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Contact Center Team Functions


Call Center Essentials

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Unit Video

Unit Summary

The usual functions you would find in a contact center:
  • Contact Center Agent
  • Contact Center Team Leader
  • Workforce Management (WFM) Lead
  • Quality Management Team
  • Management Information Systems (MIS) Team
  • Contact Center Manager

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Contact centers are designed around key functions made up of teams. Here are the usual functions you would find in a contact center
  • Contact Center Agent: Answering contacts that come from the customers or doing outbound calls
  • Contact Center Team Leader: Handling Escalations from agents that they weren't able to solve
  • Workforce Management (WFM) Lead: Prepares staff schedules, holidays and leave bookings
  • Quality Management Team: Monitoring Interactions, preparing score card, recommending agent training, recommending corrective actions
  • Management Information Systems (MIS) Team: Responsible of preparing dashboards, prepare reports, daily, monthly and yearly performance report, call volume report, etc
  • Contact Center Manager: Responsible for overall management of the contact center