Career path
The skills this job asks for, and the level for each.
183 skills listed by ESCO, 95 of them essential. 183 are in our skills list and linked; we measure a match on those. ESCO gives no levels, so we ask for level 3 on an essential skill and 2 on the rest.
Occupation: ISCO-08 occupations (International Labour Organization). Skills: This service uses the ESCO classification of the European Commission (v1.2.1, CC BY 4.0), modified by CareersMatch.
Further out means a higher level. Sign in to see how you compare.
Showing 10 of 182, essentials first. The table below lists them all.
| Skill | Type | Necessity | Level |
|---|---|---|---|
| Adaptability | competency | essential | 3 |
| analyse call centre activities | skill | essential | 3 |
A path lists what the job asks for
The skills and tools people in this kind of job use, at the level each is usually asked for.
Signed in, we set your profile beside it
Level by level, using only what your profile holds. Something we know nothing about yet is shown as not yet known, never as a no.
You see where you fall short, and what would change it
Answering a question, adding your level or adding a certificate. We never show a pay rise or a time estimate we have no data for.
What this path asks for comes from O*NET 31.0 (U.S. Department of Labor, CC BY 4.0), through the official ISCO-08 to US occupation crosswalk. A competency is essential where O*NET rates it at least 3.5 of 5 in importance.
| analyse call performance trends | skill | essential | 3 |
| analyse staff capacity | skill | essential | 3 |
| apply information security policies | skill | essential | 3 |
| apply numeracy skills | skill | essential | 3 |
| apply statistical analysis techniques | skill | essential | 3 |
| assess employees' capability levels | skill | essential | 3 |
| call-centre technologies | skill | essential | 3 |
| call quality assurance management | skill | essential | 3 |
| call routing | skill | essential | 3 |
| carry out statistical forecasts | skill | essential | 3 |
| characteristics of products | skill | essential | 3 |
| characteristics of services | skill | essential | 3 |
| Collaboration | competency | essential | 3 |
| Communication | competency | essential | 3 |
| company policies | skill | essential | 3 |
| complete evaluation forms of calls | skill | essential | 3 |
| comply with legal regulations | skill | essential | 3 |
| cost management | skill | essential | 3 |
| create a work atmosphere of continuous improvement | skill | essential | 3 |
| create solutions to problems | skill | essential | 3 |
| customer relationship management | skill | essential | 3 |
| database | skill | essential | 3 |
| Digital Fluency | competency | essential | 3 |
| documentation types | skill | essential | 3 |
| employment law | skill | essential | 3 |
| estimate duration of work | skill | essential | 3 |
| evaluate interview reports | skill | essential | 3 |
| fix meetings | skill | essential | 3 |
| follow company standards | skill | essential | 3 |
| forecast workload | skill | essential | 3 |
| gather data | skill | essential | 3 |
| gather feedback from employees | skill | essential | 3 |
| give constructive feedback | skill | essential | 3 |
| give instructions to staff | skill | essential | 3 |
| guarantee customer satisfaction | skill | essential | 3 |
| have computer literacy | skill | essential | 3 |
| identify process improvements | skill | essential | 3 |
| implement corporate governance | skill | essential | 3 |
| Influence | competency | essential | 3 |
| information confidentiality | skill | essential | 3 |
| inspect data | skill | essential | 3 |
| interpret automatic call distribution data | skill | essential | 3 |
| interview people | skill | essential | 3 |
| interview techniques | skill | essential | 3 |
| introduce new employees | skill | essential | 3 |
| LDAP | skill | essential | 3 |
| liaise with managers | skill | essential | 3 |
| LINQ | skill | essential | 3 |
| maintain high quality of calls | skill | essential | 3 |
| manage administrative systems | skill | essential | 3 |
| manage business knowledge | skill | essential | 3 |
| manage employee complaints | skill | essential | 3 |
| manage ICT project | skill | essential | 3 |
| manage needs for stationery items | skill | essential | 3 |
| manage office appliance requirements | skill | essential | 3 |
| manage office facility systems | skill | essential | 3 |
| manage schedule of tasks | skill | essential | 3 |
| manage staff | skill | essential | 3 |
| MDX | skill | essential | 3 |
| measure call quality | skill | essential | 3 |
| measure customer feedback | skill | essential | 3 |
| monitor field surveys | skill | essential | 3 |
| motivate employees | skill | essential | 3 |
| N1QL | skill | essential | 3 |
| observe confidentiality | skill | essential | 3 |
| office software | skill | essential | 3 |
| perform clerical duties | skill | essential | 3 |
| perform data analysis | skill | essential | 3 |
| perform project management | skill | essential | 3 |
| perform resource planning | skill | essential | 3 |
| prepare survey report | skill | essential | 3 |
| present reports | skill | essential | 3 |
| Problem Solving and Critical Thinking | competency | essential | 3 |
| provide feedback on job performance | skill | essential | 3 |
| provide feedback to performers | skill | essential | 3 |
| provide objective assessments of calls | skill | essential | 3 |
| quality standards | skill | essential | 3 |
| query languages | skill | essential | 3 |
| record survey data | skill | essential | 3 |
| recruit employees | skill | essential | 3 |
| report call errors | skill | essential | 3 |
