Table 1Transition record

contact centre managertocustomer contact centre information clerk

A contact centre manager already meets 33% of what the customer contact centre information clerk role asks for. The move turns on 9 required skills not yet in the profile.

From contact centre manager

33%

Overlap1

To customer contact centre information clerk

10 Skills carried over

9 Required, not held

64.4 Difficulty2

Career overlap Distant match

33%

Learning distance Substantial retraining

64.4/ 100

adjacentmoderatesubstantialcareer change

1 Share of the customer contact centre information clerk role’s weighted skill requirement already met by the contact 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.

Why

Why this move works

A customer contact centre information clerk role treats 5 of its required skills as things a contact centre manager already does. These are the ones it depends on most.

characteristics of products
characteristics of services
customer insight
keep records of customer interaction
perform customer management

What stands in the way is 9 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 customer contact centre information clerk role needs them, and most people applying for one will not have them already. This is the part of a contact centre manager background worth leading with.

Skill the target role also needs Area

already held handle helpdesk problems communication, collaboration and creativity
already held customer insight business, administration and law
already held perform customer management assisting and caring
already held knowledge base information and communication technologies (icts)
already held contact customers communication, collaboration and creativity
already held keep records of customer interaction information skills

All 10 carried skills, including the 5 the customer contact centre information clerk role treats as required.

Table 3

Table 3 · What you would need to learn

The 22 missing skills fall into 7 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 4 required, 5 supplementary

required, not held communicate by telephone required
required, not held communicate with customers required
required, not held establish customer rapport required
required, not held provide customer follow-up required

optional, not held carry out active selling optional
optional, not held discern written communication optional
optional, not held improve customer interaction optional
optional, not held provide customers with price information optional
optional, not held draft corporate emails optional

02 assisting and caring 2 required, 4 supplementary

required, not held guarantee customer satisfaction required
required, not held answer incoming calls required

optional, not held assist customers optional
optional, not held follow up orders for customers optional
optional, not held notify customers on special offers optional
optional, not held provide customers with order information optional

03 information skills 1 required, 1 supplementary

required, not held collect customer data required

optional, not held analyse call performance trends optional

04 business, administration and law 1 required

required, not held customer service required

05 working with computers 1 required

required, not held use databases required

06 management skills 2 supplementary

optional, not held prepare correspondence for customers optional
optional, not held process payments optional

1 further area in the appendix

Table 4

Table 4 · Where to start

The 3 entries a customer contact centre information clerk 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 characteristics of products knowledge
already held characteristics of services knowledge
already held customer insight knowledge
already held keep records of customer interaction skill
already held perform customer management skill
already held contact customers skill
already held customer relationship management knowledge
already held handle helpdesk problems skill
already held knowledge base knowledge
already held measure customer feedback skill

The 1 learning area not shown above

Skill to acquire Tier

07 information and communication technologies (icts) 1 supplementary

optional, not held call-centre technologies optional

13 supplementary skills, helpful but not required

Skill to acquire Tier

optional, not held assist customers optional
optional, not held carry out active selling optional
optional, not held discern written communication optional
optional, not held follow up orders for customers optional
optional, not held improve customer interaction optional
optional, not held notify customers on special offers optional
optional, not held provide customers with order information optional
optional, not held provide customers with price information optional
optional, not held analyse call performance trends optional
optional, not held call-centre technologies optional
optional, not held draft corporate emails optional
optional, not held prepare correspondence for customers optional
optional, not held process payments optional

31 held skills the customer contact centre information clerk role does not ask for

Skill Type

not needed by the target role accounting techniques knowledge
not needed by the target role analyse business plans skill
not needed by the target role analyse business processes 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 coordinate operational activities skill
not needed by the target role corporate social responsibility knowledge
not needed by the target role create a work atmosphere of continuous improvement skill
not needed by the target role create solutions to problems skill
not needed by the target role discharge employees skill
not needed by the target role e-commerce systems knowledge
not needed by the target role fix meetings skill
not needed by the target role follow company standards skill
not needed by the target role handle customer complaints skill
not needed by the target role manage budgets skill
not needed by the target role manage contracts skill
not needed by the target role manage customer service skill
not needed by the target role manage resources skill
not needed by the target role manage staff skill
not needed by the target role monitor customer service skill
not needed by the target role motivate employees skill
not needed by the target role oversee record management skill
not needed by the target role perform risk analysis skill
not needed by the target role plan health and safety procedures 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 social media marketing techniques knowledge
not needed by the target role supervise work skill
not needed by the target role teach customer service techniques skill
not needed by the target role train employees skill

2 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 service required
optional, not held call-centre technologies optional

Index

Other moves recorded from contact centre manager

Full index of moves from contact 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.