objective on a resume for call center supervisor

Top 17 Call Center Supervisor Resume Objective Examples

Updated July 17, 2023 14 min read

A resume objective is a brief statement that appears at the top of your resume, typically following your contact information. It provides recruiters and hiring managers with an overview of your professional goals, qualifications, and experience that make you a great fit for the position. When writing a resume objective for a call center supervisor position, be sure to emphasize any skills and experiences related to customer service, problem-solving, team building, and managing complex projects. It's also important to include any relevant certifications or specialties that are necessary for success in this role. Examples of effective call center supervisor resume objectives include: “Seeking a call center supervisor position where I can utilize my extensive experience in customer service and problem-solving to drive successful outcomes” or “Experienced call center supervisor with a passion for helping customers and resolving complex issues. Certified in [insert certification here] looking to leverage my knowledge and expertise in this role.”

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Top 17 Call Center Supervisor Resume Objective Samples

• To utilize my experience and knowledge in customer service, problem-solving, and personnel management to become a successful Call Center Supervisor.
• To secure a position as a Call Center Supervisor with an organization that values hard work, dedication, and customer satisfaction.
• Seeking a Call Center Supervisor role to effectively manage call center operations and ensure customer satisfaction.
• To obtain a challenging Call Center Supervisor position where I can apply my proven leadership skills and expertise in customer service.
• Looking for an opportunity to be part of a team as a Call Center Supervisor by utilizing my strong communication, organizational, and problem-solving skills.
• To leverage my extensive experience in customer service and call center operations to contribute to the success of the organization as a Call Center Supervisor.
• Seeking an opportunity as a Call Center Supervisor where I can use my excellent interpersonal skills to interact with customers efficiently.
• To obtain a position as a Call Center Supervisor where I can use my knowledge of call center operations and customer service principles to achieve desired results.
• Aiming to join an organization as a Call Center Supervisor where I can utilize my experience in managing teams and providing exceptional customer service.
• To acquire the position of Call Center Supervisor where I can apply my technical abilities and problem-solving skills while ensuring quality customer service.
• Seeking the role of Call Center Supervisor at ABC company where I can implement innovative strategies for improving call center efficiency.
• Looking for an opportunity to work as a successful Call Center Supervisor by utilizing my experience in leading teams and providing excellent customer service.
• Aspiring for the role of Call Center Supervisor at ABC company where I can employ my strong communication skills along with expertise in call center operations management.
• Applying for the job of Call Center Supervisor at ABC company with the aim of utilizing my knowledge in personnel management, customer relations, and problem solving techniques for achieving desired results.
• Aiming for the role of Call Center supervisor at ABC company wherein I can use my expertise in handling escalated calls while ensuring quality standards are met consistently.
• To gain employment as a successful Call Center supervisor by using my exceptional leadership abilities to motivate team members towards achieving organizational goals.
• Eagerly seeking an opportunity as a professional Call Centre supervisor at ABC Company so that I may utilize both interpersonal & technical skills towards delivering high-quality services & support

How to Write a Call Center Supervisor Resume Objective

A well-crafted resume objective is an important part of any call center supervisor's resume. It should capture the reader’s attention and provide a clear understanding of the candidate’s professional goals and capabilities. The objective should be concise yet compelling, and it should demonstrate the candidate’s value to potential employers.

When writing a call center supervisor resume objective, it’s important to begin by considering the job requirements for the position. Think about what qualities and experiences are most likely to be sought after by employers in this role. Then, use this information to craft a statement that highlights your relevant experience and qualifications. Your goal should be to stand out from other applicants by emphasizing your unique skillset.

Include specific accomplishments from previous roles that demonstrate your ability to manage a team effectively and efficiently. You may also want to mention any additional certifications or training you have completed that can contribute to success in the position. Additionally, include any relevant management experience you have gained in past positions as this will help demonstrate your capacity for problem solving, decision making, and conflict resolution.

Finally, make sure your objective is tailored specifically to this role at this company. Make sure it is clear that you are interested in pursuing a leadership role within their organization and that you believe you can make a positive contribution with your skillset and experience. Doing so will show potential employers that you are motivated and invested in their success as well as your own professional growth.

By following these tips when crafting an effective call center supervisor resume objective, candidates can ensure they stand out amongst other applicants for the position.

Related : What does a Call Center Supervisor do?

Key Skills to Highlight in Your Call Center Supervisor Resume Objective

In the competitive world of call center operations, standing out as a potential supervisor requires showcasing a unique set of skills. Your resume objective should not only reflect your career aspirations but also highlight your key skills that align with the job requirements. This section, 'Key Skills to Highlight in Your Call Center Supervisor Resume Objective', will guide you in identifying and emphasizing those critical abilities that can make your resume more compelling to prospective employers. From communication prowess to problem-solving capabilities, we'll explore the essential skills that can set you apart in the call center industry.

1. Active Listening

A Call Center Supervisor needs the skill of active listening to effectively understand and address customer queries or complaints. This skill is crucial in ensuring customer satisfaction, resolving issues promptly, and providing accurate information. It also aids in understanding the performance of team members, identifying areas for improvement, and providing constructive feedback. Including this skill in a resume objective showcases an ability to lead a team successfully while maintaining high levels of customer service.

2. Conflict Resolution

A Call Center Supervisor often deals with customer complaints and employee disagreements. The ability to effectively resolve conflicts is crucial in maintaining a positive work environment and ensuring customer satisfaction. This skill demonstrates the candidate's ability to handle difficult situations professionally and calmly, which can lead to improved team performance and customer service quality. Therefore, mentioning conflict resolution in a resume objective can highlight the candidate's leadership abilities and their potential to manage challenging scenarios in the call center setting.

3. Time Management

A Call Center Supervisor needs strong time management skills to effectively oversee the operations of a call center. This includes managing the schedules of various employees, ensuring all tasks are completed in a timely manner, and meeting customer service objectives. Effective time management can lead to increased productivity, efficiency, and employee satisfaction. Including this skill in a resume objective shows potential employers that you can handle multiple responsibilities simultaneously and maintain smooth operations, which is crucial for this role.

4. Performance Monitoring

A Call Center Supervisor is responsible for overseeing the operations of a call center and ensuring that the team performs efficiently and effectively. Performance monitoring skills are crucial for this role as they allow the supervisor to track, analyze, and improve individual and overall team performance. This skill is essential in meeting customer service objectives, improving productivity, reducing operational costs, and enhancing customer satisfaction levels. Including performance monitoring skills in a resume objective demonstrates an ability to manage teams effectively and drive continuous improvement in a call center setting.

5. Team Motivation

A Call Center Supervisor needs the skill of team motivation to effectively manage, inspire and motivate a team towards achieving set targets and goals. This skill is crucial in maintaining high levels of productivity, efficiency, and employee satisfaction. It shows potential employers that the candidate can create a positive work environment, reduce turnover rates, and increase overall performance within the call center.

6. Zendesk Proficiency

A Call Center Supervisor with proficiency in Zendesk is highly desirable because this skill shows the ability to effectively manage customer service interactions. Zendesk is a popular customer service software and support ticket system. Having proficiency in this tool indicates that the supervisor can efficiently handle customer inquiries, complaints, and other communications. It also demonstrates familiarity with tracking, prioritizing, and resolving customer support tickets, which can significantly improve a call center's productivity and customer satisfaction rates. This skill is crucial for a resume objective as it directly relates to the core responsibilities of the role and showcases the candidate's competence in managing a team within a technological environment.

7. Salesforce Expertise

A Call Center Supervisor with Salesforce expertise is crucial as it demonstrates the ability to manage and utilize the platform effectively for customer relationship management. This skill is necessary for tracking customer interactions, managing customer accounts, and generating reports that are essential for strategic decision-making. It also shows proficiency in using a tool that can enhance productivity, improve customer service, and drive sales growth. Therefore, including Salesforce expertise in a resume objective can make a candidate more appealing to employers who use this software.

8. Data Analysis

A Call Center Supervisor needs the skill of data analysis to effectively monitor and evaluate the performance of the call center and its agents. They need to analyze various data such as call volume, call resolution time, customer satisfaction ratings, and agent productivity to identify trends, areas for improvement, and strategies for enhancing service delivery. This skill is crucial in making informed decisions that can improve the efficiency and effectiveness of the call center operations. Including this skill in a resume objective demonstrates an ability to use data-driven insights to drive performance improvements.

9. Customer Retention

A Call Center Supervisor is responsible for managing a team of call center representatives and ensuring they provide excellent customer service. The skill of customer retention is crucial as it involves maintaining a positive customer experience and fostering strong customer relationships to promote loyalty and reduce churn. This skill demonstrates the supervisor's ability to train their team effectively, handle escalated issues, implement strategies that improve customer satisfaction, and ultimately contribute to the company's profitability. Including this skill in a resume objective can highlight the candidate's potential to not only manage a team but also drive business growth through exceptional customer service.

10. Multitasking

A Call Center Supervisor needs to be able to multitask effectively due to the high-paced nature of the job. They will often need to handle multiple tasks at once such as managing a team, handling customer complaints, ensuring targets are met, and implementing new strategies. Demonstrating this skill in a resume objective shows potential employers that you can efficiently juggle various responsibilities simultaneously and maintain high performance levels.

In conclusion, your resume objective should effectively showcase the key skills that make you an ideal candidate for a call center supervisor position. It's crucial to remember that this section of your resume serves as a brief yet powerful introduction to your professional capabilities. By strategically highlighting your most relevant skills, you can capture the attention of hiring managers and demonstrate how you could contribute positively to their organization. Always tailor these skills to align with the specific requirements of the job you're applying for, thereby increasing your chances of landing an interview.

Related : Call Center Supervisor Skills: Definition and Examples

Common Mistakes When Writing a Call Center Supervisor Resume Objective

A call center supervisor resume objective is an important part of a resume as it provides employers with insight into the applicant’s background, experience and qualifications. It also sets the tone for the rest of the resume. Unfortunately, many applicants make mistakes when writing their objectives that can hurt their chances of landing an interview.

The first mistake applicants make is being too general in their objective. A call center supervisor needs to be specific about what they are looking for and how they plan to use their skills in that position. For example, instead of simply stating “seeking a position as a call center supervisor”, an applicant should mention exactly how they plan to utilize their problem-solving skills or customer service experience in that role.

Another common mistake is not tailoring the objective to the job description. Applicants should read through the job posting carefully and craft their objective to match what the employer is looking for. This means using keywords from the job posting such as “team leader” or “customer service specialist” in order to demonstrate that you understand what the role entails and have relevant experience.

Finally, many applicants fail to provide enough detail about themselves and what makes them stand out from other candidates. Instead of just mentioning generic skills like “customer service” or “problem solving”, applicants should give examples of past successes or leadership roles that demonstrate why they would be a great fit for this position.

By avoiding these common mistakes when writing a call center supervisor resume objective, applicants can ensure that their resumes stand out from the competition and increase their chances of getting an interview.

Related : Call Center Supervisor Resume Examples

A well-written resume objective for a call center supervisor should clearly state the job seeker's desired position and emphasize their relevant skills and experience, while a poorly written one might include irrelevant information or lack focus on the job in question.

Editorial staff

Brenna Goyette

Brenna is a certified professional resume writer, career expert, and the content manager of the ResumeCat team. She has a background in corporate recruiting and human resources and has been writing resumes for over 10 years. Brenna has experience in recruiting for tech, finance, and marketing roles and has a passion for helping people find their dream jobs. She creates expert resources to help job seekers write the best resumes and cover letters, land the job, and succeed in the workplace.

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• Customer service
• Call center
• Call center supervisor objectives and summaries

Call center supervisor Objectives & summaries

5 Call center supervisor objectives and summaries found

A well-written objective or summary on your resume can be the difference between getting rejected, or getting invited for an interview. Copy any of these Call center supervisor objective or summary examples, and use it as inspiration for your own resume. All examples are written by certified resume experts, and free for personal use.

Learn more about: objective vs. summary

Call center supervisor resume summaries

Resourceful and customer-focused call center supervisor who builds effective service teams through commitment to the company vision. Brings up key performance indicators through 1:1 mentorship and introduction of modern service provision technology and tools to the call center.

Dynamic Call Center Supervisor with over 6 years’ experience in leading over 30 call center agents within a busy work environment to deliver comprehensive support to customers. Adept at providing motivational leadership to agents to help improve individual performance and foster defined goals.

Dedicated Call Center Supervisor well versed in coordinating busy call center environments and leading over 30 agent to effectively navigate client concerns and surpass defined corporate goals. Consistently leading agent training initiatives to improve performance that encourage more customer engagement.

Call center supervisor resume objectives

Dedicated leader and call center supervisor adept at leading experience call center agents to deliver premium customer service to clientele. Seeking to drive staff performance and customer engagement through expert leadership and staff development.

Efficiency-driven Call Center Supervisor with 6 years’ expertise in delivering increasingly improved agent efficiency by driving data-back strategies. Seeking a challenging position to drive performance at Acme Inc. as the next Call Center Supervisor.

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5 Call Center Supervisor Resume Examples for 2024

Call Center Supervisor Resume

• Call Center Supervisor 2
• Call Center Supervisor 3
• Call Center Supervisor 4
• Call Center Supervisor 5
• Call Center Supervisor Resume Writing 101

When customers call in with questions or concerns, you lead the way to ensure they get the help that’s needed. With you in charge, team members are coached, scheduling is completed, and complex customer problems are handled with ease.

Are your leadership abilities well-represented on your resume?

Call center hiring managers will review resumes carefully to ensure they hire a skilled professional to lead the way. Our call center supervisor resume examples and free ai cover letter generator are a great place to start when trying to stand out amongst other applicants.

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Call Center Supervisor 2 Resume

Call Center Supervisor 3 Resume

Call Center Supervisor 4 Resume

Call Center Supervisor 5 Resume

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What Matters Most: Your Call Center Supervisor Skills & Work Experience

When you’re in a supervisory position, you need both the ability to lead a team and to know how to handle all customer issues effectively. 

Using a good mix of skills specifically focused on what’s emphasized in the job description will help you stand out. For example, if the call center works with Internet providers, your understanding of modems, routers, and tech troubleshooting should be emphasized. 

Here are some of the most sought-after call center supervisor skills in 2024.

9 most popular call center supervisor skills

• Team Management
• Operations Refinement
• Microsoft Office
• Customer Service

Sample call center supervisor work experience bullet points

Creating an excellent customer experience drives recurring purchases and positive company feedback. That means what you can achieve as a supervisor matters a lot. 

If you’ve used software like Zendesk, consider some of the primary numbers you tracked in past positions. Using metrics like satisfaction scores, first reply times, and resolution times will help you stand out as a supervisory applicant. 

Additionally, note that hiring managers review resumes quickly. Short examples of how you performed accurate data entry or ensured compliance will be best to allow those essential skills to stand out. 

Here are a few samples:

• Oversaw 20 service reps while ensuring all security compliance measures were met to reduce the chance of customer information leaks by 97%.   
• Managed difficult customer issues by using a calm tone and avoiding arguing to maintain 94% positive satisfaction scores.  
• Used Zendesk to implement a new customer service live chat feature that allowed simple customer questions to be handled 87% more efficiently.  
• Regularly checked emails after every call to answer all service requests within 1 hour or less during regular working hours.      

Top 5 Tips for Your Call Center Supervisor Resume

• Reverse chronological formatting will be optimal for call center supervisors. You’ve worked your way up to be a supervisory applicant, so your most recent skills in team management and operations improvement will be most important to hiring managers to identify your leadership abilities.  
• Call center supervisors need to be able to handle problems at a moment’s notice. Action words like “oversaw” and “assisted” will make your examples more impactful. Such as how you “assisted 22 customers per day and worked to solve problems in an average of 30 minutes or less.” 
• Your resume should be a concise and easily readable page of information. If you’re struggling to narrow in on what to list, think about the core requirements of the position. For instance, if the company uses multi-line phone systems, your previous experiences working with similar technology should be emphasized. 
• Think about how you would organize customer service data on a spreadsheet and apply similar methods to your resume. Clear headers, bullet points whenever possible, and easily readable 12-14 point font are all ideal ways to organize everything. 
• Call center supervisors must lead a team, know how to provide excellent customer service, and use current technology like HelpDesk to track information. List skills in all those aspects to show you can manage each of the call center’s daily tasks.  

Resume summaries work well for supervisory candidates with ten or more years of experience. For instance, a few sentences on how you managed a 40-person service team and 10,200 open customer accounts for 12 years would make for a great summary.    

Aim to include examples that show how you’ll be a good leader. For instance, if you led compliance training for five new team members, that would be an excellent example to include. 

Your cover letter can get more personal about your passion for the position or provide more details about what makes you a great fit. For instance, you could talk about why you want to help the company achieve its mission or the strategies you use to lead a team successfully. 

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Call Center Supervisor Resume Samples

The guide to resume tailoring.

Guide the recruiter to the conclusion that you are the best candidate for the call center supervisor 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.

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• Develops staff through coaching, providing performance feedback, providing effective performance assessments, and establishing performance development plans
• Observes and evaluates team members' performances and completes performance reviews and individual training, improvement, and development plans
• Monitors and evaluates customer service performance. Identifies operational issues and process improvements, and implements strategies to improve performance
• In the Call Center Manager’s absence, assists with the daily management of the center. Performs other related duties and special projects as requested
• Monitors department work productivity, reports on trends, and recommends and implements changes to continually improve work productivity
• Manages annual performance review process by writing and delivering performance and pay messages
• Develops, motivates, evaluates and coaches staff on work procedures, proper call handling and teamwork delivering excellent customer service
• Write and administer effective formal performance appraisals, performance coaching and progressive discipline
• Motivate and develop associates with innovative recognition techniques to ensure individual and team performance expectations are met
• Evaluates the quality of Customer Service Associates' calls from customers; provides feedback to reps on strengths and areas for improvement
• Conduct interviews and recommend talented candidates for hire to maintain a dedicated, high performing workforce
• Perform other duties as assigned
• Approves and implements streamlining opportunities and process improvements
• Provide best in class customer service to internal and external customers
• Applies functional and technical expertise and knowledge of performance standards to provide on-the-job training to team members
• Reviews performance data (e.g., scorecard, ACE behaviors, monitored calls, etc.) and diagnose performance gaps to identify performance and productivity gaps
• Discusses Monthly Achievement Plans regularly with Representatives to identify and agree on actions to improve performance
• Creates and implements individual development plans and related coaching plans to establish behaviors that will lead to improved metrics
• Implements and documents coaching, performance improvement, and recognition plans, as well as performance evaluations to optimize individual and team performance
• Collaborates with local HR to plan for and ensure mandatory team and individual training targets are met
• Implements formal and informal practices and procedures to motivate and recognize employees and ensure employee engagement is high
• Demonstrated proficiency to focus on details, handle multiple tasks and remain highly organized in a fast paced environment
• Ability to apply detailed knowledge of organizational procedures to make independent decisions and serve as a credible resource for a senior management team
• Excellent knowledge in trouble-shooting IOS, Android App, and Bluetooth devices with the ability to coach and support technical representatives
• Strong knowledge of applications and resources available for account management
• Considerable knowledge of the company's products, services and business operations to enable resolution of customer inquiries
• Considerable knowledge of the company’s products, services and business operations to enable resolution of customer inquiries
• Excellent analytical skills to collect appropriate data and make good decisions quickly
• Solid leadership skills, strong initiative, strong analytical and decision making skills
• Leadership skills, initiative, a detail orientation, strong analytical skills, and decisive decision-making skills
• Excellent people and interpersonal skills to build effective relationships with internal and external professionals

15 Call Center Supervisor resume templates

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• Provide leadership and direction to call center associates to resolve customer issues
• Identify escalations involving customers, technology, policies and site to appropriate management
• Coach and develop call center associates and support staff, document issues related to call center performance and motivate/ inspire all associates to surpass their potential
• Ensure all associates are in a safe and fair environment, whether at home or in house

Call Center Supervisor Resume Examples & Samples

• Coordinate and supervise day-to-day workflow in Call Center
• Oversee post classroom training of new hires, ensuring a full understanding of departmental and Bank procedures and Bank products and services. Promote teamwork and the cross training of employees
• Responsible for the development and motivation of staff, and ensuring that they have the necessary resources to do their job
• Identify individual and group training needs and work with management team to develop the best approach for improvement. Develop individual plans for improvement
• Oversee of specific departmental projects
• Bachelors degree or equivalent experience required
• 0-2 years supervisory experience preferably in a customer service environment
• Ability to work in a team environment, presenting a professional image and commanding the respect of staff, peers, and senior management
• Excellent organization and project management skills

