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Director of call center operations skills for your resume and career

Updated January 8, 2025
7 min read
Quoted experts
Craig Nathanson Ph.D.,
Dr. Mary Kern Ph.D.
Below we've compiled a list of the most critical director of call center operations skills. We ranked the top skills for directors of call center operations based on the percentage of resumes they appeared on. For example, 6.5% of director of call center operations resumes contained performance metrics as a skill. Continue reading to find out what skills a director of call center operations needs to be successful in the workplace.

15 director of call center operations skills for your resume and career

1. Performance Metrics

Here's how directors of call center operations use performance metrics:
  • Manage staff/workforce and scheduling / load-balance, while constantly reviewing performance metrics to ensure continuous improvement and process excellence.
  • Implemented operational reporting to capture performance metrics, determine staffing requirements, and provide employee feedback and reporting.

2. Oversight

Having oversight of someone means to monitor a process or a situation. If someone has oversight of something, they are responsible for the completion of the project. Oversight is usually given to experts as they monitor their juniors or newbies as they go through a project.

Here's how directors of call center operations use oversight:
  • Provided oversight and direction relative to statewide staff training to ensure effective customer service.
  • Provide oversight for the Patient Support Center, providing clear direction on how to resolve clinical IT problems.

3. Center Management

Here's how directors of call center operations use center management:
  • Work with call center management to establish performance measurement criteria, including conceptualizing average handle time database that was implemented nationally.
  • Project Manager and Corporate Authorized Service Center management for all order escalation, courier investigations, and refund status research.

4. Customer Satisfaction

Here's how directors of call center operations use customer satisfaction:
  • Established performance measurement tracking and reporting system that improved call handling time, reduced agent frustration and in creased customer satisfaction.
  • Developed team building programs, established customer satisfaction standards, encouraged team competition, reduced employee turnover.

5. Process Improvement

Here's how directors of call center operations use process improvement:
  • Transcended process improvement to data management to ensure quality, accuracy and integrity for metrics.
  • Reduced costs associated with escrow mistakes by 90% through visibility and system enhancements/process improvements.

6. 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 directors of call center operations use continuous improvement:
  • Designed and executed continuous improvements focused on maximizing timeshare flow while reducing expenses.
  • Ensured continuous improvement in quality scores, operational effectiveness and employee retention.

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7. Workforce Management

Here's how directors of call center operations use workforce management:
  • Developed a Workforce Management department responsible for real-time agent productivity reporting and specific client gate Service Level activity.
  • Coordinated with recruiting, training and workforce management departments to ensure adequate staffing and production quality.

8. 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 directors of call center operations use customer care:
  • Direct call center operations and outsourced customer care for Time Warner Cable's second largest division in a 24/7 environment.
  • Managed inbound US and Canadian call center operation (14 sites) providing directory assistance and customer care.

9. Call Center Management

Here's how directors of call center operations use call center management:
  • Call center management included hiring and training of all assistant managers administrative associates and direct calling bankruptcy and collection representatives.
  • Worked effectively with call center management to ensure consistency among all call center quality programs and procedures.

10. Staff Development

Here's how directors of call center operations use staff development:
  • Improved employee engagement through staff development and team building initiatives.
  • Created policies and procedures Established staff development training programs Implemented quality assurance Procedures.

11. Employee Engagement

Here's how directors of call center operations use employee engagement:
  • Key focus is on providing an outstanding quality of customer service, driving employee engagement whilst achieving all profit goals.
  • Improved employee engagement scores 6.6 percentage points over baseline within 1 year via implementation of a robust employee engagement plan.

12. 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 directors of call center operations use outbound calls:
  • Process customer service orders submitted electronically vs. inbound/outbound calls.
  • Developed and implemented outbound call strategies focusing on a relationship-building approach on all outbound calls.

13. CRM

CRM stands for Customer relationship management and it is a complete process through which a business or organization monitors and administers its interactions with the customers. A process in which large amounts of data are collected through marketing via a company's website, polls, surveys, and other social media applications. The basic goal of CRM is to target the right audience for their product, and then fulfill their needs, to increase the sales and revenue of the company.

Here's how directors of call center operations use crm:
  • Provided training for new and existing sales team members on use of CRM tools and maximizing effective use of the program.
  • Researched and acquired appropriate technologies, including VRU, CRM, and call-routing software, to increase Call Center efficiency.

14. KPIs

Here's how directors of call center operations use kpis:
  • Negotiated performance contract for call center's KPIs that exceeded client's expectations (Q3-Q4).
  • Promoted to drive contact center efficiency and improve KPIs center-wide though standardization of business practices.

15. Direct Reports

Here's how directors of call center operations use direct reports:
  • Performed all evaluations for direct reports and verified all staff were adequately training and focused on company service and support.
  • Develop and mentor direct reports such as sales directors, sales managers, HR manager, and workforce manger.
top-skills

What skills help Directors Of Call Center Operations find jobs?

Tell us what job you are looking for, we’ll show you what skills employers want.

What type of skills will young Directors of call center operations need?

Craig Nathanson Ph.D.Craig Nathanson Ph.D. LinkedIn profile

Adjunct Lecturer, Sonoma State University

I see the essential human skills gaining importance to build a new post-covid work life. These include creativity, leading and working in teams, writing, speaking, being self-aware, and lowering bias and networking; career branding as critical areas for graduates to focus on now.

What technical skills for a director of call center operations stand out to employers?

Dr. Mary Kern Ph.D.Dr. Mary Kern Ph.D. LinkedIn profile

Associate Professor, Zicklin School of Business at Baruch College - City University of New York

- Clearly, the ability to use different forms of communication technology has become key, and as these forms evolve rapidly, employers are look for an ability to adapt, adopt, and teach them to their colleagues.

- Evidence-based management and decision-making are playing a much larger role in organizations, and thus the ability to work with quantitative data to understand situations and to help make decisions is crucial.
Do you want to know more?
Read more about what experts have to say about director of call center operations

List of director of call center operations skills to add to your resume

Director of call center operations skills

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

  • 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
  • Direct Reports
  • Client Facing
  • Performance Management
  • ROI
  • IVR
  • Performance Standards
  • Training Programs
  • Business Development
  • Technical Support
  • Quality Standards
  • Employee Development
  • Call Centers
  • FTE
  • Client Relationships
  • Performance Reviews
  • SLA
  • Vendor Management
  • Quality Assurance Program
  • ACD
  • Capacity Planning
  • Strategic Direction
  • Human Resources
  • Customer Retention
  • Sigma
  • Performance Expectations
  • System Performance
  • Customer Support
  • BPO
  • Call Handling
  • Call Monitoring
  • QA
  • RFP
  • AHT
  • CMS
  • Medicare

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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