What are the prime call center job titles or call center positions suited for you and your group? I examined 95 call center job titles sought by candidates and employers to discover the finest titles for you to select from.
This is the most recent chapter in Ongig’s series titled Job Titles: The Definitive Guide.
In this article, you will discover:
- Contact Center vs Call Center — reasons many employers are rebranding this department
- Call Center vs Customer Service— the distinctions in various companies
- Call Center Job Titles Hierarchy — The typical organizational chart for call center department roles with instances from each of the 6 primary call center job levels. I provide examples from leading employers and their title nomenclature.
- The Top 20 Most-Searched Call Center Titles — A bar chart showcasing the leading 20 call center roles that candidates search for on Google.
- 10 Call Center Job Titles and Descriptions — A compilation of the top 10 call center titles and their descriptions that employers seek.
- Creative Call Center Job Titles — A few amusing job titles we uncovered for contact center professionals.
Contact Center vs Call Center
What distinguishes a contact center from a call center? Many leading firms like AAA, Amazon, and Facebook have rebranded their “call center” to “contact center” (another term for call center) since “call center” appears antiquated. Therefore, these terms can be utilized synonymously, but distinctions exist due to technological advances:
“A traditional call center, as indicated by its name, concentrates on voice calls. Even if a call center offers some multi-channel customer service, the interactions are isolated in the respective channels, lacking a comprehensive view of the entire customer journey. Conversely, a contemporary contact center, as its name implies, enables customers to reach a company not just via calls but across whichever channel they prefer.” — TTEC
If your organization utilizes more than just phone calls for customer assistance, you may opt for “contact center.” In such scenarios, you might designate a customer service manager to supervise your operations. Nevertheless, “call center” titles remain widely acknowledged and employed by firms like CBS, ADP, and AT&T.
What about call center vs call centre (another term for call center)? Some international companies utilize one or the other or both. They signify the same thing; however, “center” is the American English spelling, while “centre” is the Commonwealth English spelling.
Call Center vs Customer Service
Call center titles for leaders differ based on the size of the company and industry. Some larger businesses consolidate customer service and call center roles into one or more categories. For instance, Walmart categorizes “Customer Service and Call Center jobs” on their careers page. They also employ a Chief Customer Officer, Janey Whiteside, who reports to the CEO and the E-Commerce Chief. Whiteside oversees the Walmart “customer journey,” which includes call center assistance.
Call centers strive for a substantial call volume to resolve customer issues. Customer service provides enhanced one-on-one support throughout the entire customer experience.
(Editor’s Note: There are several call center job titles that overlap with our Top 20 Customer Service Job Titles blog.)
Now, let’s examine a typical call center hierarchy.
Call Center Job Titles Hierarchy
Below is a call center hierarchical structure with the highest seniority displayed at the top, down to foundational roles at the bottom (call center positions):
- Head of Call Center – Chief Customer Officer, Chief Contact Center Officer, Chief Support Officer
- Call Center VP – Vice President Call Center Operations, Vice President of Call Center Operations, Contact Center Vice President
- 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 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
- Individual Contributors – CSR, Remote Chat Agent, Call Center Representative, Online Chat Agent, Live Chat Agent, Customer Care Representative, Call Center CSR, Call Center Agent, Call Center Trainer, Call Center Rep, Customer Care Advocate, Customer Service Agent, Call Center Customer Service Representative
- Entry Level – Call Center Administrative Assistant, Manager Trainee Call Center, Jr Call Center Analyst, Call Center Intern, Call Center Training Specialist, Jr Call Center Operator
Here is a more extensive list of job titles for call centers by each row of the pyramid with a bit more detail on each:
Job Titles for Call Center Leaders
Outlined below are the leading titles I discovered candidates and employers using for contact center leaders.
- Chief Customer Officer (Walmart)
- Head of Call Center (NUMA)
- Chief Contact Center Officer (Federal Credit Union)
- Chief Support Officer (United Way)
VP of Call Center Titles
There is a diverse array of titles at the VP level for call center job titles. Here are the leading titles I uncovered candidates and employers utilizing for Call Center Vice President:
- Vice President of Call Center Operations (Comcast)
- VP Call Center Operations (Duke Energy)
- Contact Center Vice President (Bank of America)
- Call Center VP (KeyBank)
- Executive Director Call Center (Advocate Health Care)
- Vice President Contact Center (MGM International)
Director of Call Center Titles
Here are the most commonly utilized call center director titles:
- Call Center Team Leader (Southwest Airlines)
- Call Center Team Lead (CBS Interactive)
- Call Center Lead (Orangetheory Fitness)
- Contact Center Team Leader (Garmin)
- Contact Centre Team Leader (Emirates)
- Director Call Center Operations (Walmart)
- Director of Call Center Operations (Saks Incorporated)
- Director of Call Center Services (Citi)
- Virtual Call Center Lead (Comcast)
Call Center Manager Titles
Here are the leading Call Center Manager job titles I discovered candidates and employers using:
- Call Center Supervisor (Conduent)
- Call Center Manager (PEAK6)
- Call Center Operations Manager (Kaiser Permanente)
- Contact Center Manager (Amazon)
- Call Center Quality Assurance Manager (AT&T)
- Contact Center Supervisor (Global Payments, Inc.)