Call Center Supervisor nd Shift Resume Examples & Samples

• Monitors Call Center activity to ensure that customer service and production standards are met and maintained. Work with other members of management team to address problems when they arise
• Responsible for prioritizing work and delegating tasks to ensure proper coverage of functions. (i.e., assist as part of a team in the overall management of call flow)
• Oversee and assist in resolving escalated operational and customer service issues. Forward staff suggestions for improvement to other members of the Call Center management team
• Continually look for ways to improve the performance of the Call Center by identifying and implementing work efficiencies through process improvement techniques
• Encourages and develops sales skills in employees. Promotes cross selling and up selling of products and services
• Conduct telephone quality monitoring calls, and meet with quality analysts to review and discuss quality monitoring calls that have been done. Provide feedback and coaching to subordinates on their performance during the quality monitoring calls and from the Voice of Customer feedback
• Monitor attendance of subordinates and ensure accuracy of hours worked prior to submitting payroll information
• Display expert knowledge in banking products and services
• Responsible for periodic management of entire shift (i.e., nights and weekends)
• Participate in internal or external departmental rotations for development purposes
• Develops and monitors quotas for service delivery
• Ensures delivery of QA department goals and objectives
• Managing a team of call center representatives directly and directing their activities for the achievement of call center targets and goals
• Managing the overall performance analysis of existing lists and programs
• Develops new scripting for the optimization of existing programs
• Monitors team performance to ensure that the call center goals are met and supporting call center quality and training efforts
• Measures and demonstrates the group productivity as well as the individual’s reports related to customer outcomes
• Identifies and articulates reporting requirements, which includes targets, specific data, and anticipated outcomes
• Identifies, recommends and supports the implementation of various programs for the improvement of call center processes
• Writes and conducts performance evaluations, makes employment decisions, sets up performance goals and targets for assigned team
• 3 – 5 years of experience in direct supervision
• Demonstrated leadership and development skills or Supervisory and Customer Service staff
• Results and people oriented with ability to balance business considerations
• Demonstrated excellent coaching ability
• Flexibility to work days and nights as needed
• Demonstrated skills in MS Word, Excel, PowerPoint, and ability to use ACE system effectively
• Excellent organizational and time management skills
• Must have good attendance and demonstrate the ability to function as a reliable member of the operation
• Prior Management or Supervisor experience in call center or related field
• Provides day to day direction to assigned team
• Assigns tasks and verifies accuracy of work
• Builds trust; explains the rationale behind processes, approaches and decisions
• Motivates others and promotes collaboration
• Resolves issues elevated by team members
• Responsible for career development/ planning, performance and pay discussions of team members
• Utilizes best practice processes around work assignments, project management, and quality output while maximizing overall team performance
• Knowledge of DDA, bankcard and loan products
• Knowledge of related systems (i.e. NICE, Mainframe, Client Link, Shaw, FDR and Intranet) and Excel
• Knowledge of relevant banking policies and regulations (i.e. Patriot Act, Check 21, Reg. E)
• Demonstrated strong communication skills
• Proven sales referral ability
• Proven time management
• Bachelors Degree or equivalent work experience
• 2 years or more in a Supervisory role in a customer service environment
• Demonstrated proficiency in Microsoft Office applications
• Excellent personal time management history
• Must be Bilingual Spanish / English /Xerox is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, sex, marital status, sexual orientation, physical or mental disability, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law. People with disabilities who need a reasonable accommodation to apply or compete for employment with Xerox may request such accommodation(s) by sending an e-mail to [email protected]. Be sure to include your name, the job you are interested in, and the accommodation you are seeking./
• 5+ years of experience working in a call center, contact center or processing center environment (education may be substituted for experience on a year-for-year basis)
• Ability to demonstrate strong communication skills, both written and oral, required
• Strong issue management and risk mitigation background
• Strong personnel management skills and experience
• Strong verbal, interpersonal and written communication skills required
• Supervise and participate in the work activities of the department representatives, assist representatives with the handling of complex problems, questions and situations requiring good judgment based on knowledge and experience. Handle escalated customer calls
• Develop, implement and promote new programs. Ensure that targeted department goals are attained
• Communicate and ensure understanding and consistent implementation of policy, procedure and program changes to staff. Ensure the area is operationally prepared for changes in products, services, systems, etc
• Prepare all staff requisitions, conduct interviews and make decisions on new hires. Prepare documented performance appraisals on schedule for existing staff and be pro active in communicating other performance issues or disciplinary actions
• Provide training, establish employee schedules, provide work direction for staff
• Recommend changes in procedures and processes which will enhance the efficiency of the department/staff, customer service/referrals/sales and profitability of operations. Support and implement changes made by management
• Develop, maintain and review all reference materials used by staff
• Prepare and analyze statistical reports and make recommendations to improve staff production
• Prepare and conduct special studies, pilots and reports
• Provide feedback to immediate supervisor that are related to pertinent matters and developments related to customers, the department and staff. Initiate appropriate action or make appropriate recommendations
• High school education or equivalent work experience
• Three or more years experience in a Call Center Representative position with at least one year as a Call Center Rep-Lead
• Consistently utilizes all of the components of The Customer First program and delivers excellent customer service
• Demonstrated success in a lead position in a customer service/sales environment
• Demonstrated ability to oversee workflow and provide work direction to others
• Demonstrated ability to make responsible decisions and to exercise good judgment
• Strong communication skills, verbally and in writing
• Solid PC office skills-Word & Excel
• Working toward or achieved 4-year college degree
• Previous supervisory experience
• 8+ years of Clinical experience as a Registered Nurse (RN) providing direct patient care
• CT Registered Nurse (RN) license
• Knowledge of standard practices, rules, and regulations related to nursing
• Knowledge of anatomy and physiology, aseptic technique
• Ability to keep accurate records
• 5+ years of prior experience managing RNs and/or other clinicians as part of leading and managing the operations of a Care Coordination Center
• Proven leadership skills and experience managing a team
• Experience with computers and a high level of comfort with health information technology, and using mobile applications
• Manage communications to key internal and external stake holders
• Assist with recruiting and training of all new hires
• Review all processes used by call center staff to ensure that the best policies and procedures are in place to handle contacts efficiently and timely
• Monitor call center performance to ensure all standards are met related to Quality, Adherence, Attendance and service levels
• Responsibilities include monitoring and coaching of CSR’s to ensure customer problems are resolved. Responsibility for training, coaching, and developing CSR’s who will diagnose and troubleshoot customer problems with print and mass media devices
• Managing CSR’s to achieve performance goals as they relate to sales and service initiatives (Ex: EZ Pay, Stop Saver, NIE & Vacation Pak, and Customer Payments, and Quality Performance)
• Maintain a thorough understanding of the products and services supported by the GCSC, including technical knowledge of browser applications and print and mass media
• Responsible for accessing electronic Key Performance Indicator reports and distributing to CSR’s daily basis
• Solve practical problems and deal with difficult customers, employee issues, and other concerns. Able to interpret and provide instructions orally and in writing
• Provide answers to questions from CSR's, prepare and analyze reports daily, and conduct training as necessary. Troubleshoot software applications and internet browser issues as well as discuss billing and service related issues
• Lead by example by demonstrating strong leadership skills and constant professionalism with internal and external customers
• Ability to prepare deliverables and reports accurately within time deadlines
• Excellent sales, organizational, communication, and management skills
• Ability to coordinate several tasks simultaneously
• Detail oriented and able to react to change productively

Outbound Call Center Supervisor Resume Examples & Samples

• Monitor, coach and motivate outbound sales and retention staff on a daily basis to develop successful selling techniques in order to achieve individual and departmental sales goals
• Monitor performance levels of individual outbound sales representatives and retention representatives, initiating Performance Improvement Plans according to the department’s minimum productivity standard
• Assist in recruiting, selecting and training new outbound sales and retention representatives to maintain budgeted payroll hour level. Compile, track and analyze individual performance via required reports (daily, weekly, monthly and annual reports)
• Develop and implement weekly sales contests, within budgeted resources, to motivate outbound sales and retention teams to achieve department objectives. Conduct ongoing live coaching for existing outbound sales and retention staff on a daily basis/weekly/monthly basis
• Develop and maintain accurate records including but not limited to individual and department productivity, quality, attendance, payroll and performance evaluations. Execute special projects as assigned by management
• Utilize auto dialer to maintain efficient and effective campaign performance. Track and analyze auto dialer reports for effectiveness. Effective sales scripting, targeting campaign segmentation
• Maintain a good safety record by training and monitoring employees to perform work safely. Investigate all employee injuries to determine cause and take necessary preventive action. Able to react productively and handle other essential tasks as assigned
• High school diploma required. Some college and sales management training is helpful. Previous outbound sales and/or sales supervisory experience required. Knowledge of direct sales techniques required utilizing scripted sales presentations and rebuttals for consumer objections
• Must possess excellent selling, coaching and motivational techniques. Proficiency with PC including Microsoft Excel and Word is required. Familiarity with Access is a plus. Excellent verbal and written communication skills, high level of organizational, time management and analytical skills and strong interpersonal skills. Must be able to perform simultaneous tasks and identify and resolve issues as they arise
• Familiarity and/or experience with a Predictive Dialer helpful. Must be self-motivated and possess good customer service skills
• 2:00pm to 11:00pm OR 12:00 noon to 9:00pm. Non-consecutive days off which will include 1 weekend day
• Supervises a staff of 17+ employees, including but not limited to, administering policies and procedures related to care department
• Leads a team of customer care representatives to achieve weekly/monthly/annual targets for productivity, sales and quality measurements
• Monitors, conducts coaching sessions/team meetings with employees to insure representatives are meeting monthly goals
• Creates improvement plans for representatives not maintaining baseline metrics
• Delivers disciplinary action when necessary
• Reviews and schedules all off the phone activity
• Monitors phone reports to ensure compliance with service standards, AUX time and average talk time; coaches as appropriate
• Uses Kronos system to manage payroll for team
• Maintain a positive work atmosphere by behaving and communicating in a manner that works well with co-workers, supervisors and customers
• Command center and helpline coverage
• Ability to manage and administer a broad range of tasks including resolving complaints, and counseling employees on the interpretation of policies and procedures
• Ability to use computers, Intranet, spreadsheets and word processing programs and other tracking applications
• Understanding of billing systems in a customer care environment
• Understanding of NYS labor, wage and hour laws
• Strong organizational, verbal and written communication skills
• Advanced interpersonal skills and the ability to persuade others
• Knowledgeable of, and committed to, a diverse workforce and supports the Division EEO and Affirmative Action goals
• Associate's degree in Business, Communications or related field from two- year college preferred; or equivalent work experience
• Two to threes years call center experience required
• Three to five years previous experience in a fast-paced high volume call center preferred
• Previous experience supervising or coaching and developing staff required
• Must be able to work in a high-pressure environment
• Possess excellent listening skills, verbal and written communication skills
• Possess excellent organizational and office skills
• Must be detail oriented and maintain outstanding and professional customer contact
• Knowledge of ICOMS and phone systems a plus
• This position supervises employees of the Customer Service department. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems

Seasonal Call Center Supervisor Resume Examples & Samples

• Supervise a team of associates; motivate, counsel, and coach assigned staff
• Resolve any escalated customer issues
• Monitor floor operations and assist where necessary
• Act as liaison between schedulers, timekeeper, and associates
• Facilitate team meetings and regular one-on-one meetings with associates
• Responsible for detailed record keeping and processes including but not limited to returns and releasing
• Ability to transfer information to audiences in a clear and understandable manner
• Ability to manage large and small learning sessions
• Advanced WSI care center systems, processes, and procedures knowledge preferred
• FSA-trained required
• Bachelor degree in business related field or equivalent experience
• 4-6 years call center/sales/service experience, including 1-2 years with lead or supervisory responsibility
• Strong supervisory, communication (verbal and written), customer service and sales skills
• PC literate (Microsoft Word, Excel) with ability to produce reports and analyze data
• Experience in training, team building, and coaching
• Coaching & Development – Responsible for coaching and developing team members in all areas of performance including, but not limited to metrics and behaviors related to the customer experience. Coaching and development activities to include: listening to individual calls and proving feedback/coaching; facilitating one-on-one coaching sessions with CSRs; facilitation of discussions on weekly/monthly achievement levels and goals to assigned team and coaches team members to ensure improvement and efficient productivity is achieved
• Performance Management – Writes and conducts performance evaluations, may assist in the employment decision, sets performance goals and objectives and provides to the appropriate CSR pay rate during the salary increase process for assigned team; manages employee issues regarding attendance, performance, conduct, and delivers appropriate corrective action as needed
• Administrative – Responsible for communicating policy updates and company information through team meetings, huddles and one-on-one development sessions. Documents all coaching/development sessions in the appropriate databases in a timely manner. Interaction with cross-functional support groups in order to manage the day-to-day operations. Additional daily administrative duties (e.g., time card administration, payroll, etc.) as required
• Ad Hoc Responsibilities – May perform other related duties and responsibilities as assigned and/or required. Handles escalated customer issues and works directly with customers to bring about resolution in a timely and efficient manner
• Delegates work across functions to meet established performance measures and goals on a consistent basis
• Evaluates process and makes recommendations to optimize the efficiency of the team
• 1-3 years experience managing complex transactions or customer service issues
• Ability to interact well with others in a team oriented environment
• High profi ciency in computer navigation skills, including advanced Microsoft Office Suite knowledge

Reservations Call Center Supervisor Resume Examples & Samples

• Demonstrate an unyielding passion for the guest experience, culture, mission and vision by troubleshooting and resolving guest and partner issues in a timely and mutually beneficial outcome
• Manage call volume to achieve departmental goals including assisting agents, communicating with backup resources, and taking backup calls while following an established sales script to convert bookings
• Communicate with guests, employees, and other departments in a positive, productive and efficient manner
• Support agents through coaching and training to increase knowledge and performance
• Provide feedback to management regarding both positive and negative issues impacting department performance
• Inspire trust and build strong relationships across business units such as Front Desks, Guest Services, Mountain Operations (Ski School, VRR, Ticket Office), Call Centers (ISD,IED, Online), Travel Services and the Training Dept
• Oversee all Contact Centre operations, including but not limited to staffing, training and scheduling
• Develop and maintain an energetic, high performance Contact Centre culture that inspires employee commitment
• Update training collateral/manuals and provide onsite training to Contact Centre representatives
• Facilitate training by having a sound understanding of the product offering
• Oversee shift staffing goals, ensuring all projects reach the recommended hours necessary to finish on time
• Ensure that all Contact Centre performance and service standards are met in the areas of quality, call processing time, and productivity
• Create processes to capture, analyze, leverage and share customer insights
• Collaborate with team members to craft solutions to meet customer needs
• Help to prioritize the product roadmap with engineering, design, marketing and sales
• Collaborate with marketing to effectively launch new services, features and enhancements
• 5+ years of experience working in a call centre, contact centre or processing centre environment (education may be substituted for experience on a year-for-year basis)
• Exceptional leadership, interpersonal and customer service skills
• Strong ability to troubleshoot problems
• Must have excellent English and French communication skills, both written and verbal
• Experience working with First Nation and Métis communities is preferred but not required
• 5+ years of management/supervisory experience in contact/call centre
• Oversee all Contact Center operations, including but not limited to staffing, training and scheduling
• Develop and maintain an energetic, high performance Contact Center culture that inspires employee commitment
• Update training collateral/manuals and provide onsite training to Contact Center representatives
• Proficiency in Spanish is a strong asset
• Technical Support
• Leads a call center team within a functional or operational unit
• Assists in development and management of staff utilization, staff planning, and or business/operations results
• The Call Center Supervisor will provide leadership for Call Center system specialists staffing the Automated Logic National Account Technical Support Center (TSC)
• The Supervisor will be required to setup and plan agent work schedules to support daily call volume. Setup on-call specialist schedules as needed
• Have the ability to field incoming calls during peak call volume times in addition to managing TSC
• Prior experience with Avaya phone systems and Avaya CMS software preferred
• Ensures call center agents complete required documentation related to call activity
• Manages scheduling for remote commissioning projects, building automation system analytics service, and proactive WebCTRL system site management
• Manages service and warranty call activity ensuring that proper projects are charged and service tickets and opened and billed appropriately
• Provide agent training and coaching to ensure customer satisfaction levels with call center experience
• Strong customer service relationship and communication skills are required
• This person reports to the Operations Manager and will have direct reports
• Required to set employee annual performance goals and provide monitoring and feedback consistent with UTC Performance Feedback Process
• Provides remote on-line technical support services, troubleshooting, and diagnostics on Automated Logic WebCTRL end user customers
• Supervisor shall provide management and direction to ensure call center team consistently provides the following level of service and/or tasks
• High school diploma or equivalent experience required, bachelor’s degree preferred
• 2-5 years Customer Service/Call Center experience
• Minimum 1 year management or supervisory experience; call center and sales experience preferred
• The ability to work any shift in a 24/7 environment
• Demonstrated coaching and counseling skills used to effectively develop all employees; influence and change individual behavior and assist employees achieve a high level of success and productiveness
• Excellent management skills for the purpose of resolving escalated employee and customer complaint issues
• Demonstrated leadership skills to effectively develop, lead, inspire and motivate a high performing team
• Effective problem solving/process improvement skills used to identify and resolve day-to-day operation and employee relations problems
• Ability to think analytically to identify qualitative or quantitative trends and take appropriate actions
• Demonstrated detail orientation, organizational, prioritization and time management skills; experience building daily/weekly structure in schedules preferred
• Demonstrated change management aptitude and ability. Takes a proactive role in bring about change, applying new ways to develop the business through improved management of people and processes
• Ability to work a flexible schedule to meet the needs of the business and performance requirements
• Evaluates and coordinates workflow and activities to achieve expected volume
• Oversee departmental communications between CCR's and management staff with regards to policy/procedure changes, market updates and product/marketing initiatives
• Ensure proper training of each CCR. Monitor live and recorded calls providing constructive feedback in a timely manner. Coordinate efforts to improve quality of service in the department
• Coach and mentor the team while maintaining departmental standards
• Ensure performance goals are realistic and achievement is maintained
• Prepare and deliver performance evaluations objectively and in a timely manner
• Oversee operations, including but not limited to staffing, training and scheduling
• Develop and maintain an energetic, high performance Contact Center culture that inspires employee commitment and program ownership
• Possess a sound understanding of the product offerings
• Oversee shift staffing goals, ensuring sufficient staff to meet Client Service Level Agreements
• Coordinate with additional service centers to ensure consistency of service and swift problem resolution
• Communicate client priority issues to Customer Service Center program manager to ensure timely client communication
• Trouble shoot performance and technical challenges and suggest/implement improvements with the necessary level of urgency
• Strong ability to troubleshoot and resolve problems
• Work experience in social services
• Demonstrated ability to develop, implement and execute business processes
• Have used multiple CRM platforms including Widows and AS400 based systems
• Worked in secured environments with strict customer protocols regarding information privacy and access
• Proficiency in both English and Spanish
• Lead a team of customer service “advocates” who will answer questions and resolve problems for callers who seek program assistance, consistently meeting goals set in the ICF best practices guidelines and in client feedback programs
• Participate in the design and evaluation of new procedures and technology using social media, outward communications, and other technology and business practices
• Conduct daily call monitoring and commend/counsel agents on a regular basis
• Participate in agent hiring and ongoing training programs; prepare team performance reviews, with compensation and reward recommendations; present your team’s performance progress reports
• Serve as the on-the-floor expert for selected programs; receive additional training; attend industry events and webinars to become our expert in a selected field
• Minimum of five (5) years of customer service experience, of which at least two (2) years in a supervisory capacity
• Experience in a call-center logistics or a project planning environment
• Knowledge in human/social services programs
• Bachelor’s degree or equivalent experience in social services
• Managing daily call center performance to meet or exceed KPIs
• Communicate performance to goals and business initiatives to team members
• Collaborate with peers and other departments to insure processes and customer interactions are efficient
• Identify improvement opportunities within the Sales & Support Center and develop solutions
• Meet and exceed quality and customer satisfaction goals to ensure customer retention
• Monitor interactions for quality and accuracy
• Provide performance reviews
• Interview and onboarding of new team members
• Bachelor’s Degree and 3 years leadership experience in a call center preferred or commiserate business experience
• Knowledge of call center operations, key performance calculations
• Ability to work 3:30 PM – Midnight and potentially one Saturday a month

Retail Services Call Center Supervisor Resume Examples & Samples

• Manage team of 10-18 agents
• Bachelor's Degree or 3-4 years relevant experience required
• Demonstrated ownership for overall team results; recommends and leads the implementation of plan(s) of action to improve the team's achievement of service level(s)
• Demonstrated success in a contact center environment (65% voice, 35% non-voice), supervising and motivating teams and individual employees in a call center environment, while effectively balancing resources to achieve desired Service Levels
• Must be able to see the project, decisions and processes in terms of the big picture/cross-departmental impacts
• Ability to balance work assignments and completion of both voice and non-voice at an hourly increment
• Ability to effectively operate within diverse and cross-functional groups
• Ability to work well under stress in a fast-paced and continuously changing environment
• Strong problem solving and analytical skills utilizing creativity and innovation
• Drives the team to identify and implement process improvements; encourages ownership of and group participation in the improvement initiatives
• Disseminates communications to direct reports regarding policy changes, incentive updates and technical issues as well as other direct information as needed
• Monitors direct report voice and non-voice interactions for quality purposes meeting required QA monitoring monthly and conduct weekly calibrations with peers to ensure individual, team and department goals are being met
• Coaches and mentors direct reports for quality and productivity providing side by side and one on one feedback
• Trains and orients new and current employees on the team on products, policies and procedures; serves as product and process expert and resource to the team
• Manages to tight timelines to deliver results and free up bandwidth to support subsequent programs
• Write and deliver performance reviews that accurately reflect the goals, objectives ad accomplishments of all direct reports
• Occasional travel required (up to 5%)

