Career Overlap Transition record Edition 1 · ESCO v1.2.1
Table 1Transition record

passport officertocall centre agent

A passport officer already meets 18% of what the call centre agent role asks for. The move turns on 13 required skills not yet in the profile.

From passport officer
18%
Overlap1
To call centre agent
4 Skills carried over
13 Required, not held
77.2 Difficulty2
Career overlap Distant match

18%

Learning distance A rebuild

77.2/ 100

1 Share of the call centre agent role’s weighted skill requirement already met by the passport officer 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.

Why

Why this move works

A call centre agent role treats 4 of its required skills as things a passport officer already does. These are the ones it depends on most.

  • create solutions to problems
  • keep task records
  • listen actively
  • tolerate stress

What stands in the way is 13 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 4 skills that carry over, these are the ones fewest other occupations ask for. A call centre agent role needs them, and most people applying for one will not have them already. This is the part of a passport officer background worth leading with.

Skill the target role also needs Area
  • already held keep task records information skills
  • already held tolerate stress management skills
  • already held listen actively communication, collaboration and creativity
  • already held create solutions to problems communication, collaboration and creativity

All 4 carried skills, including the 4 the call centre agent role treats as required.

Table 3

Table 3 · What you would need to learn

The 28 missing skills fall into 9 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 communication, collaboration and creativity 4 required, 4 supplementary
  • required, not held adapt to changing situations required
  • required, not held communicate by telephone required
  • required, not held present reports required
  • required, not held speak different languages required
  • optional, not held educate on data confidentiality optional
  • optional, not held handle helpdesk problems optional
  • optional, not held perform escalation procedure optional
  • optional, not held think proactively optional
02 working with computers 2 required, 2 supplementary
  • required, not held have computer literacy required
  • required, not held use customer relationship management software required
  • optional, not held perform data analysis optional
  • optional, not held provide ICT support optional
03 business, administration and law 2 required, 1 supplementary
  • required, not held characteristics of services required
  • required, not held credit card payments required
  • optional, not held e-procurement optional
04 information skills 2 required
  • required, not held handle tasks independently required
  • required, not held process data required
05 assisting and caring 1 required, 3 supplementary
  • required, not held guarantee customer satisfaction required
  • optional, not held apply operations for an ITIL-based environment optional
  • optional, not held answer incoming calls optional
  • optional, not held provide customer follow-up services optional
06 management skills 1 required, 1 supplementary
  • required, not held perform multiple tasks at the same time required
  • optional, not held prioritise requests optional

3 further areas in the appendix

Table 4

Table 4 · Where to start

The 3 entries a call centre agent 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 4 skills that carry over
Skill Type
  • already held create solutions to problems skill
  • already held keep task records skill
  • already held listen actively skill
  • already held tolerate stress skill
The 3 learning areas not shown above
Skill to acquire Tier
07 engineering, manufacturing and construction 1 required
  • required, not held characteristics of products required
08 generic programmes and qualifications 2 supplementary
  • optional, not held communication principles optional
  • optional, not held teamwork principles optional
09 information and communication technologies (icts) 2 supplementary
  • optional, not held e-commerce systems optional
  • optional, not held knowledge base optional
15 supplementary skills, helpful but not required
Skill to acquire Tier
  • optional, not held apply operations for an ITIL-based environment optional
  • optional, not held e-commerce systems optional
  • optional, not held e-procurement optional
  • optional, not held answer incoming calls optional
  • optional, not held communication principles optional
  • optional, not held educate on data confidentiality optional
  • optional, not held handle helpdesk problems optional
  • optional, not held knowledge base optional
  • optional, not held perform data analysis optional
  • optional, not held perform escalation procedure optional
  • optional, not held prioritise requests optional
  • optional, not held provide ICT support optional
  • optional, not held provide customer follow-up services optional
  • optional, not held teamwork principles optional
  • optional, not held think proactively optional
14 held skills the call centre agent role does not ask for
Skill Type
  • not needed by the target role check official documents skill
  • not needed by the target role comply with legal regulations skill
  • not needed by the target role ensure proper document management skill
  • not needed by the target role fraud detection knowledge
  • not needed by the target role keep records of passports skill
  • not needed by the target role liaise with colleagues skill
  • not needed by the target role monitor customer service skill
  • not needed by the target role process applications skill
  • not needed by the target role protect personal data and privacy skill
  • not needed by the target role respond to enquiries skill
  • not needed by the target role use an application-specific interface skill
  • not needed by the target role use communication techniques skill
  • not needed by the target role use different communication channels skill
  • not needed by the target role use microsoft office skill
8 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 characteristics of products required
  • required, not held characteristics of services required
  • required, not held credit card payments required
  • optional, not held e-commerce systems optional
  • optional, not held e-procurement optional
  • optional, not held communication principles optional
  • optional, not held knowledge base optional
  • optional, not held teamwork principles optional
Index

Other moves recorded from passport officer

Full index of moves from passport officer

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.