Table 1Transition record

call centre supervisortocontact centre supervisor

A call centre supervisor already meets 53% of what the contact centre supervisor role asks for. The move turns on 6 required skills not yet in the profile.

From call centre supervisor

53%

Overlap1

To contact centre supervisor

14 Skills carried over

6 Required, not held

47 Difficulty2

adjacent 0–30

moderate 30–55

substantial 55–75

career change 75–100

this move, 47

This move: 47 of 100 · moderate

1 Share of the contact centre supervisor 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.

Table 2

Table 2 · What you already bring

Of the 14 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 supervisor background worth leading with.

Skill the target role also needs Area

already held measure call quality information skills
already held call quality assurance management business, administration and law
already held forecast workload management skills
already held analyse staff capacity management skills
already held perform data analysis working with computers
already held characteristics of services business, administration and law

All 14 carried skills, including the 11 the contact centre supervisor 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 management skills 3 required, 4 supplementary

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

02 communication, collaboration and creativity 1 required, 4 supplementary

required, not held liaise with managers required

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

03 business, administration and law 1 required, 1 supplementary

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 3 supplementary

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

06 information and communication technologies (icts) 1 supplementary

optional, not held e-commerce systems 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 14 skills that carry over

Skill Type

already held analyse staff capacity skill
already held call quality assurance management knowledge
already held characteristics of products knowledge
already held characteristics of services knowledge
already held create solutions to problems skill
already held forecast workload skill
already held manage staff skill
already held perform data analysis skill
already held perform project management skill
already held present reports skill
already held train employees skill
already held measure call quality skill
already held recruit employees 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 e-commerce systems 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 handle helpdesk problems 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 respond to customers' inquiries optional

19 held skills the contact centre supervisor 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 call performance trends 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 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 have computer literacy 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 provide customer follow-up services skill
not needed by the target role secure sensitive customer's information skill
not needed by the target role speak different languages 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 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 customer relationship management required
optional, not held customer service optional
optional, not held e-commerce systems 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.