8 general skills or competencies (Job family competencies) for Voice Communications Manager
Skill definition-Offering hands-on assistance and solutions to end-users in addressing and troubleshooting technical issues.
Level 1 Behaviors
(General Familiarity)
Describes the difference between the three levels of technical support.
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Level 2 Behaviors
(Light Experience)
Follows standard procedures in providing technical support and escalations.
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Level 3 Behaviors
(Moderate Experience)
Delivers tier II support services to resolve and diagnose complex technical problems.
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Level 4 Behaviors
(Extensive Experience)
Facilitates training to employees on the development and delivery of standard technical assistance.
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Level 5 Behaviors
(Mastery)
Creates a monitoring system to evaluate technical support metrics and maximize customer support.
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Skill definition-Utilizing the latest approaches and advanced tools to anticipate, diagnose, and resolve technical issues and concerns.
Level 1 Behaviors
(General Familiarity)
Describes key principles in troubleshooting customer issues and technical needs.
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Level 2 Behaviors
(Light Experience)
Collects and reports recurring technical problems to identify root causes.
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Level 3 Behaviors
(Moderate Experience)
Executes guidelines and standards in troubleshooting to ensure good customer service.
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Level 4 Behaviors
(Extensive Experience)
Oversees the facilitation of technical troubleshooting functions, including installation and repairs.
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Level 5 Behaviors
(Mastery)
Builds a monitoring system to manage the troubleshooting process and ensure adherence to standard processes.
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10 soft skills or competencies (core competencies) for Voice Communications Manager
Skill definition-Applying specific policies, tools and practices to plan and prepare projected revenues, expenses, cash flows, and capital expenditures.
Level 1 Behaviors
(General Familiarity)
Describes the concepts and principles of budgeting operations.
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Level 2 Behaviors
(Light Experience)
Assists in developing and improving budgeting models, plans, and strategies.
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Level 3 Behaviors
(Moderate Experience)
Compares planned budgets vs. actual expenditures, identifies, reports, and explains variances.
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Level 4 Behaviors
(Extensive Experience)
Determines system capabilities and needs to improve the process for financial budgeting.
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Level 5 Behaviors
(Mastery)
Develops financial models to support the strategic improvement of our budgeting processes.
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Skill definition-Managing and prioritizing resources and workloads by creating well-organized plans to attain organizational goals and objectives.
Level 1 Behaviors
(General Familiarity)
Compiles a list of all the traits of effective planning to help finish the assigned tasks.
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Level 2 Behaviors
(Light Experience)
Classifies assigned tasks based on the level of importance to ensure organized workload completion.
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Level 3 Behaviors
(Moderate Experience)
Defines and translates objectives into specific plans to ensure understanding of organizational goals.
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Level 4 Behaviors
(Extensive Experience)
Delivers training sessions to foster and maximize solid planning and organization capabilities.
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Level 5 Behaviors
(Mastery)
Champions the adoption of business intelligence systems to achieve planning and organization goals.
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Summary of Voice Communications Manager skills and competencies
There are 0 hard skills for Voice Communications Manager.
8 general skills for Voice Communications Manager, Technical Support, Technical Troubleshooting, IT Transformation, etc.
10 soft skills for Voice Communications Manager, Budgeting, Planning and Organizing, Coordination, 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 Voice Communications Manager, he or she needs to be proficient in Budgeting, be skilled in Planning and Organizing, and be skilled in Coordination.