Table 1Transition record

service managertocall centre manager

A service manager already meets 50% of what the call centre manager role asks for. The move turns on 13 required skills not yet in the profile.

From service manager

50%

Overlap1

To call centre manager

24 Skills carried over

13 Required, not held

57.3 Difficulty2

Career overlap Partial match

50%

Learning distance Substantial retraining

57.3/ 100

Easy adjacentmoderatesubstantialcareer change Hard

1 Share of the call centre manager role’s weighted skill requirement already met by the service 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.

Why

Why this move works

A call centre manager role treats 15 of its required skills as things a service manager already does. These are the ones it depends on most.

analyse call centre activities
corporate social responsibility
create a work atmosphere of continuous improvement
create solutions to problems
customer relationship management
customer service

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 24 skills that carry over, these are the ones fewest other occupations ask for. A call centre manager role needs them, and most people applying for one will not have them already. This is the part of a service manager background worth leading with.

Skill the target role also needs Area

already held manage key performance indicators of call centres management skills
already held analyse call centre activities information skills
already held call quality assurance management business, administration and law
already held evaluate performance of organisational collaborators management skills
already held persuade clients with alternatives communication, collaboration and creativity
already held analyse customer service surveys information skills

All 24 carried skills, including the 15 the call centre manager role treats as required.

Table 3

Table 3 · What you would need to learn

The 28 missing skills fall into 6 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 supervise the management of an establishment required
required, not held analyse staff capacity required
required, not held coordinate operational activities required
required, not held strive for company growth required

optional, not held develop online sales business plan optional
optional, not held plan health and safety procedures optional
optional, not held recruit employees optional

02 communication, collaboration and creativity 3 required, 6 supplementary

required, not held liaise with managers required
required, not held present reports required
required, not held report on overall management of a business required

optional, not held deliver a sales pitch optional
optional, not held teach customer service techniques optional
optional, not held establish communication with foreign cultures optional
optional, not held manage contracts optional
optional, not held teach marketing principles optional
optional, not held train employees optional

03 information skills 2 required, 2 supplementary

required, not held assess the feasibility of implementing developments required
required, not held interpret automatic call distribution data required

optional, not held analyse call performance trends optional
optional, not held perform market research optional

04 business, administration and law 1 required, 3 supplementary

required, not held telemarketing required

optional, not held sales activities optional
optional, not held social media marketing techniques optional
optional, not held subsidiary operations optional

05 information and communication technologies (icts) 1 required, 1 supplementary

required, not held call-centre technologies required

optional, not held call routing optional

06 generic programmes and qualifications 1 required

required, not held communication principles required

Table 4

Table 4 · Where to start

The 3 entries a call centre manager 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 24 skills that carry over

Skill Type

already held analyse call centre activities skill
already held corporate social responsibility knowledge
already held create a work atmosphere of continuous improvement skill
already held create solutions to problems skill
already held customer relationship management knowledge
already held customer service knowledge
already held evaluate performance of organisational collaborators skill
already held follow company standards skill
already held identify customer's needs skill
already held information confidentiality knowledge
already held manage key performance indicators of call centres skill
already held manage staff skill
already held measure customer feedback skill
already held product comprehension knowledge
already held supervise work skill
already held accounting techniques knowledge
already held analyse customer service surveys skill
already held business analysis knowledge
already held call quality assurance management knowledge
already held e-commerce systems knowledge
already held monitor customer service skill
already held perform risk analysis skill
already held persuade clients with alternatives skill
already held sales strategies knowledge

15 supplementary skills, helpful but not required

Skill to acquire Tier

optional, not held deliver a sales pitch optional
optional, not held sales activities optional
optional, not held teach customer service techniques optional
optional, not held analyse call performance trends optional
optional, not held call routing optional
optional, not held develop online sales business plan optional
optional, not held establish communication with foreign cultures optional
optional, not held manage contracts optional
optional, not held perform market research optional
optional, not held plan health and safety procedures optional
optional, not held recruit employees optional
optional, not held social media marketing techniques optional
optional, not held subsidiary operations optional
optional, not held teach marketing principles optional
optional, not held train employees optional

60 held skills the call centre manager role does not ask for

Skill Type

not needed by the target role achieve sales targets skill
not needed by the target role advertising techniques knowledge
not needed by the target role analyse business processes skill
not needed by the target role analyse goal progress skill
not needed by the target role assess employees' capability levels skill
not needed by the target role build business relationships skill
not needed by the target role business management principles knowledge
not needed by the target role carry out inventory planning skill
not needed by the target role collect items for laundry service skill
not needed by the target role communicate with customer service department skill
not needed by the target role communicate with customers skill
not needed by the target role company policies knowledge
not needed by the target role contact customers skill
not needed by the target role coordinate events skill
not needed by the target role data protection knowledge
not needed by the target role deal with pressure from unexpected circumstances skill
not needed by the target role develop business plans skill
not needed by the target role develop professional network skill
not needed by the target role develop working procedures skill
not needed by the target role employment law knowledge
not needed by the target role establish daily priorities skill
not needed by the target role evaluate employees skill
not needed by the target role fix meetings skill
not needed by the target role guarantee customer satisfaction skill
not needed by the target role handle customer complaints skill
not needed by the target role implement marketing strategies skill
not needed by the target role implement sales strategies skill
not needed by the target role inform customers of activity changes skill
not needed by the target role interview people skill
not needed by the target role keep records of customer interaction skill
not needed by the target role maintain customer service skill
not needed by the target role maintain professional administration skill
not needed by the target role maintain relationship with customers skill
not needed by the target role make strategic business decisions skill
not needed by the target role manage a small-to-medium business skill
not needed by the target role manage customer service skill
not needed by the target role manage health and safety standards skill
not needed by the target role manage membership database skill
not needed by the target role manage payroll reports skill
not needed by the target role manage profitability skill

20 further entries not listed here

7 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-centre technologies required
required, not held communication principles required
required, not held telemarketing required
optional, not held sales activities optional
optional, not held call routing optional
optional, not held social media marketing techniques optional
optional, not held subsidiary operations optional

Index

Other moves recorded from service manager

Full index of moves from service 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.