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

contact centre supervisortocall centre supervisor

A contact centre supervisor already meets 48% of what the call centre supervisor role asks for. The move turns on 10 required skills not yet in the profile.

From contact centre supervisor
48%
Overlap1
To call centre supervisor
14 Skills carried over
10 Required, not held
54.7 Difficulty2
Career overlap Partial match

48%

Learning distance Real move, short list to learn

54.7/ 100

1 Share of the call centre supervisor role’s weighted skill requirement already met by the contact 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 supervisor role treats 11 of its required skills as things a contact centre supervisor already does. These are the ones it depends on most.

  • analyse staff capacity
  • call quality assurance management
  • characteristics of products
  • characteristics of services
  • create solutions to problems
  • forecast workload

What stands in the way is 10 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 14 skills that carry over, these are the ones fewest other occupations ask for. A call centre supervisor role needs them, and most people applying for one will not have them already. This is the part of a contact 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 call centre supervisor role treats as required.

Table 3

Table 3 · What you would need to learn

The 19 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 information skills 3 required, 1 supplementary
  • required, not held maintain high quality of calls required
  • required, not held interpret automatic call distribution data required
  • required, not held supervise data entry required
  • optional, not held analyse call performance trends optional
02 management skills 2 required, 1 supplementary
  • required, not held manage ICT project required
  • required, not held manage business knowledge required
  • optional, not held tolerate stress optional
03 information and communication technologies (icts) 2 required
  • required, not held call routing required
  • required, not held call-centre technologies required
04 assisting and caring 1 required, 3 supplementary
  • required, not held secure sensitive customer's information required
  • optional, not held abide by business ethical code of conducts optional
  • optional, not held apply information security policies optional
  • optional, not held provide customer follow-up services optional
05 working with computers 1 required, 1 supplementary
  • required, not held have computer literacy required
  • optional, not held use customer relationship management software optional
06 business, administration and law 1 required
  • required, not held employment law required

1 further area in the appendix

Table 4

Table 4 · Where to start

The 3 entries a call 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 measure call quality 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 manage staff skill
  • already held recruit employees skill
  • already held teamwork principles knowledge
The 1 learning area not shown above
Skill to acquire Tier
07 communication, collaboration and creativity 3 supplementary
  • optional, not held build rapport with people from different cultural backgrounds optional
  • optional, not held adapt to changing situations optional
  • optional, not held speak different languages optional
9 supplementary skills, helpful but not required
Skill to acquire Tier
  • optional, not held abide by business ethical code of conducts optional
  • optional, not held apply information security policies optional
  • optional, not held build rapport with people from different cultural backgrounds optional
  • optional, not held tolerate stress optional
  • optional, not held adapt to changing situations optional
  • optional, not held analyse call performance trends optional
  • optional, not held provide customer follow-up services optional
  • optional, not held speak different languages optional
  • optional, not held use customer relationship management software optional
19 held skills the call centre supervisor role does not ask for
Skill Type
  • not needed by the target role analyse customer service surveys skill
  • not needed by the target role contact customers skill
  • not needed by the target role coordinate operational activities skill
  • not needed by the target role create a work atmosphere of continuous improvement skill
  • not needed by the target role customer relationship management knowledge
  • not needed by the target role customer service knowledge
  • 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 handle helpdesk problems skill
  • not needed by the target role keep records of customer interaction skill
  • not needed by the target role liaise with managers skill
  • not needed by the target role manage resources skill
  • not needed by the target role measure customer feedback 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 respond to customers' inquiries skill
  • not needed by the target role supervise work 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 call routing required
  • required, not held call-centre technologies required
  • required, not held employment law required
Index

Other moves recorded from contact centre supervisor

Full index of moves from contact 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.