Table 1Transition record

call centre managertomembership manager

A call centre manager already meets 49% of what the membership manager role asks for. The move turns on 10 required skills not yet in the profile.

From call centre manager

49%

Overlap1

To membership manager

13 Skills carried over

10 Required, not held

55.2 Difficulty2

adjacent 0–30

moderate 30–55

substantial 55–75

career change 75–100

this move, 55.2

This move: 55.2 of 100 · substantial

1 Share of the membership 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 13 skills that carry over, these are the ones fewest other occupations ask for. A membership 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 supervise the management of an establishment management skills
already held customer relationship management business, administration and law
already held communication principles generic programmes and qualifications
already held supervise work management skills
already held plan health and safety procedures management skills
already held follow company standards assisting and caring

All 13 carried skills, including the 12 the membership manager role treats as required.

Table 3

Table 3 · What you would need to learn

The 18 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 communication, collaboration and creativity 3 required, 4 supplementary

required, not held coordinate membership work required
required, not held develop professional network required
required, not held use communication techniques required

optional, not held deal with pressure from unexpected circumstances optional
optional, not held handle complaints optional
optional, not held write leaflets optional
optional, not held write work-related reports optional

02 management skills 3 required, 3 supplementary

required, not held develop membership strategies required
required, not held manage membership required
required, not held recruit members required

optional, not held complete membership administration optional
optional, not held make independent operating decisions optional
optional, not held stimulate creative processes optional

03 assisting and caring 2 required

required, not held provide membership service required
required, not held provide information required

04 information skills 2 required

required, not held analyse membership required
required, not held manage membership database required

05 information and communication technologies (icts) 1 supplementary

optional, not held office software optional

Table 4

Table 4 · Where to start

The 3 entries a membership 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 13 skills that carry over

Skill Type

already held communication principles knowledge
already held corporate social responsibility knowledge
already held create solutions to problems skill
already held customer relationship management knowledge
already held customer service knowledge
already held follow company standards skill
already held identify customer's needs skill
already held liaise with managers skill
already held manage staff skill
already held product comprehension knowledge
already held supervise the management of an establishment skill
already held supervise work skill
already held plan health and safety procedures skill

8 supplementary skills, helpful but not required

Skill to acquire Tier

optional, not held complete membership administration optional
optional, not held deal with pressure from unexpected circumstances optional
optional, not held handle complaints optional
optional, not held write leaflets optional
optional, not held make independent operating decisions optional
optional, not held office software optional
optional, not held stimulate creative processes optional
optional, not held write work-related reports optional

39 held skills the membership manager role does not ask for

Skill Type

not needed by the target role accounting techniques knowledge
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 analyse customer service surveys skill
not needed by the target role analyse staff capacity skill
not needed by the target role assess the feasibility of implementing developments 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 coordinate operational activities skill
not needed by the target role create a work atmosphere of continuous improvement skill
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 e-commerce systems knowledge
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 information confidentiality knowledge
not needed by the target role interpret automatic call distribution data skill
not needed by the target role manage ICT project skill
not needed by the target role manage contracts skill
not needed by the target role manage key performance indicators of call centres skill
not needed by the target role measure customer feedback skill
not needed by the target role monitor customer service skill
not needed by the target role perform market research skill
not needed by the target role perform risk analysis skill
not needed by the target role persuade clients with alternatives skill
not needed by the target role present reports skill
not needed by the target role recruit employees skill
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 social media marketing techniques 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 teach customer service techniques skill
not needed by the target role teach marketing principles skill
not needed by the target role telemarketing knowledge
not needed by the target role train employees skill

1 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

optional, not held office software 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.