RecordMove

Laundry and dry cleaning manager to contact centre supervisor

A laundry and dry cleaning manager already meets 40% of what the contact centre supervisor role asks for. The move turns on 9 required skills not yet in the profile.

Fig. 1 · Skill transfer ESCO v1.2.1 · directional

From laundry and dry cleaning manager

Partial match

To contact centre supervisor

11 You already bring

9 Still to learn

33 Skills in the target role2

Learning distance Substantial retraining

59.2/ 100

adjacentmoderatesubstantialcareer change

1 How much of what a contact centre supervisor is expected to do is already part of a laundry and dry cleaning 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 contact centre supervisor role is recorded as needing, required and optional together. What these numbers mean.

Why

Why this move works

A contact centre supervisor role treats 8 of its required skills as things a laundry and dry cleaning manager already does. You would walk in with these on day one.

create solutions to problems
customer relationship management
fix meetings
follow company standards
liaise with managers
manage staff

What stands in the way is 9 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 11 skills that carry over, these are the ones fewest other occupations ask for. A contact centre supervisor role needs them, and most people applying for one will not have them already. This is the part of a laundry and dry cleaning manager background worth leading with.

Skill the target role also needs Area

already held customer relationship management business, administration and law
already held fix meetings management skills
already held supervise work management skills
already held monitor customer service management skills
already held follow company standards assisting and caring
already held handle customer complaints communication, collaboration and creativity

All 11 carried skills, including the 8 the contact centre supervisor role treats as required.

Table 3

Table 3 · What you may need to learn

The 22 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.

Skill to pick up Tier

01 management skills 4 required, 4 supplementary

still to learn analyse staff capacity required
still to learn forecast workload required
still to learn motivate employees required
still to learn perform project management required

optional, not held coordinate operational activities optional
optional, not held create a work atmosphere of continuous improvement optional
optional, not held manage resources optional
optional, not held recruit employees optional

02 business, administration and law 2 required

still to learn characteristics of services required
still to learn call quality assurance management required

03 communication, collaboration and creativity 1 required, 3 supplementary

still to learn present reports required

optional, not held contact customers optional
optional, not held handle helpdesk problems optional
optional, not held respond to customers' inquiries optional

04 engineering, manufacturing and construction 1 required

still to learn characteristics of products required

05 working with computers 1 required

still to learn perform data analysis required

06 information skills 4 supplementary

optional, not held measure call quality optional
optional, not held analyse customer service surveys optional
optional, not held keep records of customer interaction optional
optional, not held measure customer feedback optional

2 further areas in the appendix

Table 4

Table 4 · Where to start

The 3 entries a contact 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 11 skills that carry over

Skill Type

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 liaise with managers skill
already held manage staff skill
already held supervise work skill
already held train employees skill
already held customer service knowledge
already held handle customer complaints skill
already held monitor customer service skill

The 2 learning areas not shown above

Skill to pick up Tier

07 generic programmes and qualifications 1 supplementary

optional, not held teamwork principles optional

08 information and communication technologies (icts) 1 supplementary

optional, not held e-commerce systems optional

13 supplementary skills, helpful but not required

Skill to pick up Tier

optional, not held contact customers optional
optional, not held e-commerce systems optional
optional, not held measure call quality optional
optional, not held analyse customer service surveys optional
optional, not held coordinate operational activities optional
optional, not held create a work atmosphere of continuous improvement optional
optional, not held handle helpdesk problems optional
optional, not held keep records of customer interaction optional
optional, not held manage resources optional
optional, not held measure customer feedback optional
optional, not held recruit employees optional
optional, not held respond to customers' inquiries optional
optional, not held teamwork principles optional

34 held skills the contact centre supervisor role does not ask for

Skill Type

not needed by the target role adjust production schedule skill
not needed by the target role analyse goal progress skill
not needed by the target role cleaning industry health and safety measures knowledge
not needed by the target role collaborate in company's daily operations skill
not needed by the target role collect items for laundry service skill
not needed by the target role communication principles knowledge
not needed by the target role corporate social responsibility knowledge
not needed by the target role discharge employees skill
not needed by the target role ensure equipment maintenance skill
not needed by the target role evaluate employees skill
not needed by the target role identify customer's needs skill
not needed by the target role implement marketing strategies skill
not needed by the target role inspect dry cleaning materials skill
not needed by the target role maintain customer service skill
not needed by the target role maintain relationship with customers skill
not needed by the target role manage a team skill
not needed by the target role manage budgets skill
not needed by the target role manage health and safety standards skill
not needed by the target role manage inventory skill
not needed by the target role manage payroll reports skill
not needed by the target role manage profitability skill
not needed by the target role manage teamwork skill
not needed by the target role manage workflow processes skill
not needed by the target role order supplies skill
not needed by the target role organisational policies knowledge
not needed by the target role oversee guest laundry service skill
not needed by the target role oversee quality control skill
not needed by the target role plan health and safety procedures skill
not needed by the target role plan shifts of employees skill
not needed by the target role product comprehension knowledge
not needed by the target role quality standards knowledge
not needed by the target role read care labels skill
not needed by the target role supervise the management of an establishment skill
not needed by the target role use solvents skill

5 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 pick up Tier

still to learn characteristics of products required
still to learn characteristics of services required
still to learn call quality assurance management required
optional, not held e-commerce systems optional
optional, not held teamwork principles optional

Index

Other moves recorded from laundry and dry cleaning manager

Full index of moves from laundry and dry cleaning manager

FAQ

Common questions about this move

Can a laundry and dry cleaning manager become a contact centre supervisor?

Yes, and it is a substantial move. A laundry and dry cleaning manager already covers 40% of what a contact centre supervisor is expected to do: 11 skills carry over, 8 of which the contact centre supervisor role treats as required.

What skills does a laundry and dry cleaning manager need to become a contact centre supervisor?

9 required skills are missing, plus 13 optional ones. They fall into 8 areas of the ESCO skill hierarchy, led by management skills. The single most important is characteristics of products.

How hard is the move from laundry and dry cleaning manager to contact centre supervisor?

Its learning distance is 59.2 out of 100, which is the substantial band. That accounts for both how much is missing and how specialised those skills are.

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.