ICT help desk managertocontact centre supervisor
A ICT help desk manager already meets 40% of what the contact centre supervisor role asks for. The move turns on 8 required skills not yet in the profile.
40%
58.6/ 100
1 Share of the contact centre supervisor role’s weighted skill requirement already met by the ICT help desk 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 this move works
A contact centre supervisor role treats 9 of its required skills as things a ICT help desk manager 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 8 required skills the profile does not yet cover. Table 3 groups them; Table 4 says which to take first.
Table 2 · What you already bring
Of the 9 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 ICT help desk manager background worth leading with.
- 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 characteristics of services business, administration and law
- already held characteristics of products engineering, manufacturing and construction
- already held train employees communication, collaboration and creativity
All 9 carried skills, including the 9 the contact centre supervisor role treats as required.
Table 3 · What you would need to learn
The 24 missing skills fall into 8 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.
- 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
- optional, not held recruit employees optional
- required, not held liaise with managers required
- required, not held present reports 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
- required, not held customer relationship management required
- optional, not held customer service optional
- required, not held follow company standards required
- required, not held perform data analysis required
- optional, not held measure call quality optional
- optional, not held analyse customer service surveys optional
- optional, not held keep records of customer interaction optional
- optional, not held measure customer feedback optional
2 further areas in the appendix
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.
- 01 customer relationship management knowledge · cross sector
- 02 fix meetings skill · cross sector
- 03 follow company standards skill · cross sector
Each entry opens a course search for that skill. Career Overlap earns nothing from these links.
Appendix · The rest of the record
All 9 skills that carry over
- 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 project management skill
- already held train employees skill
The 2 learning areas not shown above
- optional, not held teamwork principles optional
- optional, not held e-commerce systems optional
16 supplementary skills, helpful but not required
- optional, not held contact customers optional
- optional, not held customer service optional
- optional, not held e-commerce systems optional
- optional, not held measure call quality 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 recruit employees optional
- optional, not held respond to customers' inquiries optional
- optional, not held teamwork principles optional
19 held skills the contact centre supervisor role does not ask for
- not needed by the target role ICT help platforms knowledge
- not needed by the target role ICT market knowledge
- not needed by the target role ICT process quality models knowledge
- not needed by the target role ICT quality policy knowledge
- not needed by the target role coach employees skill
- not needed by the target role communicate with customers skill
- not needed by the target role educate on data confidentiality skill
- not needed by the target role keep up to date on product knowledge skill
- not needed by the target role manage schedule of tasks skill
- not needed by the target role organisational structure knowledge
- not needed by the target role prioritise requests skill
- not needed by the target role product comprehension knowledge
- not needed by the target role provide ICT support 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 supervise data entry skill
- not needed by the target role use ICT hardware skill
- not needed by the target role use ICT ticketing system skill
- not needed by the target role use customer relationship management software skill
4 gaps that are knowledge rather than practice
Knowledge gaps usually close through study. Practical skill gaps usually need something you can point at.
- required, not held customer relationship management required
- optional, not held customer service optional
- optional, not held e-commerce systems optional
- optional, not held teamwork principles optional
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.