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Call center director skills for your resume and career

Updated January 8, 2025
5 min read
Call center director example skills
Below we've compiled a list of the most critical call center director skills. We ranked the top skills for call center directors based on the percentage of resumes they appeared on. For example, 9.0% of call center director resumes contained customer satisfaction as a skill. Continue reading to find out what skills a call center director needs to be successful in the workplace.

15 call center director skills for your resume and career

1. Customer Satisfaction

Here's how call center directors use customer satisfaction:
  • Established and ensured attainment of goals for customer satisfaction ratings, representative productivity, order accuracy, and sales conversion rates.
  • Key performance indicators included customer satisfaction, profitability, call efficiency, call quality, employee development and client relationships.

2. Outbound Calls

An outbound call is made by the call center representative to the customers on behalf of the company. Such calls help increase sales and generate revenue for the organization.

Here's how call center directors use outbound calls:
  • Hired, trained, and developed telemarketing managers and associates to facilitate outbound calls for various products.
  • Supervised and assisted in all aspects of inbound and outbound calls at a service bureau.

3. Continuous Improvement

Continuous improvement is an ongoing process of improvement of products, services, and processes with the help of innovative ideas. It is an organized approach that helps an organization to find its weaknesses and improve them.

Here's how call center directors use continuous improvement:
  • Change Agent/Team Building- continuous improvement with training/support of staff, and continuous communication and education for the customer.
  • Core duties include management and leadership of processes for the continuous improvement of the customer experience.

4. KPIs

Here's how call center directors use kpis:
  • Established policies, procedures, goals, and Key Performance Indicators (KPIs).
  • Establish and communicate Key Performance Indicators (KPIs) to call center staff.

5. Process Improvement

Here's how call center directors use process improvement:
  • Led all initiatives in recognizing and executing call center process improvements as well as operations improvements.
  • Designed and implemented metrics-driven process improvements, including bonus structure, resulting in higher-than-average industry ratings.

6. Workforce Management

Here's how call center directors use workforce management:
  • Developed and implemented training plan, forecast staffing model and workforce management.
  • Managed total of 480+ employees from Senior Managers to entry level positions, including quality, workforce management and facilities.

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7. Customer Care

Customer care, also known as customer service, is a one-to-one interaction between the consumer of a company and its representative.

Here's how call center directors use customer care:
  • Manage a team of 15+ Technical Support/Customer Care Supervisors and over 250 universal customer care representative.
  • Reduced product refunds by implementing resale program within Customer Care Department.

8. Direct Reports

Here's how call center directors use direct reports:
  • Direct reports included two managers, eight supervisors and eight team leads, with 12 to 15 representatives per team.
  • Assessed developmental opportunities, created, implemented and evaluated progress of performance plans for Managers and their direct reports.

9. Call Center Management

Here's how call center directors use call center management:
  • Attended numerous Information Management Forums Call Center Operation and International Call Center Management seminars.
  • Recruited to provide expertise in call center management, new program implementation, call guide development, and employee training.

10. Performance Metrics

Here's how call center directors use performance metrics:
  • Established and maintained the specifications for call center reporting, quality assurance, performance metrics and performance improvement.
  • Developed standard operating procedures for issue and business management including key process indicators and performance metrics reporting.

11. Center Management

Here's how call center directors use center management:
  • Work with call center management to establish performance measurement criteria, including conceptualizing average handle time database that was implemented nationally.
  • Conduct training sessions on call center management for new managers and executives

12. Staff Development

Here's how call center directors use staff development:
  • Directed and implemented staff development in the supervision of 15+ employees.
  • Established behavioral service standards and structured staff development programs.

13. Performance Standards

A performance standard is an expected level of quality that must be met for a process, procedure, or goal to be considered successful or complete. They can be found across a variety of industries including everything from product testing to educational testing.

Here's how call center directors use performance standards:
  • Set and maintained performance standards to assure quality of service and optimal performance.
  • Awarded the premier White Glove campaign for exceeding performance standards.

14. Telemarketing

Here's how call center directors use telemarketing:
  • Directed the development, implementation and integration of inbound and outbound telemarketing programs driving increased sales and improved productivity.
  • Maintained team of approximately 150 telemarketing representatives, supervisors, managers and 50 customer service agents.

15. Performance Management

Here's how call center directors use performance management:
  • Developed numerous systems, process, training and performance management improvements, outperforming all quality, revenue and satisfaction targets.
  • Maximized employee satisfaction, development and performance through goal settings and performance management practices.
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List of call center director skills to add to your resume

Call center director skills

The most important skills for a call center director resume and required skills for a call center director to have include:

  • 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
  • Performance Management
  • Training Programs
  • QA
  • Inbound Calls
  • IVR
  • SLA
  • Oversight
  • Performance Reviews
  • Human Resources
  • Quality Service
  • Client Relationships
  • Client Satisfaction
  • FTE
  • Call Monitoring
  • Medicare
  • ACD
  • Call Center Support
  • Phone System
  • Call Handling
  • Customer Complaints
  • Sales Techniques
  • Disciplinary Actions
  • Force Management
  • AHT
  • Customer Support
  • Process Reengineering
  • Strong Management
  • Business Development
  • Sigma
  • Performance Evaluations
  • Service Calls
  • VoIP

Updated January 8, 2025

Zippia Research Team
Zippia Team

Editorial Staff

The Zippia Research Team has spent countless hours reviewing resumes, job postings, and government data to determine what goes into getting a job in each phase of life. Professional writers and data scientists comprise the Zippia Research Team.

Updated January 8, 2025

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