Sample Job Description for Call Center Operations Director

Job Description Management

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Call Center Operations Director Job Overview

Call Center Operations Director Job Description Sample

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

JOB LEVEL
M04
EDUCATION/DEGREE
Bachelor's Degree
REPORTS TO
Top Management
Salary Range
BASE 50%
$182,000
TOTAL 50%
$218,600
Job Responsibilities for Call Center Operations 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.

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Job Title Job Description
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Call Center Operations Director Skills & Proficiency Level

Skills Proficiency Level
Business Acumen Level 3
Key Performance Indicators (KPI) Level 5
Customer Relationship Management Level 5

Career Path for Call Center Operations Director