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3 Call Center Manager Resume Examples That Work in 2024

Call Center Manager Resume

Elegant call center manager resume, clean call center manager resume.

• Call Center Manager Resume Writing 101

You oversee agents who handle customer calls and customer service issues, ensuring that each goal and metric is met or exceeded. You also hire and train new staff members and analyze call center statistics to identify areas for improvement.

But you might still be wondering how to make your resume exceed recruiters’ expectations so that you can land your goal role!

Here’s where we can help. After years of assisting call center professionals, we’ve put together three call center manager resume examples and some time-tested resume tips and pointers for you.

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Related resume examples

• Outbound call center
• Customer service
• Sales associate
• Call center representative

What Matters Most: Your Skills & Professional Experience

It’s time to show recruiters what kinds of tricks you have up your sleeve to help you resolve more complex customer complaints and handle staffing concerns. Each trait you list in this section should apply very clearly to your job role.

That means, if you have more universal abilities like “communication” or “customer service,” you should break them down into more fine-tuned points. Use terms that reinforce your credibility as a call center manager, like “de-escalation” or “customer education”.

Be as specific as you can with every ability you share! Clearly name any software tools you use and hone skills that demonstrate your ability to manage call center agents and complicated requests with ease:

9 best call center manager skills

• Customer Education
• Conflict Resolution
• Plan Descriptions
• Constructive Feedback
• Statistical Analysis
• Goal Outlines

Sample call center manager work experience bullet points

Skills are crucial, but your experiences are what really make your resume impressive! Recruiters want to see how you’ve demonstrated leadership and a solid understanding of customer service calls in the past.

Always use achievements that are highly relevant to your field and showcase your impact: Reference the time you helped resolve numerous higher-level complaints to boost customer satisfaction or personal ratings.

And make sure you use metrics like those! Provide increased satisfaction percentages, personal ratings, and reduced manual work hours. These tidbits of quantifiable data are key in bolstering your qualifications.

Here are some samples:

• Managed staff scheduling and established target goals for staff members, increasing the yearly call rate by 12%
• Assisted customers with escalated complaints, reducing the risk of negative reviews by 47%
• Recruited new staff members through social media sites, increasing the number of qualified call agents hired by 16%
• Redesigned Doctor.com call routing system, improving customer experiences and reducing wait time by 7+ minutes
• Addressed customer questions, receiving 131 5-star reviews

Top 5 Tips for Your Call Center Manager Resume

• Recruiters are usually in a hurry to get to the good stuff, so make that easy for them by laying out your experience points clearly and keeping each one organized and to-the-point. (Think of how you’d immediately provide info during an escalated complaint!)
• Make sure your resume skills and experiences show a strong leadership mindset. Mention when you guided new call agents through a fresh call script, or recall the time you took charge of a website overhaul to answer customers’ questions before they even had to ask.
• Any manager position requires attention to detail, so proofread carefully and use context to show that you’re prepared to handle escalated calls and resolve more complex problems for concerned customers.
• We’ve provided you with three call center manager resume templates , and any of them are bound to look pretty great (not to brag)! But you should still try each one and see which layout puts your best stuff front and center—whether that’s your skills section or your experience examples.
• That’s right: A high school diploma or GED are usually all you need to work at a call center, and qualifying for a managerial role depends more on your experience level than your education.

Stick with just a one-page resume or less here! (That’s another good point in favor of streamlining your bullet points, too.) Two-page resumes are usually among the first to go, especially if the recruiter’s in a hurry.

Revisit the job description ! Look for details that make each particular call center unique and mirror back any key terms like “target goals” or “engaging customers”.

Good question! If a success story about revamping the call escalation process or speeding up call volumes is too long for a clean bullet point, then you can can include it when writing a cover letter . Just make sure you never repeat your resume points!

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• Call Center Manager Resume Tips

Call Center Manager Resume Template

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As a Call Center Manager, your role is essentially the backbone of a company's customer service operations, and your resume needs to reflect that. You're managing a team of agents, providing training, facilitating communications, and ensuring a high level of customer service. The industry is becoming more digitally focused, utilizing real-time data and advanced software to manage customer interactions. Your resume should convey your technological aptitude, and your understanding of customer service trends. When writing your resume, consider the performance metrics and targets that call centers focus on. Businesses are increasingly valuing managers who can demonstrate their impact through tangible achievements and metrics. Optimization and efficiency are the name of the game, so evidence of your ability to improve these areas is key.

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Recruiter Insight: Why this resume works in 2022

Tips to help you write your call center manager resume in 2024,    show proficiency in modern call center software.

The call center industry is heavily reliant on technology, and companies often require managers to be proficient in specific software. On your resume, list the call center platforms you're familiar with. This could include CRM software, call routing technologies, or analytic tools.

   Quantify your achievements in team management and customer service

Call center managers are expected to lead their team to meet specific goals and targets. These could be related to customer satisfaction, call handling times, or team productivity. Where you can, incorporate quantifiable achievements on your resume. For example, "Improved average call handling time by 15%".

Customer Service Manager Resume Sample

Operations manager resume sample.

We spoke with hiring managers at companies like Genesys, Sitel Group, and Alorica to understand what they look for in resumes for Call Center Manager positions. Based on their insights and our expertise in resume writing, we've put together the following tips to help your resume stand out from the competition and land you an interview.

   Highlight your team leadership experience

Employers want to see that you have experience leading and motivating teams to achieve goals. Use specific examples to show how you've done this in the past, such as:

• Led a team of 25 call center agents, increasing customer satisfaction scores by 20% within 6 months
• Implemented a new training program that reduced average call handling time by 30 seconds, resulting in a 15% increase in calls handled per day

Avoid simply listing your responsibilities without showing the impact of your leadership, like:

• Managed a team of call center agents
• Responsible for training and development

   Showcase your ability to improve performance metrics

Call centers rely heavily on metrics to measure performance, so it's important to show that you can drive improvements in key areas. Include examples like:

• Reduced average wait time from 5 minutes to 2 minutes by optimizing call routing and staffing levels
• Improved first call resolution rate from 65% to 85% through targeted agent coaching and process improvements

Don't just say that you're focused on metrics without providing evidence:

• Focused on improving call center metrics
• Worked to increase efficiency and productivity

   Demonstrate your technical knowledge

Call Center Managers need to be proficient with various technologies, such as:

• Call center software (e.g. Five9, Genesys PureCloud)
• Customer Relationship Management (CRM) systems
• Workforce management tools
• Reporting and analytics platforms

Mention your experience with specific tools and how you've used them to drive results. For example:

Implemented Genesys PureCloud, resulting in a 25% reduction in call abandonment rates and a 20% increase in agent productivity.

   Highlight your customer service expertise

As a Call Center Manager, you need to have a deep understanding of customer service best practices. Show this by including examples of how you've improved the customer experience, such as:

• Developed and implemented a new customer service training program, resulting in a 30% reduction in customer complaints
• Created a customer feedback loop that increased customer satisfaction scores by 15%

Avoid generic statements that don't demonstrate your expertise:

• Passionate about customer service
• Dedicated to providing excellent customer support

   Tailor your resume to the specific company and role

Customize your resume for each job application to highlight the most relevant skills and experience. Research the company and look for key words in the job description that you can incorporate. For example:

• If the job description emphasizes experience with a specific call center software, make sure to highlight your proficiency with that tool
• If the company is known for its focus on customer service, emphasize your achievements in improving customer satisfaction scores

Avoid sending a generic resume that doesn't speak to the specific needs and values of the employer.

   Use a clear and professional format

Make sure your resume is easy to read and navigate by using a clear, professional format. This includes:

• Using a simple font like Arial or Calibri in 10-12 point size
• Keeping margins at least 0.5 inches on all sides
• Using bullet points to break up text and highlight key accomplishments
• Limiting your resume to 1-2 pages

Avoid using fancy graphics, colors, or hard-to-read fonts that can distract from your content and make your resume look unprofessional.

Writing Your Call Center Manager Resume: Section By Section

  summary.

While a resume summary is optional, it can be a valuable addition to your call center manager resume if you have a lot of relevant experience or are making a career change. A well-written summary provides context and highlights your most relevant qualifications, making it easier for hiring managers to quickly understand why you're a strong candidate.

However, it's important to avoid using an objective statement, as these are outdated and focus on what you want rather than what you can offer the company. Instead, think of your summary as a brief, high-level overview of your skills and experience that entices the reader to learn more about you.

To learn how to write an effective resume summary for your Call Center Manager resume, or figure out if you need one, please read Call Center Manager Resume Summary Examples , or Call Center Manager Resume Objective Examples .

1. Tailor your summary to the call center manager role

When crafting your summary, focus on the skills and experience that are most relevant to the call center manager position you're targeting. This will help you stand out from other candidates and demonstrate your understanding of the role.

• Experienced professional seeking a challenging position in a dynamic organization where I can utilize my skills and knowledge to contribute to the company's success.

Instead, try something like this:

• Customer service professional with 5+ years of experience leading call center teams to deliver exceptional support and achieve key performance metrics. Proven track record of implementing process improvements and training programs to enhance efficiency and customer satisfaction.

2. Highlight your leadership and communication skills

As a call center manager, your ability to lead teams, communicate effectively, and problem-solve are crucial. Make sure to showcase these skills in your summary to demonstrate your fit for the role.

Results-driven call center manager with 7+ years of experience leading high-performance teams in fast-paced environments. Skilled in developing and implementing strategies to improve customer satisfaction, reduce call volume, and increase employee engagement. Exceptional communicator and problem-solver committed to driving operational excellence.

Avoid using generic phrases or soft skills without context, such as:

• Strong communication skills
• Team player
• Detail-oriented

  Experience

The work experience section is the heart of your resume as a call center manager. It's where you show the impact you've had in previous roles, and demonstrate why you're the best candidate for the job.

In this section, we'll break down the essential tips for crafting a compelling work experience section that will catch the attention of hiring managers and help you land your next call center manager role.

1. Lead with strong call center action verbs

When describing your work experience, use powerful action verbs that are relevant to the call center industry. This helps paint a vivid picture of your contributions and makes your resume more impactful. Consider verbs like:

• Managed a team of 20+ customer service representatives
• Implemented a new call routing system that reduced average wait times by 30%
• Trained and onboarded 15 new hires on company policies and procedures
• Analyzed customer feedback data to identify areas for improvement

Avoid generic or overused verbs like "responsible for" or "helped with." Instead, choose verbs that specifically showcase your call center management skills and accomplishments.

2. Quantify your achievements with metrics

When possible, use numbers and metrics to quantify your achievements. This helps hiring managers understand the scope and impact of your work. For example:

• Increased customer satisfaction scores by 25% within the first 6 months
• Reduced average call handling time by 90 seconds, resulting in $50K annual cost savings
• Achieved a 95% customer retention rate through proactive outreach and issue resolution

If you don't have access to specific metrics, you can still provide context with general numbers:

• Managed a team of 15 customer service representatives across 2 locations
• Handled an average of 100+ customer inquiries per day while maintaining high satisfaction ratings

3. Showcase your career progression

Hiring managers love to see candidates who have grown and progressed in their careers. If you've been promoted or taken on increasing responsibilities, make sure to highlight that in your work experience section.

Customer Service Representative, ABC Company, June 2018 - Dec 2019 - Handled inbound customer inquiries via phone and email - Maintained a 98% customer satisfaction rating - Identified and escalated high-priority issues to management Senior Customer Service Representative, ABC Company, Jan 2020 - May 2021 - Promoted to senior role after demonstrating strong performance and leadership skills - Mentored and trained new team members on company policies and best practices - Collaborated with cross-functional teams to implement process improvements

By showcasing your progression, you demonstrate your ability to take on new challenges, learn quickly, and add increasing value to an organization.

4. Tailor your experience to the job description

One common mistake job seekers make is using the same generic work experience for every application. Instead, take the time to tailor your experience to the specific job you're applying for.

Look at the job description and identify the key skills, qualifications, and tools mentioned. Then, highlight the parts of your experience that best match those requirements.

For example, if a job description emphasizes experience with a specific CRM tool, make sure to call out your proficiency with that tool:

• Implemented and managed Zendesk CRM for a team of 50+ customer service representatives
• Utilized Salesforce to track and analyze customer data, resulting in a 20% increase in upsell revenue

  Education

The education section of your call center manager resume should be concise yet impactful. It's an opportunity to showcase your relevant educational background and training that has prepared you for a leadership role in a fast-paced customer service environment.

Here are some key tips to keep in mind when crafting your education section:

1. List degrees relevant to call center management

Include your highest degree first, followed by any other relevant degrees or diplomas. For example:

Bachelor of Science in Business Administration, XYZ University, Graduated 2015 Associate's Degree in Customer Service Management, ABC Community College

If you have a master's degree or higher, you can leave out your associate's degree and any other lower-level degrees unless they are directly relevant to the call center manager position.

2. Highlight call center-specific coursework

If you are a recent graduate or have taken courses specifically related to call center management, customer service, or leadership, consider listing them under your degree. For example:

• Relevant Coursework: Call Center Operations, Customer Relationship Management, Business Communication, Leadership and Team Building

This can help demonstrate to employers that you have a strong foundation in the skills and knowledge needed to excel as a call center manager.

3. Include relevant certifications and training

In addition to formal degrees, include any certifications or specialized training you have completed that are relevant to call center management. For example:

• Certified Call Center Manager (CCCM), Call Center Industry Advisory Council (CIAC)
• Workforce Management Certification, Society of Workforce Planning Professionals (SWPP)

These certifications show employers that you have invested in developing your skills and knowledge in call center operations and management.

4. Keep education section short for experienced managers

If you are a senior-level call center manager with many years of experience, your education section should be brief. Include only your highest degree and any highly relevant certifications. For example:

MBA, Business Administration, XYZ University Bachelor of Arts, Communications, ABC University

Avoid listing graduation dates, as this can lead to age discrimination. The focus should be on your extensive professional experience and accomplishments.

  Skills

The skills section on your resume for a call center manager position is crucial. It's where you highlight your most relevant abilities and expertise that make you a strong candidate. Hiring managers and recruiters often scan this section first to quickly assess if you have the right qualifications. Here are some key tips to keep in mind when crafting your skills section:

1. Identify relevant call center skills

Before you start listing your skills, carefully review the job description and identify the specific skills and qualifications the employer is looking for. Then, match your own abilities to those requirements.

Some key call center manager skills to consider including:

• Leadership : Team management, coaching, performance management
• Operations : Workforce planning, forecasting, budgeting, reporting
• Technology : CRM software, help desk tools, VoIP systems
• Customer service : Conflict resolution, de-escalation, quality assurance

2. Avoid generic soft skills and buzzwords

Many candidates make the mistake of listing overused, generic soft skills in their skills section. These don't tell the employer anything substantive about your actual abilities.

Communication Leadership Teamwork Problem-solving

Instead, be specific and choose hard skills, tools, and techniques that demonstrate your call center expertise:

Workforce management software (e.g. NICE IEX, Aspect) Quality monitoring and assurance Average handle time (AHT) reduction Salesforce CRM

Soft skills are still important to convey, but do so through your work experience bullet points and achievements rather than a generic list. Quantify your leadership or teamwork skills with a statistic or example to make them more credible and convincing to hiring managers.

3. Organize skills into categories

Grouping your skills into logical categories can make your skills section easier to read and parse, especially if you have a longer list. For a call center manager, consider categories like:

• Technical Skills : Include call center software, tools and KPIs
• Management Skills : List leadership and people management abilities
• Industry Knowledge : Mention your expertise in customer service, sales, or other domains relevant to the job

For example:

Call Center Software : Five9, Genesys PureCloud, 8x8 Virtual Contact Center Management : Training & onboarding, performance reviews, agent scheduling Customer Service : De-escalation, quality assurance, client retention

Using simple, scannable categories for your skills helps recruiters and hiring managers quickly find the specific abilities they are looking for. This is especially important if the initial resume screening is done by an Applicant Tracking System (ATS).

4. Be mindful of Applicant Tracking Systems

Many companies use Applicant Tracking Systems (ATS) to automatically scan and filter resumes based on keywords, skills, and qualifications. To ensure your resume makes it past this initial screening, it's important to include relevant keywords from the job description in your skills section.

However, this doesn't mean you should simply copy-paste the exact phrases. Instead, incorporate them naturally into your skills. For example, if the job description mentions "call center metrics," you could list:

Experience tracking and reporting on key call center metrics including service level, response time, abandon rate, and average handle time

To check if your resume has the right balance of skills and keywords, try running it through an ATS scanning tool like Score My Resume . It can provide instant feedback on your skills section and other key criteria hiring managers and recruiters look for.

5. Highlight proficiency levels

For some skills, it can be helpful to indicate your level of proficiency, especially if you are highly skilled or an expert in a particular area. You can do this by adding a simple descriptor in parentheses after the skill.

Workforce management software (Advanced) Salesforce CRM (Intermediate) Quality assurance (Expert)

However, be honest and accurate in your self-assessment. Don't claim to be an expert in a skill unless you truly are, as you may be asked to demonstrate or discuss it in an interview.

Use proficiency levels sparingly and strategically. Only highlight your top skills that are most relevant to the job. Listing too many skills as "Expert" or "Advanced" can seem boastful or exaggerated, so be judicious.

Skills For Call Center Manager Resumes

Here are examples of popular skills from Call Center Manager job descriptions that you can include on your resume.

• Call center start-up
• Performance Management
• Employee Training
• Customer Retention
• Contact Centers
• Account Management
• Call Center Administration
• Operations Management

Skills Word Cloud For Call Center Manager Resumes

This word cloud highlights the important keywords that appear on Call Center Manager job descriptions and resumes. The bigger the word, the more frequently it appears on job postings, and the more likely you should include it in your resume.

How to use these skills?

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Resume Guide: Detailed Insights From Recruiters

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Call Center Manager Resumes

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• Template #4: Operations Manager
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Call Center Resume Examples & The Skills to Include [+Templates]

Updated: April 26, 2024

Published: May 15, 2023

A good resume stands between your dream job and rejection. The difference between a good resume and a mediocre one is that of structure, keyword use, skill sets, references, and more.

Writing a call center resume is no exception. You must include the relevant qualifications, skills, and experiences that align with the job requirements.

Read our guide on best practices for writing call center resumes, what skills and objectives to include in your resume, and the industry-best call center resume examples to stand out.

Here’s what we’ll cover in this guide:

What is a call center resume?

Call center resume examples & templates.

• Customer Service Resume Summary

Call Center Resume Objective

Call center resume skills.

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A call center resume focuses primarily on your skills, professional background, and qualifications, aligning them with the job requirements. Depending on the job position, such as the seniority level or the size of the organization, you should know the average length of your resume.

Just like any resume, make sure you include the following sections when on the hunt for your next call center gig:

• Your name and contact information.
• Your education.
• Relevant work experience.
• Helpful skills.
• Relevant non-work experience if you're new to the job market.

In the next section, we'll discuss more specific templates you can leverage based on your skill set and the open role.

These templates will help you better understand how to craft a strong resume that will grab the attention of potential employers. Consider the role you're applying to and find the example below that most closely aligns.

Featured Resource: Free Resume Templates

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Resume templates to create a killer resume for your job application.

