Career Overlap Transition record Edition 1 · ESCO v1.2.1
Table 1Transition record

call centre agenttocall centre supervisor

A call centre agent already meets 32% of what the call centre supervisor role asks for. The move turns on 15 required skills not yet in the profile.

From call centre agent
32%
Overlap1
To call centre supervisor
12 Skills carried over
15 Required, not held
67.7 Difficulty2
adjacent 0–30
moderate 30–55
substantial 55–75
career change 75–100
this move, 67.7

This move: 67.7 of 100 · substantial

1 Share of the call centre supervisor role’s weighted skill requirement already met by the call centre agent 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 12 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 call centre agent background worth leading with.

Skill the target role also needs Area
  • already held use customer relationship management software working with computers
  • already held adapt to changing situations communication, collaboration and creativity
  • already held perform data analysis working with computers
  • already held characteristics of services business, administration and law
  • already held characteristics of products engineering, manufacturing and construction
  • already held teamwork principles generic programmes and qualifications

All 12 carried skills, including the 6 the call centre supervisor 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 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 manage staff 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 call quality assurance management required
  • required, not held employment law 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, 2 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
06 communication, collaboration and creativity 1 required, 1 supplementary
  • required, not held train employees required
  • optional, not held build rapport with people from different cultural backgrounds optional
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 12 skills that carry over
Skill Type
  • already held characteristics of products knowledge
  • already held characteristics of services knowledge
  • already held create solutions to problems skill
  • already held have computer literacy skill
  • already held perform data analysis skill
  • already held present reports skill
  • already held adapt to changing situations skill
  • already held provide customer follow-up services skill
  • already held speak different languages skill
  • already held teamwork principles knowledge
  • already held tolerate stress skill
  • already held use customer relationship management software skill
6 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 build rapport with people from different cultural backgrounds optional
  • optional, not held analyse call performance trends optional
  • optional, not held manage staff optional
  • optional, not held recruit employees optional
20 held skills the call centre supervisor role does not ask for
Skill Type
  • not needed by the target role answer incoming calls skill
  • not needed by the target role apply operations for an ITIL-based environment skill
  • not needed by the target role communicate by telephone skill
  • not needed by the target role communication principles knowledge
  • not needed by the target role credit card payments knowledge
  • not needed by the target role e-commerce systems knowledge
  • not needed by the target role e-procurement knowledge
  • not needed by the target role educate on data confidentiality skill
  • not needed by the target role guarantee customer satisfaction skill
  • not needed by the target role handle helpdesk problems skill
  • not needed by the target role handle tasks independently skill
  • not needed by the target role keep task records skill
  • not needed by the target role knowledge base knowledge
  • not needed by the target role listen actively skill
  • not needed by the target role perform escalation procedure skill
  • not needed by the target role perform multiple tasks at the same time skill
  • not needed by the target role prioritise requests skill
  • not needed by the target role process data skill
  • not needed by the target role provide ICT support skill
  • not needed by the target role think proactively skill
4 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
  • required, not held employment law required
Index

Other moves recorded from call centre agent

Full index of moves from call centre agent

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.