Table 1Transition record

call centre agenttocontact centre supervisor

A call centre agent already meets 27% of what the contact centre supervisor role asks for. The move turns on 12 required skills not yet in the profile.

From call centre agent

27%

Overlap1

To contact centre supervisor

8 Skills carried over

12 Required, not held

69.1 Difficulty2

adjacent 0–30

moderate 30–55

substantial 55–75

career change 75–100

this move, 69.1

This move: 69.1 of 100 · substantial

1 Share of the contact 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 8 skills that carry over, these are the ones fewest other occupations ask for. A contact 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 handle helpdesk problems communication, collaboration and creativity
already held e-commerce systems information and communication technologies (icts)
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 8 carried skills, including the 5 the contact centre supervisor role treats as required.

Table 3

Table 3 · What you would need to learn

The 25 missing skills fall into 5 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 7 required, 5 supplementary

required, not held analyse staff capacity required
required, not held fix meetings required
required, not held forecast workload required
required, not held manage staff required
required, not held motivate employees required
required, not held perform project management required
required, not held supervise work required

optional, not held coordinate operational activities optional
optional, not held create a work atmosphere of continuous improvement optional
optional, not held manage resources optional
optional, not held monitor customer service optional
optional, not held recruit employees optional

02 communication, collaboration and creativity 2 required, 3 supplementary

required, not held liaise with managers required
required, not held train employees required

optional, not held contact customers optional
optional, not held handle customer complaints optional
optional, not held respond to customers' inquiries optional

03 business, administration and law 2 required, 1 supplementary

required, not held call quality assurance management required
required, not held customer relationship management required

optional, not held customer service optional

04 assisting and caring 1 required

required, not held follow company standards required

05 information skills 4 supplementary

optional, not held measure call quality optional
optional, not held analyse customer service surveys optional
optional, not held keep records of customer interaction optional
optional, not held measure customer feedback optional

Table 4

Table 4 · Where to start

The 3 entries a contact 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 8 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 perform data analysis skill
already held present reports skill
already held e-commerce systems knowledge
already held handle helpdesk problems skill
already held teamwork principles knowledge

13 supplementary skills, helpful but not required

Skill to acquire Tier

optional, not held contact customers optional
optional, not held customer service optional
optional, not held measure call quality optional
optional, not held analyse customer service surveys optional
optional, not held coordinate operational activities optional
optional, not held create a work atmosphere of continuous improvement optional
optional, not held handle customer complaints optional
optional, not held keep records of customer interaction optional
optional, not held manage resources optional
optional, not held measure customer feedback optional
optional, not held monitor customer service optional
optional, not held recruit employees optional
optional, not held respond to customers' inquiries optional

24 held skills the contact centre supervisor role does not ask for

Skill Type

not needed by the target role adapt to changing situations skill
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-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 tasks independently skill
not needed by the target role have computer literacy 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 provide customer follow-up services skill
not needed by the target role speak different languages skill
not needed by the target role think proactively skill
not needed by the target role tolerate stress skill
not needed by the target role use customer relationship management software skill

3 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 customer relationship management required
optional, not held customer service optional

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.