Table 1Transition record

service managertocontact centre manager

A service manager already meets 51% of what the contact centre manager role asks for. The move turns on 9 required skills not yet in the profile.

From service manager

51%

Overlap1

To contact centre manager

20 Skills carried over

9 Required, not held

52.4 Difficulty2

adjacent 0–30

moderate 30–55

substantial 55–75

career change 75–100

this move, 52.4

This move: 52.4 of 100 · moderate

1 Share of the contact 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.

Table 2

Table 2 · What you already bring

Of the 20 skills that carry over, these are the ones fewest other occupations ask for. A contact 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 customer service management skills
already held perform customer management assisting and caring
already held analyse customer service surveys information skills
already held analyse business processes information skills
already held create a work atmosphere of continuous improvement management skills
already held contact customers communication, collaboration and creativity

All 20 carried skills, including the 10 the contact centre manager role treats as required.

Table 3

Table 3 · What you would need to learn

The 21 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 4 required, 4 supplementary

required, not held analyse staff capacity required
required, not held coordinate operational activities required
required, not held manage resources required
required, not held motivate employees required

optional, not held discharge employees optional
optional, not held manage budgets optional
optional, not held plan health and safety procedures optional
optional, not held recruit employees optional

02 information skills 2 required, 1 supplementary

required, not held analyse business plans required
required, not held assess the feasibility of implementing developments required

optional, not held oversee record management optional

03 communication, collaboration and creativity 1 required, 4 supplementary

required, not held present reports required

optional, not held teach customer service techniques optional
optional, not held handle helpdesk problems optional
optional, not held manage contracts optional
optional, not held train employees optional

04 business, administration and law 1 required, 2 supplementary

required, not held characteristics of services required

optional, not held customer insight optional
optional, not held social media marketing techniques optional

05 engineering, manufacturing and construction 1 required

required, not held characteristics of products required

06 information and communication technologies (icts) 1 supplementary

optional, not held knowledge base optional

Table 4

Table 4 · Where to start

The 3 entries a contact 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 20 skills that carry over

Skill Type

already held analyse business processes 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 fix meetings skill
already held follow company standards skill
already held manage staff skill
already held measure customer feedback skill
already held supervise work skill
already held accounting techniques knowledge
already held analyse customer service surveys skill
already held contact customers skill
already held e-commerce systems knowledge
already held handle customer complaints skill
already held keep records of customer interaction skill
already held manage customer service skill
already held monitor customer service skill
already held perform customer management skill
already held perform risk analysis skill

12 supplementary skills, helpful but not required

Skill to acquire Tier

optional, not held customer insight optional
optional, not held teach customer service techniques optional
optional, not held discharge employees optional
optional, not held handle helpdesk problems optional
optional, not held knowledge base optional
optional, not held manage budgets optional
optional, not held manage contracts optional
optional, not held oversee record management 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 train employees optional

64 held skills the contact 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 call centre activities 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 analysis knowledge
not needed by the target role business management principles knowledge
not needed by the target role call quality assurance management 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 coordinate events skill
not needed by the target role customer service knowledge
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 evaluate performance of organisational collaborators skill
not needed by the target role guarantee customer satisfaction skill
not needed by the target role identify customer's needs 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 information confidentiality knowledge
not needed by the target role interview people 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 health and safety standards skill
not needed by the target role manage key performance indicators of call centres skill
not needed by the target role manage membership database skill

24 further entries not listed here

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
optional, not held customer insight optional
optional, not held knowledge base optional
optional, not held social media marketing techniques 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.