Contact centre supervisor to call centre supervisor
A contact centre supervisor already meets 48% of what the call centre supervisor role asks for. The move turns on 10 required skills not yet in the profile.
54.7/ 100
1 How much of what a call centre supervisor 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 call centre supervisor role is recorded as needing, required and optional together. What these numbers mean.
Why this move works
A call centre supervisor role treats 11 of its required skills as things a contact centre supervisor already does. You would walk in with these on day one.
- analyse staff capacity
- call quality assurance management
- characteristics of products
- characteristics of services
- create solutions to problems
- forecast workload
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 14 skills that carry over, these are the ones fewest other occupations ask for. A call centre supervisor 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 measure call quality information skills
- already held call quality assurance management business, administration and law
- already held forecast workload management skills
- already held analyse staff capacity management skills
- already held perform data analysis working with computers
- already held characteristics of services business, administration and law
All 14 carried skills, including the 11 the call centre supervisor role treats as required.
Table 3 · What you may need to learn
The 19 missing skills fall into 7 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 maintain high quality of calls required
- still to learn interpret automatic call distribution data required
- still to learn supervise data entry required
- optional, not held analyse call performance trends optional
- still to learn manage ICT project required
- still to learn manage business knowledge required
- optional, not held tolerate stress optional
- still to learn call routing required
- still to learn call-centre technologies required
- still to learn secure sensitive customer's information required
- optional, not held abide by business ethical code of conducts optional
- optional, not held apply information security policies optional
- optional, not held provide customer follow-up services optional
- still to learn have computer literacy required
- optional, not held use customer relationship management software optional
- still to learn employment law required
1 further area in the appendix
Table 4 · Where to start
The 3 entries a call centre supervisor role is least likely to hire without. The ordering is computed from the skill data, not from what pays.
- 01 maintain high quality of calls practise this
- 02 manage ICT project practise this
- 03 secure sensitive customer's information 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 14 skills that carry over
- already held analyse staff capacity skill
- already held call quality assurance management knowledge
- already held characteristics of products knowledge
- already held characteristics of services knowledge
- already held create solutions to problems skill
- already held forecast workload skill
- already held measure call quality skill
- already held perform data analysis skill
- already held perform project management skill
- already held present reports skill
- already held train employees skill
- already held manage staff skill
- already held recruit employees skill
- already held teamwork principles knowledge
The 1 learning area not shown above
- optional, not held build rapport with people from different cultural backgrounds optional
- optional, not held adapt to changing situations optional
- optional, not held speak different languages optional
9 supplementary skills, helpful but not required
- optional, not held abide by business ethical code of conducts optional
- optional, not held apply information security policies optional
- optional, not held build rapport with people from different cultural backgrounds optional
- optional, not held tolerate stress optional
- optional, not held adapt to changing situations optional
- optional, not held analyse call performance trends optional
- optional, not held provide customer follow-up services optional
- optional, not held speak different languages optional
- optional, not held use customer relationship management software optional
19 held skills the call centre supervisor role does not ask for
- not needed by the target role analyse customer service surveys skill
- not needed by the target role contact customers skill
- 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 customer relationship management knowledge
- not needed by the target role customer service knowledge
- 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 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 liaise with managers skill
- not needed by the target role manage resources 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 respond to customers' inquiries skill
- not needed by the target role supervise work skill
3 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 call routing required
- still to learn call-centre technologies required
- still to learn employment law required
Common questions about this move
Can a contact centre supervisor become a call centre supervisor?
Yes, and it is a moderate move. A contact centre supervisor already covers 48% of what a call centre supervisor is expected to do: 14 skills carry over, 11 of which the call centre supervisor role treats as required.
What skills does a contact centre supervisor need to become a call centre supervisor?
10 required skills are missing, plus 9 optional ones. They fall into 7 areas of the ESCO skill hierarchy, led by information skills. The single most important is maintain high quality of calls.
How hard is the move from contact centre supervisor to call centre supervisor?
Its learning distance is 54.7 out of 100, which is the moderate 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.