product and services managertocall centre supervisor
A product and services manager already meets 17% of what the call centre supervisor role asks for. The move turns on 17 required skills not yet in the profile.
17%
79.2/ 100
1 Share of the call centre supervisor role’s weighted skill requirement already met by the product and services 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 call centre supervisor role treats 4 of its required skills as things a product and services manager already does. These are the ones it depends on most.
- characteristics of products
- characteristics of services
- have computer literacy
- perform data analysis
What stands in the way is 17 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 5 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 product and services manager background worth leading with.
- already held perform data analysis working with computers
- already held characteristics of services business, administration and law
- already held build rapport with people from different cultural backgrounds communication, collaboration and creativity
- already held characteristics of products engineering, manufacturing and construction
- already held have computer literacy working with computers
All 5 carried skills, including the 4 the call centre supervisor role treats as required.
Table 3 · What you would need to learn
The 28 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 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 create solutions to problems required
- required, not held present reports required
- required, not held train employees required
- optional, not held adapt to changing situations 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 call routing required
- required, not held call-centre technologies 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
- optional, not held provide customer follow-up services optional
2 further areas 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 5 skills that carry over
- already held characteristics of products knowledge
- already held characteristics of services knowledge
- already held have computer literacy skill
- already held perform data analysis skill
- already held build rapport with people from different cultural backgrounds skill
The 2 learning areas not shown above
- optional, not held teamwork principles optional
- optional, not held use customer relationship management software optional
11 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 tolerate stress optional
- optional, not held adapt to changing situations optional
- optional, not held analyse call performance trends optional
- optional, not held manage staff optional
- optional, not held provide customer follow-up services optional
- optional, not held recruit employees optional
- optional, not held speak different languages optional
- optional, not held teamwork principles optional
- optional, not held use customer relationship management software optional
22 held skills the call centre supervisor role does not ask for
- not needed by the target role advertising techniques knowledge
- not needed by the target role apply business acumen skill
- not needed by the target role assign codes to product items skill
- not needed by the target role channel marketing knowledge
- not needed by the target role commercial photography knowledge
- not needed by the target role communicate price changes skill
- not needed by the target role company policies knowledge
- not needed by the target role consumer protection knowledge
- not needed by the target role content marketing strategy knowledge
- not needed by the target role develop the product catalogue skill
- not needed by the target role ensure finished product meet requirements skill
- not needed by the target role ensure products meet regulatory requirements skill
- not needed by the target role handle requests for new product items skill
- not needed by the target role maintain relationship with suppliers skill
- not needed by the target role manage budgets skill
- not needed by the target role meet deadlines skill
- not needed by the target role plan digital marketing skill
- not needed by the target role plan marketing strategy skill
- not needed by the target role post-processing of photographs knowledge
- not needed by the target role printed goods processes knowledge
- not needed by the target role product comprehension knowledge
- not needed by the target role services marketing knowledge
5 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 call-centre technologies 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.