CALL CENTER POSITIONS

By Coach Oscar Montes

Dec 2018
 CALL CENTER POSITIONS
Once you are working in a call center, there are different positions in
which you can apply to be able to improve and be promoted. Some
positions include salary increase some others no, because of the role.

AGENT (TIER 1) - SALARY $450 - $600

The normal position in which you apply at the very beginning, your
first position, this is called a Production position.

AGENT (TIER 2 or 3) - NO SALARY INCREASE

This position is developing other type of calls, in which more process
are done and it requires more knowledge from the agent in order to
solve more difficult issues, this helps your experience as an agent.
 CALL CENTER POSITIONS

ESCALATION TEAM - NO SALARY INCREASE

This positions is in which agents are responding to customer as
SUPERVISORS since the supervisor is not available, they have the
capabilities to do things that a Tier 1, 2 or 3 will not be able to do. They
are supervisors on the phone.

MENTOR - NO SALARY INCREASE

This position is called support position and is in which an agent who
has more knowledge is helping bottom performers in order to
increase metrics and help the team, and also new agents that arrive to
the floor are getting help from the mentor to have a very good
performance. By Coach Oscar Montes
Dec 2018
 CALL CENTER POSITIONS

QA (QUALITY ASSURANCE) - SALARY $700 - $750

This position does the quality evaluation from each agent call in order
to make sure that the agent is following guidelines and process
established by the account.

TRAINER - SALARY $700 - $800

The person in this position (the Trainer) provide all the necessary
training and help to new agents and also tenure agents in order to
have a better development and understanding of the usage of the
account tools and systems.
 CALL CENTER POSITIONS
SUPERVISOR - SALARY $800 - $900
The person in this position is in charge of team development and
agent development, making sure that the metrics from the team and
each agent are good, since the account measures the development of
the agent based on those result and besides that is in charge of any
need from the agent related to the job.

ACCOUNT SUPERVISOR - SALARY $1,000 OR ABOVE

The person in this position is management positions and is in charge of
teams development and supervisors development, making sure that
the metrics from the team and each agent and supervisor are good an
account can have more than 1 account supervisor, depending on the
By Coach Oscar Montes
teams. Dec 2018
 CALL CENTER POSITIONS

ACCOUNT MANAGER - SALARY $1,500 OR ABOVE

The person in this position is management position and is in charge of
teams development and supervisors development, making sure that
the metrics from the team and each agent, supervisor and account
supervisor are good, each account can have only 1 Account Manager.

ACCOUNT MANAGER AND ACCOUNT SUPERVISOR

Sometimes this positions does not have any knowledge of the product
that the account uses, they work more with financial, HR and results,
they work more with management than with production.
 CALL CENTER POSITIONS

HR CONSULTANT
Each account has HR consultant and this is the one in charge of follow
any process related to HR (Promotions/Days off/Permissions) and as
well is in charge of following any activities in the account.

RECRUITER
This positions is in charge or get the necessary people for the account,
they are in charge to fill the accounts with agents so the account can
work for high seasons and other needs.

By Coach Oscar Montes

Dec 2018
 CALL CENTER POSITIONS

IT HELPDESK - SALARY $700 - $800

This position support the account in anything related to technical
support for computer, tools, systems and communications. Anything
related in informatic topics.

WORKFORCE MANAGEMENT
This is the department in charge of scheduling timing of breaks, lunch,
time off, vacations, work schedule, they are also in charge of your
metrics, to make sure that you are developing properly within the
account.

By Coach Oscar Montes

Dec 2018
 CALL CENTER POSITIONS

There are some other positions in which you can also apply, the only
observation will be that you will have university studies in order to
apply, but other than that, you have chances to be able to grow in the
company and develop your carrier.

Call centers give you the chance to improve or apply for a higher
position once you have more than 4 months in the company.

By Coach Oscar Montes

Dec 2018
 REVIEW...

WHAT POSITIONS DO YOU KNOW THAT WE HAVE IN A CALL

CENTER?

WHICH POSITION CALLS YOU ATTENTION? AND WHY?

By Coach Oscar Montes

Dec 2018