Here's how you can navigate the various roles and positions in Call Center Administration as a beginner.

tarting out in call center administration can be a bit daunting, but knowing the different roles can make it easier. Begin with Customer Service Representatives (CSRs), who handle customer calls directly. Next, Team Leaders or Supervisors manage CSRs and ensure quality service. Quality Assurance Analysts focus on monitoring and improving call quality. Workforce Management Specialists are responsible for scheduling and staffing. At the top, Call Center Managers oversee all operations, ensuring everything runs smoothly and performance targets are met. Each role offers a stepping stone for career advancement in call center administration.

Observe seniors & explore challenges, polish your basic skills, actively participate in discussions & meetings, take on additional responsibilities or projects within your role to demonstrate your leadership & problem-solving skills. Learn the latest technology & management techniques, monitor your progress and document, foster strong relationships with peers to advocate your capabilities and express your desire of advancement to your boss.

La buena actitud es imprescindible para ser un buen agente de servicio de atención al cliente en un centro de llamadas. Importante es hacer diferenciación de perfiles si es para atención, ventas u otras tareas. Te los ojos bien abiertos, no mires el reloj en el día a día y céntrate en gestionar cada llamada que es única!

Well said, advisors or CRs are a very important piece of the puzzle that the entire ship can't function without. Hence its very important that their skills are constantly polished. That's left with the leaders to ensure they provide constant feedback, continuous coachings and endless support. Just to ensure that they always deliver top service. As leaders we always tend to shy away from improving ourselves by getting more involved on the product, that way you can be the support that actually supports and not delegate all the time. I always say a leader needs to know what they're leading so they can be better leaders, though my colleagues might beg to differ. Let's take care of our stuff by creating positive and friendly work environment.

The drive to advance to other roles sets in once one is comfortable with the position they are in. A good question to ask is "have I learned all the ins and outs and excelled in my position first?" before exploring what options are available to me. I've always felt progressing is not just for my title but what I can bring to the table. Be it knowledge, experience or some insight not commonly found with those who try advancing in the "comfortable" stage. My question is can I call my self a subject matter expert and be a greater asset or of greater value before moving forward. This will often also paint a clearer picture of what position I will be a better fit for or what I see myself doing longer term.

Para poder pasar a roles avanzados, por experiencia te digo que lo que mejor funciona son las ganas! tienes que marcarte el objetivo de ir ascendiendo, entonces cuando haya una posibilidad de un nuevo puesto, habrán visto en ti el "hambre" y la actitud necesarias para poderte dar la oportunidad.

You actually have to think quickly. You're customer is going to be angry and you have the power to solve that problem and turn their day around. Actively listen and know your product, those two areas will help you guide through the call flawlessly. Don't be afraid to ask for help. I know as tech support, we tend to want to know it all. Someone may have seen the issue before you and guide you to the next correct steps. It is better to admit you need some guidance instead of letting your ego win. Be patient with the customer. They're not mad at you, they're mad at the situation.

Cada vez que des un paso hacia arriba, no tengas miedo, aprende de tus nuevos compa?eros, busca formación para tu nuevo puesto, e intenta empaparte de la filosofía de la empresa, pero sin olvidar que le tienes que dar tu toque personal a la dirección de los equipos, eso es su mayor aporte.