- Call Center System Administrator (Boeing)
- Call Center Administrator (realtor.com)
- Contact Center Operations Manager (Safelife Solutions)
- Contact Center Manager (UnitedHealth Group)
- Global Response Center Supervisor (HPE)
- Global Contact Center Operations Supervisor (Facebook)
Individual Contributor Call Center Positions
Upon reaching the individual contributor tier of call center positions, there is increased specificity. Here are the top 20 titles I discovered candidates and employers utilizing:
- Chat Representative (H&M)
- Customer Service Representative (Netflix)
- Call Center Agent (Comcast)
- Remote Chat Representative (Bed, Bath & Beyond)
- Client Care Representative (United Airlines)
- Call Center CSR (CIBC)
- Call Center Associate (AT&T)
- Service Agent (Equinix)
- Call Center Client Service Representative (Steward Healthcare)
- Call Center Educator (Maximus)
- Live Chat Representative (Percepta)
- Call Center Associate (HCA Healthcare)
- Call Center Quality Assessor (ADP)
- Client Care Agent (HelloFresh)
- Call Center Expert (MassMutual)
- Outbound Call Center Associate (Capital One)
- Escalation Expert (Home Depot)
- Online Chat Representative (GoDaddy)
- Virtual Client Service Agent (Amazon)
- Contact Center Technician (AmerisourceBergen)
Entry-Level Call Center Job Titles
Here is a compilation of the most common entry-level call center titles I found among candidates and employers:
- Call Center Administrative Coordinator (Planned Parenthood)
- Trainee Call Center Manager (Aflac)
- Entry-Level Call Center Claims Agent (MetLife)
- Junior Call Center Analyst (Freedom Mortgage)
- Call Center Trainee (Ariat International)
- Call Center Training Coordinator (Walt Disney World)
- Junior Call Center Representative (iQor)
- Junior Call Center Agent (Alder Tech)
- Entry-Level Contact Center Representative (Walmart)
Top 20 Call Center Job Titles (Candidates)
Presented below is a list of the top 20 call center job titles based on Google searches identified via ahrefs. This list provides an insight into alternative career paths (and the popularity of each position) accessible through service support teams.
Chat Representative emerges as the most sought-after position in inbound call centers by candidates, while CSR is the most searched term by employers. What defines a chat representative? A chat representative interacts through live chat or email to troubleshoot, address issues, or respond to customer inquiries.
Top 10 Call Center Job Titles with Descriptions (Employers)
Below are the top 10 call center job titles requested by employers in Google, according to ahrefs.
I have provided a brief overview of each call center position along with the number of job title searches per month conducted by employers.
CSR
A CSR or Customer Service Representative functions within a call center or customer service division of a business. Thus, if you manage a multi-vendor eCommerce platform, for instance, you certainly require a CSR to cater to your customer demands. A CSR steadily gains a deeper insight into service interactions, paving the way for specializations such as customer service directors or other roles as customer service experts.
CSR responsibilities encompass:
- resolving customer grievances
- addressing client inquiries
- processing and fulfilling phone or online customer orders
- Delivering instructions and guidelines for achieving customer satisfaction in managing a product or service
# of job title searches per month: 500;Call Center CSR: 150
Call Center Agent
A Call Center Representative oversees customer databases, handles customer communications, and resolves issues. Additional responsibilities of a Call Center Representative include:
- Troubleshooting for clients
- Adding product features for customers
- Identifying solutions for clients
# of job title searches per month: 200;Customer Care Representative: 150; Call Center Associate: 80; Service Agent: 80
Chief Customer Officer
A Chief Customer Officer directs the customer service team within an organization. A Chief Customer Officer establishes systems to enhance customer service at call centers and improve the overall client experience. They also design employee training programs to optimize customer satisfaction. The Chief Customer Officer collaborates with the senior management team to address customer issues and develop long-term client retention strategies.
Specific duties and responsibilities of a chief customer officer may encompass:
- Aligning customer service strategies with business intelligence initiatives and enhancing overall client experience.
- Accessing and interpreting customer data to refine service team protocols and engagement methods.
- Partnering with other senior leaders to improve or expand product strategies based on client and service manager feedback.
