ABSTRACT
What do call centre managers and supervisors do? How are their roles constructed? How do they talk about their work and what alternatives do they see? This chapter explores the subjective realities of the frontline management hierarchy in the call centre. Despite a growing literature theorising the work, work organisation and experiences of call centre agents, research has to date said little about managers in this setting. This is an important omission where exploration can offer some insight into the challenges and prospects for call centre work under consideration in this volume.
