COMPETENCIES. People Management Operations Management Customer Relationship Management Leadership and Business Management
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- Dortha McDonald
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1 COMPETENCIES Certificatin testing fr the CIAC-Certified Management Assciate (CCMA) designatin is based n industry-defined cmpetencies that specify the knwledge and skills required fr the award f prfessinal cmpetency in call center peratins management. The cmpetencies are universally written in scpe and definitin t ensure their applicability t individuals wrking in call center rganizatins wrldwide f every business type, industry sectr and size. Definitin f the cmpetencies was facilitated by the Call Center Industry Advisry Cuncil (CIAC) thrugh extensive industry cllabratin, research and jb rle prfiling. The cmpetencies have been frmally validated as measurable indicatrs f jb perfrmance and apprved by an internatinally representative crss-sectin f call center practitiners, training prfessinals and subject matter experts. CIAC cnducts rutine reviews f the cmpetencies t ensure their currency and relevance t the jb rle requirements. The cmpetencies are categrized int fur dmains: Peple Management Operatins Management Custmer Relatinship Management Leadership and Business Management Prfessinal cmpetence fr the CIAC-Certified Management Assciate designatin is assessed via a fur-part testing prcess crrespnding t the cmpetency dmains. Test questins are weighted by cmpetency area (see belw) and representative f all levels f Blm's taxnmy (with emphasis n higher cgnitive levels). The cmpetencies als represent the subject matter fr training cntent. In this regard, training is nt mandated t test fr CIAC Certificatin; nr des CIAC Certificatin prescribe t any specific training curriculum. Cmpetency Weighting f Test Questins: PEOPLE MANAGEMENT Organizatinal Design & Staffing - 15% Prfessinal Develpment - 22% Individual & Team Perfrmance - 25% Human Resurces - 20% Teams - 18% OPERATIONS MANAGEMENT Service Level & Quality - 50% Technlgy & Service Delivery - 35% Call Center Facilities & Wrk Envirnment 15% CUSTOMER RELATIONSHIP MANAGEMENT Internal & External Custmer Relatinships - 100% LEADERSHIP & BUSINESS MANAGEMENT Leadership Practices & Principles - 15% Business Management Practices & Principles - 25% Call Center Business - 30% Financial Practices & Principles - 10% Cntractual Relatinships - 20%
2 2 I. PEOPLE MANAGEMENT DOMAIN A. Organizatinal Design and Staffing 1. Define call center jb rles, respnsibilities and agent grups that supprt the call center rganizatinal structure and staffing strategy 2. Create a shrt-term (3-12 mnth) call center staffing plan with an apprpriate wrkfrce mix and scheduling alternatives a. Determine full-time equivalent (FTE) requirements 3. Create a recruiting plan that generates qualified and diverse candidates fr call center staff psitins a. Identify resurces fr recruiting a diverse wrkfrce b. Define the interview prcess, types f interview and tls and cmmnly-used emplyment terms c. Define the hiring/selectin prcess 4. Identify the types and causes f call center turnver and factrs that impact agent retentin B. Prfessinal Develpment 1. Prvide pprtunities fr nging prfessinal develpment and cntinuus imprvement a. Prvide access t apprpriate tls and learning resurces 2. Determine current and future prfessinal develpment needs f call center staff a. Identify cmpetency requirements by jb rle b. Identify the strengths and develpment needs f direct reprts 3. Create a training plan t execute prfessinal develpment initiatives a. Evaluate the effectiveness f training b. Prvide fr emplyee rientatin (t the rganizatin, call center, jb rle, and team) 4. Create a plan fr cntinuus self-imprvement and develpment C. Individual and Team Perfrmance 1. Implement a mnitring and caching prgram 2. Address pr perfrmance cnstructively and within applicable guidelines 3. Cnduct a perfrmance review a. Identify different behaviral styles f staff b. Cllabrate with staff t establish perfrmance bjectives and wrk standards c. Discuss strengths and weaknesses f staff d. Dcument a perfrmance review 4. Develp, implement, and administer a cmpensatin plan t recgnize and reward jb perfrmance 5. Cultivate and sustain a wrk envirnment that mtivates high perfrmance; recgnizes and rewards individual and team excellence; and instills emplyee lyalty a. Implement and administer an incentive plan D. Human Resurces 1. Build, manage, and leverage a diverse wrkfrce 2. Manage cntract and temprary staff in accrdance with applicable rganizatinal plicy and regulatins 3. Align emplyee related decisins with applicable rganizatinal plicy and regulatins 4. Manage remte staff in accrdance with applicable rganizatinal plicy and regulatins 5. Address privacy issues in accrdance with applicable rganizatinal plicy, regulatins and mral/ethical cnsideratins 6. Establish a career path mdel 7. Create and administer an emplyee satisfactin survey a. Identify and implement apprpriate actins based n survey results b. Track and use rganizatin-wide satisfactin data t enhance the call center image and reslve issues 8. Apply principles f cnflict reslutin
