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What does a Call Center Director do?

Learn all about Call Center Director duties, skills and much more. Get expert advice on how to become a Call Center Director.

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Brenna Goyette
Certified Professional Resume Writer, Career Expert

Published 4 min read

A call center director is responsible for the overall operation of a call center. This includes managing staff, developing policies and procedures, and ensuring that quality standards are met. The call center director may also be responsible for budgeting and forecasting.

Call Center Director job duties include:

  • Overseeing the daily operations of the call center
  • Ensuring that call center agents are providing excellent customer service
  • Monitoring call center metrics and performance indicators
  • Identifying areas for improvement in the call center
  • Developing and implementing strategies to improve call center performance
  • Training and coaching call center agents
  • Handling customer complaints and escalations
  • Working with other departments to resolve customer issues
  • Monitoring call center technology and making recommendations for improvements
  • Creating reports on call center performance

Call Center Director Job Requirements

A Call Center Director typically needs a bachelor's degree in business or a related field, although some jobs may only require an associate's degree. Many employers also prefer candidates who have experience leading a team and managing projects. Some jobs may require certification, such as Six Sigma or Project Management Professional (PMP) certification.

Call Center Director Skills

  • Leadership
  • Communication
  • Organizational
  • Problem solving
  • Decision making
  • People management
  • Training
  • Coaching
  • Performance management
  • Budgeting
  • Planning

Related: Top Call Center Director Skills: Definition and Examples

How to become a Call Center Director

There are many reasons why someone might want to become a Call Center Director. Maybe they’re interested in the challenge of managing a team of customer service representatives. Maybe they want to help shape the direction of a company’s customer service department. Or maybe they’re just looking for a change from their current job.

Whatever the reason, becoming a Call Center Director is not an easy task. It requires hard work, dedication, and a willingness to learn. But if you have what it takes, the rewards can be great.

Here are some tips on how to become a Call Center Director:

1. Get experience in customer service. This is the most important requirement for becoming a Call Center Director. You need to know how to handle customers, how to solve their problems, and how to keep them happy. The best way to get this experience is to work in customer service yourself. Start out in a lower-level position and work your way up.

2. Get experience in management. Once you have experience in customer service, you need to start learning about management. This includes things like team building, conflict resolution, and performance management. You can get this experience by taking on leadership roles within your company, or by taking courses at a local college or university.

3. Learn about the call center industry. As a Call Center Director, you will be responsible for managing a team of customer service representatives who handle calls from customers. To be successful in this role, you need to understand the call center industry and how it works. Read trade publications, attend industry events, and talk to other call center professionals to learn as much as you can about the business.

4. Find a mentor. A mentor is someone who can help guide you on your path to becoming a Call Center Director. Find someone who is already in a leadership position within the call center industry and ask for their advice and guidance.

5. Be patient. Becoming a Call Center Director takes time and hard work. Don’t get discouraged if you don’t get promoted right away – keep learning and growing in your role, and eventually you will reach your goal

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