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• • Directed a team of 50+ customer service representatives, achieving a 20% improvement in customer satisfaction ratings.
• • Implemented a call quality assurance program that reduced average call-handling time by 15% while increasing first-call resolution by 22%.
• • Oversaw the integration of a new CRM system resulting in a 25% increase in call center efficiency and improved customer experience.
• • Developed and led training protocols for new software adoption, contributing to a 30% reduction in onboarding time for new staff.
• • Managed the call center budget, cutting costs by 10% through strategic vendor negotiations and streamlining technology resources.
• • Collaborated with IT department to customize call center software, enhancing representative productivity by 18%.
• • Streamlined call center operations, lifting the team to meet a record of 95% customer service level agreements.
• • Managed after-hours support team, ensuring seamless 24/7 operations and customer satisfaction.
• • Pioneered a workforce optimization initiative that boosted employee retention by 30%.
• • Negotiated with telecom vendors to reduce overhead by 12%, reallocating savings into staff training programs.
• • Regularly analyzed performance data to adjust strategies, leading to a 10% year-over-year increase in productivity.
• • Led a cross-departmental project that improved ticketing process efficiency by 20%.
• • Implemented a mentoring system that increased team morale and reduced annual turnover by 15%.
• • Enhanced customer feedback collection, instrumental for product improvement decisions.
• • Managed critical incident resolution efforts, reducing average resolution time by 25%.

5 Call Center Manager Resume Examples & Guide for 2024

As a call center manager, your resume must highlight exemplary leadership skills. Demonstrate your ability to lead, motivate, and manage large teams to meet performance targets. Your resume should showcase your expertise in call center technology and metrics. Provide examples of how you've utilized software and data analysis to drive efficiency and customer satisfaction.

All resume examples in this guide

Traditional

Resume Guide

Resume Format Tips

Resume Experience

Skills on Resume

Education & Certifications

Resume Summary Tips

Additional Resume Sections

Key Takeaways

Crafting a resume that effectively showcases your ability to manage high-volume call center operations and lead teams towards meeting customer service benchmarks can be a daunting challenge. Our guide provides expert tips and industry-specific examples to help you highlight your leadership skills and operational expertise, ensuring your resume stands out to potential employers.

• The most effective call center manager resume samples, reflecting on experience and skills.
• +10 simple, yet impactful methods to tailor your call center manager resume to the job advert.
• Using your professional achievements as the North Star to your unique value as a call center manager candidate.
• 'No one cares about your education nowadays …' Let's prove this statement wrong with the best-kept industry secrets to your education and certifications.

If the call center manager resume isn't the right one for you, take a look at other related guides we have:

• Medical Device Sales Representative Resume Example
• Regional Sales Representative Resume Example
• SaaS Sales Resume Example
• Tech Sales Resume Example
• Restaurant Cashier Resume Example
• Technical Account Manager Resume Example
• Leasing Manager Resume Example
• Senior Sales Executive Resume Example
• Client Account Manager Resume Example
• Construction Sales Resume Example

Best practices for the look and feel of your call center manager resume

Before you even start writing your call center manager resume, first you need to consider its layout and format .

What's important to keep in mind is:

• The reverse-chronological resume is the most widely used format to present your experience, starting with your latest job.
• Your call center manager resume header needs to include your correct, professional contact details. If you happen to have a professional portfolio or an updated LinkedIn profile, include a link to it.
• Ensure your resume is no longer than two pages - you don't have to include irelevant experience on your resume just to make it look longer.
• Unless specified otherwise, submit your resume in the most popular format, the PDF one, as this will ensure your call center manager resume isn't altered.

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If you failed to obtain one of the certificates, as listed in the requirements, but decide to include it on your resume, make sure to include a note somewhere that you have the "relevant training, but are planning to re-take the exams". Support this statement with the actual date you're planning to be re-examined. Always be honest on your resume.

The five (plus) definite sections your resume for a call center manager job should include are:

• Header with your headline, contact details, and/or a preview of your work
• Summary (or objective) to pinpoint how your success aligns with the role
• Experience with bullets of your most relevant achievements in the field
• Skills to integrate vital job requirements (both technical and personal)
• Your further dedication to the field, showcased via relevant higher education and/or certifications

What recruiters want to see on your resume:

• Proven experience in managing call center operations and leading a team of customer service representatives.
• Strong understanding of call center metrics and key performance indicators (KPIs) like average handle time, customer satisfaction scores, and call resolution rates.
• Demonstrated ability to implement effective call center strategies to increase efficiency, customer satisfaction, and agent performance.
• Experience with call center technology, including automated call distribution systems (ACD), customer relationship management software (CRM), and workforce management tools.
• Excellent communication and interpersonal skills, showcasing the ability to resolve conflicts, provide motivational leadership, and maintain high levels of team morale.

Adding your relevant experience to your call center manager resume

If you're looking for a way to show recruiters that your expertise is credible, look no further than the resume experience section.

Your call center manager resume experience can be best curated in a structured, bulleted list detailing the particulars of your career:

• Always integrate metrics of success - what did you actually achieve in the role?
• Scan the call center manager advert for your dream role in search of keywords in the job requirements - feature those all through your past/current experience;
• Dedicate a bullet (or two) to spotlight your technical capabilities and how you're able to use the particular software/technology in your day-to-day roles;
• Write simple by including your responsibility, a job advert keyword or skill, and a tangible outcome of your success;
• Use the experience section to also define the unique value of working with you in the form of soft skills, relevant feedback, and the company culture you best thrive in.

Industry leaders always ensure that their resume experience section offers an enticing glimpse at their expertise, while telling a career narrative. Explore these sample call center manager resumes on how to best create your resume experience section.

• Spearheaded an initiative to integrate AI-driven analytics to identify customer service trends, which boosted customer satisfaction scores by 18%.
• Managed a team of 50 call center agents, achieving an average call handle time reduction of 30 seconds per interaction through targeted training programs.
• Led a project to revamp the call center's IVR system, improving user navigation and cutting down on misrouted calls by 25%.
• Orchestrated the expansion of the call center, hiring and training 100+ new agents and accommodated a 40% increase in call volume without sacrificing service quality.
• Implemented a cloud-based CRM platform which increased call efficiency and provided richer customer insights, leading to a more personalized service approach.
• Developed a comprehensive quality assurance program that resulted in a 15% improvement in first-call resolution rates.
• Championed a customer feedback system update that provided real-time insights and reduced customer complaints by 20%
• Negotiated with telecommunication vendors to upgrade call center equipment, which reduced system downtimes by 50%.
• Introduced a bilingual service option, diversifying our customer service offering and increasing market share amongst Spanish-speaking demographics by 10%.
• Overhauled call routing protocols which resulted in a smoother call flow and a 12% improvement in agent productivity.
• Conducted quarterly performance reviews, using data-driven benchmarks to ensure consistent service levels and identify areas for staff development.
• Piloted a remote work program for call center agents to improve work-life balance, resulting in a 15% decrease in annual staff turnover.
• Implemented an employee incentive program that boosted team morale and increased upsells by an average of 5% per quarter.
• Revitalized call script methodologies, which improved customer engagement and led to a 22% increase in customer retention.
• Oversaw the transition to a hybrid call center model, maintaining operational efficiency while reducing overhead costs by 18%.
• Initiated a digital transformation strategy that incorporated chatbots and online support, reducing call volumes by 35% within the first year.
• Collaborated with cross-functional teams to streamline inter-departmental workflows, enhancing overall response times by 40%.
• Instigated training on empathy and problem-solving, empowering agents to improve average customer satisfaction ratings to 4.5 out of 5 stars.
• Cultivated a high-performance call center culture that consistently exceeded KPI targets by at least 10% each quarter through proactive leadership.
• Launched a knowledge base tool for agents that cut average call handling time by 20%, allowing for greater customer query throughput.
• Pioneered a 'Voice of the Customer' program that influenced product development roadmaps and service improvements, significantly reducing churn rate by 8%.
• Directed the implementation of an omnichannel communication strategy, which elevated customer engagement across phone, email, and social media channels.
• Instrumental in formulating performance metrics that emphasized customer loyalty and lifetime value, with successful agents achieving up to a 30% improvement in cross-sell ratios.
• Facilitated a workplace optimization initiative by introducing ergonomic workstations and time management tools, boosting productivity by 25%.

Quantifying impact on your resume

• Included the percentage of customer satisfaction improvement over a specific period.
• Quantified the reduction in average call handling time after implementing new strategies.
• Mentioned the exact number of agents trained and the resultant increase in performance metrics.
• Highlighted the reduction in employee turnover rate thanks to improved management practices.
• Reported the increase in sales or upsells as a result of enhanced call center scripting and strategies.
• Displayed the growth in the number of calls managed daily after process optimization.
• Documented the amount of cost savings achieved through efficient resource allocation and technology use.
• Specified the number of successful projects led that enhanced the call center's operational efficiency.

Action verbs for your call center manager resume

Writing your call center manager experience section without any real-world experience

Professionals, lacking experience, here's how to kick-start your call center manager career:

• Substitute experience with relevant knowledge and skills, vital for the call center manager role
• Highlight any relevant certifications and education - to showcase that you have the relevant technical training for the job
• Definitely include a professional portfolio of your work so far that could include university projects or ones you've done in your free time
• Have a big focus on your transferable skills to answer what further value you'd bring about as a candidate for the call center manager job
• Include an objective to highlight how you see your professional growth, as part of the company

Recommended reads:

• How To List Certifications On A Resume (Examples Included)
• Should I Put In An Incomplete Degree On A Resume?

List your educational qualifications and certifications in reverse chronological order.

The heart and soul of your call center manager resume: hard skills and soft skills

If you read between the lines of the call center manager role you're applying for, you'll discover that all requirements are linked with candidates' hard skills and soft skills.

What do those skills have to do with your application?

Hard or technical skills are the ones that hint at your aptitude with particular technologies. They are easy to quantify via your professional experience or various certifications.

Meanwhile, your soft skills are more difficult to assess as they are personality traits, you've gained thanks to working in different environments/teams/organizations.

Your call center manager resume skills section is the perfect opportunity to shine a light on both types of skills by:

• Dedicating a technical skills section to list up to six technologies you're apt at.
• Focusing a strengths section on your achievements, thanks to using particular people skills or technologies.
• Including a healthy balance of hard and soft skills in the skills section to answer key job requirements.
• Creating a language skills section with your proficiency level - to hint at an abundance of soft skills you've obtained, thanks to your dedication to learning a particular language.

Within the next section of this guide, stay tuned for some of the most trending hard skills and soft skills across the industry.

Top skills for your call center manager resume:

Customer Relationship Management (CRM)

Call Center Technology

Performance Metrics Analysis

Workforce Management

Quality Assurance

Data Analytics and Reporting

Sales and Marketing Tactics

Compliance and Regulatory Knowledge

Budgeting and Finance

Telecommunications Knowledge

Communication

Problem-solving

Decision-making

Conflict Resolution

Adaptability

Team Building

Time Management

Stress Tolerance

Mention specific courses or projects that are pertinent to the job you're applying for.

The importance of your certifications and education on your call center manager resume

Pay attention to the resume education section . It can offer clues about your skills and experiences that align with the job.

• List only tertiary education details, including the institution and dates.
• Mention your expected graduation date if you're currently studying.
• Exclude degrees unrelated to the job or field.
• Describe your education if it allows you to highlight your achievements further.

Your professional qualifications: certificates and education play a crucial role in your call center manager application. They showcase your dedication to gaining the best expertise and know-how in the field. Include any diplomas and certificates that are:

• Listed within the job requirements or could make your application stand out
• Niche to your industry and require plenty of effort to obtain
• Helping you prepare for professional growth with forward-facing know-how
• Relevant to the call center manager job - make sure to include the name of the certificate, institution you've obtained it at, and dates

Both your certificates and education section need to add further value to your application. That's why we've dedicated this next list just for you - check out some of the most popular call center manager certificates to include on your resume:

The top 5 certifications for your call center manager resume:

• Call Center Manager Certification (CCMC) - Management and Strategy Institute
• Certified Call Center Manager (CCCM) - The International Customer Service Association (ICSA)
• Professional Call Center Manager (PCCM) - The Call Center School
• Certified Contact Center Manager (CCCM) - BenchmarkPortal
• Call Center Management Certification - RCCSP Professional Education Alliance

Bold the names of educational institutions and certifying bodies for emphasis.

• Should You Include Eagle Scout On Your Resume?
• How To Include Your Relevant Coursework On A Resume

Call Center Manager resume summary or objective? The best choice is based on your experience

If you're wondering about the relevancy of the resume summary or the resume objective to your Call Center Manager application - here's the truth.

The summary and objective provide recruiters with your expertise and accomplishments at a glance, within an up-to-five-sentence structure.

The difference is that the:

• Resume objective is also more focused on emphasizing your career goals. The objective is the perfect fit for (potentially more junior) candidates who'd like to balance their relevant experience with their career goals.
• Resume summary can provide you with space to also detail the unique value of what it's like to work with you. Call Center Manager candidates who have many noteworthy accomplishments start from the get-go with their summary.

Ensure that either type of resume introduction presents your Call Center Manager expertise in the best light and aligns it with the job advert.

The more details you can provide with numbers, the more compelling your resume summary or objective will be.

Real-world Call Center Manager candidates follow these frameworks in writing their resume summaries and objectives.

The end results are usually as such:

Resume summaries for a call center manager job

• With over 10 years of dedicated experience managing high-volume call centers in the telecommunications sector, I bring a wealth of knowledge in operational optimization, team leadership, and customer satisfaction enhancement. My track record includes reducing call handle time by 20% while maintaining a customer satisfaction score above 85%.
• Distinguished as a high-performing sales executive with 12 years in the automotive industry, I seek to leverage my expertise in client relations, negotiation, and market analysis to transition into managing a dynamic call center environment, aiming to boost customer engagement and drive sales performance.
• Seasoned professional with 8 years in retail management, adept at team motivation and operational efficiency, seeking to pivot into call center management. Successfully increased store revenue by 30% through customer loyalty programs and staff training initiatives.
• Results-driven manager with a notable 15-year tenure in the finance sector, adept at strategic planning and workforce management. My leadership resulted in a 25% productivity increase and a 50% reduction in staff turnover, evidencing my commitment to fostering a productive and satisfying work environment.
• As an enthusiastic candidate with a passion for customer service excellence and a keen interest in harnessing call center dynamics, I am eager to apply my quick-learning and problem-solving skills to maintain high service standards and contribute positively to operational success.
• Aiming to bridge my organizational and interpersonal strengths to a call center management position, I am committed to mastering industry-specific methodologies to drive performance goals and deliver exceptional customer service experiences.

Showcasing your personality with these four call center manager resume sections

Enhance your call center manager expertise with additional resume sections that spotlight both your professional skills and personal traits. Choose options that not only present you in a professional light but also reveal why colleagues enjoy working with you:

• My time - a pie chart infographic detailing your daily personal and professional priorities, showcasing a blend of hard and soft skills;
• Hobbies and interests - share your engagement in sports, fandoms, or other interests, whether in your local community or during personal time;
• Quotes - what motivates and inspires you as a professional;
• Books - indicating your reading and comprehension skills, a definite plus for employers, particularly when your reading interests align with your professional field.

Key takeaways

• Your resume layout plays an important role in presenting your key information in a systematic, strategic manner;
• Use all key resume sections (summary or objective; experience; skills; education and certification) to ensure you’ve shown to recruiters just how your expertise aligns with the role and why you're the best candidate;
• Be specific about listing a particular skill or responsibility you've had by detailing how this has helped the role or organization grow;
• Your personality should shine through your resume via the interests or hobbies, and strengths or accomplishments skills sections;
• Certifications go to provide further accreditation to your technical capabilities, so make sure you've included them within your resume.

Looking to build your own Call Center Manager resume?

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• Call Center Manager Resume Example

Resume Examples

• Common Tasks & Responsibilities
• Top Hard & Soft Skills
• Action Verbs & Keywords
• Resume FAQs
• Similar Resumes

Common Responsibilities Listed on Call Center Manager Resumes:

• Develop and implement strategies to improve customer service quality and call center performance
• Monitor call center performance and customer service metrics
• Analyze customer feedback and develop strategies to address customer needs
• Develop and implement policies and procedures to ensure customer service standards are met
• Manage and motivate call center staff to ensure performance targets are met
• Train and coach call center staff on customer service techniques
• Monitor and evaluate staff performance and provide feedback
• Develop and manage call center budgets
• Ensure compliance with applicable laws and regulations
• Identify and implement new technologies to improve call center performance
• Develop and maintain relationships with key stakeholders
• Analyze customer data to identify trends and opportunities for improvement

Speed up your resume creation process with the AI-Powered Resume Builder . Generate tailored achievements in seconds for every role you apply to.

Call Center Manager Resume Example:

• Implemented a new call center performance tracking system, resulting in a 25% increase in customer satisfaction scores and a 20% decrease in average call handling time.
• Developed and implemented a customer service training program for call center staff, resulting in a 15% increase in first call resolution and a 10% increase in customer retention rates.
• Managed a team of 50 call center agents, achieving a 95% employee satisfaction rate and meeting or exceeding all performance targets for the department.
• Developed and implemented a new customer feedback system, resulting in a 30% increase in response rates and a 15% increase in overall customer satisfaction scores.
• Managed a call center budget of $2M, achieving a 10% cost savings through process improvements and vendor negotiations.
• Implemented new call center technologies, including chatbots and IVR systems, resulting in a 20% increase in call center efficiency and a 5% increase in customer satisfaction scores.
• Developed and implemented a new call center quality assurance program, resulting in a 20% increase in call center performance metrics and a 10% increase in customer satisfaction scores.
• Managed a team of 75 call center agents, achieving a 90% employee satisfaction rate and meeting or exceeding all performance targets for the department.
• Developed and implemented a new call center scheduling system, resulting in a 15% increase in call center efficiency and a 5% increase in customer satisfaction scores.
• Call center performance tracking
• Customer service training
• Team management
• Customer feedback analysis
• Budget management
• Call center technology implementation
• Quality assurance
• Call center scheduling
• Process improvement
• Vendor negotiation
• Performance metric analysis
• Employee satisfaction management
• First call resolution
• Customer retention strategies
• IVR systems
• Chatbot implementation

Top Skills & Keywords for Call Center Manager Resumes:

Hard skills.

• Call Center Operations Management
• Performance Metrics and KPIs
• Workforce Management and Scheduling
• Customer Service and Support
• Quality Assurance and Control
• Training and Development
• Budgeting and Cost Management
• Call Routing and Queuing
• CRM Software and Systems
• Call Scripting and Sales Techniques
• Reporting and Analytics
• Vendor Management and Contract Negotiation

Soft Skills

• Leadership and Team Management
• Communication and Presentation Skills
• Collaboration and Cross-Functional Coordination
• Problem Solving and Critical Thinking
• Adaptability and Flexibility
• Time Management and Prioritization
• Empathy and Customer-Centric Mindset
• Decision Making and Strategic Planning
• Conflict Resolution and Negotiation
• Active Listening and Feedback Incorporation
• Emotional Intelligence and Relationship Building
• Coaching and Mentoring

Resume Action Verbs for Call Center Managers:

• Implemented
• Streamlined
• Coordinated
• Facilitated
• Collaborated
• Communicated
• Strategized

Generate Your Resume Summary

Resume FAQs for Call Center Managers:

How long should i make my call center manager resume, what is the best way to format a call center manager resume, which keywords are important to highlight in a call center manager resume, how should i write my resume if i have no experience as a call center manager, compare your call center manager resume to a job description:.

• Identify opportunities to further tailor your resume to the Call Center Manager job
• Improve your keyword usage to align your experience and skills with the position
• Uncover and address potential gaps in your resume that may be important to the hiring manager

Complete the steps below to generate your free resume analysis.

