Service manager to call centre manager

• 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

• 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

• 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

Knowledge gaps usually close through study. Practical skill gaps usually need something you can point at.

• still to learn call-centre technologies required
• still to learn communication principles required
• still to learn 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

Yes, and it is a substantial move. A service manager already covers 50% of what a call centre manager is expected to do: 24 skills carry over, 15 of which the call centre manager role treats as required.

13 required skills are missing, plus 15 optional ones. They fall into 6 areas of the ESCO skill hierarchy, led by management skills. The single most important is manage ICT project.

Its learning distance is 57.3 out of 100, which is the substantial band. That accounts for both how much is missing and how specialised those skills are.