How much does a Contact Center Director make hourly in the United States? The average hourly wage for a Contact Center Director in the United States is $85 as of April 24, 2024, but the range typically falls between $72 and $99. Hourly rate can vary widely depending on many important factors, including education, certifications, additional skills, the number of years you have spent in your profession. With more online, real-time compensation data than any other website, Salary.com helps you determine your exact pay target. 

Contact Center Director Salaries by Percentile
Percentile Hourly Pay Rate Location Last Updated
10th Percentile Contact Center Director Salary $60 US April 24, 2024
25th Percentile Contact Center Director Salary $72 US April 24, 2024
50th Percentile Contact Center Director Salary $85 US April 24, 2024
75th Percentile Contact Center Director Salary $99 US April 24, 2024
90th Percentile Contact Center Director Salary $111 US April 24, 2024
25% $72 10% $60 90% $111 75% $99 $85 50%(Median) Didn’t find job title? Click
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What skills does a Contact Center Director need?

Each competency has five to ten behavioral assertions that can be observed, each with a corresponding performance level (from one to five) that is required for a particular job.

1.

Customer Service: Customer service is the provision of service to customers before, during and after a purchase. The perception of success of such interactions is dependent on employees "who can adjust themselves to the personality of the guest". Customer service concerns the priority an organization assigns to customer service relative to components such as product innovation and pricing. In this sense, an organization that values good customer service may spend more money in training employees than the average organization or may proactively interview customers for feedback. From the point of view of an overall sales process engineering effort, customer service plays an important role in an organization's ability to generate income and revenue. From that perspective, customer service should be included as part of an overall approach to systematic improvement. One good customer service experience can change the entire perception a customer holds towards the organization.

2.

Customer Contact: Customer Contact is the process of handling a query of the customer before, during, and after the purchase of any product or service.

3.

Customer Satisfaction: Customer satisfaction (often abbreviated as CSAT, more correctly CSat) is a term frequently used in marketing. It is a measure of how products and services supplied by a company meet or surpass customer expectation. Customer satisfaction is defined as "the number of customers, or percentage of total customers, whose reported experience with a firm, its products, or its services (ratings) exceeds specified satisfaction goals." The Marketing Accountability Standards Board (MASB) endorses the definitions, purposes, and constructs of classes of measures that appear in Marketing Metrics as part of its ongoing Common Language in Marketing Project. In a survey of nearly 200 senior marketing managers, 71 percent responded that they found a customer satisfaction metric very useful in managing and monitoring their businesses. It is seen as a key performance indicator within business and is often part of a Balanced Scorecard. In a competitive marketplace where businesses compete for customers, customer satisfaction is seen as a key differentiator and increasingly has become a key element of business strategy.

Customer Service 8.64%
Customer Contact 2.54%
Customer Satisfaction 1.59%
Others 87.23%

Job Description for Contact Center Director

Contact Center Director directs all aspects of an organization's contact center policies, objectives, operations, and initiatives. Analyzes operations and develops key performance criteria and standards to monitor and manage agents' performance. Being a Contact Center Director 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. Additionally, Contact Center Director develops collaborative partnerships with stakeholders to maintain effective operations and deliver optimal results. 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. To be a Contact Center Director typically requires 5+ years of managerial experience. Deep knowledge of the managed sub-function and solid knowledge of the overall departmental function. (Copyright 2024 Salary.com)... View full job description

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Career Path for Contact Center Director

A career path is a sequence of jobs that leads to your short- and long-term career goals. Some follow a linear career path within one field, while others change fields periodically to achieve career or personal goals.

For Contact Center Director, the first career path typically progresses to Top Contact Center Executive.

Those that have already made the climb...
Dean Tinsley, Former Senior Vice President, Operations
Civitas Resources, Inc., an exploration and production company, focuses on the acquisition, development, and production of oil and natural gas in the Rocky Mountain region, primarily in the Wattenberg Field of the Denver-Julesburg Basin of Colorado. The company was formerly known as Bonanza Creek Energy, Inc. Civitas R... More
Fiscal Year Ended in 2022
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Contact Center Director salary varies from city to city. Compared with national average salary of Contact Center Director, the highest Contact Center Director salary is in San Francisco, CA, where the Contact Center Director salary is 25.0% above. The lowest Contact Center Director salary is in Miami, FL, where the Contact Center Director salary is 3.5% lower than national average salary.

City, State Compared to national average
City, State San Francisco, CA Compared to national average
+ 25.0%
City, State Washington, DC Compared to national average
+ 11.3%
City, State Miami, FL Compared to national average
-3.5%
City, State Chicago, IL Compared to national average
+ 4.9%
City, State Boston, MA Compared to national average
+ 12.1%
City, State New York, NY Compared to national average
+ 16.8%
City, State Dallas, TX Compared to national average
-1.3%

Take just three simple steps below to generate your own personalized salary report

Step 1 of 3

Understand the total hourly compensation opportunity for a Contact Center Director, hourly wage plus other pay elements

Average Hourly Wage

Core compensation

 
 
 
72
99
85

Average Total Hourly Cash Compensation

Includes base and short-term incentives

 
 
 
84
125
103
These charts show the average hourly wage (core compensation), as well as the average total hourly cash compensation for the job of Contact Center Director in the United States. The average hourly rate for Contact Center Director ranges from $72 to $99 with the average hourly pay of $85. The total hourly cash compensation, which includes base and short-term incentives, can vary anywhere from $84 to $125 with the average total hourly cash compensation of $103.
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For a real-time salary target, tell us more about your role in the four categories below.

72
99

 

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Skills associated with Contact Center Director: Customer Support Policies, Standards and Procedures, Service Request Management Process, Service Performance, Call Center Operations ...More

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Contact Center Director Salary in United States
Contact Center Director Salary Graph, Regional Distribution and Summary