How to hire a call center director

How to hire a call center director, step by step

Here's a step-by-step call center director hiring guide:

• Step 1: Identify your hiring needs
• Step 2: Create an ideal candidate profile
• Step 3: Make a budget
• Step 4: Write a call center director job description
• Step 5: Post your job
• Step 6: Interview candidates
• Step 7: Send a job offer and onboard your new call center director
• Step 8: Go through the hiring process checklist

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1. Identify your hiring needs

   Before you post your call center director job, you should take the time to determine what type of worker your business needs. While certain jobs definitely require a full-time employee, it's sometimes better to find a call center director for hire on a part-time basis or as a contractor.

   Determine employee vs contractor status

   Is the person you're thinking of hiring a US citizen or green card holder?

   Yes

   No

   Hiring the perfect call center director also involves considering the ideal background you'd like them to have. Depending on what industry or field they have experience in, they'll bring different skills to the job. It's also important to consider what levels of seniority and education the job requires and what kind of salary such a candidate would likely demand.

   This list shows salaries for various types of call center directors.

   Type of Call Center Director	Description	Hourly rate
   Call Center Director		$26-75
   Project Manager	Project managers oversee a specific project related to the organization's business. They manage the whole project from inception to evaluation... Show more	$30-62
   Program Manager	A program manager is responsible for monitoring the project's progress, improving and developing new strategies, and coordinate various projects across the organization to ensure the success of the business objective. Program managers also manage the program's expenses, ensuring that the projects adhere to the budget goals without compromising the quality and accuracy of the result... Show more	$31-67

   Show more

2. Create an ideal candidate profile

   Common skills:

   • Customer Satisfaction
   • Outbound Calls
   • Continuous Improvement
   • KPIs
   • Process Improvement
   • Workforce Management
   • Customer Care
   • Direct Reports
   • Call Center Management
   • Performance Metrics
   • Center Management
   • Staff Development
   • Performance Standards
   • Telemarketing

   Check all skills

   Responsibilities:

   • Manage the contact lens department, teach patients how to apply and take care of contact lenses.
   • Manage all aspects of the start up of a 94 seat ACD call center and all site operations.
   • Develop innovative manage health care products to expand access, enhance continuity, and improve health outcomes for under-serve patients.
   • Manage claim processing performance to KPIs and coordinate internal/external reporting.
   • Manage full financial accountability and oversight of production, quality, inventory control, and operational safety and security.
   • Implement organizational infrastructure, including shift leaders, supervisors/escalation leads, a training specialist, and an employee engagement coordinator.

3. Make a budget

   Including a salary range in your call center director job description is a great way to entice the best and brightest candidates. A call center director salary can vary based on several factors:

   • Location. For example, call center directors' average salary in hawaii is 52% less than in rhode island.
   • Seniority. Entry-level call center directors earn 65% less than senior-level call center directors.
   • Certifications. A call center director with a few certifications under their belt will likely demand a higher salary.
   • Company. Working for a prestigious company or an exciting start-up can make a huge difference in a call center director's salary.

   Average call center director salary

   $92,968yearly

   $44.70 hourly rate

   ---

   Entry-level call center director salary

   $55,000 yearly salary

   Updated December 19, 2025

4. Writing a call center director job description

   A job description for a call center director role includes a summary of the job's main responsibilities, required skills, and preferred background experience. Including a salary range can also go a long way in attracting more candidates to apply, and showing the first name of the hiring manager can also make applicants more comfortable. As an example, here's a call center director job description:

   Call center director job description example

   CONTINUE TO CONTRIBUTE EXCELLENT PERFORMANCE TO YOUR TEAM; YOU COULD BE ELIGIBLE FOR A RETENTION BONUS! UP TO $1,200 ! ASK YOUR MANAGER FOR DETAILS…

   Job Summary : Primarily responsible for maintaining effective customer service for all internal and external customers by using excellent, in-depth knowledge of company products and programs as well as team members within the Customer Service and Product Support departments. Key performance indicators include speed of answer, number of calls abandoned, quantity of warranty replacements sent out, claim processing time and others.

   Essential Job Duties :

   · Develops and implements procedures pertinent to the effective and efficient operation of the Customer Service and Product Support Departments

   · Monitors programs and procedures to ensure KPI goals are met and reported.

   · Maintain in depth working knowledge of LKQ’s Customers Service and Product Support processes

   · Sets, measures, and reports on performance standards to meet service goals of LKQ.

   · Coaches the Customer Service and Product Support teams in order to achieve high performance.

