Call Center Director Job Description

October 15, 20110 Comments

Call Center Director Job Profile and Description

The call centre director has to fulfill a very comprehensive and vital job. They have to manage the whole working environment of the call centre. He or she is the highest authority that the other posts will be answerable to. The responsibilities are of managing the policies of the company and issue in new regulations basically it can be said that he or she is the signing authority of the call centre where he or she is working in.

Duties and Responsibilities

The job of a call center director is very comprehensive and vital at the same time so here are the basic duties and responsibilities as follows:

  • The director has the prime responsibility to successfully operate customer contacts of the management site and manage both the material and human resources perfectly.
  • He or she has to work with the various site teams to clearly communicate and establish all client strategies.
  • It will be the duty to provide necessary feedbacks regarding operation of the site that includes budgeting, performance management, goal setting, company procedure and policy.
  • It will be the duty to monitor the performance of the overall company and client as well for successful results.
  • The duty is to provide satisfactory service to the clients in achieving quality, service and goals for contribution.
  • He or she has the duty to demonstrate sound management of fiscal policies to achieve profitable goals in a profit centered environment.
  • He or she has to support the associates as well by providing leadership & management to the associates to seek to achieve all-round satisfaction of associates.
  • It will be the responsibility to ensure the training and up gradation of the supervisors and trainers properly.

Skills and Specifications

There are a lot of skills and specifications required to do the job of a call center director and some basic are as follows:

  • The person needs to have excellent leadership and interpersonal skills to establish working relationship with the staff.
  • He or she should be very comfortable with making presentations and reports for showing to the seniors.
  • The person needs to be very hard working and should be able to handle multiple tasks effectively and efficiently.
  • He or she should be knowledgeable in labor laws and human resource and the related sector.
  • The person should have the ability to think strategically and operationally in the tough situations as well.
  • He or she should be an excellent leader so should not have problems handling large teams at the same time.
  • He or she should be very comfortable with frequent work related travels as it will be a required factor.

Education and Qualifications

  • The person needs to have a degree in administration or business management.
  • The other requirement for the job is having some past working experience is mandatory for the post.

  Click Here to Download Call Center Director Job Description

Popular Job Description Search:

Filed in: Call Center Job Description
Tagged with:

Leave a Reply

Back to Top