Call Center Director

Job Description

Job Description

Position Summary :

The Call Center Director is responsible for overseeing all aspects of call center operations, including sales, customer service, and team leadership. The role focuses on driving revenue growth through effective sales strategies, improving customer satisfaction, and optimizing performance. This position leads a dedicated team and partners with other functions to achieve organizational objectives.

Key Responsibilities :

• Lead, coach, and manage a high-performing call center team, fostering a culture of accountability, collaboration, and customer focus.
• Establish clear performance expectations and KPIs, monitoring results to ensure goals are consistently met.
• Develop and implement strategies to achieve or exceed sales and service targets.
• Monitor and analyze sales and customer trends to refine strategies as needed.
• Identify opportunities for cross-selling and upselling to drive additional revenue.
• Oversee escalation management and ensure timely, effective resolution of customer concerns.
• Optimize call center operations for efficiency, productivity, and cost-effectiveness.
• Implement and maintain technology and systems to enhance performance, reporting, and analytics.
• Track and report on performance metrics including sales, service quality, and operational efficiency.
• Provide regular insights and recommendations to senior leadership.
• Identify and implement process improvements to streamline workflows and elevate customer service.
• Manage the call center budget, ensuring effective allocation of resources and cost control.

Qualifications :

Salary Range : $80k - $90k