Commercial director to contact 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.
73.2/ 100
1 How much of what a contact centre supervisor is expected to do is already part of a commercial director’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 supervisor role is recorded as needing, required and optional together. What these numbers mean.
Why this move works
A contact centre supervisor role treats 4 of its required skills as things a commercial director already does. You would walk in with these on day one.
- customer relationship management
- fix meetings
- manage staff
- train employees
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 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.
- 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 · What you may need to learn
The 26 missing skills fall into 8 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 analyse staff capacity required
- still to learn forecast workload required
- still to learn motivate employees required
- still to learn perform project management required
- still to learn 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
- still to learn create solutions to problems required
- still to learn liaise with managers required
- still to learn 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
- still to learn characteristics of services required
- still to learn call quality assurance management required
- still to learn follow company standards required
- still to learn characteristics of products required
- still to learn perform data analysis required
2 further areas in the appendix
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.
- 01 characteristics of products study this
- 02 characteristics of services study this
- 03 analyse staff capacity 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 7 skills that carry over
- 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
- 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
- optional, not held teamwork principles optional
13 supplementary skills, helpful but not required
- 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
- 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.
- still to learn characteristics of products required
- still to learn characteristics of services required
- still to learn call quality assurance management required
- optional, not held teamwork principles optional
Common questions about this move
Can a commercial director become a contact centre supervisor?
Yes, and it is a substantial move. A commercial director already covers 22% of what a contact centre supervisor is expected to do: 7 skills carry over, 4 of which the contact centre supervisor role treats as required.
What skills does a commercial director need to become a contact centre supervisor?
13 required skills are missing, plus 13 optional ones. They fall into 8 areas of the ESCO skill hierarchy, led by management skills. The single most important is characteristics of products.
How hard is the move from commercial director to contact centre supervisor?
Its learning distance is 73.2 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.