day3 callcenterdepartment
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CALL CENTER DEPARTMENTSDAY 3 / LEGATO SERVICES LTD.
Organogram for IT Department
IT Department:
Without an IT team a call center simply cannot run. They are the ones to keep the equipment including phones and computers running smoothly so that calls can be answered in a timely fashion. The IT department will usually report to the operations manager, but all departments will report to the IT team with problems that need to be addressed.
IT Managear
Network Administrator
System Administrator
Dialer Administrator
Training Department
Director Training & Development
Training Manager
Voice and Accent Trainer
Sales TrainerProcess Trainer
Training Department:Training is an important aspect of running a quality call center as Contact Center agents will not appropriately represent a company without it. Within a training department there is usually a training manager that overseas trainer on a daily basis and reports daily achievements and problems to the CEO.
Operations DepartmentDirecto
r
Shift Manager
Campaign Manager
Supervisor
Team Captain
TSR/CSR
The Operations Department all begins with the Director Operations. Sometimes also know as a Call Center Manager. They are responsible for all departments within the call center as well as relations with all outside contacts such as maintenance, vending, payroll, human resources or any other company the call center works with.
Operati ons Department:
Direct HR
Manager HR
Assistant Manager HR
HR Exicutive
Assistant HR Trainer
Training Executive
HR Department
HR Department:Our HR Department provides large and small companies with support when particular objectives have to be met within a particular time frame. Sometimes this support is required because existing resources are stretched. Other times the need arises because particular expertise is required.
The Ideal HR Department Would Include:
Human resource Attorney
Human resource Generalist
Training Manager
Recruiting Manager
A team of specialist to call on for any and all recruiting, orientation, training and human resource needs you have
An internal HR Employee Team to act as the eyes, ears and voice for all employees.
Our HR team’s vision: To manage our client’s most important and costly resource by creating a “cost savings” human resource program that puts in place process that make recruiting, orientation, training and compliance work like clockwork.
HR handles the following areas:
Contracts of employment Employee handbooks Recruitment Redundancy projects Training and development Employee relations Discipline and grievance Procedures Health and safety Payroll Absence management TUPE transfers Psychometric assessments Employee attitude surveys
Quality Assurance Department
QA Manager
QA Monitor QA Auditor
Quality Assurance:Quality assurance is monitored within a call center to ensure customers are receiving the best possible experience when calling in or being called. Quality teams will consist of a manager within the department who reports to the shift supervisor and a team of agents who listen to customer calls and score them based on measurable KPI’s.
Administration Department
Administrati on Department:
Director Admin
Admin Executive
Front Desk Receptionist
Admin Executive
Manager Admin
Assistant Manager Admin
Administrators engage in a common set of functions to meet the organization’s goals.
∆ Planning∆ Organizing∆ Staffing∆ Directing∆ Controlling∆ Budgeting
Planning:Planning is deciding in advance what to do, how to do it, when to do it and who should do it. It maps the path from where the organization is to where it wants to be. The planning function involves establishing goals and arranging them in logical order.
Organizing:Involves identifying responsibilities to be performed, grouping responsibilities into departments or divisions, and specifying organizational relationships. The purpose is to achieve coordinated effort among all the elements in the organization.
Staffi ng:Involves identifying responsibilities to be performed, grouping responsibilities into departments or divisions, and specifying organizational relationships. The purpose is to achieve coordinated effort among all the elements in the organization.
Directi ng:Is leading people (see leadership) in a manner that achieves the goals of the organization. This involves proper allocation of resources and providing an effective support system. Directing requires exceptional interpersonal skills and the ability to motivate people.
Controlling:Is leading people (see leadership) in a manner that achieves the goals of the organization. This involves proper allocation of resources and providing an effective support system. Directing requires exceptional interpersonal skills and the ability to motivate people.
Budgeti ng:Accepted from the above list, incorporates most of the administrative functions, beginning with the implantation of a budget plan through the application of budget controls.
