Table 1Transition record

membership managertocall centre manager

A membership manager already meets 34% of what the call centre manager role asks for. The move turns on 16 required skills not yet in the profile.

From membership manager

34%

Overlap1

To call centre manager

13 Skills carried over

16 Required, not held

70.9 Difficulty2

Career overlap Distant match

34%

Learning distance Substantial retraining

70.9/ 100

Easy adjacentmoderatesubstantialcareer change Hard

1 Share of the call centre manager role’s weighted skill requirement already met by the membership 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 call centre manager role treats 12 of its required skills as things a membership manager already does. These are the ones it depends on most.

communication principles
corporate social responsibility
create solutions to problems
customer relationship management
customer service
follow company standards

What stands in the way is 16 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 13 skills that carry over, these are the ones fewest other occupations ask for. A call centre manager role needs them, and most people applying for one will not have them already. This is the part of a membership manager background worth leading with.

Skill the target role also needs Area

already held supervise the management of an establishment management skills
already held customer relationship management business, administration and law
already held communication principles generic programmes and qualifications
already held supervise work management skills
already held plan health and safety procedures management skills
already held follow company standards assisting and caring

All 13 carried skills, including the 12 the call centre manager role treats as required.

Table 3

Table 3 · What you would need to learn

The 39 missing skills fall into 5 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 7 required, 3 supplementary

required, not held manage ICT project required
required, not held manage key performance indicators of call centres required
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 evaluate performance of organisational collaborators required
required, not held strive for company growth required

optional, not held develop online sales business plan optional
optional, not held monitor customer service optional
optional, not held recruit employees optional

02 information skills 4 required, 4 supplementary

required, not held analyse call centre activities required
required, not held assess the feasibility of implementing developments required
required, not held interpret automatic call distribution data required
required, not held measure customer feedback required

optional, not held analyse call performance trends optional
optional, not held analyse customer service surveys optional
optional, not held perform market research optional
optional, not held perform risk analysis optional

03 communication, collaboration and creativity 2 required, 7 supplementary

required, not held present reports required
required, not held report on overall management of a business required

optional, not held deliver a sales pitch optional
optional, not held teach customer service techniques optional
optional, not held establish communication with foreign cultures optional
optional, not held manage contracts optional
optional, not held persuade clients with alternatives optional
optional, not held teach marketing principles optional
optional, not held train employees optional

04 information and communication technologies (icts) 2 required, 2 supplementary

required, not held information confidentiality required
required, not held call-centre technologies required

optional, not held e-commerce systems optional
optional, not held call routing optional

05 business, administration and law 1 required, 7 supplementary

required, not held telemarketing required

optional, not held sales activities optional
optional, not held sales strategies optional
optional, not held accounting techniques optional
optional, not held business analysis optional
optional, not held call quality assurance management optional
optional, not held social media marketing techniques optional
optional, not held subsidiary operations optional

Table 4

Table 4 · Where to start

The 3 entries a call 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 13 skills that carry over

Skill Type

already held communication principles knowledge
already held corporate social responsibility knowledge
already held create solutions to problems skill
already held customer relationship management knowledge
already held customer service knowledge
already held follow company standards skill
already held identify customer's needs skill
already held liaise with managers skill
already held manage staff skill
already held product comprehension knowledge
already held supervise the management of an establishment skill
already held supervise work skill
already held plan health and safety procedures skill

23 supplementary skills, helpful but not required

Skill to acquire Tier

optional, not held deliver a sales pitch optional
optional, not held e-commerce systems optional
optional, not held sales activities optional
optional, not held sales strategies optional
optional, not held teach customer service techniques optional
optional, not held accounting techniques optional
optional, not held analyse call performance trends optional
optional, not held analyse customer service surveys optional
optional, not held business analysis optional
optional, not held call quality assurance management optional
optional, not held call routing optional
optional, not held develop online sales business plan optional
optional, not held establish communication with foreign cultures optional
optional, not held manage contracts optional
optional, not held monitor customer service optional
optional, not held perform market research optional
optional, not held perform risk analysis optional
optional, not held persuade clients with alternatives optional
optional, not held recruit employees optional
optional, not held social media marketing techniques optional
optional, not held subsidiary operations optional
optional, not held teach marketing principles optional
optional, not held train employees optional

18 held skills the call centre manager role does not ask for

Skill Type

not needed by the target role analyse membership skill
not needed by the target role complete membership administration skill
not needed by the target role coordinate membership work skill
not needed by the target role deal with pressure from unexpected circumstances skill
not needed by the target role develop membership strategies skill
not needed by the target role develop professional network skill
not needed by the target role handle complaints skill
not needed by the target role make independent operating decisions skill
not needed by the target role manage membership skill
not needed by the target role manage membership database skill
not needed by the target role office software knowledge
not needed by the target role provide information skill
not needed by the target role provide membership service skill
not needed by the target role recruit members skill
not needed by the target role stimulate creative processes skill
not needed by the target role use communication techniques skill
not needed by the target role write leaflets skill
not needed by the target role write work-related reports skill

12 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 information confidentiality required
required, not held call-centre technologies required
required, not held telemarketing required
optional, not held e-commerce systems optional
optional, not held sales activities optional
optional, not held sales strategies optional
optional, not held accounting techniques optional
optional, not held business analysis optional
optional, not held call quality assurance management optional
optional, not held call routing optional
optional, not held social media marketing techniques optional
optional, not held subsidiary operations optional

Index

Other moves recorded from membership manager

Full index of moves from membership 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.