Contact center coaching
Ability to apply Contact center coaching practices and professional judgment to deliver reliable outcomes in customer operations & contact centers contexts.
What each level means
The P1–P5 scale is shared across every skill, but what each level means changes with the skill. This is what it looks like in practice.
P1
Describes the process, controls, stakeholders and basic decisions involved in Contact center coaching.
P2
Executes standard Contact center coaching activities accurately within established controls and escalates exceptions.
P3
Owns complex Contact center coaching cases/processes, improves controls and coaches colleagues.
P4
Sets cross-team standards and governance for Contact center coaching, integrating risk, metrics and stakeholder needs.
P5
Defines enterprise strategy or external practice for Contact center coaching and develops other experts.
Source: PROCOMER FTZ employer benchmark