In a recent poll of approximately 1,000 call center managers, we asked about their staffing models regarding supervisors, team leaders, and telephone service representatives (TSRs). The most common span-of-control for supervisors was to manage five team leaders. The most common span-of-control for team leaders was to manage 15 TSRs. It was surprising to see that in a little over 11% of the cases, the span-of-control for team leaders was to manage as many as 25 TSRs.
