The Contact Centre Survey

2010 SURVEY POSITIONS

MANAGEMENT	CREDIT
Contact Centre Vice President	Credit/Collections Lead/Supervisor
Contact Centre Director	Credit/Collections Representative 2 (Revised)
Contact Centre Manager	Credit/Collections Representative 1 (Revised)
Market Research Director
Contact Centre Project Manager	SALES
	Inbound Contact Centre Sales Representative 2 (Revised)
CUSTOMER SERVICE REPRESENTATIVE	Inbound Contact Centre Sales Representative 1 (Revised)
Contact Centre Supervisor/Lead	Outbound Contact Centre Sales Representative 2 (Revised)
Contact Centre Representative 3	Outbound Contact Centre Sales Representative 1 (Revised)
Contact Centre Representative 2 (Revised)	Outbound/Market Research Representative 2 (Revised)
Contact Centre Representative 1	Outbound/Market Research Representative 1 (Revised)
Internet Support Representative (New)
Internal Help Desk Support (New)	QUALITY ASSURANCE
	Quality Assurance Manager
TECHNICAL SUPPORT	Quality Assurance Facilitator 2 (Revised)
Contact Centre Technical Support Representative 3	Quality Assurance Facilitator 1 (Revised)
Contact Centre Technical Support Representative 2 (Revised)
Contact Centre Technical Support Representative 1 (Revised)	TRAINING/ADMINISTRATION
	Contact Centre Analyst (Revised)
SPECIALIZED AGENTS (NEW)	Contact Centre Learning Manager
Specialized Agent Supervisor/Lead (New)	Instructional Designer
Specialized Agent 2 (New)	Contact Centre Trainer (Revised)
Specialized Agent 1 (New)	Contact Centre Resource Manager
Dispatcher - Emergency (New)	Contact Centre Scheduler/Resource Coordinator
Dispatcher (New)	Contact Centre Administrator (Revised)