Design And Application Of A Competency Model Of Project Manager In The Outsourcing Contact Center Industry

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.