Manager, Contact Center Quality

First-line manager

Career Explorer · Customer Operations & Contact Centers · Contact Center Quality Management

M1 · ManagerIndividual contributorManager

Standard where organizational scale supports the level

What the role involves

Autonomy: One team
Scope: One team
Time horizon: Quarterly
Expertise and judgement: Owns people performance, staffing, delivery and team operating system
Expected impact: Team outcomes, engagement and capability

Expected skills (24)

Grouped as human, professional and technical. Target proficiency uses the P1–P5 scale, and each row says what that level means for that particular skill.

Human (13)

Skill	Importance	Target	What that level looks like
Coaching Collaboration & Leadership	Core	P3	Handles complex situations, adapts methods and coaches less-experienced colleagues.
Decision making Thinking & Judgment	Core	P3	Handles complex situations, adapts methods and coaches less-experienced colleagues.
Delegation Collaboration & Leadership	Core	P3	Handles complex situations, adapts methods and coaches less-experienced colleagues.
Executive communication Communication & Influence	Core	P3	Handles complex situations, adapts methods and coaches less-experienced colleagues.
Feedback delivery Collaboration & Leadership	Core	P3	Handles complex situations, adapts methods and coaches less-experienced colleagues.
Risk judgment Thinking & Judgment	Core	P3	Handles complex situations, adapts methods and coaches less-experienced colleagues.
Stakeholder management Communication & Influence	Core	P3	Handles complex situations, adapts methods and coaches less-experienced colleagues.
Strategic thinking Thinking & Judgment	Core	P3	Handles complex situations, adapts methods and coaches less-experienced colleagues.
Talent development Collaboration & Leadership	Core	P3	Handles complex situations, adapts methods and coaches less-experienced colleagues.
Conflict resolution Communication & Influence	Supporting	P3	Handles complex situations, adapts methods and coaches less-experienced colleagues.
De-escalation Operational Human Skills	Supporting	P3	Adapts De-escalation in difficult situations and coaches others.
Inclusive leadership Collaboration & Leadership	Supporting	P3	Handles complex situations, adapts methods and coaches less-experienced colleagues.
Service empathy Operational Human Skills	Supporting	P3	Adapts Service empathy in difficult situations and coaches others.

Professional (11)

Skill	Importance	Target	What that level looks like
Business acumen Business & Strategy	Core	P3	Handles complex situations, adapts methods and coaches less-experienced colleagues.
Financial acumen Business & Strategy	Core	P3	Handles complex situations, adapts methods and coaches less-experienced colleagues.
Performance management Business & Strategy	Core	P3	Handles complex situations, adapts methods and coaches less-experienced colleagues.
Case management Customer Operations & Contact Centers	Supporting	P3	Owns complex Case management cases/processes, improves controls and coaches colleagues.
Contact center analytics Customer Operations & Contact Centers	Supporting	P3	Owns complex Contact center analytics cases/processes, improves controls and coaches colleagues.
Customer Satisfaction (CSAT) Customer Operations & Contact Centers	Supporting	P3	Owns complex Customer Satisfaction (CSAT) cases/processes, improves controls and coaches colleagues.
Customer escalation management Customer Operations & Contact Centers	Supporting	P3	Owns complex Customer escalation management cases/processes, improves controls and coaches colleagues.
First Contact Resolution (FCR) Customer Operations & Contact Centers	Supporting	P3	Owns complex First Contact Resolution (FCR) cases/processes, improves controls and coaches colleagues.
Omnichannel customer service Customer Operations & Contact Centers	Supporting	P3	Owns complex Omnichannel customer service cases/processes, improves controls and coaches colleagues.
Resource management Program, Risk & Sustainability	Supporting	P3	Handles complex situations, adapts methods and coaches less-experienced colleagues.
Ticket management Customer Operations & Contact Centers	Supporting	P3	Owns complex Ticket management cases/processes, improves controls and coaches colleagues.

Career ladder

Reached from

Supervisor / Team Lead, Contact Center QualityM0

Next steps

Senior Manager, Contact Center QualityM2Management promotion
Move from one-team management to multi-team or manager-of-managers scope; allocate resources across priorities and build leadership bench strength.

People management requires sustained evidence of coaching, performance management, staffing judgment and organizational leadership - not simply greater individual expertise.

What changes to advance

Move from one-team management to multi-team or manager-of-managers scope; allocate resources across priorities and build leadership bench strength.

Source: PROCOMER FTZ benchmark; SFIA; PMI · MF302-M1