Skills & Competencies for Outbound Contact Center Manager

Outbound Contact Center Manager job profile

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JOB SUMMARY for Outbound Contact Center Manager

Manages outbound call center operations and agents that sell products or services to new and existing customers.

JOB RESPONSIBILITIES for Outbound Contact Center Manager

Develops standards and monitors metrics and targets for call volume, sales, and timeliness. Implements sales and product training to ensure staff is updated on product and service offerings and upsell techniques. Sets and communicates operational policies and procedures.

Outbound Contact Center Manager SALARY RANGE

BASE 50%
$100,431
TOTAL 50%
$137,534
Job Level
M02
Job Code
SM15000216
Education/Degree
Bachelor's Degree
Reports To
Director

Outbound 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 Outbound Contact Center Manager skill and competencie below to view definitions.
JOB FAMILY COMPETENCIES CORE COMPETENCIES
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8 general skills or competencies (Job family competencies) for Outbound 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)
Documents the current best practices in customer analytics.
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Level 2 Behaviors
(Light Experience)
Conducts customer analytics to identify customer demands and requirements.
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Level 3 Behaviors
(Moderate Experience)
Leverages customer analytics to streamline data identification and improve customer experience.
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Level 4 Behaviors
(Extensive Experience)
Integrates customer analytic insights to enable informed decision-making in improving customer experience.
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Level 5 Behaviors
(Mastery)
Designs customer analytics frameworks to improve customer satisfaction and success value.
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3 Outbound Contact Center Manager - Skill and Competency
Proficiency Level - 3
4 Skill and Competency - Outbound Contact Center Manager
Proficiency Level - 4
5 Competency for - Outbound Contact Center Manager
Proficiency Level - 5

10 soft skills or competencies (core competencies) for Outbound 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)
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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2 Core Competencies – Process Management
Proficiency Level -3
Skill definition-Utilizing various methods to discover, model, analyze, measure, optimize, and automate existing business or work processes.
Level 1 Behaviors
(General Familiarity)
Identifies process management initiatives in own area.
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Level 2 Behaviors
(Light Experience)
Documents types of process decisions and potential impact of each decision.
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Level 3 Behaviors
(Moderate Experience)
Executes applicable risk control plans to recognize business process management risks.
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Level 4 Behaviors
(Extensive Experience)
Develops the business case for the development, training, and implementation of the business process.
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Level 5 Behaviors
(Mastery)
Develops mechanisms for regular process reviews and continuous process improvement.
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3 Outbound Contact Center Manager - Skill and Competency
Proficiency Level - 3
4 Skill and Competency - Outbound Contact Center Manager
Proficiency Level - 4
5 Competency for - Outbound Contact Center Manager
Proficiency Level - 5

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.

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