How to Become a Contact Center Director

Step 1: Understand the job description and responsibilities of a Contact Center Director

What does a Contact Center Director do?

A Contact Center Director directs the entire operations of the organization's contact center facility. Implements and reviews policies and operating structure of the contact center. Being a Contact Center Director sets standards and guidelines for customer interactions. Monitors the interactions to ensure that the expectations of the customers are met. Additionally, Contact Center Director analyzes operations of the contact center and oversees any efficiency improvements. Requires a bachelor's degree. Typically reports to top management. The Contact Center Director manages a departmental sub-function within a broader departmental function. Creates functional strategies and specific objectives for the sub-function and develops budgets/policies/procedures to support the functional infrastructure. Deep knowledge of the managed sub-function and solid knowledge of the overall departmental function. To be a Contact Center Director typically requires 5+ years of managerial experience.

People's Opinions on Contact Center Director responsibilities

The Director’s success is measured by the organization’s ability to provide high quality services while meeting Service Level Agreements (SLA), improving call performance, increased use of resources and adaptation of new proven technologies to increase efficiency, and achievement of metrics.

02/22/2020: Providence, RI

The successful Director is continually engaged in leading and inspiring their team in developing and documenting best practices in the performance of all duties and responsibilities.

01/26/2020: Macon, GA

They don’t have the negative reputation from which call centers often suffer.

12/29/2019: Cedar Falls, IA

call center is that the former provides additional services such as.

02/22/2020: Oakland, CA

Call centers operate over the phone, their main channel of communication.

01/12/2020: Bergenfield, NJ
Read all People's Opinions Submit your opinion

Step 2: Learn best tips to become a Contact Center Director

Best tips for those who want to become a Contact Center Director

Here are some tips to become a Contact Center Director.

People's Opinions on best tips

Entrust agents with more autonomy and authority.

12/01/2019: Lawrence, MA

Eliminate obstacles from their daily tasks.

12/06/2019: Wichita, KS

Keep rewards simple and frequent.

01/28/2020: Abilene, TX

Connect with them on a personal level.

02/24/2020: Portland, ME

Weeding out bad influences is far easier during the hiring process than after.

02/11/2020: Scranton, PA
Read all People's Opinions Submit your opinion

Step 3: View best colleges and universities for Contact Center Director

Best colleges and universities for Contact Center Director

  • Butler University
  • Carroll College
  • Cooper Union
  • High Point University
  • Princeton University
  • Providence College

Step 4: Think about whether is it worth to be a Contact Center Director

Is being a Contact Center Director Worth it?

People's Opinions on lifestyles

The Processing, Verification, and Disbursement Center (PVDC) Director reports to the Deputy Associate Administrator for the Office of Disaster Assistance (ODA).

12/17/2019: Rochester, NY

The Buyer will report to the Director of Procurement and will successfully administer the purchasing function for.

02/01/2020: Lancaster, PA

Unfortunately, the IVR used in called centers often makes it difficult to reach a live agent and have problems solved efficiently.

02/18/2020: Huntsville, AL

MiContact Center Enterprise provides a powerful toolbox of applications to transform dated, voice-only call centers into a multi-channel experience.

01/13/2020: Juneau, AK

Immigrant visa (IV) applicants currently working with the National Visa Center (NVC) should make sure there is a working email address for at least one party on their case.

01/15/2020: Evansville, IN
Read all People's Opinions Submit your opinion

Step 5: Prepare relevant skills for being a Contact Center Director

What skills do you need to be a Contact Center Director?

Management is no easy task, and as such, the skill requirements for these types of roles vary greatly.  Chief skills for this role are: Call Center Management, Call Center Operations, Customer Support Architecture, Customer Support Policies, Standards and Procedures, Phone Support, Service Request Management Process, Shared Services.  You would need to be proficient in the following: Workforce Management Software.  Expertise in these areas will help you land this, or a similar role.

People's Opinions on Contact Center Director skills

Must have at least 8+ years of call center leadership and operations experience in rapid growth companies.

01/25/2020: Salisbury, NC

Experience leading and scaling small to large call centers.

12/19/2019: Lincoln, NE

Leadership experience in both inbound B2B and inbound B2C call centers.

01/21/2020: Richland, WA

Our call centers work directly with patients and providers so experience in Insurance (especially Medicare related products) and Provider Relations/Networks is preferred.

01/28/2020: Rapid City, SD

The call center manager should be a good listener to agent’s concerns and suggestions in order to devise ways to make work easier or more efficient.

01/27/2020: Virginia Beach, VA
Read all People's Opinions Submit your opinion

Step 6: View average salary for Contact Center Director

How much does a Contact Center Director make?

The average salary range for a Contact Center Director is from $125,230 to $174,382. The salary will change depending on your location, job level, experience, education, and skills.

Salary range for a Contact Center Director
$125,230 to $174,382

Step 7: Find relevant Contact Center Director jobs, and apply.

Looking for Contact Center Director jobs?

Here are some Contact Center Director jobs in the United States.

Search Contact Center Director Jobs in the United States

Step 8: Explore Career Path of Contact Center Director

Step 8: Explore Career Path of Contact Center Director? Contact Center Director