Call centre manager to contact centre manager
A call centre manager already meets 59% of what the contact centre manager role asks for. The move turns on 7 required skills not yet in the profile.
44.7/ 100
1 How much of what a contact centre manager is expected to do is already part of a call centre manager’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 contact centre manager role is recorded as needing, required and optional together. What these numbers mean.
Why this move works
A contact centre manager role treats 12 of its required skills as things a call centre manager already does. You would walk in with these on day one.
- analyse staff capacity
- assess the feasibility of implementing developments
- coordinate operational activities
- corporate social responsibility
- create a work atmosphere of continuous improvement
- create solutions to problems
What stands in the way is 7 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 23 skills that carry over, these are the ones fewest other occupations ask for. A contact centre manager role needs them, and most people applying for one will not have them already. This is the part of a call centre manager background worth leading with.
- already held assess the feasibility of implementing developments information skills
- already held analyse customer service surveys information skills
- already held teach customer service techniques communication, collaboration and creativity
- already held analyse staff capacity management skills
- already held social media marketing techniques business, administration and law
- already held create a work atmosphere of continuous improvement management skills
All 23 carried skills, including the 12 the contact centre manager role treats as required.
Table 3 · What you may need to learn
The 18 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 fix meetings required
- still to learn manage resources required
- still to learn motivate employees required
- optional, not held manage customer service optional
- optional, not held discharge employees optional
- optional, not held manage budgets optional
- still to learn analyse business plans required
- still to learn analyse business processes required
- optional, not held keep records of customer interaction optional
- optional, not held oversee record management optional
- still to learn characteristics of services required
- optional, not held customer insight optional
- still to learn characteristics of products required
- optional, not held contact customers optional
- optional, not held handle customer complaints optional
- optional, not held handle helpdesk problems optional
- optional, not held perform customer management optional
1 further area in the appendix
Table 4 · Where to start
The 3 entries a contact centre manager 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 analyse business plans 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 23 skills that carry over
- already held analyse staff capacity skill
- already held assess the feasibility of implementing developments skill
- already held coordinate operational activities skill
- already held corporate social responsibility knowledge
- already held create a work atmosphere of continuous improvement skill
- already held create solutions to problems skill
- already held customer relationship management knowledge
- already held follow company standards skill
- already held manage staff skill
- already held measure customer feedback skill
- already held present reports skill
- already held supervise work skill
- already held accounting techniques knowledge
- already held analyse customer service surveys skill
- already held e-commerce systems knowledge
- already held manage contracts skill
- already held monitor customer service skill
- already held perform risk analysis skill
- already held plan health and safety procedures skill
- already held recruit employees skill
- already held social media marketing techniques knowledge
- already held teach customer service techniques skill
- already held train employees skill
The 1 learning area not shown above
- optional, not held knowledge base optional
11 supplementary skills, helpful but not required
- optional, not held contact customers optional
- optional, not held customer insight optional
- optional, not held manage customer service optional
- optional, not held discharge employees optional
- optional, not held handle customer complaints optional
- optional, not held handle helpdesk problems optional
- optional, not held keep records of customer interaction optional
- optional, not held knowledge base optional
- optional, not held manage budgets optional
- optional, not held oversee record management optional
- optional, not held perform customer management optional
29 held skills the contact centre manager role does not ask for
- not needed by the target role analyse call centre activities skill
- not needed by the target role analyse call performance trends skill
- not needed by the target role business analysis knowledge
- not needed by the target role call quality assurance management knowledge
- not needed by the target role call routing knowledge
- not needed by the target role call-centre technologies knowledge
- not needed by the target role communication principles knowledge
- not needed by the target role customer service knowledge
- not needed by the target role deliver a sales pitch skill
- not needed by the target role develop online sales business plan skill
- not needed by the target role establish communication with foreign cultures skill
- not needed by the target role evaluate performance of organisational collaborators skill
- not needed by the target role identify customer's needs skill
- not needed by the target role information confidentiality knowledge
- not needed by the target role interpret automatic call distribution data skill
- not needed by the target role liaise with managers skill
- not needed by the target role manage ICT project skill
- not needed by the target role manage key performance indicators of call centres skill
- not needed by the target role perform market research skill
- not needed by the target role persuade clients with alternatives skill
- not needed by the target role product comprehension knowledge
- not needed by the target role report on overall management of a business skill
- not needed by the target role sales activities knowledge
- not needed by the target role sales strategies knowledge
- not needed by the target role strive for company growth skill
- not needed by the target role subsidiary operations knowledge
- not needed by the target role supervise the management of an establishment skill
- not needed by the target role teach marketing principles skill
- not needed by the target role telemarketing knowledge
4 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
- optional, not held customer insight optional
- optional, not held knowledge base optional
Common questions about this move
Can a call centre manager become a contact centre manager?
Yes, and it is a moderate move. A call centre manager already covers 59% of what a contact centre manager is expected to do: 23 skills carry over, 12 of which the contact centre manager role treats as required.
What skills does a call centre manager need to become a contact centre manager?
7 required skills are missing, plus 11 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 manager to contact centre manager?
Its learning distance is 44.7 out of 100, which is the moderate 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.