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Assessment to determine skill gaps

Call Centre Manager (AUS/NZ)

Call Centre Management Test

This test measures the candidate’s ability to:

Manage, supervise, and coordinate the activities of a call centre
Build a cohesive and effective team
Implement and review call centre policies and procedures

The test will assess the candidate's skills in:

Leadership
Communication
Problem-solving
Decision-making
Performance management
Quality assurance

The candidate will be required to demonstrate their ability to:

Develop and implement call centre strategies
Monitor and evaluate call centre performance
Identify and resolve customer service issues
Train and develop call centre staff
Manage call centre resources effectively
Ensure compliance with call centre policies and procedures

Overall, the test aims to assess the candidate's suitability for a call centre management role and their ability to drive success in a fast-paced and dynamic environment.

Each assessment provides an overview of your job role skills. This includes the essential, soft and technical skills? Assessments can be customized to create more difficult, complex evaluations.

What are the essential skills?

Leadership
Communication
Problem-solving
Time management
Customer service
Team management
Analytical thinking
Decision-making
Conflict resolution
Performance management

What are the soft skills?

Excellent communication skills
Strong leadership abilities
Empathy and understanding towards customers
Ability to multitask and prioritize tasks
Problem-solving skills
Patience and resilience
Positive attitude and mindset
Adaptability to change
Attention to detail
Team player mentality

What are the technical skills?

Proficiency in call centre software and technology
Knowledge of call centre metrics and KPIs
Ability to analyze data and generate reports
Strong communication and interpersonal skills
Experience in managing a team of call centre agents
Understanding of customer service principles and practices
Familiarity with workforce management and scheduling
Ability to handle and resolve customer complaints and issues
Knowledge of call centre quality assurance processes
Experience in training and coaching call centre agents

Why is an assessment important?

Assessments are important for many reasons, both in educational and professional settings. Here are some of the key reasons why assessments are important:

Measure Learning: Assessments are used to measure the level of learning that has occurred, allowing instructors and employers to identify strengths and weaknesses in a student or employee's knowledge and skills.
Identify Gaps: Assessments can also help identify gaps in learning or performance, allowing instructors and employers to provide targeted support and resources to address those gaps.
Evaluate Effectiveness: Assessments can help evaluate the effectiveness of teaching methods, training programs, or learning materials, allowing instructors and employers to make data-driven decisions to improve their offerings.
Provide Feedback: Assessments provide valuable feedback to both students and employees, helping them understand their progress and identify areas for improvement. This feedback can motivate individuals to work harder and achieve their goals.
Support Decision Making: Assessments can also be used to support decision-making processes, such as hiring decisions or admission to academic programs.
Standardize Processes: Assessments help standardize processes and ensure that all students or employees are evaluated using the same criteria, making it easier to compare results across individuals or groups.

Improved Hiring Efficiency

Customizable assessments, companies can efficiently and effectively evaluate candidates' skills, knowledge, and abilities, reducing the time and resources required for hiring.

Accurate Candidate Evaluation

Comprehensive testing and assessment platform provides accurate and objective insights into candidates' skills, knowledge, and abilities, enabling companies to make informed hiring decisions based on objective data.

Customizable Assessments

Platform allows companies to create and customize assessments tailored to their specific job requirements and skill sets, ensuring that they are evaluating candidates based on the skills that are most critical to their business.

Enhanced Employee Performance

Platform includes a range of assessments and training programs designed to improve employee skills and knowledge, helping companies build a more skilled and capable workforce. By identifying skill gaps and providing targeted training, companies can improve employee performance and productivity.

Accurate Results

Proprietary algorithm guarantees that your assessments are accurate and unbiased, eliminating any potential for human error or bias. This means that you can confidently make informed decisions about your candidates, knowing that the results are based solely on their skills and abilities.

Access Pre-Paid Assessments

At Skills Council of Canada, we're dedicated to empowering individuals from vulnerable communities to realize their career aspirations. Part of our commitment includes providing access to job-role and subject-based assessments to identify and address skill gaps. We deliver these services exclusively through our partner organizations that serve vulnerable populations. To avail of these pre-funded services, your organization needs to partner with us and demonstrate your commitment to serving vulnerable communities in need of support.

Become a partner

Understand your skill gap