Table 1Transition record

commercial directortocontact centre supervisor

A commercial director already meets 22% of what the contact centre supervisor role asks for. The move turns on 13 required skills not yet in the profile.

From commercial director

22%

Overlap1

To contact centre supervisor

7 Skills carried over

13 Required, not held

73.2 Difficulty2

adjacent 0–30

moderate 30–55

substantial 55–75

career change 75–100

this move, 73.2

This move: 73.2 of 100 · substantial

1 Share of the contact centre supervisor role’s weighted skill requirement already met by the commercial director 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 7 skills that carry over, these are the ones fewest other occupations ask for. A contact centre supervisor role needs them, and most people applying for one will not have them already. This is the part of a commercial director background worth leading with.

Skill the target role also needs Area

already held customer relationship management business, administration and law
already held fix meetings management skills
already held e-commerce systems information and communication technologies (icts)
already held customer service business, administration and law
already held recruit employees management skills
already held train employees communication, collaboration and creativity

All 7 carried skills, including the 4 the contact centre supervisor role treats as required.

Table 3

Table 3 · What you would need to learn

The 26 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 management skills 5 required, 4 supplementary

required, not held analyse staff capacity required
required, not held forecast workload required
required, not held motivate employees required
required, not held perform project management required
required, not held supervise work required

optional, not held coordinate operational activities optional
optional, not held create a work atmosphere of continuous improvement optional
optional, not held manage resources optional
optional, not held monitor customer service optional

02 communication, collaboration and creativity 3 required, 4 supplementary

required, not held create solutions to problems required
required, not held liaise with managers required
required, not held present reports required

optional, not held contact customers optional
optional, not held handle customer complaints optional
optional, not held handle helpdesk problems optional
optional, not held respond to customers' inquiries optional

03 business, administration and law 2 required

required, not held characteristics of services required
required, not held call quality assurance management required

04 assisting and caring 1 required

required, not held follow company standards required

05 engineering, manufacturing and construction 1 required

required, not held characteristics of products required

06 working with computers 1 required

required, not held perform data analysis required

2 further areas in the appendix

Table 4

Table 4 · Where to start

The 3 entries a contact 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 7 skills that carry over

Skill Type

already held customer relationship management knowledge
already held fix meetings skill
already held manage staff skill
already held train employees skill
already held customer service knowledge
already held e-commerce systems knowledge
already held recruit employees skill

The 2 learning areas not shown above

Skill to acquire Tier

07 information skills 4 supplementary

optional, not held measure call quality optional
optional, not held analyse customer service surveys optional
optional, not held keep records of customer interaction optional
optional, not held measure customer feedback optional

08 generic programmes and qualifications 1 supplementary

optional, not held teamwork principles optional

13 supplementary skills, helpful but not required

Skill to acquire Tier

optional, not held contact customers optional
optional, not held measure call quality optional
optional, not held analyse customer service surveys optional
optional, not held coordinate operational activities optional
optional, not held create a work atmosphere of continuous improvement 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 manage resources optional
optional, not held measure customer feedback optional
optional, not held monitor customer service optional
optional, not held respond to customers' inquiries optional
optional, not held teamwork principles optional

25 held skills the contact centre supervisor role does not ask for

Skill Type

not needed by the target role achieve sales targets skill
not needed by the target role align efforts towards business development skill
not needed by the target role analyse consumer buying trends skill
not needed by the target role build business relationships skill
not needed by the target role commercial law knowledge
not needed by the target role communicate with customer service department skill
not needed by the target role deliver a sales pitch skill
not needed by the target role develop professional network skill
not needed by the target role implement marketing strategies skill
not needed by the target role integrate new products in manufacturing skill
not needed by the target role international business knowledge
not needed by the target role manage contracts skill
not needed by the target role manage sales channels skill
not needed by the target role manage sales teams skill
not needed by the target role manage tender processes skill
not needed by the target role manage yield skill
not needed by the target role market pricing knowledge
not needed by the target role perform market research skill
not needed by the target role prepare cost-plus pricing models skill
not needed by the target role pricing strategies knowledge
not needed by the target role product comprehension knowledge
not needed by the target role project management knowledge
not needed by the target role risk management knowledge
not needed by the target role use analytics for commercial purposes skill
not needed by the target role use theoretical marketing models skill

4 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 call quality assurance management required
optional, not held teamwork principles optional

Index

Other moves recorded from commercial director

Full index of moves from commercial director

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.