Related Resumes for Call Center Managers:

Call center supervisor, call center team lead, customer care manager, customer service manager, customer service coordinator, customer service lead, inbound call center, customer service call center.

9 Call Center Manager Resume Examples for 2024

Creating a resume for a call center manager role means showcasing your leadership in customer support and operational efficiency. This article offers proven examples and targeted advice for highlighting your abilities in team management and problem resolution. Expect clear strategies to demonstrate your experience with KPIs, workforce management, and customer satisfaction—key areas scrutinized by recruiters in this field.

• 27 Apr 2024 - 1 new section (Highlight your achievements, not just duties) added
• 19 Apr 2024 - 1 new resume template (Client Relations Director in Financial Services Call Center) added
• 11 Apr 2024 - 1 new section (Key skills for call center managers) added
• 03 Apr 2024 - 1 new resume template (Customer Experience Manager in Tech Industry Call Center) added
• 26 Mar 2024 - 1 new section (Show impact with numbers) added
• 18 Mar 2024 - 1 new section (Show your leadership skills) added
• 10 Mar 2024 - 1 new section (Get past resume screeners) added
• 02 Mar 2024 - 4 new sections, including 'Understanding call center needs', added
• 02 Mar 2024 - 6 new resume templates, including Food Service Manager transitioning to Call Center Manager, added
• 29 Feb 2024 - Article published
• 26 Feb 2024 - Resumes approved
• 24 Feb 2024 - First draft complete

  Next update scheduled for 05 May 2024

Here's what we see in the top call center manager resumes.

Showcase Your Impact With Numbers : The best resumes show your impact with specific metrics. Include how you've increased customer satisfaction rates , call resolution speeds , reduced average handle times , and cut down on customer complaints .

Match Skills With Job Description : Include skills on your resume that you have and are also in the job description. Some important ones are workforce management , call center software proficiency , data analysis , performance metrics tracking , and customer service protocols .

Highlight Tech Savvy : Show you're up to date with the latest technology. Use phrases like familiar with CRM systems and experienced in VoIP to show you can handle current tools.

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widget 2: red / but not serious Here's a short quick tip / warning for people to include. If your symptoms get worse or do not improve after 1 day, go to a lower altitude if you can. Try to go around 300 to 1,000 metres lower.

helpful blue / but not serious Here's a short quick tip / warning for people to include. Here's a short quick tip / warning for people to include. Here's a short quick tip / warning for people to include. Here's a short quick tip / warning for people to include. Here's a short quick tip / warning for people to include. Here's a short quick tip / warning for people to include. Here's a short quick tip / warning for people to include.

Call Center Manager Resume Sample

Positioning your education section.

On a resume for a call center manager, your work experience should come first if you have been working for some time. Show your hands-on experience at the top as it presents your real-world skills. However, if you have recently finished an important course like a master's degree, then your education should be listed before your experience to explain a break from work. For those new to managing call centers, who recently graduated or are students, place your education first to show your readiness to apply fresh knowledge.

Understanding call center needs

For a call center role, it helps to show that you understand key metrics like average handling time or customer satisfaction score. Mention how you have managed or improved these in past roles. Also, include any experience with call center software as this shows you can adapt to new tools quickly.

Call Center Operations Manager Resume Sample

Ideal resume length.

Your resume should be one page if you have less than 10 years of relevant experience. This makes it easy for hiring managers to see your skills and experience quickly. For more experienced professionals, a two-page resume is good. It allows you to share your full range of work, especially if you have led projects or improved performance at a call center. Always aim to create a clear and concise resume no matter the length.

Senior Call Center Manager Resume Sample

Leadership in a call center.

A call center manager must be able to lead a team. Show your experience in training and motivating staff, and how you have handled high volume call periods. If you have experience in reducing staff turnover or improving team performance, make sure to include this on your resume as it demonstrates your leadership and ability to keep a team running well.

Call Center Manager with Telecom specialization Resume Sample

Get past resume screeners.

When you apply for a job as a call center manager, your resume may first be read by a computer program. It is important to make your resume in a way that these programs, known as Applicant Tracking Systems (ATS), can read it well. Here are some tips to help you.

• Use simple, clear job titles and words that match the call center field. For example, 'customer service' and 'team leadership' are good to include.
• Make sure your resume has keywords from the job description. If the job asks for experience with 'performance metrics,' you should use that exact term.

Junior Call Center Supervisor Resume Sample

Show your leadership skills.

When you apply for a manager role at a call center, show you know how to lead a team. Your resume should make it clear that you can guide people and get good results. Here’s how to prove you can take on these tasks.

• Highlight times when you led a team. Mention the number of staff you managed. For example, use a phrase like Managed a team of 25 customer service representatives .
• Show when you worked with other leaders. Maybe you had to report to higher-ups or give them updates. Use terms like Regularly briefed senior executives on call center performance .
• If your past work is different from managing a call center, find matching tasks. Maybe you coached people or checked on their work. Say something like Supervised quality assurance in a retail environment, ensuring customer satisfaction .

Food Service Manager transitioning to Call Center Manager Resume Sample

Highlight your achievements, not just duties.

When creating your resume, focus on your achievements as a call center manager, rather than simply listing your responsibilities. This will show how you add value, rather than just the tasks you've performed. Aim to demonstrate your impact with clear examples.

Here are a couple of ways to change a responsibility into an accomplishment:

• Before: 'Managed a team of call center representatives.'
• After: 'Led a team of 25 call center representatives to exceed customer satisfaction targets by 15% through targeted coaching and performance monitoring.'
• Before: 'Responsible for training new employees.'
• After: 'Initiated a comprehensive training program that reduced employee onboarding time by 30% and improved first-call resolution rate.'

Using achievements rather than responsibilities can greatly strengthen your resume. It tells employers you not only know your job but also excel at it.

Customer Experience Manager in Tech Industry Call Center Resume Sample

Key skills for call center managers.

As a call center manager, your resume must show you have the right skills. Here's a list of skills you should consider including. Remember to only add the ones that match your experience and the job you want. You can list them in a skills section or weave them into your job descriptions to show how you've used them.

• Customer service management
• Performance analysis
• Workforce management
• Quality assurance
• Training and development
• Call center software (e.g., Zendesk , Five9 )
• Data analysis
• Conflict resolution
• Report generation
• Crisis management

When adding these skills to your resume, it's good to include them in contexts that show you've achieved results. For example, you might explain how your expertise in quality assurance led to a 20% drop in customer complaints. Also, remember that many companies use Applicant Tracking Systems (ATS) to filter resumes. Including these specific skills can help your resume get noticed.

If you're unsure about which skills to add, look at the job description. It will often list the skills the employer values most. By matching your skills to the job, you help the employer see why you're a good fit for the role of a call center manager.

Client Relations Director in Financial Services Call Center Resume Sample

Show impact with numbers.

When you apply for a call center manager role, showing your impact through numbers makes your resume stand out. Numbers help hiring managers quickly see the value you can bring to their team. Use clear metrics to highlight your achievements.

• Consider how you have improved customer satisfaction. You might have increased the customer satisfaction score from 75% to 90% in a year. Think about how you can measure this change.
• Look at how you have reduced wait times. Maybe you cut the average customer wait time from 10 minutes to 5 minutes . Show how many calls you handle on average and the efficiency you bring.

Think about how you have led a team. You might have managed a team of 20 agents and reduced staff turnover from 30% to 15% by improving training programs. Also, consider how you have saved costs, such as cutting down on call handle time, which could save thousands of dollars per year.

Lastly, if you have worked on projects, show the specific outcomes. For example, implementing a new call routing system that led to a 25% increase in call resolution efficiency. Always estimate and use the most accurate numbers you can when detailing your accomplishments.

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Call Center Manager resume examples for 2024

A call center manager resume should showcase a strong background in customer service, call center management, and performance management. According to Dr. John Leylegian Ph.D. , Associate Professor and Chair, Mechanical Engineering at Manhattan College, "The foundation of programming languages and software packages is attractive to employers." Additionally, soft skills like communication, critical thinking, and teamwork are essential. Todd Terry , Department Chair, Management at Davenport University, emphasizes the importance of being a good listener, having a positive attitude, and being adaptive in the work environment. Craig Nathanson Ph.D. , Adjunct Lecturer at Sonoma State University, highlights the importance of measurable success and completion of past work on a resume.

Call Center Manager resume example

How to format your call center manager resume:.

• Use the same job title on your resume as the one in the job application. For example, 'Call Center Manager'.
• Highlight your accomplishments in your work experience section, such as 'Improved call monitoring quality scores by 20%' or 'Managed a team of 1200 call center staff'.
• Keep your resume concise and to the point. Most recruiters prefer a one-page resume for call center managers.

Choose from 10+ customizable call center manager resume templates

Choose from a variety of easy-to-use call center manager resume templates and get expert advice from Zippia’s AI resume writer along the way. Using pre-approved templates, you can rest assured that the structure and format of your call center manager resume is top notch. Choose a template with the colors, fonts & text sizes that are appropriate for your industry.

Call Center Manager resume format and sections

1. add contact information to your call center manager resume.

Call Center Manager Resume Contact Information Example # 1

Dhruv Johnson

[email protected] | 333-111-2222 | www.linkedin.com/in/dhruv-johnson

2. Add relevant education to your call center manager resume

Your resume's education section should include:

• The name of your school
• The date you graduated ( Month, Year or Year are both appropriate)
• The name of your degree

If you graduated more than 15 years ago, you should consider dropping your graduation date to avoid age discrimination.

Optional subsections for your education section include:

• Academic awards (Dean's List, Latin honors, etc. )
• GPA (if you're a recent graduate and your GPA was 3.5+)
• Extra certifications
• Academic projects (thesis, dissertation, etc. )

Other tips to consider when writing your education section include:

• If you're a recent graduate, you might opt to place your education section above your experience section
• The more work experience you get, the shorter your education section should be
• List your education in reverse chronological order, with your most recent and high-ranking degrees first
• If you haven't graduated yet, you can include "Expected graduation date" to the entry for that school

Check More About Call Center Manager Education

Call Center Manager Resume Relevant Education Example # 1

Bachelor's Degree In Mechanical Engineering Technology 2011 - 2014

Ferris State University Big Rapids, MI

Call Center Manager Resume Relevant Education Example # 2

Bachelor's Degree In Business 2006 - 2009

Ohio State University Columbus, OH

3. Next, create a call center manager skills section on your resume

Your resume's skills section should include the most important keywords from the job description, as long as you actually have those skills. If you haven't started your job search yet, you can look over resumes to get an idea of what skills are the most important.

Here are some tips to keep in mind when writing your resume's skills section:

• Include 6-12 skills, in bullet point form
• List mostly hard skills ; soft skills are hard to test
• Emphasize the skills that are most important for the job

Hard skills are generally more important to hiring managers because they relate to on-the-job knowledge and specific experience with a certain technology or process.

Soft skills are also valuable, as they're highly transferable and make you a great person to work alongside, but they're impossible to prove on a resume.

Example of skills to include on an call center manager resume

Payroll is the sum of all the compensation that an organization has to pay to employees at a specified time. Payroll is managed by the finance or HR department while small business owners may handle it themselves. Payroll isn't fixed as it varies every month due to sick leaves, overtime, etc.

An outbound call is made by the call center representative to the customers on behalf of the company. Such calls help increase sales and generate revenue for the organization.

Customer care, also known as customer service, is a one-to-one interaction between the consumer of a company and its representative.

Performance reviews refer to the official evaluation of a worker's performance done by the manager. The evaluation then helps the superior identify the worker's strengths and weaknesses and offers valuable feedback to help him overcome his shortcomings. This assessment also helps a worker set a future goal for himself and identify ways to better his future performance. Performance Reviews may be done on a monthly or yearly basis, depending on the company.

Human resources is a set of people in a business or a corporation that are designated to locate, interview, and recruit new employees into the company. They are also responsible to maintain the integrity of the employees and help them sort their problems out. They try to introduce and manage employee-benefit programs.

A performance standard is an expected level of quality that must be met for a process, procedure, or goal to be considered successful or complete. They can be found across a variety of industries including everything from product testing to educational testing.

Top Skills for a Call Center Manager

• Strong Customer Service , 17.1%
• Customer Satisfaction , 7.1%
• Call Center Management , 4.3%
• Process Improvement , 4.1%
• Other Skills , 67.4%

4. List your call center manager experience

The most important part of any resume for a call center manager is the experience section. Recruiters and hiring managers expect to see your experience listed in reverse chronological order, meaning that you should begin with your most recent experience and then work backwards.

Don't just list your job duties below each job entry. Instead, make sure most of your bullet points discuss impressive achievements from your past positions. Whenever you can, use numbers to contextualize your accomplishments for the hiring manager reading your resume.

It's okay if you can't include exact percentages or dollar figures. There's a big difference even between saying "Managed a team of call center managers" and "Managed a team of 6 call center managers over a 9-month project. "

Most importantly, make sure that the experience you include is relevant to the job you're applying for. Use the job description to ensure that each bullet point on your resume is appropriate and helpful.

• Maintained League statistics * Assisted in team building, good sportsmanship and fair play * CPR/First Aid Certification
• Analyzed clinic operating practices and make suggestions about personnel requirements creating new systems and revising established procedures.
• Assisted in establishing and administering billing and collections processes and procedures.
• Prepared LTL paperwork and international documentation.
• Handled all aspects of agents' payroll from approving and submitting to program managers to submitting them to corporate payroll systems.
• Worked alongside foreclosure attorney to obtain reinstatement and/or payoff quotes for customers seeking resolution to default of mortgage.
• Presented PowerPoint presentations on how to be more effective with providing excellent customer service to customers
• Handled inbound ATM/ Visa debit card chargeback claims for customers and their inquiries.
• Reviewed Bankruptcy court dockets to confirm legal arrangements.
• Managed and maintain vital statistical processing data, spreadsheet management, and quality assurance procedures and adjudications.
• Modeled servant leadership, flexibility in planning and thorough management communication.
• Established open communication between Order Pickup and Distribution to ensure continuous stock replenishment.
• Identified and retained high net-worth clients by focusing on positive first impressions, intentional follow-up, and individualized customer service.
• Performed light housekeeping tasks including mopping, sweeping, debris clean up and washing windows.
• Demonstrated strong customer focus, effective communication and continuous improvement.
• Traveled nationwide delivering K-12 production implementation and service.
• Scheduled and managed delivery of 30+ technical courses at 10 classrooms nationwide with a combination of employee and subcontractor instructors.
• Created and presented sales presentations, and staff development training, for K-12 teachers and Administrators which successfully increased circulation numbers.
• Improved overall QA Scores by 43%, which resulted in higher customer satisfaction and retention.
• Managed a team of 6 direct reports that supported a total of 3K+ sales associates nationally.

5. Highlight call center manager certifications on your resume

Specific call center manager certifications can be a powerful tool to show employers you've developed the appropriate skills.

If you have any of these certifications, make sure to put them on your call center manager resume:

• Project Management Professional (PMP)
• Certified Manager Certification (CM)
• Certified Sales Professional (CSP)
• Master Project Manager (MPM)
• Certified Management Accountant (CMA)
• Sales Management
• Change Management Certified Professional
• Certified Pharmacy Technician (CPhT)
• Communication Management Professional (CMP)
• Certified Call Center Professional Online (CCCP)

6. Finally, add an call center manager resume summary or objective statement

A resume summary statement consists of 1-3 sentences at the top of your call center manager resume that quickly summarizes who you are and what you have to offer. The summary statement should include your job title, years of experience (if it's 3+), and an impressive accomplishment, if you have space for it.

Remember to emphasize skills and experiences that feature in the job description.

Common call center manager resume skills

• Strong Customer Service
• Customer Satisfaction
• Call Center Management
• Process Improvement
• Center Management
• Outbound Calls
• Inbound Calls
• Customer Care
• Performance Reviews
• Direct Reports
• Performance Metrics
• Performance Management
• Human Resources
• Performance Standards
• Professional Development
• Quality Standards
• Call Monitoring
• Training Programs
• Customer Complaints
• Disciplinary Actions
• Call Centers
• Corrective Action
• Customer Support
• Performance Evaluations
• Training Sessions
• Phone System
• Customer Calls
• Customer Inquiries
• Call Handling
• Lead Management
• Performance Appraisals
• Customer Issues
• Staff Performance
• Training Materials
• System Performance
• Customer Retention
• Capacity Planning
• Product Knowledge
• Incentive Programs
• Abandonment Rate

Call Center Manager Jobs

Links to help optimize your call center manager resume.

• How To Write A Resume
• List Of Skills For Your Resume
• How To Write A Resume Summary Statement
• Action Words For Your Resume
• How To List References On Your Resume

Updated April 25, 2024

Editorial Staff

The Zippia Research Team has spent countless hours reviewing resumes, job postings, and government data to determine what goes into getting a job in each phase of life. Professional writers and data scientists comprise the Zippia Research Team.

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Samples › Call Center Manager

Call Center Manager Sample

Download and customize our resume template to land more interviews. Review our writing tips to learn everything you need to know for putting together the perfect resume.

Not sure how to format your resume? Download our free guide and template .

A Call Center Manager manages call center operations and teams. Below is a general job description from Payscale :

A call center manager is responsible for ensuring their organization's call center operates effectively and efficiently at all times. They must maintain a high level of customer satisfaction, and the ability to maintain a positive, professional attitude with customers and colleagues is essential. A call center manager is responsible for training, scheduling and leading their customer service team, as well as overseeing strategies for inbound and outbound calls. Most call center managers must be capable of using particular software programs, as well as possess the ability to type and run various company reports. They oversee their call center's statistics and take proactive and reactive steps to improve those statistics as needed. Additionally, they help provide guidance and training to employees to improve performance.

You should never use a creative resume

Many job seekers think that an eye-catching resume template will help them stand out to hiring managers and increase their chances of landing an interview. This is a myth put out by resume builders that value design over content.

The truth is that most hiring managers prefer a traditional resume format.

Creative resume templates, like the one pictured here, can actually hurt your chances of landing an interview. Instead, you should use a basic resume format that quickly communicates your basic information and qualifications–like the one included below.

Call Center Manager resume (text format)

How confident are you feeling about your resume? If you need more help, you can always refer to the following resume sample for a position.

City, State or Country if international

Phone | Email

LinkedIn URL

CALL CENTER MANAGER PROFESSIONAL

Talented Customer Service Manager highly regarded for improving team performance on customer service metrics and SLA delivery.  Able to motivate teams and coach underperforming individuals into management potential. Proactive, energetic and a master troubleshooter with a sharp focus on developing and implementing process improvements to drive company growth and technical innovation. Excellent interpersonal and communication skills, a strong work ethic and the ability to effectively handle pressure without compromising quality service.

CORE COMPETENCIES

Customer Service

De-escalations

Performance Management

Technical Expertise

Team Leader

Training/User Training

Team Collaboration

PROFESSIONAL EXPERIENCE

Call Center Manager

ZipJob, New York NY | Year to Year

Responsibilities

Improved team performance by XX% on all customer feedback surveys.

Achieved a XX% adherence to a corporate SLA of XX to close all tickets.

Reduced average call time to XX seconds for XX calls per hour.

Managed a team of XX customer service employees, decreasing staff turnover by XX% with improved morale.

Generated detailed reports of call handling and ticket closures for use by senior leadership to determine staffing requirements.

Ensured quick and successful problem resolution by phone and email for all employees across XX States.

