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The Leadership and Management Competencies specify job role-specific knowledge, skills and abilities for high performance strategic and operational management of a call center. Global in their scope and definition, the competencies are applicable to management professionals at all levels in call centers worldwide, of all business types and sizes.
The Leadership and Management Competencies address four domains of call center management responsibility:
- People
- Operations
- Customers
- Leadership & Business
To define the competencies, CIAC worked with industrial psychologists, competency modeling specialists and a broad cross-section of call center practitioners, training professionals and subject matter experts from around the world. The competencies are modeled to drive results-based outcomes and in-depth conceptual and practical comprehension of all aspects of call center business, strategy and operations. The development process included research of other related competencies and profiling to determine job role responsibilities, requirements and outcomes indicative of superior performance. Final validation included worldwide industry review and approval. CIAC conducts routine review of the competencies to assure their currency and industry relevance.
View /Download the competencies for:
CIAC-Certified Strategic Leader 
CIAC-Certified Operations Manager
CIAC-Certified Management Apprentice
CIAC-Certified Management Consultant
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