Contact centre manager to call 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.
64/ 100
1 How much of what a call centre manager is expected to do is already part of a contact centre manager’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 call centre manager role is recorded as needing, required and optional together. What these numbers mean.
Why this move works
A call centre manager role treats 12 of its required skills as things a contact centre manager already does. You would walk in with these on day one.
- 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 · 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.
- 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 · What you may need to learn
The 29 missing skills fall into 6 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 manage ICT project required
- still to learn manage key performance indicators of call centres required
- still to learn supervise the management of an establishment required
- still to learn evaluate performance of organisational collaborators required
- still to learn strive for company growth required
- optional, not held develop online sales business plan optional
- still to learn customer service required
- still to learn product comprehension required
- still to learn 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
- still to learn identify customer's needs required
- still to learn liaise with managers required
- still to learn 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
- still to learn analyse call centre activities required
- still to learn interpret automatic call distribution data required
- optional, not held analyse call performance trends optional
- optional, not held perform market research optional
- still to learn information confidentiality required
- still to learn call-centre technologies required
- optional, not held call routing optional
- still to learn communication principles required
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.
- 01 customer service study this
- 02 identify customer's needs practise this
- 03 information confidentiality study this
Each entry opens a course search for that skill. Career Overlap earns nothing from these links.
Appendix · The rest of the record
All 23 skills that carry over
- 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
- 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
- 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.
- still to learn customer service required
- still to learn information confidentiality required
- still to learn product comprehension required
- still to learn call-centre technologies required
- still to learn communication principles required
- still to learn 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
Common questions about this move
Can a contact centre manager become a call centre manager?
Yes, and it is a substantial move. A contact centre manager already covers 44% of what a call centre manager is expected to do: 23 skills carry over, 12 of which the call centre manager role treats as required.
What skills does a contact centre manager need to become a call centre manager?
16 required skills are missing, plus 13 optional ones. They fall into 6 areas of the ESCO skill hierarchy, led by management skills. The single most important is customer service.
How hard is the move from contact centre manager to call centre manager?
Its learning distance is 64 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.