Increased end user efficiency by providing software installation, hardware configuration, and application support.

Document troubleshooting steps taken and provide information to 2nd level support when needed.

Founded and published company bi-weekly newsletter.

Closed more than 10,000 helpdesk tickets involving over 350 unique applications

Greatly increased end user productivity by decreasing down time by over 30%

Promoted to Technical Customer Service Representative due to my exemplary performance reviews, top customer service and technical skills

Trained and mentored new employees with corporate infrastructure and helped build their expertise of how to use the core systems within the field

Improved stability and performance of system and networks

Met company objectives in managing over xxx support calls per day under strict time constraints

Provided Tier 1 and 2 help desk troubleshooting assistance, using Track-IT software for ticket logging

Technology Supported: List all hardware, network, application, peripherals, and software utilized.

Tier 2 Network Operations Center Technician

Resolved escalated calls from Level 1 support group and addressed WAN and Wi-Fi network outages.

Programmed routers, switches, gateways and Wi-Fi equipment for on-site technicians.

Designed and installed Wi-Fi networks at customer facilities.

Researched and developed custom software to run on third party equipment, maximizing system up-time.

Complete School Name, City, St/Country: List Graduation Years If Within the Last Ten Years Complete Degree Name (Candidate) – Major (GPA: List if over 3.3)

Relevant Coursework: List coursework taken (even include those you are planning on taking)

Awards/Honors: List any awards, honors or big achievements

Clubs/Activities: List clubs and activities in which you participated

Relevant Projects: List 2-3 projects you have worked on

Everything you need to write your call center manager resume

 Now that you’ve seen an example of a job winning Call Center Manager resume, here are some tips to help you write your own. You should always begin with a summary section. Remember to use basic formatting with clear section headings and a traditional layout. Finally, be sure to include top skills throughout your resume. We’ve included several examples common for Call Center Manager below.

Let’s start with your resume summary section.

 The resume summary replaces the out-of-date resume objective. A summary outlines the most impressive parts of your resume for easy recall by your potential employer, while also serving to fill in personal qualities that may not appear elsewhere on the page. Remember that summaries are short and consist of pithy sentence fragments! You can check out the Call Center Manager resume example for more information!

Always start with your most recent positions at the top of your resume. This is called  reverse-chronological format , and keeps your most relevant information easy for hiring managers to review.

2. Formatting

Our experts recommend you start your resume with a resume summary, like the one above. Other common sections are Work Experience, Education, and either Skills or Core Competencies. Here are some guides from our blog to help you write these sections:

How To Write Your Resume’s Work Experience Section

How To Write Your Resume’s Education Section

Good Skills To Put On Your Resume

Some resumes will include other sections, such as  Volunteer Experience  or  Technical Skills . When it comes to what sections you need to include on your resume, you will know best!

Other sections for you to consider including are foreign language skills, awards and honors, certifications, and speaking engagements. These could all be relevant sections for your resume.

Join more than 1 million people who have already received our complimentary resume review.

In 48 hours, you will know how your resume compares. We’ll show you what’s working--and what you should fix.

3. Appropriate skills

Your resume should include all your skills that are relevant to your target job. Skills include both hard skills and soft skills. Hard skills are the technical know-how you need to complete a job, such as data analysis or HTML. You can include hard skills in your core competencies section. Soft skills are harder to quantify, so they require more information to explain your aptitude. Some top soft skill examples include communication, problem solving, and emotional intelligence. Use several examples of how you use your key soft skills throughout your work history, profile summary, and resume title.

4. Experience section

Your Work Experience section should make up the bulk of your resume. This section should include your relevant job titles, companies that employed you, and the dates you were employed.

Your Work Experience section should make up the bulk of your resume. This section should include your relevant job titles, companies that employed you, and the dates you were employed. Most people will finish this section by listing daily duties in short bullet points. Don't be one of them ! To make your resume stand out, you need to add your accomplishments and key skills to your resume's Work Experience section. Here are three tips from our experts:

Use the STAR method to describe a situation, task, action, and result. This is adapted from a behavioral interview technique, so interviewers will recognize the format. it's also a great chance for you to organize your key accomplishments.

Don't forget about LinkedIn! The majority of employers are going to look you up on LinkedIn, so it's smart to make sure your LInkedIn profile is up to date and include your URL in your resume's contact section.

Always include a cover letter. Not everyone will bother, so it helps you look like a serious job applicant. It's also your chance to introduce yourself: who you are, why you're applying for this job, and how you want to proceed.

Let’s wrap it up!

Standout resumes will include a resume summary, a traditional reverse-chronological layout, and the skills and experience relevant to your job target. This resume example shows how to include those elements on a page. It’s up to you to insert your personal compelling qualifications.

Keep your resume format easy to scan by both humans and computers; our resume template is designed by our experts to satisfy both audiences. And be sure to include your own skills, achievements, and experiences. Job-winning resumes are resumes that successfully market you, leading recruiters and hiring managers to want to learn more!

Finally, emphasize your interest with a customized cover letter. When writing, remember that the resume and cover letter should support each other. Check out our  cover letter tips and examples  for more advice.

Didn’t get the specific answers you were looking for on this page? Hire a professional resume writer to get the advice you need to land your next job. 

Related posts:

ATS Resume Test: Free ATS Checker & Formatting Examples

What Does Relevant Experience on a Resume Mean?

How to Tailor Your Resume to Different Positions

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Call Center Manager Resume Sample

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Work Experience

• Ensure all Service Center KPI’s are within client threshold
• Play an active role in recruiting and advancement decisions
• Monitor and validate associates’ performance
• Ensure creation and adherence to performance improvement plans designed to address KPI deficiencies
• Provide meaningful and effective coaching, feedback, and training to associates, setting appropriate development goals and following up on progress
• Workforce and real time management
• Directs all activities associated with a full agenda of an operating department’s day-to-day production regimen
• Provides training, coaching, mentoring to staff as appropriate and provide development opportunities to meet the organization’s future needs
• Designs, implements, and manages necessary operational workflows; meet internal and external SLA’s (Service Level Agreements)
• Supports and administers various departmental and corporate policies consistent with the company’s core values and philosophies
• Reports to the Director of Call Center Operations
• Directly manage the Call Center Data Analyst
• Partner with the Site Operations Manager for staffing vendor
• Fosters close, cooperative relationships with peer leaders, channel management, as well as internal and external partners
• Call center leadership experience
• Manage and coordinate the activities of the team to efficiently manage the output of assigned tasks. Monitor the performance of team members by means of reports and observation. Accountable for team conduct and productivity. Monitor individual team member’s attendance and reliability patterns. Administer performance improvement or corrective action plans when needed
• Managing the daily running of the call center, including, effective resource planning and implementing call center strategies and operations
• Carrying out needs assessments, performance reviews and cost/benefit analysis
• Setting and meeting performance targets for speed, efficiency, sales and quality
• Advising customers on products and services available
• Working with supervisors, team leaders, operatives and third parties to gather information and resolve issues
• Maintaining up-to-date knowledge of industry developments
• Monitoring random calls to improve quality, minimize errors, insure company policy is accurately communicated to customers, and track operative performance

Professional Skills

• Exceptional communication skills, IT skills, and Team leadership skills
• Demonstrates the basic principles of leadership, management skills, and administrative skills
• Typically requires a BA/BS or equivalent experience and 8+ years of prior relevant experience or Masters with 6+ years of prior relevant experience
• Advanced computer knowledge & skills including Microsoft Office and efficient typing and writing skills
• Self-starter, professional, demonstrates initiative, resourcefulness, and strong problem solving skills
• Strong leadership skills; able to effectively communicate with the team regarding expectations
• Strong written and verbal communication skills with ability to effectively interact with others

How to write Call Center Manager Resume

Call Center Manager role is responsible for customer, leadership, analytical, basic, computer, advanced, microsoft, development, organization, excel. To write great resume for call center manager job, your resume must include:

• Your contact information
• Work experience
• Skill listing

Contact Information For Call Center Manager Resume

The section contact information is important in your call center manager resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:

• First and last name
• Telephone number

Work Experience in Your Call Center Manager Resume

The section work experience is an essential part of your call center manager resume. It’s the one thing the recruiter really cares about and pays the most attention to. This section, however, is not just a list of your previous call center manager responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular call center manager position you're applying to. The work experience section should be the detailed summary of your latest 3 or 4 positions.

Representative Call Center Manager resume experience can include:

• Excellent public speaking and presentation skills Strong leadership and analytical skills
• Strong organizational and planning skills strong customer service skills
• Excellent telecommunication, verbal communication and demonstrated organizational skills
• Amazing customer relations skills and experience
• Strong leadership skills-communicating, motivating, delegating to achieve business
• Manage competing priorities and time management skills

Education on a Call Center Manager Resume

Make sure to make education a priority on your call center manager resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your call center manager experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.

Additional details to include:

• School you graduated from
• Major/ minor
• Year of graduation
• Location of school

These are the four additional pieces of information you should mention when listing your education on your resume.

Professional Skills in Call Center Manager Resume

When listing skills on your call center manager resume, remember always to be honest about your level of ability. Include the Skills section after experience.

Present the most important skills in your resume, there's a list of typical call center manager skills:

• Excellent verbal and written communication skills that effectively communicate information
• Strong Analytical skills for creating report and deciphering data
• Excellent team building, communication and interpersonal skills
• Effectively handle multiple tasks and time-sensitive projects with changing priorities
• Demonstrated sound judgment, tact, and negotiation skills
• Extensive customer service skills with the proven ability to resolve customer service issues

List of Typical Experience For a Call Center Manager Resume

Experience for assistant call center manager resume.

• Previous experience and proven abilities to effectively and proactively manage change and implement process improvement
• Demonstrate basic computer skills including mobile devices
• Exhibit effective verbal and written communication skills to ensure flow of information up and down the chain of authority
• Strong budgetary, interpersonal and communication skills
• Deal effectively with enrollees and potential enrollees
• Competence in standard MS Office and Windows software applications, Advanced Excel skills recommended
• Effectively manage teams remotely
• Partner with other departments, ensuring we operate as One LeasePlan
• Data entry experience and general knowledge of windows-based computer operating system and Microsoft Office package

Experience For Fs-call Center Manager Resume

• Assure that Supervisors and Specialist are maintaining peak effectiveness
• 2-5 Years of experience working as a customer service manager/supervisor
• Strong technical understanding of Hardware, Software, and Network platforms
• Experience utilizing call center tools such as
• Demonstrated professionalism interacting with all levels of management

Experience For Customer Service Call Center Manager Resume

• Telemarketing/call center experience
• Experience supporting multiple disciplines in a consultative fashion
• Experience supporting operations with greater than 250 staff and more than one project
• Experience managing a high-volume call center / customer service environment
• Experience using Microsoft Office applications (Word, Excel, and PowerPoint)
• Experience supporting operations with greater than 500 staff

Experience For Claims Call Center Manager Resume

• Establish and maintain effective working relationships with clients, managers, supervisors, subordinates, and the Ride To Care Community
• Establish and maintain effective working relationships with clients, managers, supervisors, subordinates, and the NETSPAP community
• Proven track record of managing high traffic call centers
• Strong background in developing metrics and benchmarks
• Experience in managing outbound telesales to financial and operational goals
• Experience in managing cross sell and upsell opportunity identification and execution
• Project experience in the implementation of telephony and supporting processes
• Able to operate a computer and standard telephone system

Experience For Clinical Call Center Manager Resume

• Provide strong, dynamic leadership that mentors, develops and guides team members
• Develop and manage the call center communications program, ensuring effective information transfer and consistent messaging
• Management experience in a call center environment required
• Highly organized and ability to prioritize and manage time efficiently with the ability to handle stress in a fast-paced, high volume call center environment
• Previous experience with computer software including Excel, MS Word and Power Point
• Skill in motivating others to succeed
• Skilled at using judgment to plan and accomplish goals
• People management experience, leading mid-to-large size groups
• Customer service experience in a call center environment for technical troubleshooting or help desk support

Experience For Scheduling / Call Center Manager Resume

• Experience in managing a large volume Call Center preferably for a health care related or Medicaid program
• 2 – 5 years of call center supervisory experience
• Proven track record of seamless operational functionality and achievement of corporate goals
• Record, translate, and validate completed work
• Strong work ethic focused on strategic execution
• Solid competency of the full Philips Oral Healthcare product portfolio
• Demonstrate business knowledge of various processes throughout the organization
• Three (3) to five (5) years of related call center experience

Experience For Patient Access / Service Call Center Manager Resume

• Three (3) years of experience in member relations to supervise the toll-free telephone line operators
• At least three (3) years of management in a call center environment with at least 6 years overall Call Center experience
• Ensures processes and programs are effective and make recommendations for improvements
• 2+ Call Center Manager Experience
• Call Center Manager Experience
• Recent hands- on experience with call center technologies
• Verifiable and proven track record of success
• Strong organizational expertise and an attention to detail

Experience For Call Center Manager, BPO Resume

• Experience managing operations with greater than 500 staff
• Strong customer focus with first contact resolution within the team
• Bachelors required or equivalent work experience
• Experience in the customer service field
• At least 5-years of experience with
• Experience in a call center and back office operations environment
• Juggle multiple priorities, follow through on projects, and meet deadlines
• Three (3) years of training and/ or professional development experience required

Experience For National Call Center Manager Resume

• Experience in management
• Reviewing the performance of staff and identifying training needs to plan training sessions as needed for growth of the business
• Assisting team with handling customer issues, retention of customers, and assisting with billing as needed
• Organizing staffing needs, including shift patterns and the number of staff required to meet deadlines
• Coaching, motivating and retaining staff members to excel in performance for business growth
• Pulling calls, reviewing calls, coaching calls of team members

Experience For Call Center Manager of Customer Service Resume

• Optimizing call center productivity, achieving correct quality standards and minimizing costs
• Planning and leading client-facing QA calibration sessions
• Forecasting and analyzing data against budget figures on a weekly and/or monthly basis
• Creating daily plans for each CSR - and driving daily goals of the team
• Creating reports for management - analyzing metrics/calls of your team

List of Typical Skills For a Call Center Manager Resume

Skills for assistant call center manager resume.

• Strong math and analytics skills with structured problem solving skills
• Excellent analytic, problem solving and decision-making skills
• Strong leadership, organizational, project management and problem-solving skills
• Excellent customer service and customer problem solving process skills
• Strong communication/organizational skills
• Strong ability to effectively handle personnel conflicts, internal as well as external to department and Company
• Strong planning & organizing, analytical Skills

Skills For Fs-call Center Manager Resume

• Strong communication (oral & written), presentation & listening skills
• Sound judgment to effectively balance business priorities and stakeholder needs
• Excellent computer skills. Proficiency in Powerpoint, Excel, Word and other standard computer applications
• Strong written and verbal communication skills to interact with various levels of organization and c customers
• Strong customer service & human relations skills

Skills For Customer Service Call Center Manager Resume

• Database Management Experience/skills
• Strong negotiation skills at all levels of targeted audience
• Effective written communication skills, computer proficient (Microsoft Office, specifically proficiency in Excel & Word etc.) are required
• Applying policies, procedures, and guidelines appropriately and acting as a role model for communication skills, work ethic, and judgment
• Leadership - The ability to lead department by displaying outstanding phone skills and a commitment and passion in creating customer amazement
• Delivery of value-added training/learning services supporting a wide variety of leadership functions and skillsets
• Proven track record of positive managerial experience: driving teams to exceed goals while driving employee engagement
• Exceptional Customer Service, Problem Solving, and Critical Thinking skills
• Robust problem-solving and decision-making skills

Skills For Claims Call Center Manager Resume

• Serve as first-line of response for any constituent inquiries regarding LMU’s student calling efforts, and effectively handle donor questions or concerns
• Proficient computer skills, including office suite, email and customer service application(s)
• Professional communication skills in dealing with diverse clients and company personnel
• Proven experience managing a mid to large size team(s) of exempt and non-exempt staff
• Research, maintain and execute monitoring systems to effectively evaluate and see performance
• Communicate effectively, both in writing and orally
• PC, analytical and mathematical skills required in order to make recommendations based on call volume statistics
• Five or more years of management experience or equivalent experience in a Call Center leadership position required
• Superb communications skills, both verbal and written

Skills For Clinical Call Center Manager Resume

• Functional Process Development and Improvement skills
• Relevant experience or equivalent combination of education and work experience required
• Great managerial skills and team lead aptitude
• MS Office, Strong Excel and spreadsheet experience
• Tactile change management and keen interpersonal communication skills

Skills For Scheduling / Call Center Manager Resume

• Communicate effectively orally and written with all levels of management and staff
• Experience in the effective training and development of personnel and teams
• Proficient in Microsoft Office Suite of products, Advanced Excel skills
• Interact with a wide variety of individuals positively and effectively
• Manages time effectively and efficiently
• Demonstrate advance knowledge of Life Insurance products, processes and guidelines to ensure compliance and strong Customer Satisfaction Results

Skills For Patient Access / Service Call Center Manager Resume

• Effectively interface with various levels of management internally and externally
• Stress & time management skills
• Skill in effective organization; including proper problem–solving and follow-up
• Skill in effective communication, both orally and in writing
• Is knowledgeable of system functionality and capabilities, so as to be able to efficiently and effectively answer user questions
• Being passionate about delivering an exceptional customer experience and best practices to resolve customer concerns

Skills For Call Center Manager, BPO Resume

• Working directly with Leidos HR and Talent Recruiters to source, interview, and hire skilled staff
• Building strong customer relationships through engagement & performance
• Handling the most complex customer complaints or inquiries to ensure a better experience for the future
• Experience hiring, managing and mentoring staff; being able to identify what top talent looks like in a call center employee
• Solid understanding of reporting and budgeting procedures
• Three years of banking, property & casualty insurance experience, including sales and servicing
• Possibility of gaining marketing experience through outreach via social media, internet, email, texting and video
• Collaborates and cooperates with other functional areas including; Human Resources, Training, Workforce, Marketing, and Finance/Payroll
• Experience managing within Collective Bargaining Units

Skills For National Call Center Manager Resume

• Ensure effective scheduling to provide appropriate coverage supporting the organizational needs
• Experience working in a call center, handling customer orders over the phone and in person
• Experience working with a student information system and imaging system
• Experience using databases and computer systems for processing time-sensitive and confidential materials
• Experience working and leading in a call center environment

Skills For Call Center Manager of Customer Service Resume

• Experience using ACD phone system for reporting and performance analysis
• Experience in creating and implementing call center performance improvement programs
• Maintains an excellent working knowledge of the entire PSS operation, as well as developing department projects
• Contribute to a culture of service excellence by motivating and inspiring associates and leaders to deliver an exceptional member experience
• Develop and implement an engaging and effective project training plan in compliance with contract and client requirements
• Experience leading a Technical Support team consisting of Call Center reps and 2nd & 3rd Level technical specialists
• 2-3 years' experience managing in a call center environment/ team management
• Demonstrate quick problem solving and analytical capability
• Experience with managing a team of 5+ within a high volume atmosphere

List of Typical Responsibilities For a Call Center Manager Resume

Responsibilities for assistant call center manager resume.

