Table 1Transition record

live chat operatortocall 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.

From live chat operator

28%

Overlap1

To call centre supervisor

9 Skills carried over

15 Required, not held

71.1 Difficulty2

adjacent 0–30

moderate 30–55

substantial 55–75

career change 75–100

this move, 71.1

This move: 71.1 of 100 · substantial

1 Share of the call centre supervisor role’s weighted skill requirement already met by the live chat operator 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 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.

Skill the target role also needs Area

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

Table 3 · What you would need to learn

The 24 missing skills fall into 7 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 5 required, 3 supplementary

required, not held manage ICT project required
required, not held analyse staff capacity required
required, not held forecast workload required
required, not held manage business knowledge required
required, not held perform project management required

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

02 information skills 4 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
required, not held supervise data entry required

optional, not held analyse call performance trends optional

03 communication, collaboration and creativity 2 required, 2 supplementary

required, not held present reports required
required, not held train employees required

optional, not held build rapport with people from different cultural backgrounds optional
optional, not held speak different languages optional

04 business, administration and law 2 required

required, not held call quality assurance management required
required, not held employment law required

05 assisting and caring 1 required, 2 supplementary

required, not held 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

06 information and communication technologies (icts) 1 required

required, not held call routing required

1 further area 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 9 skills that carry over

Skill Type

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

Skill to acquire Tier

07 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 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

Skill Type

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.

Skill to acquire Tier

required, not held call quality assurance management required
required, not held call routing required
required, not held employment law required
optional, not held teamwork principles optional

Index

Other moves recorded from live chat operator

Full index of moves from live chat operator

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.