Hard Skills
IntermediateWorkforce PlanningAnalyzing call volume trends to determine staffing requirements and creating shift schedules to meet demand.
IntermediateRecruitment InterviewingConducting interviews to assess the suitability of candidates for customer service roles based on communication skills and temperament.
Soft Skills
AdvancedPerformance ManagementThe process of ensuring that employee activities and outputs meet the organization's goals through regular feedback and formal appraisals.
IntermediateEmployee Onboarding and TrainingIntegrating new telephone service agents into the company and providing them with necessary skills and product knowledge.
AdvancedConflict MediationManaging and resolving disputes between team members or between agents and difficult customers during escalations.