• Demonstrated high level of written and verbal communications skills
• Strong ability to effectively balance Customer-Centric departmental values and Company Profitability to ensure maximum results in both areas
• Customer service/people oriented communication skills
• Grammatically correct written skills
• Communicate effectively with large and small groups
• Proven experience as call center manager or similar position
• Superior organization and time management skills
• Experience with scheduling systems
• Experience with invoicing systems

Responsibilities For Fs-call Center Manager Resume

• Strong understanding of business operations as a whole
• An understanding of the prioritization of workloads in a contact center
• Exhibit and nurture an environment committed to excellent service delivery
• Through demonstrated individual performance, promote the highest standards of ethical and professional conduct
• Handles high priority and escalated calls. Handles regular calls when needed to maintain SLAs
• Audits, researches, accumulates, and prepares data for reports on costs, quality and assurance, and day to day operational effectiveness
• Partner with the Account Management team to ensure the Client Database is up to date for effective management of driver calls

Responsibilities For Customer Service Call Center Manager Resume

• Demonstrate reliable and predictable attendance.
• Customer service manager experience in a call center environment
• Four years of professional experience in information, journalism, or public relations
• Proven ability to establish customer relationships and rapport over the phone
• Managerial/leadership experience is required

Responsibilities For Claims Call Center Manager Resume

• Over eight years of call center experience in operations and administration
• Knowledge and experience with call center technology and applications
• Solid know-how of call center operations
• Excellent command of spoken English and Mandarin, and written English and Simplified Chinese
• Experience with strategic initiative development and implementation
• Experience in people and project management

Responsibilities For Clinical Call Center Manager Resume

• Has experience in insurance industry
• Three years of call center management experience with two years in inbound operations management
• Experience in the field
• Schedule flexibility to work a 2nd shift and manage a team that operates 24/7
• Experience as Call Center Manager
• Management and employee engagement experience
• Previous experience in and Insurance or Medical Call Center

Responsibilities For Scheduling / Call Center Manager Resume

• Experience in a financial institution
• Upervisory/management experience
• TCF Experience
• Call Center, Branch Management or Branch Operations experience, preferable at TCF
• Call center experience in the role of a supervisor
• Directly related experience or equivalent

Responsibilities For Patient Access / Service Call Center Manager Resume

• Demonstrates proper telephone technique and etiquette
• Experience in a high-paced contact center
• Strong knowledge of Excel (advanced level) and other Microsoft software
• Experience as a Call Center Manager
• Leading, motivating, and developing a customer care center to deliver exceptional tech support service
• Coaching, and motivating call center staff on their performance
• Ensuring that all staff are kept informed of new working practices and technological changes

Responsibilities For Call Center Manager, BPO Resume

• Attending weekly meeting to review progress and any problems
• Utilizing WFM tools to predict future volumes, staffing, and performance
• Ensuring efficient staffing/labor counts, reduce employee retention
• Measuring and demonstrating the group productivity as well as the individual’s reports related to customer outcomes
• Partnering and working with the union
• Managing and continuously improving performance, development, quality, efficiency, and productivity of the tech call center

Responsibilities For National Call Center Manager Resume

• Making sure that calls are answered by staff within agreed time scales and in an appropriate manner
• Managing information and statistics
• Keeping a close eye on staff turnover, absenteeism and overtime
• Writing up correspondence that is to be sent to customers
• Maintaining top performance in program SLAs associated with employee availability and contact center performance
• Working knowledge of telecommunications technology and products
• Including hours of operations, special events and promotions
• Monitoring and taking note on random calls to improve quality, minimize errors and track performance

Responsibilities For Call Center Manager of Customer Service Resume

• Managing team of Member Service Representatives that are first point-of-contact for members regarding their healthcare benefits and plans
• Managing the daily operations of the call center
• Coordinating with, team leaders, operators and third parties to gather information and resolve issues as needed
• Recording statistics, user ratings and the performance levels of the center
• Conducting performance appraisals, bi-weekly 1-on-1 meetings
• Working with team leaders and Leidos HR to administer and track employee disciplinary actions (including suspensions and terminations when applicable)
• Reducing program penalties associated with QA SLAs

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Call Center Operations Manager Resume Samples

The guide to resume tailoring.

Guide the recruiter to the conclusion that you are the best candidate for the call center operations manager job. It’s actually very simple. Tailor your resume by picking relevant responsibilities from the examples below and then add your accomplishments. This way, you can position yourself in the best way to get hired.

Craft your perfect resume by picking job responsibilities written by professional recruiters

Pick from the thousands of curated job responsibilities used by the leading companies, tailor your resume & cover letter with wording that best fits for each job you apply.

Create a Resume in Minutes with Professional Resume Templates

• Create, perform and deliver reports / analysis and make recommendations for improvement – Operational Excellence
• Drives operational performance to improve customer satisfaction through effective forecasting, staff planning and workforce optimization
• Direct the employees and work to develop high performing teams and leaders
• Analyze and track team’s performance against defined metrics and drive continuous process improvement
• Oversee a team of technicians performing quality reviews of all call center personnel including but not limited to pharmacists, dieticians, and social workers
• Assist, facilitate and support Recruitment with the interview and selection process for attrition and projects (Open Enrollment or Specialty Call Center Work)
• Develop and drive improvement initiatives
• Prepares call center performance reports by collecting, analyzing, and summarizing data and trends
• Maintenance programs; calling for repairs; evaluating and implementing upgrades
• Planning and controlling implementations
• Manage and develop a team of 7-10 Team Leads / Supervisors
• Review operational reports with the Global Director of Operations on a regular basis and provide guidance to the team regarding future performance in order to continuously improve results
• Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs
• Maintains professional and technical knowledge by tracking emerging trends in call center operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies
• Run day-to-day management of and serve as primary point of contact for outsourced partners
• Exceed saves targets for both rate and volume on a monthly and annual basis
• Lead ethically and with integrity while managing high stress of sales floor
• Drive Retention efforts with focus on exceeding subscriber and revenue targets
• Focus on all key metrics in the call center environment including: sales conversion, third party verification saves, member satisfaction index, issue resolution, registration rate, cancel rate, service level, occupancy, and average handle time
• Effectively navigate operational roadblocks in a highly competitive outsourced environment
• Ensure proper business practices are followed and aligned with legal and regulatory guidelines
• Provide excellent customer service and present a professional demeanor and appearance
• Strong attention to detail
• Knowledge of windows-based computer operating systems and functional knowledge of word processing, spreadsheet and presentation software
• ASFPM Certified Floodplain Manager (CFM) or demonstrated strong knowledge of floodplain management
• Ability to perform in a sales oriented, goal driven call center environment
• Solid understanding of the economics related to the origination, sale and servicing of residential mortgage loans
• Solid understanding of the risk elements related to the origination, sale and servicing of residential mortgage loans
• Ability to analyze and interpret financial data
• Professional written, verbal and interpersonal skills
• Ability to handle multiple tasks accurately and effectively

13 Call Center Operations Manager resume templates

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• 40%: Operational – ensuring that key mandates for process and policy are consistently applied throughout the business line – early stage, account management stage and end stage. The incumbent owns the systems and workflows for the business line account management stage to ensure that they are appropriately aligned to support the effective and efficient management of accounts and that they support the adherence to policy and process mandates
• 5%: Cross functional – ensuring positive and productive interfaces across consumer collections specialty and support functions. The incumbent is responsible for ensuring that system and workflow interfaces with early stage and end stage specialty and support functions within Consumer Collections are working appropriately
• 30%: Reporting – the incumbent is responsible for developing, maintaining and distributing reporting that informs management of adherence to policy and process mandates and key performance metrics
• 3-5 years consumer collections or operational experience. Bachelors degree preferred but can be mitigated by experience. At BMO Harris Bank, we have been helping our customers and communities for over 130 years. Working with us means being part of a team of talented, passionate individuals with a shared focus on working together to deliver great customer experiences. We stand behind your success with the support you need to turn your potential into performance

Senior Retention Call Center Operations Manager Resume Examples & Samples

• Execute staffing requirements in line with volume fluctuations
• Customize incentive programs to drive results
• Critical analysis of call drivers leading to changes in process flows that improve the member experience and lead to increase sales and revenue attainment
• Work with internal quality team to ensure the best customer experience by focusing on process adherence, soft skills strengths, and proper tool usage
• Drive accountability through KPI attainment and close collaboration on action plans
• Identify gaps at the agent level impeding sales efforts and create appropriate training plan to address and improve
• Manage vendor relationship and accountability through weekly/monthly/quarterly business reviews
• Manage a team and demonstrate excellent communication, inclusiveness and collaboration skills
• Provide leadership, direction, training and guidance to associates
• Lead by example and support Williams-Sonoma, Inc.’s Mission, Vision and Core Values
• Manage the productivity, accuracy and efficiency of the distribution staff
• Meet all required metrics and setting new standards as the operation progresses
• Drive continuous improvement and customer service
• Manage third party relationships with the delivery provider and all performance metrics of the operation
• Develop plans and execute successfully to ensure KPI’s (Key Performance Indicators) are met pertaining to safety, service, cost and inventory integrity
• Maintain associate records including attendance and performance
• Requires a considerable level of independence to accomplish objectives and project
• Must have the ability to hold self and others accountable in a fast paced distribution or manufacturing environment
• Assist with senior management in the design implementation and project rollouts
• BA or BS (Logistics, Transportation, or Business Admin preferred) and 3-5 years of management experience, with 1 year experience managing a third party provider
• Proficiency in MS Office applications
• Strong customer service background, preferably with routing or scheduling experience
• Proven experience managing to meet P&L and KPIs goals
• Self-starter that can excel in a satellite operation
• Experience with "White Glove" home delivery and knowledge of Dallas and the surrounding areas are ideal
• Manage projects throughout life cycle from identification of problem through execution of solution
• Ensure that there is a clear focus on providing great customer service on every transaction
• Ensure that all direct reports have the resources, information and time to properly perform their duties
• Set clear, challenging but attainable goals for each direct report
• Ensure that quality is embedded in all products, services and processes
• Ensure that the appropriate quality control systems and processes are in place in the origination of loans
• Report operating results to senior management
• Encourage diversity within the organization
• Demonstrate professionalism and integrity in all actions and behaviors
• Experience in strategic planning and execution
• 5 years of direct, senior level leadership experience in a mid- to large-size residential mortgage banking business
• Knowledge in contracting, negotiating, and change management
• Skill in examining and re-engineering operations and procedures
• Experience in formulating policy, and developing and implementing new strategies and procedures
• Lead day-to-day management of Tactical Operations team and report back to senior management the high severity issues for the day
• Communicate in business terms to internal and external stakeholders, issue notifications, updates and resolutions
• Analyze and track team’s performance against defined metrics and drive continuous process improvement
• Serve as primary escalation point for potential impactful issues and outages
• Drive compliance against Standard Operating Procedures and general Rules of Engagement
• Monitor and analyze call patterns, intra- and inter-day activity and make adjustments as needed in real time to ensure optimal productivity and efficiency
• Create proper contingency plans to ensure that staffing remains as constant as possible in the event of an emergency
• Prepare and disseminate timely and accurate reports to operations management and clients
• Must have a minimum of 5 years call center industry experience - Technical Support Call Center experience strongly prefered
• Prior experience in call center management role reporting daily analytics and escalations to senior management preferred
• 2 years of Workforce management experience preferred
• Ability to create reports and utilize data to drive results
• Superior verbal and written skills
• Manages on-going departmental activities to ensure increasing efficiency of systems and necessary development of call center infrastructure to support business needs and produce high quality results to meet service goals
• Manages the coordination with Information Systems and other internal areas within the call center to design, test and implement system enhancements to support projects and other system initiatives
• Manages call volume forecasting and recommended staffing requirements to meet projected call volume and service level goals
• Manages centralized reporting of call center performance statistics to include exception reporting
• Consults with other BB&T call centers to determine feasibility of utilizing call center technology across various business units
• Manages system changes needed to support mergers to include routing and application and IVR enhancements. Forecasts staff, systems, equipment and facilities
• Serves as liaison with call center vendors in reviewing new technology, coordinating upgrades and maintaining support plans
• Plans and develops departmental budgets in accordance with established guidelines; administers compliance to meet budgetary goals and negotiates changes as required
• Makes recommendations for assigned personnel regarding employment, career development, performance evaluations, salary changes, promotions, transfers and terminations within established policies and guidelines
• Develops and maintains call center business recovery plan
• Bachelor's degree in a business or technical related field or equivalent education and related training
• Five years of systems operations and/or banking experience
• Proficiency with BB&T's banking systems
• Proficiency with call center applications
• Strong computer and technical skills

Senior Call Center Operations Manager Resume Examples & Samples

• Must have a minimum of 5-10 years call center industry experience - Technical Support Call Center experience strongly preferred
• Prior experience in a call center vendor management role preferred
• Ability to think both tactically and strategically in addressing customer support solutions
• Experience supporting remote and international teams
• Ability to work efficiently in a high demand, team oriented, and fast-paced environment
• Solid problem-solving skills and excellent Management skills
• Ability to work outside standard US business hours and days
• BS/BA degree
• Bachelor's (undergraduate) or Master's (graduate) degree in Engineering, Operations Management, Business or related discipline
• Strong leader skills with previous experience leading a contact center operations. The ideal candidate will have held a position such as site director
• Strong process engineering experience and training
• In depth knowledge and experience in process and quality improvement; Six Sigma Black Belt preferred
• Strong understanding of customer satisfaction survey methods
• 7+ years cross-functional or system-related project management experience
• 5+ years experience with service and support contact center operations including experience as a senior manager within the Manila BPO industry
• In-depth knowledge and experience utilizing structured project management methodology; PMP Certification preferred
• Leadership skills and proactive approach
• Ability to work with and understand a complex ecosystem of organizations and functions — leveraging the strength of a cross-functional, matrix organization
• Broad knowledge of customer support industry and future trends
• Excellent communication, negotiation and influencing skills
• Ability to work with a minimum of direct supervision or guidance from others
• Demonstrated business analysis skills
• Interpersonal sensitivity and responsiveness to customers
• Demonstrated ability to work with and lead remote and virtual teams
• Fluency in English, both written and verbal
• Confident and strong knowledge around the product, pricing, procedures, and promotions, and CS System
• Partner with support departments both domestic and global to develop implement best solutions
• Proactively identify issues and opportunities to improve the operational efficiency
• Achieve the operational KPI’s that are established in the client contracts as well as internal goals
• Provide customer intelligence to all stakeholders of the business
• Understand and manage profitability measures and drivers
• Create and maximize relationships with internal and external partners
• Publish regular reports to all stakeholders
• Continuous improvement of processes and procedures for the program
• Communicate with customers in a professional manner
• Comply with all security and confidentiality regulations of the company
• Lead, coach and develop exempt-level direct report employees
• Oversee day to day call center activities in multiple call center programs, several of which are governed by contracts with varying terms and SLA’s
• Partner with internal stakeholders to identify and solve for gaps and/or continuous improvement opportunities in the business
• Ensure policies and procedures are consistently applied across multiple sites
• Call center experience, ideally in a leadership role. BPO experience highly desired
• Skilled at change management
• Minimum of three years in a leadership role/position or proven leadership experience
• Bachelor’s degree or relevant work experience
• Strong Project Management skills
• Must be comfortable using retention strategies to sell and upsell customers
• Basic computer skills, including Windows based software and internet browsing
• Ability to meet and exceed production goals and standards
• Ability to work in a high energy, fast paced environment
• Must be able to successfully pass our post-offer, pre-employment background screen, which will include a credit check, criminal background, previous employment, education and drug screen
• Drive the growth of revenue and profitability and deliver improved, quantifiable results in individual and team performance
• Work with director to manage all aspects of lead generation, development and conversion and to implement programs and processes that will enhance profitability to the team
• Create and foster an environment that promotes team effectiveness, cooperation, motivation, collaboration, inclusiveness and professional growth
• Responsible for the supervision, coaching, training and leadership of staff
• Analyze program results and identify opportunities for increased performance while
• Heavy interaction with Client, Operations,Broker Services, account management and assigned team within a multi-shift environment
• Counsels to ensure escalated issues are handled appropriately to department standard operating procedures
• Analyzes operational practices for process improvement opportunities
• Maintain and monitor performance, production, attendance and punctuality of staff
• Develop reports as needed to track results
• Ability to motivate and develop Senior Coordinators for succession planning
• Inside sales experience
• Service center technology, including Automated Call Distribution , Interactive Voice Response and Customer Relationship Management experience preferred
• Extensive experience in service-center management
• Experience with post-sales customer retention and churn reduction
• Strong planning and organizational skills required
• Financial aptitude
• Proven track record of leading a large team of direct reports
• Planning skills

Call Center, Operations Manager Resume Examples & Samples

• Determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews
• Accomplishes call center human resource objectives by recruiting, selecting, orienting, training, assigning, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures. Conduct regular performance reviews and one-on-one meetings with direct reports to evaluate their performance against the department goals. Escalates issues appropriately
• Meets call center financial objectives by estimating requirements; scheduling expenditures; analyzing variances; initiating corrective actions

Clinical Call Center Operations Manager Resume Examples & Samples

• Manages day to day operations including: monitor call center performance metrics to ensure client service guarantees are met, ensuring clinical aspects of the clinical call center are accurate, and necessary guidelines are being followed
• Responsible for all recruiting activities for clinical call center staffing, including establishing candidate requirements and compensation levels
• Establish departmental performance standards for team performance including but not limited to productivity, quality, and attendance and provides regular feedback to team regarding their individual achievements
• Manage client implementation process for the clinical call center, including hiring and training for new volume, implementing all client specific processes and coordinating with client and implementation teams on all clinical programs/services being implemented through the clinical call center
• Supports, plans, and prepares for client site visits
• Collaborate with team leaders to optimize operational processes and identify improvement opportunities to improve quality
• Work with team leaders to develop plans and priorities that address / resolve operational challenges
• Other duties as assigned by Sr. Director, Pharmacy Services - Clinical Call Center
• This position is onsite in Schaumburg, Illinois
• Registered pharmacist with current active pharmacist license required (Pharm D or B.S. degree is required)
• At least 2 years of experience within an operations management role, preferably within retail pharmacy or clinical setting
• Ability to recognize the needs of the staff, heighten morale, and promote team engagement
• Ability to understand what style of conflict resolution is best suited for a particular situation
• Ability to determine the needs of each individual team member and assist them in achieving set goals
• Proficiency with Excel and PowerPoint
• Highly motivated and self-directed with the ability to motivate the team
• Ability to interact cross functionally within the organization, assess various viewpoints and arrive at a solution that best meets organizational needs
• Excellent time management, organizational, and prioritization skills and ability to balance multiple priorities
• Ability to effectively present information and respond to questions from groups of associates, managers, senior leadership, and clients
• Adaptable and able to move with change, while maintaining a positive attitude and a strong role model for the team
• Willing to work flexible hours in a fast paced environment
• Prior PBM experience
• Prior experience managing client and / or regulatory required reporting processes
• Exposure, or experience with, LEAN six sigma management practices
• Provide leadership for centralized phone operations, including appointment scheduling and coordination with medical advice
• Assures members receive appropriate, accessible primary care and specialty services through the appointment making and advice process
• Manage service level to meet goals of 80% calls answered in 60 seconds or less and an average speed of answer of one minute or less. Partner with learning and development to achieve a 95% quality score
• Achieve member and patient satisfaction in accord with regional goals and standards
• Develop and maintain a competent and professional staff in a culture which maximizes a sense of staff having influence over their work in accord with regional goals for People Pulse. Create safe and secure environment where harassment is not tolerated. Foster environment that encourages and supports influence and involvement at all levels
• Budgetary accountability for operating plans and outcomes that support operational goals and objectives
• Supports implementation of the Region's strategic plan achieving targeted measures of success; actively support and participate in cross-functional planning&quality measurement activities
• Regulatory and accrediting agencies - inspections, compliance reviews and surveys as needed
• Demonstrate the ability to organize, deploy and motivate diverse project teams
• Manage multiple projects simultaneously
• Collaborate with key physician leaders and key stakeholders including Chiefs and Department Administrators of Call Center/After Hours Care, Internal Medicine, Pediatrics, OB/Gyn, Behavioral Health, Specialties and Ancillaries
• Provide leadership to handle crisis situations, maintain calm solution oriented approach when responding to emergency situations and our calls
• Participate and co-chair on Labor Management Partnership teams
• Participate on Inter-regional teams and site visits
• Function in the role of Call Center Director in their absence
• Minimum ten (10) years of management and supervisory experience to include involvement with significant volume in phone
• Minimum five (5) years of interpreting or using quantitative reports to measure and evaluate department and individual performance
• Minimum two (2) years using call routing, IVR or CRM related technology to manage goals and targets
• Minimum three (3) years of health care management experience preferred
• Minimum three (3) years of experience managing supervisors and teams with ten (10) plus members preferred
• Demonstrated experience in broad change leadership preferred
• Master's degree in business administration, health care administration or related field preferred
• CCOM will be responsible for the day to day operations of pharmacy technicians and quality oversight for all of Clinical Operations and will serve as a SME for the application system
• Responsible for the communication for the call center operations
• Engages with leaders on the pharmacy team to identify opportunities for workflow enhancements
• Will maintain multiple project plans at a time and ensure the sustainability of all programs
• Maintain reporting on call center performance through daily forecasting
• Will support quality initiatives across the organization as well as Develops and implements strategies and quality initiatives as needed to develop and support the business
• Responsible for maintaining the operational integrity of the call center
• 5+ year experience managing a call center
• Prior experience managing pharmacy technicians
• Prior experience with workforce management
• Prior experience forecasting staffing allocations to meet business needs
• Prior MTM call center Experience
• Prior Sales Experience
• Prior Experience recruiting for a building a large team
• Prior experience training staff and performing quality assurance reviews
• Excellent written and verbal communication and relationship building skills
• Ability to work independently, as well as a member of a team
• Proficient with Microsoft Word, Excel, Outlook, PowerPoint, Visio
• Prior Experience with business development
• Prior Experience with telecom enhancements
• Prior Experience with data analytics

