Call Center Supervisor – Call Center Manager, Call Center Operations Manager, Contact Center Manager, Call Center Quality Assurance Manager, Contact Center Supervisor, Call Center System Administrator, Call Center Administrator.Call Center Director – Call Center Team Leader, Call Center Lead, Contact Centre Team Leader, Director of Call Center Operations, Contact Center Team Leader.Call Center VP – Vice President Call Center Operations, Vice President of Call Center Operations, Contact Center Vice President.Head of Call Center – Chief Customer Officer, Chief Contact Center Officer, Chief Support Officer.Call Center Job Titles Hierarchyīelow is a call center hierarchy structure with top seniority listed at the top, down to entry-level jobs at the bottom ( call center roles): Now, let’s have a look at a typical call center hierarchy. (Editor’s Note: There are a few call center job titles that overlap with our Top 20 Customer Service Job Titles blog.) Customer service gives more 1-on-1 support during the entire customer process. Whiteside looks after the Walmart “customer journey,” including call center support.Ĭall centers aim to have a high volume of calls to solve customer issues. They also have a Chief Customer Officer, Janey Whiteside, who reports to the CEO and the E-Commerce Chief. For example, Walmart uses “Customer Service and Call Center jobs” as a category on their careers page. They mean the same thing, but “center” is the American English spelling, and “centre” is the Commonwealth English spelling.Ĭall center titles for leaders vary depending on company size and industry. Some larger companies roll customer service and call center positions into 1 or more groups. Some global companies use one or the other, or both. What about call center vs call centre (another name for call center). If your company uses more than phone calls for customer support, you might go with “contact center.” But, “call center” titles are still widely recognized and used by companies like CBS, ADP, and AT&T. On the other hand, a modern contact center, as the name indicates, allows customers to contact a company not just via calls, but across whatever channel they choose.” - TTEC Even if a call center provides some multi-channel customer service, the interactions are siloed in the individual channels, with no view of the full customer journey. “A traditional call center, as the name suggests, is focused on voice calls. These terms can be used interchangeably, but there are differences thanks to technology: What is the difference between a contact center and a call center? Many top companies like AAA, Amazon, and Facebook have changed the name of their “call center” to “contact center” (another name for call center) because “call center” seems outdated.
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