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. | ||
| 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. |