One of the main tasks that a call center director is responsible for is overseeing the daily operations of call center agents, for whom they are accountable. These directors need to ensure that all calls are answered and resolved quickly, make sure that call center agents are meeting their daily goals, and ensure that all calls are being responded to in a customer-friendly fashion. Conducting team meetings and implementing software are some other tasks that a call center director performs. Additionally, they oversee and/or conduct hiring and training for individuals under their supervision.
Call Center Director Tasks
Strategize the planning, developing and directing of the call center operations and customer service programs.
Establish and communicate the service standards to the operations so that quality customer satisfaction is achieved.