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Call Center Management Structure Messages in this topic - RSS


I am currently creating a proposal to take our call center back in-house. I am having difficulty in determining what the leadership staffing needs will be for the center. There will be 50 FTEs made up of 30 full time & 40 part-time agents in the 24x7 call center. Currently, we are thinking that the following might work best: 1 Manager, Call Center Operations, over 1 Operations Supervisor over 2 Shift Supervisors over 3 Leads each over 12 to 15 Agents each I am very interested in how other call centers are structured. Please let me know if you can share any insight on this. Thanks.

- Luanne M. Lo Monte, Diggers Hotline, Inc.
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