Sales Call Center Supervisor Resume Examples & Samples

• Provide coaching and mentorship to team members to drive improved performance
• Provide timely feedback to the management team on customer trends, issues and needs
• Identify improvement opportunities within the Sales Center and develop solutions
• Ensure that team members obtain the appropriate training and support
• Leadership qualities, including relationship building, meeting facilitation, time management, organizational skills and ability to influence others
• Ability to accommodate change and adapt accordingly
• Excellent communication skills, including ability to tailor communication to audience to achieve desired results
• Proficiency in standard MS Office applications
• Ability to work 3 PM – Midnight and potentially one Saturday a month
• Monitor performance deadline for all Depiction projects
• Continually develop and train assigned group
• Monitor floor operations and handle escalated calls
• Complete required number of quality assessments for associate's skills
• Complete other duties as assigned
• Strong communication (verbal and written), Proven Sales And Service Skills Required
• 1 to 2+ years’ call center/sales experience required
• Excellent verbal and written skills, time management, and deductive reasons skills required
• Fluency in Spanish a plus (Spanish/English shifts specifically available)
• Proactive management skill-set
• English Proficiency & Comprehension (spoken and written)
• Ability to effectively deliver updated program and process changes
• Ability to redirect and coach for improvement to diverse agent base
• Ability to gauge user ability and modify delivery skills accordingly
• Professional customer service skills: Solutions mindset, helping nurture, passion for the customer and the customer experience
• Ability to recognize trends and escalate information as appropriate
• Analytical problem solving skills; linear and logical troubleshooting skills
• Good time management skills and multi-tasking ability
• Ability to handle difficult or irate customers effectively; ability to set expectations and deliver information in a positive way
• Polished etiquette and delivery
• ISP skills: sign-up, install, connection, messaging (chat, groups, and mail), navigation, online support, etc
• Typing 35 wpm as verified by a formal test
• Experience with Brother or other technical products and systems (preferred)
• Management experience in a sales/service related field, i.e. retail, technology sales or service management with a proven track record of success to motivate sales/service professionals and exceed key performance metrics
• 1 to 2 years related experience required
• Sales/marketing background a plus
• Leverage analytical thinking to help make decisions
• Must have strong computer skills and knowledge of basic telephone technology
• Superior organizational skills and attention to detail is necessary
• High school education or equivalent work experience and working toward or achieved a 4-year college degree is preferred
• Three or more years’ experience in a Call Center Representative position with at least one year as a Call Center Rep-Lead, with previous supervisory experience preferred
• Must be able to demonstrate proficiency with the following skills
• Directly supervising a team of Associate Clinical Admin Coordinators which includes: training, developing, coaching, counseling, and potentially administering disciplinary actions
• Entering payroll on a weekly basis for your team of Associate Clinical Admin Coordinators
• Conducting development and production meetings with your team
• Making outbound calls to our members to schedule their in-home Nurse Practitioner visit (50% of the time) or pharmacy consultation visit
• Monitoring your team’s call activities and performing QA on calls
• Mentoring staff and overseeing the team’s activities
• Answering inbound calls from members and assisting them with their inquiries
• Handling escalated calls to resolve issues
• Documenting the member’s record with accurate information obtained during the call
• Ensuring that the member appointments are scheduled accurately and follow department procedures
• Resolving team scheduling issues and conflicts
• Training new hires and reinforcing training for existing reps
• Working as a lead on special projects which will include reporting on these projects
• Assisting in the interview process of hiring the Associate Clinical Admin Coordinators
• Meeting call center metrics and goals
• 1+ years of experience Leading, Managing or Supervising 5 or more direct reports in a Customer Service environment
• 1+ years of Call Center Management experience
• 6+ months experience handling escalated calls
• Ability to create, copy, edit, send & save documents using Word, Excel & Outlook
• Ability to work flexible shifts and weekends per business needs
• Experience with training, coaching and mentoring
• Experience with Call Center technology (i.e. auto dialer)
• Experience working with the Senior population
• Experience in Healthcare or Managed Care
• The Supervisor is responsible for monitoring and cultivating the performance of recovery representatives by providing positive reinforcement and development as it relates to the business objectives of the organization
• Drive performance by coaching and developing a team of individual contributors
• Provide continuous support to staff to ensure continuous improvement
• Track and monitor staff performance
• Support Leadership in all efforts to execute the business needs of the organization
• Manage, Report, and track trend analysis of the departments account receivable inventory
• Manage, Report, and Track overall attendance and performance of staff and present the data to the staff on a consistent basis
• Attend and execute training as necessary to support the business needs of the department
• 3+ years of experience in the development of staff/team
• 3+ years of experience leading a group of 10 or more in the capacity of supervisor or manager with a heavy focus on employee development and employee relations
• 2+ years of Call Center experience
• Ability to create pivot tables, V Lookups, Formulas and Sum Functions within Microsoft Excel
• 3+ years of experience working within the healthcare industry in an office setting
• Experience auditing or researching claims
• Experience working in payouts or accounts receivables and or payables
• Experience working within hospital "Patient Account" is greatly preferred
• Experience utilizing claims platforms such as UNET, Pulse, NICE or Facets,
• Experience with FACS and/or Debt Manager 9
• Experience working with Autodialers
• Supervise the work of customer service employees to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems as needed
• Perform tasks to assure project and program service level requirements and goals are met
• Assume leadership responsibility for departmental tasks and contact center activities as required
• Participate in meetings and recommend changes to policies and procedures
• Support and enforce contact center expectations
• Assist with escalated issues or cases as needed
• Evaluate employee key performance indicators and identify training needs and development opportunities
• Develop work schedules and assign duties to direct report personnel to ensure efficiency
• Discuss job performance concerns with employees to identify causes and issues and works closely with the Human Capital department on resolving problems
• Participate in the work of subordinates to facilitate productivity or to overcome difficult aspects of work
• Evaluate employees' job performance and recommend appropriate personnel action
• Perform other duties as assigned by leadership
• A Bachelor’s Degree from an accredited college or university required, equivalent experience considered in lieu of degree
• 4 years’ experience in a supervisor role, preferably in a call center or customer service environment required
• Ability to manage a high level of confidentiality
• Proficient in Microsoft office suite
• Excellent organizational, written, and verbal communication skills
• Work is constantly performed in an office environment
• Responsible for leading and developing a team of approximately 15-20 Associates in Consumer Sales and Service in a Call Center environment
• Computer skills - working with Microsoft Office applications (Excel Power Point, Word, etc.)
• Ability to review and analyze call center reports to access coaching recommendations
• Must be highly motivated, team player with the ability to work independently with minimal supervision
• Previous experience with leadership, management, sales and customer service
• Ability to provide honest feedback to staff
• Comfortable working under pressure
• Assist the team in developing and implementing team and individual measurements in support of process and organizational goals
• Lead team by role modeling company values
• Provide technical education on call center strategies, including all related policies and applicable laws governing billing and collections
• Communicate business performance and direction
• Must be PC proficient
• Must have understanding of call center dynamics and key measurements
• Oversees one or more teams of C Sales Call Center associates who handle incoming calls or make outbound follow-up calls
• Acts as an escalation point for resolving the most difficult customer issues
• Evaluates the quality of Sales Call Center Associates' calls from customers; provides feedback to reps on strengths and areas for improvement
• Provides coaching and mentoring to contact center supervisors and team leads and to Customer Service Representatives
• Tracks and reports contact center performance against objectives and goals (i.e. quality, call volume, customer satisfaction, etc.)
• May serve as a back up to more senior management in their absence
• Supervise a team of Customer Service Representatives including staffing, performance and talent development
• Manages, develops and implements all processes associated with the IDS Solution Center to include the Corrective and Preventive Maintenance process and the management of the Raytheon Corporate Operator system
• Responsible to ensure all processes are aligned with Company Directives and Standard Procedures, as well as adhering to all Federal, State and local requirements
• Develop and implement Preventive Maintenance work requests
• Assist in the development of standard reports as well as fulfilling on demand data requests in support of internal and external audits
• Frequent interface/partnering with Raytheon Facilities, Quality, Operations, EHS, and Security Leadership
• Apply existing skills in support of the management of the Maximo system
• Responsible for providing training to the Solution Center staff and site personnel on the use of the Maximo system
• Assist the Solution Center Manager and Site personal with other duties as required
• Minimum 2 Years Supervisory experience
• Minimum 2 years Customer Service experience
• Prior Service/Call Center experience
• Highly proficient with Microsoft office suite
• Proven ability to supervise a results driven team in a customer service environment
• Proven ability to handle difficult situations and resolve client/customer issues
• Ability to learn and perform required duties on Raytheon Company Management software, to include Maximo
• Prior use of Maximo (or comparable Computerized Maintenance Management System) use
• Prior experience in the use and development of data reporting software
• Basic sql database/query experience
• Prior Facilities Management experience
• Bachelor Degree (Communications, Marketing, Business, or related field)
• Manage Qfiniti telephony monitoring system
• Monitor and audit AMS RoadNet, SAP, CETS and PepsiCo Dispatch Software
• Provide feedback for improving accuracy and performance measures
• Identify and escalate performance and productivity concerns with compliance of processes, practices and procedures through the appropriate leadership
• Monitor and maintain confidentiality of customer's personally identifiable information at all times
• Deliver training, as needed
• Support Pepsi Equipment Services University (PESU)
• Assist in preparing and updating Call Quality Standards documents and training of said materials to all PES representatives on departmental call quality initiatives
• Publishing various QA Reporting and preforming trend analysis as necessary
• Analyzing Long & Short Calls and reporting analysis of those calls to leadership
• Exceptional Written and Oral Skills
• Public Speaking (**wasn't sure of this, but thought something could be added pertaining)
• 2 - 5 years' experience in Call Center and/or MEM department
• Prior Experience or Equivalent Working Knowledge of the MEM Move Scheduling role
• Knowledge of SAP/CETS/AMS RoadNet/Click applications
• Experienced in Call Quality Voice and Data Capture Systems such as Qfiniti
• Experience providing coaching and feedback
• Provide leadership and direction to call center
• Coach and develop call center associates and suport staff to full potential
• Manage communications to key internal and external stake holders for the success of the call center,
• Motivate and inspire all associates to surpass their potential
• Document any and all issues related to call center performance
• Conduct team meetings, external and internal partner meetings as required
• Monitor call center performance to ensure Quality, Adherence, attendance and service levels are met
• Ability to work well with people
• Exceptional organization and time management ethic
• Positive attitude, good judgment and strong work ethic
• Ability to work under extreme pressure
• Ability to make sound decisions with minimal guidance
• Ability to prioritize functions to ensure all processes are completed
• Use of industry terms and vocabulary
• Remain up to date and knowledge on the day-day operations
• Proficiency with all department programs
• Identify trends, issues and maintain an open line of communication with the Sr. Manager and Director of Contact Center
• Superior communication skills and ability to diffuse an emotional situation
• Maintain a working knowledge of all current and active research studies
• Ability to explain difficult concepts in simple terms
• Personable and able to quickly build professional relationships
• Effectively communicate and positively influence performance of
• Team members
• Develop employees and improve individual/team performance
• Provide effective delivery of employee feedback and coaching
• Provide and accept coaching and development feedback
• Assign and directs the workflow of team members, and coordinates with other functional areas inside and outside the department
• Maintains quality and quantity standards and provides feedback to the employees
• Responsible for staffing issues, turnover, hiring of employees
• Ability to successfully interact with others to accomplish goals and solve problems
• College degree or equivalent work experience
• Excellent communication, organizational, and planning skills
• Two (2) or more years of Call Center Supervisor experience in a non-healthcare industry a plus
• Ability to learn and provide ongoing training and coaching for call center employees
• Ability to quickly learn ICD and CPT code billing as well as state fee schedule/UCR knowledge
• Demonstrate ability to manage people in a fast-paced team environment
• Interview and Hire new staff; perform discipline and terminations if necessary
• Working knowledge of Strataware or Comp IQ Bill Review software
• Support and assist all levels of the organization
• Create and maintain a positive, team-oriented work environment
• Facilitate continuous learning and skills development necessary
• Assist in client demonstrations and presentations relating to the Bill Review process and system
• Ensure individuals and team meet departmental performance expectations, meeting deadlines of said documents
• Conduct monthly performance review and appropriate feedback with assigned personnel
• Complete annual performance appraisal and update measurable performance expectations and development plans for all employees in a timely and comprehensive manner
• Conduct performance improvement coaching and appropriately document performance improvement plans and/or corrective action for staff who fail to meet expectations for performance, attendance or behavior
• Evaluate and manage workflow and make adjustments as needed to increase efficiencies
• Manage bill volume inventory and make adjustments as needed
• Ensure accuracy and timeliness of employee information provided to payroll
• Respond to client/provider issues in a detailed, professional and timely fashion as specified by client contract and/or expectations
• Assist with client presentations/tours, as requested by management
• Assist in the development of reports as well as fulfilling on demand data requests in support of internal and external audits
• Apply existing skills in the support, development, and management of the Maximo system
• Support the development and implementation of new services and technology across the Facilities organization
• Minimum 4 years relevant experience
• Minimum 2 years Maximo (or comparable Computerized Maintenance Management System) experience

Referral Specialist Team-call Center Supervisor Resume Examples & Samples

• Provide managerial oversight of Humana At Home Associates
• Monitor and audit staff performance
• Develop plan of action for process improvement
• Oversight of daily operations
• Ensure compliance and accuracy regarding program design and implementation thru monitoring and reporting of associates
• Work collaboratively with other members of the leadership team and comply with policy and procedures, performance and reporting standards as defined by Humana At Home
• Meet or exceed business goals while providing perfect member experience
• Review current processes and provide modification as the business needs change and present the changes to the business leaders
• Additional responsibilities as deemed appropriate by Humana At Home leadership
• Previous formal leadership experience or 1-2 years of equivalent experience in coaching individual team members towards meeting and exceeding productivity goals
• Ability to effectively develop, mentor and train associates at all levels and drive increased performance
• Proven ability to work independently and demonstrate critical thinking skills
• Exceptional communication and interpersonal skills
• Able to demonstrate proficiency with Microsoft Office Products
• Demonstrated ability to handle multiple tasks in a fast-paced, changing environment
• Flexible scheduling availability, with evenings and occasional weekends as business needs dictates
• Educational degree preferred
• Formal experience leading teams of 20+ preferred
• Previous call center leadership experience
• Demonstrate aptitude with Microsoft Excel, PowerPoint and Outlook navigation and manipulation
• Previous experience working in a managed care field
• Bilingual-Fluent in Spanish and English
• Self-motivated, high energy, principled-based leadership qualities
• Ability to develop and motivate staff
• Sound judgment and critical thinking abilities
• Ability to prioritize and multi-task in a fast-paced environment
• Strong analytical skills including ability to review employee data and behavior to target coaching opportunities
• Demonstrated strong oral and written communication skills including confidence speaking in front of large groups
• Working knowledge of Microsoft Excel, Word, PowerPoint
• CSS/Mainframe, Microsoft Outlook, Excel, Word
• Minimum 2 years leadership experience in a Service or Contact Center environment; 3-5 years leadership experience a plus
• Provide departmental leadership in assigned functional area
• Responsible for supervision of contact center employees to assure productivity, quality, and timeliness of work in the completion of assigned projects and departmental goals
• Participate in interviews and recommend hiring of contact center staff, as needed
• Complete employee performance assessment at end of assignment
• Adhere to the Title 13 requirements for maintaining confidentiality of all Census data
• Immediately report system issues to manager or appropriate parties
• May be required to work weekends, holidays, or off-shift, as necessary. Overtime may be required
• Six months supervisory or leadership experience preferred
• Minimum of one-year customer service or contact center experience required
• Demonstrated customer service, leadership and team interaction skills required
• Security Clearance required. Position contingent on ability to obtain low risk security clearance
• Must be able to read and speak English clearly, professionally and fluently

Collections Call Center Supervisor Resume Examples & Samples

• 2 to 5 years experience in a leadership role, leading a team of people
• Escalations management experience preferred
• Experience coaching individual team members towards meeting and exceeding productivity goals
• Ability to handle multiple tasks in a fast-paced, changing environment
• Ability to build strong relationships across the business
• Ensure team compliance with quality, productivity and retention standards
• Address and resolve associate issues by exercising judgment and acting as an associate advocate
• Drive revenue generation results by implementing innovative solutions to overcome obstacles
• Identify, resolve, and escalate concerns (associate, system, client) as needed
• Be a champion of innovation and change
• May establish and maintain relationships with relevant client representatives
• Collections/ Customer Service experience preferred
• This is a 1st shift position. Candidates must be able to work an 8 hour shift between the hours of 8am - 7pm
• The schedule for this position is most often Monday - Friday. However, candidates must be able to work weekends up to every 4th week. (The weekend work will consist of an 8 hour shift between the hours of 8am - 8pm.)
• 2+ years of experience
• One of the following: 2+ years in banking, customer service and/or sales experience or 60+ hours of college course credit
• Ability to meet training standards
• Leadership skills
• Knowledge of the Internet
• 3 - 5+ years experience in managing high volume transaction processing Healthcare experience preferred
• Multiple years proven leadership experience setting strategic direction and influencing change that resulted in quantifiable positive outcomes
• Proven strong leadership skills managing large high performance teams
• Previous Call Center / operations experience
• Maintain or exceed customer service levels
• Review and manage call que, assisting customers as needed via escalation procedures and supervise associates to ensure adequate call conversion
• Responsible for providing reporting on service levels for call center performance, Accuracy of transaction processing, quality of call when monitoring
• Perform Supervisory duties including assigning and monitoring progress of tasks
• Mentor CSR’s guidance on suggestive selling to increase average order value and improve call center conversions to sales
• Handle escalated calls with order discrepancies in a professional manner
• Minimum 2 years supervisory or team lead experience in a call center environment
• Minimum 2 years experience in merchandise / sales environment
• Showcase and AS400
• Retail Call Center
• Collections experience
• Responsible to supervise a team of CSR's to include accountability for time and attendance, goal setting and attainment, problem solving, and appropriate disciplinary actions
• Act as an information source and answer CSR's questions, assign tasks and following up; giving instructions as needed
• Use analytical skills to assess successes, failures, issues, obstacles, trends, and other items that affect campaign results
• Preparing and directing schedules and monitoring attendance
• Follow up and resolve customer complaints and questions
• Carrying out performance measurement, monitoring, and evaluation of all agents to improve efficiencies
• Spearhead, oversee, conduct, and attend regularly scheduled monitoring sessions with client’s services and clients
• Work with the Director of Operations, Client Services, and/or client(s) to determine the number of Sales Representatives to be assigned to each project
• Other duties as assigned by Director of Operations, and/or other members of management
• Bachelor's degree in Sales, Marketing, and/or Business preferred
• Two years previous supervisory experience, including employee evaluations, corrective counseling, motivational techniques, employee development and understanding of acceptable Human Resources practices is required
• Proven customer service and sales history to include proven abilities to overall objections required
• Excellent attendance is critical
• Excellent organizational and time management skills are required
• Knowledge of direct sales processes and procedures preferred
• Excellent mathematical and analytical skills are preferred
• One year of experience in the telemarketing industry
• Must possess outstanding leadership abilities, including the ability to supervise and manage the activities of numerous people
• Must possess the ability resolve conflict effectively

Systems Support & Customer Call Center Supervisor Lacey Resume Examples & Samples

• Working-level workload management skills - plan and organize assignments to create timely, accurate work products. Work efficiently, remain focused, and handle interruptions effectively
• Mastery-level research skills – collect, synthesize, and evaluate information
• Mastery-level problem solving skills
• Mastery-level technical consulting skill -- provide long term strategic and change management consultation
• Working-level customer service skills - build and maintain customer relations and satisfaction
• Read the job posting very carefully. Find out as much as you can about the position
• Make sure you are very diligent in following all the application instructions. Include all requested documentation
• Make sure your application and supplemental question responses address how you meet each of the required and desired qualifications
• Carefully read each of the supplemental questions and respond completely to each one. Pay careful attention to each component of the question, providing examples, and thoroughly describing when and where you achieved the proficiency level, and detail the types of work you performed, the work products, etc., to demonstrate 'how'
• Specifically include all of your work experiences doing the same or similar work, especially if you reference work in these jobs in describing when/where you gained proficiency level skills
• Staff Management & Development: recruit, train, coach, and develop staff call center patient access liaisons
• Work collaboratively to develop and deliver training and/or in-services for staff to support existing or new programs
• Facilitate communication, team building and customer service skills
• Ensure legal and/or regulatory compliance with HIPAA and Allina policies
• Demonstrate leadership qualities to motivate employees
• Assist operations manager with call routing design, interval scheduling and forecasting, and resource balancing of phone load
• Proactive and continuous review of staff schedules to insure all shifts are appropriately covered
• Call Center Quality: Make recommend RCC work process redesign requests as needed
• Develop quality call monitoring process
• Integrate quality controls in the RCC work processes
• Develop key quality measurements in critical call center processes that communicate true customer experience
• Analyze data to determine what changes to processes need to be made and make recommendations

Call Center Supervisor, Technical Support Resume Examples & Samples

• Participates in regular call monitoring calibration sessions to ensure that customer experience standards are consistent applied across the region
• Promotes professional service culture to achieve a complete service interaction: serving, solving, promoting and following through on opportunities for cross selling. Serves as a role model for the team in all aspects of the business. Balances the urgency of meeting business goals with focus on team success
• Implements and documents coaching, performance improvement, and recognition plans, as well as performance evaluations to optimize individual and team performance. Hires and builds a team of Representatives that has the ability and resources to achieve performance, diversity, and service goals
• Develops and implements recognition programs to encourage and reward Representatives for meeting targets related to serving, solving and selling
• Collaborates with Customer Care Manager, Customer Experience team and other Customer Care Supervisors to plan and coordinate efforts to ensure that Customer Care objectives are achieved
• Manages attendance trackers to track progressive steps for disciplinary action. Consults with Human Resources partners to determine eligible time off for employee leaves of absence
• Approves and manages exceptions and audits to accurately reflect productivity measurements
• Attends job-related training and informally remains current on Cox’s telephony, data, and video products and offerings, sales and leadership through completion of required/recommended training program

Call Center Supervisor, Account Services Resume Examples & Samples

• Formally and informally coaches and develops the performance of the team to ensure they have the capabilities required to meet targets and increase customer loyalty
• Monitors calls and evaluates individual Representative effectiveness on key behaviors to provide coaching to improve performance and the customer experience
• Participates in regular call monitoring calibration sessions to ensure that customer experience standards are consistent applied across the center
• Hires and builds a team of Representatives that has the ability and resources to achieve performance, diversity, and service goals
• Manages day-to-day activities and business to maintain momentum and a sense of urgency toward desired results. Continually focuses driving high standards of performance, correcting performance gaps, and works relentlessly to overcome obstacles and meet or exceed challenging goals
• Reviews calendar, schedules, and tasks to plan/modify work schedules and ensure customers are served and priorities are achieved
• Maintains a safe and positive work environment in compliance with all Cox safety policies
• Resolves complex customer complaints and handles issues escalated by team members in a timely manner
• Makes recommendations and/or decisions in real time to match capacity to demand and adjust methods of call handling to deliver the customer experience
• Leads team meetings/huddles to cascade information, coordinate efforts and communicate changes in direction, products, policies, expectations and performance against service, quality and sales goals, processes, and standards
• Communicates customer concerns, trends, recurring issues, sales and service opportunities, and related issues to higher leadership and within the Customer Care team
• Recommends and coordinates implementation of solutions with various Cox organizations
• Reviews Monthly Achievement Plan and Supervisor scorecard regularly with Manager to identify opportunities to improve results
• Collaborates with other departments to ensure that a high quality customer experience is achieved and to resolve system and process problems
• Collaborates with the Customer Operations team to ensure operational efficiency is achieved
• Controls expenses while meeting or exceeding system revenue goals
• Ensures that Representatives update all required customer information in a timely fashion
• Ensures accurate employee compensation by tracking and managing time and labor
• Manages attendance trackers to track progressive steps for disciplinary action
• Consults with Human Resources partners to determine eligible time off for employee leaves of absence
• Follows up on required Cox University course completion to keep the knowledge base and required certifications current
• Reports and follows up on Customer Care tool failure
• High school graduate or GED or equivalent work experience
• 3 years experience working as a team leader/team coach (formal Supervisor position not required) customer service, sales, retention, or retail environment
• 1 year work experience using Windows-based PCs, Microsoft Office (Word, Excel and Outlook) in a work setting
• Current or Prior Supervisory and/or Leadership experience, minimum 2 years, required
• Direct experience managing and/or leading 10 or more team members, preferred
• Call center experience in a medical billing environment, strongly preferred
• Supervises the day-to-day functions of the Patient Billing Call Center area. Has direct supervisory responsibility for 10-20 non-exempt employees. Accountable for the performance of the department and the employees. Responsible for making sure that the department has adequate phone coverage and that correspondence is processed in a timely manner
• Evaluates employee performance and conducts quarterly and annual employee reviews. Responsible for administering Performance Improvement plans when employee performance is sub-par; and responsible for administering disciplinary actions when policy violations occur
• Responds to and resolves complex problems in response to client billing inquiries and problems; this includes handling irate patient calls. Uses multiple billing systems and lab systems to research, troubleshoot and resolve problems in order to address patient complaints
• Provides coaching and guidance to staff and leads by example. Is an advocate of continuous improvement and LEAN principles. Performs formally documented GEMBA walks no less than twice per month
• Holds monthly departmental meetings with staff. Attends meetings as requested by management and Human Resources
• Reports directly to the Manager of Patient Customer Service

Temp Call Center Supervisor Resume Examples & Samples

• Delivers performance reviews of team members, conducts disciplinary interview/counseling, and completes and files all necessary HR documentation
• Participates in client quality calibration sessions
• Solid knowledge of computers and software applications including spreadsheet (Microsoft Excel), word processing (Microsoft Word), and e-mail (Microsoft Outlook) software applications
• Strong customer services skills
• Ability to speak effectively before groups of customers or employees of the organization
• Ability to work in a fast-paced environment, adapt to changing priorities, meet deadlines, multi-task effectively and work well under pressure
• Ability to follow defined procedures and deal with different and specialized situations
• Ability to plan own work and the work of others and lead work groups or teams

