Call centre supervisor to call centre analyst
A call centre supervisor already meets 35% of what the call centre analyst role asks for. The move turns on 13 required skills not yet in the profile.
63.8/ 100
1 How much of what a call centre analyst is expected to do is already part of a call centre supervisor’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 analyst role is recorded as needing, required and optional together. What these numbers mean.
Why this move works
A call centre analyst role treats 7 of its required skills as things a call centre supervisor already does. You would walk in with these on day one.
- analyse call performance trends
- call quality assurance management
- call routing
- call-centre technologies
- create solutions to problems
- have computer literacy
What stands in the way is 13 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 analyst role needs them, and most people applying for one will not have them already. This is the part of a call centre supervisor 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 analyse call performance trends information skills
- already held call quality assurance management business, administration and law
- already held apply information security policies assisting and caring
- already held perform data analysis working with computers
All 10 carried skills, including the 7 the call centre analyst role treats as required.
Table 3 · What you may need to learn
The 19 missing skills fall into 6 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 complete evaluation forms of calls required
- still to learn analyse call centre activities required
- still to learn apply numeracy skills required
- still to learn apply statistical analysis techniques required
- still to learn carry out statistical forecasts required
- still to learn gather data required
- still to learn inspect data required
- still to learn report call errors required
- still to learn run simulations required
- optional, not held report accounts of the professional activity optional
- still to learn train staff on call quality assurance required
- still to learn write work-related reports required
- optional, not held deliver visual presentation of data optional
- still to learn comply with legal regulations required
- optional, not held ensure compliance with company regulations optional
- still to learn provide objective assessments of calls required
- optional, not held use databases optional
- optional, not held use spreadsheets software optional
- optional, not held information confidentiality optional
Table 4 · Where to start
The 3 entries a call centre analyst role is least likely to hire without. The ordering is computed from the skill data, not from what pays.
- 01 complete evaluation forms of calls practise this
- 02 analyse call centre activities practise this
- 03 apply numeracy skills 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 analyse call performance trends skill
- 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 apply information security policies skill
- already held speak different languages skill
- already held teamwork principles knowledge
6 supplementary skills, helpful but not required
- optional, not held information confidentiality optional
- optional, not held report accounts of the professional activity optional
- optional, not held deliver visual presentation of data optional
- optional, not held ensure compliance with company regulations optional
- optional, not held use databases optional
- optional, not held use spreadsheets software optional
23 held skills the call centre analyst role does not ask for
- not needed by the target role abide by business ethical code of conducts skill
- not needed by the target role adapt to changing situations skill
- not needed by the target role analyse staff capacity skill
- not needed by the target role build rapport with people from different cultural backgrounds skill
- not needed by the target role characteristics of products knowledge
- not needed by the target role characteristics of services knowledge
- not needed by the target role employment law knowledge
- not needed by the target role forecast workload skill
- not needed by the target role interpret automatic call distribution data skill
- not needed by the target role maintain high quality of calls skill
- not needed by the target role manage ICT project skill
- not needed by the target role manage business knowledge skill
- not needed by the target role manage staff skill
- not needed by the target role measure call quality skill
- not needed by the target role perform project management skill
- not needed by the target role present reports skill
- not needed by the target role provide customer follow-up services skill
- not needed by the target role recruit employees skill
- not needed by the target role secure sensitive customer's information skill
- not needed by the target role supervise data entry skill
- not needed by the target role tolerate stress skill
- not needed by the target role train employees skill
- not needed by the target role use customer relationship management software skill
1 gaps that are knowledge rather than practice
Knowledge gaps usually close through study. Practical skill gaps usually need something you can point at.
- optional, not held information confidentiality optional
Common questions about this move
Can a call centre supervisor become a call centre analyst?
Yes, and it is a substantial move. A call centre supervisor already covers 35% of what a call centre analyst is expected to do: 10 skills carry over, 7 of which the call centre analyst role treats as required.
What skills does a call centre supervisor need to become a call centre analyst?
13 required skills are missing, plus 6 optional ones. They fall into 6 areas of the ESCO skill hierarchy, led by information skills. The single most important is complete evaluation forms of calls.
How hard is the move from call centre supervisor to call centre analyst?
Its learning distance is 63.8 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.