Skill Inventory Matrix
Enabler for Internal Mobility Program
Records
| ID | Sector | Division | Department | Unit | Technical Skills |
|---|---|---|---|---|---|
| 5124 | Contact Center | Planning & Development | Knowledge of strategic and operational planning methodologies for contact center operations. | ||
| 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. |