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)
Cites key functions of call center management, including staffing and performance management.
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Level 2 Behaviors
(Light Experience)
Assists in implementing latest tools and systems to manage call center operations.
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Level 3 Behaviors
(Moderate Experience)
Adheres to call center management guidelines, policies, and procedures to avoid data security risks.
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Level 4 Behaviors
(Extensive Experience)
Forecasts call volumes and staffing to make informed business decisions for our future needs.
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Level 5 Behaviors
(Mastery)
Builds call center management systems to meet service center performance metrics and quality goals.
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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)
Compiles a list of customer data sources for accurate customer analytics.
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Level 2 Behaviors
(Light Experience)
Assists in executing new customer analytics models to understand customer behavior.
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Level 3 Behaviors
(Moderate Experience)
Analyzes customer analytics to improve customer service and decrease associated constraints.
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Level 4 Behaviors
(Extensive Experience)
Delivers customer analytics to measure and improve customer service quality and efficiency.
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Level 5 Behaviors
(Mastery)
Adapts to industry trends in customer analytics to transform actionable insights into profitable results.
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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)
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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Skill definition-Utilizing various methods to discover, model, analyze, measure, optimize, and automate existing business or work processes.
Level 1 Behaviors
(General Familiarity)
Describes the differences between process and project.
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Level 2 Behaviors
(Light Experience)
Applies essential toolsets in conducting business process management.
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Level 3 Behaviors
(Moderate Experience)
Carries out process evaluation, diagnosis, and optimization.
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Level 4 Behaviors
(Extensive Experience)
Consults on process optimization approaches, tools, and techniques.
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Level 5 Behaviors
(Mastery)
Champions the development of business process management lifecycle to implement continuous improvement.
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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.