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The CIAC Leadership and Management Competencies specify job role-specific knowledge, skills and attributes for superior leadership and management of a call center. Global in scope and definition, the competencies are applicable to call center leaders and management professionals in organizations of every business type and size throughout the world. The competencies address four domains of call center management responsibility:
- People
- Operations
- Customer Relationships
- 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 and application of all aspects of call center business, strategy and operations. The development process included research of related competencies and job role profiling to determine responsibilities, requirements and outcomes indicative of superior performance. Final validation of the competencies included worldwide industry review and approval. CIAC conducts routine review of the competencies to ensure their currency and relevance.
CIAC Leadership and Management Competencies:
 CIAC-Certified Strategic Leader (CCSL)
CIAC-Certified Operations Manager (CCOM)
CIAC-Certified Management Associate (CCMA)
CIAC-Certified Management Consultant (CCMC)
Why Are Competency Standards Important?
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