Table 1Transition record

call centre supervisortodepartment store manager

A call centre supervisor already meets 30% of what the department store manager role asks for. The move turns on 13 required skills not yet in the profile.

From call centre supervisor

30%

Overlap1

To department store manager

9 Skills carried over

13 Required, not held

68.9 Difficulty2

adjacent 0–30

moderate 30–55

substantial 55–75

career change 75–100

this move, 68.9

This move: 68.9 of 100 · substantial

1 Share of the department store manager role’s weighted skill requirement already met by the call centre supervisor 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 9 skills that carry over, these are the ones fewest other occupations ask for. A department store manager 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.

Skill the target role also needs Area

already held characteristics of services business, administration and law
already held characteristics of products engineering, manufacturing and construction
already held employment law business, administration and law
already held provide customer follow-up services assisting and caring
already held recruit employees management skills
already held train employees communication, collaboration and creativity

All 9 carried skills, including the 5 the department store manager role treats as required.

Table 3

Table 3 · What you would need to learn

The 19 missing skills fall into 6 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 communication, collaboration and creativity 5 required, 1 supplementary

required, not held implement sales strategies required
required, not held manage the store image required
required, not held set sales promotions required
required, not held build business relationships required
required, not held implement marketing strategies required

optional, not held coach team on visual merchandising optional

02 management skills 4 required, 3 supplementary

required, not held manage budgets required
required, not held perform multiple tasks at the same time required
required, not held plan marketing campaigns required
required, not held plan marketing strategy required

optional, not held define brand identity optional
optional, not held evaluate employees optional
optional, not held supervise brand management optional

03 business, administration and law 2 required

required, not held company policies required
required, not held product comprehension required

04 information skills 1 required, 1 supplementary

required, not held monitor proper product handling required

optional, not held set up pricing strategies optional

05 handling and moving 1 required

required, not held monitor shelves loading required

06 services 1 supplementary

optional, not held health, safety and hygiene legislation optional

Table 4

Table 4 · Where to start

The 3 entries a department store manager 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 9 skills that carry over

Skill Type

already held create solutions to problems skill
already held have computer literacy skill
already held manage staff skill
already held provide customer follow-up services skill
already held train employees skill
already held characteristics of products knowledge
already held characteristics of services knowledge
already held employment law knowledge
already held recruit employees skill

6 supplementary skills, helpful but not required

Skill to acquire Tier

optional, not held coach team on visual merchandising optional
optional, not held set up pricing strategies optional
optional, not held define brand identity optional
optional, not held evaluate employees optional
optional, not held health, safety and hygiene legislation optional
optional, not held supervise brand management optional

24 held skills the department store manager role does not ask for

Skill Type

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 call performance trends skill
not needed by the target role analyse staff capacity skill
not needed by the target role apply information security policies skill
not needed by the target role build rapport with people from different cultural backgrounds skill
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 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 measure call quality skill
not needed by the target role perform data analysis 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 secure sensitive customer's information skill
not needed by the target role speak different languages skill
not needed by the target role supervise data entry skill
not needed by the target role teamwork principles knowledge
not needed by the target role tolerate stress skill
not needed by the target role use customer relationship management software 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 company policies required
required, not held product comprehension required
optional, not held health, safety and hygiene legislation optional

Index

Other moves recorded from call centre supervisor

Full index of moves from call centre supervisor

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.