How to hire a director of call center operations

How to hire a director of call center operations, step by step

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

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

What does a director of call center operations do?

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1. Identify your hiring needs

   Before you post your director of call center operations 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 director of call center operations 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?

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   Hiring the perfect director of call center operations 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 directors of call center operations.

   Type of Director Of Call Center Operations	Description	Hourly rate
   Director Of Call Center Operations	Top executives devise strategies and policies to ensure that an organization meets its goals. They plan, direct, and coordinate operational activities of companies and organizations.	$40-91
   Operations Project Manager	An operations project manager is responsible for monitoring the performance of the project team, ensuring that the operations meet the clients' standards and internal regulations with maximum productivity and efficiency. Operations project managers manage the department's budget and allocate materials and resources accurately, maintaining a record of expenses and costs forecasting... Show more	$31-58
   Operations Program Manager	The role of operations program managers is to help improve organizational efficiency, particularly in the areas of administrative, financial, and programmatic operations. Their key duties and responsibilities include overseeing the collection, analysis, and reporting of data, overseeing and leading teams to achieve business goals, and managing the development and execution of operational procedures... Show more	$37-75

   Show more

2. Create an ideal candidate profile

   Common skills:

   • Performance Metrics
   • Oversight
   • Center Management
   • Customer Satisfaction
   • Process Improvement
   • Continuous Improvement
   • Workforce Management
   • Customer Care
   • Call Center Management
   • Staff Development
   • Employee Engagement
   • Outbound Calls
   • CRM
   • KPIs

   Check all skills

   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.
   • Negotiate performance contract for call center's KPIs that exceed client's expectations (Q3-Q4).
   • Implement organizational infrastructure, including shift leaders, supervisors/escalation leads, a training specialist, and an employee engagement coordinator.

   More director of call center operations duties

3. Make a budget

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

   • Location. For example, directors of call center operations' average salary in wyoming is 55% less than in district of columbia.
   • Seniority. Entry-level directors of call center operations earn 55% less than senior-level directors of call center operations.
   • Certifications. A director of call center operations 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 director of call center operations's salary.

   Average director of call center operations salary

   $127,742yearly

   $61.41 hourly rate

   ---

   Entry-level director of call center operations salary

   $85,000 yearly salary

   Updated January 23, 2026

   Average director of call center operations salary by state

   Rank	State	Avg. salary	Hourly rate
   1	New Jersey	$185,320	$89
   2	New York	$175,053	$84
   3	Virginia	$166,181	$80
   4	Connecticut	$148,333	$71
   5	Colorado	$146,116	$70
   6	Washington	$139,833	$67
   7	North Carolina	$131,382	$63
   8	Maryland	$128,861	$62
   9	Texas	$125,084	$60
   10	Arizona	$115,564	$56
   11	Iowa	$115,542	$56
   12	California	$108,812	$52
   13	Tennessee	$104,111	$50
   14	Florida	$98,346	$47
   15	Missouri	$91,779	$44
   16	Utah	$87,029	$42
   17	Montana	$86,086	$41
   18	Wyoming	$82,572	$40

   Average director of call center operations salary by company

   Company

   Rank	Company	Average salary	Hourly rate	Job openings
   1	University of Maryland, Baltimore	$156,008	$75.00	12
   2	Novant Health	$149,967	$72.10	12
   3	Tampa General Hospital	$146,849	$70.60	6
   4	University of Virginia	$125,984	$60.57	25
   5	Green Plains	$123,234	$59.25	1
   6	Mass Markets	$120,725	$58.04	126
   7	DISH Network	$120,203	$57.79
   8	Xometry	$108,143	$51.99	23
   9	ImmunoTek Bio Centers	$95,137	$45.74	3
   10	MHEarlyLearning	$91,116	$43.81	1
   11	University of Washington	$90,666	$43.59	5
   12	University of Montana	$84,699	$40.72
   13	Texas State Teachers Association	$67,619	$32.51	2
   14	Compass Group USA	$51,859	$24.93	305

