Call centre analyst to call centre supervisor
A call centre analyst already meets 29% of what the call centre supervisor role asks for. The move turns on 15 required skills not yet in the profile.
70.5/ 100
1 How much of what a call centre supervisor is expected to do is already part of a call centre analyst’s work. Directional: the figure for the reverse move differs, because moving into a speciality is not the same problem as moving out of one. 2 Every skill the call centre supervisor role is recorded as needing, required and optional together. What these numbers mean.
Why this move works
A call centre supervisor role treats 6 of its required skills as things a call centre analyst already does. You would walk in with these on day one.
- call quality assurance management
- call routing
- call-centre technologies
- create solutions to problems
- have computer literacy
- perform data analysis
What stands in the way is 15 required skills the profile does not yet cover. Table 3 groups them; Table 4 says which to take first.
Table 2 · What you already bring
Of the 10 skills that carry over, these are the ones fewest other occupations ask for. A call centre supervisor role needs them, and most people applying for one will not have them already. This is the part of a call centre analyst background worth leading with.
- already held call routing information and communication technologies (icts)
- already held call-centre technologies information and communication technologies (icts)
- already held call quality assurance management business, administration and law
- already held analyse call performance trends information skills
- already held apply information security policies assisting and caring
- already held perform data analysis working with computers
All 10 carried skills, including the 6 the call centre supervisor role treats as required.
Table 3 · What you may need to learn
The 23 missing skills fall into 7 areas of the ESCO skill hierarchy, numbered in the order worth working in. Areas carrying the most required skills come first, and inside each one the required skills sit above the optional ones. Nothing here is a verdict on you: it is a list of what this particular job asks for that your current one does not.
- still to learn manage ICT project required
- still to learn analyse staff capacity required
- still to learn forecast workload required
- still to learn manage business knowledge required
- still to learn perform project management required
- optional, not held tolerate stress optional
- optional, not held manage staff optional
- optional, not held recruit employees optional
- still to learn maintain high quality of calls required
- still to learn measure call quality required
- still to learn interpret automatic call distribution data required
- still to learn supervise data entry required
- still to learn present reports required
- still to learn train employees required
- optional, not held build rapport with people from different cultural backgrounds optional
- optional, not held adapt to changing situations optional
- still to learn characteristics of services required
- still to learn employment law required
- still to learn secure sensitive customer's information required
- optional, not held abide by business ethical code of conducts optional
- optional, not held provide customer follow-up services optional
- still to learn characteristics of products required
1 further area in the appendix
Table 4 · Where to start
The 3 entries a call centre supervisor role is least likely to hire without. The ordering is computed from the skill data, not from what pays.
- 01 characteristics of products study this
- 02 characteristics of services study this
- 03 maintain high quality of calls practise this
Each entry opens a course search for that skill. Career Overlap earns nothing from these links.
Appendix · The rest of the record
All 10 skills that carry over
- already held call quality assurance management knowledge
- already held call routing knowledge
- already held call-centre technologies knowledge
- already held create solutions to problems skill
- already held have computer literacy skill
- already held perform data analysis skill
- already held analyse call performance trends skill
- already held apply information security policies skill
- already held speak different languages skill
- already held teamwork principles knowledge
The 1 learning area not shown above
- optional, not held use customer relationship management software optional
8 supplementary skills, helpful but not required
- optional, not held abide by business ethical code of conducts optional
- optional, not held build rapport with people from different cultural backgrounds optional
- optional, not held tolerate stress optional
- optional, not held adapt to changing situations optional
- optional, not held manage staff optional
- optional, not held provide customer follow-up services optional
- optional, not held recruit employees optional
- optional, not held use customer relationship management software optional
19 held skills the call centre supervisor role does not ask for
- not needed by the target role analyse call centre activities skill
- not needed by the target role apply numeracy skills skill
- not needed by the target role apply statistical analysis techniques skill
- not needed by the target role carry out statistical forecasts skill
- not needed by the target role complete evaluation forms of calls skill
- not needed by the target role comply with legal regulations skill
- not needed by the target role deliver visual presentation of data skill
- not needed by the target role ensure compliance with company regulations skill
- not needed by the target role gather data skill
- not needed by the target role information confidentiality knowledge
- not needed by the target role inspect data skill
- not needed by the target role provide objective assessments of calls skill
- not needed by the target role report accounts of the professional activity skill
- not needed by the target role report call errors skill
- not needed by the target role run simulations skill
- not needed by the target role train staff on call quality assurance skill
- not needed by the target role use databases skill
- not needed by the target role use spreadsheets software skill
- not needed by the target role write work-related reports skill
3 gaps that are knowledge rather than practice
Knowledge gaps usually close through study. Practical skill gaps usually need something you can point at.
- still to learn characteristics of products required
- still to learn characteristics of services required
- still to learn employment law required
Common questions about this move
Can a call centre analyst become a call centre supervisor?
Yes, and it is a substantial move. A call centre analyst already covers 29% of what a call centre supervisor is expected to do: 10 skills carry over, 6 of which the call centre supervisor role treats as required.
What skills does a call centre analyst need to become a call centre supervisor?
15 required skills are missing, plus 8 optional ones. They fall into 7 areas of the ESCO skill hierarchy, led by management skills. The single most important is characteristics of products.
How hard is the move from call centre analyst to call centre supervisor?
Its learning distance is 70.5 out of 100, which is the substantial band. That accounts for both how much is missing and how specialised those skills are.
How this record was compiled
Both occupations are taken from ESCO, which lists the skills and knowledge each occupation is expected to have and marks every one required or optional. Nothing here is a prediction about hiring, and nothing here knows that a particular employer wants a particular certificate. Treat Table 3 as a starting point for your own research rather than a syllabus. The full method states what these figures can and cannot tell you.