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Sample Call Center Hierarchy 8.13.07

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Sample Call Center Hierarchy 8.13.07

  1. 1. Call Center Hierarchy Sales Department Director, Sales and Operations Sales Team Lead 5:45 – 2:30 (Red) Sales Team Lead 7:45 – 4:30 (Green) Sales Team Lead 12:15 – 9:00 (Blue) <ul><li>Senior Sales Specialist </li></ul><ul><li>Sales Specialist </li></ul><ul><li>Sales Apprentice </li></ul><ul><li>Senior Sales Specialist </li></ul><ul><li>Sales Specialist </li></ul><ul><li>Sales Apprentice </li></ul><ul><li>Senior Sales Specialist </li></ul><ul><li>Sales Specialist </li></ul><ul><li>Sales Apprentice </li></ul>Call Center Floor Manager Manager, Call Center Analytics
  2. 2. Call Center Hierarchy Customer Service Department Director, Sales and Operations Customer Service Manager Manager, Call Center Analytics Customer Service Supervisor Service Team Lead I. Senior Service Specialist II. Service Specialist III. Service Apprentice
  3. 3. Sales: Team Lead Job Description <ul><li>Title : Team Lead </li></ul><ul><li>Location : xxxxxxxxxxxxxx </li></ul><ul><li>Reports To : Director, Sales and Operations </li></ul><ul><li>Job Purpose Summary: To motivate, manage and maintain a team of sales agents by meeting sales and metrics goals and by providing guidance, assistance and structure to individual agents and the team as needed. </li></ul><ul><li>Key Responsibilities: </li></ul><ul><li>Ensure that agents/team are maintaining satisfactory Sales and Quality performance scorecards by maintaining satisfactory metrics such as call/email handle time, total # of calls/emails taken, Speed of Answer, sales, discount percentages, ADS (average dollar per sale) etc. </li></ul><ul><li>During times of escalated call/email volume be logged-in and available to handle calls/emails as necessary to maintain customer satisfaction and sales objectives. </li></ul><ul><li>During times of agent absences (scheduled or unscheduled), ensure that the agents outstanding issues or tasks are maintained including voice mails, pending transactions, inbound direct customer calls, customer emails, etc. </li></ul><ul><li>Communication of key agent and team issues with all members of the Call Center management team and active participation in department meetings. </li></ul><ul><li>Be aware of Sales and Call Center metrics, as provided by Floor Manager and Analyst, on a daily, weekly and monthly basis. </li></ul><ul><li>Timekeeping for agents including the use of Sign In sheets, documentation regarding Lates/Abscences and checking the Department Attendance Voice Mail at the time scheduled. </li></ul><ul><li>Be aware of teams agent status/ACD state at all times by monitoring email/voice Queues and ensuring agents are logged in and available at all times when they are scheduled to be available in the queue. </li></ul><ul><li>Proactive in identifying agent and team level areas needing improvement and identify and execute ways to increase productivity and compliance. </li></ul><ul><li>Maintaining queue mailboxes and also ensure that agents are returning customer voice mails/emails from their individual mailboxes. </li></ul><ul><li>Maintain satisfactory attendance. Lamps Plus entitles all agents to 5 Sick Days and 5 Vacation days after sufficient accrual, 10 Days of Vacation after 2 years of employment. </li></ul><ul><li>Generate Sales through customer sales calls, callback emails and chats. </li></ul><ul><li>Other reasonable business requests as necessary made by any member of management. </li></ul>
  4. 4. Sales: Floor Manager Job Description <ul><li>Title : Team Lead </li></ul><ul><li>Location : xxxxxxxxxxxxxx </li></ul><ul><li>Reports To : Director, Sales and Operations </li></ul><ul><li>Job Purpose Summary: To motivate, manage and maintain a team of sales agents by meeting sales and metrics goals and by providing guidance, assistance and structure to individual agents and the team as needed. </li></ul><ul><li>Key Responsibilities: </li></ul><ul><li>Ensure that agents/team are maintaining satisfactory Sales and Quality performance scorecards by maintaining satisfactory metrics such as call/email handle time, total # of calls/emails taken, Speed of Answer, sales, discount percentages, ADS (average dollar per sale) etc. </li></ul><ul><li>During times of escalated call/email volume be logged-in and available to handle calls/emails as necessary to maintain customer satisfaction and sales objectives. </li></ul><ul><li>During times of agent absences (scheduled or unscheduled), ensure that the agents outstanding issues or tasks are maintained including voice mails, pending transactions, inbound direct customer calls, customer emails, etc. </li></ul><ul><li>Communication