How to Become a Call Center Director
A call center director manages the daily operations of a customer service or sales-oriented call center, including staffing and scheduling, implementation of all workforce management software, and the meeting of sales goals or quotas. As a call center director, you will be involved in a fast-paced, noisy and possibly stressful environment, where organizational and multi-tasking skills are of paramount importance. Read on to learn more.
- Difficulty:
- Moderate
Instructions
Things You'll Need
- Computer skills
- Previous experience in a call center
- Bachelor's degree (optional)
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Become a Call Center Director
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1
Gain the required experience to become a call center director by getting at least 1 year of management experience in a call center or customer service work environment. While a college degree in business management, accounting or finance may be helpful in getting your resumé noticed, many call centers prefer to promote someone from within who understands their specific way of doing business.
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2
Possess an extraordinary attention to detail. A call center director must excel at multi-tasking and organization, since the work flow and the constant monitoring of data can seem overwhelming at times.
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3
Become familiar with the types of workforce management database software that call centers use to constantly refine their sales methodology and their bottom line, such as Blue Pumpkin, IEX, Siebel and eWFM.
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4
Hone your interpersonal and communication skills, since your effectiveness as a call center director will depend upon your ability to give constant feedback to your staff on how to improve their performances. Micro-management is very common in this sort of work environment, and your ability to offer constructive, impersonal criticism may be one of the keys to your success.
Find a Position as a Call Center Director
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1
Use an employment outsourcing service, such as Spherion, to locate the best call center director position to meet your skills and needs (see Resources below). These services are usually free, and you are given access to a variety of job listings, as well as a personal recruiter who will actively search for positions in which you are qualified.
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Check the classified sections of locals newspapers, as well as the bulletin boards of employment agencies. Call centers commonly use these methods to recruit entry-level positions, such as telemarketers and customer service representatives. You can use the contact information to inquire about management-level positions.
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Tips & Warnings
To set you apart from the competition, consider pursuing specialized online training in call center management. There are several industry-specific trade schools across the United States where you can receive certification, or even a degree, in call center management.