Experienced French Call Center Operations Manager Resume Examples & Samples

• Operational management - ideally in an outsourcing context
• Time management, self-motivation and the ability to work on your own initiative
• Inspiring people, interpreting visions and translating them into operational reality
• Achieving service excellence, monitoring organizational metrics and undertaking performance reviews to be reported to our client
• Promoting a culture of open and honest communication and an environment that encourages team spirit
• Work with client to determine contact center and other service operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; and defining user requirements and productivity, quality, and customer-service standards
• Maintain and improve contact center and other service operations and enhance customer satisfaction by monitoring overall system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing process improvement and quality assurance programs
• Identify and implement enhancements that improve customer experience and improve integration with other contact centers
• Build and maintain a high performing team; identify and fill staffing needs, assess staff performance, and address issues; administer scheduling systems; and communicate job expectations
• Understand, enforce, and update the contact center and other service operations policy and procedures
• Prepare contact center and other service function performance reports by collecting, analyzing, and summarizing data and trends
• Monitor and manage quality assurance of customer facing products and services
• Communicate effectively with internal and external customers
• Define and implement processes to ensure timely and accurate responses to stakeholder inquiries and requests for data
• Direct subcontractors and monitor their compliance with contractual commitments
• Provide inputs for white papers and proposals
• Provide accurate, concise reporting
• NOTE: This position can be based out of Gaithersburg, MD or Alexandria, VA
• Requires a BA/BS or equivalent experience and 8+ years of prior relevant experience or Masters with 6+ years of prior relevant experience. Generally has 4+ years of experience supervising or leading teams or projects
• Minimum of three years of experience in a call center leadership role simultaneously supporting multiple clients from the same call center; and at least one year of experience managing call center supervisors
• Demonstrated knowledge and experience in the areas of flood insurance and flood mapping
• Competency using MS Project and MS Word, Excel, and PowerPoint
• Experience presenting briefings to senior customer management, customer stakeholders, and company management
• Experience in managing contact center consolidation
• Bachelors degree from an accredited university or college with major course work in business, marketing, communications, retail management or equivalent work experience
• Extensive experience in management and operations management in a customer service or call center environment
• Strong organizational and strategic planning skills
• Client advocate with strong customer service skills
• Ability to coach and develop program management to drive program performance
• Flexibility and versatility in problem analysis and resolution requiring attention to detail
• Ability to communicate across functional lines
• Ability to analyze and interpret qualitative and quantitative data
• Excellent interpersonal, written and oral communications and organizational skills
• Strong understanding of TeleTech’s business, core values, and goals
• Ability to manage multiple, complex, on‐going tasks and projects
• Strong analytical, verbal and written communications skills
• Technology acumen and reporting
• Strong coaching skills
• Determines contact center operational strategies by conducting needs assessments, benchmarking, capacity planning and cost/benefit analyses
• Identifies and evaluates emerging technologies; defining business requirements, establishing technical specifications, productivity, quality, and customer-service standards; contributing information and analysis to inform organizational strategic plans
• Supports contact center systems and implements technology projects to deliver better customer and user experiences including voice/data networks, voice response systems, chat/email platform, online self-service tools, computer telephony integration, workforce management, order management
• Maintains and improves contact center operations by monitoring system performance, identifying and resolving problems, preparing and completing appropriate action plans, completing system audits and analyses, managing system, process improvement and quality assurance programs and installing upgrades as needed
• Supports talent acquisition, employee development and retention utilizing industry and company best practices for recruiting, onboarding, training, and ongoing performance management. Sets clear expectations, providing ongoing coaching and enforcing policies and procedures
• Leads planning and budget process to ensure all financial objectives are met through effective planning, budget modeling and preparation, staffing and scheduling
• Responsible for creating and delivering contact enter performance reports; collecting, analyzing, and summarizing data, identifying trends and creating appropriate action plans
• Maintains equipment by evaluating and installing new hardware as needed, developing preventive maintenance programs, following up on repairs, evaluating and implementing upgrades
• Sees new assigned tasks as challenges and opportunities to learn more
• Shares ideas/suggestions with peers and supervisors
• Shows pro-active behavior
• Interacts and communicates with other staff/departments mainly about job related issues
• Is willing to help others
• Is courteous and responsive
• Develop, implement, enforce and make decisions on established policies and procedures
• Maintain, train, orient, mentor and evaluate department staff
• Identify problem employees and correct personnel problems
• The company vision, values and culture are understood, communicated and positively promoted
• Define and publish staff schedules based on service demand and in accordance with collective agreements
• Ensures excellent, on-time service for paratransit service to the elderly and disabled
• Participate in and advise senior management regarding strategies and relationships
• Ensures all safety regulations are being observed and all training methods are adequate and effective
• Organize and coordinate call center training programs for new hires and refresher customer service training programs
• Assigns work duties to qualified employees to ensure adequate coverage of all shifts
• Monitor all agents to ensure timely communication of passenger cancellations or changes as required
• Provides coverage during peak service times and during employee shortages
• Maximize wage to revenue percentages and minimize non-revenue and OT wages
• Define and publish driver schedules based on service demand and in accordance with collective agreements
• Ability to read, write and speak English
• Able to use multi-line phone system
• Ability to work independently and objectively
• Work directly with the Call Center Director to ensure all daily, weekly and monthly operational goals and Key Performance Indicators are achieved
• Continuously assess Call Center volume and prioritize allocation of resources to meet needs
• Work with Team Supervisors to ensure escalated cases and call backs are completed
• Redirect resources when necessary to cover gaps; partnering with WFM
• Participate and lead business continuity activities (DR and Weather Events)
• Develop and maintain a relationship with Client Management team
• Partner with the Call Center leadership team to ensure all aspects of Call Center operational effectiveness is consistent with organizational goals
• Supervise and work closely with Team Supervisors to monitor performance and resolve operational issues
• Collaborate with leaders to make timely, accurate and appropriate decisions – business as usual, annual enrollment and other project work
• Coordinate and facilitate staff meetings as well as daily interaction, coaching and motivating of direct reports
• Provide high-level customer service and collaborate with Team Supervisors to resolve complex / escalated customer concerns
• Work closely with Human Resources and the Team Supervisors regarding disciplinary action, coaching, administering policies and team member activities
• Complete special projects and perform other duties as needed
• Call Center Operations
• Benefits (HW, DB, DC)
• Intermediate experience with MS Word and MS Excel, required
• Experience in RKS or BA7, preferred

Related Job Titles

8 Call Center Resume Examples & Writing Guide

Land a call center job with a resume that gets you hired. Our guide provides 8 real resume examples and step-by-step tips to showcase your customer service skills. Learn how to write each critical section, from your summary to work history. Plus, discover key skills to include. Follow our expert advice to create a resume that wows hiring managers.

A strong resume is very important when applying for call center jobs. Hiring managers go through many applications, so your resume needs to quickly show that you have the right skills and experience for the role.

In this article, you'll find 8 real-life examples of call center resumes that worked. You'll also learn useful tips for making your own resume stand out. These ideas will help you highlight your customer service skills, problem-solving abilities, and any call center experience you already have.

By the end of this guide, you'll know exactly what to include in each section of your call center resume. Whether you're applying for your first call center job or looking to move up in your career, these strategies will give you the best chance of landing an interview. Let's jump right in and start with the resume examples.

Common Responsibilities Listed on Call Center Resumes

• Answering inbound customer calls and providing information, support, and assistance
• Handling customer complaints, inquiries, and requests in a professional and courteous manner
• Maintaining and updating customer records and databases
• Meeting or exceeding call quality and efficiency metrics, such as average handle time and customer satisfaction scores
• Upselling and cross-selling products or services to customers when appropriate
• Collaborating with team members and supervisors to resolve complex customer issues and improve processes
• Adhering to company policies, procedures, and scripts while on calls
• Participating in ongoing training and development programs to enhance skills and knowledge
• Escalating calls to supervisors or specialized departments when necessary
• Troubleshooting and resolving technical issues related to products, services, or customer accounts
• Maintaining a positive and professional demeanor, even when dealing with difficult or upset customers
• Documenting call details, customer interactions, and outcomes in the company's CRM system
• Flexibility to work various shifts, including evenings, weekends, and holidays, to provide 24/7 customer support

How to write a Resume Summary

Crafting an outstanding summary or objective section in your resume is a critical step towards drawing the attention of potential employers in your journey to land a desirable role. As a call center representative, you'll be aware of the need for clear and effective communication, and these skills should reflect in your resume as well. This introduction serves as an appetizer to entice potential employers to delve deeper into your professional portfolio, hence its significance.

Understand the Purpose of a Summary/Objective Section in a Resume

A resume's summary or objective section is intended to encapsulate your professional experiences, skills, and unique attributes in just a few sentences. It sets the stage for the remainder of your resume by giving the reader a snapshot of who you are as a professional. Whether you're an experienced call center representative or just starting, a strategic, well-constructed summary or objective can certainly demonstrate your value and commitment to potential employers.

In some cases, your summary/objective section can be a determining factor whether your resume gets duly considered or overlooked by hiring personnel.

Approaches to Writing a Summary/Objective Section

There are more than a few ways to approach writing your objective or summary section, and the better suited approach depends greatly on your level of experience in the field and the expectations/demands of the role you're vying for. Simply put, it's essential to align your summary or objective section with your personal experience level and the specific role you're applying for.

If you're an experienced call center representative with several years of practical knowledge, your summary might focus more on your range of experience, crucial milestones, or key domains where you've had significant impact.

Conversely, if you're seeking an entry-level position or making a career transition into a call center role, your objective statement might be more focused on the transferable skills you bring to this new role and your eagerness to learn and grow as a professional.

Key Components of a Summary/Objective Section

Relevant Experience: Discuss your professional background in clear, concise terms. Make certain to highlight any specially relevant experience that aligns with the call center position you're seeking.

Transferable Skills: Highlight the skills you've developed that are relevant to the role you're applying for. As a call center representative, these might include excellent verbal and written communication skills, fluency in multiple languages, conflict resolution, or customer service.

Professional Traits: Avoid generic descriptions and go for clear, specific traits you possess that are valued in the call center industry. These could range from patience and empathy to efficiency and accuracy.

Career Goals: While it's crucial to make your summary/objective about your past experiences and current abilities, also remember to provide a peek ahead. Briefly state your goals for progress in the call center industry. It shows future-focused thinking and professional ambition.

In sum, when writing the summary/objective section of your call center resume, aim to showcase your professional narrative concisely and compellingly. Make it serve as enticing exposition that propels the reader to learn more about your professional journey. Be mindful to adapt your approach depending on your experience level and directly tie your summary or objective to the role for which you're applying. With a captivating summary or objective section, you’ll be well on your way to making a powerful first impression with your resume.

Remember, this section - though short - can significantly influence an employer's first impression of you. Make sure it's a great one!

Strong Summaries

• Dedicated call-center professional with over 7 years of experience in customer support roles. Skilled in maintaining excellent communication, solving problems, and handling customer inquiries and complaints. A consistent track record of meeting performance benchmarks in all areas.
• Experienced call-center representative with a demonstrated history of working in high-pace, demanding businesses. Noted for exceptional multi-tasking abilities, and highly flexible schedule. Excels in providing courteous and diligent customer service.
• Customer Service Specialist with 5+ years in call center environments. Proven abilities in problem-solving, troubleshooting and providing high-class customer service. Ready to ensure customer satisfaction and contribute to company success.
• Energetic Call Center Operator skilled in connecting with people and building relationships. Offers strong interpersonal and task management skills. Expert in handling high-stress situations and resolving customer inquiries in a timely manner.

Why these are strong ?

These examples are good because they each provide a slightly different angle on a similar theme -- each one highlights the person's experience in the field, their skill set, and then communicates a unique strength or characteristic that sets them apart. They not only talk about their role-specific skills, but also encompass broader skills like problem-solving, multi-tasking, and customer service that are valuable in any job. Statements like 'excellent communication', 'highly flexible schedule', 'problem-solving', etc., can make the candidate more appealing to potential employers.

Weak Summaries

• In my previous jobs, I was just talking with clients on the phone, nothing too complex. Now looking for a call center job
• I had a job where I had to answer phone calls and solve some issues. Now looking seeking my next opportunity.
• I was part of my last company's call center team doing some stuff like answering phone calls and handling customer complaints. Excited for my future career moves.
• I was a call center employee at my old work. I talked to angry customers and worked with people. Ready for my next job now.

Why these are weak ?

The 'bad' examples provided do not show any unique or specific attributes that would set the applicant apart from others. They are vague, overly simplistic and lack details. It does not provide insight into the applicant's experiences, accomplishments or skill sets, but rather reduces their previous role to 'just talking to customers'. The language is also too informal (e.g., 'doing some stuff'). The lack of specificity and professionalism in these statements could signal to potential employers that the applicant does not take their work seriously or that they lack the necessary skills.

Showcase your Work Experience

A work experience section on your resume doesn't merely list the places you've worked and the duties you've managed. It showcases the skills, knowledge, and experiences you've gained during your work life. The purpose is to convince hiring managers you're the right fit for their open position, even without them meeting you.

Understand The Job You're Applying For

First off, you need to understand the job you're applying for. Look carefully at the job description. Identify the skills, experiences, and achievements that the role requires. You would aim to align your work experience with these requirements.

Tailor Each Job Description To Match The Role

Instead of mentioning every job you've ever had, focus on the most relevant ones that can contribute build a solid argument on your candidacy. Under each former role, avoid merely listing your job duties. Instead, discuss your responsibilities and package them as achievements and successes.

Quantify your achievements and impact in each role using specific metrics, percentages, and numbers to demonstrate the tangible value you brought to your previous employers. This helps hiring managers quickly grasp the scope and significance of your contributions.

Use Action Words And Numbers

Remember, you’re trying to impress your future employer, so begin each point with an action verb to add a punch to your statements. Also, quantify your accomplishments where possible to give more substance to your achievements.

Show Casing Your Skills

Align the skills you discovered or improved during your previous roles with the ones the employer is in need of. Keep in mind though, you shouldn't just mention a skill, but give evidence of how you've used it effectively.

It's Not a One-Size-Fits-All

Every resume is unique, yours included. Don’t use the same phraseology for every job application. Customize your resume to suit the job you're applying for. In every word that follows your name on your resume, remember your objective: to convince the reader that you are worth considering for the role.

Always put yourself in the recruiters' shoes and answer this question: "If I were the hiring manager, would I hire this candidate based on the work experience provided?"

Strong Experiences

• Managed inbound and outbound calls in a timely manner
• Identified customer needs and provided appropriate solutions
• Responsible for maintaining a high level of professionalism with clients
• Proactively identified operational challenges and proposed solutions
• Achieved 95% customer satisfaction rate in resolving issues quickly and efficiently
• Increased team efficiency by sharing product knowledge and customer service techniques
• Recognized consistently for performance excellence and contributions to success in the customer service industry

These examples are good because they clearly outline the responsibilities and achievements of the person. Terms like 'managed', 'identified', 'responsible', and 'achieved' denote action which employers appreciate. These bullet points also quantify achievements, like '95% customer satisfaction rate', 'increased team efficiency', making them more concrete and believable. An employer can easily understand the candidate's role, skills, and accomplishments, which could increase their chances of being shortlisted for an interview.

Weak Experiences

• Worked in call center.
• Employee at a call center.
• Did stuff at a call center.
• Got promoted in my call center job.
• Handled a lot of calls.

These examples are all considered bad examples for bullet points in the work experience section of a resume for a Call Center. They are all very vague and don't give the potential employer any specifics about what the applicant has accomplished. 'Worked in call center' and 'Employee at a call center' don't offer any detail about the type of work performed or the applicant's responsibilities. 'Did stuff at a call center' is slang and unprofessional; it also lacks detail. 'Got promoted in my call center job' offers more information, but it doesn't say what role the person was promoted to or how they excelled in their duties to earn that promotion. Finally, 'Handled a lot of calls' is too general and doesn't quantitatively demonstrate the individual's accomplishments or capabilities.

Skills, Keywords & ATS Tips

In the bustling world of Call Centers, two types of skills often stand out: hard skills and soft skills. Each plays a crucial role in ensuring you shine in your role and make a lasting impression on both your team and your customers.

Hard Skills in a Call Center Resume

Hard skills refer to those abilities you can clearly determine and measure. They are often tied to technical know-how or specific task-based skills. In call centers, this could mean being proficient in a certain language, having a fast typing speed, or being able to navigate customer relations management (CRM) software smoothly.

Such skills are the concrete building blocks of your resume. They provide a clear and reliable snapshot of what you can do which can help prospective employers quickly recognise your value. More importantly, these skills can significantly improve your chances of making it past initial screenings, such as those implemented by applicant tracking systems (ATS).

Soft Skills in a Call Center Resume

While hard skills may provide the foundation of your abilities, it’s your soft skills that give shape to your potential and how you function in a team. Soft skills are non-technical abilities that impact how you work and communicate with others. Since call centers often involve a lot of people interaction, having robust soft skills is paramount.

Key soft skills may include active listening, problem-solving, excellent communication, and empathy, among others. These skills can help you manage difficult situations, resolve conflicts, and lead with a customer-centric approach - all of which are vital in call center environments.

