TYPICAL ROLES

IN A CALL CENTER

EZEQUIEL MEJIA
 A call center agent is the frontline for a
company, handling customer calls by
CALL CENTER AGENT
answering questions, resolving issues, and
providing information about products or
services. They are the voice of the
company, ensuring a positive customer
experience.
 TEAM LEADER
A Team Leader in a call center manages a group
of customer service agents, making sure they
meet their goals and deliver great service. They
lead team meetings, provide ongoing support
and coaching, handle customer issues that need
extra attention, and communicate between
agents and managers.
 A Call Centre Manager is in charge of
overseeing the entire operations of a call
center. They are responsible for managing the
team of customer service representatives,
ensuring that they handle calls efficiently and
provide excellent service to customers.
CALL CENTRE
MANAGER
 RESOURCE PLANNING
ANALYST
A Resource Planning Analyst in a call center is
responsible for ensuring that the right number of
agents with the necessary skills are available at all
times to handle customer calls effectively. They
analyze data on call volumes, trends, and agent
performance to forecast future needs
QUALITY ANALYST
A Quality Analyst in a call center is responsible for
evaluating and ensuring the quality of customer
interactions. They listen to recorded calls or
review chat transcripts to assess how well agents
are handling customer inquiries and following
company procedures.
 HEAD OF THE CALL
CENTER
The Head of the Call Center is the leader
responsible for overseeing all operations
and managing the overall performance of
the call center. They lead a team of
managers and agents, setting goals, and
ensuring that they are met.
DIGITAL CONTACT
DIRECTOR
The Digital Contact Director in a call center
oversees all digital communication channels such as
email, chat, and social media interactions with
customers. They develop strategies to enhance the
efficiency and effectiveness of these digital
channels, ensuring timely responses and high-
quality customer service.
 OPERATION MANAGER
An Operations Manager in a call center is
responsible for overseeing the day-to-day
activities and ensuring smooth operations. They
supervise a team of agents, monitor performance
metrics such as call volume and response times,
and make sure that service standards are met.
CHIEF CUSTOMER OFFICER
The Chief Customer Officer (CCO) in a call center
is a senior executive responsible for championing
customer-centric strategies across the
organization. Their primary focus is on enhancing the
overall customer experience by aligning business
goals with customer needs and expectations
CUSTOMER EXPERIENCE OFFICER (CXO)

The Customer Experience Officer (CXO) in a call

center is responsible for overseeing and
improving every aspect of how customers
interact with the company. Their main focus is on
creating positive and seamless experiences for
customers across all touchpoints, from initial
contact to issue resolution.
 HUMAN RESOURCES (HR)
TÍTULO
THE HUMAN RESOURCES (HR)
DEPARTMENT IN A CALL CENTER IS
RESPONSIBLE FOR MANAGING EMPLOYEE-
RELATED MATTERS. THEY OVERSEE
RECRUITMENT, HIRING, AND
ONBOARDING PROCESSES TO ENSURE THE
CENTER HAS SKILLED AND QUALIFIED
STAFF. HR HANDLES EMPLOYEE BENEFITS,
PAYROLL, AND COMPLIANCE WITH LABOR
LAWS AND COMPANY POLICIES.
A TRAINER IN A CALL CENTER IS RESPONSIBLE
FOR TEACHING NEW HIRES AND EXISTING
EMPLOYEES THE SKILLS THEY NEED TO EXCEL
IN THEIR ROLES. THEY DESIGN AND DELIVER
TRAINING PROGRAMS THAT COVER

TRAINER
CUSTOMER SERVICE TECHNIQUES.
COACH A COACH IN A CALL CENTER IS A MENTOR
WHO WORKS CLOSELY WITH CUSTOMER
SERVICE AGENTS TO HELP THEM IMPROVE
THEIR SKILLS AND PERFORMANCE. THEY
PROVIDE PERSONALIZED GUIDANCE AND
FEEDBACK BASED ON OBSERVATIONS OF
AGENT INTERACTIONS WITH CUSTOMERS.
THANK
YOU