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

service managertocontact centre manager

A service manager already meets 51% of what the contact centre manager role asks for. The move turns on 9 required skills not yet in the profile.

From service manager
51%
Overlap1
To contact centre manager
20 Skills carried over
9 Required, not held
52.4 Difficulty2
Career overlap Partial match

51%

Learning distance Real move, short list to learn

52.4/ 100

1 Share of the contact centre manager role’s weighted skill requirement already met by the service 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 contact centre manager role treats 10 of its required skills as things a service manager already does. These are the ones it depends on most.

  • analyse business processes
  • corporate social responsibility
  • create a work atmosphere of continuous improvement
  • create solutions to problems
  • customer relationship management
  • fix meetings

What stands in the way is 9 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 20 skills that carry over, these are the ones fewest other occupations ask for. A contact centre manager role needs them, and most people applying for one will not have them already. This is the part of a service manager background worth leading with.

Skill the target role also needs Area
  • already held manage customer service management skills
  • already held perform customer management assisting and caring
  • already held analyse customer service surveys information skills
  • already held analyse business processes information skills
  • already held create a work atmosphere of continuous improvement management skills
  • already held contact customers communication, collaboration and creativity

All 20 carried skills, including the 10 the contact centre manager role treats as required.

Table 3

Table 3 · What you would need to learn

The 21 missing skills fall into 6 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 4 required, 4 supplementary
  • required, not held analyse staff capacity required
  • required, not held coordinate operational activities required
  • required, not held manage resources required
  • required, not held motivate employees required
  • optional, not held discharge employees optional
  • optional, not held manage budgets optional
  • optional, not held plan health and safety procedures optional
  • optional, not held recruit employees optional
02 information skills 2 required, 1 supplementary
  • required, not held analyse business plans required
  • required, not held assess the feasibility of implementing developments required
  • optional, not held oversee record management optional
03 communication, collaboration and creativity 1 required, 4 supplementary
  • required, not held present reports required
  • optional, not held teach customer service techniques optional
  • optional, not held handle helpdesk problems optional
  • optional, not held manage contracts optional
  • optional, not held train employees optional
04 business, administration and law 1 required, 2 supplementary
  • required, not held characteristics of services required
  • optional, not held customer insight optional
  • optional, not held social media marketing techniques optional
05 engineering, manufacturing and construction 1 required
  • required, not held characteristics of products required
06 information and communication technologies (icts) 1 supplementary
  • optional, not held knowledge base optional
Table 4

Table 4 · Where to start

The 3 entries a contact 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 20 skills that carry over
Skill Type
  • already held analyse business processes skill
  • already held corporate social responsibility knowledge
  • already held create a work atmosphere of continuous improvement skill
  • already held create solutions to problems skill
  • already held customer relationship management knowledge
  • already held fix meetings skill
  • already held follow company standards skill
  • already held manage staff skill
  • already held measure customer feedback skill
  • already held supervise work skill
  • already held accounting techniques knowledge
  • already held analyse customer service surveys skill
  • already held contact customers skill
  • already held e-commerce systems knowledge
  • already held handle customer complaints skill
  • already held keep records of customer interaction skill
  • already held manage customer service skill
  • already held monitor customer service skill
  • already held perform customer management skill
  • already held perform risk analysis skill
12 supplementary skills, helpful but not required
Skill to acquire Tier
  • optional, not held customer insight optional
  • optional, not held teach customer service techniques optional
  • optional, not held discharge employees optional
  • optional, not held handle helpdesk problems optional
  • optional, not held knowledge base optional
  • optional, not held manage budgets optional
  • optional, not held manage contracts optional
  • optional, not held oversee record management optional
  • optional, not held plan health and safety procedures optional
  • optional, not held recruit employees optional
  • optional, not held social media marketing techniques optional
  • optional, not held train employees optional
64 held skills the contact centre manager role does not ask for
Skill Type
  • not needed by the target role achieve sales targets skill
  • not needed by the target role advertising techniques knowledge
  • not needed by the target role analyse call centre activities skill
  • not needed by the target role analyse goal progress skill
  • not needed by the target role assess employees' capability levels skill
  • not needed by the target role build business relationships skill
  • not needed by the target role business analysis knowledge
  • not needed by the target role business management principles knowledge
  • not needed by the target role call quality assurance management knowledge
  • not needed by the target role carry out inventory planning skill
  • not needed by the target role collect items for laundry service skill
  • not needed by the target role communicate with customer service department skill
  • not needed by the target role communicate with customers skill
  • not needed by the target role company policies knowledge
  • not needed by the target role coordinate events skill
  • not needed by the target role customer service knowledge
  • not needed by the target role data protection knowledge
  • not needed by the target role deal with pressure from unexpected circumstances skill
  • not needed by the target role develop business plans skill
  • not needed by the target role develop professional network skill
  • not needed by the target role develop working procedures skill
  • not needed by the target role employment law knowledge
  • not needed by the target role establish daily priorities skill
  • not needed by the target role evaluate employees skill
  • not needed by the target role evaluate performance of organisational collaborators skill
  • not needed by the target role guarantee customer satisfaction skill
  • not needed by the target role identify customer's needs skill
  • not needed by the target role implement marketing strategies skill
  • not needed by the target role implement sales strategies skill
  • not needed by the target role inform customers of activity changes skill
  • not needed by the target role information confidentiality knowledge
  • not needed by the target role interview people skill
  • not needed by the target role maintain customer service skill
  • not needed by the target role maintain professional administration skill
  • not needed by the target role maintain relationship with customers skill
  • not needed by the target role make strategic business decisions skill
  • not needed by the target role manage a small-to-medium business skill
  • not needed by the target role manage health and safety standards skill
  • not needed by the target role manage key performance indicators of call centres skill
  • not needed by the target role manage membership database skill

24 further entries not listed here

5 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 characteristics of products required
  • required, not held characteristics of services required
  • optional, not held customer insight optional
  • optional, not held knowledge base optional
  • optional, not held social media marketing techniques optional
Index

Other moves recorded from service manager

Full index of moves from service 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.