Career Overlap Transition record Edition 1 · ESCO v1.2.1
Table 1Transition record

customer contact centre information clerktocontact 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.

From customer contact centre information clerk
23%
Overlap1
To contact centre manager
10 Skills carried over
15 Required, not held
74.9 Difficulty2
Career overlap Distant match

23%

Learning distance Substantial retraining

74.9/ 100

1 Share of the contact centre manager role’s weighted skill requirement already met by the customer contact centre information clerk 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 contact centre manager role treats 4 of its required skills as things a customer contact centre information clerk already does. These are the ones it depends on most.

  • 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

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.

Skill the target role also needs Area
  • 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

Table 3 · What you would need to learn

The 31 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 8 required, 6 supplementary
  • required, not held analyse staff capacity required
  • required, not held coordinate operational activities required
  • required, not held create a work atmosphere of continuous improvement required
  • required, not held fix meetings required
  • required, not held manage resources required
  • required, not held manage staff required
  • required, not held motivate employees required
  • required, not held 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
02 information skills 3 required, 3 supplementary
  • required, not held analyse business plans required
  • required, not held analyse business processes required
  • required, not held 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
03 communication, collaboration and creativity 2 required, 4 supplementary
  • required, not held create solutions to problems required
  • required, not held 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
04 business, administration and law 1 required, 2 supplementary
  • required, not held corporate social responsibility required
  • optional, not held accounting techniques optional
  • optional, not held social media marketing techniques optional
05 assisting and caring 1 required
  • required, not held follow company standards required
06 information and communication technologies (icts) 1 supplementary
  • optional, not held e-commerce systems optional
Table 4

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.

Each entry opens a course search for that skill. Career Overlap earns nothing from these links.

Appendix

Appendix · The rest of the record

All 10 skills that carry over
Skill Type
  • 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
Skill to acquire Tier
  • 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
Skill Type
  • 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.

Skill to acquire Tier
  • required, not held 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
Index

Other moves recorded from customer contact centre information clerk

Full index of moves from customer contact centre information clerk

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.