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)
Knows how to investigate complaints to identify root causes.
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Level 2 Behaviors
(Light Experience)
Tracks customer concerns to find appropriate solutions to their complaints.
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Level 3 Behaviors
(Moderate Experience)
Works with other teams in responding and addressing customers to prevent future complaints.
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Level 4 Behaviors
(Extensive Experience)
Trains staff and management in handling and resolving customer complaints to improve customer outcomes.
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Level 5 Behaviors
(Mastery)
Leads customer complaint resolution process from investigation to resolution to optimize service delivery.
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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)
Lists most common reasons for customers seeking escalation.
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Level 2 Behaviors
(Light Experience)
Tracks the escalation of customer issues to support real-time resolution of customer concerns.
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Level 3 Behaviors
(Moderate Experience)
Works with cross-functional teams in identifying steps to deescalate customer issues and concerns.
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Level 4 Behaviors
(Extensive Experience)
Trains and guides teams in handling and resolving customer issues promptly to avoid escalations.
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Level 5 Behaviors
(Mastery)
Improves customer interactions and incident management to prevent escalation of future conflicts.
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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)
Lists the importance and role of digital literacy to an employee's performance at work.
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Level 2 Behaviors
(Light Experience)
Researches relevant digital information required for a specific task or project using the internet.
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Level 3 Behaviors
(Moderate Experience)
Uses office productivity software such as word processors, graphics software, and spreadsheets.
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Level 4 Behaviors
(Extensive Experience)
Provides technical training/seminars to cultivate employees' occupational digital literacy skills.
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Level 5 Behaviors
(Mastery)
Sponsors and invests in new equipment and tools to solve our work and digital technology challenges.
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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)
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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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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