Link Between Keywords, ATS, and Matching Skills

In the age of technology, keywords have become pivotal in bridging the gap between your skills and the job you're applying for. Keywords represent the specific skills or experiences that a job description asks for.

For example, if a call center job description mentions the phrase "customer service experience", it becomes a keyword. Incorporating such phrases in your resume can make it relevant to that particular job, thereby increasing your chances of being shortlisted.

Applicant Tracking Systems, or ATS, are automated systems used by many employers to scan, sort, and rank job applications. These systems often rely heavily on keywords. That’s why using the right keywords can mean the difference between your resume being noticed or being lost in the shuffle.

To have the most effective resume, ensure that it mirrors the vocabulary or the 'language' used in the job description, covering both hard and soft skills. The more your resume speaks the employer's language, the higher the chances it will make it past these ATS and grab the employer's attention.

In essence, hard skills, soft skills, and the right use of keywords create a powerful combination that can help your call center resume rise above the rest. It’s about showcasing your technical prowess while at the same time demonstrating your ability to connect with others. Add a sprinkle of strategic keyword usage, and your resume will not only pass through Applicant Tracking Systems but also capture the interest of your prospective employers.

Top Hard & Soft Skills for Full Stack Developers

Hard skills.

• Customer Service
• Technical Support
• Problem Solving
• Inbound Calling
• Outbound Calling
• Multitasking
• Product Knowledge
• Billing Solutions
• Sales Strategies
• Telecommunications
• Conflict Resolution
• Crisis Management
• Telemarketing
• Software Usage
• Collections
• Fraud Detection
• Safety Adherence
• Record Keeping
• Familiarity with CRM

Soft Skills

• Communication
• Active Listening
• Stress Management
• Friendly Demeanor
• Negotiation
• Cultural Sensitivity
• Flexibility
• Critical Thinking
• Self-Motivation
• Time Management
• Reliability
• Positive Attitude
• Conflict Management
• Decision Making
• Self Control

Top Action Verbs

Use action verbs to highlight achievements and responsibilities on your resume.

• Followed-up

Education & Certifications

In adding education and certificates to your resume as a call center agent, your first step is to create a section titled 'Education'. Here, you'll list the schools you've attended in reverse chronological order (most recent first), including the degree/diploma/certificate obtained and completion date. For specific certifications, create a separate section titled 'Certifications'. Detail the certification title, issuing body, year granted, and validity period, if applicable. Notably, always tailor these sections to highlight relevant education and certifications for the job you're applying for.

Some of the most important certifications for Call Centers

Specifies requirements for customer contact centers, including staff management and development.

Recognizes call centers that meet objective and quantitative best practice standards.

Resume FAQs for Call Centers

What is the best format for a call center resume.

The most effective format for a call center resume is the reverse-chronological format. This format emphasizes your most recent work experience first, which is important for call center hiring managers. It also makes your resume easy to read and highlights your career progression.

How long should a call center resume be?

A call center resume should typically be one to two pages long. If you have less than 10 years of experience, aim for a one-page resume. If you have more than 10 years of experience or are applying for a senior-level position, a two-page resume is acceptable. Always prioritize relevant information and be concise.

What are the most important skills to include on a call center resume?

When writing a call center resume, focus on skills such as customer service, communication, problem-solving, and technical proficiency. Highlight your ability to handle high-pressure situations, multitask, and meet performance metrics. Tailor your skills section to match the requirements mentioned in the job description.

How can I make my call center resume stand out?

To make your call center resume stand out, use a clear and professional format, and include a strong summary statement that showcases your most relevant skills and experiences. Quantify your achievements whenever possible, such as mentioning the number of calls handled per day or customer satisfaction ratings. Additionally, customize your resume for each job application to demonstrate your fit for the specific role.

Call center agents are the voice of a company, handling customer inquiries, complaints, and support requests. Core responsibilities include active listening, providing excellent service, and resolving issues. To craft a standout call center resume, highlight customer service experience and strong communication skills. Emphasize your ability to handle stressful situations with poise. Use a clean format and incorporate metrics that showcase your proficiency.

Highly motivated and customer-centric professional with over 5 years of experience in call center operations. Proven track record of consistently exceeding performance metrics and delivering exceptional customer service. Skilled in conflict resolution, problem-solving, and building strong relationships with clients. Seeking a challenging role in a dynamic call center environment to leverage my expertise and contribute to organizational success.

• Consistently achieved top 5% in key performance metrics, including first call resolution and customer satisfaction scores.
• Handled escalated customer complaints and complex inquiries, successfully resolving issues and restoring customer confidence.
• Mentored and trained new hires, fostering a supportive team environment and ensuring adherence to company standards.
• Collaborated with cross-functional teams to identify process improvements, resulting in a 15% reduction in average handle time.
• Recognized as "Employee of the Month" three times for outstanding performance and commitment to customer service excellence.
• Consistently met and exceeded daily, weekly, and monthly sales targets, contributing to a 20% increase in revenue.
• Demonstrated expertise in product knowledge and provided tailored solutions to meet customer needs and preferences.
• Maintained a high level of professionalism and composure when handling challenging customer interactions.
• Actively participated in team meetings and provided valuable insights to improve call center processes and customer experience.
• Received multiple positive customer feedback reports, highlighting my dedication to delivering exceptional service.
• Quickly adapted to new product lines and efficiently handled a high volume of inbound customer inquiries.
• Maintained accurate and detailed customer records using CRM software, ensuring timely follow-up and issue resolution.
• Collaborated with teammates to share best practices and develop strategies for handling complex customer scenarios.
• Proactively identified opportunities for process improvements and made recommendations to management.
• Consistently received positive feedback from customers for my friendly demeanor and effective problem-solving skills.
• Effective Communication
• Adaptability
• CRM Software
• Call Handling
• Complaint Handling
• Quality Assurance

A bank call center employee serves as the voice of the institution, handling customer inquiries, resolving issues, and providing detailed account information over the phone. Success requires excellent verbal communication skills, the ability to problem-solve effectively, and a strong commitment to outstanding customer service. When crafting your resume for this role, highlight any prior experience interfacing with customers via calls or in-person. Emphasize your proficiency with relevant banking software, products, and procedures. Demonstrate your capacity to remain calm, empathetic, and professional in potentially stressful situations. Clearly convey your passion for helping others and resolving customer concerns.

Highly motivated and customer-oriented professional with a proven track record in providing exceptional support in fast-paced call center environments. Adept at handling complex inquiries, resolving customer concerns, and maintaining a positive attitude under pressure. Committed to delivering superior service and fostering long-term customer relationships.

• Consistently achieved a 95% customer satisfaction rate by providing prompt and accurate assistance to a high volume of callers
• Demonstrated expertise in resolving complex banking issues, including account disputes and fraudulent activity
• Collaborated with cross-functional teams to implement process improvements, resulting in a 20% reduction in average call handling time
• Received the "Employee of the Quarter" award twice for outstanding performance and dedication to customer service
• Trained and mentored 5 new hires, ensuring they were equipped with the necessary skills and knowledge to succeed in their roles
• Handled an average of 80 inbound calls per day, addressing a wide range of banking inquiries and concerns
• Maintained a 98% adherence to schedule and consistently met or exceeded key performance metrics
• Developed a comprehensive knowledge base of banking products and services, enabling me to provide accurate and tailored solutions to customers
• Participated in a pilot program to test new call center software, providing valuable feedback and suggestions for improvement
• Volunteered to take on additional responsibilities during peak call volumes, demonstrating adaptability and a strong work ethic
• Provided exceptional customer service to a diverse client base, handling an average of 60 calls per day
• Maintained a thorough understanding of bank policies and procedures to ensure compliance and minimize risk
• Assisted in the development and implementation of a new training program for incoming call center representatives
• Consistently exceeded sales targets by identifying opportunities to cross-sell and upsell banking products and services
• Collaborated with the fraud prevention team to identify and report suspicious account activity, helping to protect customers' financial assets
• Attention to Detail
• Banking Knowledge
• Sales Skills
• Call Center Software

A Call Center Manager oversees all operational aspects of an inbound and/or outbound call center. Their resume should highlight proven leadership skills and the ability to motivate teams, implement effective processes, and drive key service metrics. Relevant experience managing call center staff, training programs, and quality assurance initiatives is essential. Quantify achievements such as increased customer satisfaction scores or reduced wait times. Tailor your resume to each specific role's requirements.

Seasoned call center manager with over 12 years of experience in leading high-performing teams to deliver exceptional customer service. Proven track record of implementing efficient processes, driving key performance metrics, and fostering a positive work culture. Adept at leveraging data analytics to optimize operations and enhance customer satisfaction.

• Oversee a team of 50+ call center representatives, providing guidance, coaching, and performance evaluations
• Implemented a comprehensive training program, resulting in a 25% reduction in average handle time and a 30% increase in first-call resolution
• Collaborated with cross-functional teams to streamline processes and improve customer experience, leading to a 20% increase in customer satisfaction scores
• Developed and monitored key performance indicators (KPIs) to ensure consistent quality and productivity
• Introduced a gamification program to boost employee engagement and motivation, resulting in a 15% decrease in staff turnover
• Assisted in managing a team of 30 call center agents, providing day-to-day support and guidance
• Implemented a quality assurance program, conducting regular call monitoring and feedback sessions, resulting in a 15% improvement in customer satisfaction
• Developed and delivered training sessions on product knowledge, sales techniques, and customer service best practices
• Analyzed call center metrics and provided recommendations to senior management for process improvements
• Mentored and coached high-potential agents, resulting in a 20% internal promotion rate
• Led a team of 15 customer service representatives, ensuring high levels of customer satisfaction and efficiency
• Developed and implemented a peer-to-peer coaching program, resulting in a 10% increase in team performance
• Collaborated with the training department to create and deliver customer service training modules
• Conducted regular team meetings and one-on-one sessions to provide feedback, guidance, and support
• Recognized as 'Team Leader of the Year' for outstanding leadership and team performance in 2014
• Call Center Management
• Team Leadership
• Performance Management
• Training and Development
• Data Analysis
• Process Improvement
• Coaching and Mentoring
• Workforce Management
• Vendor Management
• Budgeting and Forecasting
• Change Management
• Emotional Intelligence

An inbound call center representative handles customer inquiries and complaints via phone, requiring excellent communication, multitasking, and problem-solving abilities. When writing a resume, highlight experience managing high call volumes using CRM systems and providing exceptional customer service. Quantify achievements like call handling times, resolution rates, and satisfaction scores. Emphasize active listening, empathy, and the ability to calmly resolve conflicts.

Dedicated and skilled inbound call center professional with a track record of delivering exceptional customer service and efficiently resolving inquiries. Adept at building rapport with customers, identifying their needs, and providing tailored solutions. Demonstrates strong active listening skills, empathy, and a knack for problem-solving in high-volume environments.

• Consistently exceeded call quality and customer satisfaction metrics, ranking in the top 5% of the team.
• Resolved an average of 100+ customer inquiries per day, maintaining a 95% first-call resolution rate.
• Demonstrated adaptability by quickly learning new products and services, ensuring accurate information delivery to customers.
• Received multiple 'Employee of the Month' awards for outstanding performance and commitment to customer service excellence.
• Managed a high volume of inbound calls in a fast-paced environment, addressing a wide range of customer inquiries and concerns.
• Maintained a 98% customer satisfaction rating by actively listening to customers and providing personalized solutions.
• Developed and maintained a comprehensive knowledge base of company products and services, enabling accurate and efficient customer support.
• Assisted in the training and onboarding of new team members, fostering a supportive and collaborative work environment.
• Proactively identified opportunities for process enhancements, contributing to a 10% improvement in overall team efficiency.
• Achieved a 120% average monthly sales target by effectively identifying customer needs and recommending relevant products and services.
• Maintained a deep understanding of product features and benefits, enabling effective communication and persuasion during sales interactions.
• Demonstrated active listening skills and empathy, building strong rapport with customers and increasing customer loyalty.
• Collaborated with the sales team to develop and implement successful sales strategies, contributing to a 25% increase in overall sales revenue.
• Provided constructive feedback and insights to management, facilitating continuous improvement of sales processes and scripts.
• Problem-Solving
• Cross-selling

As a Call Center Director, you'll spearhead the operations and team management of a bustling inbound/outbound call center. Coordinating staff, monitoring metrics, and upholding compliance are daily responsibilities, with a constant focus on implementing strategies to elevate the customer experience. When crafting your resume, emphasize your leadership prowess, extensive experience managing call center teams, and proficiency with relevant technologies and performance metrics. Highlight notable achievements in optimizing operations and driving customer satisfaction to truly stand out.

Results-driven Call Center Director with over 15 years of experience in optimizing contact center operations, driving customer satisfaction, and leading high-performance teams. Proven track record of implementing innovative strategies to improve efficiency, reduce costs, and enhance the customer experience. Adept at leveraging technology to streamline processes and deliver measurable results.

• Spearheaded the implementation of a new CRM system, resulting in a 25% increase in customer satisfaction scores and a 15% reduction in average handle time.
• Developed and executed a comprehensive training program for 200+ call center agents, improving first-call resolution rates by 20%.
• Implemented a data-driven approach to workforce management, optimizing staffing levels and reducing labor costs by 12%.
• Collaborated with cross-functional teams to identify and resolve process inefficiencies, resulting in a 30% increase in overall productivity.
• Led the successful transition to a remote work environment during the COVID-19 pandemic, ensuring business continuity and maintaining high levels of employee engagement.
• Managed a team of 150 call center agents across multiple locations, consistently exceeding key performance metrics and service level agreements.
• Implemented a quality assurance program that improved customer satisfaction scores by 18% and reduced customer churn by 10%.
• Developed and launched a successful upselling initiative, generating an additional $1.5 million in annual revenue.
• Optimized call routing and IVR systems, reducing average wait times by 25% and improving overall customer experience.
• Mentored and coached team leaders, fostering a culture of continuous improvement and employee development.
• Led a team of 75 call center agents, consistently meeting or exceeding key performance indicators and service level agreements.
• Implemented a robust training and development program, improving employee retention rates by 20% and reducing new hire ramp-up time by 30%.
• Developed and executed targeted outbound calling campaigns, generating over $500,000 in additional revenue annually.
• Collaborated with IT and operations teams to identify and resolve system issues, minimizing downtime and ensuring seamless customer support.
• Conducted regular performance reviews and provided constructive feedback to team members, fostering a culture of accountability and continuous improvement.
• Call Center Operations
• Workforce Optimization
• Training & Development
• Budgeting & Forecasting
• CRM Systems
• Upselling & Cross-selling
• IVR & Call Routing

Customer service call center representatives interact with customers, addressing inquiries, complaints, and issues with excellent communication skills, problem-solving abilities, and patience. When crafting a resume, clearly highlight relevant experience along with skills like multitasking, empathy, and any customer service training. Use action verbs, quantify achievements, ensure a clear flow, and carefully proofread for a polished document within the specified word count.

Dedicated customer service professional with over 8 years of experience in fast-paced call center environments. Proven track record of consistently exceeding customer satisfaction metrics and efficiently resolving complex issues. Skilled in de-escalation techniques, active listening, and building rapport with customers from diverse backgrounds. Adept at navigating multiple software systems and maintaining composure under pressure.

• Consistently maintained a 95% customer satisfaction rating, exceeding the company target by 10%
• Handled an average of 80 inbound calls per day, addressing a wide range of customer inquiries and concerns
• Developed and implemented a new training program for incoming customer service representatives, reducing onboarding time by 20%
• Collaborated with cross-functional teams to identify and resolve systemic issues, resulting in a 15% reduction in call volume
• Recognized as "Employee of the Month" three times for outstanding performance and commitment to customer service excellence
• Maintained a 90% average customer satisfaction rating, consistently ranking among the top 5 performers on the team
• Handled a high volume of inbound and outbound calls, addressing customer inquiries, troubleshooting technical issues, and processing orders
• Demonstrated expertise in multiple software systems, including Salesforce, Zendesk, and Microsoft Office Suite
• Participated in a special project to update the company's knowledge base, improving the accuracy and accessibility of information for all customer service representatives
• Received multiple commendations from management for exceptional problem-solving skills and customer focus
• Achieved an average customer satisfaction rating of 92%, consistently exceeding the company target
• Handled a diverse range of customer inquiries and complaints, demonstrating strong active listening and problem-solving skills
• Collaborated with the sales team to identify upselling and cross-selling opportunities, contributing to a 10% increase in revenue
• Volunteered to train new hires on company policies, procedures, and best practices for customer service
• Recognized by management for maintaining a positive attitude and fostering a supportive team environment
• Customer service
• Active listening
• Problem-solving
• Conflict resolution
• Time management
• Microsoft Office Suite
• Call handling

A Call Center Team Lead oversees a team of customer service agents, monitoring performance metrics, implementing coaching and training programs, and ensuring adherence to quality standards. Key responsibilities include managing escalations, analyzing data to identify areas for improvement, and fostering a positive team environment. When writing a resume for this role, emphasize leadership experience in a call center or customer service setting. Highlight strong communication skills, both verbal and written. Quantify accomplishments through metrics like customer satisfaction scores, handle times, or quality audit results. Tailor your resume to the specific job requirements, using relevant keywords from the posting.

Highly motivated and experienced Call Center Team Lead with over 8 years of success in driving team performance, enhancing customer satisfaction, and optimizing operational efficiency. Proven ability to lead and mentor diverse teams, implement best practices, and foster a positive work environment. Adept at analyzing metrics, identifying areas for improvement, and implementing strategic solutions to achieve organizational goals.

• Led a team of 25 customer service representatives, consistently achieving key performance metrics and exceeding targets by 15%
• Implemented a comprehensive training program that reduced average call handling time by 20% and increased first call resolution by 25%
• Collaborated with cross-functional teams to identify and resolve process bottlenecks, resulting in a 30% improvement in overall operational efficiency
• Conducted regular performance reviews and provided constructive feedback, coaching, and development opportunities to team members
• Spearheaded the implementation of a new CRM system, streamlining workflows and enhancing data accuracy
• Consistently achieved top 5% performance ratings among a team of 50 representatives
• Developed and delivered training sessions on effective communication and problem-solving techniques, resulting in a 15% increase in team performance
• Handled complex escalations and high-priority customer issues, maintaining a 95% customer satisfaction rating
• Collaborated with the quality assurance team to identify areas for improvement and implement corrective actions
• Mentored and coached new team members, facilitating their successful onboarding and development
• Handled high volume of inbound customer calls, consistently meeting and exceeding key performance indicators
• Demonstrated strong problem-solving skills and ability to de-escalate challenging customer situations
• Collaborated with team members to share best practices and improve overall team performance
• Participated in cross-functional projects to enhance service quality and streamline processes
• Received multiple recognition awards for outstanding customer service and commitment to excellence
• Communication Skills
• Coaching & Mentoring
• Stakeholder Management
• Workforce Planning

As a Call Center Supervisor, you'll spearhead the daily operations of the customer service team, ensuring exceptional support and adherence to service standards. Your role entails managing a dynamic group of representatives, monitoring performance metrics, identifying training needs, and implementing strategies to enhance efficiency and customer satisfaction. When crafting your resume, emphasize your extensive experience in customer service, leadership, and conflict resolution. Highlight relevant certifications, proficiency in call center software and CRM tools, and your exceptional communication and interpersonal skills. Quantify your achievements, such as improving response times or customer satisfaction ratings, to demonstrate your impact.

