Explore jobs
Find specific jobs
Explore careers
Explore professions
Best companies
Explore companies
What is a director of call center operations and how to become one
A director of call center operations is in charge of a company's call center, which provides customer support to clients over the phone. The director supervises the whole team of call center operators and makes sure that employees are hitting Key Performance Indicators for customer service.
Directors of call center operations are also responsible for staffing the call center and recruiting new employees if necessary. Besides supervising workers, directors of call center operations are responsible for the big picture tasks of running a call center. They develop overall plans and strategies to manage the budget, increase revenue, and organize the call center more efficiently in order to improve quality of service.
Most directors of call center operations have at least a bachelor's degree in business. Some go on to earn a master's. However, it is possible to succeed with only an associate's degree and enough professional experience. Directors of call center operations also need to have many years of experience in customer service, specifically in call centers. They earn an average salary of $117,044 a year.
Avg. Salary $127,742
Avg. Salary $59,228
Growth rate 6%
Growth rate 0.3%
American Indian and Alaska Native 0.47%
Asian 6.30%
Black or African American 6.11%
Hispanic or Latino 14.94%
Unknown 4.33%
White 67.85%
Genderfemale 32.81%
male 67.19%
Age - 44American Indian and Alaska Native 3.00%
Asian 7.00%
Black or African American 14.00%
Hispanic or Latino 19.00%
White 57.00%
Genderfemale 47.00%
male 53.00%
Age - 44Stress level is very high
7.1 - high
Complexity level is advanced
7 - challenging
Work life balance is poor
6.4 - fair
Director of call center operations career paths
Key steps to become a director of call center operations
Explore director of call center operations education requirements
Start to develop specific director of call center operations skills
Skills Percentages Performance Metrics 6.55% Oversight 6.30% Center Management 5.87% Customer Satisfaction 5.41% Process Improvement 4.86% Complete relevant director of call center operations training and internships
Accountants spend an average of 6-12 months on post-employment, on-the-job training. New directors of call center operations learn the skills and techniques required for their job and employer during this time. The chart below shows how long it takes to gain competency as a director of call center operations based on U.S. Bureau of Labor Statistics data and data from real director of call center operations resumes.Research director of call center operations duties and responsibilities
- Manage project budget for staffing scheduling, payroll, attendance, time off reporting, human resources, and co-employment issues.
- Implement organizational infrastructure, including shift leaders, supervisors/escalation leads, a training specialist, and an employee engagement coordinator.
- Process revenue and payroll reports.
- Ensure all work requests are processed per SLA's and client specific procedures.
Get director of call center operations experience
Generally, it takes 4-6 years to become a director of call center operations. The most common roles before becoming a director of call center operations include call center manager, operations manager team lead and manager.Prepare your director of call center operations resume
When your background is strong enough, you can start writing your director of call center operations resume.
You can use Zippia's AI resume builder to make the resume writing process easier while also making sure that you include key information that hiring managers expect to see on a director of call center operations resume. You'll find resume tips and examples of skills, responsibilities, and summaries, all provided by Zippi, your career sidekick.
Choose from 10+ customizable director of call center operations resume templates
Build a professional director of call center operations resume in minutes. Browse through our resume examples to identify the best way to word your resume. Then choose from 10+ resume templates to create your director of call center operations resume.
Apply for director of call center operations jobs
Now it's time to start searching for a director of call center operations job. Consider the tips below for a successful job search:
- Browse job boards for relevant postings
- Consult your professional network
- Reach out to companies you're interested in working for directly
- Watch out for job scams
How did you land your first director of call center operations job
Are you a director of call center operations?
Share your story for a free salary report.
Average director of call center operations salary
The average director of call center operations salary in the United States is $127,742 per year or $61 per hour. Director of call center operations salaries range between $85,000 and $190,000 per year.
What am I worth?
How do directors of call center operations rate their job?
Director of call center operations reviews
Antigienic people, irresponsible people, lazy employees
Operations never stops, its always up and running and you have to be available at any time
Updated January 8, 2025
