Career Overlap Occupation record
RecordJob

Where a call centre manager can go next

5 destinations recorded, ranked by how much of the target role a call centre manager already meets. The closer to the top of Table 1, the less there is to learn.

Call centre managers set the objectives of the service per month, week, and day. They perform micromanagement of the results obtained in the centre in order to proactively react with plans, trainings, or motivational plans depending on the problems faced by the service. They strive for achievement of KPIs such as minimum operating time, sales per day, and compliance with quality parameters.

Also known as contact centre manager, contact centre coordinator, call centre coordinator, client centre manager, call center manager, customer centre manager, call centre director.

Managers 52 skills on file 5 career moves 0 above 60% overlap Closest: contact centre manager, 59%

Fig. 2 · Career map 5 nearest · ESCO v1.2.1
contact centre manager 59% covered contact centre supervisor 57% covered membership manager 49% covered laundry and dry cleaning mana… 41% covered garage manager 40% covered call centre manager You are here
  • 70% and above · short step
  • 50 to 70% · real move
  • Below 50% · substantial retraining
The 5 nearest destinations from call centre manager, each one a link to that move’s record. Distance from the centre is how much retraining the move takes; the figure on each is how much of that role a call centre manager already covers. All 5 are listed in the tables below.
Table 1

Table 1 · Within reach

Table 2

Table 2 · A bigger jump

Possible, but expect real retraining rather than a sideways step.

Table 3

Table 3 · What the job itself asks for

A call centre manager needs 28 required skills and areas of knowledge. These 10 are the ones fewest other jobs share, so they say the most about the work.

Required skill Area
  • interpret automatic call distribution data information skills
  • manage key performance indicators of call centres management skills
  • analyse call centre activities information skills
  • telemarketing business, administration and law
  • call-centre technologies information and communication technologies (icts)
  • assess the feasibility of implementing developments information skills
  • supervise the management of an establishment management skills
  • report on overall management of a business communication, collaboration and creativity
  • evaluate performance of organisational collaborators management skills
  • manage ICT project management skills
Table 4

Table 4 · Jobs that lead here

The reverse view: occupations whose skills already cover much of what a call centre manager does. The figure is how much of this job each one brings.

Index

Look up another occupation

Call centre manager is filed under Managers, ISCO major group 1. The full index lists all ten groups.

Note

How these figures were compiled

Overlap is how much of the target role is already part of a call centre manager’s work. It is directional: the figure for the reverse move differs. Every entry above opens the full comparison for that move: what carries over, what is missing, and where to start. The full method.