Call Center Operations Director

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The Call Center Operations Director is responsible for leading the daily operations and performance of the call center, ensuring exceptional customer service, optimizing performance, and managing staff to meet organizational goals. This role manages staff performance, service levels, quality assurance, coaching and development, and continuous improvement initiatives. The manager is accountable for meeting operational goals through strong leadership, data‑driven decision making, and consistent service delivery.

• Manage daily call center operations, including inbound and outbound contact activities.
• Ensure service level agreements (SLAs), KPIs, and quality standards are consistently met.
• Develop and implement workflows, policies, and procedures to improve efficiency.
• Maintain structured call routing, escalation processes, and service recovery practices to support resolution and customer satisfaction.
• Ensure all team members follow established phone etiquette, scripts, and required call documentation standards.

• Forecast call volume and staffing needs to maintain adequate coverage and meet service level expectations.
• Develop and manage staff schedules and coverage plans based on peak call periods, planned absences, and operational needs.
• Monitor daily performance trends and adjust staffing, assignments, and priorities as needed to maintain service levels.
• Recruit, train, coach, and supervise call center supervisors and agents.
• Establish clear performance expectations and provide consistent coaching and feedback to improve outcomes.
• Conduct performance evaluations and provide ongoing feedback and development plans.
• Foster a positive, high‑performance, and customer‑focused team culture.

• Monitor call quality, customer interactions, and compliance with scripts and policies.
• Analyze call metrics (AHT, conversion rates, abandonment rates, etc.).
• Develop scorecards, QA processes, and calibration practices to ensure consistent evaluation standards.
• Identify performance gaps and implement corrective action plans, refresher training, and continuous improvement initiatives.

• Ensure a high level of customer satisfaction and professional communication.
• Handle escalated customer issues and resolve complex concerns.
• Identify recurring caller issues and recommend improvements to reduce repeat contacts and increase resolution quality.
• Oversee call center systems, CRM platforms, and telephony tools.
• Generate and analyze reports to track trends and performance.
• Recommend technology enhancements and process automation when appropriate.

• Ensure contact center practices support student privacy and confidentiality standards, including FERPA‑aligned handling of sensitive information as applicable.
• Maintain appropriate documentation, identity verification practices, and data handling standards.
• Ensure staff follows all applicable policies, scripts, and legal/regulatory requirements.

Manage Call Center staff daily operations and performance.

• 3–5 years of call center experience, including leadership or supervisory experience.
• Demonstrated ability to lead teams, meet performance goals, and solve complex customer service and…