Table 1Transition record

ICT help desk managertocall centre supervisor

A ICT help desk manager already meets 44% of what the call centre supervisor role asks for. The move turns on 11 required skills not yet in the profile.

From ICT help desk manager

44%

Overlap1

To call centre supervisor

13 Skills carried over

11 Required, not held

58 Difficulty2

adjacent 0–30

moderate 30–55

substantial 55–75

career change 75–100

this move, 58

This move: 58 of 100 · substantial

1 Share of the call centre supervisor role’s weighted skill requirement already met by the ICT help desk manager 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.

Table 2

Table 2 · What you already bring

Of the 13 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 ICT help desk manager background worth leading with.

Skill the target role also needs Area

already held supervise data entry information skills
already held secure sensitive customer's information assisting and caring
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 use customer relationship management software working with computers

All 13 carried skills, including the 10 the call centre supervisor role treats as required.

Table 3

Table 3 · What you would need to learn

The 20 missing skills fall into 8 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 information skills 3 required, 1 supplementary

required, not held maintain high quality of calls required
required, not held measure call quality required
required, not held interpret automatic call distribution data required

optional, not held analyse call performance trends optional

02 management skills 2 required, 2 supplementary

required, not held manage ICT project required
required, not held manage business knowledge required

optional, not held tolerate stress optional
optional, not held recruit employees optional

03 information and communication technologies (icts) 2 required

required, not held call routing required
required, not held call-centre technologies required

04 working with computers 2 required

required, not held have computer literacy required
required, not held perform data analysis required

05 communication, collaboration and creativity 1 required, 3 supplementary

required, not held present reports required

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

06 business, administration and law 1 required

required, not held employment law required

2 further areas in the appendix

Table 4

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.

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

Appendix

Appendix · The rest of the record

All 13 skills that carry over

Skill Type

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 perform project management skill
already held secure sensitive customer's information skill
already held supervise data entry skill
already held train employees skill
already held manage staff skill
already held provide customer follow-up services skill
already held use customer relationship management software skill

The 2 learning areas not shown above

Skill to acquire Tier

07 assisting and caring 2 supplementary

optional, not held abide by business ethical code of conducts optional
optional, not held apply information security policies optional

08 generic programmes and qualifications 1 supplementary

optional, not held teamwork principles optional

9 supplementary skills, helpful but not required

Skill to acquire Tier

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 recruit employees optional
optional, not held speak different languages optional
optional, not held teamwork principles optional

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

Skill Type

not needed by the target role ICT help platforms knowledge
not needed by the target role ICT market knowledge
not needed by the target role ICT process quality models knowledge
not needed by the target role ICT quality policy knowledge
not needed by the target role coach employees skill
not needed by the target role communicate with customers skill
not needed by the target role educate on data confidentiality skill
not needed by the target role keep up to date on product knowledge skill
not needed by the target role manage schedule of tasks skill
not needed by the target role organisational structure knowledge
not needed by the target role prioritise requests skill
not needed by the target role product comprehension knowledge
not needed by the target role provide ICT support skill
not needed by the target role use ICT hardware skill
not needed by the target role use ICT ticketing system 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 call routing required
required, not held call-centre technologies required
required, not held employment law required
optional, not held teamwork principles optional

Index

Other moves recorded from ICT help desk manager

Full index of moves from ICT help desk manager

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.