Contact Center Management Team

Definition

Contact Center Management Team (Call Center Management Team)

a team that performs the overall (administrative) management and risk management tasks for one or more related contact centers (call centers)

Classification

As illustrated in the preceding figure, Contact Center Management Team is part of the following inheritance hierarchy:

• Type: Concrete
• Superclass: Management Team
• Subclasses:
  • None

Responsibilities

The typical team-specific responsibilities of a Contact Center Management Team are to:

• Manage the contact center’s:
  • Costs and budget.
  • Communications, both internally and externally.
  • Delivery of work products and services.
  • Planning efforts.
  • Personnel.
  • Relationships with other organizations.
  • Resources.
  • Scope in terms of mission, objectives, and requirements.
  • Schedule in terms of dates and milestones.
• Monitor and manage the contact center’s risks.

A contact center management team typically inherits the general team responsibilities from the team method component.

Roles

A Contact Center Management Team typically consists of persons playing the following roles:

• Contact Center Manager, who manages the team.
• Configuration Manager
• Metrics Analyst
• Process Engineer
• Quality Engineer
• Scheduler

Tasks

A Contact Center Management Team typically performs the following team-specific management tasks an incremental, iterative, parallel, and time-boxed manner:

• Management Tasks:
  • Cost Management
  • Communications Management
  • Delivery Management
  • Management Planning
  • Personnel Management
  • Relationship Management
  • Resource Management
  • Scope Management
  • Schedule Management
• Risk Management Tasks:
  • Risk Analysis
  • Risk Control
  • Risk Identification
  • Risk Management Planning
  • Risk Monitoring

A contact center management team typically inherits the common team tasks from the team method component.

Work Products

A Contact Center Management Team typically produces all or part of the following work products:

• Management Work Products:
  • Contact Center Mission Statement
  • Contact Center Contract
  • Contact Center Statement Of Work
  • Contact Center Management Plan
  • Contact Center Documentation Plan
  • Contact Center Work Breakdown Structure
  • Contact Center Organization Chart
  • Contact Center Job Descriptions
  • Contact Center Master Schedule
  • Contact Center Management Team Schedule
  • Contact Center Budget
  • Contact Center Status Report
• Risk Management Work Products:
  • Contact Center Risk Management Plan

Guidelines

• Every contact center needs a contact center management team to manage it.
• Depending on the size of the contact center, some team members (e.g., process engineer, scheduler) may be part time.