Call Center Director Job Description
Call center director
provides coordination of daily activities for the Call Center staff (4 agents) to ensure optimal flow of appointment scheduling and other call center functions.
Call Center Director Duties & Responsibilities
To write an effective call center director job description, begin by listing detailed duties, responsibilities and expectations. We have included call center director job description templates that you can modify and use.
Sample responsibilities for this position include:
Works in a leadership capacity with members of Senior Leadership and support functions to effectively develop PSU Call Center business plans and execute on those plans effectively
Directs all activities of the call centers and all aspects of
Ideates and executes ways to increase revenue using packages, pricing and terms available to drive highest ARPU per transaction
Leads and manages sales program that requires complete understanding of customer lifecycle
Analyzes program data (such as full price and discount sales mix, site metrics, incentives, tenure) to understand trends and performance
Measures qualitative and quantitative impact of changes to agent sales processes and pitches, gaining buy-in along the way
Facilitates two-way communications with sales vendor management organization in order to validate test ideas or results (agent roundtables, surveys, brainstorming)
Guides decision making on sales projects and programs
Bi weekly presentation of program or project results to executive leadership team
Maintains priorities and roadmap for improvement working with sales support as needed
Call Center Director Qualifications
Qualifications for a job description may include education, certification, and experience.
Licensing or Certifications for Call Center Director
List any licenses or certifications required by the position: URAC, PMP, AIRS, CHAM
Education for Call Center Director
Typically a job would require a certain level of education.
Employers hiring for the call center director job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Master's Degree in Business, Education, Management, Business/Administration, MBA, Marketing, Leadership, Performance, Healthcare Administration, Technical
Skills for Call Center Director
Desired skills for call center director include:
Excel
PowerPoint
529 savings plans
Access
Ambulatory healthcare delivery and management
Current regulations
Ensures that call center processes comply with these requirements
Flow
Functions
Mainframe and Oracle applications
Desired experience for call center director includes:
Position will supervise staff member and matrix manage across Channel and Sales operations teams
Enjoyment of projects
Understanding of call centers and agent processes
Microsoft product suite required
Preview work in Jama/Jira is preferred
Adobe Acrobat is preferred
Call Center Director Examples
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Call Center Director Job Description
Job Description Example
Our company is searching for experienced candidates for the position of call center director. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for call center director
- Establishes 3rd party vendor relationship management that fosters internal and external commitment to shared goals for optimal performance, and partners with business leadership to coordinate all vendor management activities
- Assesses operational and financial risks associated with contracted 3rd parties and recommends methods of mitigating associated risks
- Works collaboratively with other departments to ensure service, quality and other company wide goals are met
- Develops the customer service staff to continuously improve communication skills, problem solving techniques and knowledge of the business lines, products and processing
- Evaluate current processes and procedures and identify areas needing improvement or simplification
- Develop and maintain a Call Center Event Calendar
- Assist with staffing objectives tied to production and bonus requirements by position
- Work on agent scorecard performance, including commission and incentive tracking and overall scorecard rankings
- Adjusts workforce requirements based on changing / dynamic forecasts
- Establish targets for four key areas, Online Customer Relations (CR) efficiency, Study Advisor Service quality, Refund winback rate, and Customer Satisfaction Survey completion
Qualifications for call center director
- Bachelor’s degree in Management or related field required
- Minimum of 10 years of experience of a large, fast-paced customer service operation, preferably in a consumer service industry
- Minimum of 5 years of experience leading a contact center supporting the Consumer Electronics or Consumer Appliance industry
- Ability to leverage computerized systems and to develop and maintain Key Performance Indicators (KPIs) to measure and improve team performance
- Expert communicator and analytical thinker, and ability to negotiate and resolve conflict
- In-depth knowledge of call center technologies and other business systems
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Call Center Director Job Description
Job Description Example
Our company is looking for a call center director. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for call center director
- Monitor activity within the department including quality and quantity metrics for voice and digital customer service interactions
- Analyze customer statistics and provide regular/ad-hoc reports on major benchmark measurements
- Ensure agents are customer-focused and deliver helpful, friendly, responsive and accurate service to internal and external customer
- Assist sales team to resolve complex customer cases
- Manage software and hardware providers of telephone system
- Work effectively across departments
- Management of staff supporting, implementing and maintaining all telecommunications and call center technologies systems, processes and infrastructure
- Management of all day to day Incidents and Requests from the enterprise with resolutions with in certain SLAs
- Enhance telephony department reputation by accepting ownership for accomplishing new and different requests, and explore opportunities to add value across the team(s) and business units
- Involved with all planning, designing and construction of new telecommunication solutions for new sites and expansions of existing U.S offices
Qualifications for call center director
- Must demonstrate exceptional communication, collaboration, adaptability, resilience and emotional intelligence
