Call Center Director

Call Center Director – Job DescriptionPosition Summary

We are seeking an experienced and strategic Call Center Director to lead and oversee daily operations of a high-volume customer service and support center with 30+ team members. This role requires a hands-on leader with proven experience implementing and managing phone systems, improving operational performance, developing reporting and forecasting models, and providing executive-level insights to leadership and the CEO.

The ideal candidate combines strong operational leadership with technical expertise, workforce management experience, and the ability to drive customer satisfaction, team performance, and organizational growth.

Key ResponsibilitiesLeadership & Operations

• Direct and manage all call center operations for a team of 30+ employees, including supervisors, team leads, and agents.
• Establish performance goals, KPIs, and service standards to ensure operational excellence.
• Oversee staffing, scheduling, workforce planning, and productivity management.
• Develop and maintain a positive, high-performance culture focused on accountability, customer experience, and continuous improvement.
• Conduct regular coaching, performance evaluations, and leadership development for management staff.
• Ensure compliance with company policies, customer service standards, and regulatory requirements.

Phone System & Technology Management

• Lead the implementation, optimization, and ongoing management of phone systems and call center technologies.
• Work closely with IT and vendors to deploy new systems, upgrades, integrations, and process improvements.
• Troubleshoot operational and technical issues impacting call center performance.
• Evaluate and recommend new technologies to improve efficiency, reporting, and customer experience.
• Manage dialer systems, CRM integrations, call routing, IVR systems, and workforce management tools.

Reporting & Executive Communication

• Create detailed operational projections, forecasting models, and workforce planning reports.
• Prepare high-level executive reports and presentations for the CEO and senior leadership team.
• Analyze call center metrics including service levels, abandonment rates, average handle time, conversion rates, quality assurance scores, and customer satisfaction metrics.
• Identify trends, risks, and opportunities through data analysis and provide strategic recommendations.
• Deliver regular business reviews and operational updates to executive leadership.

Process Improvement & Strategy

• Develop and implement strategies to improve customer satisfaction, operational efficiency, and employee engagement.
• Monitor and improve workflows, scripting, escalation procedures, and quality assurance programs.
• Drive continuous improvement initiatives using performance data and customer feedback.
• Collaborate cross-functionally with HR, IT, Operations, and Executive Leadership to support company goals.

Qualifications

• Bachelor’s degree in Business Administration, Operations Management, Communications, or related field preferred.
• 5+ years of experience in call center leadership, including Director or Senior Management level experience.
• Proven hands-on experience implementing and managing phone systems and call center technologies.
• Experience managing teams of 30+ employees in a fast-paced environment.
• Strong analytical and reporting skills with experience creating executive-level reports and operational projections.
• Proficiency with CRM systems, workforce management software, and reporting tools.
• Excellent leadership, communication, and organizational skills.
• Ability to manage multiple priorities and lead operational change effectively.

Preferred Skills

• Experience with VoIP systems, cloud-based contact center platforms, and system integrations.
• Advanced Excel and reporting/dashboard experience.
• Strong understanding of KPI management, workforce forecasting, and performance analytics.
• Experience presenting to executive leadership and CEOs.
• Process improvement or Lean/Six Sigma experience is a plus.

Core Competencies

• Strategic Leadership
• Operational Management
• Technical Implementation
• Executive Reporting
• Team Development
• Customer Experience Management
• Data Analysis & Forecasting
• Problem Solving & Decision Making

Compensation & Benefits

• Competitive salary based on experience
• Performance bonus opportunities
• Health, dental, and vision insurance
• Paid time off and holidays
• Professional development opportunities

Pay: From $100,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Flexible schedule
• Health insurance
• Life insurance
• Paid time off

Work Location: In person