IMS Help Desk Services Call Center Supervisor Resume Examples & Samples

• Perform all supervisory responsibilities associated with the IMS Help Desk Call Center services department including employee related issues
• Enforce company policies and procedures as a member of management for all employees within the Help Desk Services department
• Present a professional image as a representative of the company
• Establish and maintain effective professional working relationships with co-workers and every level of management
• Determine the goals of IMS Help Desk Call Center Services within broad outlines provided by IMS management and contribute to the continuity of computer services by providing necessary technical leadership and project coordination
• Forecast call center trends, prepare value added metrics, and prepare the call center for future growth
• Stay abreast of the latest developments in IMS technology and remain highly technically competent at all levels of data processing while striving for enhanced user productivity through implementation of new software technology where applicable and the implementation of policies that more effectively utilize IMS resources
• Evaluate customer satisfaction and SLAs in relation to the Help Desk Call Center services
• Serve as a technical resource to the Call Center Technicians
• Train Call Center Technicians
• Create/maintain/interpret Call Center policies and procedures
• Good understanding of current applications and trends in IMS technology
• Ability to analyze information related to computer technology to assist in directing company management in the selection of software and hardware to meet the needs of the organization
• Ability to exercise strong judgment in analyzing, appraising, evaluation and solving problems of a difficult procedural, organizational, administrative or technical nature
• Ability to travel to other Berry locations
• College degree preferable or equivalent work experience
• A+ certification
• Insures call center metrics and measures are achieved
• Actively supports the agents to insure they feel aligned with the company and call center goals
• Communicates effectively with internal and external customers, agents, peers and management
• Provides ongoing training to team as operational changes and updates are made
• Works with management to effectively implement new programs
• Responds to requests for information regarding calls, safety and policy
• Coaches and interacts with agents to support their development and performance
• Conducts annual performance reviews
• Monitors, assesses and communicates performance and behavioral incidents with agents according to disciplinary guidelines
• Makes independent decisions based on customers’ situations which requires sound judgment and interpretation of established guidelines and policies
• Excellent interpersonal skills – must be able to relate to individuals and be supportive
• Excellent communication skills (written and verbal, good listener)
• Strong aptitude and enthusiasm for learning and teaching others
• Ability to take direction and work independently
• Advocate for change management
• Demonstrate leadership – leading by example
• Adaptability and flexibility – to changes and priorities
• Minimum high school diploma; college degree preferred
• Minimum of 3-5 years of call center supervisory experience, including coaching, motivating employees, writing and delivering performance and disciplinary evaluations
• Familiarity with ACD systems and reporting, call center metrics
• Working knowledge of computer systems, Windows applications
• Working knowledge with SAP is desirable
• Meet service level, call handling of both inbound and out bound calls, and performance objectives supporting corporate goals and objectives
• Communicate and uphold policies pertaining to fulfillment of end-to-end vision
• Supervise and contribute to improving results of service programs to improve delivery of end-to-end service
• Recruit and assist with the training of new hires

Technical Support / Call Center Supervisor Resume Examples & Samples

• Experience with desktop operating systems including Windows ( Microsoft Office Word, Excel, Outlook, PowerPoint)
• Basic understanding of computer systems and internet connectivity
• Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills
• 3-5 years supervision in a fast paced inbound support environment required. Technical support experience preferred
• Proven analytical and problem-solving abilities
• Ability to effectively prioritize and execute tasks in a high-pressure environment
• Experience working in a team-oriented collaborative environment

Operations Call Center Supervisor Resume Examples & Samples

• College degree or equivalent years of experience
• High balance collections experience preferred
• Ability to effectively motivate associates and drive increased performance
• Strong understanding of business drivers
• Effective verbal and written communication skills
• PC skills in a Window environment
• Previous call center experience preferred but not required

Imaging Call Center Supervisor Resume Examples & Samples

• Supervises the day-to-day activities in accordance to ensure quality and/or quantity goals are met. Identifies, coordinates and implements projects and/or programs to improve the quality and costeffectiveness of operations
• Ensures projects are completed on schedule following established procedures and schedules. Estimates personnel needs and assigns work to meet completion dates
• Reviews department/unit/area performance. Develops operating and customer service procedures. Ensures compliance with department/organization policies/procedures. May perform, especially in staff or professional groups, ongoing operational tasks of organizational units
• Supervises, coordinates and provides leadership to and reviews the work of assigned staff. Provides training, coaching, and professional development. Interviews and recommends candidates for employment or termination. Conducts performance evaluations and salary reviews for assigned staff. Resolves grievances
• Assists manager with development of short and long-range departmental goals and objectives. Accountable for non-payroll budget expenses. Participates in the budget planning and preparation process of assigned work units to meet the fiscal goals for capital, payroll and non-payroll expenses. Provides support and advice to management
• Serves as a liaison between management, other departments, subordinates and/or members. Resolves problems and complaints from client departments, other managers and/or members. Conducts analyses and produces management reports
• Kaiser Permanente conducts compensation reviews of positions on a routine basis. At any time, Kaiser Permanente reserves the right to reevaluate and change job descriptions, or to change such positions from salaried to hourly pay status. Such changes are generally implemented only after notice is given to affected employees
• Minimum three (3) years of experience supervising a multi-disciplinary staff of non-exempt and entry level exempt employees
• Experience with procedures/policies/regulations in a specific functional area
• Experience conducting training programs
• Experience with budget management
• Bachelor's Degree is required or equivalent
• Must have 2 to 5 years related experience, including supervisory experience
• Experience in call center operations preferred
• Experience with social platforms preferred
• Strong interpersonal communication skills including verbal, written, and presentation
• Provide oversight and guidance to 3rd party agents handling escalations and social media
• Facilitate weekly business reviews
• Occasional travel internationally for vendor site visits
• Results driven and self-motivated
• Proficient Microsoft Office skills, including Excel, Word, PowerPoint and Visio
• Supervise the call center workforce management team. (Forecasting, Scheduling, Real time management)
• Responsible for achieving service level on an interval, hourly, weekly and monthly basis
• Responsible for ensuring all field operations metrics are being met
• Accountable for supervising the relationship between workforce management team and the field and call center supervisors
• Accountable to ensure all field dispatching is being done on a timely manner
• Accountable for ensuring all daily reports are being published based upon the service level agreement
• Required to conduct field visits as deemed necessary

Call Center Supervisor, Customer Service Resume Examples & Samples

• Supervises the daily workflow and scheduling of inbound claim customer service representatives
• Compiles data and analyzes inbound ACD reports for key metrics
• Monitors individual performance through the review and analysis of operational reports
• Conducts quality monitoring to ensure accuracy of information provided to customers and quality of customer service
• Receives and resolves customer complaints in a timely and courteous manner and assists with incoming calls when need arises
• Serves as a technical subject matter expert and trains, coaches and develops new-hire employees
• Administers counseling and corrective actions for employees displaying problematic behaviors. Maintains appropriate progressive discipline logs and partners with Human Resources on facilitating the termination process when needed
• Supports staffing initiatives by screening, interviewing and selecting new employees for current job vacancies
• Bachelor’s degree in a related field (4 additional years of comparable work experience beyond the required years of experience may be substituted in lieu of a bachelor’s degree)
• Three or more years of call center experience
• Three years of experience in a call center supervisory/lead capacity
• Intermediate proficiency in Microsoft Office applications to include Word, Excel, PowerPoint and Outlook
• Strong organizational skills and ability to effectively communicate with customers and subordinate employees
• Three to five years of experience in Medicare Advantage, Part D (MAPD) operations
• Oversees one or more teams of customer service associates who handle customer service inquiries and problems via phone and/or email
• Ensures professional and courteous customer support services are delivered to romote a productive and positive relationship with customers
• Communicates with clients, vendors and other departments to ensure quality service delivery and customer satisfaction
• Considerable knowledge of the company’s products, services and business operations to enable resolution of customer inquiries
• Call Center 24x7 environments
• Some flexibility of hours is requiredIntermediate level supervisory role. Works under general direction of customer service management. Typically supervises a team of fifteen to thirty Contact Center Representatives. Typically requires a minimum of four years’ experience in a call center or customer service-related position in a service industry. Typically requires two or more years supervisory or team leadership experience. Demonstrates experienced level of competence and mentors entry level supervisors in the areas of problem solving, change management, strategic thinking and leadership

Mortgage Servicing Call Center Supervisor Resume Examples & Samples

• Insures MB Financial standards for customer relations are fulfilled within the servicing operation
• Monitors day to day activities of team members to ensure work is completed within standards
• Assists in the hiring, evaluating, and coaching team members

Clinical Call Center Supervisor Resume Examples & Samples

• Supervises and directs both clerical and nursing staff at the Clinical Contact Center
• Resource for staff questions
• Problem resolution for members and providers
• Call and documentation monitoring
• Interpretation of individual and team performance data: attendance; phone performance; appointment booking; and scripts and protocol utilization
• Is responsible for all appropriate documentation and reporting requirements, such as QA reports, performance evaluations, time sheets, and budget variance reports
• Establishes performance goals and provides counseling, coaching, feedback, recognition, training and development to staff
• Supervises the daily operations of staff and established work flows to achieve the service level goals for each department: Appropriately shifts staff between departments and work flows as needed; monitors all Contact Center pools for adherence to response guidelines; monitors real-time adherence and activity of staff; and monitors real-time inbound call queues
• Works with the Clinical Contact Center Control Desk staff to develop and interpret accurate and useful data on phone performance; uses data to establish individual, team and department performance standards and well as evaluate individual, team and department performance; uses data to motivate staff to meet, sustain and surpass performance goals
• Interviews applicants for the Tele-service role, using the formatted interview process, offering positions to qualified candidates
• Follows the Corrective Action process with employees, when indicated and terminates employees appropriately utilizing this Corrective Action process
• Ensures accurate electronic payroll for all direct reports per the established guidelines
• Works with other Clinical Contact Center staff and leadership to identify trends; develop quality improvement programs focused on areas requiring improvement, training, retraining; areas of excellence to be emulated; methods, procedures and programs to increase external and internal satisfaction with KPMAS phone and appointment performance
• Works with the Medical Director of the Clinical Contact Center to resolve provider concerns; develops training and quality improvement programs to ensure appropriate use of scripts and protocols
• When needed works with Union Representatives, Shop Stewards to resolve contract issues; disciplinary action resolution; and resolution of employee grievances
• Serves as liaison to designated patient care department such as Pediatrics, OB, Adult Medicine, Surgical Specialties, Medical Specialties or Behavioral Health
• Responsible for implementing disaster recovery systems to ensure that service to members continues with minimum disruption when phone systems, electricity, and mainframe computers crash
• It requires assessment and diagnosis of problems, directing and escalating resolution to a variety of departments, vendors, and public utilities, activating back up systems, notifying the rest of the region, moving center staff to the emergency sites and resuming normal operations when systems return to service
• One (1) year of Call Center or Customer Service Center experience required, some portion of which must have involved significant volume phone operations and/or appointment booking
• Experience supervising or leading employers
• Experience with use and interpretation of quantitative statistical reports and analysis preferred
• Experience with telephony, PCs, queuing theory, forecasting and scheduling preferred
• Bachelor's degree in business administration or health care administration or equivalent (Additional four years) combination of education and experience preferred
• Computer literacy (spreadsheets) preferred
• Understanding of health care organization, provider needs preferred
• Supervises, organizes, mentors and coaches customer care representatives and leads
• Responsible for directing and implementing a broad range of customer care activities to include resolving complex or sensitive customer complaints and difficult telephone calls
• Participates in the performance review of staff
• Involved in the skill development of team members through recurring coaching and training sessions
• Partner with Human Resources to administer company policies to include performance and attendance as well as recruitment hiring, interviewing and selection
• Customer billing systems or troubleshooting tools preferred
• Current/Previous experience in cable/High speed Data services and/or experience in the Telecommunications industry preferred
• 1 - 3 years Supervisory experience, preferably in a call center environment, or enrolled in/have completed the LEAD Program and/or additional experience including the coach desk, nesting coach, quality, training, talent acquisition, human capital, and OSC
• Strong understanding of TeleTech's business, core values, and goals
• Ability to lead and partner successfully with staff and chain of command
• Proficient English, both written and verbal
• Open, honest, and empathetic manner when dealing with people
• Strong attention to detail and desire to follow procedures
• High customer service orientation
• Working knowledge of database applications such as MS Office(Excel, Outlook, PowerPoint), Oracle, Kronos or ability to learn technology quickly
• High level of integrity, honesty, and judgment
• Must be flexible with schedule up to and including willingness to work overnights if needed
• Knowledge of call center business
• Data analysis and reporting
• Action planning
• Customer Satisfaction Scores
• AHT - (Average Handling Time)
• Quality Scores
• FCR - (First Call Resolution)
• RPC - (Revenue Per Call)
• 80% Coaching Action Plan (CAP) utilization
• Improve the key success metrics associated with quality and goals. These include
• Develop, coach, support, and evaluate the team. Responsible for development of staff. Previous experience working in similar environment with demonstrated ability to train team members, in‐person or virtually, as called for. Tracks TTECH U completion rates. Establish realistic team goals and performance objectives. Provide real‐time feedback to staff. Hold team accountable for meeting all performance indicators/metrics, using reporting tools and techniques. Provide constant coaching to Team Leads, one‐on‐one sessions, and design action plans to improve performance. Follow up with action plans and provide career development advice to staff. (Coaching, achievement motivation, influence, communication, mentor, judgment, accountability)
• Ensure team has tools, systems, and support needed to perform their job. Must be able to identify and set up ideal workspace per job requirements; this includes having access to the proper equipment required to fully perform all job functions. Escalate system level issues to the appropriate systems/IT support/ vendor team. Clearly identify all system level errors including the scope of problems and relative urgency. Provide clear documentation of problems via e‐mail or ticketing system to the appropriate team. Ensure that problems have been addressed. (Problem solving, system troubleshooting, communication, reporting, attention to detail)

Banking Call Center Supervisor Resume Examples & Samples

• In coordination with the Customer Contact Center Manager, responsible for the day to day supervision of assigned staff including, but not limited to, interviewing, hiring, training, assigning and directing work, coaching and counseling, and performance reviews
• Will work as agent in the Customer Contact Center throughout peak periods and as needed
• Coordinates training for new agents with regional Trainers
• Provides Contact Center staff with on-going training to enhance staff’s ability to assist customers and trouble shoot all areas of customer concerns
• Assists Customer Contact Center Manager with monitoring agent and operator calls, rating the call performance and providing feedback to agents and operators through coaching sessions
• Prepares daily reports pertaining to Contact Center staff performance, such as number of calls taken, number of calls ended without resolution, call duration, etc
• Responsible for maintaining a working knowledge of all company software, products and services required to effectively answer both agent and customer inquiries
• Supervisor will assist Customer Contact Center Manager with updating Customer Contact Center manual, which includes best practices as well as step by step procedures for job tasks
• Supervisor will assist Customer Contact Center Manager with updating and testing the Customer Contact Center Business Continuity Plan
• High school diploma, general education degree (GED), or equivalent required; Bachelor’s or Associates degree a plus
• 3 or more years’ experience in customer service in the banking industry required. 1 or more years’ experience in call center setting strongly preferred
• Must have good working knowledge of banking regulations
• Must be bilingual in English and Spanish with the ability to speak, read, and write effectively in both languages
• Previous supervisory experience strongly preferred
• Must have the ability to direct, lead, and motivate others in a team environment
• Must have demonstrated, excellent customer service skills
• Must have excellent judgement and decision making skills with the ability to effectively resolve escalated customer and staff concerns
• Strong analytical, time management, organizational and problem-solving skills with the ability to multi-task and work in a fast-paced, deadline-driven environment
• Strong computer skills including proficiency with Microsoft Office suite of products (specifically Word, Excel and PowerPoint) and the ability to learn and utilize custom banking systems and applications in a rapidly. changing business and technology environment
• Must be able to work a flexible schedule to include required evening and weekend hours
• Location/Facility – Round Rock, Texas
• High School Diploma / GED Equivalent Required
• Minimum 2 years’ experience in a Call Center or Service Center required
• 2 years supervisory experience preferred
• Employee development - Coaching, training, skill enhancement, annual reviews, reporting and follow up, career planning and goal setting, coaching database maintenance
• Administration - reporting, time entry in Peoplesoft, statistical analysis of own and others reports, meetings (intra- and inter- departmental), staffing, scheduling, vacation planning
• Team development - employee development and implementation, lead team meetings, evaluate and implement processes and procedures, new hire interviews, problem solving (teaching and doing), daily operation
• Cost Control - Analysis of variance within the dispatch function as well as making decisions about the amount to credit a customer or chargeback a contractor
• Business Development - Sales contractor and sales management interface, customer relations, bids, customer relations problem solving, and develop vendor relationships pertinent to new opportunities
• Contractor Relations - Coaching, follow up, recognition, liaison, problem solving
• Projects – Direct and oversee implementation as well as reporting on results
• Personal Development - Cross-training, seminars, sales calls and trade shows
• Accountable for ensuring call center staff are on task and meet call metrics and work objectives
• Accurately follow and explain policy and procedures as outlined in the Operations and Procedure Manual to staff
• Train document trip authorization according to the Operation and Procedure Manual
• Respond to customer inquiries and problems providing timely and accurate information or directing inquires to Managers
• Remain informed on new policy and procedures and other general information of interest to customers
• Report on metrics and work objectives
• High School Diploma required, Bachelor Degree preferred
• Excellent communication, interpersonal and negotiation skills required
• Working proficiency with metrics, measurements, reports and operations
• Knowledgeable in medical and health insurance (a plus)
• ACD/Non-ACD Expectations
• Handles inbound phone and email inquiries from Coworkers and Customers
• Provides performance feedback and coaching on a regular basis to each team member supporting a highly effective team that achieves high performing results
• Support the identification, development and implementation of continuous improvement ideas
• Advance RAC’s Mission of “Improving the quality of life for our coworkers and our customers.”
• Is available for employees who experience problems with interactions providing appropriate coaching, direction and resolution
• Supervise multiple call queues for Tier 1 Specialists and Tier 1 Generalists ensuring that all Solution Center activities are executed at a high performing level
• Supervise activities using I3 to ensure team is maintaining service levels that exceed coworker and supplier expectations
• Monitor operational efforts within their assigned call queues with the mindset of driving first call resolution, logging and tracking of Tier 1 / Tier 2 tickets, and reducing costs while providing first class service to both coworkers and customers
• Monitoring adherence to breaks and lunches in real time and assigning new times based on current state
• Monitors, coaches and supports incentive programs to motivate staff towards achieving results; supporst staff development of call handling skills. Provides leadership and direction while maintaining team morale
• Ensures staff performance, quality, productivity and attendance standards are met; posts statistics as appropriate. Follows up by monitoring progress and results and taking appropriate counter measures
• Encourages continuous improvement; involves others in planned process improvement efforts and measures; encourages/coaches individuals to follow a systematic improvement process
• Participates as a member of the supervisory team, cooperates with peers to build consensus and share responsibilities. Contributes to discussions, actions, and projects and helps resolve indifference or conflicts by identifying common ground and exploring potential solutions
• Assists human resources by interviewing prospective candidates and processing volutary and involuntary terminations
• Maintains attendance records, processes employee paperwork, submits payroll information as required and to support administration in an accurate and timely fashion
• Provides meeting leadership, management, and facilitation; prepares for meetings in advance and follows up with a complete meeting record to participants
• Supports department projects as needed including any special assignments/working hours
• Four or more years of customer service experience
• Experience working with help desk software
• Must be able to obtain and maintain government security clearance which includes a criminal background check, credit check, and verification of US citizenship
• US CITIZENSHIP IS REQUIRED for government clearance
• Ability to plan own work and work of others
• Ability to handle confidential information
• Ability to exercise initiative and judgment as well as make decisions within the scope of assigned authority
• High School Graduate or GED required
• Associates’ degree (AA) from a two-year college or university or equivalent combination of education and experience preferred. Job Experience
• Previous Supervisory Experience REQUIRED
• Six (6) months to one (1) year related experience is required
• Serves as the team's manager on duty by supervising and directing the daily activities of the team and assisting team members as needed to resolve problems and complete tasks; assigns tasks as appropriate; notifies Manager, Customer Solutions Center of issues/trends as appropriate
• Ensures service levels are maintained, manages escalation procedures, and addresses calls requiring escalation or call back
• Monitors and audits communications from team members to customers and stores ensuring productivity, process, and quality assurance; provides direction, correction, and counsel to team members as appropriate
• Supervises, plans and prepares work schedules according to budget, workload, and business objectives
• Observes and evaluates team members' performances and completes performance reviews and individual training, improvement, and development plans
• Monitors and ensures queue watch procedures and triggers are followed by the team to ensure team and team member performance
• Participates with the CSC Manager in the recruiting, interviewing, and hiring process
• May perform other duties as assigned
• Must have a High School diploma or equivalent and customer service/call center experience (College degree or equivalent in training or experience preferred)
• Call center supervisory experience or equivalent (Preferred)
• Experience or familiarity with the "Out Here" Lifestyle of the Tractor Supply Customers (Preferred)
• Experienced with FFA, 4H, Agri-Business, Rural Development, Live Stock, etc. (Preferred)
• Store operations, retail, and customer service experience (Preferred)
• Must possess basic computer skills and strong knowledge of Microsoft Office Suite
• Must possess good verbal, listening, and written communication skills
• Must possess strong analytical and problem solving skills
• Must have the ability to work as a part of an operations/contact center team focused on servicing and assisting Tractor Supply Company customers
• Must have call logging/ticketing experience (HEAT, Remedy, or similar)
• Must have strong interpersonal skills, interacts with others in a positive and respectful manner; approachable and easy to interact with
• Must have coaching and mentoring skills, leads by example, transfers and imparts knowledge and expertise
• Must be flexible and adaptable; works effectively in changing and ambiguous circumstances
• Assures the consistent delivery of results against key metrics
• Manage daily operations beyond team boundaries
• Ability to fully commit to completing assigned responsibilities with minimal supervision
• Resolves escalated issues from Associates, Customers and Internal/External partners
• Foster development of effective working relationships with internal and external partners
• Development and implementation of new approaches/procedures to effect continual improvements in the efficiency and effectiveness of the department
• Coach, train and develop associates through written and oral feedback to enhance performance
• Write and administer effective performance appraisals
• Conducts and attends communication meetings
• May establish and maintain relationships with relevant client representatives and / or internal partners
• Cultivates an environment that encourages personal growth and development, open communication, teamwork and associate engagement
• Supports and champions organizational change initiatives
• Create/update policies and procedures related to fraud prevention to improve efficiency
• Perform trend and link analysis to detect fraudulent patterns and trends
• Conduct interviews and recommends talented candidates to maintain a dedicated, high performing workforce
• Develop solutions to identify emerging fraud trends
• Completing floor responsibilities such as monitoring TSF, productivity and compliance standards
• Motivate associates to improve performance by developing and implementing innovative recognition ideas
• Addresses and resolves associate issues by exercising good judgment and acting as an associate advocate
• Evaluate and coach to call quality, accuracy and productivity to meet/exceed departmental standards
• Facilitates decision making in “grey" areas and is capable of thinking outside the box when appropriate
• Participate in special projects and task forces outside of normal responsibilities
• 1+ years of previous supervisory experience
• Ability to work with Analytics Department to streamline processes, systems and to concisely report data
• Superior time management and organizational skills with the ability to manage multiple tasks and simultaneously
• Strong computer/systems skills, ability to utilize standard software applications, including MS Office suite
• 2 to 5 years of call center experience
• Strong compliance background with working knowledge of SARS, OFAC, FinCEN
• Ability to develop and define fraud prevention strategies to support fraud detection optimization, and provide leadership in developing new areas of analysis to support our growth model
• Ability to provide continuous analysis of loss data
• Two or more years of financial services Compliance experience
• Superior analytical, critical thinking and decision-making skills
• Understanding of statistics, data analysis, and staff plan execution
• Bachelors degree or equivalent experience
• Professional and mature in all situations
• Excellent customer service and sales skills
• Ability to lead and motivate
• Organized and self-motivated
• Supervising call center representatives and day to day operations
• Resource scheduling
• Creating and organizing technical information
• Supporting new R&D product offerings
• Actively participating in Call Center phone support
• Training call center resources
• Up to 10 % travel may be necessary
• Call Center machine lab
• Associate degree with 3+ years technical experience or equivalent
• Minimum three years' experience in a resource management position
• Supervisor experience required
• Exceptional written & communication skills
• Ability to provide methodical technical troubleshooting support through phone and e-mail
• Ability to multitask in fast paced environment
• Exceptional organization skills
• Ability to read and understand mechanical drawings, schematics, and PLC logic is preferred
• Understanding of various mechanical, pneumatic, and electrical components and the ability to explain how they function independently and as a system
• Responsible for managing the team’s performance by ensuring that departmental objectives, and OKRs are met monitoring, organizing, and coaching team on a day-to-day basis
• Responsible to manage achieving KPI
• Responsible to answer Inquiry & resolved complaint customer
• Responsible for budgeted
• Ensuring people have Grab Culture and Value
• Minimum D3 any major, with experienced as Supervisor/ Asistant Manager
• Call Canter Skills, understand manage floor / real time floor management, prefer understand Zen desk
• Minimum 2 year as Supervisor
• Directly supervises a team of 10 – 20 Call Center Representatives. Is responsible for conducting on the job training, assisting in classroom training, and acting as a role model for Call Center Representatives to ensure that the staff is delivering a consistent high level of quality service to our members. Coaches cross-selling techniques on a daily basis to recognize available opportunities. Trains, monitors, coaches and develops Call Center representative staff on a daily basis. Monitors these techniques and daily performance of account representative staff and recommends areas of opportunity when needed
• Incumbents are expected to spend 80% of their time coaching and developing call center representatives
• Responsible for the account representatives are delivering a consistent high level of quality member service. Maintains excellent service levels by inspiring a “sense of urgency.”
• Coaches employees for performance improvements, personal development and ensures their schedule adherence
• Maintains confidentiality and integrity of all member accounts, as well as confidentiality with employees
• Provides technical assistance regarding VyStar services, policies, and procedures
• Answers member’s questions and resolves escalated member issues regarding VyStar services, policies, and procedures
• Monitors calls weekly on each representative on their team, in addition to calls referred by the Quality Assurance team for resolution
• Conducts a minimum of two monthly side-by-side interaction with each representative on their team to review their monthly performance relative to department standards. Establishes action/development plans for improvement and continued success for employees
• Evaluates their unit employees’ performance and prepares and administers each employee’s annual evaluation
• Is expected to be visible and accessible on the floor through management in motion (MIM)to all Call Center representatives to be able to respond to their questions and work needs
• Works to create a positive work environment to promote team synergy
• Accountable for conflict resolution within the team environment
• Prepares and administers disciplinary write-ups as needed
• Conducts timely team meetings to ensure Call Center representative are informed of the most up to date and new processes and procedures as needed
• Encourages and supports employees to exercise decision making authority that is given to them by encouraging them to make judgments and decisions in the best interest of the member by always doing the right thing
• Discusses reasons for loan application denials with members who appeal their loan denials, suggesting ways to establish or improve credit and financial conditions. Refers further appeals to Lending Services Management, with recommendations on decisions and reasons thereof
• Actively participates in Managers/Supervisors meetings to discuss process improvements and procedure changes to identify and eliminate inefficiency. May join a process team to execute and implement enhancements
• Participates in VyStar sponsored community activities to educate members and non-members on the benefits of VyStar membership
• Analyzes call management system and schedule adherence system data closely on a daily basis to eliminate any inefficiency in order to meet Call Center service level objectives. Directly responsible and held accountable for units’ productivity, quality, accuracy, and professionalism
• Must be proficient in all call center technology, including Click2Coach, Blue Pumpkin, Report Retriever, SmartWriter, CUNA Mutual WebTool, Eport, Harland WebTool, WESS (web enable self-service system), and TOM (time off management system), CentreVue, OMEGA, TWS Research, APPRO, FSBA/Miser, PSCU/EVOLVE. TRANZACT and PRIME ALLIANCE
• Monitors and reviews loans currently being processed to ensure proper compliance in all areas of lending to ensure loans are acted on in a timely manner. Reviews loan disbursed activity on a daily basis to ensure that we are on target for department monthly loan growth goals
• Monitors Call Center fee refund activity reports to coach employees to prevent or minimize unnecessary fee refunds
• Empowered to handle escalated member problems and complaints, and refers exceptional problems or issues requiring deviation from established policies and procedures to the Call Center Managers
• In their absence, acts as Call Center Manager as needed
• Closes and balances branch daily business. Investigates and resolves out of balance situations
• Interviews job applicants as needed
• The employee must meet and maintain all the requirements as a registered mortgage loan originator employed by a Federally regulated Institution with the Nationwide Mortgage Licensing System and Registry (NMLS). The employee must comply with all provisions of the Act as defined in the Secure and Fair Enforcement of Mortgage Licensing Act of 2008 (S.A.F.E. Act) and credit union S.A.F.E. Act Procedures
• Understand Listen empathetically and ask questions (70%/30% rule)
• Positive attitude, excellent written and verbal communication skills and the ability to relate well with others are required
• Must possess strong teaching and mentoring skills and a commitment to quality service. Must be able to work in a fast paced, changing environment and have a strong desire to assists members in meeting their financial needs
• Three years or more experience with a financial institution, preferably in a call center environment, in a position of loan or financial interviewing, credit investigation and direct member/customer service contact is preferred
• Experience in a leadership or supervisory position, or experience in the Help Desk Team, Quality Assurance Team, or Acting Supervisor role in the Call Center is preferred
• A minimum of one-year experience with a call management system, call recording system, and workforce management/schedule adherence system is preferred
• Proficiency in Microsoft Office products such as Word and Excel is required,
• Proficiency in Microsoft Office products such as Access and Power Point is preferred
• Demonstrates problem resolution, problem identification and conflict management
• Proficiency in all call center technology, including Click2Coach, Blue Pumpkin, Report Retriever, SmartWriter, CUNA Mutual WebTool, Eport, Harland WebTool, WESS (web enable self-service system), and TOM (time off management system), CentreVue, OMEGA, TWS Research, APPRO, Zeus/Miser, PSCU and Tranzact and Prime Alliance is preferred
• Be available to affect the entirety of the team's operations
• Manage by walking around. Be visible to answer questions
• Take calls that your agents can't handle and be available when an agent appears to need assistance
• Motivate and encourage agents through positive communication and feedback
• Pass a background check
• Successfully complete mandatory training and certification requirements in allotted timeframe
• Be available to work flexible/nontraditional hours, such as early mornings, evenings and weekends
• Bachelor’s Degree from an accredited college or university in a health or social services field
• Minimum 1 year of experience supervisory experience
• Minimum 1 year of experience in contact center operations managing Service Level Agreements (SLAs) and/or Key Performance Indicators (KPIs)
• Experienced with modern contact center technology (e.g. ACD, IVR, CRM, WFM)
• Knowledge of New Jersey FamilyCare/Medicaid programs
• Excellent communication skills and interpersonal skills
• Ability to express ideas in clear and concise manner
• Able to handle multiple tasks
• Able to organize, coordinate, direct, supervise, and lead teams of people
• Ability to handle ambiguity and change
• Manage a team of customer service representatives
• Be available to work flexible/nontraditional hours, such as early mornings and weekends (Shifts vary between 7am and 6 pm)
• Have in-depth working knowledge of Child Support, Child Care, Medicaid, Children’s Health Insurance Program (CHIP), Temporary Assistance for Needy Families, and the Supplemental Nutrition Assistance Program
• Oversee teams that support one or more of the Health Plan Service Operations functions: Member/Provider Services, Missed Treatment Surveillance, Care Coordination, or Medical Records/Renal Care
• Manage and develop direct reports
• Facilitate the development, implementation, and reporting of goals and performance standards, including monitoring productivity, monitoring associate quality and achieving service levels to meet both CMS regulation requirements and FHP goals
• Responsible for managing and oversight of training and reference materials including content, work instructions, and tools
• Review and comply with the Code of Business Conduct and all applicable company policies and procedures, local, state and federal laws and regulations
• Ensure all employees within the assigned team(s) understand and comply with the Code of Business Conduct and all applicable company policies and procedures, local, state and federal laws and regulations; establishing and maintaining effective internal systems and controls to promote compliance
• Provide direction to employees, according to established policies, procedures and management guidance
• Supervise day-to-day operations of employees. Responsible for hiring, coaching and counseling employees, including performance reviews, disciplinary action and terminations
• Provide technical guidance
• Assist with various projects as assigned by direct supervisor
• 2 – 3 years’ experience as an individual contributor; or 1 – 3 years’ experience as a Supervisor
• Previous experience in health care, preferably at a health plan, provider office, or a clinical role
• Excellent customer/interpersonal skills
• Demonstrated leadership and management abilities
• Organized and can function independent of immediate supervision
• Familiar with Microsoft Office applications, and computer user interfaces