3 3 9. Identify and enable empwerment pprtunities a. Prvide the tls, authrity, and supprt t enable emplyee decisin-making (including decisins frmerly dictated by management) b. Identify and address bstacles t empwerment c. Develp the trust and supprt f center staff and ther persnnel E. Teams 1. Develp and align team gals with rganizatinal bjectives 2. Lead a crss-functinal team 3. Identify and execute a strategy fr building team effectiveness a. Determine and establish team structure b. Mdel and instill team building skills (e.g., cnflict reslutin, rle clarificatin, effective cmmunicatins, gal setting) 4. Leverage expertise and build cllabrative relatinships II. OPERATIONS MANAGEMENT DOMAIN A. Service Level and Quality 1. Develp and implement a plan t meet service level agreements a. Utilize a service prvider assessment instrument t manage vendrs 2. Create and manage a plan t meet service level, respnse time and quality gals a. Maintain service t agreed perfrmance levels and quality standards 3. Demnstrate wrking knwledge f key perfrmance indicatrs: Average Call Value Scheduled Staff t Actual Custmer Satisfactin Adherence t Schedule Service Level Average Handling Time Percent Abandned Prductive vs. Nn-Prductive Cst Per Call Average Speed f Answer (ASA) Errrs and Rewrk/First Call Reslutin Occupancy Frecasted Call Lad vs. Actual 4. Develp and utilize a mechanism t track and reprt key perfrmance indicatr data a. Manage the call center t achieve key perfrmance indicatrs b. Identify bstacles t meeting key perfrmance indicatr targets; enact slutins that meets custmer requirements and supprt call center business bjectives 5. Frecast wrklad using statistical techniques a. Optimize staff and schedule requirements b. Create and implement a plan t ensure the call center cntact activities meet requirements 6. Schedule staff t frecasted wrklad a. Ensure adherence t schedule 7. Identify and apply principles that enable cntinuus quality assurance and prcess imprvement B. Technlgy and Service Delivery 1. Maximize call center investment in technlgy a. Implement technlgy with minimal negative impact b. Ensure successful integratin f new technlgy with legacy systems c. Leverage system integratin pprtunities t enhance service delivery 2. Identify and manage key custmer-related prcesses 3. Execute a call distributin strategy a. Develp a call distributin ratinale
4 4 C. Call Center Facilities and Wrk Envirnment 1. Test and execute a disaster recvery strategy a. Implement a cntingency plan 2. Maintain a healthy, safe, and secure wrk envirnment a. Assess and address wrkplace ergnmic issues b. Ensure adherence t ergnmic requirements c. Mnitr the safety and security f the wrk envirnment d. Ensure staff adherence t applicable health and safety plicy and regulatins 3. Ensure adherence t applicable disability plicy and regulatins III. CUSTOMER RELATIONSHIP MANAGEMENT DOMAIN A. Internal and External Custmer Relatinships 1. Identify the dynamics and ecnmics f custmer acquisitin, retentin, value and access a. Segment custmers t align with rganizatinal strategy b. Identify and quantify custmer expectatins and related business drivers c. Identify the fundamental aspects f cnsistently delivering a psitive custmer experience 2. Evaluate the effectiveness f service delivery and its impact n custmer satisfactin a. Measure custmer satisfactin b. Use rt cause analysis t identify areas f pr service and factrs that cntribute t custmer satisfactin c. Mnitr and test custmer accessibility 3. Apply an peratinal mdel that meets custmer needs and rganizatinal requirements 4. Execute a strategy that aligns human resurces, business prcesses, and technlgy t ensure a psitive custmer experience 5. Implement a plan that cmmunicates the benefits f a psitive and meaningful custmer experience 6. Develp partnerships that help t identify custmer needs and enable a successful custmer relatinship management strategy a. Build netwrks f peple (internal and external) t supprt successful custmer relatinships b. Cllect and disseminate business and market intelligence t stakehlders 7. Utilize technlgy t gather and disseminate custmer intelligence and feedback IV. LEADERSHIP & BUSINESS MANAGEMENT DOMAIN A. Leadership Practices and Principles 1. Align day-t-day activities with the call center visin and missin 2. Cmmunicate the call center visin, missin, and rle t internal audiences a. Mdel the rganizatin s cre values, principles, and philsphies b. Identify cmmunity relatins initiatives and implement supprting prgrams and activities 3. Execute a strategy t accmplish the call center missin and supprt rganizatinal bjectives 4. Prmte the center as value-added t the rganizatin a. Identify hw the call center adds value t the rganizatin b. Implement a plan that cmmunicates the call center value prpsitin 5. Act as a cnduit fr infrmatin flw frm custmers and emplyees t senir management B. Business Management Practices and Principles 1. Implement a strategic business plan a. Create and implement an annual perating plan b. Translate call center gals int prject plans c. Manage prject plans t ensure successful utcme 2. Cmpile and disseminate market research and cmpetitive intelligence 3. Develp and implement a plan t cmmunicate call center initiatives 4. Apply methdlgies t imprve peratinal l results
5 5 C. Call Center Business 1. Describe the call center s rle in the rganizatin 2. Recgnize and adhere t applicable regulatins 3. Demnstrate knwledge and understanding f call center terminlgy D. Financial Principles and Practices 1. Develp an annual perating budget a. Negtiate budget apprval b. Manage a budget in accrdance with variance reprts 2. Demnstrate wrking knwledge f key financial cncepts: a. Buy versus lease b. Depreciatin schedules f fixed assets c. Prfit center versus cst center d. Return n Assets (ROA); Return n Sales (ROS); Net Present Value (NPV); Internal Rate f Return (IRR); Return n Investment (ROI); and Cst/Benefit Analysis (Rati) 3. Demnstrate wrking knwledge f crprate financial statements E. Cntractual Relatinships 1. Establish and manage cntractual relatinships a. Assess the quality f cntractual relatinships b. Utilize data t manage cntractual relatinships 2. Recgnize cntractual issues that need t be escalated a. Use apprpriate escalatin channels (END)
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