Call Center Management Hierarchy

Call centers are an integral part of an organization, which act as a bridge between the company and the stakeholders or clients. They are engaged in receiving and making calls from and to customers respectively and address the issues brought forth by the latter. The call center management hierarchy is structured with a view to proper delegation of duties to carry out the inbound and outbound voice processes.

This involves recruitment of personnel with the requisite profile and skill sets, training the same in the activities to be carried out, assigning targets and ultimately getting customers’ problems solved in the minimum possible time.

These activities are overseen, managed and coordinated by certain hierarchies to ensure proper and expedited flow of information at all levels. This requires proper planning and design of shifts, proper selection of the technical equipments and the correct decision regarding the scale of business service operations. The call center management hierarchy can be categorized as follows:

Call Center Management Hierarchy

I. Operations

This particular level is involved in overseeing the day to day activities of the inbound and outbound processes. This is where the people make decisions regarding the targets to be assigned to the subsequent hierarchies. Other responsibilities include designing the entire sales process campaign for outgoing processes. The job titles under this level are:

  • Chief of Operations
  • Shift In-charge
  • Team Leaders
  • Senior Supervisor
  • Campaign Manager

II. Quality control

This is where evaluation and assessment of the inbound and outbound voice processes are carried out. The dedicated personnel in this level see to it that the calls made are fruitful as in the number of customers and their complaints handled are at par with the assigned target, the profiles being:

  • Auditor
  • Quality Inspector
  • Quality Control Monitor
  • Supervisor

III. Human Resources

The personnel belonging to this call center management hierarchy carries out a wide range of HR activities starting from recruitment and selection on an internal as well as external basis. The remuneration is also strategically determined in the best interest of the executives. They also engage in providing the recruits with the necessary training to get the job done. The job titles include the following:

  • Director/Manager, HR
  • Assistant Manager, HR
  • Manager,, Training
  • Training In-Charge, Sales
  • Voice and Accent Trainer

IV.  The IT and Admin Department

Here, the dedicated personnel are involved in looking into the operational efficiencies of the IT equipments, and tailor the networking system and configuration to remove congestion in traffic of the inbound and outbound calls. The admin department is a support section which carries out the front office and back office activities. The profiles are:

  • IT In-Charge/Manager
  • Admin, Systems
  • Network Administrator
  • Front Office/Back End Executive

The call center management hierarchy oversees the entire operations of the inbound and outbound voice processes by incorporating the right manpower and IT equipments while designating the work among.