Career Overlap Transition record Edition 1 · ESCO v1.2.1
Table 1Transition record

car leasing agenttocall centre agent

A car leasing agent already meets 60% of what the call centre agent role asks for. The move turns on 4 required skills not yet in the profile.

From car leasing agent
60%
Overlap1
To call centre agent
14 Skills carried over
4 Required, not held
42.2 Difficulty2
Career overlap Strong match

60%

Learning distance Real move, short list to learn

42.2/ 100

1 Share of the call centre agent role’s weighted skill requirement already met by the car leasing agent 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.

Why

Why this move works

A call centre agent role treats 13 of its required skills as things a car leasing agent already does. These are the ones it depends on most.

  • adapt to changing situations
  • characteristics of products
  • characteristics of services
  • communicate by telephone
  • guarantee customer satisfaction
  • have computer literacy

What stands in the way is 4 required skills the profile does not yet cover. Table 3 groups them; Table 4 says which to take first.

Table 2

Table 2 · What you already bring

Of the 14 skills that carry over, these are the ones fewest other occupations ask for. A call centre agent role needs them, and most people applying for one will not have them already. This is the part of a car leasing agent background worth leading with.

Skill the target role also needs Area
  • already held use customer relationship management software working with computers
  • already held process data information skills
  • already held adapt to changing situations communication, collaboration and creativity
  • already held communicate by telephone communication, collaboration and creativity
  • already held perform multiple tasks at the same time management skills
  • already held characteristics of services business, administration and law

All 14 carried skills, including the 13 the call centre agent role treats as required.

Table 3

Table 3 · What you would need to learn

The 18 missing skills fall into 8 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 1 required, 4 supplementary
  • required, not held create solutions to problems required
  • optional, not held educate on data confidentiality optional
  • optional, not held handle helpdesk problems optional
  • optional, not held perform escalation procedure optional
  • optional, not held think proactively optional
02 business, administration and law 1 required, 1 supplementary
  • required, not held credit card payments required
  • optional, not held e-procurement optional
03 management skills 1 required, 1 supplementary
  • required, not held tolerate stress required
  • optional, not held prioritise requests optional
04 information skills 1 required
  • required, not held handle tasks independently required
05 assisting and caring 3 supplementary
  • optional, not held apply operations for an ITIL-based environment optional
  • optional, not held answer incoming calls optional
  • optional, not held provide customer follow-up services optional
06 information and communication technologies (icts) 2 supplementary
  • optional, not held e-commerce systems optional
  • optional, not held knowledge base optional

2 further areas in the appendix

Table 4

Table 4 · Where to start

The 3 entries a call centre agent 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 14 skills that carry over
Skill Type
  • already held adapt to changing situations skill
  • already held characteristics of products knowledge
  • already held characteristics of services knowledge
  • already held communicate by telephone skill
  • already held guarantee customer satisfaction skill
  • already held have computer literacy skill
  • already held keep task records skill
  • already held listen actively skill
  • already held perform multiple tasks at the same time skill
  • already held present reports skill
  • already held process data skill
  • already held speak different languages skill
  • already held use customer relationship management software skill
  • already held teamwork principles knowledge
The 2 learning areas not shown above
Skill to acquire Tier
07 working with computers 2 supplementary
  • optional, not held perform data analysis optional
  • optional, not held provide ICT support optional
08 generic programmes and qualifications 1 supplementary
  • optional, not held communication principles optional
14 supplementary skills, helpful but not required
Skill to acquire Tier
  • optional, not held apply operations for an ITIL-based environment optional
  • optional, not held e-commerce systems optional
  • optional, not held e-procurement optional
  • optional, not held answer incoming calls optional
  • optional, not held communication principles optional
  • optional, not held educate on data confidentiality optional
  • optional, not held handle helpdesk problems optional
  • optional, not held knowledge base optional
  • optional, not held perform data analysis optional
  • optional, not held perform escalation procedure optional
  • optional, not held prioritise requests optional
  • optional, not held provide ICT support optional
  • optional, not held provide customer follow-up services optional
  • optional, not held think proactively optional
22 held skills the call centre agent role does not ask for
Skill Type
  • not needed by the target role achieve sales targets skill
  • not needed by the target role advise on vehicle characteristics skill
  • not needed by the target role assist customers skill
  • not needed by the target role car controls knowledge
  • not needed by the target role communicate with customers skill
  • not needed by the target role contract law knowledge
  • not needed by the target role financial capability knowledge
  • not needed by the target role financial jurisdiction knowledge
  • not needed by the target role handle financial transactions skill
  • not needed by the target role handle lease agreement administration skill
  • not needed by the target role identify customer's needs skill
  • not needed by the target role leasing characteristics knowledge
  • not needed by the target role managing a business with great care skill
  • not needed by the target role meet deadlines skill
  • not needed by the target role moderate in negotiations skill
  • not needed by the target role negotiate sales contracts skill
  • not needed by the target role prospect new customers skill
  • not needed by the target role record customers' personal data skill
  • not needed by the target role review completed contracts skill
  • not needed by the target role types of vehicles knowledge
  • not needed by the target role use different communication channels skill
  • not needed by the target role write leasing reports skill
5 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 credit card payments required
  • optional, not held e-commerce systems optional
  • optional, not held e-procurement optional
  • optional, not held communication principles optional
  • optional, not held knowledge base optional
Index

Other moves recorded from car leasing agent

Full index of moves from car leasing agent

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.