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Call Center Director Jobs (NOW HIRING)

Transdev

OCC (Call Center) Director

New Carrollton, MD · On-site

$140K - $150K/yr

We are seeking a highly motivated and experienced OCC Director to join our leadership team and take charge of our critical WMATA Operations Control Center (OCC). In this vital role, you will be ...

Transdev

OCC (Call Center) Director

New Carrollton, MD

$140K - $150K/yr

We are seeking a highly motivated and experienced OCC Director to join our leadership team and take charge of our critical WMATA Operations Control Center (OCC). In this vital role, you will be ...

Advisors Excel

Call Center Sales Director

Lenexa, KS

Call Center Sales Director Department: Advisors Excel Reporting to: President of National Lead Generation Location: Lenexa, KS or Topeka, KS - Onsite Overview: This isn't a "maintain the machine" job.

Mira Home

Director of Call Center Operations

Orem, UT · On-site

$110K - $125K/yr

As the Director of Call Center Operations, you will own the systems, people-readiness, and quality functions that allow our phone teams to deliver a white glove, caring experience at scale. You will ...

Snyder's Auto Salvage

Call Center

Del Valle, TX · On-site

$16/hr

Direct reporting to Call Center Manager. * Team-oriented but individually performance-driven. Why Join Us? * Be part of the foundational team of a growing centralized buying operation. * Clear ...

Intelicare Direct

Call Center Supervisor

San Diego, CA · On-site

Intelicare Direct is an expanding membership-care call center located in San Diego. We are a leader in providing customer support and business for companies looking to create an external customer ...

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How much do call center director jobs pay per year?

As of Jul 22, 2026, the average yearly pay for call center director in the United States is $103,011.00, according to ZipRecruiter salary data. Most workers in this role earn between $87,500.00 and $120,000.00 per year, depending on experience, location, and employer.

What are the key skills and qualifications needed to thrive as a Call Center Director, and why are they important?

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
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Call Center Director jobs near you
Infographic showing various Call Center Director job openings in the United States as of July 2026, with employment types broken down into 1% Locum Tenens, 1% As Needed, 79% Full Time, 13% Part Time, and 6% Contract. Highlights an 96% Physical, 1% Hybrid, and 3% Remote job distribution, with an average salary of $103,011 per year, or $49.5 per hour.
Director of Call Center

Director of Call Center

Summit Utilities Inc

Fort Smith, AR • On-site

Full-time

Medical, Dental, Vision

Posted 19 days ago

Job description

Join our Growing Team and see why Summit Utilities, Inc was named as one of the Fastest Growing Denver Area Private Companies 2019 and 2020; Best Places to Work in Maine 2019, 2020, 2021, 2022 and 2023; and Best Places to Work in Arkansas 2020 and 2023, Oklahoma 2022 and 2023 and Missouri 2023. Summit was also recently named one of Forbes 2023 America’s Best Small Employers.

Summit is a growing natural gas utility providing safe, reliable, and clean burning natural gas service to homes and businesses in Arkansas, Colorado, Maine, Missouri, Oklahoma, and Texas. Being part of the Summit team means embracing excellence and innovation, committing to safety each and every day, and doing all that we can to serve each other, our customers, and the communities where we live. We aim to bring warmth and energy to everything we do.

We have an exciting opportunity for a Director of Call Center based in Little Rock, Arkansas. This hybrid role may be based in one of our offices in Little Rock, Fort Smith, or Fayetteville, Arkansas.

POSITION SUMMARY

The Director of Call Center is responsible for leading the Customer Service function with strategic oversight of all call center operations and direct customer interactions. This role ensures effective performance across remote contact center environments while driving measurable business outcomes.

The position requires deep knowledge of the utilities industry and regulatory compliance, with accountability for maintaining adherence to company policies and applicable regulatory requirements. The Director establishes operational standards, supports continuous improvement, and ensures consistent, high-quality customer experiences across all service channels while working collaboratively across all other customer experience functional areas.

PRIMARY DUTIES AND RESPONSIBILITIES

  • Provide strategic leadership and direction for all contact center operations, including workforce management, staffing, call routing, and quality assurance for a team of 100+ customer service representatives.
  • Mentor and develop managers, supervisors, and frontline teams, fostering a high-performance culture of continuous improvement, accountability, and employee engagement.
  • Establish, monitor, and report on key performance metrics (KPIs) including service levels, average speed of answer, first-call resolution, and customer satisfaction scores; provide regular updates to leadership.
  • Lead the development and execution of a customer care strategy that aligns with organizational goals; collaborate cross-functionally with IT, Operations, Accounting, and Dispatch to ensure consistency across all touchpoints.
  • Drive continuous process improvement and innovation, including optimization of IVR, call flows, chat, and digital channels in partnership with IT and Telecom teams.
  • Develop and manage the contact center budget and staffing plans; forecast support needs and manage financial performance to meet organizational goals.
  • Oversee hiring, training, and performance management for call center staff; partner with HR and Talent on compensation, career development, and recruiting strategies.
  • Ensure regulatory compliance and adherence to service level agreements (SLAs); implement coaching and corrective action plans to maintain service quality standards.
  • Lead disaster recovery and business continuity planning for the contact center, including contingency staffing and communication protocols.
  • Foster an environment where team members are valued and supported, where speaking up is encouraged, and professionalism and respect are modeled and recognized.

EDUCATION AND WORK EXPERIENCE

  • Bachelor’s Degree is required, Business, Finance, Economics, Communications or a related field or equivalent work experience.
  • At least 8+ years of total experience, utility preferred.

KNOWLEDGE, SKILLS, ABILITIES

  • Proven track record leading large-scale, high-volume contact centers with accountability for team performance, service levels, and measurable business outcomes.
  • Deep knowledge of contact center operations including workforce management, quality assurance, IVR/telephony systems, SAP, CRM platforms, and regulatory compliance standards.
  • Strong analytical and metric-driven mindset; experienced establishing KPI frameworks, interpreting data, and translating insights into operational improvements.
  • Skilled coach and people leader with demonstrated success developing management-level professionals and building high-performing, engaged teams.
  • Strong people-first leadership philosophy with a genuine commitment to employee experience, team well-being, and inclusive culture; believes that investing in people drives operational excellence and customer outcomes.
  • Excellent communication, negotiation, and influencing skills; comfortable presenting to executive leadership and engaging cross-functional stakeholders at all levels.
  • Ability to manage multiple competing priorities with composure in fast-paced, ambiguous environments while consistently meeting deadlines.
  • Experience with budgeting, financial forecasting, and resource planning in a contact center or shared services environment.
  • Willingness to travel as required, utility or regulated industry experience preferred.

The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and/or skills required of all personnel so classified.

Summit offers competitive pay and medical/dental/vision and other benefits that provide flexibility, choice, and support to our employees when they need it most. We understand that home and family are essential pieces of your life, and our benefits are designed to support you both at work and at home.

Summit Utilities, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or protected veteran status and will not be discriminated against on the basis of disability or veteran status.