Register now or log in to join your professional community.
On one end, you have agents.. On the opposite end, there is a sector executive... If you had25 agents, and a Call Center Head, do you need any "management" in the middle? Even if those25 agents are divided into teams, are team supervisors needed, with that agent volume?
The tree will be Call Center Manager - CC supervisor - team leader - agents
In addition, you could divide to teams for sure to different types of business
From my point of view, the decent span of control if you have good system and strong reporting that support your day-to-day activity will be as follow
1/15 for team leader
1-4 for supervisor
i useto manage the inbound part of call center with77 fulltime agents. In my experience i learnt minimum7 and max9 is a very productive number ... so each team lead had approx9 agents and i had seven team leaders ... and i reported to the Head who ran the inbound , outbound, the complaint resolution unit and the activity verification unit
