| Sample Competency and Key Descriptor |  |
Leadership Mastery offers call center managers an unprecedented opportunity for management development and leadership mastery which specifically targets the unique skills and abilities required for success in the ever-growing and changing call center environment.
Below we have provided an example of a core competency, key descriptor, and assessment questions from our Assessment Tool.
- Design the call center's infrastructure so that it aligns with the Company's strategic plan
- Align the call center tactical plan with the corporate strategic plan
- Tie individual performance to the achievement of the call center mission
- Anticipate consequences of decisions and is flexible in adjusting plan to minimize market damage and enhance profitable customer retention
- Design customer surveys that give feedback on how well the call center is meeting their needs and adjusts business plan accordingly.