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Design and Application of A Competency Model of Project Manager in the Outsourcing Contact Center Industry

Author: SunYan
Tutor: TangJunHua
School: Shanghai Jiaotong University
Course: Project Management
Keywords: CRM call center outsourcing project manager competency model
CLC: F224
Type: Master's thesis
Year: 2010
Downloads: 67
Quote: 0
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Abstract


Competency Model, which is applied to determine the required skills, knowledge and personality characteristics for a job, has more than 30 years of history in application. Such model is especially suitable for technology-based, innovation-oriented enterprises or enterprises in sectors with high technical content. Nowadays, competence is becoming an important factor in the success for a wide range of business and enterprises.In this thesis, based on theoretical analysis and my working experience in the outsourcing call center, I have conducted surveys on a variety of project managers with different performance through the BEI method (Behavioral Event Interview, BEI) and questionnaire. Based on the survey, I summarized the key competence factors of a good Outsourcing Call Center Project Manager from four dimensions: the personal characters, team work spirit, general-purpose competence and professional skills. The conclusion is a useful reference for enterprises to select, maintain and train project managers in this industry.

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CLC: > Economic > Economic planning and management > Economic calculation, economic and mathematical methods > Economic and mathematical methods
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