   · Structures the training agenda for department members

   · Creates clear performance objectives and uses representatives’ performance to make employment decisions

   · Provides feedback to the company regarding service failures or customers concerns.

   · Provides feedback to Operations team to ensure all customers have accurate and timely information on order status and/or changes

   · Works with Product Support team members to stay current on technical knowledge on products.

   · Initiate and support the continual improvement of LKQ’s quality improvement system

   · Assists Product Support representatives in troubleshooting claims that require special handing.

   · Responds to customer inquiries and problem solving in a professional and effective fashion

   · Assume other duties as assigned.

   Education & Experience :

   · 4 Year degree and 5+ years in Customer Service Management positions

   Knowledge/Skills/Abilities :

   · Leadership: a demonstrated ability to lead people and get results through others

   · Planning: an ability to think ahead and plan over a 3–9-month span

   · Management: the ability to organize and manage multiple priorities

   · Customer service systems development and deployment

   · Problem analysis and problem resolution at a functional level

   · Employee training and development

   · Strong customer orientation

   · Excellent interpersonal and communication skills

   · High performance teams and a strong team player

   · Commitment to company values.

   · Computer proficiency

   · Negotiation skills

   Essential Physical Demands/Work Environment :

   · Work is primarily sedentary: must be able to sit for extended periods of time and use a computer

   · The employee must occasionally lift and /or move up to 50 pounds

   Company DescriptionLKQ is an Equal Opportunity Employer and offers a drug free work environment. Employment with LKQ is contingent upon the successful completion of a criminal background check* and may be contingent upon the successful completion of a pre-employment drug screening.
   
   *The existence of criminal conviction(s) does not constitute an automatic bar to employment.

   Copy this example

   

5. Post your job

   To find the right call center director for your business, consider trying out a few different recruiting strategies:

   • Consider internal talent. One of the most important sources of talent for any company is its existing workforce.
   • Ask for referrals. Reach out to friends, family members, and current employees and ask if they know or have worked with call center directors they would recommend.
   • Recruit at local colleges. Attend job fairs at local colleges to recruit call center directors who meet your education requirements.
   • Social media platforms. LinkedIn, Facebook and Twitter now have more than 3.5 billion users, and you can use social media to reach potential job candidates.

   Post your job online:

   • Post your call center director job on Zippia to find and recruit call center director candidates who meet your exact specifications.
   • Use field-specific websites.
   • Post a job on free websites.

6. Interview candidates

   During your first interview to recruit call center directors, engage with candidates to learn about their interest in the role and experience in the field. During the following interview, you'll be able to go into more detail about the company, the position, and the responsibilities.

   It's also good to ask about candidates' unique skills and talents to see if they match your ideal candidate profile. If you think a candidate is good enough for the next step, you can move on to the technical interview.

   The right interview questions can help you assess a candidate's hard skills, behavioral intelligence, and soft skills.

7. Send a job offer and onboard your new call center director

   Once you've decided on a perfect call center director candidate, it's time to write an offer letter. In addition to salary, it should include benefits and perks available to the employee. Qualified candidates may be considered for other positions, so make sure your offer is competitive. Candidates may wish to negotiate. Once you've settled on the details, formalize your agreement with a contract.

   You should also follow up with applicants who don't get the job with an email letting them know that you've filled the position.

   To prepare for the new call center director first day, you should share an onboarding schedule with them that covers their first period on the job. You should also quickly complete any necessary paperwork, such as employee action forms and onboarding documents like I-9, benefits enrollment, and federal and state tax forms. Finally, Human Resources must ensure a new employee file is created for internal record keeping.

8. Go through the hiring process checklist

   • Determine employee type (full-time, part-time, contractor, etc.)
   • Submit a job requisition form to the HR department
   • Define job responsibilities and requirements
   • Establish budget and timeline
   • Determine hiring decision makers for the role
   • Write job description
   • Post job on job boards, company website, etc.
   • Promote the job internally
   • Process applications through applicant tracking system
   • Review resumes and cover letters
   • Shortlist candidates for screening
   • Hold phone/virtual interview screening with first round of candidates
   • Conduct in-person interviews with top candidates from first round
   • Score candidates based on weighted criteria (e.g., experience, education, background, cultural fit, skill set, etc.)
   • Conduct background checks on top candidates
   • Check references of top candidates
   • Consult with HR and hiring decision makers on job offer specifics
   • Extend offer to top candidate(s)
   • Receive formal job offer acceptance and signed employment contract
   • Inform other candidates that the position has been filled
   • Set and communicate onboarding schedule to new hire(s)
   • Complete new hire paperwork (i9, benefits enrollment, tax forms, etc.)

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