Career Overlap Occupation record
RecordJob

Where a contact centre manager can go next

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

Contact centre managers coordinate and plan the daily operations of contact centres. They ensure that customer inquiries are satisfied efficiently and according to policies. They manage employees, resources and procedures to improve best practices and achieve high levels of customer satisfaction.

Also known as customer service manager, contact center manager.

Managers 41 skills on file 5 career moves 1 above 60% overlap Closest: contact centre supervisor, 72%

Fig. 2 · Career map 5 nearest · ESCO v1.2.1
contact centre supervisor 72% covered call centre manager 44% covered customer contact centre infor… 33% covered client relations manager 33% covered laundry and dry cleaning mana… 33% covered contact centre manager You are here
  • 70% and above · short step
  • 50 to 70% · real move
  • Below 50% · substantial retraining
The 5 nearest destinations from contact 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 contact 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 contact centre manager needs 19 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
  • assess the feasibility of implementing developments information skills
  • motivate employees management skills
  • manage resources management skills
  • analyse staff capacity management skills
  • analyse business processes information skills
  • create a work atmosphere of continuous improvement management skills
  • coordinate operational activities management skills
  • customer relationship management business, administration and law
  • fix meetings management skills
  • analyse business plans information skills
Table 4

Table 4 · Jobs that lead here

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

Index

Look up another occupation

Contact 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 contact 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.