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Contact center managers with a minimum of one year experience in a job role that is responsible for the day-to-day operational management of a contact center are eligible to test for the CIAC-Certified Operations Manager (CCOM) designation. Primary responsibilities of this job role include assuring the center delivers excellent service and meets performance objectives; managing contact center staff; administering the center's budget; and assessing technology needs and overseeing the acquisition and implementation of technology. The typical title for this job role is manager.
Value of the CIAC-Certified Operations Manager Designation
- Establishes you as a leader and role model
- Validates your mastery-level expertise in contact center operational management
- Increases your value and future marketability
- Demonstrates your commitment to continual learning and ongoing professional development
- Provides a framework for your career advancement
How To Get The CIAC Industry Credential
To become a CIAC-Certified Operations Manager candidates must successfully complete testing that validates mastery of the Contact Center Operations Manager Competencies. These industry-defined competencies specify the knowledge, skills, and abilities that enable superior management of a contact center. Job role-specific competence is assessed in each of the following domains:
- People
- Contact Center Operations
- Customers
- Leadership and Business
Testing for the CIAC-Certified Operations Manager designation consists of:
- 4 Knowledge Assessments
- Work Product Assignment
The Knowledge Assessments are administered online by a CIAC-registered proctor at the candidate's workplace. Testing is also administered at select public testing centers. The Knowledge Assessments can be completed one-at-a-time (4 testing sessions) or all together (one testing session). Generally, candidates train and test per competency domain (i.e., one-at-a-time). A passing score of 75% is required on all four Knowledge Assessments. Candidates are allowed to retest in the event a passing score is not achieved on one or more of the Knowledge Assessments.
After taking/passing the four Knowledge Assessments candidates complete a Work Product assignment . The purpose of the Work Product assignment is to assess the candidate's ability to effectively apply, on the job, the knowledge, skills and abilities specified in the CCOM Competency Standards. The Work Product assignment is completed at the workplace and must be approved by the candidate's manager. The approved Work Product is then submitted to CIAC for evaluation by a subject matter expert.
CIAC encourages candidates to complete a set of Self-Assessments as the first step to prepare for certification testing. The Self-Assessments let candidates compare present knowledge and skills against the job role competency requirements in order to identify areas where training and/or job experience may be necessary to ensure successful certification testing. The Self -Assessments also identify the candidate's strongest competency area(s) and logical starting point for certification testing. They can also be used to to conduct a group gap analysis. The Self-Assessments are provided to candidates free of charge upon registration for CIAC Certification.
Recertification is required every three years to maintain an active CIAC-Certified Operations Manager designation.
Testing Fees for CIAC-Certified Operations Manager
Practice Tests
Register for CIAC Certification
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