Call director vs call center manager

Differences between call director and call center manager duties and responsibilities

Call director example responsibilities.

• Accomplish Medicare standards with qualitative and quantitative measures.
• Credit for minimizing errors and losses through implementation of QA processes that generate significant incremental revenues with minimal increase in risk.
• Follow all regulatory policies and procedures, privacy and security standards in accordance with government agencies to include HIPAA requirements.

Call center manager example responsibilities.

• Lead the project to upgrade the WFM system to the current vendor version.
• Evaluate phone activity and trends for CMS staffing and re-training, and manage WFM, CTI and CRM implementation.
• Manage remote locations to ensure SLA's & KPI's are met within parameters of 3rd party contract (s).
• Monitor and manage each team member's performance metric goals to ensure alignment with business processes and external client SLA expectations.
• Accomplish Medicare standards with qualitative and quantitative measures.
• Manage quality improvement initiatives for areas of responsibility and ensure compliance with ISO indicators and other mandate standards.
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