Call Center Organizational Design

[mhaqqi]

What is your organizational design for call center?

Mine is:

Agent - Senior - Team Leader - Call Center Manager - Call Center Director

But will develop it soon.

[hardikcc]

Mine is :

Branch -> Agent -> Team Leader -> Asst Manager -> Manager -> Center Head

Corporate -> Center Heads -> COO -> CEO

Regards,
Hardik

Originally Posted by mhaqqi

What is your organizational design for call center?

Mine is:

Agent - Senior - Team Leader - Call Center Manager - Call Center Director

But will develop it soon.

[malcolm922]

Mine is:

agents ->Team Leader->CC Manager->Senior cc Manager -> CC Director

->Knowledge Deveploment ->Knowledge Management -> Training Lead
con't -> Knowledge Development & Management Manager

-> QA specialist - QA Lead - Knowledge Development & Management
Manager

-> RTFM specialist -> RTFM Lead - CC Support Manager
-> OAC specialist -> OAC Lead -> CC Support Manager
-> OCC Specialist -> CC Support Manager
- WFM specialist -> WFM Lead - CC Support Manager

We currently managaing more than 100 agents outsourcing call center for ISP sso basically this is our Org chart. Hope this can help. TQ

[Ms. Tery]

May I know what is the optimum ratio per manager to asst manager, per assistant manager to team leader, per team leader to agents? thanks!

[Sudhar]

Hi Terry,

Based on my Experience Manager to assistant Manager Ratio(1 : 6)
Assistant Manager to Agent(1 : 12)