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Call Center Director Jobs in Raleigh, NC (NOW HIRING)

Child Development Schools

Center Director

Selma, NC

$37K - $51K/yr

Your Role as School Director: You're the heart and soul of your school. You'll lead by example ... Supported by a dedicated team, you'll steer your center toward success while nurturing the growth ...

New

Child Development Schools, Inc.

Center Director

Selma, NC · On-site

$37K - $51K/yr

Your Role as School Director: You're the heart and soul of your school. You'll lead by example ... Supported by a dedicated team, you'll steer your center toward success while nurturing the growth ...

MDS Communications

Call Center Representative

Cary, NC · Remote

$15 - $16/hr

AnyMDS Communications is looking to hire Call Center Representatives! Are you seeking a job with real purpose--where your efforts help people in need and support causes you care deeply about? As a ...

TalentClout

Center Director - ABA Center

Raleigh, NC · On-site

$45K - $62K/yr

We are looking for mission-driven leaders to join our team as Center Directors across multiple markets. If you are a natural connector, an energetic operator, and someone who genuinely loves working ...

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Showing results 21-40

All JobsCall Center JobsCall Center Director JobsCall Center Director Jobs in Raleigh, NC

Call Center Director information

See Raleigh, NC salary details

$42.8K

$100.1K

$155.5K

How much do call center director jobs pay per year?

As of Aug 6, 2026, the average yearly pay for call center director in Raleigh, NC is $100,135.00, according to ZipRecruiter salary data. Most workers in this role earn between $85,100.00 and $116,600.00 per year, depending on experience, location, and employer.

Why do people quit call center directors?

Call center directors often leave their roles due to high stress, long working hours, and pressure to meet performance targets. Additionally, limited career advancement opportunities and organizational changes can contribute to turnover among individuals in this position.

What are the key skills and qualifications needed to thrive as a call center director?

A Call Center Director needs strong leadership, operational management experience, and a background in business administration or a related field. Familiarity with call center software (such as CRM and workforce management tools) and certifications like Six Sigma or PMP are commonly expected. Excellent communication, problem-solving, and motivational skills help drive team performance and employee engagement. These capabilities are vital for ensuring efficient operations, high customer satisfaction, and continuous process improvement in a dynamic environment.

What is the difference between Call Center Director vs Call Center Manager?

AspectCall Center DirectorCall Center Manager
ResponsibilitiesOversees multiple call centers, develops strategic goals, manages budgets, and aligns operations with company objectives.Manages daily call center operations, supervises staff, and ensures customer service standards are met.
Required CredentialsBachelor's degree, experience in call center operations, leadership skills.Bachelor's degree or relevant experience, strong communication skills.
Work EnvironmentExecutive offices, strategic planning sessions, high-level meetings.Call center floor, team supervision, staff training.

The main difference between a Call Center Director and a Call Center Manager lies in scope and strategic focus. The Director oversees multiple centers and sets organizational goals, while the Manager handles daily operations and team supervision. Both roles require similar credentials and are vital in delivering excellent customer service within the call center industry.

What does a call center director do?

Call center directors oversee operations in a remote customer service facility. In this role, your job duties include the management of all call center staff and ensure they maintain the company's expectations on production levels. You hire new call center agents, assess the performance of existing employees, and plan training and professional development courses. Depending on the company, you may also be responsible for developing operational strategies and business policies, as well as making decisions about communication equipment and software for call center operations. Other duties include managing the call center budget, allocating resources, and coordinating with clients or third-party service providers when necessary.

What does a call center director do?

A Call Center Director oversees the operations and performance of a call center, ensuring that customer service standards are met and organizational goals are achieved. They manage teams of supervisors and agents, develop strategies to optimize efficiency, and implement policies to improve customer satisfaction. Additionally, Call Center Directors are responsible for budgeting, staffing, training, and using data analytics to monitor key performance indicators. Their role is crucial in maintaining high-quality service and driving continuous improvement within the call center.

