The Contact Center – Manager solution is for mid to upper-level contact center managerial positions. Sample tasks for these jobs include, but are not limited to: supervising and coordinating the activities of subordinates; interacting day-to-day with subordinates; and training employees. Potential job titles that use this solution are: Contact Center Team Leader, First Line Supervisor, and Contact Center Manager.
Job Levels: Leader
Localizations Available: US English
Number of Questions: Up to 190 Items
Approximate Completion Time: 50 minutes
Number of Sittings: One
Designed for Unproctored Environment: Yes
Question Format: Simulation, Dynamic, Multiple choice
Knowledge, Skills, Abilities and Competencies Measured
Problem Solving: This component measures the tendency to efficiently and effectively use numerical and analytical reasoning. This component is characterized by the ability to solve complex problems, identify alternatives, and make reasoned decisions.
Management Potential: This is a measure of the potential for managerial success across industry type and functional area. This is characterized by scores that are derived from responses to questions regarding academic and social background, and aspirations concerning work.
Achievement: This component measures the tendency to set and accomplish challenging goals, while persisting in the face of significant obstacles. This trait is characterized by: working hard; taking satisfaction and pride in producing high quality work; and being competitive.
Flexibility: This component measures the tendency to work effectively despite changes in coworkers, settings, and environment. This trait is expressed as one’s desire for variety and flexibility in work, and a comfort level in the midst of changing circumstances.
Confidence and Optimism: This component measures the tendency to have belief in one’s own ability to get the job done. This trait supports optimism in the face of rejection and a feeling of being successful and competent in a variety of areas.
Thoroughness: This component measures the tendency to be thorough and precise in approaching work and personal activities. This trait is characterized by: being accurate; finding and correcting errors; and maintaining order in work and personal affairs.
Sense of Duty: This component measures the tendency of a person’s tendency to acknowledge and respect authority, and to accept and comply with rules. This trait is demonstrated by: trustworthiness; protecting sensitive or confidential information; following required procedures; and honoring one’s commitment to the organization.
Innovation: This component measures the tendency of one’s creativity in working through problems and making decisions. This trait is seen as: producing novel solutions to problems; using imagination to create unique ideas or products; and logically applying multiple and inventive strategies when considering alternatives.
Influence: This component measures the tendency of a person’s effectiveness in directing and influencing others. This trait is characterized by: persuading and negotiating effectively with others; influencing others’ decision-making; and coordinating others’ efforts to accomplish work.
Independence: This component measures the tendency of a person’s willingness to take action and to make decisions independently. This trait is revealed in: working effectively without immediate supervision; not being overly dependent on help from others; and being resourceful in the face of challenges.
Professional Potential: This is a measure of the tendency to have potential for professional success across industry type and functional area. This is characterized by scores that are derived from responses to questions regarding academic and social background, and aspirations concerning work.