Call Center Management and Technical Positions

In addition to the front-line employees that work with customers, the call center offers many other jobs in both management and technical areas. Examples of employment opportunities include:

• supervisor or team leader
• training development and delivery
• workforce scheduling
• quality monitoring or quality assurance
• business analyst (reporting and financials)
• process specialists
• human resources
• information technology
• facility design and maintenance

All of these areas are needed for the call center to work effectively and efficiently, and offer a strong and diverse career path for customer service representatives working in the call center.

Telemarketing and outbound call centers

Not all call centers receive calls. Many call centers make calls. These call centers are called outbound call centers and include telemarketing companies, debt collection agencies, fund raising organizations and other companies that need proactive contact with customers.

In some cases a call center will handle inbound calls from customers during one period of the day and then switch to outbound calling for the remainder of the day. Other call centers have the ability to blend inbound and outbound at the same time. In other words, if you are not needed for an inbound customer call, then the system can prompt you to place an outbound call. This capability minimizes the time agents sit idle waiting for a call to come in.