Medicaid Call Center Supervisor Resume Examples & Samples

• Manage a team of Lead CSR's and CSR's
• Take calls that your staff can not handle and be available when staff appears to need assistance
• Monitor queue and track inbound calls. Keep Lead CSRs aware of inbound calls, calls waiting, abandonment rate, etc
• Meet as directed with your team. At a minimum, review the following topics
• Pass a background check and drug screening
• Bachelor’s Degree from an accredited college or university in a health or social services field or combination of education and experience requirements below totaling four (4) years
• Minimum 2 years of general expereince
• Ability to demonstrate proficiency in computer literacy, use of relevant computer applications such as MS Office, and use of other types of office technology
• Have in-depth working knowledge of Temporary Assistance for Needy Families (TANF), Supplemental Nutrition Assistance Program (SNAP), Medicaid programs, and managed care
• Experienced with modern contact center technology (e.g. ACD, IVR, CRM, WFM) preferred
• Ability to problem-solve and to think tactically and identify significant success factors
• Demonstrate and apply understanding of various roles and responsibilities within the Call Center team, such as but not limited to the Employee Advocate, Trainer and Quality Control functions
• Oversee daily activities of the Call Center by supporting, following and promoting standardized procedures
• Represent Trion at a strategic level in client and internal meetings to meet client goals
• Manage the quality of service provided by
• Bachelor’s Degree and/or equivalent work experience in third party benefits administration, supervisory, or client services environment required
• Minimum of 2 years experience leading others (directly or indirectly) while working collaboratively across departments and client teams
• Experience with supervisory responsibilities, such as, but not limited to talent selection process, new hire training, employee scheduling management, and performance reviews and goal setting processes preferred
• Experience working through an open enrollment or annual renewal benefits cycle preferred
• Experience within a Health and Welfare consulting, benefits brokerage, human resources consulting, health care, or employee benefits related industry is highly preferred
• Related exposure to Benefits Administration, COBRA, Spending Accounts, HRIS, and/or Payroll environments is highly preferred

Healthcare Call Center Supervisor Resume Examples & Samples

• Bachelor’s degree in Insurance, Healthcare or related field or equivalent work experience
• Typically 4+ years of relevant experience
• People management capability, including administrative tasks
• General knowledge of corporate organization and policies
• Intermediate skills in project management, communications, analysis and presentation
• Ability to develop, measure and present individual and team goals
• Basic knowledge of business, technical and functional area
• Solid communication skills
• Ability to assign and monitor tasks
• Ability to proactively and effectively manage risk
• Subject Matter Expertise in specialized area
• Ability to apply analytical skills
• Ability to resolve complex business issues
• Ability to motivate and inspire a team
• Provides front line supervision to a Call Center that takes incoming insurance related phone calls from agents and policy holders. Has direct leadership responsibilities for between 12 and 20 direct reports
• Continuously monitors Service Levels, Calls Holding, Abandonment Rates, etc. and makes appropriate adjustments throughout the day
• Be an available resource for escalated and/or queue calls holding
• Prepares various month end reports for call center results
• Motivate, coach and communicate with the associates by being visible on the floor
• Monitor attendance, timecards, sick time, etc. Has authority to recommend and take action as to the hiring, firing, advancement, demotion or promotion of team members. Responsible for career development, planning, performance and pay discussions of team members
• May contribute to the financial and resource planning for the results of the team. Leads improvement initiatives. Reviews structured problems, selects and applies standards and guidelines. Identifies underlying issues and considers possible alternatives
• Supervise a team of Customer Service CHAT/ESS/ASI/CRR/Outbound Agents, as well as various Support Staff positions. Motivate, mentor and develop subordinates to encourage growth and high performance
• Provide support to Call Center Management, including Call Center Managers and other departmental managers. Act as a back up to Call Center Operations Managers and makes operational decisions as needed
• Encourage and answer questions from Call Center employees regarding policies, procedures and customer issues
• Handle escalated customer calls requiring Supervisor/Manager attention as appropriate
• Ensure the phone orders are being entered in a timely manner and that all other work within the Call Center is being performed per established standards. Supervises assigned projects to completion
• Prepare written documentation regarding agent performance and administer agent employee evaluations
• Provide needed support for internal application process. Interview, hire, fire and perform corrective action as needed. Provide input, prepare, and conduct assigned team members’ evaluations
• Administer First Aid when necessary
• Perform duties as needed pertaining to incidents and BBP issues
• Facilitate documentation as required by regulatory compliance standards
• Interact and communicate with peers to achieve department objectives and goals; drive results
• May be asked to help with a variety of communicative subject matter that may include privileged and highly sensitive material. Maintains strict confidentiality on all job-related matters
• Conduct agent call, chat and email reviews as assigned and provide follow up
• Work with third party vendors to meet customer expectations including shipping confirmations, item availability and invoicing/payment processes
• Make staffing and scheduling decisions for the specialty groups taking into consideration catalog drops and email campaigns
• Identifies and implements opportunities for improvement in company policies and procedures to streamline workflows and enhance service delivery
• Responsible for employee staffing and ensuring program training for all employees (including product knowledge, proper language/communication training and overall support skills)
• Supervise and delegate tasks to team members and invest in their growth
• Four-year degree in business, management or related field preferred
• 1-2 years of customer support/call center/contact center/help desk, sales, relationship management preferred. Previous Merchant, processing, financial or technology related industry experience preferred
• Excellent communication skills (verbal, written and presentation)
• Proficient with Microsoft Office products such as Access, Word, Excel, Outlook and PowerPoint
• Ability to excel in a team environment, presenting a professional image and commanding the respect of staff, peers and senior leadership
• Ability to multi task and demonstrate flexibility
• Strong organizational and time management skills
• The role of the Call Center Authorization Supervisor is to supervise and coordinate the activities of the assigned department within the Call Center
• Ensure timely and efficient processing of work orders according to established company policies and procedures
• Ensure that reporting personnel are performing their work according to company policies and standards
• Maintain a high level of customer service and overall call quality of the team
• Ability to work flexible hours within the Call Center operating hours including weekends (mandatory)
• Ability to manage direct reports and retain departmental employees
• Ability to set and monitor Call Center metrics
• Ability to limit errors made by team and have effective recovery plans
• Ability to identify and communicate concerns, problems, and challenges to leadership in a positive, constructive, and solution-oriented manner
• Minimum of 2 years of experience working in a Supervisory or Managerial position within a Call Center or Customer Service Department
• Registered Florida pharmacy technician
• Experience working with health care professionals; pharmacy preferred
• Understanding of the pharmacist's clinical role in the care of Medicare patients
• Understanding of Medicare Part D drug benefit and basic design of the drug benefit
• Maintains a professional demeanor at all times
• Demonstrates empathy with callers through tone, language, questions and counseling
• Highly dependable

OPS Call Center Supervisor Resume Examples & Samples

• Basic oral and written communication skills
• Certified Pharmacy Technician
• Experience in a patient care environment
• High energy, mature and comfortable working with all levels of professionals, students and patients
• Responds in supportive manner to co-workers, students, patients and providers
• Articulate and understands how to communicate with seniors using the telephone
• Oversight of a non-clinical team delivering welcome call and health screening services telephonically to individuals receiving LTSS services within the state of Virginia
• Will be working closely with manager to ensure team and business needs are met
• Actively participate in the implementation and planning prior to program roll-out to ensure staff readiness and flawless execution across each region
• Coordinates, supervises and is accountable for the daily activities, quality, and productivity of the assigned team
• Facilitate team staff meetings in order to review and implement processes that allow for smooth and efficient operations
• Review with management individualized reports reflecting daily production and quality in order to accurately measure and monitor predetermined company, position and individual goals
• Provide support for the Engagement Specialist team including coaching on the staff’s ability to remain focused and productive each day though tasks may be repetitive adhering to specific timeframes for call completion
• Act as a liaison to the Care Coordination staff, the client and other internal business partners
• 2 year degree, or higher (4+ years of healthcare insurance experience may be considered in place of the degree requirement)
• 2+ years of Lead or Supervisory experience
• 3+ years of Customer Service experience and Call Center experience
• Intermediate (or higher) level of proficiency with Microsoft Office
• Ability to multitask and meet deadlines
• Medicaid, Medicare or Managed Care experience
• Manage call center representatives in the areas of productivity, quality audit scores, and customer satisfaction results
• Actively engage in recurring performance management activities (consistent coaching, employee evaluations, career development, etc.)
• Supervision, call monitoring, coaching, training and annual evaluations for Management approval on all JLL direct employees
• Acts as a system subject matter expert, answering questions, providing training and ensuring the structure and stability of implemented work order technologies
• Conduct audits within the team and systems to identify and suggest improvements to workflow that result in reduced turnaround, improved customer satisfaction, and enhance quality service
• Communicating solutions, successes and opportunities to Call Center Management
• Perform the work of the front line team on a regular basis and during peak times to maintain service goals, provide support as needed, and address escalated calls and non-standard customer service related issues
• Time tracking for staff, payroll activities, hiring, disciplining and terminations as required
• Receive incoming calls, email, and web requests from a variety of geographically located facilities in a professional, patient, timely and knowledgeable manner
• Determine the course of action for each call based on pre-established guidelines and policies & procedures including escalations and urgent work orders
• Develop an in-depth understanding of our client’s business, strategies, policies & procedures which allows us to provide a consistent comprehensive level of service
• Finds immediate solutions to customer problems at the surface level to minimize downtime and conducts a root cause analysis to mitigate future risk, escalating to Call Center Management as required
• Maintain individual daily productivity statistics/performance metrics
• Monitor telephony queue time data to maximize productivity and ensure daily/monthly/annual SLA’s are met
• 5 years of call center experience with a minimum of 2 years in a supervisory or lead position
• Proven knowledge of call center metrics and reporting software, experience in measuring call center performance
• Proactively seeks, understands and responds to the needs and expectations of both internal and external customers
• Must be able to coach, mentor and train
• Excellent typing skills and computer literacy, including a solid understanding of customer service applications, Microsoft Word, Outlook and Excel applications

Appointment Scheduling Call Center Supervisor Resume Examples & Samples

• Responsible for the supervision of staff, including having the authority to hire, transfer, lay off, promote, discipline and discharge, train, reward and review performance of employees. Ensures compliance to organizational and departmental policies and procedures
• Responsible for day-to-day operations of the Center including staffing based on call volume forecasting, problem solving and responding to unanticipated events
• Coordinate staffing and workflow with supervisor peers in the department and in the clinics, anticipating where possible call volume variations, service levels, and training issues to ensure high levels of patient satisfaction. Develop and monitor productivity standards, service level standards, and other performance measures as appropriate. Recommend modifications and/or additions as appropriate
• Maintain comprehensive knowledge of telecommunications systems and products which will support the operations of the Center and provide responsive, seamless and timely service to members and patients
• Maintain comprehensive knowledge of computer systems and applications that serve as a primary tool for department operations. Stay current on system enhancements and work with IS, Clinic Systems and management team to recommend changes/modifications where appropriate
• Provide regular reports for department management on service levels, productivity, patient satisfaction, and provider satisfaction. Identify opportunities for improvement and recommend changes as appropriate
• Develop and provide training programs that will ensure staff success and accuracy in registration and scheduling. Ensure that all staff are knowledgeable and skilled in customer service and provide on-going feedback and coaching to enhance those skills
• Participate with the management team in planning for space and workflow design, both short term and long term
• Demonstrate skill in planning, time management and organization of workload
• Demonstrate effective problem solving skills and recommend and/or implement solutions
• Represent the Center in meetings within the HPMG, corporate and external environment
• Demonstrate the ability to lead through change, being flexible and adaptable. Respond immediately where necessary to make adjustments in workflow and other operational issues
• Minimum of three years experience working with health insurance, with good understanding of the industry and network arrangements
• Minimum of two years supervisory experience in a call center setting
• Demonstrated skill in problem solving, planning, organizing and time management
• Strong skills in both verbal and written communication
• Ability to work independently, use judgement in decision making, and meet deadlines, while participating as a team member in the Center management team
• Minimum of two years supervisory experience in a healthcare call center
• Knowledge of telecommunications systems, including ACD
• Knowledge of with computerized scheduling and registration
• CALL Center as a Supervisor is a MUST
• Can manage a remote staff
• IT background to to manage equipment for remote staff
• Receives and resolves escalated calls and complaints
• Achieve, measure, report and communicate goal attainment for assigned team
• Develops and maintains area specific records, reviews and interprets reports
• Ensure accurate and timely communication of issues to Manager
• Coach, mentor, and develop agent team for skills expansion and promotional opportunities
• Maintains positive morale while accomplishing goals of call center operations
• Three (3-5) plus years Call Center Supervisory experience in a customer service environment
• Demonstrated interpersonal, coaching, and supervisory skills
• Willingness to work non-traditional shifts which meets the need of team and company
• Supervises all activities associated with a limited agenda of an operating department’s day-to-day production regimen
• Supervises assigned staff including responsibility for recruiting and performance management
• Ensures adherence to departmental budget by managing resources and over time while staying in budget
• Provides training, coaching, and mentoring to staff as appropriate
• Manages operational workflows; meet internal and external SLA’s (Service Level Agreements)
• Provides reports and updates to management as assigned or requested
• Ensures all processes meet HIPAA and Government security requirements with regards to sharing/storage/PHI (Personal Health Information)
• Develops and maintains work procedures, schedules and workflow
• Recommends process improvements
• Organizes and leads team meetings
• Ability to operate with strong personnel management skills to motivate staff and take corrective actions when necessary
• Ability to handle pressure and with deadline oriented project demands as well as manage multiple initiatives
• Ability to troubleshoot existing applications
• Ability to perform calculations, problem solve and use reasoning
• Ability to apply existing knowledge of health care marketplace including commercial and government insurance health plan organizations and HIPAA guidelines with their associated security requirements
• Ability to work proficiently with Microsoft Word, Excel, Power Point and Access
• Ability to work independently to meet predefined production and quality standards
• Ability to be flexible and adaptable
• Ability to build relationships both internally and externally
• 2 yrs HMS experience that includes 1 yr experience with proven leadership skills (i.e. Team Lead or similar position) and 2 years additional professional work experience

