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

contact centre managertocall centre manager

A contact centre manager already meets 44% of what the call centre manager role asks for. The move turns on 16 required skills not yet in the profile.

From contact centre manager
44%
Overlap1
To call centre manager
23 Skills carried over
16 Required, not held
64 Difficulty2
Career overlap Partial match

44%

Learning distance Substantial retraining

64/ 100

1 Share of the call centre manager role’s weighted skill requirement already met by the contact centre manager 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 manager role treats 12 of its required skills as things a contact centre manager already does. These are the ones it depends on most.

  • analyse staff capacity
  • assess the feasibility of implementing developments
  • coordinate operational activities
  • corporate social responsibility
  • create a work atmosphere of continuous improvement
  • create solutions to problems

What stands in the way is 16 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 23 skills that carry over, these are the ones fewest other occupations ask for. A call centre manager role needs them, and most people applying for one will not have them already. This is the part of a contact centre manager background worth leading with.

Skill the target role also needs Area
  • already held assess the feasibility of implementing developments information skills
  • already held analyse customer service surveys information skills
  • already held teach customer service techniques communication, collaboration and creativity
  • already held analyse staff capacity management skills
  • already held social media marketing techniques business, administration and law
  • already held create a work atmosphere of continuous improvement management skills

All 23 carried skills, including the 12 the call centre manager role treats as required.

Table 3

Table 3 · What you would need to learn

The 29 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 management skills 5 required, 1 supplementary
  • required, not held manage ICT project required
  • required, not held manage key performance indicators of call centres required
  • required, not held supervise the management of an establishment required
  • required, not held evaluate performance of organisational collaborators required
  • required, not held strive for company growth required
  • optional, not held develop online sales business plan optional
02 business, administration and law 3 required, 5 supplementary
  • required, not held customer service required
  • required, not held product comprehension required
  • required, not held telemarketing required
  • optional, not held sales activities optional
  • optional, not held sales strategies optional
  • optional, not held business analysis optional
  • optional, not held call quality assurance management optional
  • optional, not held subsidiary operations optional
03 communication, collaboration and creativity 3 required, 4 supplementary
  • required, not held identify customer's needs required
  • required, not held liaise with managers required
  • required, not held report on overall management of a business required
  • optional, not held deliver a sales pitch optional
  • optional, not held establish communication with foreign cultures optional
  • optional, not held persuade clients with alternatives optional
  • optional, not held teach marketing principles optional
04 information skills 2 required, 2 supplementary
  • required, not held analyse call centre activities required
  • required, not held interpret automatic call distribution data required
  • optional, not held analyse call performance trends optional
  • optional, not held perform market research optional
05 information and communication technologies (icts) 2 required, 1 supplementary
  • required, not held information confidentiality required
  • required, not held call-centre technologies required
  • optional, not held call routing optional
06 generic programmes and qualifications 1 required
  • required, not held communication principles required
Table 4

Table 4 · Where to start

The 3 entries a call centre 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 23 skills that carry over
Skill Type
  • already held analyse staff capacity skill
  • already held assess the feasibility of implementing developments skill
  • already held coordinate operational activities skill
  • already held corporate social responsibility knowledge
  • already held create a work atmosphere of continuous improvement skill
  • already held create solutions to problems skill
  • already held customer relationship management knowledge
  • already held follow company standards skill
  • already held manage staff skill
  • already held measure customer feedback skill
  • already held present reports skill
  • already held supervise work skill
  • already held accounting techniques knowledge
  • already held analyse customer service surveys skill
  • already held e-commerce systems knowledge
  • already held manage contracts skill
  • already held monitor customer service skill
  • already held perform risk analysis skill
  • already held plan health and safety procedures skill
  • already held recruit employees skill
  • already held social media marketing techniques knowledge
  • already held teach customer service techniques skill
  • already held train employees skill
13 supplementary skills, helpful but not required
Skill to acquire Tier
  • optional, not held deliver a sales pitch optional
  • optional, not held sales activities optional
  • optional, not held sales strategies optional
  • optional, not held analyse call performance trends optional
  • optional, not held business analysis optional
  • optional, not held call quality assurance management optional
  • optional, not held call routing optional
  • optional, not held develop online sales business plan optional
  • optional, not held establish communication with foreign cultures optional
  • optional, not held perform market research optional
  • optional, not held persuade clients with alternatives optional
  • optional, not held subsidiary operations optional
  • optional, not held teach marketing principles optional
18 held skills the call centre manager role does not ask for
Skill Type
  • not needed by the target role analyse business plans skill
  • not needed by the target role analyse business processes 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 contact customers skill
  • not needed by the target role customer insight knowledge
  • not needed by the target role discharge employees skill
  • not needed by the target role fix meetings skill
  • not needed by the target role handle customer complaints skill
  • not needed by the target role handle helpdesk problems skill
  • not needed by the target role keep records of customer interaction skill
  • not needed by the target role knowledge base knowledge
  • not needed by the target role manage budgets skill
  • not needed by the target role manage customer service skill
  • not needed by the target role manage resources skill
  • not needed by the target role motivate employees skill
  • not needed by the target role oversee record management skill
  • not needed by the target role perform customer management skill
12 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 customer service required
  • required, not held information confidentiality required
  • required, not held product comprehension required
  • required, not held call-centre technologies required
  • required, not held communication principles required
  • required, not held telemarketing required
  • optional, not held sales activities optional
  • optional, not held sales strategies optional
  • optional, not held business analysis optional
  • optional, not held call quality assurance management optional
  • optional, not held call routing optional
  • optional, not held subsidiary operations optional
Index

Other moves recorded from contact centre manager

Full index of moves from contact centre manager

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.