Human Resource Planning

[LMEK]

I am with a new center and We would like to have an Idea of the Organisational structure of an outbound center, anyone with an org. chart I could look at to compare ?

[Seymour]

You don't mention the size of your new call center, or the number of expected employees. Size will determine, in part, the depth of the organizaton you'll require.

It you're to be operating a fairly large center, at minimum, you'll need:

1. Yourself--Call Center Manager

Will have overall responsibility for the total operations of the center, including budgets, and will report directly to owners/CEO etc. This individual will work with supervisors, and training manager to develop apropriate scripts. Reps input, via. 'chain of command' through supervisors and trainer is also recommended.
This perosn is also responsible for the development of call lists.

a. Administrative Assistant--will be there to take care of paperwork, and report directly to you. The Administrative Assistant will function much like a private secretary.

2. Human Resources

Will be responsible for recruiting, screening, hiring, training and employee benefit programs. Also responsible for implementation of 'workplace' rules, and emplolyee discipline and terminations.

3. Training Manager

Responsible for initial training of new hires, and on-going re current training of existing personnel. Will work with Human Resources while reporting directly the the Center Manager.

This individual may, if the center is not too large, also serve as a floor supervisor.

4. Floor Supervisor(s)

Should be one floor supervisor for each nine representatives. These individuals should be responsible for 'quality control' including call monitoring and employee (rep) coaching.

5. CIT/IS person:

Technical person responsible for the proper function of equipment including phones, dialers and integration programs. This person may also be responsible for input of call lists into the system, and pruge of no=call requestors, etc.

6. General Houskeeping

This person(s) is responsible for maintenance and cleaning of the facility.

Human Resources and Training may also have need of administrative assistants, either full time or part time.

Good luck with your new center. Hope all goes well with you.

Seymour Czowznofskei

[LMEK]

Thanks for the input was helpful.

The center will be 120 seats and we already have all the positions you described. however what is causing a problem is the reporting relationships , some clarification on this matter would be welcome.

[Tracy Royal]

I have seen most call centers (who do not have a centralized national senior management group to report to) use an org chart where everyone in the center reports to the Site Director/Manager. 120FTE is a managable size and one person should be able to lead that group, if they have a strong management support team.
If there is only one person in charge, you will need to have some checks and balances to ensure that reporting is accurate and that the person in charge is doing a good job.
In larger centers I have seen the Training/HR/Telecom/IT/Admin people report to one Director and all of the agents and supervisors report to another Director.

[smack]

LMEK_

Been a way for a while. If you still need help with this, post up your titles and responsibilities and I'll put it to a flow chart or two for you.

Hey you're in Jamaica mon!

Smack