Contact centre supervisor to contact centre manager
A contact centre supervisor already meets 68% of what the contact centre manager role asks for. The move turns on 4 required skills not yet in the profile.
36.1/ 100
1 How much of what a contact centre manager 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 contact centre manager role is recorded as needing, required and optional together. What these numbers mean.
Why this move works
A contact centre manager role treats 15 of its required skills as things a contact centre supervisor already does. You would walk in with these on day one.
- analyse staff capacity
- characteristics of products
- characteristics of services
- coordinate operational activities
- create a work atmosphere of continuous improvement
- create solutions to problems
What stands in the way is 4 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 24 skills that carry over, these are the ones fewest other occupations ask for. A contact 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.
- already held handle helpdesk problems communication, collaboration and creativity
- already held motivate employees management skills
- already held analyse customer service surveys information skills
- already held manage resources management skills
- already held analyse staff capacity management skills
- already held create a work atmosphere of continuous improvement management skills
All 24 carried skills, including the 15 the contact centre manager role treats as required.
Table 3 · What you may need to learn
The 17 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 analyse business plans required
- still to learn analyse business processes required
- still to learn assess the feasibility of implementing developments required
- optional, not held oversee record management optional
- optional, not held perform risk analysis optional
- still to learn corporate social responsibility required
- optional, not held customer insight optional
- optional, not held accounting techniques optional
- optional, not held social media marketing techniques optional
- optional, not held manage customer service optional
- optional, not held discharge employees optional
- optional, not held manage budgets optional
- optional, not held plan health and safety procedures optional
- optional, not held teach customer service techniques optional
- optional, not held manage contracts optional
- optional, not held perform customer management optional
- optional, not held knowledge base optional
Table 4 · Where to start
The 3 entries a contact centre manager role is least likely to hire without. The ordering is computed from the skill data, not from what pays.
- 01 corporate social responsibility study this
- 02 analyse business plans practise this
- 03 analyse business processes 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 24 skills that carry over
- already held analyse staff capacity skill
- already held characteristics of products knowledge
- already held characteristics of services knowledge
- 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 fix meetings skill
- already held follow company standards skill
- already held manage resources skill
- already held manage staff skill
- already held measure customer feedback skill
- already held motivate employees skill
- already held present reports skill
- already held supervise work skill
- already held analyse customer service surveys skill
- already held contact customers skill
- already held e-commerce systems knowledge
- already held handle customer complaints skill
- already held handle helpdesk problems skill
- already held keep records of customer interaction skill
- already held monitor customer service skill
- already held recruit employees skill
- already held train employees skill
13 supplementary skills, helpful but not required
- optional, not held customer insight optional
- optional, not held manage customer service optional
- optional, not held teach customer service techniques optional
- optional, not held accounting techniques optional
- optional, not held discharge employees optional
- optional, not held knowledge base optional
- optional, not held manage budgets optional
- optional, not held manage contracts optional
- optional, not held oversee record management optional
- optional, not held perform customer management optional
- optional, not held perform risk analysis optional
- optional, not held plan health and safety procedures optional
- optional, not held social media marketing techniques optional
9 held skills the contact centre manager role does not ask for
- not needed by the target role call quality assurance management knowledge
- not needed by the target role customer service knowledge
- not needed by the target role forecast workload skill
- not needed by the target role liaise with managers skill
- not needed by the target role measure call quality 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
5 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 corporate social responsibility required
- optional, not held customer insight optional
- optional, not held accounting techniques optional
- optional, not held knowledge base optional
- optional, not held social media marketing techniques optional
Common questions about this move
Can a contact centre supervisor become a contact centre manager?
Yes, and it is a moderate move. A contact centre supervisor already covers 68% of what a contact centre manager is expected to do: 24 skills carry over, 15 of which the contact centre manager role treats as required.
What skills does a contact centre supervisor need to become a contact centre manager?
4 required skills are missing, plus 13 optional ones. They fall into 6 areas of the ESCO skill hierarchy, led by information skills. The single most important is corporate social responsibility.
How hard is the move from contact centre supervisor to contact centre manager?
Its learning distance is 36.1 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.