of key agent and team issues with all members of the Call Center management team and active participation in department meetings. </li></ul><ul><li>Be aware of Sales and Call Center metrics, as provided by Floor Manager and Analyst, on a daily, weekly and monthly basis. </li></ul><ul><li>Timekeeping for agents including the use of Sign In sheets, documentation regarding Lates/Abscences and checking the Department Attendance Voice Mail at the time scheduled. </li></ul><ul><li>Be aware of teams agent status/ACD state at all times by monitoring email/voice Queues and ensuring agents are logged in and available at all times when they are scheduled to be available in the queue. </li></ul><ul><li>Proactive in identifying agent and team level areas needing improvement and identify and execute ways to increase productivity and compliance. </li></ul><ul><li>Maintaining queue mailboxes and also ensure that agents are returning customer voice mails/emails from their individual mailboxes. </li></ul><ul><li>Maintain satisfactory attendance. Lamps Plus entitles all agents to 5 Sick Days and 5 Vacation days after sufficient accrual, 10 Days of Vacation after 2 years of employment. </li></ul><ul><li>Generate Sales through customer sales calls, callback emails and chats. </li></ul><ul><li>Other reasonable business requests as necessary made by any member of management. </li></ul>
  5. 5. Sales: Team Lead Job Description <ul><li>Title : Team Lead </li></ul><ul><li>Location : xxxxxxxxxxxxxx </li></ul><ul><li>Reports To : Director, Sales and Operations </li></ul><ul><li>Job Purpose Summary: To motivate, manage and maintain a team of sales agents by meeting sales and metrics goals and by providing guidance, assistance and structure to individual agents and the team as needed. </li></ul><ul><li>Key Responsibilities: </li></ul><ul><li>Ensure that agents/team are maintaining satisfactory Sales and Quality performance scorecards by </li></ul><ul><li>Aid in the creation of daily/quaterly/yearly department incentive/reward programs and ensure their implementation. </li></ul><ul><li>Identify needs in staffing and planning and interview and place candidates accordingly. </li></ul><ul><li>During times of agent absences (scheduled or unscheduled), ensure that the agents outstanding issues or tasks are maintained including voice mails, pending transactions, inbound direct customer calls, customer emails, etc. </li></ul><ul><li>Communication of key agent and team issues with all members of the Call Center management team and active participation in department meetings. </li></ul><ul><li>Be aware of Sales and Call Center metrics, as provided by Floor Manager and Analyst, on a daily, weekly and monthly basis. </li></ul><ul><li>Timekeeping for agents including the use of Sign In sheets, documentation regarding Lates/Abscences and checking the Department Attendance Voice Mail at the time scheduled. </li></ul><ul><li>Be aware of teams agent status/ACD state at all times by monitoring email/voice Queues and ensuring agents are logged in and available at all times when they are scheduled to be available in the queue. </li></ul><ul><li>Proactive in identifying agent and team level areas needing improvement and identify and execute ways to increase productivity and compliance. </li></ul><ul><li>Maintaining queue mailboxes and also ensure that agents are returning customer voice mails/emails from their individual mailboxes. </li></ul><ul><li>Maintain satisfactory attendance. Lamps Plus entitles all agents to 5 Sick Days and 5 Vacation days after sufficient accrual, 10 Days of Vacation after 2 years of employment. </li></ul><ul><li>Generate Sales through customer sales calls, callback emails and chats. </li></ul><ul><li>Other reasonable business requests as necessary made by any member of management. </li></ul>
  6. 6. Sales: Floor Manger Job Description <ul><li>Title : Team Lead </li></ul><ul><li>Location : xxxxxxxxxxxxxx </li></ul><ul><li>Reports To : Director, Sales and Operations </li></ul><ul><li>Job Purpose Summary: To motivate, manage and maintain a team of sales agents by meeting sales and metrics goals and by providing guidance, assistance and structure to individual agents and the team as needed. </li></ul><ul><li>Key Responsibilities: </li></ul><ul><li>Ensure that entire sales department maintains satisfactory Sales and Quality performance </li></ul><ul><li>During times of escalated call/email volume be logged-in and available to handle calls/emails as necessary to maintain customer satisfaction and sales objectives. </li></ul><ul><li>During times of agent absences (scheduled or unscheduled), ensure that the agents outstanding issues or tasks are maintained including voice mails, pending