What does a director of call center operations do?
A director of call center operations spearheads and manages the daily activities in a call center to ensure efficient workflow and optimal client services. They have the authority to make decisions, set goals and guidelines, establish budgets and timelines, delegate responsibilities among managers and teams, liaise with key external parties, and implement programs for the employees and clients. Moreover, as a director, it is their responsibility to develop and enforce policies and regulations to optimize call center operations.
Director of call center operations responsibilities
Here are examples of responsibilities from real director of call center operations resumes:
- 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.
- Maintain ACD abandonment rations operate within budget and monitor progress and maintain effective communications across both offices.
- Administer bi-weekly/monthly call observations on CSRs, providing facilitation and coaching for further skill development.
Director of call center operations skills and personality traits
We calculated that 7% of Directors Of Call Center Operations are proficient in Performance Metrics, Oversight, and Center Management. They’re also known for soft skills such as Communication skills, Leadership skills, and Management skills.
We break down the percentage of Directors Of Call Center Operations that have these skills listed on their resume here:
- Performance Metrics, 7%
Manage staff/workforce and scheduling / load-balance, while constantly reviewing performance metrics to ensure continuous improvement and process excellence.
- Oversight, 6%
Provided oversight and direction relative to statewide staff training to ensure effective customer service.
- Center Management, 6%
Work with call center management to establish performance measurement criteria, including conceptualizing average handle time database that was implemented nationally.
- Customer Satisfaction, 5%
Established performance measurement tracking and reporting system that improved call handling time, reduced agent frustration and in creased customer satisfaction.
- Process Improvement, 5%
Transcended process improvement to data management to ensure quality, accuracy and integrity for metrics.
- Continuous Improvement, 5%
Designed and executed continuous improvements focused on maximizing timeshare flow while reducing expenses.
Common skills that a director of call center operations uses to do their job include "performance metrics," "oversight," and "center management." You can find details on the most important director of call center operations responsibilities below.
Communication skills. To carry out their duties, the most important skill for a director of call center operations to have is communication skills. Their role and responsibilities require that "top executives must be able to convey information clearly and persuasively." Directors of call center operations often use communication skills in their day-to-day job, as shown by this real resume: "created training programs and vendor expectations for communication, responses and reporting. "
Leadership skills. Many director of call center operations duties rely on leadership skills. "top executives must be able to shape and direct an organization by coordinating policies, people, and resources.," so a director of call center operations will need this skill often in their role. This resume example is just one of many ways director of call center operations responsibilities rely on leadership skills: "combine information technology, data management, management directives, and leadership to customer care call center staff. "
Problem-solving skills. A big part of what directors of call center operations do relies on "problem-solving skills." You can see how essential it is to director of call center operations responsibilities because "top executives need to identify and resolve issues within an organization." Here's an example of how this skill is used from a resume that represents typical director of call center operations tasks: "designed and implemented business strategies and solutions to meet shareholder and customer objectives in dynamic bpo environment. "
Time-management skills. Another common skill required for director of call center operations responsibilities is "time-management skills." This skill comes up in the duties of directors of call center operations all the time, as "top executives do many tasks concurrently to ensure that their work gets done and that the organization meets its goals." An excerpt from a real director of call center operations resume shows how this skill is central to what a director of call center operations does: "increased productivity 5% by reducing transaction time through process improvement initiative. "
The three companies that hire the most director of call center operationss are:
- ImmunoTek Bio Centers4 directors of call center operations jobs
- DISH Network3 directors of call center operations jobs
- Xometry3 directors of call center operations jobs
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Compare different directors of call center operations
Director of call center operations vs. 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. They coordinate with the clients, discussing project adjustments or additional tasks as needed, and lead project execution and deliverables by determining the team's needs and concerns, and enforcing strategic procedures.
While similarities exist, there are also some differences between directors of call center operations and operations project manager. For instance, director of call center operations responsibilities require skills such as "performance metrics," "center management," "continuous improvement," and "workforce management." Whereas a operations project manager is skilled in "project management," "business operations," "risk management," and "business process." This is part of what separates the two careers.
Operations project managers really shine in the finance industry with an average salary of $90,596. Comparatively, directors of call center operations tend to make the most money in the transportation industry with an average salary of $126,110.operations project managers tend to reach similar levels of education than directors of call center operations. In fact, operations project managers are 0.9% less likely to graduate with a Master's Degree and 0.2% less likely to have a Doctoral Degree.Director of call center operations vs. 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. In addition, they are responsible for developing and monitoring dashboards to measure business health and assisting with planning, reporting, and budgeting.
While some skills are similar in these professions, other skills aren't so similar. For example, resumes show us that director of call center operations responsibilities requires skills like "center management," "workforce management," "customer care," and "call center management." But an operations program manager might use other skills in their typical duties, such as, "project management," "program management," "customer service," and "infrastructure."
Operations program managers earn a lower average salary than directors of call center operations. But operations program managers earn the highest pay in the technology industry, with an average salary of $109,929. Additionally, directors of call center operations earn the highest salaries in the transportation with average pay of $126,110 annually.operations program managers earn similar levels of education than directors of call center operations in general. They're 2.5% more likely to graduate with a Master's Degree and 0.2% less likely to earn a Doctoral Degree.Director of call center operations vs. Operations superintendent
Operations Superintendent plans and oversees the daily operations of an organization. They have the authority to set objectives and guidelines, establish budgets and schedules, delegate tasks among staff, and develop strategies to optimize operations and meet project requirements. It is also their responsibility to monitor the performance of the workforce and resolve issues promptly and efficiently. Moreover, an Operations Superintendent leads and encourages the employees to reach goals while implementing their policies and regulations.
The required skills of the two careers differ considerably. For example, directors of call center operations are more likely to have skills like "performance metrics," "oversight," "center management," and "customer satisfaction." But a operations superintendent is more likely to have skills like "safety program," "osha," "direct supervision," and "safety standards."
Operations superintendents make a very good living in the manufacturing industry with an average annual salary of $106,725. On the other hand, directors of call center operations are paid the highest salary in the transportation industry, with average annual pay of $126,110.Most operations superintendents achieve a lower degree level compared to directors of call center operations. For example, they're 5.9% less likely to graduate with a Master's Degree, and 0.5% less likely to earn a Doctoral Degree.Director of call center operations vs. Operations director
Operations directors oversee all company operations. They have the power to set the direction, change the course of the organization, and reform strategies to ensure efficiency in how the company operates. Operations directors manage business operations effectively by constantly analyzing company data and by anticipating any challenge that may come their way. As such, they make sound business decisions and recommendations that will help strengthen the organization. Operations directors oversee finances, quality control, and even human resources. They ensure that all aspects of the business are considered in making business operations decisions.
Even though a few skill sets overlap between directors of call center operations and operations directors, there are some differences that are important to note. For one, a director of call center operations might have more use for skills like "performance metrics," "center management," "workforce management," and "customer care." Meanwhile, some responsibilities of operations directors require skills like "customer service," "patients," "project management," and "logistics. "
Operations directors enjoy the best pay in the finance industry, with an average salary of $120,460. For comparison, directors of call center operations earn the highest salary in the transportation industry.The average resume of operations directors showed that they earn similar levels of education compared to directors of call center operations. So much so that theyacirc;euro;trade;re 1.1% less likely to earn a Master's Degree and more likely to earn a Doctoral Degree by 0.3%.Types of director of call center operations
Updated January 8, 2025
