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

call centre supervisortocall centre analyst

A call centre supervisor already meets 35% of what the call centre analyst role asks for. The move turns on 13 required skills not yet in the profile.

From call centre supervisor
35%
Overlap1
To call centre analyst
10 Skills carried over
13 Required, not held
63.8 Difficulty2
Career overlap Distant match

35%

Learning distance Substantial retraining

63.8/ 100

1 Share of the call centre analyst 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 analyst role treats 7 of its required skills as things a call centre supervisor already does. These are the ones it depends on most.

  • analyse call performance trends
  • call quality assurance management
  • call routing
  • call-centre technologies
  • create solutions to problems
  • have computer literacy

What stands in the way is 13 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 10 skills that carry over, these are the ones fewest other occupations ask for. A call centre analyst 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 call routing information and communication technologies (icts)
  • already held call-centre technologies information and communication technologies (icts)
  • already held analyse call performance trends information skills
  • already held call quality assurance management business, administration and law
  • already held apply information security policies assisting and caring
  • already held perform data analysis working with computers

All 10 carried skills, including the 7 the call centre analyst role treats as required.

Table 3

Table 3 · What you would need to learn

The 19 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 information skills 9 required, 1 supplementary
  • required, not held complete evaluation forms of calls required
  • required, not held analyse call centre activities required
  • required, not held apply numeracy skills required
  • required, not held apply statistical analysis techniques required
  • required, not held carry out statistical forecasts required
  • required, not held gather data required
  • required, not held inspect data required
  • required, not held report call errors required
  • required, not held run simulations required
  • optional, not held report accounts of the professional activity optional
02 communication, collaboration and creativity 2 required, 1 supplementary
  • required, not held train staff on call quality assurance required
  • required, not held write work-related reports required
  • optional, not held deliver visual presentation of data optional
03 assisting and caring 1 required, 1 supplementary
  • required, not held comply with legal regulations required
  • optional, not held ensure compliance with company regulations optional
04 management skills 1 required
  • required, not held provide objective assessments of calls required
05 working with computers 2 supplementary
  • optional, not held use databases optional
  • optional, not held use spreadsheets software optional
06 information and communication technologies (icts) 1 supplementary
  • optional, not held information confidentiality optional
Table 4

Table 4 · Where to start

The 3 entries a call centre analyst 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 10 skills that carry over
Skill Type
  • already held analyse call performance trends skill
  • already held call quality assurance management knowledge
  • already held call routing knowledge
  • already held call-centre technologies knowledge
  • already held create solutions to problems skill
  • already held have computer literacy skill
  • already held perform data analysis skill
  • already held apply information security policies skill
  • already held speak different languages skill
  • already held teamwork principles knowledge
6 supplementary skills, helpful but not required
Skill to acquire Tier
  • optional, not held information confidentiality optional
  • optional, not held report accounts of the professional activity optional
  • optional, not held deliver visual presentation of data optional
  • optional, not held ensure compliance with company regulations optional
  • optional, not held use databases optional
  • optional, not held use spreadsheets software optional
23 held skills the call centre analyst 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 adapt to changing situations skill
  • not needed by the target role analyse staff capacity skill
  • not needed by the target role build rapport with people from different cultural backgrounds skill
  • not needed by the target role characteristics of products knowledge
  • not needed by the target role characteristics of services 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 present reports skill
  • not needed by the target role provide customer follow-up services 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 tolerate stress skill
  • not needed by the target role train employees skill
  • not needed by the target role use customer relationship management software 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 information confidentiality 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.