Call Center Supervisor Workforce Management AM Resume Examples & Samples

• Oversee day to day operations of Call Traffic department
• Generate new approaches to solving business issues by championing alternative ideas while promoting a continuous improvement philosophy
• Manage work of Staffing Coordinators and Floor Assistants. Evaluate, monitor, develop, and discipline as needed
• Act as a back up to direct reports, or other positions under Senior Analytics Supervisor, as needed
• Foster a workplace atmosphere that ensures positive morale, productivity and engagement
• Support middle and upper management by developing accurate reporting tools and writing reports
• Produce, analyze, and interpret reports based on a variety of data sources
• Write business correspondence and procedure manuals
• Complete special projects as assigned by the Senior Analytics Supervisor
• Interact and communicate with peers to achieve department objectives and goals
• Ability to effectively present information and respond to questions from groups of managers, clients, customers and internal employees
• Provide and monitor all communication throughout Call Center to ensure all information is communicated effectively and timely
• Participate in department project implementations
• Prepare a variety of communicative subject matter that may include privileged and highly sensitive material. Maintain strict confidentiality on all job-related matters
• Act as a resource to other Call Center staff; utilizing knowledge of the policies, procedures and function of the work place
• Maintain regular, predictable attendance

Nonlicensed Call Center Supervisor Resume Examples & Samples

• Knowledgeable on medical coding and billing procedures in a physician practice setting
• Ability to evaluate the effectiveness of existing methods and procedures
• Ability to communicate effectively with patients, clinical and administrative staff, and the public
• Ability to interpret, adapt and apply guidelines and policies and procedures
• Skill in dealing with interpersonal issues and customer relations
• Ability to handle multiple priorities at once with minimal supervision
• Ability to plan, organize, delegate and supervise
• The position requires at least two (2) to three (3) solid years of medical office experience in a supervisory or lead role
• Proven performance in solving operational issues within a healthcare setting
• Proven performance leading a successful team in a fast paced healthcare setting
• Making outbound calls to our members to schedule their in-home Advance Practice Clinician visit
• Perform Side By Side call handling evaluations / monitoring your team’s call activities and performing QA on calls
• Actively coach Associate Clinical Admin Coordinators to improve Member Experience goals and objectives
• Meeting Scheduling and call center metrics and goals
• 1+ year of experience leading, managing or supervising 5 or more direct reports in a Customer Service environment
• 1+ year of Call Center management experience
• Comfortable working Monday-Friday 10am-6:30pm with OT and weekends as needed
• Supervise and coordinate activities of staff engaged in customer service activities
• Training all Call Center Reps on systems and procedures and keep training manual up to date
• Help staff in resolving problems and completing work
• Communicate with other departments to resolve problems, expedite work and improve procedures
• Team player to step in to handle call volume when staff is low or volume is high
• Perform and conduct with manager, 30, 60 day, 6 month and annual performance reviews
• Plan & organize with manager all team meetings & product training opportunities
• Resolve complaints and answer questions for customers regarding services and procedures
• Review and check work of subordinates such as reports, records and applications for accuracy, content, and correct errors
• Monitor Customer phone calls and provide feedback (create scoring mechanism & checklists)
• Monitor and track department metrics (calls, emails)
• Monitor phones, email sales box, and other processes
• May be responsible for answering telephones and responding to self-service tickets during peak volumes
• Circulates the floor throughout the day to listen to conversations, provide instructions and be available for questions and escalated calls
• Monitor the ASC queues and adjust skills sets and off-phone activities throughout the day to minimize wait times and abandonment rates
• Develop lunch, break, SST, training and meeting schedules for Call Specialists each month to ensure call center staffing needs are met
• Track of attendance, daily statistics, paid time off, sick time, etc. and review with associate during monthly one-on-one sessions
• In partnership with Training, Knowledge and Quality Specialist as well as the Senior Call Specialists, provide training to staff for skills building and continual productivity improvement
• In partnership with Training, Knowledge and Quality Specialist as well as the Senior Call Specialists, monitor Call Specialists performance, both live and historical, by performing interaction audits to observe employee demeanor, technical accuracy and conformity to company policies and department standards
• At the end of each working day log into the "daily notebook" any feedback, long call information, analysis or reflections from that day's interaction with the agents
• Act as liaison with members of the HR and Payroll organizations as needed regarding escalated associate inquiries and/or issues
• Ensure professional development, counseling and recognition of all team personnel; hire, train and review all direct reports; motivate Call Reps through positive feedback and foster an atmosphere of openness and teamwork
• Meet with ASC Manager to report the progress of the call agent team and discuss any upcoming staffing needs
• Assist Manager, Associate Service Center with special projects and strategies to improve productivity and effectiveness of the team
• Associate's degree or equivalent combination of education and related work experience
• 3+ years' Supervisory experience supporting HR systems, payroll or in a high volume HR contact center
• Familiarity with HR, Benefits, Talent, Unemployment and Payroll processes
• Dedicated to providing outstanding customer service to ASC customers, business partners and associates at all levels of the organization
• Bachelor’s degree or equivalent combination of education and related work experience
• Experience in a high volume Human Resources customer service call center
• Experience working in Human Resources and/or Payroll in a documentation, communications, training, or quality assurance capacity
• Prior management/supervisory experienced preferred
• Experience working in Human Resources and/or Payroll Service center or customer service center environment, and familiarity with common service center tools (e.g. telephone, case management) is preferred
• Experience in delivering excellent customer service in a high transaction environment
• Exceptional Customer Service skills
• Strong leadership and relationship building skills
• Strong interpersonal, organizational, communication, time management and listening skills
• High attention to detail and policy compliance
• Able to manage multiple priorities on an ongoing basis while maintaining strong working relationships with internal and external partners
• Ability to adjust workload based on business needs as well as the ability to remain calm under pressure and coach staff to do the same
• Ability to deal with pressure from multiple sources
• Supervises assigned team/unit-s daily operations and related activities. Ensures team/unit contributes to the State and contractual service level standards
• Effectively schedules team/unit to ensure appropriate coverage and their production meets or exceeds quality standards, especially during peak call volumes, break and lunch times
• Effectively monitors, evaluates and distributes daily workload for assigned team/unit, uses the ACD Symposium system, queue displays and other tools, to ensure production standards are being met for inbound and outbound call handling, as well as other work activities assigned
• Responsible for Quality Assurance Monitoring of team/unit`s using Symposium and iDVR systems, following established guidelines, focusing on problem areas, coaching and completing required reporting
• Effectively supervises the completion of specially assigned tasks
• Understands the Call Center-s goals, as well as those for assigned team/unit; supervises to achieve goals in a timely manner by prioritizing work and using resources effectively
• Trains, coaches, counsels, and mentors enrollment counselors so they can efficiently and effectively perform their jobs and educate customers about all programs and health plans. Conducts regular team/unit meetings
• Develops at least one fully trained enrollment counselors to serve as a backup to the Supervisor to ensure continuity of team/unit operations
• Makes recommendations for revisions to existing procedures or for new procedures
• Adheres to company-s policy and procedures (attendance/conduct/dress code, etc.)
• Assists others and serves as an escalation point for resolution of issues within team/unit
• Performs any and all other duties as may be assigned by management

Medical Bill Review Call Center Supervisor Resume Examples & Samples

• Respond to issues and drive problem resolution in a timely fashion
• Maintain monthly statistics regarding employee and team performance for around 15 direct reports
• Ensure accuracy and timeliness of individual and team assigned work
• Engagement in client meetings, and client expectations and delivering that to the team via weekly team meetings
• Provide on-going performance coaching for team members
• May require one (1) or more years of experience in a functional area of Medical Bill Review, including but not limited to validation, link & authorization, support services and/or provider relations, and any other function in a Xerox BR SBU teams, as appropriate for assignment
• Complete additional projects as assigned by Management
• Temporarily assume the duties of other supervisors and/or a department manager as requested
• Two (2) or more years of experience in a medical or related business setting, preferably Workers’ Compensation or Health Insurance setting, but not required
• Minimum two (2) years supervisory experience
• Bachelor's Degree and 0-1 yr of supervisory experience OR Associate Degree and one (1) year of supervisory experience OR High School Diploma/GED and two (2) years of supervisory experience
• Ability to use Microsoft Windows – based software (i.e. Outlook, Word, Excel)
• Demonstrate the ability to identify, analyze and resolve issues impacting productivity and workflow in other past work environments
• Achieve the Quality and Sales Peak Performance results daily, weekly, monthly. They will work in collaboration with other Supervisors and Performance Coaches to drive continuous improvement
• Review daily progress of each account representative and review with each direct report. Coach behaviors needed to meet goals
• High School or equivalent required
• Total number of years’ experience in a given area - 1 to 3 years
• This individual must have an understanding of both the project and floor processes. Responsible for knowing up to 10 systems to help support the account representatives. Sales or call center experience with some supervisory responsibility
• This individual must have an understanding of both the project and call center metrics and processes. Must have knowledge of our systems and thorough product knowledge to support the account representatives. Sales or call center experience with some supervisory responsibility
• Provide direct supervision and work direction for department teammates in a high production, call center environment
• Analyze, summarize and communicate daily operational metrics to management
• Communicate effectively to leadership team on team’s progress and any areas of risk
• Ensure quality and accuracy of team’s work upstream
• Assist in the development and implementation of Standard Operating Procedures (SOPs) for department
• Help direct reports overcome any organizational obstacles encountered during projects
• Determine staffing plans that promote the most effective use of all teammates; ensuring coverage during teammate absences
• Facilitate teammate development (Performance Development Reviews - PDRs, coaching, mentoring, DaVita training, outside training) and collaborate with direct reports to create professional development goals
• Address teammate relations issues appropriately and escalate to Manager as necessary
• Understand basic wage and hour laws, federal, state and local laws and regulations, Medicare, and legislation affecting employment
• Develop and conduct educational programs to keep teammates up-to-date on DaVita policies, new laws and regulations impacting work, and other information necessary to maintain teammates’ knowledge of department processes and goals
• Minimum of 4 years’ experience in pharmacy, health care and/or insurance industries
• Minimum of 2 years’ supervisory experience over teams of 10 or more
• Intermediate computer skills and proficiency in MS Word, PowerPoint, and Outlook
• Ability to analyze data and make data-based leadership decisions for improved team metrics
• Demonstrated flexibility and ability to adapt easily to a fast-paced, changing environment and to follow through on tasks and assignments
• Ability to meet deadlines and to adjust priorities appropriately in an evolving work environment with shifting time frames
• Coach and train Consumer Services Representatives on trouble-shooting IOS, Android App, and Bluetooth devices and non-connectivity products
• Conduct New hire product and systems training
• Provide Call Quality Monitoring and Coaching
• Create Call center representatives Performance Reporting
• Initiate Disciplinary Action and Performance Improvement Plans
• Interview call center candidates
• Track Attendance and approvals
• Provide Annual Performance Review Assessments
• Respond to and resolve escalated consumer calls
• Two years’ experience working with Call Center Technology; including Call Center Management systems and Customer Record Management tools
• Proficiency in MS Office Programs with an emphasis on Excel, Outlook and Word
• Excellent written, verbal, and oral presentation skills
• Exceptional people leadership skills and motivation to achieve results in a fast- paced environment
• Demonstrated coaching, training and development experience
• Assists less experienced service center representatives resolve complex customer questions
• Researches complex customer inquiries and responds to appropriate parties in a timely manner
• Informs staff of service level issues and escalates issues to supervisor/manager in a timely manner to minimize corporate risk and enhance customer service experience
• Assists with establishing and obtaining goals for acceptable performance in accordance with client service agreements
• Motivate staff through positive feedback to meet service level goals
• Supervises daily transactions to ensure policy and procedures are in accordance with service level agreement
• Assists supervisor/manager with the day-to-day operations of the customer service area, including training and/or mentoring less experienced staff
• Experience with Medicaid/Healthcare
• Supervises and coaches staff to ensure all duties are performed and completed in an accurate and timely manner
• Compiles and analyzes dispute data to monitor department statistics, and provides reports to management
• Ensures deadlines are met and reallocates workloads as appropriate
• Works with manager to establish service and quality standards, and ensures these are met
• May assist manager with budgeting and financial forecasting for department
• Approves timecards, overtime, and time off requests
• Monitors and implements procedural and system changes affecting the department
• Knowledge of MS Office software, such as Word, Excel, and Access database
• Excellent interpersonal skills to work with team members, customers, and interface with other departments
• Develops subordinates through continued coaching and feedback on performance. Assigns daily responsibilities to PSTLs and Reps (e.g., dedicated programs, outbound projects, etc.) Creates and analyzes reports designed to monitor overall operations and performance of the call center (e.g. Quantify Data, Trending KPI’s, etc.)
• Works closely with Client Services and Sales to ensure the smooth implementation of new accounts
• Reviews new and updated accounts with Team Leads and/or Reps (one-on-one)
• Ensures that system emergencies are handled appropriately, with direction and assistance from IT and/or the appropriate vendors
• Ensure that operational and customer related functions of the call center are completed timely, accurate and sufficient to meet standards
• Meets with peers and Manager regularly to discuss and analyze productivity, service and future plans for growth
• In the Call Center Manager’s absence, assists with the daily management of the center. Performs other related duties and special projects as requested
• Supervise Call Center staff, set positive example to all employees by providing consistent support and positive leadership, and quality customer service
• Assist with customer complaints or inquiries from client or senior management
• Assist in identifying training needs
• Monitor random calls to improve quality
• Minimize errors and track performance

Call Center Supervisor Tuesday Saturday Resume Examples & Samples

• Prepare written documentation regarding representative’s performance in the workplace. Evaluate, monitor, discipline, coach and counsel agents as appropriate, assuring timeliness and consistency
• Perform all opening and closing duties
• Coordinate major IT issues with Staffing Coordinator
• Coordinate special requests with warehouse staff and works with other departments as needed
• Maintain Call Center’s service level goals. React according to established standards and make necessary changes to ensure proper coverage in all operational areas
• Promote an environment that encourages employee engagement
• Customer complaint resolution obtain daily service disruptions in Excel Workbook
• Provide subordinate coaching and assistance when required
• Has the authority to make the recommendation to hire and fire and to implement discipline and direct work of Dispatch employees
• Interviews applicants; Handles employee grievances and complaints
• Monitor real time call flow, inbound dispatcher availability, service levels and other critical call statistics to ensure calls are answered in a timely manner and abandon calls are minimized
• Fill in as a Dispatcher when required ;Recommend promotions
• Ensure overall compliance with various office policies such as: uniforms, use of electronic devices, phone compliance, meal breaks and attendance
• Establishes and communicates performance standards and objectives; conducts performance appraisals
• Conducts one-on-one meetings with staff to discuss performance issues (e.g. attendance, attitude, work performance) and develop corrective action plans, as needed
• Develops subordinates through continued coaching and feedback on performance. Assigns daily responsibilities to PSTLs and Reps (e.g., dedicated programs, outbound projects, etc.)
• Creates and analyzes reports designed to monitor overall operations and performance of the call center (e.g. Quantify Data, Trending KPI’s, etc.). Works closely with Client Services and Sales to ensure the smooth implementation of new accounts
• Reviews new and updated accounts with Team Leads and/or Reps (one-on-one). Ensures that system emergencies are handled appropriately, with direction and assistance from IT and/or the appropriate vendors. Ensure that operational and customer related functions of the call center are completed timely, accurate and sufficient to meet standards
• Meets with peers and Manager regularly to discuss and analyze productivity, service and future plans for growth. Assist with any Team Lead, Representative or general center responsibilities, when required (e.g., answering QA lines, walk-around, traffic monitoring, quality monitoring, training, taking calls, scheduling, etc.). In the Call Center Manager’s absence, assists with the daily management of the center
• Ability to inspire trust and credibility to support agents and leads in a helpdesk environment
• Must be able to ensure agents and leads are meeting or exceeding client expectations
• Excellent team building skills
• Ability to plan well and prioritize multiple projects simultaneously
• Maintain character under tight pressure in a fast paced environment
• Bachelor's degree or associate's degree from an accredited institution
• 1+ year(s) experience in call center management
• Passion for technology
• Technical certifications preferred
• Experience with Avaya CMS and other helpdesk reporting tools
• Proven team building experience, must have a track record of building teams that consistently exceed client expectations
• Must show a passion for lifelong learning
• Plan, coordinate and conduct training for new hires as well as ongoing training for established agents
• Monitor inbound and outbound calls with all agents, to ensure adherence to best practices, quality and efficiency. Provide feedback and motivation
• Be proactive with observations, by reporting trends, adjustments and/or recommendations for the program on a regular basis
• Provide coaching and mentoring to agents, delivering feedback on call performance and other key performance indicators
• Motivate call center agents to achieve performance objectives and team goals
• Manage inbound and outbound call strategies
• Review trend reports against program goals and ensure metric goals are met
• Participate in regular business reviews with the American Standard team
• Manage the day-to-day communication and successful operation of the program
• Understand all aspects of the offered products and programs
• Phone support for inbound client accounts, as needed
• 3-5 years of related experience (call center sales management and call center training experience highly desirable)
• Proven track record of successful management of call center agents, for inbound and outbound lead generation or sales
• Minimum 1 year experience as manager in direct response call center environment
• Must have excellent oral, written, communication and presentation skills
• A sales background with the ability to close
• Proven leadership skills and solid account or project management experience
• Highly organized and detail-oriented
• Proficient in the MS Office Suite (Excel, Word)
• A self-motivated team player who interfaces well on all levels with minimal direction
• A positive attitude with high enthusiasm and a desire to provide top-notch service
• Ability to prioritize tasks and resolve issues quickly
• Experience in using a CRM or lead management database, such as Lead Perfection, preferred
• Successfully build, lead and develop a team to achieve exceptional customer service through telephone interactions at our Contact Center
• Display initiative to succeed in an entrepreneurial culture
• Consistently demonstrate professional verbal and written communication, interpersonal and organizational skills
• Exhibit problem solving and conflict resolution skills, organization and the ability to multi-task within a fast paced Contact Center environment
• Hire, train, coach, mentor, and develop associates
• Manage time to ensure completion of daily service reports, Contact Center overviews and weekly payroll reconciliation
• Maintain composure when handling unexpected challenges and competing demands
• Minimum three years' leadership experience in a customer service or retail environment
• Proficient in PC-based applications
• Flexibility to work a retail schedule that includes nights, weekends, holidays, and special events
• Oversee individuals who apply clinical judgment and develop chemical dependency treatment plans to help identify the most appropriate level of care for members
• Provide assistance to Case Management associates in resolving service complaints to answer questions regarding services or billing
• Investigate infrastructure tools and communicate and implement findings to optimize productivity and performance
• Use objective tools, information, data, and feedback to establish performance goals for individuals and the team; create spreadsheets with appropriate data to provide others with organized statistical reports concerning performance goals; supervise individuals who support quality services to serve client needs and maintain retention standards
• Research and use best practices to achieve project implementation goals and preferred outcomes
• Follow organization standards to maintain quality service
• Make periodic visits, explore specific needs, and resolve problems to build and maintain client relationships
• Collect, analyze, and summarize data to prepare reports and make recommendations
• One to three years Supervisory experience working in a heavily regulated environment, managing individuals who provide quality behavioral health services to customers
• Associate's Degree or equivalent required
• Be an expert in all services/features and local attractions/activities to anticipate and respond to guest inquiries promptly and accurately
• Instills a calm, organized approach when interacting in stressful situations
• Approach internal and external guest opportunities with a sense of heartfelt care and urgency; provide prompt follow-up to ensure 100% guest satisfaction
• Ensure that sufficient staffing is present to meet the daily business demands
• Maintain confidentiality of guest information and follow proper protocol to secure and protect pertinent data
• Foster and maintain strong, positive relationships with team members across all departments through communication and regular face-to-face interaction
• Assist management to recruit, hire, train and successfully support and manage the talent of all new and existing team members
• High school diploma or general education degree (GED or two to three years related experience and/or training; or equivalent combination of education and experience)
• Minimum of one year supervisory experience in a high volume setting preferred
• Previous hospitality experience in a Four Diamond quality organization preferred
• Previous experience with Windows, Office, and property management systems highly desirable
• Must be able to understand, speak, read, and write in the basic English language
• Ability to effectively communicate and provide directions in a clear, concise and professional manner in both verbal and written form
• Demonstrate ability to compute basic arithmetic
• Must be available to work, varied shifts and flexible schedules

Related Job Titles

• • Kickstarted a mentorship program that improved agent performance by 20%
• • Resolved customer complaints effectively, increasing customer satisfaction by 30%
• • Developed efficient problem-solving protocols, resulting in a 15% decrease in average call resolution time.
• • Supervised an efficient onboarding process for new agents, reducing turnover by 10%
• • Managed shift scheduling effectively, reducing staff absence rate by 25%
• • Recognized for developing a CSR training program that increased productivity by 30%.
• • Managed escalation procedures, reducing resolution time by 20%
• • Implemented a performance tracking system that increased productivity by 15%
• • Developed strategies that improved agent adherence to schedule by 25%.

5 Call Center Supervisor Resume Examples & Guide for 2024

As a call center supervisor, your resume must prominently display your leadership skills. Showcase your experience in managing teams and driving performance standards. Your resume should also highlight your proficiency in call center technology. Demonstrate your ability to utilize software and tools to streamline operations and enhance customer service.

All resume examples in this guide

Resume Guide

Demystifying the call center supervisor resume format, decoding the call center supervisor resume experience section, essential call center supervisor hard and soft skills for your resume, highlighting education and certification on your call center supervisor resume, summary or objective: maximizing the impact of the top third of your resume, additional sections to amplify your call center supervisor resume, key takeaways.

A specific challenge faced by a Call Center Supervisor when creating their resume is effectively highlighting their ability to manage a team, resolve customer issues quickly, and improve overall operational efficiency. Our guide can assist in addressing this challenge by offering tailored advice on how to quantify these achievements with relevant metrics and giving tips on the right keywords to use that draw attention to their leadership and problem-solving skills.

Dive into our concise guide to learn how to:

• Show your call center supervisor career's brightest moments through your resume's summary, objective, and experience sections.
• Explore top-notch call center supervisor resume examples to understand how to distinguish yourself from other candidates.
• Identify the most sought-after call center supervisor skills and certifications in the industry.
• Design a structured yet unique resume layout.

Recommended reads:

• Client Support Specialist resume
• Call Center Customer Service resume
• Customer Service Coordinator resume
• Customer Support Engineer resume
• Client Partner resume

While a touch of creativity can be appealing, it's the clarity and relevance of your call center supervisor resume format that truly resonates with recruiters.

To ensure your resume not only captures attention but also maintains it, consider these four streamlined steps:

• If your career boasts a wealth of pertinent and recent accomplishments, the reverse-chronological resume format is your ally. It naturally emphasizes your experience, placing your most recent roles at the forefront.
• Design a straightforward header: incorporate your contact information, a headline reflecting the position you're vying for or your current designation, and a link to your professional portfolio.
• While brevity is key, if you're targeting a senior position or have accumulated over ten years of industry-relevant experience, extending your resume to two pages is permissible.
• To ensure consistent formatting across various platforms, always save and submit your call center supervisor resume as a PDF.