Seasoned call center professional with over 8 years of experience in leadership roles, driving operational excellence and delivering outstanding customer service. Proven track record of building and leading high-performing teams, implementing process improvements, and achieving key performance metrics. Skilled in coaching, conflict resolution, and fostering a positive work environment.

• Supervised a team of 25 call center agents, ensuring consistent achievement of service level agreements and key performance indicators
• Implemented a comprehensive training program, resulting in a 20% reduction in average handle time and a 15% increase in first call resolution
• Led the transition to a new CRM system, collaborating with IT and training teams to ensure a smooth rollout and minimal disruption to operations
• Conducted regular performance reviews and coaching sessions, resulting in a 95% employee retention rate and increased employee satisfaction scores
• Developed and implemented a quality assurance program, leading to a 25% reduction in customer complaints and improved overall customer satisfaction
• Consistently exceeded performance targets, maintaining an average customer satisfaction score of 98% and an average handle time of 6 minutes
• Served as a mentor and trainer for new hires, contributing to a 30% reduction in new hire ramp-up time
• Identified and escalated complex customer issues to appropriate departments, ensuring timely resolution and minimizing customer churn
• Participated in cross-functional initiatives to improve call center processes, resulting in a 10% increase in overall efficiency
• Recognized as 'Employee of the Month' three times for outstanding performance and contributions to the team
• Handled a high volume of inbound customer calls, consistently meeting or exceeding quality and productivity targets
• Demonstrated strong problem-solving skills, effectively resolving customer issues and complaints
• Assisted in the development and implementation of a new script for upselling products, resulting in a 15% increase in revenue per call
• Received multiple positive customer feedback reports, highlighting exceptional service and professionalism
• Call center operations
• Team leadership
• Performance management
• Coaching and mentoring
• Process improvement
• Quality assurance
• CRM systems
• Upselling techniques
• Workforce management
• Training and development
• Data analysis
• Effective communication

Call Center Manager Resume Samples

A Call Center Manager is responsible for hiring, training, preparing and motivating staff members to provide excellent customer service. The work activities typically mentioned in the Call Center Manager Resume include some or all of these tasks –developing day-to-day activities for the call center activities , conducting effective resource planning, taking responsibility of budgeting and tracking expenses, hiring and providing training to personnel, evaluating performance, preparing reports, authorizing refunds and replacements, handling escalated issues of customers and ensuring team members achieve the set goals.

Apart from proven work experience, the managers working for the Call Center should demonstrate these skills – ability to multitask, knowledge of management principles, familiarity with company products and services, proficiency with the necessary technology, and knowledge of performance evaluation. While a high school diploma is mandatory, higher education will be appreciated.

• Resume Samples
• Customer Service
• Call Center Manager

Call Center Manager Resume

Objective : A highly experienced, certified, management professional with broad analytical experience. Diverse background includes software operations management, staff and project management in both customer service and sales environments, high profile analysis, compliance process development and reporting, internal auditing at all levels, superior direct customer contact, and retail management. Proven leadership and communication skills combine with varied experiences to create a motivated, high performing staff, while increasing efficiency and reducing costs.

Skills : Inventory Control Expert, Top sales Performer, Great Customer Service, Strong Organization Skills, Energetic Attitude, Microsoft Office, Type 65 WPM, Inventory Management, Top Notch Telephone Skills.

Description :

• Responsible for management and motivation of 30 direct reports in customer service call center including auditing, coaching and feedback, disciplinary issue resolution, phone statistics reporting, quarterly performance evaluations, and staffing decisions using simple averaging to forecast call volume.
• Acted as human resources representative.
• Succeeded in coaching below average performers to become excellent performers by determining each individual's difficulty, developing an appropriate action plan, and monitoring performance.
• Achieved highest team score for customer satisfaction and lowest hold time for 3 consecutive quarters.
• Received excellent scores in leadership assessments throughout tenure.
• Created customer surveys to track customer satisfaction.
• Based on customer feedback, created save team consisting of experienced representatives to attempt resolution when customers called to cancel policies.

Objective : As a Call Center Manager, oversaw the operations of a call center. Incharge of hiring, training, scheduling, and managing the daily activities of their staff. Here are some key duties they perform.

Skills : Microsoft Office, NT, 2010,.

• Redesigned ACD & routing setting to more effective route calls & improve the customer experience.
• Managed the ongoing transition between Lotus Notes system to SharePoint/Microsoft Dynamics CRM solution.
• Acted as lead form & entity developer within Microsoft Dynamics CRM.
• Researched, accepted RFPs, & launched first-ever live chat solution for the company.
• Developed and lead two-week classroom & hands-on training program for seasonal employees.
• Developed department's first policies regarding schedule adherence.
• Redefined job responsibilities of Customer Service Representatives to properly encompass all aspects of the position.
• Monitored call center programs, manages service levels, and estimates call volume based on historical metrics.

Area Call Center Manager Resume

Headline : Responsible for Managing the day-to-day operations of a multi-channel service center location to assure the customer experience was the number one priority and that all employees were meeting or exceeding performance expectations.

Skills : HTML, CSS, Javascript, IP phone, Microsoft Office, SQL.

• Recruit, train, develop, and monitor progress of customer service agents.
• Create attendance/performance plans for employees; which have decreased attrition by 80%.
• Develop operating system applications including: center policies, procedures and operating structure.
• Achieved company goals for 6 consecutive months and consistently meets overall call center metrics.
• Develop business plans and quarterly budgets.
• Ensure quality assurance and service goals are met.
• Meet forecasted budget financial targets.
• Identify new business and revenue opportunities with existing clients.

Call Center Manager/Service Resume

Objective : Strong customer service and problem solving skills. Outgoing, friendly and people oriented with a proven ability to communicate well with diverse groups and individuals. Well organized and efficient with strong communications skills and the ability to manage multiple tasks in a fast paced environment. Always a team player with a positive attitude. Good computer, telephone and people skills. Call center and retail experience.

Skills : Continuous Improvement, Microsoft Office Suite, Employee Supervision.

• Managed & provided support to 100-member sales team, ensuring all sales & service objectives were met, as well as training support requirements (i.e., personnel, equipment, facilities, budget, and other resource requirements) Provided training for new customer service representatives & associates.
• Created, developed and implemented new training practices for new hire training Performed market research surveys to seek feedback on sales techniques, follow-up methods & after sale service.
• Reviewed and analyzed technical and economic data to support the acquisition of complex, multi-functional instructional systems equipment and services for the 82d Training Wing.
• Identified, developed and recommended to senior leadership significant and educationally meaningful solutions to training resources/requirements problems.
• Knowledge of training administration policies and procedures, and training resources programs, principles and policies.
• Knowledge of the principles, practices and techniques of instruction to include use of technology for design and delivery of training.
• Ability to recognize and analyze problems, conducts research, summarize results, and develop timely and economical solutions.
• Ability to effectively communicate orally and in writing.

Home Call Center Manager Resume

Objective : An experienced Call Center Manager working in call center management for the past six years. I have detailed experience in data analysis to increase productivity. Experience goes beyond data analysis and reporting and includes coaching and mentoring to ensure KPI standards are met. I work well with all departments to ensure a team effort for productivity.

Skills : Management Skills, Call Center Management, Coaching, Project Management, Data Analysis, Training & Development, Quality Assurance, Process Improvement, Vendor Management, Lead Generation, Leadership, Interviewing.

• Implement and maintain predictive and non-predictive dialer strategies and initiate required campaign changes with Y-Tel database following TCPA regulations.
• Create and maintain schedules sales staff Manage seven agent status and schedule adherence through real-time adherence Create and distribute reports to senior management giving insight for areas of opportunity Troubleshoot technical issues and serve as liaison between vendor and IT staff.
• Monitor calls through side by side and recorded calls for KPI standards to ensure center goals are met.
• Coach and provide feedback to enhance representatives skills for QA and KPI standards Maintain and process payroll for all employees Monitor and Coach reps for quality assurance Interview applicants for available open positions Train new hires for on-boarding to have representatives ready for live phone activity in one week.
• Conduct weekly call calibrations and team meetings Conduct performance appraisals for 30 and 90-day Handle all escalated calls for Irate prospects.
• Created QA and Training departments with documentation Created call center process and procedures Created staff roles/responsibilities Helped in the creation of company handbook to outline company Accomplishments I built the call center from the ground up.
• Partnered with detailed human resources roles and responsibilites for all roles in the contact center and accomplished through coaching and mentoring opportunities.

Objective : Insurance professional with over 15 years of industry experience managing sales and call center operations. Successful at establishing the vision and strategies necessary to lead high performing sales, customer service, and support teams. Ability to recruit, train, and develop top-notch talent for the organization while cultivating strong relationships with internal business partners and all levels of management.

Skills : CPR Certificate, Managing Skills.

• Managed the daily call center operations of the Bellevue Outbound Interviewing Center that consisted of 150 Outbound Telephone Interviewers, 4 Supervisors, and 2 Trainers.
• Responsible for meeting or exceeding the established metrics for the center, training and development of the Outbound Telephone Interviewers, Supervisors, and Trainers, and maintaining a high level of employee engagement within the center.
• Collaborated with the management team and other business partners to develop and implement plans for the infrastructure of systems, processes, and personnel.
• Provided leadership and coaching to the Management Team on Best Practice strategies to drive performance and increase employee engagement.
• Monitored calls for quality and provided coaching on company's guidelines / policies.
• Determined and formulated policies, procedures, and business strategies to meet the growth objectives of the company.
• Increased call center capacity by 30% and reduced attrition by 20% through targeted recruiting efforts and improved onboarding processes.

Call Center Manager/Quality Manager Resume

Objective : Being a Customer Service Personnel is very fulfilling and ever changing career choice. Looking for a job where I can continue to use my training and compassionate nature to assist customers effectively.

Skills : Microsoft Office, Leadership, Call Center Management, Business Analysis, Coaching, Data Analysis, Database Management.

• Managed 40+ seat inbound call center handling 30,000 calls per month and yearly sales in excess of $50 million.
• Improved return and warranty procedures, saving the company over $300,000 yearly.
• Emphasis on best practices and benchmarking for business development.
• Budget and maintain department expenses through well managed scheduling and strategic planning.
• Coordinated operations between order entry and customer service representatives.
• Developed employee performance and satisfaction optimization programs.
• Motivate and mentor diverse staff in a positive and challenging environment.

Assistant Call Center Manager Resume

Summary : Senior Leader with a broad base strategic, operational, and tactical background spearheading the establishment of new and startup level companies and top performing call centers for diverse organizations. Lead efforts ranging from center start-ups to turnarounds, expansions, and optimisations in the USA and South Africa focused on ensuring the delivery of superior quality services to a client base of diverse businesses and government entities.

Skills : Five9, inContact, Excel Dashboards, Management.

• Supervision of telemarketing representatives for a major pharmaceutical marketing firm.
• Provided progress reports to senior management teams of TVG and clients on program results.
• Average program value $250K, $9M total program value per year.
• Supervised recruitment of new hires; ensured training and performance goals were achieved.
• Mentored and monitored call center personnel to ensure meeting strategic program requirements.
• Met with staff to review and implement new programs.
• Managed 40 to 75 employees per assignment.
• Assisted Training Manager in developing training curriculum for new recruits.

Call Center Manager/Sales Team Leader Resume

Objective : Experienced team player, bringing enthusiasm and energy into the group Ability to successfully manage multiple priorities and assignments Effective planning and organizational skills Proven ability to approach problems effectively and creatively Several years of experience in Customer Service.

Skills : Microsoft Office, Epic, Impact 360, Management, Leadership Development, Team Building, Interviewing, Call Center.

• Provided leadership to supervisors and call center advocates to ensure that all operational procedures are executed.
• Ensured all employees received proper training to meet the needs of the call center model for patient satisfaction.
• Analyzed reports to determine efficiencies of existing resources and makes recommendations for future needs.
• Administered reporting used for analysis and decision-making in regards to the call center growth as well as budgeting.
• Collaborated with medical office colleagues to ensure that all patient calls are handled properly and customer service standards are consistently achieved Effectively and efficiently managed resources to ensure that the call center goals are met.
• This includes staffing levels, call center metrics, equipment and other resources.
• Designed and implemented leadership training and performance goals for supervisors in order to improve managerial skills and professional growth.
• Maintained databases of current policies, procedures and practices to ensure accurate information is available at all times for the call center staff.

Service/Call Center Manager Resume

Objective : Over 20 years' experience managing customer service and sales personnel. Strengths include implementation and maintenance of an excellent customer service organization. Successful in motivating and developing exceptional customer service associates. Committed to resolving internal and external customer concerns.

Skills : Results-driven Professional With Over 20 Years Of Experience.

• Managed and directed the activities of Customer Service including hiring, scheduling, developing and evaluating performance.
• Established, implemented and maintained standards, goals and objectives.
• Developed policies, procedures and budgets associated with ensuring company, customer and employee satisfaction.
• Gathered, evaluated and resolved customer/consumer complaints.
• Implemented specialized groups to handle the Industrial Division, Premier Accounts, French and Spanish speaking Accounts as well as Internet and Extranet areas.
• Implementation of Suggestive Selling program resulting in a 1.5 M increase in sales the first year.
• Developed and implemented a return system to provide one call resolution as well as reports to Management.

Headline : To establish a long-term career in a company where I may utilize my Call Center Manager professional skills and knowledge to be an effective Associate Program Manager and inspiration to those around me.

Skills : Leadership Skills, Adult Learning/Motivation, Training and Presentation.

• Accountable for operational, financial, and KPI performance of a 400 seat inbound site servicing six clients in multiple verticals.
• Accountable for overall site infrastructure and leading site operations and support.
• Oversee the call center including its employees, facilities, and the overall satisfaction of the clients serviced.
• Develop and execute short and long term strategies as well as the overarching communication strategy for the site.
• Strong focus on implementation of best practices and revenue improvement plans.
• Partner with Client Services teams to identify opportunities for growth and enhanced service delivery.
• Implementation of best practices for absenteeism and attrition reduction across all sites in company.
• Significant improvement in absenteeism and attrition in first two months at the firm.

Call Center Manager/Account Manager Resume

Objective : To use my diverse skills and abilities as a hostess, server, and office manager in an administrative capacity in effort to obtain a full-time job, turn it into a successful career, and learn how to be productive in the work force while getting used to being a college freshman.

Skills : TECHNICAL TRAINING / SKILLS Extensive skills Microsoft.

• Responsible for hiring and training employees for the new Call Center.
• Developed work methodologies to track customer assignments, to record customer contact, and report progress of work operations.
• Created scripts for employees to follow when contacting customers.
• Responsible for notifying the company's key decision makers when new assignments are received due to large hail storms.
• Create spreadsheets to track customers and advise how many estimators will be needed to effectively handle the customer demand.
• Assist with customers' questions or concerns and communicate with insurance companies to assure the best possible resolution for the customer.
• Working very closely with the employees on new assignments for the department and coaching and training them on new information whenever needed.

Call Center Manager/District Administrator Resume

Objective : Outgoing, personable communicator with strong ability to build rapport and achieve results with clients, vendors, and colleagues of all backgrounds. Solid documentation, training, and public speaking skills. Analytical, organized and productive, working smart to ensure quality completion of complex, deadline-driven projects and special events. Trained and experience in project management. Key strengths in planning, prioritization, delegation, documentation, and follow through.

Skills : Management, Office Management, Sales Management.

• Develop and implement goals and budgets by assessing needs, determining new processes to be added, rolling out and following up on changes, and assisting with budget projects which may include supplies, staffing and hardware and software needs.
• Manage staff by assessing needs and workflow, developing and training staff, answering questions, assisting with issues, and informing staff of system and related changes.
• Delegates projects and tasks by verifying tasks, assigning projects and reviewing progress.
• Test and develop system enhancements by verifying and reporting technology issues, writing and researching requirements, testing, and verifying enhancements are accurate.
• Analyze statistical performance and quality by tracking call volumes, measuring work quality and output, shifting resources as necessary, identifying issues, and requesting schedule changes or additional staffing.
• Verify workflows by calibrating and verifying procedures, and processing changes.
• Provide analysis of key metrics and trends in a timely manner and recommend steps to improve the efficiency and effectiveness of the organization.
• Management of workforce staff for call center.

Sr. Call Center Manager Resume

Headline : Diversified experience in customer service positions within a call center environment. Ability to manage groups of employees, work well with others and be a team player. Particularly effective in determining both employee and customers' needs and following through for solutions.

Skills : Word, Excel, Powerpoint, Management, Customer Service, Data Entry, Sales, Administrative Assistant, Clerical, Troubleshooting.

• Responsible to achieve all call center budget requirements, Service Level Agreements and goals, including associate productivity, utilization, sales, and schedule adherence.
• Managed 9-15 direct reports consisting of 1 Data Coordinator and 8-15 Customer Care Coordinators.
• Coached, developed and motivated to build a high performance team that delivered on the established set goals.
• Managed the CCC's in developing the performance of 150-350 associates, including overseeing the performance evaluation, development, and discipline processes.
• Ensured that all monthly profiles were completed and delivered.
• Ensured all policies and procedures were followed including monitoring of (approving) all warnings and terminations and participating in Final Warnings and Terminations as needed.
• Responsible for awareness and communication of customer issues for each brand, vendor, or departmental partner in a timely manner.

Objective : A proven Manager with efficient and tactful professional skills, seeking to secure a responsible career opportunity where I can fully utilize my training, human resource and management skills, while making a significant contribution to the success of my employer.

Skills : Highly motivated, organized, and dedicated customer.

• Monitored calls to improve quality that minimized errors and track operative performance.
• Coordinated staff recruitment, including writing vacancy advertisements and liaising with HR staff.
• Reviewed performance of staff, identifying training needs and planning training session.
• Forecasted and analyzed data against budget figures on a weekly and/or monthly.
• Insured optimal system performance of imaging locations/systems.
• Developed and delivered internal and external communications and reports.
• Coordinate the scheduled maintenance services at Alliance Imaging sites.
• Met performance targets for speed, efficiency, sales and quality as well as managing the day to day operation of the call center.

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• Call center manager resume examples

Call center manager Resume examples

3 Call center manager resume examples found

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Call center manager

Technical customer-centric role requiring sharp wit and critical thinking skills to provide effectual support to customers.

• Handled incoming calls from customers to assess issues and proffer prompt solutions.
• Generated detailed reports on support tickets to streamline future support workflows.
• Attended routine staff meetings to keep updated on new company policies and service standards to provide customer with the most up-to-date information upon enquiries.
• Initiated in-person support tickets and ensure to see them through to successful conclusions.

Anticipate customer requirements and recommend appropriate actions for service providers and customers alike. Develop training plans for staff members to ensure industry and professional growth. Responsible for the resolution of escalated customer issues.

• Updated workflows to ensure 15% greater accuracy in service delivery for all product lines.
• Supervise employee interactions with clients’ end users to ensure a positive customer experience.
• Trained new staff on products, standards, and procedures, periodically developing and implementing updated department standards to ensure greatest success of customer service delivery.
• Handle calls during high call volume periods and/or when the need arises.

Complex leadership position requiring operations and project management skills, along with technical knowledge to lead the operations of a busy call center.

• Facilitated cross-functional and cross-departmental interactions to expedite the delivery of solutions to customers upon request.
• Liaised with the HR department to draft comprehensive training manuals and SOPs for the call center to improve employee performance and customer satisfaction rates.
• Provided direction and assistance to each team member as needed to boost performance and facilitate professional growth.
• Worked closely with top executives to keep abreast of new company policies to provide immediate and premium support to users.
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