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Director of customer care skills for your resume and career

Updated January 8, 2025

4 min read

Below we've compiled a list of the most critical director of customer care skills. We ranked the top skills for directors of customer care based on the percentage of resumes they appeared on. For example, 9.6% of director of customer care resumes contained crm as a skill. Continue reading to find out what skills a director of customer care needs to be successful in the workplace.

15 director of customer care skills for your resume and career

1. 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 customer care use crm:

Configured and implemented a CRM system to manage all customer interactions, global sales pipeline visibility and Sales staff productivity.
Managed Goldmine (CRM) database categorizing lead generation to determine effectiveness of marketing campaigns.

2. Project Management

Here's how directors of customer care use project management:

Project management-All Digital Conversion Care Facilitator
Project management including oversight of engineers and sub-contractors.

3. Employee Engagement

Here's how directors of customer care use employee engagement:

Introduced employee engagement and retention process.
Implemented several recognition programs, including performance-based shift bid, quarterly bonus program, and IDEA's Employee Engagement Program.

4. KPIs

Here's how directors of customer care use kpis:

Use Six Sigma principals along with goal setting and Key Performance Indicators (KPIs).
Established Customer Care Department call center KPIs, including scorecard at the agent level.

5. Customer Care Operations

Here's how directors of customer care use customer care operations:

Developed and implemented new organizational structure to further define Sales and Customer Care operations.
Managed four direct reports and 300 associates and reported directly to the Vice President of Customer Care operations.

6. Technical Support

Technical support or tech support are the services provided by any hardware or software company to users. They help in solving the technical difficulties the customers face with their products or services. Moreover, the tech support employees maintain, manage, and repair the IT faults. They are also responsible for resolving the network problems, installing and configuring hardware and software.

Here's how directors of customer care use technical support:

Restructured Technical Support hiring, training and development program.
Managed 200+ seat Customer Contact Center servicing billing and technical support of high speed internet, video, and telephony products.

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7. ROI

Here's how directors of customer care use roi:

Led the redesign of IVR functionality leading to $700K in annual savings and less than a year ROI.
Re-engineered customer service function, specifically the help desk, to maximize company's ROI in customer service.

8. 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 customer care use continuous improvement:

Foster a culture of quality, consistency, accountability and continuous improvement.
Drive training initiatives, including efforts involving continuous improvement, culture, initiatives, new products, and technology.

9. Direct Reports

Here's how directors of customer care use direct reports:

Provided comprehensive training in call center operations and customer service methodologies for direct reports and senior/executive management.
Monitored and provided timely feedback to direct reports about individual and team performance.

10. Customer Support

Here's how directors of customer care use customer support:

Provided comprehensive global customer support for all company product sets associated with Web Hosting, Internet access and Voice services.
Advanced within organization to manage customer support call center for world's largest grand scale printing firm.

11. Customer Satisfaction Scores

Here's how directors of customer care use customer satisfaction scores:

Created Career Progression model for all customer care representatives; routinely led the region in customer satisfaction scores.
Bolstered the TNPS customer satisfaction score by the second year into a World Class TNPS score of 80.

12. Shared Services

Here's how directors of customer care use shared services:

Managed a shared services team which is delivering critical business and technology services.
Served as liaison between Prepaid and our various First Data shared services partners.

13. ERP

Enterprise Resource Planning (ERP) is computer software used by major corporations and organizations for conducting their management and accounting tasks efficiently. ERP systems bind different business processes with each other allowing smoother flow of data between them resulting in swift project assessment and completion.

Here's how directors of customer care use erp:

Initiated a Power User group across the division to act as first level support for all ERP system users.
Achieved critical customer requirements as Business Lead implementing companys first ERP system.

14. Performance Metrics

Here's how directors of customer care use performance metrics:

Launched balanced scorecard performance metrics for support and customized executive reports for operational reviews.
Established productivity and performance metrics and reporting methods.

15. Customer Feedback

Customer feedback is the information, insight provided by a customer orally, in writing, or online form about their experiences with a company's product or services. Customer feedback is aimed to convey certain facts that the customers face when using the manufacturer's products, and in turn help the product, customer, and marketing teams understand where there is room for improvement. It may be positive, negative, or neutral, but it is very important for the growth of a business.

Here's how directors of customer care use customer feedback:

Addressed negative customer feedback immediately, resolving customer questions, issues and complaints.
Evaluated implementations for website and call center through employee and customer feedback.

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List of director of customer care skills to add to your resume

The most important skills for a director of customer care resume and required skills for a director of customer care to have include:

CRM
Project Management
Employee Engagement
KPIs
Customer Care Operations
Technical Support
ROI
Continuous Improvement
Direct Reports
Customer Support
Customer Satisfaction Scores
Shared Services
ERP
Performance Metrics
Customer Feedback
Center Management

Performance Management
Net Promoter Score
Process Improvement
Workforce Management
Strategic Direction
Customer Complaints
Call Center Management
Customer Issues
Call Centers
ISO
Medicare
Customer Loyalty
Customer Retention
QA
IVR
Pricing Strategy

SLA
Order Management
Business Plan
Organizational Structure
NPS
Client Satisfaction
VoIP
Revenue Growth
Account Management
Cost Savings
Call Handling
Performance Reviews
Chat Support
AHT
Strong Management
HR

Updated January 8, 2025

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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