Table 1Transition record

call centre analysttocall 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.

From call centre analyst

29%

Overlap1

To call centre supervisor

10 Skills carried over

15 Required, not held

70.5 Difficulty2

adjacent 0–30

moderate 30–55

substantial 55–75

career change 75–100

this move, 70.5

This move: 70.5 of 100 · substantial

1 Share of the call centre supervisor role’s weighted skill requirement already met by the call centre analyst profile. Required skills count in full, supplementary skills at 0.35. Directional: the figure for the reverse move differs. 2 Combines what is missing with how specialised it is, so a gap of general skills scores easier than the same number of narrow ones.

Table 2

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.

Skill the target role also needs Area

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

Table 3 · What you would need to learn

The 23 missing skills fall into 7 areas of the ESCO skill hierarchy, numbered below in the order worth working in: the areas carrying the most required skills come first, and inside each one the required skills sit above the supplementary ones.

Skill to acquire Tier

01 management skills 5 required, 3 supplementary

required, not held manage ICT project required
required, not held analyse staff capacity required
required, not held forecast workload required
required, not held manage business knowledge required
required, not held perform project management required

optional, not held tolerate stress optional
optional, not held manage staff optional
optional, not held recruit employees optional

02 information skills 4 required

required, not held maintain high quality of calls required
required, not held measure call quality required
required, not held interpret automatic call distribution data required
required, not held supervise data entry required

03 communication, collaboration and creativity 2 required, 2 supplementary

required, not held present reports required
required, not held train employees required

optional, not held build rapport with people from different cultural backgrounds optional
optional, not held adapt to changing situations optional

04 business, administration and law 2 required

required, not held characteristics of services required
required, not held employment law required

05 assisting and caring 1 required, 2 supplementary

required, not held 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

06 engineering, manufacturing and construction 1 required

required, not held characteristics of products required

1 further area in the appendix

Table 4

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.

Each entry opens a course search for that skill. Career Overlap earns nothing from these links.

Appendix

Appendix · The rest of the record

All 10 skills that carry over

Skill Type

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

Skill to acquire Tier

07 working with computers 1 supplementary

optional, not held use customer relationship management software optional

8 supplementary skills, helpful but not required

Skill to acquire Tier

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

Skill Type

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.

Skill to acquire Tier

required, not held characteristics of products required
required, not held characteristics of services required
required, not held employment law required

Index

Other moves recorded from call centre analyst

Full index of moves from call centre analyst

Note

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.