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There are two managers that lead the customer service department. One manages the East region of the United States and the other manages the West. Each has an individual that is the supervisor of the customer service representatives (call takers) that reports to them as well as an individual that supervises the call takers from temporary agencies. Depending on the circumstances, the manager will either delegate control in specific areas or will make the final decision after receiving input from the supervisors.
Each supervisor has a "Team Advisor" reporting to them. The team advisor is selected personally by the supervisor and is typically an experienced call taker that is an inherent mentor. The supervisors use a combination of structuring and considerate leadership styles with the team advisors. While they have a mutual trust and respect for each other, the supervisor defines objectives, roles, performance methods and measures, and channels of communication. .
The manager of technical support has three supervisors reporting to him in the areas of telecommunication systems, network systems, and deskside support. These individuals were hired personally by the manager and are highly skilled in their specific areas. The manager employs a participative leadership style when making decisions and solving problems to benefit from the knowledge and expertise of his staff. He trusts their ability and commitment, which motivates him to delegate authority.
A smaller staff reports to the manager of business services. There is a team advisor that manages the day-to-day responsibilities of the call staff in the business services department. The manager uses a combination of structuring and considerate styles of leadership. There is trust and respect between the manager and team advisor; however, the manager is chiefly concerned with accomplishing the necessary tasks and goals.
Finally, there is only one person, the scheduler, who reports to the manager of productivity.