Table 1Transition record

predictive maintenance experttocall centre analyst

A predictive maintenance expert already meets 16% of what the call centre analyst role asks for. The move turns on 17 required skills not yet in the profile.

From predictive maintenance expert

16%

Overlap1

To call centre analyst

5 Skills carried over

17 Required, not held

78.5 Difficulty2

adjacent 0–30

moderate 30–55

substantial 55–75

career change 75–100

this move, 78.5

This move: 78.5 of 100 · career change

1 Share of the call centre analyst role’s weighted skill requirement already met by the predictive maintenance expert 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 5 skills that carry over, these are the ones fewest other occupations ask for. A call centre analyst role needs them, and most people applying for one will not have them already. This is the part of a predictive maintenance expert background worth leading with.

Skill the target role also needs Area

already held gather data information skills
already held deliver visual presentation of data communication, collaboration and creativity
already held apply information security policies assisting and caring
already held apply statistical analysis techniques information skills
already held perform data analysis working with computers

All 5 carried skills, including the 3 the call centre analyst role treats as required.

Table 3

Table 3 · What you would need to learn

The 24 missing skills fall into 8 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 information skills 8 required, 1 supplementary

required, not held complete evaluation forms of calls required
required, not held analyse call centre activities required
required, not held analyse call performance trends required
required, not held apply numeracy skills required
required, not held carry out statistical forecasts required
required, not held inspect data required
required, not held report call errors required
required, not held run simulations required

optional, not held report accounts of the professional activity optional

02 communication, collaboration and creativity 3 required, 1 supplementary

required, not held create solutions to problems required
required, not held train staff on call quality assurance required
required, not held write work-related reports required

optional, not held speak different languages optional

03 information and communication technologies (icts) 2 required, 1 supplementary

required, not held call routing required
required, not held call-centre technologies required

optional, not held information confidentiality optional

04 working with computers 1 required, 2 supplementary

required, not held have computer literacy required

optional, not held use databases optional
optional, not held use spreadsheets software optional

05 assisting and caring 1 required, 1 supplementary

required, not held comply with legal regulations required

optional, not held ensure compliance with company regulations optional

06 business, administration and law 1 required

required, not held call quality assurance management required

2 further areas in the appendix

Table 4

Table 4 · Where to start

The 3 entries a call centre analyst 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 5 skills that carry over

Skill Type

already held apply statistical analysis techniques skill
already held gather data skill
already held perform data analysis skill
already held apply information security policies skill
already held deliver visual presentation of data skill

The 2 learning areas not shown above

Skill to acquire Tier

07 management skills 1 required

required, not held provide objective assessments of calls required

08 generic programmes and qualifications 1 supplementary

optional, not held teamwork principles optional

7 supplementary skills, helpful but not required

Skill to acquire Tier

optional, not held information confidentiality optional
optional, not held report accounts of the professional activity optional
optional, not held ensure compliance with company regulations optional
optional, not held speak different languages optional
optional, not held teamwork principles optional
optional, not held use databases optional
optional, not held use spreadsheets software optional

20 held skills the call centre analyst role does not ask for

Skill Type

not needed by the target role ICT networking hardware knowledge
not needed by the target role advise on equipment maintenance skill
not needed by the target role analyse big data skill
not needed by the target role automotive diagnostic equipment knowledge
not needed by the target role automotive engineering skill
not needed by the target role computer programming knowledge
not needed by the target role computer simulation knowledge
not needed by the target role design sensors skill
not needed by the target role develop data processing applications skill
not needed by the target role electrical engineering knowledge
not needed by the target role electricity knowledge
not needed by the target role electronics knowledge
not needed by the target role ensure equipment maintenance skill
not needed by the target role manage data skill
not needed by the target role mathematics knowledge
not needed by the target role model sensor skill
not needed by the target role predictive maintenance knowledge
not needed by the target role statistics knowledge
not needed by the target role test sensors skill
not needed by the target role use automotive diagnostic equipment 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 acquire Tier

required, not held call quality assurance management required
required, not held call routing required
required, not held call-centre technologies required
optional, not held information confidentiality optional
optional, not held teamwork principles optional

Index

Other moves recorded from predictive maintenance expert

Full index of moves from predictive maintenance expert

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.