live chat operatortocall centre supervisor
A live chat operator already meets 28% of what the call centre supervisor role asks for. The move turns on 15 required skills not yet in the profile.
28%
71.1/ 100
1 Share of the call centre supervisor role’s weighted skill requirement already met by the live chat operator 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 call centre supervisor role treats 6 of its required skills as things a live chat operator already does. These are the ones it depends on most.
- call-centre technologies
- characteristics of products
- characteristics of services
- create solutions to problems
- have computer literacy
- perform data analysis
What stands in the way is 15 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 call centre supervisor role needs them, and most people applying for one will not have them already. This is the part of a live chat operator background worth leading with.
- already held call-centre technologies information and communication technologies (icts)
- already held use customer relationship management software working with computers
- already held adapt to changing situations communication, collaboration and creativity
- already held perform data analysis working with computers
- already held characteristics of services business, administration and law
- already held characteristics of products engineering, manufacturing and construction
All 9 carried skills, including the 6 the call centre supervisor role treats as required.
Table 3 · What you would need to learn
The 24 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.
- required, not held manage ICT project required
- required, not held analyse staff capacity required
- required, not held forecast workload required
- required, not held manage business knowledge required
- required, not held perform project management required
- optional, not held tolerate stress optional
- optional, not held manage staff optional
- optional, not held recruit employees optional
- required, not held maintain high quality of calls required
- required, not held measure call quality 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
- required, not held present reports required
- required, not held train employees required
- optional, not held build rapport with people from different cultural backgrounds optional
- optional, not held speak different languages optional
- required, not held call quality assurance management required
- required, not held employment law required
- 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
- required, not held call routing required
1 further area in the appendix
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.
- 01 maintain high quality of calls skill · sector specific
- 02 manage ICT project skill · sector specific
- 03 measure call quality skill · sector specific
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 call-centre technologies knowledge
- already held characteristics of products knowledge
- already held characteristics of services knowledge
- already held create solutions to problems skill
- already held have computer literacy skill
- already held perform data analysis skill
- already held adapt to changing situations skill
- already held provide customer follow-up services skill
- already held use customer relationship management software skill
The 1 learning area not shown above
- optional, not held teamwork principles optional
9 supplementary skills, helpful but not required
- 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 analyse call performance trends optional
- optional, not held manage staff optional
- optional, not held recruit employees optional
- optional, not held speak different languages optional
- optional, not held teamwork principles optional
26 held skills the call centre supervisor role does not ask for
- not needed by the target role answer incoming calls skill
- not needed by the target role carry out active selling skill
- not needed by the target role communication principles knowledge
- not needed by the target role discern written communication skill
- not needed by the target role e-commerce systems knowledge
- not needed by the target role e-procurement knowledge
- not needed by the target role exercise patience skill
- not needed by the target role guarantee customer satisfaction skill
- not needed by the target role handle helpdesk problems skill
- not needed by the target role handle tasks independently skill
- not needed by the target role information confidentiality knowledge
- not needed by the target role keep task records skill
- not needed by the target role knowledge base knowledge
- not needed by the target role perform escalation procedure skill
- not needed by the target role perform multiple tasks at the same time skill
- not needed by the target role persuade clients with alternatives skill
- not needed by the target role prioritise requests skill
- not needed by the target role process data skill
- not needed by the target role respond to inquiries in written form skill
- not needed by the target role sales argumentation knowledge
- not needed by the target role type at speed skill
- not needed by the target role use communication devices skill
- not needed by the target role use communication techniques skill
- not needed by the target role use internet chat skill
- not needed by the target role utilise cross-selling skill
- not needed by the target role work with e-services available to citizens 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 call quality assurance management required
- required, not held call routing required
- required, not held employment law required
- 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.