What are some common challenges faced by call center directors, and how can they be addressed?

Call Center Directors often face challenges such as managing high employee turnover, maintaining service quality during peak periods, and adapting to rapidly changing technologies. Addressing these issues involves fostering a positive work culture, implementing effective training programs, and investing in up-to-date call center software. Additionally, strong communication with team leaders and regular performance reviews can help identify areas for improvement and keep teams aligned with organizational goals.
More about Call Center Director jobs
What are the most commonly searched types of Call Center jobs in Raleigh, NC? The most popular types of Call Center jobs in Raleigh, NC are:
What are popular job titles related to Call Center Director jobs in Raleigh, NC? For Call Center Director jobs in Raleigh, NC, the most frequently searched job titles are:
What job categories do people searching Call Center Director jobs in Raleigh, NC look for? The top searched job categories for Call Center Director jobs in Raleigh, NC are:
What cities near Raleigh, NC are hiring for Call Center Director jobs? Cities near Raleigh, NC with the most Call Center Director job openings:
Call Center Director jobs near you
Infographic showing various Call Center Director job openings in Raleigh, NC as of August 2026, with employment types broken down into 84% Full Time, 5% Part Time, and 11% Contract. Highlights an 84% In-person, 5% Hybrid, and 11% Remote job distribution, with an average salary of $100,135 per year, or $48.1 per hour.

Call Center Technology Administrator

Velocity Clinical Research, Inc.

Durham, NC • On-site

$15.50 - $19.25/hr

Full-time

Medical, Dental, Vision, Retirement, PTO

Posted 11 days ago

Velocity Clinical Research rating

7.3

Company rating: 7.3 out of 10

Based on 5 frontline employees who took The Breakroom Quiz

77th of 120 rated laboratories

Job description

Overview
Velocity Clinical Research is an owned and integrated research site organization, providing excellence in patient care, high quality data and fully integrated research sites. At Velocity, we align our values and behaviors to give our employees the best chance of delivering on our brand promise: to bring innovative medical treatments to patients. We are committed to making clinical trials succeed by generating high quality data from as many patients as possible, as quickly as possible while providing exemplary patient care at every step.
As an employee of Velocity, you are the most integral part of our mission. For talented candidates who perform at a high level, Velocity will invest to support career advancement and reward performance. Whether you are new to clinical research or are an industry veteran, we invite you to apply to Velocity.
Benefits include medical, dental and vision insurance, paid time off and company holidays, 401(k) retirement plan with company-match, and an annual incentive program.
Environment: High-Volume Inbound & Outbound Contact Center (PERC Center)
Primary Platform: Dialpad Contact Center
Job Summary:
The Call Center Technology Administrator is responsible for the design, administration, reliability, and optimization of enterprise call center technologya supporting high-volume inbound and outbound operations. This role owns the Dialpad Contact Center platform end-to-end, including telephony configuration, outbound dialing strategies, CRM/CTMS integrations, compliance controls, and system uptime. The ideal candidate is highly technical, operationally focused, and experienced in regulated, performance-driven contact center environments.
This role is platform-centric rather than agent-centric, focused on scalability, availability, compliance, and enterprise performance rather than day-to-day agent metrics.
Responsibilities
Telephony Platform Ownership & Execution
  • Ensure seamless execution of inbound (IB) and outbound (OB) telephony campaigns to maximize contact efficiency, reliability, and overall PERC Center performance.
  • Own, build, and maintain Dialpad Contact Center configurations, including:
    • IVR call flows and intelligent call trees
    • Skills-based routing, department queues, and main lines
    • Business hours, after-hours coverage, and holiday schedules
    • Call recording, AI, and voice configurations
  • Maintain high system availability and performance, proactively monitoring capacity and traffic patterns.

