Skills & Competencies for Contact Center Director

Contact Center Director job profile

Book a Demo and Receive a Sample Job Profile

JOB SUMMARY for Contact Center Director

Directs all aspects of an organization's contact center policies, objectives, operations, and initiatives.

JOB RESPONSIBILITIES for Contact Center Director

Analyzes operations and develops key performance criteria and standards to monitor and manage agents' performance. Establishes operational targets, best practices, and training programs that support service, quality, and efficiency standards. Researches state-of-the-art operations and technology used by contact centers to identify and adopt models and tools to enhance the customer experience and drive efficiency improvements. Develops collaborative partnerships with stakeholders to maintain effective operations and deliver optimal results.

Contact Center Director SALARY RANGE

BASE 50%
$177,700
TOTAL 50%
$213,450
Job Level
M04
Job Code
EX05000309
Education/Degree
Bachelor's Degree
Reports To
Top Management

Contact Center Director Skills and Competencies List

Proficiency Levels and Behavioural Indicators
Salary.com identifies five increasing levels of proficiency for each skill/competency. Some jobs require only a relatively low level of proficiency in each skill/competency, while other jobs will require a more advanced level of proficiency in the same skill/competency. These levels rate the degree of proficiency (skill level, expertise) we expect the incumbent to perform in the given skill/competency for the given job. Note that we intentionally do not associate timeframes or years of experience in performing the skill/competency because that can be misleading. Proficiency levels identify what the incumbent knows and can do rather than how long they have been doing it. Also, note that the proficiency levels are cumulative, e.g., a level 4 proficiency implies the ability to perform all the behaviors at the lower levels.
Check each Contact Center Director skill and competencie below to view definitions.
JOB FAMILY COMPETENCIES CORE COMPETENCIES
BOOK A DEMO

8 general skills or competencies (Job family competencies) for Contact Center Director

1 Job Family Competencies – Call Center Management
Proficiency Level -4
Skill definition-Managing and organizing daily call center operations to deliver and surpass high expectations for customer service.
Level 1 Behaviors
(General Familiarity)
Cites key functions of call center management, including staffing and performance management.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Compiles daily, weekly, monthly staff productivity and call center reports for management review.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Communicates employee needs and issues to meet customer demands and maintain service quality.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Monitors the daily call center operations to ensure service level goals are met or exceeded.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Designs operational workflows to streamline and optimize our performance and the overall process.
See 4 More Skill Behaviors
2 Job Family Competencies – Customer Analytics
Proficiency Level -3
Skill definition-Identifying and forecasting customer behavior and insights to increase customer acquisition, retention, and buyer engagement.
Level 1 Behaviors
(General Familiarity)
Describes the importance of customer analytics in driving customer-focused growth plans.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Collects feedback from customers to enhance future analytics processes.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Leverages customer analytics to streamline data identification and improve customer experience.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Facilitates training on the new tools and methodologies used to enhance the customer analytics process.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Champions new engagement tools in customer analytics to forecast and segment customer behavior and insights.
See 4 More Skill Behaviors
3 Contact Center Director - Skill and Competency
Proficiency Level - 3
4 Skill and Competency - Contact Center Director
Proficiency Level - 4
5 Competency for - Contact Center Director
Proficiency Level - 5

13 soft skills or competencies (core competencies) for Contact Center Director

1 Core Competencies – Business Acumen
Proficiency Level -3
Skill definition-Insight into our organization's business, goals, and values. Ability to design and implement initiatives that facilitate successful outcomes.
Level 1 Behaviors
(General Familiarity)
Describes the market conditions that impact the business.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Collects and compiles competitor information for competitive analysis.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Communicates financial insights that positively influence the business plan development process.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Evaluates and explains the financial aspects of a business initiative to different teams.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Champions organizational change and digital transformation to drive higher business performance.
See 4 More Skill Behaviors
2 Core Competencies – Key Performance Indicators (KPI)
Proficiency Level -5
Skill definition-Knowledge of and ability to apply a set of quantifiable measurements to determine how effectively an individual, team or organization is achieving a business objective.
Level 1 Behaviors
(General Familiarity)
Contrasts KPI with other performance management tools, such as Balanced Score Card (BSC) and Objectives and Key Results (OKR).
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Follows up on regular action items related to KPI implementation.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Consolidates internal and external information to define and select applicable KPI.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Designs and develops KPI metrics and dashboards for various functions and purposes.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Conducts lectures on KPI best practices at industry conferences.
See 4 More Skill Behaviors
3 Contact Center Director - Skill and Competency
Proficiency Level - 3
4 Skill and Competency - Contact Center Director
Proficiency Level - 4
5 Competency for - Contact Center Director
Proficiency Level - 5

Summary of Contact Center Director skills and competencies

There are 0 hard skills for Contact Center Director.
8 general skills for Contact Center Director, Call Center Management, Customer Analytics, Customer Complaint Resolution, etc.
13 soft skills for Contact Center Director, Business Acumen, Key Performance Indicators (KPI), Customer Relationship Management, etc.
While the list totals 21 distinct skills, it's important to note that not all are required to be mastered to the same degree. Some skills may only need a basic understanding, whereas others demand a higher level of expertise.
For instance, as a Contact Center Director, he or she needs to be skilled in Business Acumen, be an expert in Key Performance Indicators (KPI), and be an expert in Customer Relationship Management.

It's Easy to Get Started

Get the precision you need to assess, hire, and develop top talent with skills and competencies – see how with a personalized demo.