- Minimum of two (2) years of experience with demonstrated success as a manager
- Analyzing complex strategic issues and defining executable business cases and plans integrating best practices
- Must have excellent knowledge of market research principles and survey methodology
- 4+ Years in a Senior Management role within a call center environment is preferred
- Familiarity with call center technology, Workforce Management software, and strong skills in conducting systems analysis and in troubleshooting, knowledge of WFM solutions specifically, Verint
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Call Center Director Job Description
Job Description Example
Our innovative and growing company is hiring for a call center director. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for call center director
- Partner with business units to conduct needs assessment in order to provide input in planning all long-term and short-term telecommunications and call center related services and products
- Work closely with Project teams on all telephony / call center / enterprise voice projects
- Conduct reviews of all multiple related and interdependent projects to collectively deliver desired business outcomes based on various degrees of complexity
- Provide advance telecommunications and call center technologies troubleshooting support for mission critical servicing, trading and loan originations business units
- Provide daily, weekly, monthly operational reports against service delivery, SLAs and Project tasks milestones
- Responsible for optimizing the customer experience
- Maintains a well-trained, professional and loyal work force
- Oversees PSU Call Center operations to ensure performance metrics are met or exceeded in a consistent manner
- Collaborates with FL Market Leadership on member outreach programs including but not limited to PSU embedded model scheduling, and quality initiative education
- Drives a service delivery culture that supports the mission of “changing the face of healthcare delivery for seniors”, by advocating continuous training, empowerment, creative problem solving, quality and productivity
Qualifications for call center director
- 5 or more years contact center leadership experience
- Good knowledge of IVRs, digital contact center technologies such as live chat and social media and contact center reporting and metrics
- Can communicate effectively in both Chinese and English with cross-functional teams at multiple levels within the company
- Demonstrated ability to develop employees through coaching, motivation, problem solving and action plans
- Service mind-set for both internal and external customers
- Process-driven, the ability of identifying process wastes and optimizing processCall Center Management
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Call Center Director Job Description
Job Description Example
Our innovative and growing company is looking to fill the role of call center director. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for call center director
- Identifies and champions service improvement initiatives and innovation, while making it simple for the customer
- Initiates cross functional/departmental discussions and initiatives to remove barriers and improve communications and work flows
- Responsible for consistent data reporting and analysis to include but not limited to a dashboard and ad hoc reports
- Responsible for ensuring optimal technology and workplace solutions to improve employee productivity, quality, and service to the customer
- Responsible for preparation and oversight of departmental budget
- Provide motivation and recognition to Call Center Management
- Respond and take action to customer concerns and/or any escalated issues from Call Center Management
- Lead process improvements and delegate barrier removal projects to the Call Center Sr
- Communicate Customer Service performance issues and solutions successes to VP of Global Ecommerce
- Daily communications with eCommerce, Supply Chain, Retail, and other Service Centers globally
Qualifications for call center director
- Embracing change management without stress
- Advanced knowledge of all voice telecommunications and call center/IVR technologies such as PBX, IVR, Best Skill Routing (BSR), Trunk Management, Telco Carriers, Voice Recordings, Work Force Management tools, Voice Mail, ACD Configurations, Omni-Channel Cloud Base solutions and enterprise Dial Plans
- Bachelor’s degree in business or related field is preferred or equivalent Certificate/relevant experience
- 10+ year experience managing telecom/IVR engineers, platforms and call center technologies
- Financial, Leadership and Project Coordination experience required
- Minimum ten years of related Operations experience spanning Customer Service and Technology requirements, and bridging the two
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Call Center Director Job Description
Job Description Example
Our company is looking for a call center director. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for call center director
- Manage and lead the processes for continuous improvement of the overall customer experience
- Engaged in leading and inspiring their team in developing and documenting best practices in the performance of all duties and responsibilities
- Highly visible in their role to enhance employee engagement, service levels, knowledge, skills and morale
- Design motivational contests, awards, and incentive plans
- Develops and maintains member service standards that accomplish organizational goals and objectives
- Creates a culture of appreciation and value-add for every team member
- Determines contact center operational strategies by conducting needs assessments, system reviews, capacity planning, and cost/benefit analyses
- Maintains professional and technical knowledge by tracking emerging trends in contact center operations management
- Translate senior management vision and develop departmental strategies, standards, and team operating models
- Forecast, manage and report on financial implications of initiatives to include performance to plan and projected budget vs
Qualifications for call center director
- Advanced degree that is business or healthcare related
- Proven strategic leadership experience in a large, fast-paced operation
- Analytical skills with strong organization
- Five or more years of experience with senior managed care products
- 8+ years of call center experience leading a 300+ seat center
- Home warranty industry or experience selling a virtual product – highly preferred