# of job title searches per month: 100
Call Center Team Leader
A Call Center Team Leader supervises a team of call center personnel at various levels. A Call Center Team Leader:
- monitors progress for issue resolution
- facilitates employee performance training
- collaborates with upper management on call center objectives
- Implements and administers quality assessments for agents based on the latest company KPIs
# of job title searches per month: 100;Call Center Team Lead: 80, Call Center Director: 60
Call Center Supervisor
A Call Center Supervisor leads a team of support agents. A Call Center Supervisor is accountable for overseeing the daily operations of a call center and optimizing processes through strategic planning. The specific responsibilities of a call center supervisor often include:
- Achieving long-term goals by recruiting, training, and developing support agents
- Managing staffing needs (e.g., budgets) while ensuring customer contentment
- Securing and introducing new technologies and tools as necessary to enhance overall team efficiency.
# of job title searches per month: 90
Call Center Educator
A Call Center Educator instructs call center staff through training to enhance performance in meeting client needs. Educators frequently create resources to advance specific business goals, equipping technical support specialists with problem-solving skills for various scenarios (such as delivering efficient and high-quality responses within a specified timeframe). The main responsibilities of a Call Center Educator include:
- developing and revising training materials
- preparing call center employees to ensure customer satisfaction
- maintaining records of training sessions and employee data
# of job title searches per month: 60
Call Center Quality Assessor
A Call Center Quality Assessor reviews phone interactions, emails, chats, and social media communications from call center staff to evaluate performance standards. A Call Center Quality Assessor establishes and executes quality monitoring evaluations and…
offers insights to supervisors for enhancement in customer care positions. This position also suggests quality enhancement initiatives from contact centers. Additional particular tasks managed by call center quality analysts include:
- Documenting the enhancements of call representatives to management which impacts performance evaluations and advancement possibilities
- Examining customer feedback and interactions to gauge satisfaction levels and advising representatives accordingly
- Aid call center representatives in meeting industry compliance requirements such as first contact resolutions and average handling times.
# of job title searches per month: 40
Telephone Sales Associate
A Telephone Sales Associate engages with customers via phone. Responsibilities of telephone sales associates include marketing products, documenting customer feedback, establishing customer accounts, and suggesting add-ons for purchases. A Telephone Sales Associate frequently employs a script while conversing with clients. Telephone sales associates may oversee certain tasks that encompass:
- Achieving sales targets established by sales supervisors and company objectives.
- Highlighting the unique selling characteristics of each service or product and efficiently advocating them through calls and additional supportive materials.
- Assisting other service support teams in their email and social media outreach efforts through follow-up calls.
# of job title searches per month: 20
Web Chat Representative
A Web Chat Representative operates in an office or in a remote workspace from home. These specialized customer support agents deliver technical assistance that enhances customer experience. A Web Chat Representative:
- engages with customers through live chat or other platforms
- resolves customer concerns
- responds to inquiries from customers regarding products or orders
# of job title searches per month: 10
Call Center Recruiter
A Call Center Recruiter hires call center agents, sometimes in significant numbers. A Call Center Recruiter:
- develops and shares job postings for call center roles
- evaluates potential contact center candidates
- inspects and updates applicant information in applicant tracking systems
# of job title searches per month: 10
Humorous Call Center Job Titles
Below are 4 amusing and imaginative call center job titles we’ve discovered to refer to your customer service representatives in a playful manner.
- Chief Chatterbox(Call Center Manager)
- Geek Squad Member(Customer Service Associate)…Best Buy employs Geek Squad Members for repairs and to upsell clients
- Genius (Customer Service Agent)…Apple utilizes it at Apple Store.Apple actually labels their support team as the genius bar since they aim for customers to feel like they’re being offered a refreshing martini at the bar!
- Happiness Champion(Customer Service Representative)…Buffer
Want more amusing job titles? Check out our100+ Creative & Humorous Job Titles [by Department & Position]
Remote vs. On-Site Roles: How Call Center Job Titles and Duties Differ
Location-Based Differences in Call Center Job Titles and Duties
In call centers, job titles and responsibilities can vary based on whether the position is remote or in-house. Both environments require exceptional service and customer satisfaction, yet each presents distinct focuses and challenges.
Customer Service Representatives: Remote vs. In-House
For customer service representatives operating remotely, problem-solving abilities and effective communication are vital. They address customer queries via phone or chat, offering guidance on technical concerns, product support, and responding to inquiries. While their duties are akin to in-house agents, remote representatives often need to demonstrate additional technical expertise and self-sufficiency due to the absence of immediate, face-to-face assistance.
Conversely, in-house agents engage in more direct, in-person customer interactions. This can be advantageous for positions that require team members to work closely together, such as customer success managers or technical support representatives who collaborate as a team to resolve intricate issues.
