8 general skills or competencies (Job family competencies) for Outbound 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)
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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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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10 soft skills or competencies (core competencies) for Outbound 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)
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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Skill definition-Utilizing various methods to discover, model, analyze, measure, optimize, and automate existing business or work processes.
Level 1 Behaviors
(General Familiarity)
Interprets process flow diagrams.
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Level 2 Behaviors
(Light Experience)
Explains a specific process - its steps, decisions, measurements, dependencies, and hand-offs.
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Level 3 Behaviors
(Moderate Experience)
Possesses knowledge of tools and techniques for designing and implementing new processes.
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Level 4 Behaviors
(Extensive Experience)
Removes obstacles and barriers to process improvement.
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Level 5 Behaviors
(Mastery)
Monitors marketplace for process ideas, new tools, and best practices.
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Summary of Outbound Contact Center Manager skills and competencies
There are 0 hard skills for Outbound Contact Center Manager.
8 general skills for Outbound Contact Center Manager, Call Center Management, Customer Analytics, Customer Satisfaction, etc.
10 soft skills for Outbound Contact Center Manager, Planning and Organizing, Process Management, Customer Service Management, etc.
While the list totals 18 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 Outbound Contact Center Manager, he or she needs to be skilled in Planning and Organizing, be skilled in Process Management, and be skilled in Customer Service Management.