Contact centre supervisor to after-sales service technician
A contact centre supervisor already meets 31% of what the after-sales service technician role asks for. The move turns on 10 required skills not yet in the profile.
67.1/ 100
1 How much of what an after-sales service technician is expected to do is already part of a contact centre supervisor’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 after-sales service technician role is recorded as needing, required and optional together. What these numbers mean.
Why this move works
An after-sales service technician role treats 6 of its required skills as things a contact centre supervisor already does. You would walk in with these on day one.
- characteristics of products
- characteristics of services
- contact customers
- create solutions to problems
- customer relationship management
- customer service
What stands in the way is 10 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. An after-sales service technician role needs them, and most people applying for one will not have them already. This is the part of a contact centre supervisor background worth leading with.
- already held contact customers communication, collaboration and creativity
- already held keep records of customer interaction information skills
- already held customer relationship management business, administration and law
- already held characteristics of services business, administration and law
- already held characteristics of products engineering, manufacturing and construction
- already held customer service business, administration and law
All 7 carried skills, including the 6 the after-sales service technician role treats as required.
Table 3 · What you may need to learn
The 22 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 advise on merchandise features required
- still to learn execute after sales activities required
- still to learn implement customer follow-up required
- still to learn implement sales strategies required
- still to learn communicate with customers required
- optional, not held maintain relationship with customers optional
- optional, not held address problems critically optional
- optional, not held apply technical communication skills optional
- optional, not held listen actively optional
- still to learn guarantee customer satisfaction required
- still to learn ensure compliance with legal requirements required
- still to learn provide customer follow-up services required
- optional, not held provide information optional
- still to learn product comprehension required
- optional, not held sales activities optional
- optional, not held sales strategies optional
- still to learn maintenance operations required
- optional, not held electronic and telecommunication equipment optional
- optional, not held monitor after sales records optional
- optional, not held manage schedule of tasks optional
2 further areas in the appendix
Table 4 · Where to start
The 3 entries an after-sales service technician role is least likely to hire without. The ordering is computed from the skill data, not from what pays.
- 01 advise on merchandise features practise this
- 02 execute after sales activities practise this
- 03 guarantee customer satisfaction 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 characteristics of products knowledge
- already held characteristics of services knowledge
- already held contact customers skill
- already held create solutions to problems skill
- already held customer relationship management knowledge
- already held customer service knowledge
- already held keep records of customer interaction skill
The 2 learning areas not shown above
- optional, not held consumer protection optional
- optional, not held solve technical problems optional
12 supplementary skills, helpful but not required
- optional, not held electronic and telecommunication equipment optional
- optional, not held maintain relationship with customers optional
- optional, not held monitor after sales records optional
- optional, not held sales activities optional
- optional, not held sales strategies optional
- optional, not held address problems critically optional
- optional, not held apply technical communication skills optional
- optional, not held consumer protection optional
- optional, not held listen actively optional
- optional, not held manage schedule of tasks optional
- optional, not held provide information optional
- optional, not held solve technical problems optional
26 held skills the after-sales service technician role does not ask for
- not needed by the target role analyse customer service surveys skill
- not needed by the target role analyse staff capacity skill
- not needed by the target role call quality assurance management knowledge
- not needed by the target role coordinate operational activities skill
- not needed by the target role create a work atmosphere of continuous improvement skill
- not needed by the target role e-commerce systems knowledge
- not needed by the target role fix meetings skill
- not needed by the target role follow company standards skill
- not needed by the target role forecast workload 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 liaise with managers skill
- not needed by the target role manage resources skill
- not needed by the target role manage staff skill
- not needed by the target role measure call quality skill
- not needed by the target role measure customer feedback skill
- not needed by the target role monitor customer service skill
- not needed by the target role motivate employees skill
- not needed by the target role perform data analysis skill
- not needed by the target role perform project management skill
- not needed by the target role present reports skill
- not needed by the target role recruit employees skill
- not needed by the target role respond to customers' inquiries skill
- not needed by the target role supervise work skill
- not needed by the target role teamwork principles knowledge
- not needed by the target role train employees skill
6 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 product comprehension required
- still to learn maintenance operations required
- optional, not held electronic and telecommunication equipment optional
- optional, not held sales activities optional
- optional, not held sales strategies optional
- optional, not held consumer protection optional
Common questions about this move
Can a contact centre supervisor become an after-sales service technician?
Yes, and it is a substantial move. A contact centre supervisor already covers 31% of what an after-sales service technician is expected to do: 7 skills carry over, 6 of which the after-sales service technician role treats as required.
What skills does a contact centre supervisor need to become an after-sales service technician?
10 required skills are missing, plus 12 optional ones. They fall into 8 areas of the ESCO skill hierarchy, led by communication, collaboration and creativity. The single most important is advise on merchandise features.
How hard is the move from contact centre supervisor to after-sales service technician?
Its learning distance is 67.1 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.