Leadership Positions: Customer Service Managers and Directors
Customer service manager and director roles play a crucial role in upholding service quality and strategic planning for both remote and in-house teams. For remote groups, these leaders may prioritize communication skills and establishing best practices for effective support. They also ensure customer expectations are fulfilled by training agents to provide a positive customer experience.
In-house customer service managers, however, may collaborate more closely with their teams to address challenges directly and offer real-time support. This hands-on assistance can be particularly beneficial for entry-level call center agents who are acquiring common entry-level job titles and customer service skills.
Senior Positions: Senior Call Center Managers and Customer Service Directors
Remote and in-house senior roles, such as senior call center manager or customer service director, hold a substantial responsibility in overseeing daily operations across various sectors. These positions demand strong leadership and prior experience in operations management and service delivery. Therefore, remote leaders typically utilize customer relationship management software to coordinate teams. In contrast, in-house leaders may concentrate more on face-to-face conflict resolution and ensuring that customer service representatives deliver high-quality service.
Career Paths and Advancement Opportunities
Both remote and in-house call center environments present a variety of career pathway options. For those in customer service roles, progressing from a customer support representative to customer service manager or even customer service director is achievable. Individuals with technical skills may also contemplate alternative careers as technical support specialists or customer service engineers, which often necessitate advanced technical knowledge.
Which Environment is the Best Fit?
The ideal environment for each role typically depends on the customers’ needs and job responsibilities. Remote roles suit individuals who thrive in independent work, while in-house roles may cater to those who excel in team dynamics and account oversight. Regardless of being remote or in-house, call center positions are essential to business success by fostering brand loyalty and ensuring customer demands are met in ways that surpass expectations.
In either scenario, call center professionals involved in customer support, complaint resolution, and customer success management play a vital role in delivering a seamless experience that upholds the company’s standards.
Final Thoughts on Call Center Job Titles
Recruiting the appropriate customer support agents enhances your entire company’s image by showcasing your strengths. These positions extend well beyond responding to phone inquiries and handling customer requests based on a predefined script or guideline.
Center agents play an essential part in fostering client confidence and allegiance through customer interactions. Agent duties encompass adhering to the most recent regulations and best practices in protecting user information and sustaining consistency in a company’s voice (to embody your organizational values, mission, and tone).
Hence, it is crucial to fine-tune every aspect in hiring for these vital roles. A significant facet of recruitment involves establishing a clear career trajectory for shortlisting and selecting candidates with the appropriate skill set and cultural compatibility with effective job descriptions (JDs).
Utilizing AI for Call Center Job Titles
Ongig’s sophisticated Text Analyzer platform allows your recruitment teams to create the most effective and impartial job descriptions to facilitate the most intricate call center hiring initiatives.
Simply enter your desired job title for an opening (e.g., customer success manager) and Text Analyzer promptly produces an optimized JD with pertinent sections based on the latest industry, DEI, and job seeker trends.
You can then modify the generated JD according to your campaign criteria or save it as a template for scaling future recruitment endeavors. This approach would save you time and effort navigating the subtle variations between call center job titles while enhancing the candidate experience. A win-win situation!
Call Center Job Titles Sources
A special acknowledgment to these experts on these call center roles:
- What’s the distinction between a call center and customer service?(by Phykon.com)
- Chat Agent Job Description(by JobHero)
- Contact Center vs. Call Center: 6 Key Differences and Why it Matters(by Judith Akino)
- Call Center vs. Contact Center: What’s the Distinction?(by Al Cook)
- Call Center vs Call Centre (by Wikipedia)
- What Does a Customer Service Representative Do?(by Dawn Rosenberg McKay)
- How to Become the Chief Customer Officer (CCO)(by Swetha Amarasen)
- What Exactly Does a Customer Service Rep Do?(by Swetha Amarasen)
- 6 Skills You Need to Become a Call Center Representative(by Peter Jones)
- 7 Actions Great Call Center Managers Take Daily(by Daniela Puzzo)
- Call Center Team Leader Skills: Essential Information You Need To Know(by Playvox)
- Job Description for a Phone Sales Representative(by Shailynn Crow)
Why I created this?
My team and I present this research on call center job titles to assist you in optimizing the titles of your technical support representatives. We recognize the difficulties that organizations face in promoting their talent acquisition campaigns for comparable professions across diverse roles. This aligns with our mission to attract the most skilled talent with persuasive job descriptions.
Request a demo with Text Analyzer to learn how you can transform and eliminate bias from your job titles and job descriptions. That way, you can consistently hire the most fitting team member, irrespective of whether a position is for a junior role, senior call center manager, or director of customer service.