Table 1Transition record

client relations managertocontact centre manager

A client relations manager already meets 53% of what the contact centre manager role asks for. The move turns on 9 required skills not yet in the profile.

From client relations manager

53%

Overlap1

To contact centre manager

22 Skills carried over

9 Required, not held

50.1 Difficulty2

adjacent 0–30

moderate 30–55

substantial 55–75

career change 75–100

this move, 50.1

This move: 50.1 of 100 · moderate

1 Share of the contact centre manager role’s weighted skill requirement already met by the client relations 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 22 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 client relations manager background worth leading with.

Skill the target role also needs Area

already held manage customer service management skills
already held knowledge base information and communication technologies (icts)
already held perform customer management assisting and caring
already held analyse customer service surveys information skills
already held teach customer service techniques communication, collaboration and creativity
already held analyse business processes information skills

All 22 carried skills, including the 10 the contact centre manager 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 5 required, 3 supplementary

required, not held analyse staff capacity required
required, not held coordinate operational activities required
required, not held create a work atmosphere of continuous improvement required
required, not held manage resources required
required, not held motivate employees required

optional, not held discharge employees optional
optional, not held manage budgets optional
optional, not held recruit employees optional

02 business, administration and law 1 required, 3 supplementary

required, not held characteristics of services required

optional, not held customer insight optional
optional, not held accounting techniques optional
optional, not held social media marketing techniques optional

03 information skills 1 required, 2 supplementary

required, not held assess the feasibility of implementing developments required

optional, not held oversee record management optional
optional, not held perform risk analysis optional

04 communication, collaboration and creativity 1 required, 1 supplementary

required, not held present reports required

optional, not held handle helpdesk problems optional

05 engineering, manufacturing and construction 1 required

required, not held characteristics of products required

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 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 22 skills that carry over

Skill Type

already held analyse business plans skill
already held analyse business processes skill
already held corporate social responsibility knowledge
already held create solutions to problems skill
already held customer relationship management knowledge
already held fix meetings skill
already held follow company standards skill
already held manage staff skill
already held measure customer feedback skill
already held supervise work skill
already held analyse customer service surveys skill
already held contact customers skill
already held handle customer complaints skill
already held keep records of customer interaction skill
already held knowledge base knowledge
already held manage contracts skill
already held manage customer service skill
already held monitor customer service skill
already held perform customer management skill
already held plan health and safety procedures skill
already held teach customer service techniques skill
already held train employees skill

10 supplementary skills, helpful but not required

Skill to acquire Tier

optional, not held customer insight optional
optional, not held e-commerce systems optional
optional, not held accounting techniques optional
optional, not held discharge employees optional
optional, not held handle helpdesk problems optional
optional, not held manage budgets optional
optional, not held oversee record management optional
optional, not held perform risk analysis optional
optional, not held recruit employees optional
optional, not held social media marketing techniques optional

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

Skill Type

not needed by the target role achieve sales targets skill
not needed by the target role advise on public relations skill
not needed by the target role analyse business requirements skill
not needed by the target role analyse consumer buying trends skill
not needed by the target role build business relationships skill
not needed by the target role build trust skill
not needed by the target role business communication knowledge
not needed by the target role business management principles knowledge
not needed by the target role collaborate in the development of marketing strategies skill
not needed by the target role collect customer data skill
not needed by the target role communicate with customer service department skill
not needed by the target role communicate with customers skill
not needed by the target role communication principles knowledge
not needed by the target role corporate sustainability knowledge
not needed by the target role customer service knowledge
not needed by the target role data protection knowledge
not needed by the target role deliver a sales pitch skill
not needed by the target role develop professional network skill
not needed by the target role guarantee customer satisfaction skill
not needed by the target role identify customer's needs skill
not needed by the target role identify new business opportunities skill
not needed by the target role implement marketing strategies skill
not needed by the target role implement sales strategies skill
not needed by the target role liaise with managers skill
not needed by the target role make strategic business decisions skill
not needed by the target role manage accounts skill
not needed by the target role maximise sales revenues skill
not needed by the target role perform business analysis skill
not needed by the target role perform customers’ needs analysis skill
not needed by the target role perform market research skill
not needed by the target role plan marketing campaigns skill
not needed by the target role product comprehension knowledge
not needed by the target role public relations knowledge
not needed by the target role relationship marketing knowledge
not needed by the target role sales strategies knowledge
not needed by the target role study sales levels of products skill
not needed by the target role supervise sales activities skill
not needed by the target role supervise the management of an establishment skill

6 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 e-commerce systems optional
optional, not held accounting techniques optional
optional, not held social media marketing techniques optional

Index

Other moves recorded from client relations manager

Full index of moves from client relations 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.