Customer service director
Customer service director is the main person in the call center, so customer service director means call center director. He is the one who is responsible for overall call center success and business development. He is the one who makes all the most important decisions and has liberum veto.
But do you know precisely what are the duties and responsibilities of a call center director? What skills should a call center director have? What are the requirements for such an honorable position?
Let us learn more about it together.
Call center director: duties and responsibilities
- Design and implementation of overall business development strategy, monitoring of the implementation process and its regular improvement.
- Making final employment decisions regarding candidates for management positions and other senior positions.
- Running regular brainstorming sessions and other meetings with call center managers to approve or decline their ongoing projects and offers.
- Training sessions and also design of training programs for call center managers.
- Control of call center finances and financial stability, making changes into budgets and approvement of budgets.
- Setting up tasks and short-term and long-term goals and KPIs for the team, especially for call center managers.
- Communicating with business partners, potential partners and other parties of business relationships.
Call center director: skills
- Leadership. Call center director is the true leader of a team, even though he rarely communicates directly with call center agents and even team leaders. He has to motivate the team based on his own experience and reputation. Also, he has to know how to motivate senior managers to help them reach their goals.
- Communication skills. Call center directors often communicate with vendors, partners, stakeholders and other important participants of business relationships, and sometimes his communication skills are the key to successful deals.
- Analytical skills. Call center director always says the last word, so without analytical skills he will not be able to make thoughtful decisions. Also, he is the one who offers solutions amd new ideas.
- Self-confidence. For some people it is almost impossible t make critical decisions quickly, and this can harm business in many ways. Call center director has to be confident enough to take on the responsibilities in crucial situations.
- Strategic vision. Call center director has to understand the way he sees the future call center development and what are the necessary long-term and short-term tasks to complete. Also, he hast to understand a successful path to building a professional and well-qualified teams that will generate revenue and build the business success.
Call center director:job requirements
Education. The minimum requirement is a bachelor’s degree for anyone who is going to become a call center director. In most cases, the master’s degree is a requirement, and it has to be a masters degree in the field related to the call center industry, such as business administration, marketing, management, and so on.
Training and experience. At least five years of experience in the customer service industry is required. According to such a requirement, onboarding training isn’t necessary, but can be provided in some cases.
Certifications and qualifications. As we have already mentioned, relevant work experience of at least five years is required for this position, so many employers presume that candidates will have some specific certifications. Nonetheless, there are job offers without such a requirement.