Dialpad System Administration (Inbound & Outbound)
  • User & Access Management
    • Provision users, manage licenses, roles, and permissions.
    • Enforce role-based access controls and conduct periodic access reviews.
  • Call Routing & IVR
    • Design and optimize IVR flows and routing logic to support high-volume traffic and operational efficiency.
  • Department & Office Configuration
    • Configure offices, departments, business hours, and escalation paths.
  • CRM / CTMS Integration
    • Administer and maintain integrations between Dialpad and CRM/CTMS platforms (e.g., Salesforce, Zendesk).
    • Ensure reliable call logging, dispositions, contact outcomes, and source tracking.
    • Maintain strong data hygiene and integration integrity.

Outbound Dialer Strategy & Compliance
  • Configure and manage outbound dialing strategies (predictive, preview, progressive).
  • Own list management processes, including uploads, segmentation, retry rules, and data scrubbing.
  • Optimize dialer pacing, answer detection, concurrency limits, and abandonment controls.
  • Ensure strict compliance with all telemarketing and data protection regulations, including:
    • TCPA, FDCPA, and Do Not Call (DNC) requirements
    • Recording consent and AI-driven PII redaction
    • Campaign-level compliance configurations and auditability

Enterprise Performance Monitoring & Reliability
  • Monitor platform-level and enterprise contact center health, including:
    • Queue performance and traffic patterns
    • System latency, call quality, and uptime
    • Dialer throughput, concurrency limits, and capacity utilization
  • Develop and maintain enterprise operational dashboards and real-time wallboards focused on:
    • SLA adherence and service availability
    • Abandonment trends and backlog risk
    • System performance and stability indicators
  • Identify performance risks and recommend configuration or architectural improvements.

Incident Management & Vendor Escalation
  • Serve as Tier 1 / Tier 2 technical owner for telephony-related incidents.
  • Coordinate incident response, troubleshooting, and recovery for:
    • Voice quality issues
    • Connectivity failures
    • Dialer or routing disruptions
  • Manage vendor escalations with Dialpad and integration partners.
  • Conduct root cause analysis (RCA) and document corrective and preventive actions (CAPA).
  • Track incidents and trends to drive long-term stability improvements.

Security, Privacy & Compliance
  • Enforce security, privacy, and compliance configurations across all call center technologies.
  • Ensure alignment with HIPAA, GDPR, and internal security policies.
  • Maintain audit trails, access reviews, recording policies, and system documentation.
  • Partner with compliance, legal, and IT teams during audits and reviews.

Platform Enablement & AI Capabilities
  • Configure and maintain Dialpad AI features, including:
    • AI Playbooks
    • Live Coach Cards
    • Call summaries and transcription settings
  • Provide platform training and technical guidance to supervisors and agents on Dialpad usage and best practices.
  • Document standard operating procedures and troubleshooting guides.

Qualifications
Required Skills & Qualifications
  • 3+ years of experience as a Call Center Technology Administrator, Dialer Administrator, or Contact Center Systems Administrator.
  • Strong expertise with Dialpad Contact Center (Support/Sell) or comparable cloud contact center platforms.
  • Deep understanding of inbound/outbound call routing, IVR design, and dialer logic.
  • Hands-on experience with TCPA, DNC management, and outbound compliance controls.
  • Proven ability to troubleshoot VoIP, call quality, and platform performance issues in high-volume environments.
  • Strong analytical and problem-solving skills.

Preferred Qualifications
  • Experience integrating contact center platforms with CRM/CTMS systems (Salesforce, Zendesk, HubSpot).
  • Background in cloud-based contact center architectures.
  • Knowledge of SIP, VoIP networking, WebRTC, and telephony infrastructure.
  • Experience supporting regulated healthcare, research, or financial services environments.

NOTE: The above Job Description is intended to communicate the general function of the mentioned position and by no means should be considered an exhaustive or complete outline of the specific tasks and functions that will be required. Additionally, specific tasks and duties of the position are subject to change as the Company, the department and circumstances change. All employees are expected to perform their duties within their ability as required by the job and/or as requested by management.

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