Typical Roles In A Contact Centre

Typical Roles In A Contact Centre

24 July 2017

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Within a contact centre, there are many roles which work together in order to make that centre a successful and a productive one. As I have spoken about in previous blogs, this covers anything from a customer service advisor to more technical, niche roles. All of these roles play a vital part in ensuring that the centre delivers excellent customer service and is a positive working environment.

Many people in contact centre work start off as an advisor and, through dedication and hard work, are able to progress their career relatively quickly. Many of the roles have transferrable skills that can be utilised successfully in other industries. Contact centre work is also beneficial for those who don’t like the idea of a typical 9 to 5.

Here are just some of the roles that I would typically recruit for:

Contact Centre Advisor

Probably the most well-known role within a contact centre is that of the advisor or agent, who is asked to make or take telephone calls on behalf of an organisation. The role can be to sell products or services or provide customer service. Increasingly, agents are expected to deal with enquiries via live chat or email services. This type of role requires a pro-active personality, enthusiasm and great communication skills.

Team Manager

Team Managers are responsible for ensuring individual advisors are performing against targets by reviewing their performance and coaching them to achieve more. Therefore, this role is focused on ensuring that the team meet key quality, performance and productivity targets. This role typically has responsibility for teams of 10-30 FTE, and can include both sales or service advisors, and often suits someone who has come from an advisor background but possess strong people management skills and a desire to progress.

Trainer / Coach

Ongoing training and support – in the form of additional technical knowledge or sales advice – is delivered by the centre trainers and coaches. They will liaise with Team Mangers to target those who need help and to generally motivate the agents to achieve their best.

Operations Manager

This person will look after the resource planning and estimating and liaise with the Team Managers and the Centre Manager regarding performance management information. The will typically act as a go-between for the IT department and technology suppliers. This role typically has responsibility from anything from 50-1000+ FTE. A large part of this role is increasing efficiency and effectiveness, and has overall responsibility for ensuring that their operation meets the demands of customers and key SLA’s. Operations Managers require strong stakeholder management skills. This is a role for those who are more technical and statistics-focused, with a strategic mindset.

Resource Planner/ Planning Manager

This role involves planning the effective utilisation of the workforce, forecasting and scheduling. Some Resource Planning Managers will also have responsibility for the production and delivery of Management Information (MI).

Centre Manager/ Head of

A Centre Manager/ Head of is responsible for the overall performance and budget of the contact centre. They will make decisions about the people, the process, the technology, the customers and the future strategy for the development of the centre. The Centre Manager is usually the person who liaises with other departments such as HR, IT and sales to ensure that productivity is at its best. This person will interact with the clients and will be involved in all key strategic initiatives. 

If you would like to take the next step in your contact centre career, I would be delighted to help you. Click here to see my details and we can discuss the roles that I currently have available.


Written By Cheryl Stobo


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