Table 1Transition record

rental managertocall centre supervisor

A rental manager already meets 25% of what the call centre supervisor role asks for. The move turns on 16 required skills not yet in the profile.

From rental manager

25%

Overlap1

To call centre supervisor

9 Skills carried over

16 Required, not held

73.6 Difficulty2

adjacent 0–30

moderate 30–55

substantial 55–75

career change 75–100

this move, 73.6

This move: 73.6 of 100 · substantial

1 Share of the call centre supervisor role’s weighted skill requirement already met by the rental manager 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 rental manager background worth leading with.

Skill the target role also needs Area

already held build rapport with people from different cultural backgrounds communication, collaboration and creativity
already held teamwork principles generic programmes and qualifications
already held employment law business, administration and law
already held present reports communication, collaboration and creativity
already held train employees communication, collaboration and creativity
already held speak different languages communication, collaboration and creativity

All 9 carried skills, including the 5 the call centre supervisor 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 management skills 5 required, 2 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 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 business, administration and law 2 required

required, not held characteristics of services required
required, not held call quality assurance management required

04 information and communication technologies (icts) 2 required

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

05 assisting and caring 1 required, 3 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
optional, not held provide customer follow-up services optional

06 working with computers 1 required, 1 supplementary

required, not held perform data analysis required

optional, not held use customer relationship management software optional

2 further areas 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 create solutions to problems skill
already held employment law knowledge
already held have computer literacy skill
already held present reports skill
already held train employees skill
already held build rapport with people from different cultural backgrounds skill
already held manage staff skill
already held speak different languages skill
already held teamwork principles knowledge

The 2 learning areas not shown above

Skill to acquire Tier

07 engineering, manufacturing and construction 1 required

required, not held characteristics of products required

08 communication, collaboration and creativity 1 supplementary

optional, not held adapt to changing situations optional

8 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 tolerate stress optional
optional, not held adapt to changing situations optional
optional, not held analyse call performance trends optional
optional, not held provide customer follow-up services optional
optional, not held recruit employees optional
optional, not held use customer relationship management software optional

26 held skills the call centre supervisor role does not ask for

Skill Type

not needed by the target role analyse marketplace competition in rental industry skill
not needed by the target role car controls knowledge
not needed by the target role check vehicle damage skill
not needed by the target role commercial law knowledge
not needed by the target role competition law knowledge
not needed by the target role contract law knowledge
not needed by the target role control of expenses skill
not needed by the target role ensure quality assurance standards for vehicles skill
not needed by the target role financial capability knowledge
not needed by the target role follow company standards skill
not needed by the target role forecast products' demand skill
not needed by the target role handle customer complaints skill
not needed by the target role handle rental overdues skill
not needed by the target role listen actively skill
not needed by the target role maintain vehicle service skill
not needed by the target role manage budgets skill
not needed by the target role manage contracts skill
not needed by the target role manage financial risk skill
not needed by the target role manage vehicle inventory skill
not needed by the target role perform acquisition of vehicles skill
not needed by the target role produce sales reports skill
not needed by the target role prospect new customers skill
not needed by the target role types of vehicles knowledge
not needed by the target role use mathematical tools for managing vehicles skill
not needed by the target role use rental management software skill
not needed by the target role write work-related reports 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 characteristics of products required
required, not held characteristics of services required
required, not held call quality assurance management required
required, not held call routing required
required, not held call-centre technologies required

Index

Other moves recorded from rental manager

Full index of moves from rental manager

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.