Live chat operator to call centre supervisor
A live chat operator already meets 28% of what the call centre supervisor role asks for. The move turns on 15 required skills not yet in the profile.
71.1/ 100
1 How much of what a call centre supervisor is expected to do is already part of a live chat operator’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 6 of its required skills as things a live chat operator already does. You would walk in with these on day one.
- call-centre technologies
- characteristics of products
- characteristics of services
- create solutions to problems
- have computer literacy
- perform data analysis
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 9 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 live chat operator background worth leading with.
- already held call-centre technologies information and communication technologies (icts)
- already held use customer relationship management software working with computers
- already held adapt to changing situations communication, collaboration and creativity
- already held perform data analysis working with computers
- already held characteristics of services business, administration and law
- already held characteristics of products engineering, manufacturing and construction
All 9 carried skills, including the 6 the call centre supervisor role treats as required.
Table 3 · What you may need to learn
The 24 missing skills fall into 7 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 manage ICT project required
- still to learn analyse staff capacity required
- still to learn forecast workload required
- still to learn manage business knowledge required
- still to learn perform project management required
- optional, not held tolerate stress optional
- optional, not held manage staff optional
- optional, not held recruit employees optional
- 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
- still to learn supervise data entry required
- optional, not held analyse call performance trends optional
- still to learn present reports required
- still to learn train employees required
- optional, not held build rapport with people from different cultural backgrounds optional
- optional, not held speak different languages optional
- still to learn call quality assurance management required
- still to learn employment law required
- still to learn secure sensitive customer's information required
- optional, not held abide by business ethical code of conducts optional
- optional, not held apply information security policies optional
- still to learn call routing required
1 further area 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 9 skills that carry over
- already held call-centre technologies knowledge
- already held characteristics of products knowledge
- already held characteristics of services knowledge
- already held create solutions to problems skill
- already held have computer literacy skill
- already held perform data analysis skill
- already held adapt to changing situations skill
- already held provide customer follow-up services skill
- already held use customer relationship management software skill
The 1 learning area not shown above
- 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 analyse call performance trends optional
- optional, not held manage staff optional
- optional, not held recruit employees optional
- optional, not held speak different languages optional
- optional, not held teamwork principles optional
26 held skills the call centre supervisor role does not ask for
- not needed by the target role answer incoming calls skill
- not needed by the target role carry out active selling skill
- not needed by the target role communication principles knowledge
- not needed by the target role discern written communication skill
- not needed by the target role e-commerce systems knowledge
- not needed by the target role e-procurement knowledge
- not needed by the target role exercise patience skill
- not needed by the target role guarantee customer satisfaction skill
- not needed by the target role handle helpdesk problems skill
- not needed by the target role handle tasks independently skill
- not needed by the target role information confidentiality knowledge
- not needed by the target role keep task records skill
- not needed by the target role knowledge base knowledge
- not needed by the target role perform escalation procedure skill
- not needed by the target role perform multiple tasks at the same time skill
- not needed by the target role persuade clients with alternatives skill
- not needed by the target role prioritise requests skill
- not needed by the target role process data skill
- not needed by the target role respond to inquiries in written form skill
- not needed by the target role sales argumentation knowledge
- not needed by the target role type at speed skill
- not needed by the target role use communication devices skill
- not needed by the target role use communication techniques skill
- not needed by the target role use internet chat skill
- not needed by the target role utilise cross-selling skill
- not needed by the target role work with e-services available to citizens 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 quality assurance management required
- still to learn call routing required
- still to learn employment law required
- optional, not held teamwork principles optional
Common questions about this move
Can a live chat operator become a call centre supervisor?
Yes, and it is a substantial move. A live chat operator already covers 28% of what a call centre supervisor is expected to do: 9 skills carry over, 6 of which the call centre supervisor role treats as required.
What skills does a live chat operator need to become a call centre supervisor?
15 required skills are missing, plus 9 optional ones. They fall into 7 areas of the ESCO skill hierarchy, led by management skills. The single most important is maintain high quality of calls.
How hard is the move from live chat operator to call centre supervisor?
Its learning distance is 71.1 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.