Job
Center
Call Center
Jobs Series
The Call Center Jobs tutorial series includes
topics ranging from "What is a call center?" to "What questions will they
ask me at the interview?" This series will help prospective employees understand the
call center industry, know where to go to find a call center job and help them prepare for
an interview. Module 1 of the series covers the basics of a call center. Module 2 in
the series will talk more about the types of jobs available in the call center industry,
the roles and responsibilities and how to find these jobs. Module 3 will help you prepare
for an interview.
Send
this page to a friend
Module
2 - Types of jobs in a call center
This module presents the most common jobs in a
call center including the roles and responsibilities for these jobs. Industry-specific
jobs are not included in this tutorial (e.g. health claim specialist). The roles and
skills listed in this tutorial are general in nature. Each call center will have
additional specific requirements. The job titles included in this tutorial are:
- customer service representative
- supervisor or team leader
- training manager
- training delivery
- workforce scheduler
- quality monitoring or quality assurance team member
- business analyst (reporting and financials)
- process specialist
- human resource (hiring and recruiting)
- information technology
- call center manager or director
Title:
Customer service representative
Role: Direct interaction with customers both inbound and outbound via telephone, email,
text chat, mail and fax; includes transaction processing using a computer.
Skills: Customer service, communications (voice quality, grammar, and articulation),
listening, computer and keyboarding, writing, interpersonal (people skills),
multi-tasking, conflict management and telephone etiquette; sales skills needed for some
call centers.
Previous experience: may look for applicants with prior customer service or call center
experience but is often an entry-level position.
Title:
Supervisor
Role: Support customer service representative in groups ranging from 3 to 20 employees,
help agents create professional development plans, communicate call center activities and
plans to agents, participate in special projects, monitor calls and provide feedback or
corrective action to agents, measure employee performance, support the interviewing
process for new hires, assist with difficult contacts, manage attendance and schedules for
employees and work with the leadership team on budget and strategy issues.
Skills: management and leadership, data analysis, communications, coaching,
professional development, and listening.
Previous experience: call center and/or prior coaching experience
Title:
Training manager
Role: manage the development and delivery of training for the call center including
curriculum development, training development and training delivery; manage the training
group including instructors; manage any outside contractor services for training;
coordinate training facilities, develop long-term training strategy including ongoing
needs assessment and feedback from quality monitoring processes; coach and develop the
training group including developers and instructors.
Skills: training, curriculum development, management and leadership, data analysis,
communications, coaching, professional development, and listening.
Previous experience: training or education background, call center experience and
coaching experience
Title:
Training delivery
Role: deliver training classes to customer service representatives, assess feedback,
assist in curriculum development and support to training development team, provide
logistical coordination for training classes
Skills: training delivery, communications and public speaking, interpersonal
(people-skills) and facilitation; understands adult learning processes.
Previous experience: training or education background, call center and teaching
experience.
Title:
Training development
Role: conduct training needs assessment, develop overall curriculum, develop
training classes and course materials, analyze training effectiveness and implement
corrective action to address performance gaps.
Skills: training development, communications, understanding of adult learning
processes, knowledge of training delivery techniques and alternate training channels
including web, video and computer-based training (CBT).
Previous experience: training or education background, call center experience,
prior work in training and curriculum development.
Title:
Workforce scheduler
Role: Forecast contact volumes and staffing needs, schedule employees in the call
center based on work load, staffing requirements for new hires, analysis of trend data,
real time schedule adjustments; account for absent or sick employees and peaks in contact
volume.
Skills: knowledge and application of workforce scheduling software and staffing models,
data gathering and trend analysis including application of spreadsheet software like MS
Excel, statistical analysis, graphing, data presentation, communications, team
presentations and public-speaking skills.
Previous experience: often requires prior call center experience in workforce
management
Title:
Quality monitoring or quality assurance team
Role: monitor agent contacts to ensure quality customer service and compliance with
call center procedures for call handling; provide call performance feedback and trend data
to coaches and/or agents, the training group and the hiring manager.
Skills: listening, data analysis, objective scoring, communications, trend and pattern
analysis and data presentations.
Previous experience: often requires prior call center experience as a customer service
representative or supervisor.
Title:
Business analyst
Role: conduct overall performance and financial analysis for all aspects of call center
operations including data analysis, trend analysis, graphing, presentation development and
delivery; assist with strategy development with the leadership team of the call center;
help prioritize special improvement projects for call center operations.
Skills: data and trend analysis, presentation development including high-end database
and spreadsheet applications, communications, public speaking, strategy development.
Previous experience: requires extensive call center work experience or consultative
background.
Title:
Process specialist
Role: Document, measure and improve business and contact handling processes in the call
center; apply quality improvement techniques to create environment of continuous quality
improvement; measure customer satisfaction, conduct root cause analysis for performance
issues and implement solutions; initiate and manage strategic projects for the call center
including work with groups outside the center.
Skills: Background in quality and process improvement, excellent communication skills,
presentation preparation including use of spreadsheet and presentation software
applications like MS Powerpoint, facilitation skills, conflict management, and
interpersonal (people skills).
Previous experience: requires background in quality and process improvement (TQM, Six
Sigma, BPR) and project management; call center work experience preferred.
Title:
Hiring manager
Role: manage the hiring and retention process for the call center including
advertising, recruiting, screening, interviewing, employee orientation, employee
terminations, employee advancement and exit interviews.
Skills: excellent communication and people skills combined with knowledge of HR
policies and procedures including legal issues surrounding employment law.
Previous experience: background or education in human resources and call center
experience
Title:
Information technology
Role: ranges from IT support to advanced customized software application development
and system integration; network management and design; ongoing moves and adds, and system
maintenance (desktop computers and telephones)
Skills:hardware and software application knowledge, programming skills, network design
and network management knowledge, communication and interpersonal skills
Previous experience: requires education and training in desired IT field; call center
knowledge or experience preferred.
Title:
Call center manager or director
Role: manage the day-to-day operations for the call center including financial budgets,
operations, communications, coaching and development of call center supervisors and
managers, strategic planning for the call center; set operational goals and performance
objectives, monitor and improve call center performance with other departments or
divisions within the company; conduct interactions and regular communications outside of
the call center; manage all call center support functions including training, QA, hiring,
IT support and process improvement.
Skills: leadership and management, coaching and communication skills, facilitation and
conflict resolution, strategic planning, financial analysis and budgets
Previous experience: extensive call center experience and coaching or management
experience
Coming up next in the series -
Finding a job in the call center industry
Search for jobs | Login to Job Board
970-669-6554 --
Email Us -- Sitemap
About Us. Copyright 1998-2007. All rights reserved.
Centerserve is a division of Prosci, Inc. |