4. Writing a director of call center operations job description

   A job description for a director of call center operations 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 director of call center operations job description:

   Director of call center operations job description example

   We are seeking a Director of Security Operations to develop response strategies that improve McDonald's security posture and support enabling technologies to achieve business growth. You will lead both strategic and tactical elements of the Incident Response Team, oversee our partners within the Security Operations Center (SOC), and work in an advisory capacity to the architecture and engineering teams. Your inspiration and accountability to the incident response function will help continue to enable a nimble, effective, and scalable technical cybersecurity environment. You will help lead continuous improvement of the team's incident response effort through automation, and process maturity. As the Director of Security Operations, you will be responsible for continuous improvement to established processes to oversee detailed, market-centric tabletop exercises and wargames.
   
   The Director of Security Operations must have the ability to foster a collaborative working relationship with security stakeholders across the global McDonald's environment. Demonstrated success in managing a global incident response team. A leader in this space will have experience in developing a strategic vision for incident response, familiarity with vulnerabilities, exploits, and threat analytics. Experience with enabling business stakeholders on lessons learned through engagements, and assessments.
   Responsibilities
   
   Oversee management of end-to-end incident response function, contracts, budgets, documentation of policy, standards, processes, and guidelines (PSPGs) to ensure an operating environment that is efficient and effective
   
   Lead eDiscovery / Forensics requests based on requirements from external partners
   
   Outline strategic initiatives and roadmap for the security operations team and incident response
   
   Enable lessons learned for continuous improvement of playbooks and response capabilities
   
   Manage outside partners to conduct large-scale investigations and examine endpoint and network-based sources of evidence
   
   Direct improvements to SIEM and SOC efforts for continuous maturity to response times and SLA compliance
   
   Effectively communicate investigative findings and strategies to technical staff, executive leadership, legal counsel, and internal and external clients
   
   Oversight of the managed security service provided by a third-party SOC provider and the development and maintenance of an incident response program
   
   Mentor, manage and motivate a high-performing team of senior managers/analysts and/or senior professionals and set clear priorities to achieve GTRM's goals
   
   Work closely with the Sr Director of Operations to ensure that information security and risk management are embedded within the culture, requiring continuous improvement to a multifaceted set of functions to organize security and compliance risks related to information systems and assets.
   
   Drive coordination, consensus, and execution to mitigate cybersecurity events and emerging threats

   Copy this example

   

5. Post your job

   To find directors of call center operations for your business, try out a few different recruiting strategies:

   • Consider internal talent. One of the most important talent pools for any company is its current employees.
   • Ask for referrals. Reach out to friends, family members, and your current work to ask if they know any directors of call center operations they would recommend.
   • Recruit at local colleges. Attend job fairs at local colleges to recruit entry-level directors of call center operations with the right educational background.
   • Social media platforms. LinkedIn, Facebook, and Twitter have more than 3.5 billion users, and they're a great place for company branding and reaching potential job candidates.

   Post your job online:

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

6. Interview candidates

   To successfully recruit directors of call center operations, your first interview needs to engage with candidates to learn about their interest in the role and experience in the field. You can go into more detail about the company, the role, and the responsibilities during follow-up interviews.

   It's also good to ask about candidates' unique skills and talents. You can move on to the technical interview if a candidate is good enough for the next step.

   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 director of call center operations

   Once you have selected a candidate for the director of call center operations position, it is time to create an offer letter. In addition to salary, the offer letter should include details about benefits and perks that are available to the employee. Ensuring your offer is competitive is vital, as qualified candidates may be considering other job opportunities. The candidate may wish to negotiate the terms of the offer, and it is important to be open to discussion and reach a mutually beneficial agreement. After the offer has been accepted, it is a good idea to formalize the agreement with a contract.

   It's equally important to follow up with applicants who don't get the job with an email letting them know that the position has been filled.

   To prepare for the new employee's start date, you can create an onboarding schedule and complete any necessary paperwork, such as employee action forms and onboarding documents like I-9 forms, benefits enrollment, and federal and state tax forms. Human Resources should also ensure that a new employee file is created.

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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