Table 1Transition record

call centre supervisortocall centre agent

A call centre supervisor already meets 45% of what the call centre agent role asks for. The move turns on 8 required skills not yet in the profile.

From call centre supervisor

45%

Overlap1

To call centre agent

12 Skills carried over

8 Required, not held

54.9 Difficulty2

Career overlap Partial match

45%

Learning distance Real move, short list to learn

54.9/ 100

Easy adjacentmoderatesubstantialcareer change Hard

1 Share of the call centre agent role’s weighted skill requirement already met by the call centre supervisor 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.

Why

Why this move works

A call centre agent role treats 9 of its required skills as things a call centre supervisor already does. These are the ones it depends on most.

adapt to changing situations
characteristics of products
characteristics of services
create solutions to problems
have computer literacy
present reports

What stands in the way is 8 required skills the profile does not yet cover. Table 3 groups them; Table 4 says which to take first.

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 agent role needs them, and most people applying for one will not have them already. This is the part of a call centre supervisor 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 9 the call centre agent role treats as required.

Table 3

Table 3 · What you would need to learn

The 20 missing skills fall into 8 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 information skills 3 required

required, not held handle tasks independently required
required, not held keep task records required
required, not held process data required

02 communication, collaboration and creativity 2 required, 4 supplementary

required, not held communicate by telephone required
required, not held listen actively required

optional, not held educate on data confidentiality optional
optional, not held handle helpdesk problems optional
optional, not held perform escalation procedure optional
optional, not held think proactively optional

03 assisting and caring 1 required, 2 supplementary

required, not held guarantee customer satisfaction required

optional, not held apply operations for an ITIL-based environment optional
optional, not held answer incoming calls optional

04 business, administration and law 1 required, 1 supplementary

required, not held credit card payments required

optional, not held e-procurement optional

05 management skills 1 required, 1 supplementary

required, not held perform multiple tasks at the same time required

optional, not held prioritise requests optional

06 information and communication technologies (icts) 2 supplementary

optional, not held e-commerce systems optional
optional, not held knowledge base optional

2 further areas in the appendix

Table 4

Table 4 · Where to start

The 3 entries a call centre agent 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 adapt to changing situations skill
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 present reports skill
already held speak different languages skill
already held tolerate stress skill
already held use customer relationship management software skill
already held perform data analysis skill
already held provide customer follow-up services skill
already held teamwork principles knowledge

The 2 learning areas not shown above

Skill to acquire Tier

07 generic programmes and qualifications 1 supplementary

optional, not held communication principles optional

08 working with computers 1 supplementary

optional, not held provide ICT support optional

12 supplementary skills, helpful but not required

Skill to acquire Tier

optional, not held apply operations for an ITIL-based environment optional
optional, not held e-commerce systems optional
optional, not held e-procurement optional
optional, not held answer incoming calls optional
optional, not held communication principles optional
optional, not held educate on data confidentiality optional
optional, not held handle helpdesk problems optional
optional, not held knowledge base optional
optional, not held perform escalation procedure optional
optional, not held prioritise requests optional
optional, not held provide ICT support optional
optional, not held think proactively optional

21 held skills the call centre agent role does not ask for

Skill Type

not needed by the target role abide by business ethical code of conducts skill
not needed by the target role analyse call performance trends skill
not needed by the target role analyse staff capacity skill
not needed by the target role apply information security policies skill
not needed by the target role build rapport with people from different cultural backgrounds skill
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 employment law knowledge
not needed by the target role forecast workload skill
not needed by the target role interpret automatic call distribution data skill
not needed by the target role maintain high quality of calls skill
not needed by the target role manage ICT project skill
not needed by the target role manage business knowledge skill
not needed by the target role manage staff skill
not needed by the target role measure call quality skill
not needed by the target role perform project management skill
not needed by the target role recruit employees skill
not needed by the target role secure sensitive customer's information skill
not needed by the target role supervise data entry skill
not needed by the target role train employees skill

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 credit card payments required
optional, not held e-commerce systems optional
optional, not held e-procurement optional
optional, not held communication principles optional
optional, not held knowledge base optional

Index

Other moves recorded from call centre supervisor

Full index of moves from call centre supervisor

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.