| resource description framework query language | skill | essential | 3 |
| run simulations | skill | essential | 3 |
| secure sensitive customer's information | skill | essential | 3 |
| Self Management | competency | essential | 3 |
| SPARQL | skill | essential | 3 |
| supervise data entry | skill | essential | 3 |
| supervise staff | skill | essential | 3 |
| supervise work | skill | essential | 3 |
| survey techniques | skill | essential | 3 |
| telemarketing | skill | essential | 3 |
| train employees | skill | essential | 3 |
| train field investigators | skill | essential | 3 |
| train staff on call quality assurance | skill | essential | 3 |
| use different communication channels | skill | essential | 3 |
| use office systems | skill | essential | 3 |
| video conferencing tool | skill | essential | 3 |
| write inspection reports | skill | essential | 3 |
| write work-related reports | skill | essential | 3 |
| XQuery | skill | essential | 3 |
| ABBYY FineReader | skill | desirable | 2 |
| abide by business ethical code of conducts | skill | desirable | 2 |
| accounting techniques | skill | desirable | 2 |
| adapt to changing situations | skill | desirable | 2 |
| adhere to questionnaires | skill | desirable | 2 |
| advise on efficiency improvements | skill | desirable | 2 |
| advise on organisational culture | skill | desirable | 2 |
| analyse customer service surveys | skill | desirable | 2 |
| apply organisational techniques | skill | desirable | 2 |
| build rapport with people from different cultural backgrounds | skill | desirable | 2 |
| business management principles | skill | desirable | 2 |
| capture people's attention | skill | desirable | 2 |
| coach employees | skill | desirable | 2 |
| collect data using GPS | skill | desirable | 2 |
| communicate with customers | skill | desirable | 2 |
| communicate with stakeholders | skill | desirable | 2 |
| communication principles | skill | desirable | 2 |
| conduct public surveys | skill | desirable | 2 |
| conduct research interview | skill | desirable | 2 |
| contact customers | skill | desirable | 2 |
| contract law | skill | desirable | 2 |
| coordinate operational activities | skill | desirable | 2 |
| customer service | skill | desirable | 2 |
| data models | skill | desirable | 2 |
| data storage | skill | desirable | 2 |
| deliver visual presentation of data | skill | desirable | 2 |
| design questionnaires | skill | desirable | 2 |
| develop classification systems | skill | desirable | 2 |
| develop working procedures | skill | desirable | 2 |
| discharge employees | skill | desirable | 2 |
| document interviews | skill | desirable | 2 |
| document sharing procedures | skill | desirable | 2 |
| e-commerce systems | skill | desirable | 2 |
| ensure compliance with company regulations | skill | desirable | 2 |
| establish data processes | skill | desirable | 2 |
| estimate profitability | skill | desirable | 2 |
| evaluate employees | skill | desirable | 2 |
| explain interview purposes | skill | desirable | 2 |
| financial capability | skill | desirable | 2 |
| handle customer complaints | skill | desirable | 2 |
| handle helpdesk problems | skill | desirable | 2 |
| implement data quality processes | skill | desirable | 2 |
| implement data warehousing techniques | skill | desirable | 2 |
| interview focus groups | skill | desirable | 2 |
| keep records of customer interaction | skill | desirable | 2 |
| labour legislation | skill | desirable | 2 |
| maintain contract administration | skill | desirable | 2 |
| maintain data entry requirements | skill | desirable | 2 |
| manage accounts | skill | desirable | 2 |
| manage budgets | skill | desirable | 2 |
| manage data | skill | desirable | 2 |
| manage data collection systems | skill | desirable | 2 |
| manage ICT data classification | skill | desirable | 2 |
| manage resources | skill | desirable | 2 |
| monitor customer service | skill | desirable | 2 |
| normalise data | skill | desirable | 2 |
| OmniPage | skill | desirable | 2 |
| optical character recognition software | skill | desirable | 2 |
| perform data cleansing | skill | desirable | 2 |
| persuade clients with alternatives | skill | desirable | 2 |
| plan shifts of employees | skill | desirable | 2 |
| prepare financial statements | skill | desirable | 2 |
| process data | skill | desirable | 2 |
| Project Management | skill | desirable | 2 |
| provide customer follow-up services | skill | desirable | 2 |
| report accounts of the professional activity | skill | desirable | 2 |
| respond to customers' inquiries | skill | desirable | 2 |
| revise drafts made by managers | skill | desirable | 2 |
| revise questionnaires | skill | desirable | 2 |
| sales activities | skill | desirable | 2 |
| sales argumentation | skill | desirable | 2 |
| sales strategies | skill | desirable | 2 |
| speak different languages | skill | desirable | 2 |
| Statistics | skill | desirable | 2 |
| support implementation of quality management systems | skill | desirable | 2 |
| tabulate survey results | skill | desirable | 2 |
| tax legislation | skill | desirable | 2 |
| teach communication methods | skill | desirable | 2 |
| teamwork principles | skill | desirable | 2 |
| tolerate stress | skill | desirable | 2 |
| trade union regulations | skill | desirable | 2 |
| type texts from audio sources | skill | desirable | 2 |
| use customer relationship management software | skill | desirable | 2 |
| use databases | skill | desirable | 2 |
| use microsoft office | skill | desirable | 2 |
| use spreadsheets software | skill | desirable | 2 |
| visual presentation techniques | skill | desirable | 2 |