b'Contact CentreContact Centre ManagerContact CentreThis assessment will allow you to select top performing managers, with strong leadership abilities, along with a high level of customer focus, business acumen and composure. Contact centres are vital for ensuring effective customer service and driving sales. A contact centre is only as good as its employees, and employees will only be as good as their manager.Duration: 45 mins (approx)Comparison Group:ManagersGroup Definition:Measures Competencies: Those with a university background, more than Building Relationshipstwo years of experience, Warm, confident and approachable. Usually creates a good first impression andmore than two years puts others at ease. Gets on well with people at all levels, builds rapport bothmanagement experience inside and outside the organisation. and less than two years executive experience.Communication Quickly understands communications, reads between the lines and applies the information astutely. Is clear, confident, and articulate. Adapts their communication style to suit the audience, and influences others to see things a given way.Directing Action Is confident in giving direction and willing to accept responsibility for the decisions and actions of the team. Drives action and progress through engaging team members and delegating appropriately.Interpersonal Sensitivity Provides effective guidance, development opportunities and feedback to others. Proactively manages conflicts within the team, and motivates others to perform.Managing Talent Provides effective guidance, development opportunities and feedback to others. Proactively manages conflicts within the team, and motivates others to perform.Resilience Remains calm and optimistic even in stressful situations. Demonstrates strong self-belief and perseveres in the face of setbacks, adjusting rather than giving up.Self-Insight Takes a big-picture, long-term view when planning and anticipates potential impacts on the business. Weighs up options and implications, identifies new strategies and plans, and is comfortable with managed risk.Strategic Vision Takes a big-picture, long-term view when planning and anticipates potential impacts on the business. Weighs up options and implications, identifies new strategies and plans, and is comfortable with managed risk.Teamwork Supports and collaborates with team members to achieve targets. Appreciates the benefits of diversity, works well with a variety of people, and follows through on team commitments.88'