resolution.
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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)
Cites the common types of customer escalation systems for proper routing of customer concerns.
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Level 2 Behaviors
(Light Experience)
Adheres to our policies in escalating customer concerns to higher-level departments.
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Level 3 Behaviors
(Moderate Experience)
Checks and analyzes customer service script for escalation situations.
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Level 4 Behaviors
(Extensive Experience)
Creates an escalation framework to ensure prioritization and escalation of higher-level customer issues.
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Level 5 Behaviors
(Mastery)
Builds an escalation model that explains the importance and procedures for each customer service tier.
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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)
Cites examples of business challenges and difficulties in finding digital information.
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Level 2 Behaviors
(Light Experience)
Addresses common challenges and issues relating to the use of digital information.
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Level 3 Behaviors
(Moderate Experience)
Adapts confidently to digital change and new technology solutions in completing tasks and projects.
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Level 4 Behaviors
(Extensive Experience)
Creates a mentoring system to enable employees to strengthen their digital competence with others.
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Level 5 Behaviors
(Mastery)
Champions digital transformation efforts and establishes a digitally resilient working environment.
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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)
Cites potential challenges and workplace issues in delegating tasks that may impede well coordinated work.
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Level 2 Behaviors
(Light Experience)
Assists in identifying and breaking tasks into a sequence of steps for a more organized task plan.
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Level 3 Behaviors
(Moderate Experience)
Aligns tasks and priorities with business goals and objectives.
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Level 4 Behaviors
(Extensive Experience)
Creates programs to improve planning and organization of work to achieve business objectives.
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Level 5 Behaviors
(Mastery)
Builds and designs organizational systems and planning tools to enhance overall productivity.
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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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