Upload your resume

Drop your resume here or choose a file . PDF & DOCX only. Max 2MB file size.

At the end of the day, recruiters care most about how easily they can scan and read your resume layout. Unless you're aiming for a role in a creative field, it might be best to stick with a straightforward layout and format. Instead, put your energy into showcasing your experience.

Essential sections for a standout call center supervisor resume:

• The top section should combine your header—with accurate contact details—and a concise summary or objective that encapsulates your professional achievements.
• An experience section that chronicles your career trajectory and how each role contributed to your professional development.
• Highlight significant achievements that demonstrate the practical application of your skills, leading to tangible results.
• Include industry-recognized certifications to underscore your technical proficiency or interpersonal skills.
• Detail your educational background relevant to the field.

What recruiters want to see on your resume:

• Leadership Experience: Prior experience in leading a team, particularly in a call center setting, showcasing team management, mentoring, and coaching skills.
• Performance Metrics: Evidence of meeting or exceeding KPIs (Key Performance Indicators) such as average handle time, first-call resolution rate, customer satisfaction score, etc.
• Operational Knowledge: Understanding of the call center operations, including knowledge of call routing technology, workforce management, and compliance regulations.
• Problem-Solving Skills: Instances where critical-thinking and problem-solving skills were utilized to handle escalated issues or improve processes.
• Communication Skills: Excellent verbal and written communication skills, with importance placed on clarity, tact, and the ability to handle difficult situations calmly and professionally.
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Once you've settled on your resume's format, the next step is detailing your professional journey.

Many call center supervisor professionals grapple with this section, especially when balancing between extensive or limited experience. Here's a roadmap to navigate this:

• Limit bullet points under each job role to six, focusing on high-impact contributions.
• Highlight achievements that resonate with the job's requirements, rather than just listing duties.
• Detail any on-the-job certifications or skills acquired and their relevance to your growth.
• Choose impactful verbs for each bullet, avoiding overused terms like "managed".
• Infuse relevant keywords from the job posting, especially in the context of accomplishments.

For more insights, explore these curated examples from seasoned call center supervisor professionals:

• Supervised a team of 15 call center representatives, ensuring high-quality customer service and meeting performance metrics.
• Implemented new training program resulting in a 20% improvement in first-call resolution rate.
• Developed and implemented strategies to reduce customer wait time by 30%, leading to increased customer satisfaction.
• Managed escalated customer issues, resolving complex problems and maintaining positive customer relationships.
• Led a team of 20 call center agents, achieving a 15% increase in customer satisfaction ratings.
• Implemented call monitoring system resulting in a 25% improvement in agent performance.
• Collaborated with cross-functional teams to develop and launch a customer loyalty program, resulting in a 10% increase in customer retention.
• Created and delivered training sessions on effective communication and conflict resolution for call center staff.
• Oversaw a team of 12 call center representatives, achieving a 95% customer satisfaction rating.
• Developed and implemented call center scripts resulting in a 20% reduction in average call handling time.
• Led the implementation of a new CRM system, improving the efficiency of call center operations by 15%.
• Provided coaching and mentoring to team members, resulting in a 10% increase in employee performance.
• Managed a team of 18 call center agents, meeting service level agreements with 98% adherence.
• Implemented workforce management system resulting in a 30% reduction in staffing costs while maintaining customer satisfaction.
• Developed and executed quality assurance programs, driving a 15% improvement in agent performance.
• Collaborated with IT department to implement IVR system, reducing call abandonment rate by 20%.
• Supervised a team of 25 call center representatives, achieving an average customer satisfaction rating of 4.8 out of 5.
• Implemented chatbot integration, resulting in a 35% reduction in call volumes and improved response time.
• Led the implementation of a knowledge base system, resulting in a 25% improvement in first-contact resolution rate.
• Developed and delivered training programs on empathy and active listening skills for call center staff.
• Managed a team of 10 call center agents, achieving a 90% customer satisfaction rating.
• Implemented call routing system resulting in a 15% reduction in average call transfer time.
• Developed and executed performance improvement plans, resulting in a 10% increase in agent productivity.
• Collaborated with marketing department to design and implement a customer survey, gathering valuable feedback for service enhancements.
• Supervise a team of 30 call center representatives, ensuring adherence to quality standards and meeting performance objectives.
• Implement data-driven strategies resulting in a 15% improvement in customer satisfaction scores.
• Lead the implementation of a cloud-based telephony system, improving call routing efficiency by 20%.
• Conduct regular coaching sessions to enhance agent skills and achieve individual and team targets.
• Led a team of 16 call center agents, achieving a 92% customer satisfaction rating.
• Implemented gamification techniques resulting in a 20% increase in agent engagement and productivity.
• Developed and implemented a call escalation protocol, reducing the average escalation time by 30%.
• Collaborated with training department to develop product knowledge modules for call center staff.
• Managed a team of 22 call center representatives, achieving an 85% first-call resolution rate.
• Implemented speech analytics software resulting in a 25% improvement in call quality and compliance.
• Developed and executed customer feedback surveys, resulting in a 15% increase in customer satisfaction ratings.
• Collaborated with workforce management to optimize staffing levels, reducing average wait time by 20%.
• Supervised a team of 14 call center agents, achieving a 90% customer satisfaction rating.
• Implemented performance tracking system resulting in a 30% reduction in agent idle time.
• Developed and implemented a customer escalation process, improving issue resolution time by 25%.
• Collaborated with IT department to implement a ticketing system, streamlining issue tracking and resolution.

Quantifying impact on your resume

• Include the number of agents you have managed and how this showcases your ability to handle a team.
• Detail any percentage decrease in average call handling time under your supervision, reflecting efficiency improvements.
• List any cost savings achieved through efficient resource management, showing fiscal responsibility.
• Highlight the number or percentage of customer satisfaction scores achieved, demonstrating service quality focus.
• Document the increased percentage of first call resolutions during your tenure, indicating problem-solving effectiveness.
• Specify the number of training sessions led or the amount of new hires trained, displaying leadership and coaching skills.
• Showcase the reduction in agent attrition rate if applicable, suggesting improved staff morale and retention.
• Indicate the growth in sales or upsells resulting from your strategies to emphasize revenue generation capabilities.

No experience, no problem: writing your call center supervisor resume

You're set on the call center supervisor role of your dreams. Yet, you have little to no work experience . Here's how you can curate your resume to substitute your lack of experience:

• Don't list every single role you've had so far, but focus on the ones that align with the job you're applying for
• Include any valid experience in the field - whether it's a university research project, or a summer internship
• Highlight the soft skills you're bringing along - those that will have an added value to your application.
• Focus on your education and certifications, especially if they make sense for the role.
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Ensure your call center supervisor experience descriptions resonate with both tech-savvy and non-tech audiences. Adopting a consistent format, such as task-action-result, can lend clarity and coherence to your experience section.

Recruiters evaluate not just your professional history, but also how your skills resonate with the job's requirements.

Your skills are categorized into:

• Hard or technical skills : These reflect your proficiency in specific tasks or technologies.
• Soft skills : These pertain to your interpersonal abilities and how you adapt to various situations.

When crafting your resume, ensure you:

• Highlight five to six skills that directly align with the job description.
• Integrate industry-specific keywords while also emphasizing your unique strengths.
• Support your skills with an achievements section, detailing tangible outcomes.
• Quantify your proficiency wherever possible, rather than merely listing skills.

To help you, we've curated a list of the most sought-after hard and soft skills for call center supervisor roles.

Top skills for your call center supervisor resume

Customer Service

Call Center Operations Management

Quality Control

Performance Metrics Analysis

Data Analysis

Knowledge of CRM software

Troubleshooting

Conflict Resolution

Technical Support

Communication

Problem-solving

Time Management

Decision-making

Multitasking

Stress Management

Double-check the spelling of all skills and tools on your resume. Remember, software like the Applicant Tracker System (ATS) scans for these details.

Your education section is a testament to your foundational knowledge and expertise.

• Detailing your academic qualifications, including the institution and duration.
• If you're still studying, mention your anticipated graduation date.
• Omit degrees that aren't pertinent to the job.
• Highlight academic experiences that underscore significant milestones.

For call center supervisor roles, relevant education and certifications can set you apart.

To effectively showcase your qualifications:

• List all pertinent degrees and certifications in line with the job requirements.
• Include additional certifications if they bolster your application.
• Provide concise details: certification name, institution, and dates.
• If you're pursuing a relevant certification, indicate your expected completion date.

Your education and certification sections validate both your foundational and advanced knowledge in the industry.

Best certifications to list on your resume

• Certified Telecommunications Network Specialist (CTNS) - Certified Telecommunications Network Specialist (CTNS)
• Dale Carnegie Leadership Training for Managers - Dale Carnegie Training

If you have basic certificates, place them in the skills or experience section. This saves space for high-demand industry certificates.

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The top third of your call center supervisor resume is crucial. It's often the first thing recruiters see and can set the tone for the rest of your application.

Whether you choose a resume summary or a resume objective , make it count. The former is great for showcasing career highlights, while the latter balances your achievements with your future aspirations.

Both should be tailored to the role, as there's no universal approach to crafting the perfect call center supervisor summary or objective. Use the examples below as a starting point.

Resume summary and objective examples for a call center supervisor resume

• With close to a decade of experience in customer service, I've built my career around empathetic and effective communication. In my previous role as an Assistant Manager at a global telecommunications company, I led a team of 40+ to achieve a 15% increase in customer satisfaction ratings. Proficient in CRM software and conflict resolution.
• A dedicated professional bringing forth a track record of success in the retail industry. Now, keen to apply my leadership skills and a strong knack for problem-solving to the call center environment. With proven ability to train, supervise, and motivate teams, my goal is to boost overall performance by implementing strategic planning and high-quality customer service.
• Having spent 5 years as a Counseling Supervisor, I have honed my abilities in staff management and developed excellent interpersonal skills. Now eager to bring these transferable skills into the call center sector. I'm well-versed in stress management techniques, which I believe will be key to maintaining a positive work environment that encourages employee engagement and customer satisfaction.
• A Software Engineer with over 7 years of experience, possessing strong analytical skills and a detail-oriented mindset. Looking forward to stepping into the call center supervisor role, utilizing my technical background to optimize call routing systems and improve operational efficiency. Committed to fostering a supportive and collaborative team culture to drive customer service excellence.
• Ambitious graduate with a degree in Business Management, seeking an entry-level position as a Call Center Supervisor. Equipped with coursework in leadership, operations management, and customer relationship strategies, I am determined to provide impeccable customer service and drive team performance to new heights.
• Determined and enthusiastic, I am a recent Psychology graduate aspiring to contribute to a dynamic call center environment. Leveraging strong communication and negotiation skills, I aim to ensure remarkable customer service experience while creating a cohesive team environment that thrives on professionalism and mutual respect.

To further personalize your resume and showcase a broader spectrum of your professional journey, consider adding:

• Projects that highlight your hands-on experience.
• Awards that recognize your industry contributions.
• Volunteer work that underscores your community involvement and soft skills.
• Hobbies that offer a glimpse into your personality and passions.
• Format your call center supervisor resume for clarity and coherence, ensuring it aligns with the role.
• Highlight key sections (header, summary/objective, experience, skills, certifications) within your call center supervisor resume.
• Quantify achievements and align them with skills and job requirements.
• Feature both technical and personal skills across your resume for a balanced portrayal.

Looking to build your own Call Center Supervisor resume?

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Samples › Call Center Supervisor

Call Center Supervisor 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 Supervisor oversees call center operations and teams to ensure customer satisfaction. Below is a general job description for a Call Center Supervisor:

Call center supervisors lead teams call center agents. The supervisors function as a part of the management team and are responsible for overseeing the day to day operations of assigned departments. Call center supervisors must have an excellent working knowledge of all company policies and procedures as they collaborate with other directors, service line employees and managers to perform a variety of administrative duties related to staff management, customer care, assessment, education and quality assessment. Payscale

If this is the kind of job you want or you have, you're in the right place! We have a resume example for you and three tips from our professional resume writers below.

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 Supervisor 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 SUPERVISOR PROFESSIONAL

Talented people manager and IT(information technology) Professional 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

Technical Support

Team Leadership

Call Center Operations

Presentations

Problem Solving

Quality Control

Documentation

Customer Relations

Project Management

PROFESSIONAL EXPERIENCE

Technical Customer Service Team 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 network

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

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

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 supervisor resume

 Now that you’ve seen an example of a job winning Call Center Supervisor 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 Supervisor 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 Supervisor 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.

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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 Supervisor Resume Example (Free Guide)

Create an call center supervisor resume that lands you the interview with our free examples and writing tips. use and customize our template and land an interview today..

This article provides an example of a resume for a Call Center Supervisor position. It includes useful tips and guidance on how to create a resume that accurately reflects your experience and qualifications. It also provides a sample resume to help you get started. With this detailed resume example, you can create a strong, professional resume that will help you get noticed by employers.

We will cover:

• How to write a resume , no matter your industry or job title.
• What to put on a resume to stand out.
• The top skills employers from every industry want to see.
• How to build a resume fast with our professional Resume Builder .
• What a resume template is, and why you should use it.

What does a Call Center Supervisor do?

A Call Center Supervisor is responsible for managing a team of call center agents, providing guidance and support in order to ensure they are providing excellent customer service. They are also responsible for monitoring and evaluating calls, providing coaching and feedback to agents, and developing solutions to customer service problems. Additionally, they are often responsible for hiring, training, and scheduling staff, as well as conducting performance reviews.

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What are some responsibilities of a Call Center Supervisor?

• Developing and monitoring staff performance
• Ensuring quality customer service is provided
• Organizing staff shifts and schedules
• Training and onboarding new staff
• Managing customer complaints and inquiries
• Monitoring customer feedback and trends
• Making sure that staff adhere to company policies and regulations
• Analyzing data to make decisions on improving customer service

Sample Call Center Supervisor Resume for Inspiration

Personal Details: Name: John Smith Address: 123 Main Street, Anytown, USA Phone: (123) 456-7890 Email: [email protected]

Summary: John Smith is an experienced Call Center Supervisor with over 10 years of experience in the field. He has a proven track record of successfully leading teams and ensuring customer satisfaction. He is highly organized, detail-oriented, and able to effectively manage multiple tasks and deadlines.

Work Experience:

• Call Center Supervisor, ABC Company, Anytown, USA (2015-Present)
• Manage a team of 15 customer service representatives and ensure customer satisfaction
• Monitor daily performance metrics and identify areas of improvement
• Train and mentor new customer service representatives
• Develop and implement new policies and procedures
• Call Center Representative, XYZ Company, Anytown, USA (2005-2015)
• Provided excellent customer service to customers
• Responded to customer inquiries in a timely manner
• Assisted in resolving customer complaints

Education: Bachelor of Science in Business Administration, Anytown University, Anytown, USA (2005)

• Customer Service
• Performance Management
• Training & Development

Certifications: Certified Call Center Manager (CCCM)

Languages: English (Native), Spanish (Conversational)

Resume tips for Call Center Supervisor

Creating a perfect, career-launching resume is no easy task. Following general writing rules can help, but it is also smart to get advice tailored to your specific job search. When you’re new to the employment world, you need Call Center Supervisor resume tips. We collected the best tips from seasoned Call Center Supervisor - Check out their advice to not only make your writing process easier but also increase your chances of creating a resume that piques the interest of prospective employers.

• Highlight your leadership and management experience in a prominent section.
• Detail your ability to manage customer service quality and handle customer complaints.
• Mention your team-building skills, such as your ability to motivate and lead a team.
• Showcase any successful projects you have managed and the results you achieved.
• Include any technical skills and software proficiencies you have.

Call Center Supervisor Resume Summary Examples

A call center supervisor resume summary or resume objective is important to include as it gives potential employers an overview of your skills and experience. It also allows you to highlight why you are the best candidate for the position. A strong resume summary or objective can help employers quickly understand why you are qualified for the position. By including relevant keywords and qualifications, you can make yourself stand out among the competition. For Example:

• Experienced Call Center Supervisor with 8+ years of experience leading large teams and managing customer service operations.
• Highly organized and analytical Call Center Supervisor with 5+ years of experience in a fast-paced environment.
• Dedicated Call Center Supervisor with 10+ years of experience in customer service and operations management.
• Innovative Call Center Supervisor with 6+ years of experience in overseeing customer service operations and increasing customer satisfaction.
• Resourceful Call Center Supervisor with 7+ years of experience leveraging technology to optimize customer service and streamline operations.

Build a Strong Experience Section for Your Call Center Supervisor Resume

A strong experience section in a call center supervisor resume is important because it allows you to showcase the key skills, knowledge, and experiences you bring to the role. It also gives potential employers an understanding of your prior successes and accomplishments. By highlighting your experience in a clear and concise manner, you can demonstrate that you have the skills and qualifications needed to handle the supervisor role. Furthermore, it allows you to differentiate yourself from other applicants by showcasing the unique strengths and abilities that you bring to the table. Ultimately, the experience section of a call center supervisor resume is the best way to make an impression on potential employers and convince them that you are the right candidate for the job. For Example:

• Demonstrated success in managing a call center environment, including overseeing day-to-day operations, coaching and developing staff, and ensuring customer satisfaction.
• Cultivated a team of 50+ customer service representatives to achieve a high-level of customer satisfaction.
• Established and maintained strong customer relationships through quality service and prompt resolution of customer issues.
• Regularly monitored call center performance to ensure accuracy and compliance with procedures and policies.
• Utilized a wide range of software to efficiently monitor and analyze customer interactions.
• Identified and implemented process improvements to enhance customer service and reduce costs.
• Developed, documented and implemented customer service standards and procedures.
• Managed customer inquiries and escalated complex issues to ensure timely resolution.
• Assisted in the recruitment, training, and development of call center employees.
• Provided guidance, motivation and direction to team members to ensure productivity.

Call Center Supervisor resume education example

A Call Center Supervisor typically needs at least a high school diploma or equivalent and may need to be proficient in one or more computer applications. Some employers may also require a degree in business, management, or a related field. Additionally, most employers require at least one year of experience working in a call center. Here is an example of an experience listing suitable for a Call Center Supervisor resume:

• Bachelor of Arts in Business Administration, University of California, Los Angeles, CA (2013)
• Certificate in Call Center Management, California State University, Long Beach, CA (2015)
• Certificate in Supervisory Leadership, UCLA Extension, Los Angeles, CA (2018)

Call Center Supervisor Skills for a Resume

Adding skills to a Call Center Supervisor Resume is important because it shows potential employers that you have the necessary qualifications and training to effectively manage a call center. It also highlights your abilities and expertise in the field. Including skills on your resume will allow employers to quickly and easily assess your suitability for the position. Examples of relevant skills for a Call Center Supervisor include customer service, problem-solving, conflict resolution, communication, team management, computer proficiency, and data analysis. Soft Skills:

• Organizational
• Problem-solving
• Interpersonal
• Communication
• Motivational
• Time Management
• Conflict Resolution
• Call Center Management
• Telephone Skills
• Training/Coaching
• Organizational Skills
• Performance Monitoring
• Quality Assurance
• Problem-Solving
• Computer Literacy

Common Mistakes to Avoid When Writing a Call Center Supervisor Resume

In this competitive job market, employers receive an average of 180 applications for each open position. To process these resumes, companies often rely on automated applicant tracking systems, which can sift through resumes and eliminate the least qualified applicants. If your resume is among the few that make it past these bots, it must still impress the recruiter or hiring manager. With so many applications coming in, recruiters typically give each resume only 5 seconds of their attention before deciding whether to discard it. Considering this, it's best to avoid including any distracting information on your application that could cause it to be thrown away. To help make sure your resume stands out, review the list below of what you should not include on your job application.

• Not including a cover letter. A cover letter is a great way to explain why you are the best candidate for the job and why you want the position.
• Using too much jargon. Hiring managers do not want to read a resume full of technical terms that they do not understand.
• Omitting important details. Make sure to include your contact information, educational background, job history, and any relevant skills and experiences.
• Using a generic template. Take the time to customize your resume to the job you are applying for. This will show the employer that you are serious about the position.
• Spelling and grammar errors. Always double-check your resume for typos, spelling mistakes, and grammar errors.
• Focusing too much on duties. Make sure to include accomplishments and successes to show the employer that you are a great candidate.
• Including personal information. Avoid including any personal information such as age, marital status, or religious beliefs.

Key takeaways for a Call Center Supervisor resume

• Demonstrated ability to motivate, manage, and lead a team of call center agents.
• Excellent problem solving, communication, and customer service skills.
• Proficient in call center software, databases, and other related technologies.
• Extensive experience in developing and implementing customer service strategies.
• Strong knowledge of call center operations and processes.
• Ability to resolve customer complaints in a timely manner.
• Flexible and adaptable to changing customer service needs.
• Excellent time management and organizational skills.

• Call Center Supervisor Resume Example

Resume Examples

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

Common Responsibilities Listed on Call Center Supervisor Resumes:

• Monitor call center performance metrics, such as average call wait time, customer satisfaction, and call abandonment rate
• Develop and implement strategies to improve customer service and increase customer satisfaction
• Train and coach call center agents on customer service best practices
• Monitor and evaluate agent performance and provide feedback
• Resolve customer complaints and escalate issues as needed
• Develop and implement call center policies and procedures
• Analyze call center data to identify trends and opportunities for improvement
• Manage and coordinate call center projects
• Develop and maintain relationships with customers and vendors
• Develop and implement quality assurance programs
• Develop and implement strategies to reduce call wait times
• Develop and implement strategies to reduce customer churn

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 Supervisor Resume Example:

• Implemented a new training program for call center agents, resulting in a 25% increase in customer satisfaction scores and a 10% decrease in call abandonment rates.
• Analyzed call center data to identify trends and opportunities for improvement, leading to the implementation of a new call routing system that reduced average call wait times by 30%.
• Developed and maintained relationships with key customers and vendors, resulting in a 15% increase in customer retention rates and a 20% increase in vendor satisfaction scores.
• Managed a project to implement a new quality assurance program, resulting in a 20% increase in agent performance and a 15% increase in customer satisfaction scores.
• Developed and implemented strategies to reduce call wait times, resulting in a 25% decrease in average call wait times and a 10% increase in customer satisfaction scores.
• Resolved customer complaints and escalated issues as needed, resulting in a 20% decrease in customer churn and a 15% increase in customer satisfaction scores.
• Monitored call center performance metrics and developed and implemented strategies to improve customer service, resulting in a 20% increase in customer satisfaction scores and a 10% decrease in call abandonment rates.
• Managed and coordinated call center projects, resulting in the successful implementation of a new call center software system that improved agent productivity by 30%.
• Developed and implemented call center policies and procedures, resulting in a 15% increase in agent performance and a 10% decrease in call abandonment rates.
• Call center operations management
• Customer service excellence
• Data analysis and reporting
• Training and development
• Quality assurance and performance improvement
• Project management and coordination
• Call routing and wait time reduction strategies
• Complaint resolution and escalation
• Customer retention and satisfaction
• Vendor relationship management
• Policy and procedure development
• Call center software proficiency

Top Skills & Keywords for Call Center Supervisor Resumes:

Hard skills.

