Customer contact centre information clerk to contact centre manager
A customer contact centre information clerk already meets 23% of what the contact centre manager role asks for. The move turns on 15 required skills not yet in the profile.
74.9/ 100
1 How much of what a contact centre manager is expected to do is already part of a customer contact centre information clerk’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 4 of its required skills as things a customer contact centre information clerk already does. You would walk in with these on day one.
- characteristics of products
- characteristics of services
- customer relationship management
- measure customer feedback
What stands in the way is 15 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 10 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 customer contact centre information clerk background worth leading with.
- already held handle helpdesk problems communication, collaboration and creativity
- already held customer insight business, administration and law
- already held knowledge base information and communication technologies (icts)
- already held perform customer management assisting and caring
- already held contact customers communication, collaboration and creativity
- already held keep records of customer interaction information skills
All 10 carried skills, including the 4 the contact centre manager role treats as required.
Table 3 · What you may need to learn
The 31 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 staff capacity required
- still to learn coordinate operational activities required
- still to learn create a work atmosphere of continuous improvement required
- still to learn fix meetings required
- still to learn manage resources required
- still to learn manage staff required
- still to learn motivate employees required
- still to learn supervise work required
- optional, not held manage customer service optional
- optional, not held discharge employees optional
- optional, not held manage budgets optional
- optional, not held monitor customer service optional
- optional, not held plan health and safety procedures optional
- optional, not held recruit employees optional
- 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 analyse customer service surveys optional
- optional, not held oversee record management optional
- optional, not held perform risk analysis optional
- still to learn create solutions to problems required
- still to learn present reports required
- optional, not held teach customer service techniques optional
- optional, not held handle customer complaints optional
- optional, not held manage contracts optional
- optional, not held train employees optional
- still to learn corporate social responsibility required
- optional, not held accounting techniques optional
- optional, not held social media marketing techniques optional
- still to learn follow company standards required
- optional, not held e-commerce systems 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 10 skills that carry over
- already held characteristics of products knowledge
- already held characteristics of services knowledge
- already held customer relationship management knowledge
- already held measure customer feedback skill
- already held contact customers skill
- already held customer insight knowledge
- already held handle helpdesk problems skill
- already held keep records of customer interaction skill
- already held knowledge base knowledge
- already held perform customer management skill
16 supplementary skills, helpful but not required
- optional, not held e-commerce systems 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 analyse customer service surveys optional
- optional, not held discharge employees optional
- optional, not held handle customer complaints optional
- optional, not held manage budgets optional
- optional, not held manage contracts optional
- optional, not held monitor customer service optional
- optional, not held oversee record management optional
- optional, not held perform risk analysis optional
- optional, not held plan health and safety procedures optional
- optional, not held recruit employees optional
- optional, not held social media marketing techniques optional
- optional, not held train employees optional
22 held skills the contact centre manager role does not ask for
- not needed by the target role analyse call performance trends skill
- not needed by the target role answer incoming calls skill
- not needed by the target role assist customers skill
- not needed by the target role call-centre technologies knowledge
- not needed by the target role carry out active selling skill
- not needed by the target role collect customer data skill
- not needed by the target role communicate by telephone skill
- not needed by the target role communicate with customers skill
- not needed by the target role customer service knowledge
- not needed by the target role discern written communication skill
- not needed by the target role draft corporate emails skill
- not needed by the target role establish customer rapport skill
- not needed by the target role follow up orders for customers skill
- not needed by the target role guarantee customer satisfaction skill
- not needed by the target role improve customer interaction skill
- not needed by the target role notify customers on special offers skill
- not needed by the target role prepare correspondence for customers skill
- not needed by the target role process payments skill
- not needed by the target role provide customer follow-up skill
- not needed by the target role provide customers with order information skill
- not needed by the target role provide customers with price information skill
- not needed by the target role use databases skill
4 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 e-commerce systems optional
- optional, not held accounting techniques optional
- optional, not held social media marketing techniques optional
Other moves recorded from customer contact centre information clerk
- post office counter clerk 38% covered · substantial
- after-sales service technician 36% covered · substantial
- ICT help desk agent 25% covered · substantial
- live chat operator 25% covered · substantial
Full index of moves from customer contact centre information clerk
Common questions about this move
Can a customer contact centre information clerk become a contact centre manager?
Yes, and it is a substantial move. A customer contact centre information clerk already covers 23% of what a contact centre manager is expected to do: 10 skills carry over, 4 of which the contact centre manager role treats as required.
What skills does a customer contact centre information clerk need to become a contact centre manager?
15 required skills are missing, plus 16 optional ones. They fall into 6 areas of the ESCO skill hierarchy, led by management skills. The single most important is corporate social responsibility.
How hard is the move from customer contact centre information clerk to contact centre manager?
Its learning distance is 74.9 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.