transactions, inbound direct customer calls, customer emails, etc. </li></ul><ul><li>Communication of key agent and team issues with all members of the Call Center management team and active participation in department meetings. </li></ul><ul><li>Be aware of Sales and Call Center metrics, as provided by Floor Manager and Analyst, on a daily, weekly and monthly basis. </li></ul><ul><li>Timekeeping for agents including the use of Sign In sheets, documentation regarding Lates/Abscences and checking the Department Attendance Voice Mail at the time scheduled. </li></ul><ul><li>Be aware of teams agent status/ACD state at all times by monitoring email/voice Queues and ensuring agents are logged in and available at all times when they are scheduled to be available in the queue. </li></ul><ul><li>Proactive in identifying agent and team level areas needing improvement and identify and execute ways to increase productivity and compliance. </li></ul><ul><li>Maintaining queue mailboxes and also ensure that agents are returning customer voice mails/emails from their individual mailboxes. </li></ul><ul><li>Maintain satisfactory attendance. Lamps Plus entitles all agents to 5 Sick Days and 5 Vacation days after sufficient accrual, 10 Days of Vacation after 2 years of employment. </li></ul><ul><li>Generate Sales through customer sales calls, callback emails and chats. </li></ul><ul><li>Other reasonable business requests as necessary made by any member of management. </li></ul>
  7. 7. Job Descriptions Sales Department <ul><li>Title : Call Center Floor Manager </li></ul><ul><li>Location : xxxxxxxxxxxxxx </li></ul><ul><li>Reports To : Call Center Director </li></ul><ul><li>Job Purpose Summary: To motivate, manage and maintain designated sales agents by meeting sales and metrics goals and by providing guidance, assistance and structure to individual agents and team as needed. </li></ul><ul><li>Key Responsibilities: </li></ul><ul><li>Ensure that agents/team are maintaining satisfactory Sales and Quality performance scorecards by maintaining satisfactory team metrics such as call/email handle time, total # of calls/emails taken, Speed of Answer, sales, satisfactory discount percentages, ADS (average dollar per sale) etc. </li></ul><ul><li>During times of escalated call/email volume (including times when opposing teams are on breaks/training) be logged-in and available to handle calls/emails as necessary to maintain customer satisfaction and sales objectives. </li></ul><ul><li>During times of agent absences (scheduled or unscheduled), ensure that the agents outstanding issues or tasks are maintained including voice mails, pending transactions, inbound direct customer calls, customer emails, etc. </li></ul><ul><li>Be available to handle and identify escalated irate/angry customer calls, sales/closing, discounting and product knowledge assistance when needed. </li></ul><ul><li>Communication of key agent, team and department issues with all members of the Call Center management team and active participation in department meetings. </li></ul><ul><li>Ensure that new hires, which have completed training, are equipped with the necessary tools, systems and knowledge to operate and be successful. </li></ul><ul><li>Be aware of Sales and Call Center metrics, as provided, on a daily, weekly and monthly basis. </li></ul><ul><li>Timekeeping for agents including the use of Sign In sheets, emails recording Lates/Abscences and checking the Department Attendance Voice Mail at the time scheduled. </li></ul><ul><li>Be aware of designated agents status and ACD state at all times scheduled by monitoring all Sales Queues and ensuring agents are logged in and available at all times when they are scheduled to be available in the queue. </li></ul><ul><li>Ensure that designated agents are following company and department procedure including Dress Code, Attendance, Release Code policies, etc. Keep accurate records, notes and documentation of agent issues, department memos, etc. as necessary. </li></ul><ul><li>Proactive in identifying agent and team level areas needing improvement and identify and execute ways to increase productivity and compliance. </li></ul><ul><li>Maintaining queue mailboxes and also ensure that agents are returning customer voice mails/emails from their individual mailboxes. </li></ul><ul><li>Maintain satisfactory attendance. Lamps Plus entitles all agents to 5 Sick Days and 5 Vacation days after sufficient accrual, 10 Days of Vacation after 2 years of employment. </li></ul><ul><li>Generate Sales through customer sales calls, callback emails and chats. </li></ul><ul><li>Other reasonable business requests as necessary made by any member of management. </li></ul>

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