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Mikael, you have seemed to mis interpreted my thoughts, or deviated from your original comments.
I agree that understanding the metrics, operational aspects and their impacts, as well as being able to communicate these to the executive strategically is a critical factor in operating your own centre.
Understanding cost, relating this as bottom line results, and aligning to any form of investment strategy is a critical function of the centre manager.
What I AM saying, is that this process is not a "basic" function. To look at it as such undermines the intricacies of budgetting, cost analysis and the level of detail (and precedence for financial / accounting skills) required. I was not commenting on the value this process adds. I agree that it is critical.
Understanding of WFM principles. - A contact centre manager needs good communication skills. It is not the responsibility of senior executives to be fully versed in the technical aspects of call centre operations. It is up to the centre manager to ensure the communication strategy meets the audience. In the instance you described, I would expect the centre manager to have the competence to explain why AWT could not (or could) be reduced without reducing headcount, in terms the executive would understand. I would further expect that the centre manager use his/her skills to "get a seat at the table" whereby these decisions are made.
Is it not this type of behaviour that supports your argument for becoming a proffesional (or gaining that recognition??)
The scenario you describe tells me that the centre manager is not a "proffesional", and is not treated like one from the director.
Being a professional is not about what you "Know". It is about what you "do".
I concur that without a strong knowledge in operational aspects (including, but not limited to) WFM and financial analysis strategic success is not likely.
Importantly - even with this understanding, it is not likely unless these skills and knowledge are utilisied. Sounds obvious, but I have seen too many centres whereby the CM takes the "easy road"....you know what I mean.
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