Manager to Specialist Ratio

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Manager to Specialist Ratio
Hi, Can you tell me:
1) How many team leads would we need to assist in managing a small call center of 20 people with a monthly average call volume of 3200 calls per month. We currently have one Supervisor and one Team Lead, one QA and 17 agents on the phone. We are trying to figure out if we need another team lead. Thank you

Helper

Call Centre Helper

At least 2 Team Leaders
I would suggest that you need at least 2 Team Leaders for 20 advisors, and to cover shrinkage and holidays, that number should probably be three.

Helper

Call Centre Helper

This may also help

1:15
form my experience, the most efficient ratio is 1:15, so i suggest 1,5 FTE for TM on the floor in total. Using more = increases your cost. you can also use one of the most experienced person in the team to support main TM.
Of course it depends on your business, i.e for VIP service go with 2-3.

Helper

Call Centre Helper

It is hard to manage 15 people
I would say that 1:15 is probably too high a number. It gets very hard to manage 15 people and give quality coaching.

The increase cost in cost between 8:1 and 15:1 is not massive in the overall scale, particularly when you factor in the costs of the higher attrition and recruitment if you do not have supportive coaching.

This article may also be useful
https://www.callcentrehelper.com/train-team-leaders-well-89862.htm

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