Staff to Supervisor Ratios

[GryphMonster]

We are considering restructuring our center. I would appreciate your input on the following:

1. What is your agent-to-sup ratio?
2. Are sups in charge of a set team of agents, or of the center at large?
(This issue is problematic for us, as we are 24/7 and have agents starting at all hours based on their availability - there are no set shifts that everyone must fit into.)
3. How many trainers, leads, QA people, etc. do you have?
4. What other positions/titles have you found to be useful?

Thanks for your help.

[FourGW44]

Hey Gryph,
I currently work for a call center with approximately 100 people in it. We are not open 24 hours, but we have a few Call Centers around the nation to cover the other time zones. Our facility has about 15-20 reps to one Supervisor. I find that this works very well. The 20 people that I supervise have just about the same shift as me and there really hasnt been any problems. We also have 1 Team Leader that is an extra hand for the Supervisor. Lastly, we put in a position last year called a Senior Care Coordinator. They are a rep just like everyone else, but if help is needed, you can go to them as well. We only have one trainer for the whole call center. I find having 1 Supervisor, 1 Team Leader, and one Senior Care Coordinator is ideal for a team of 20. I hope this helped you. If you have any questions, please let me know.

GW