Skill Inventory Matrix
Enabler for Internal Mobility Program
Records
| ID | Sector | Division | Department | Unit | Technical Skills |
|---|---|---|---|---|---|
| 5117 | Contact Center | Knowledge and ability to run and manage call center operations. | |||
| 5118 | Contact Center | Knowledge of customer service recovery strategies, including escalation handling and service restoration. | |||
| 5119 | Contact Center | Knowledge of COBC-based operational excellence frameworks. | |||
| 5120 | Contact Center | Knowledge of contact center workforce planning, including capacity forecasting, shrinkage analysis, and peak load management. | |||
| 5121 | Contact Center | Ability to ensure compliance with SAMA customer service regulations and data protection policies. | |||
| 5122 | Contact Center | Ability to optimize staff performance using KPIs such as AHT, FCR, and quality benchmarks. | |||
| 5123 | Contact Center | Ability to utilize MS Excel and reporting tools to develop dashboards. | |||
| 5124 | Contact Center | Planning & Development | Knowledge of strategic and operational planning methodologies for contact center operations. | ||
| 5125 | Contact Center | Planning & Development | Knowledge of omnichannel contact center platforms and best practices as per COBC standards. | ||
| 5126 | Contact Center | Planning & Development | Knowledge of transformation project planning and change management processes related to contact center modernization. | ||
| 5127 | Contact Center | Planning & Development | Ability to perform workforce forecasting, capacity modeling, and real-time scheduling to meet SLA targets. | ||
| 5128 | Contact Center | Planning & Development | Ability to use workforce and analytics tools for capacity planning and reporting. | ||
| 5129 | Contact Center | Planning & Development | Ability to develop executive dashboards, business cases, and data visualizations using Excel, Power BI, or Tableau. | ||
| 5130 | Contact Center | Contact Center Operations | Knowledge of contact center operations management, including agent performance monitoring, coaching, and scheduling. | ||
| 5131 | Contact Center | Contact Center Operations | Knowledge of customer satisfaction strategies and service recovery practices aligned with regulatory and internal standards. | ||
| 5132 | Contact Center | Contact Center Operations | Knowledge of Microsoft CRM and call center software for tracking service interactions. | ||
| 5133 | Contact Center | Contact Center Operations | Knowledge of digital service tools such as chatbots, IVR systems, and omnichannel platforms | ||
| 5134 | Contact Center | Contact Center Operations | Ability to design and implement service quality improvement plans based on root cause analysis. | ||
| 5135 | Contact Center | Contact Center Operations | Ability to use reporting tools (e.g., MS Excel, Power BI) for operational dashboards, SLA tracking, and workforce analytics. |