ICT help desk manager to call centre supervisor
An 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.
58/ 100
1 How much of what a call centre supervisor is expected to do is already part of an ICT help desk manager’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 10 of its required skills as things an ICT help desk manager 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 11 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 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 an ICT help desk manager background worth leading with.
- 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 · What you may need to learn
The 20 missing skills fall into 8 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 measure call quality required
- still to learn interpret automatic call distribution data 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
- optional, not held recruit employees optional
- still to learn call routing required
- still to learn call-centre technologies required
- still to learn have computer literacy required
- still to learn perform data analysis required
- still to learn 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
- still to learn employment law required
2 further areas 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 measure call quality 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 13 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 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
- optional, not held abide by business ethical code of conducts optional
- optional, not held apply information security policies optional
- optional, not held teamwork principles 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 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
- 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.
- still to learn call routing required
- still to learn call-centre technologies required
- still to learn employment law required
- optional, not held teamwork principles optional
Common questions about this move
Can an ICT help desk manager become a call centre supervisor?
Yes, and it is a substantial move. An ICT help desk manager already covers 44% of what a call centre supervisor is expected to do: 13 skills carry over, 10 of which the call centre supervisor role treats as required.
What skills does an ICT help desk manager need to become a call centre supervisor?
11 required skills are missing, plus 9 optional ones. They fall into 8 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 ICT help desk manager to call centre supervisor?
Its learning distance is 58 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.