Its the first time I've tried this as a way to solve a problem , so here goes
We are an inbound call centre, working 6pm-9am Mon to Thur, then from 6pm Fri-9am Mon, so antisocial hours, I have between 4 and 20 agents on shift at any time.It is also made worse by the fact that we have 2 call centres, 1 made up entirely of newly recruited staff with no experience of the company and our policies/procedures.
At the moment our staff structure simply does not work.Wrong people with responsibility etc. I am looking therfore at a complete overhaul.
Would any of you be prepared to share your staffing structures, and job descriptions with me. Especially if anyone has an inbound,Out Of Hours call centre (Hmmm..dont think there are many around)
I look forward to hearing from you