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%
$99,117
TOTAL 50%
$135,729
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)
Describes the importance of call center management to meet or exceed customer service metrics.
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Level 2 Behaviors
(Light Experience)
Compiles daily, weekly, monthly staff productivity and call center reports for management review.
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Level 3 Behaviors
(Moderate Experience)
Communicates employee needs and issues to meet customer demands and maintain service quality.
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Level 4 Behaviors
(Extensive Experience)
Manages the overall call center operations to achieve production and quality objectives.
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Level 5 Behaviors
(Mastery)
Creates call center management strategies to achieve and exceed channel objectives.
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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)
Describes the importance of customer analytics in driving customer-focused growth plans.
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Level 2 Behaviors
(Light Experience)
Collects feedback from customers to enhance future analytics processes.
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Level 3 Behaviors
(Moderate Experience)
Executes customer analytics to maximize customer count, coverage, and performance.
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Level 4 Behaviors
(Extensive Experience)
Facilitates training on the new tools and methodologies used to enhance the customer analytics process.
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Level 5 Behaviors
(Mastery)
Champions new engagement tools in customer analytics to forecast and segment customer behavior and insights.
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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)
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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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)
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)
Drives the development and execution of complex business process transformations.
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Level 5 Behaviors
(Mastery)
Establishes a structured methodology, process, and tools to create business development strategies and initiatives.
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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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