Table 1Transition record

call centre managertocontact centre manager

A call centre manager already meets 59% of what the contact centre manager role asks for. The move turns on 7 required skills not yet in the profile.

From call centre manager

59%

Overlap1

To contact centre manager

23 Skills carried over

7 Required, not held

44.7 Difficulty2

adjacent 0–30

moderate 30–55

substantial 55–75

career change 75–100

this move, 44.7

This move: 44.7 of 100 · moderate

1 Share of the contact centre manager role’s weighted skill requirement already met by the call centre 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 23 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 call centre manager background worth leading with.

Skill the target role also needs Area

already held assess the feasibility of implementing developments information skills
already held analyse customer service surveys information skills
already held teach customer service techniques communication, collaboration and creativity
already held analyse staff capacity management skills
already held social media marketing techniques business, administration and law
already held create a work atmosphere of continuous improvement management skills

All 23 carried skills, including the 12 the contact centre manager role treats as required.

Table 3

Table 3 · What you would need to learn

The 18 missing skills fall into 7 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 3 required, 3 supplementary

required, not held fix meetings required
required, not held manage resources required
required, not held motivate employees required

optional, not held manage customer service optional
optional, not held discharge employees optional
optional, not held manage budgets optional

02 information skills 2 required, 2 supplementary

required, not held analyse business plans required
required, not held analyse business processes required

optional, not held keep records of customer interaction optional
optional, not held oversee record management optional

03 business, administration and law 1 required, 1 supplementary

required, not held characteristics of services required

optional, not held customer insight optional

04 engineering, manufacturing and construction 1 required

required, not held characteristics of products required

05 communication, collaboration and creativity 3 supplementary

optional, not held contact customers optional
optional, not held handle customer complaints optional
optional, not held handle helpdesk problems optional

06 assisting and caring 1 supplementary

optional, not held perform customer management optional

1 further area in the appendix

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 23 skills that carry over

Skill Type

already held analyse staff capacity skill
already held assess the feasibility of implementing developments skill
already held coordinate operational 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 follow company standards skill
already held manage staff skill
already held measure customer feedback skill
already held present reports skill
already held supervise work skill
already held accounting techniques knowledge
already held analyse customer service surveys skill
already held e-commerce systems knowledge
already held manage contracts skill
already held monitor customer service skill
already held perform risk analysis skill
already held plan health and safety procedures skill
already held recruit employees skill
already held social media marketing techniques knowledge
already held teach customer service techniques skill
already held train employees skill

The 1 learning area not shown above

Skill to acquire Tier

07 information and communication technologies (icts) 1 supplementary

optional, not held knowledge base optional

11 supplementary skills, helpful but not required

Skill to acquire Tier

optional, not held contact customers optional
optional, not held customer insight optional
optional, not held manage customer service optional
optional, not held discharge employees optional
optional, not held handle customer complaints optional
optional, not held handle helpdesk problems optional
optional, not held keep records of customer interaction optional
optional, not held knowledge base optional
optional, not held manage budgets optional
optional, not held oversee record management optional
optional, not held perform customer management optional

29 held skills the contact centre manager role does not ask for

Skill Type

not needed by the target role analyse call centre activities skill
not needed by the target role analyse call performance trends skill
not needed by the target role business analysis knowledge
not needed by the target role call quality assurance management knowledge
not needed by the target role call routing knowledge
not needed by the target role call-centre technologies knowledge
not needed by the target role communication principles knowledge
not needed by the target role customer service knowledge
not needed by the target role deliver a sales pitch skill
not needed by the target role develop online sales business plan skill
not needed by the target role establish communication with foreign cultures skill
not needed by the target role evaluate performance of organisational collaborators skill
not needed by the target role identify customer's needs skill
not needed by the target role information confidentiality knowledge
not needed by the target role interpret automatic call distribution data skill
not needed by the target role liaise with managers skill
not needed by the target role manage ICT project skill
not needed by the target role manage key performance indicators of call centres skill
not needed by the target role perform market research skill
not needed by the target role persuade clients with alternatives skill
not needed by the target role product comprehension knowledge
not needed by the target role report on overall management of a business skill
not needed by the target role sales activities knowledge
not needed by the target role sales strategies knowledge
not needed by the target role strive for company growth skill
not needed by the target role subsidiary operations knowledge
not needed by the target role supervise the management of an establishment skill
not needed by the target role teach marketing principles skill
not needed by the target role telemarketing knowledge

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 characteristics of products required
required, not held characteristics of services required
optional, not held customer insight optional
optional, not held knowledge base optional

Index

Other moves recorded from call centre manager

Full index of moves from call centre 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.