Table 1Transition record

contact centre supervisortocall centre manager

A contact centre supervisor already meets 39% of what the call centre manager role asks for. The move turns on 16 required skills not yet in the profile.

From contact centre supervisor

39%

Overlap1

To call centre manager

18 Skills carried over

16 Required, not held

67.9 Difficulty2

Career overlap Distant match

39%

Learning distance Substantial retraining

67.9/ 100

Easy adjacentmoderatesubstantialcareer change Hard

1 Share of the call centre manager role’s weighted skill requirement already met by the contact centre supervisor 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 supervisor already does. These are the ones it depends on most.

analyse staff capacity
coordinate operational activities
create a work atmosphere of continuous improvement
create solutions to problems
customer relationship management
customer service

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 18 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 supervisor background worth leading with.

Skill the target role also needs Area

already held call quality assurance management business, administration and law
already held analyse customer service surveys information skills
already held analyse staff capacity management skills
already held create a work atmosphere of continuous improvement management skills
already held coordinate operational activities management skills
already held customer relationship management business, administration and law

All 18 carried skills, including the 12 the call centre manager role treats as required.

Table 3

Table 3 · What you would need to learn

The 34 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, 2 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
optional, not held plan health and safety procedures optional

02 business, administration and law 3 required, 6 supplementary

required, not held corporate social responsibility 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 accounting techniques optional
optional, not held business analysis optional
optional, not held social media marketing techniques optional
optional, not held subsidiary operations optional

03 information skills 3 required, 3 supplementary

required, not held analyse call centre activities required
required, not held assess the feasibility of implementing developments 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
optional, not held perform risk analysis optional

04 communication, collaboration and creativity 2 required, 6 supplementary

required, not held identify customer's needs required
required, not held report on overall management of a business required

optional, not held deliver a sales pitch optional
optional, not held teach customer service techniques optional
optional, not held establish communication with foreign cultures optional
optional, not held manage contracts optional
optional, not held persuade clients with alternatives optional
optional, not held teach marketing principles 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 18 skills that carry over

Skill Type

already held analyse staff capacity skill
already held coordinate operational activities skill
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 customer service knowledge
already held follow company standards skill
already held liaise with managers skill
already held manage staff skill
already held measure customer feedback skill
already held present reports skill
already held supervise work skill
already held analyse customer service surveys skill
already held call quality assurance management knowledge
already held e-commerce systems knowledge
already held monitor customer service skill
already held recruit employees skill
already held train employees skill

18 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 teach customer service techniques optional
optional, not held accounting techniques optional
optional, not held analyse call performance trends optional
optional, not held business analysis 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 manage contracts optional
optional, not held perform market research optional
optional, not held perform risk analysis optional
optional, not held persuade clients with alternatives optional
optional, not held plan health and safety procedures optional
optional, not held social media marketing techniques optional
optional, not held subsidiary operations optional
optional, not held teach marketing principles optional

15 held skills the call centre manager role does not ask for

Skill Type

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 fix meetings 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 keep records of customer interaction skill
not needed by the target role manage resources skill
not needed by the target role measure call quality 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 respond to customers' inquiries skill
not needed by the target role teamwork principles knowledge

13 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 corporate social responsibility 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 accounting techniques optional
optional, not held business analysis optional
optional, not held call routing optional
optional, not held social media marketing techniques optional
optional, not held subsidiary operations optional

Index

Other moves recorded from contact centre supervisor

Full index of moves from contact centre supervisor

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.