• Call Center Operations Management
• Performance Metrics Analysis
• Customer Service Management
• Quality Assurance and Control
• Workforce Management
• Call Routing and Queuing
• Call Center Technology and Software
• Coaching and Training
• Conflict Resolution and Problem Solving
• Data Analysis and Reporting
• Project Management
• Budgeting and Resource Allocation

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 Supervisors:

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

Generate Your Resume Summary

Resume FAQs for Call Center Supervisors:

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

• Identify opportunities to further tailor your resume to the Call Center Supervisor 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 Supervisors:

Call center manager, call center team lead, customer service manager, customer service lead, customer service coordinator, customer service representative, inbound call center, customer support specialist.

Call Center Supervisor Resume Samples

A Call Center Supervisor takes up the duty of training and motivating the Call Center Representatives . The job description includes supervising the representatives as they handle customers and complaints and render support to clients. The other core duties are listed on the Call Center Supervisor Resume are as follows – hiring employees, monitoring the progress of the representatives or agents, cultivating knowledge and skills in them through proper coaching, handling escalated issues , identifying operational issues and suggesting suitable improvements.

Call Centers look for the following attributes in their Supervisors – proficiency with technology mainly with relevant software, and applications; exceptional verbal and written communication skills, a thorough understanding of the company’s product and services, ability to coach and motivate junior staff and the ability to navigate tense situations properly. While a high school is considered mandatory, more education preferably in management will be an asset.

• Resume Samples
• Customer Service
• Call Center Supervisor

Call Center Supervisor Resume

Objective : A flexible, team player, strong customer service orientation and ability to interface with all levels of the organization and external customers. I have the ability to encourage others and build strong work ethics. The qualities that I hold are confidence, honesty, flexibility, respect and value for others. I have the ability to lead activities to enhance social development of individuals. . I ensure client's right to privacy and maintained confidentially while working with client files.

Skills : Siebel,Microsoft Office Suite,Outlook, various Workforce Management programs.

Description :

• Successfully managed the activities of telemarketing and customer service team members in multiple locations.
• Created training manual targeted at resolving even the most difficult customer issue.
• Recruited, managed and trained new customer service and telemarketing representatives.
• Monitored the daily activities of the customer service department.
• Improved service quality and increased sales by developing a strong knowledge of company's products and services.
• Generated and distributed daily reports and order acknowledgments to appropriate personnel Identified key growth opportunities for the business through extensive Achieved 10% increase of quota within the first year as telemarketing Manager.
• Led sales calls with team members to establish sales and customer retention goals.
• Monitored customer preferences to determine focus of sales efforts.

Objective : Looking for a Call Center Supervisor Position to grow further in my career using the strong customer service experience and skills that i have built in my previous organizations.

Skills : Management, Customer Service, Sales, Computer Programs Knowledge.

• Coached for performance improvement with an emphasis on gaining the root cause of negative behavior.
• Provided development, motivation, and encouragement for team members to succeed in the job that they did for the company.
• Utilized various computer programs (Outlook, PowerPoint, Excel, and Word) administratively supported the team.
• Provided weekly key performance indicator stats to individual team members.
• Conducted recursive training to new hire and experienced agents.
• Actively built relationships with community agencies and led Outreach team.
• Managed priorities in constant changing environment; Responsible for quality/ production of data reports compiled by call center reps.
• Built strong inter-departmental relationships with various departments to streamline work processes Modeled attributes such as valuing diversity, communicating openly and honestly, demonstrating integrity, and leading change management.

Objective : 10+ years of Customer Dispute experience for leading companies like Huntington National Bank, Garden City Group, Gap, and Time Warner Cable. Previous experience as a Credit Card Specialist at Huntington Bank. Handled 100+ inbound calls on a daily basis. Researched fraud disputes for customers that called in. Researched and resolved disputes on their accounts and setting up balance transfers on credit card accounts.

Skills : Microsoft Office, Quicken, CISCO, Oracle Service Cloud.

• Managed and supervised a team of 10 agents that were responsible for answering customer calls related to class action cases.
• Assisted agents with questions and kept agents up to date on process changes and company updates.
• Responsible for taking the more challenging phone calls and addressing the concerns of the caller.
• Submitted daily reports providing status updates on my team members' performance, updated on different cases covered.
• Outlined team's goals for the next day.
• Approved the agents' hours in Tenrox, and helped make updates if time was input incorrectly.
• Communicated updates for the different projects that my team was responsible for to senior management.
• Facilitated team meetings to review new projects that were assigned to the team to go over expectations and to address any questions that the team had.

Objective : Responsible for ensuring that staff members work efficiently and effectively. Effectively read and react to the needs of each individual staff member in order to meet specific goals and deadlines. Supervise and contribute to the design of a call center's work areas, ensuring that they are visually appealing, professional, and functional.

Skills : Microsoft Office 2010, Management Skills, Supervising Skills.

• Managed team of 40 representatives in customer service and sales.
• Implemented performance management and productivity metrics.
• Measured and reported call volume analytics to ensure service levels were met.
• Conducted performance reviews, including: annual goal setting, development plans, and mid-year review.
• Implemented training and development programs for sales and customer service.
• Developed a process which increased customer satisfaction from 55% to 85% survey rate.
• Monitored and evaluated call/email and after-work times, call recordings/QA, productivity and attendance.
• Managed escalated calls from customers with concerns that affected service and quality.

Objective : To obtain a Call Center Supervisor position that allows me to utilize my leadership skills by assisting management with the daily operations of the organization while continuing to utilize my technical skills to support end users.

Skills : 10-Key, 10-Key, keyboard, Communication Skills.

• Promoted from customer service representative in the Call Center to Call Center Supervisor Act as primary backup for the Call Center Manager.
• Ensured all Wayne County and Department of Technology policies and procedures are adhered to.
• Worked with appropriate Department of Technology counterparts to provide all aspects of problem resolution including (but not limited to) problem identification, root cause analysis, troubleshooting, escalation, dispatch, and customer follow up.
• Ensured that appropriate escalation procedures are defined and followed to meet the stated goal of problem resolution.
• Proficiently completed Service Requests [moves, adds, or changes] assigned to the Call Center including (but not limited to) account creations, deletions, moves, Internet, network, and email access, generic email accounts, name changes, employee profiles.
• Provided software and procedural training to new call center employees, computer users and vendors of Wayne County.
• Worked with third party vendors to provide support services for Wayne County personnel.
• Ensured that all staff (including after-hours staff) are trained to provide excellent customer service and satisfaction, and remain courteous at all times when performing call center activities.

Objective : Distinguished executive accomplished in increasing organizational productivity, reducing staff turnover and discovering cost-saving solutions to operational problems.

Skills : Inventory Management, Human Resources Generalist, Certified Grant Writer Etc.

• Determined 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; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.
• Developed call center systems by developing customer interaction and voice response systems, and voice networks; designing user interfaces; developing and executing user acceptance test plans; planning and controlling implementations.
• Accomplished call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees.
• Administered scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
• Met call center financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.
• Prepared call center performance reports by collecting, analyzing, and summarizing data and trends.
• Accomplished organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.

Objective : Responsible for maintaining and improving 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; installing upgrades.

Skills : Customer Service, Customer Focus, Phone Skills, Listening.

• Assisted members and employees with telephone calls, answer questions about products and services; resolves problems.
• Scheduled, trained, and monitored the work of all Call Center Representatives; evaluates, reviews, and recommends to management salary adjustments or disciplinary action.
• Developed and maintained knowledge of new policies and procedures to ensure compliance with all applicable regulations Identifies cross sell opportunities and sells these services to members.
• Ensured member account information correctly entered on computer system and all paper documentation properly recorded.
• Proactively promoted cross sales culture within the department, both by example and training employees to identify the opportunities ensuring direct reports achieve 100% of their individual goals.
• Provided informed, prompt, professional and accurate service and support to all members and associates.
• Maintained a cohesive, highly trained, motivated staff sufficient to meet daily department demands.

Objective : Looking for a Call Center Supervisor position where I can demonstrate my customer service and management skills as well as my people skills. I have the ability to work in a team setting as well as by myself. I am looking for a company with a nice working environment and a chance for growth within the company.

Skills : Microsoft Office Suite, Sales Management, Customer Service, Technical Support, Account Management, Excel.

• Supervised all aspects of inbound customer service, billing, team leads and inbound sales departments, directly responsible for the performance and scheduling of 50 + sales and customer care service representatives while also overseeing 100+ representatives at any given time during my day.
• Developed higher call center standards by redesigning employee performance scorecards to capture essential qualities of high-level customer service.
• Implemented automated call center customer survey and tracking system, resulting in valuable feedback for continuous improvement efforts.
• Strengthened service development program by integrating strong mentoring / coaching elements into new employee trainings.
• Increased efficiency by playing a key role in the implementation and training of new CRM software system.
• Monitored all service and operational metrics to include adherence and occupancy of quality/quantity service levels.
• Coached and developed customer service representatives by conducting periodic one-on-one meetings to discuss performance statistics and career goals.
• Ensured high levels of customer service staffing through creating a motivating environment assimilating training quickly and then helping to train and coach other employees.

Objective : Self-starter seeking a challenging Call Center Supervisor position in a fast-paced company with growth opportunity where new applications and skills are learned and applied and accrued skills and abilities are built upon. Passionate, persistent analyst with both a technical background and customer relations skills. Quick learner can adapt to different environments by thinking creatively and collaborating with teammates.

Skills : MS Office, Planning Skills, Supervising Skills.

• Supervised 20-30 billing and service representatives including 2 team leads with another 30-40 indirectly.
• Evaluated monthly and annual performance assessments.
• Coached and trained representatives in methods and procedures of handling calls on various systems.
• Took over escalated calls from representatives and team leads as necessary.
• Audited adjustment and speedpay reports and prepare reports using Excel 2000 detailing errors encountered.
• Included disseminating information to divisions when errors are encountered.
• Produced detailed account reconciliation of billing statements for cable/internet and phone accounts including correcting errors in billing when noted.
• Worked with CMI Collections Agency in reporting of cable and phone accounts using Cable Data and Quintrex.

Objective : Call Center Supervisor is responsible for maximizing revenue and profitability of the product by managing the call center. This includes working with engineering, sales, and support to ensure revenue and customer satisfaction goals are met. It also includes working with marketing and sales to determine optimal marketing channels for product launch.

Skills : Project Management Certification, Call Center, Hiring Skills.

• Supervised and coordinated activities and operation of 20+ employees in the Contact Center Department.
• Carried out supervisory responsibilities in accordance with the organization's policies and applicable laws.
• Interviewed, hired and Trained employees Manages processes within the center and makes changes to maximize the efficiency and effectiveness of the contact center specialists (Geek Squads Agents) efforts.
• Ensured maximum productivity and utilization through meeting performance targets and maintaining appropriate staffing levels.
• Developed strategies to achieve organizational goals; understands organization's strengths and weaknesses.
• Made necessary changes in staffing based on day of week, sales promotions, other anticipated events, and PBX data.
• Supervised, coaches and provided counsel to Team Members.
• Conducted monthly annual performance reviews with direct reports.

Objective : Consistent, Hard Working, Highly motivated. Seeking an opportunity to help people by applying my skills and knowledge. I enjoy working with the public, I am looking to improve my position in the work force, expand my knowledge and skills. I am also looking for a different career change to establish long term employment in a friendly and passionate environment.

Skills : Microsoft Excel, Management Skills, Training Skills.

• Provided a high level of supervision to 15 call center employees.
• Acted as the first point of contact, handling all escalations quickly and efficiently.
• Interfaced with the design team to meet sales meeting requirements, documented all call information, and reviewed for errors.
• Mentored and coached direct reports on a daily basis to provide valuable feedback, promote professionalism, and develop an individual growth plan.
• Recognized and resolved conflicts that arose around individual and team performance.
• Evaluated team performance and identify areas that required coaching and developed a performance plan to overcome employee performance difficulties.
• Led by example and promoted a positive and productive atmosphere, supporting all company goals and objectives.
• Maintained a difficult calendar load, scheduling appointments for 35 sales managers in 4 different states.

Summary : Exceptionally competent, demonstrating continued success in resolving problems and achieving desired goals and outcomes. Experienced in office environments and well versed in Microsoft Office Suite; proficient in medical billing software places and Health E N.Y.

Skills : Microsoft Office, Supervising Skills, Developing Skills.

• Ensured all Support Representatives are supported during shifts via the designated channels or methods of support.
• Reviewed open customer inquiries daily and resolve or assign accordingly.
• Delegated customer inquiries quickly to other qualified Support Representatives.
• Checked the proper methods of communication both in Real-Time and outside of posted shifts to gather important and pertinent information from Management teams and peers.
• Great ability to multi-task in a fast-pace environment with high resilience, and excellent time management skills.
• Provided coaching and feedback on employee performance metrics and communicate information to management and staff in order to promote service excellence and individual personal growth.
• Assisted in the development of the team, training and quality service.

Summary : A goal-oriented and innovative Experienced Leader with strong problem-solving skills and demonstrated expertise in customer relations. Possess proven ability to skillfully balance relationships while maintaining robust channels of communication and enhancing morale by fostering an environment of mutual trust. A hardworking achiever committed to customer satisfaction enabling the success of an organization.

Skills : Human Resources, Sales, Supervision.

• Supervised the day to day activities of a team of 20 inbound technical support call center agents.
• Ensured daily goals were communicated to each agent and followed up to ensure that agents were on track to meet those goals.
• Assisted agents with escalated technical problems and other issues that would arise.
• Implemented new strategies that increased revenue and secured buy-in from agents, including, assisting the implementation of a rewards and recognition program that increased overall sales performance within the call center and gained regional recognition.
• Handled troubleshooting escalated problems from the team.
• Continuously learned all cable network systems, distribution technology, and NMC (Network Management Center) software tool-sets to stay up-to-date with technology advancements.
• Performed interviews and periodic performance reviews to determine employee eligibility for merit increases, bonuses, and promotional / transfer opportunities.

Summary : Seeking a Call Center Supervisor position in an office environment, where there is a need for a variety of office management tasks including - computer knowledge, organizational abilities, and business intelligence. Customer relations experience can be fully utilized to improve customer satisfaction and enhance the company brand name. Highly enthusiastic customer service representative with 4+ year's client interface experience.

Skills : Excel, Access, Oracle Financials.

• Supervised Customer Service Representatives (CSRs) within respective units to ensure compliance, production, and quality goals for individual staff members.
• Supervised Telephone Call Center operation, forms processing, and research activities to ensure contract requirements are met or exceeded.
• Referred customer service representative to training or refresher courses when performance is below set thresholds or when other opportunities are identified.
• Made recommendations for process and procedural improvements.
• Verified accuracy of time cards against approved schedules.
• Provided Quality Control feedback to CSRs, with reporting to management, regarding beneficiary interaction, forms processing and research request completion, in accordance with established compliance and conformance monitoring.
• Performed timely reviews of staff in accordance with policy and makes recommendations for pay raises, bonuses, and the awards program.
• Completed administrative functions in a timely and accurate manner.

Objective : Call Center Supervisor Professional with extensive experience in project management, administration, and business ownership. Strong ability to lead teams to establish priorities and achieve successful business outcomes. Recognized for analytical and issue resolution skills that contribute to proactive solutions and streamlined processes.

Skills : PC and Apple Operating Systems, Microsoft Office, Outlook, Calyx Point, typing and 10-key.

• Addressed complaints and resolving problems Monitor productivity of assistance coordinators and generate reports in regard to their quality of work, efficiency, effectiveness, and customer-orientation.
• Communicated and follow up to ensure assistance coordinators are fully informed of all new information related to products, procedures, customer needs, and/or company-related issues, changes, or actions.
• Reviewed telephony data to monitor the customer experience and those statistics related to the assistance coordinators and/or subordinate activities during the workday.
• Proactively monitored individual, team, and call center results to identify and act on both positive and negative performance trends to ensure attainment of performance goals for members of Road America.
• Determined work procedures and expedite workflow to enhance call center effectiveness and efficiency.
• Handled escalated calls and/or customer/ vendor complaints at all required times.
• Interacted with Clients concerning customer dissatisfaction.
• Developed and maintained strong relationships with assigned clients.

Objective : Call Center Supervisor Professional seeking a Representative/Management role. Skilled in training staff and establishing a rapport with clients. Self-motivated with exceptional communication and computer capabilities.

Skills : Customer Service, Call Center Leadership, Microsoft Office, Team development, Call Center Metrics.

• Served as Call Center Supervisor for a third party inbound auto insurance call center of 500+ employees receiving customer's insurance claims.
• Responsible for 40 team members that report directly me daily.
• Maximized Customer Service Representatives productivity through coaching and skill development.
• Maintained customer service standards by monitoring phone calls and following up on escalating calls as needed.
• Developed and trained Customer Service representatives through course training programs and constant on the job training.
• Minimized cost-per-call, being proficient on the phones, accuracy, checking call statistics hourly, determining if call volume requires staff on hand.
• Maintained employee morale through incentive programs with daily, weekly, and monthly goal setting.
• Matched labor-force with call projections for the call center.

Objective : Top-performing manager with call center management experience, including client relationship ownership, QC, training, human resources management, and risk management background. Proven performance record in these areas for 7+ years. Accomplished people leader in successfully identifying and cultivating key opportunities with direct/indirect reports for the purpose of internal growth and development.

Skills : Operational Skills, Customer Service, Planning Skills.

• Created, managed, and implemented strategic and tactical plans for daily operations; established work priorities, and addressed customer inquiries while meeting cost, productivity, and quality goals.
• Supervised and monitored over 100 customer service representatives, adhered to quality assurance standards.
• Performed quality audits, as well as developed performance, reports improving performance level.
• Supervise day-to-day operations in a high volume call center environment.
• Achieved business objectives and performance goals.
• Orchestrated turnaround of sub-standard performance, achieving or exceeding all key performance indicators.
• Administered performance management by diagnosing improvement opportunities.
• Developed program to reduced profit loss due to errors by 30 % over 12 months.

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Call Center Supervisor Resume Examples: Proven To Get You Hired In 2024

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• Call Center Supervisor Resume Tips

Call Center Supervisor Resume Template

Download in google doc, word or pdf for free. designed to pass resume screening software in 2022., call center supervisor resume sample.

As a Call Center Supervisor, your role is infused with a mix of administrative, leadership, and customer service elements. Your resume should reflect these unique aspects. Specifically, it must demonstrate your skills in managing employees, ensuring high-performance levels, and handling customer escalations. Recently, companies are leaning towards supervisors with a strong grasp of digital platforms and analytics as call centers move towards omnichannel customer service. So, stay ahead by showcasing your digital skills and familiarity with various call center software. Moreover, hiring managers are now seeking candidates who can work remotely without compromising team productivity. In your resume, you may want to present any experiences where you've successfully managed remote teams or worked in virtual call centers, to cater to this growing trend.

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Recruiter Insight: Why this resume works in 2022

Tips to help you write your call center supervisor resume in 2024,    show your people management skills.

As a Call Center Supervisor, you're in charge of a team. So, it's crucial to show your ability to lead and manage people effectively. Mention any strategies you've used to boost team morale, decrease staff turnover, or increase agent productivity.

   Highlight your proficiency in Call Center software

Call center operations heavily rely on software. Your resume should demonstrate your proficiency in using call center software, be it CRM systems, auto-dialers or analytics programs. Any experience in implementing or refining these tools can be a significant asset.

Customer Service Team Lead Resume Sample

Customer care manager resume sample.

As a hiring manager who has recruited for call center supervisor roles at companies like Concentrix, Sitel, and Teleperformance, I've seen hundreds of resumes. The best ones always stand out by showcasing the candidate's ability to lead teams, improve customer satisfaction, and drive operational efficiency. Here are some tips to make your call center supervisor resume shine:

   Highlight your team leadership experience

Hiring managers want to see that you have experience leading and motivating call center teams. Instead of just listing your responsibilities, focus on the impact you made:

• Led a team of 20 customer service representatives, increasing customer satisfaction scores by 15% within 6 months
• Coached and mentored 5 team leads, resulting in their promotion to supervisor roles within 1 year

Quantifying your achievements with numbers makes them more impactful and credible. If you don't have formal leadership experience, you can also highlight relevant projects or initiatives where you took the lead.

   Showcase your customer service expertise

As a call center supervisor, you need to have a deep understanding of customer service best practices. Highlight your experience handling complex customer issues and improving customer satisfaction:

• Implemented a new call quality monitoring process, resulting in a 20% reduction in customer complaints
• Developed and delivered customer service training to 50+ team members, improving first call resolution rates by 25%

Use specific examples to illustrate your expertise. Avoid generic statements like:

• Responsible for ensuring high levels of customer service
• Handled customer complaints and issues

   Emphasize your operational skills

Call center supervisors are responsible for managing day-to-day operations and ensuring that performance targets are met. Showcase your ability to optimize processes, manage resources, and drive efficiency:

• Implemented a new workforce management system, reducing staffing costs by 10% while maintaining service levels
• Analyzed call volume data to optimize scheduling, increasing agent utilization by 15%

Again, use numbers to quantify your impact wherever possible. Avoid vague statements like "responsible for managing operations" that don't convey your specific achievements.

   Tailor your resume to the job description

Every call center has different needs and priorities. Tailor your resume to the specific requirements of the job you're applying for. For example:

• If the job emphasizes sales skills, highlight your experience coaching teams to achieve sales targets
• If the job requires knowledge of specific tools or technologies, make sure to include them in your skills section

Customizing your resume shows that you've done your research and are genuinely interested in the role. Avoid sending a generic resume that could apply to any call center supervisor job.

   Include relevant certifications and training

In addition to your work experience, include any relevant certifications or training you've completed. For example:

• Certified Call Center Supervisor (CCCS)
• Workforce Management Certification
• Leadership Development Program

These credentials demonstrate your commitment to professional development and can help you stand out from other candidates. Just make sure to include the full name of the certification and the issuing organization.

   Use a clear and concise format

Finally, make sure your resume is easy to read and navigate. Use a clear font, bullet points, and headings to break up the text. Here's an example of a well-formatted resume summary:

Customer-focused call center supervisor with 5+ years of experience leading teams to deliver exceptional service. Proven track record of improving customer satisfaction scores, reducing wait times, and driving operational efficiency. Skilled in coaching, performance management, and process optimization.

Avoid long paragraphs or dense blocks of text that are difficult to scan. Keep your resume concise and focused on your most relevant qualifications.

Skills For Call Center Supervisor Resumes

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

• Customer Retention
• Account Management
• Customer Service Management
• Call Center Development
• Call Center Administration

Customer Service

• Performance Management

Skills Word Cloud For Call Center Supervisor Resumes

This word cloud highlights the important keywords that appear on Call Center Supervisor 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

• Customer Service Resume Guide & Examples for 2022

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Call Center Supervisor Resumes

• Template #1: Call Center Supervisor
• Template #2: Call Center Supervisor
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• Template #4: Customer Care Manager
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• Call Center Supervisor Interview Guide
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