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3 Call Center Manager Resume Examples That Work in 2024

Stephen Greet

Call Center Manager Resume

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

  • Call Center Manager Resume Writing 101

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

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

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

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Call center manager resume example with 4+ years experience

Related resume examples

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

What Matters Most: Your Skills & Professional Experience

Your resume skills and work experience

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

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

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

9 best call center manager skills

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

Sample call center manager work experience bullet points

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

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

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

Here are some samples:

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

Top 5 Tips for Your Call Center Manager Resume

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

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

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

Good question! If a success story about revamping the call escalation process or speeding up call volumes is too long for a clean bullet point, the cover letter might be its perfect home. Just make sure you never repeat your resume points!

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  • Call Center Manager Resume Tips

Call Center Manager Resume Template

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

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

Resume example demonstrating expertise in call center management and customer service metrics.

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Recruiter Insight: Why this resume works in 2022

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

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

Show proficiency in modern call center software - Call Center Manager Resume

   Quantify your achievements in team management and customer service

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

Quantify your achievements in team management and customer service - Call Center Manager Resume

Customer Service Manager Resume Sample

Operations manager resume sample.

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

   Highlight your team leadership experience

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

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

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

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

Bullet Point Samples for Call Center Manager

   Showcase your ability to improve performance metrics

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

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

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

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

   Demonstrate your technical knowledge

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

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

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

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

   Highlight your customer service expertise

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

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

Avoid generic statements that don't demonstrate your expertise:

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

   Tailor your resume to the specific company and role

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

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

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

   Use a clear and professional format

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

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

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

Writing Your Call Center Manager Resume: Section By Section

  summary.

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

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

How to write a resume summary if you are applying for a Call Center Manager resume

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

1. Tailor your summary to the call center manager role

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

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

Instead, try something like this:

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

2. Highlight your leadership and communication skills

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

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

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

  • Strong communication skills
  • Team player
  • Detail-oriented

  Experience

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

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

1. Lead with strong call center action verbs

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

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

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

Action Verbs for Call Center Manager

2. Quantify your achievements with metrics

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

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

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

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

3. Showcase your career progression

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

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

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

4. Tailor your experience to the job description

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

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

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

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

  Education

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

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

How To Write An Education Section - Call Center Manager Roles

1. List degrees relevant to call center management

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

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

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

2. Highlight call center-specific coursework

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

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

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

3. Include relevant certifications and training

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

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

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

4. Keep education section short for experienced managers

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

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

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

  Skills

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

How To Write Your Skills Section - Call Center Manager Roles

1. Identify relevant call center skills

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

Some key call center manager skills to consider including:

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

2. Avoid generic soft skills and buzzwords

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

Communication Leadership Teamwork Problem-solving

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

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

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

3. Organize skills into categories

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

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

For example:

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

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

4. Be mindful of Applicant Tracking Systems

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

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

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

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

5. Highlight proficiency levels

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

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

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

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

Skills For Call Center Manager Resumes

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

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

Skills Word Cloud For Call Center Manager Resumes

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

Top Call Center Manager Skills and Keywords to Include On Your Resume

How to use these skills?

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Call Center Manager Resumes

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  • Call Center Manager Interview Guide
  • Call Center Manager Sample Cover Letters
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call center manager resume sample

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

5 Call Center Manager Resume Examples & Guide for 2024

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

All resume examples in this guide

call center manager resume sample

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call center manager resume sample

Resume Guide

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Resume Experience

Skills on Resume

Education & Certifications

Resume Summary Tips

Additional Resume Sections

Key Takeaways

Call Center Manager resume example

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

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

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

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

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

What's important to keep in mind is:

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

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

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

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

What recruiters want to see on your resume:

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

Adding your relevant experience to your call center manager resume

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

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

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

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

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

Quantifying impact on your resume

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

Action verbs for your call center manager resume

Target Illustration

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

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

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

Recommended reads:

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

List your educational qualifications and certifications in reverse chronological order.

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

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

What do those skills have to do with your application?

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

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

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

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

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

Top skills for your call center manager resume:

Customer Relationship Management (CRM)

Call Center Technology

Performance Metrics Analysis

Workforce Management

Quality Assurance

Data Analytics and Reporting

Sales and Marketing Tactics

Compliance and Regulatory Knowledge

Budgeting and Finance

Telecommunications Knowledge

Communication

Problem-solving

Decision-making

Conflict Resolution

Adaptability

Team Building

Time Management

Stress Tolerance

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

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

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

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

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

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

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

The top 5 certifications for your call center manager resume:

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

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

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

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

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

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

The difference is that the:

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

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

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

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

The end results are usually as such:

Resume summaries for a call center manager job

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

Showcasing your personality with these four call center manager resume sections

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

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

Key takeaways

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

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Call Center Manager Resume Sample

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Work Experience

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

Professional Skills

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

How to write Call Center Manager Resume

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

  • Your contact information
  • Work experience
  • Skill listing

Contact Information For Call Center Manager Resume

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

  • First and last name
  • Telephone number

Work Experience in Your Call Center Manager Resume

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

Representative Call Center Manager resume experience can include:

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

Education on a Call Center Manager Resume

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

Additional details to include:

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

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

Professional Skills in Call Center Manager Resume

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

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

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

List of Typical Experience For a Call Center Manager Resume

Experience for assistant call center manager resume.

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

Experience For Fs-call Center Manager Resume

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

Experience For Customer Service Call Center Manager Resume

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

Experience For Claims Call Center Manager Resume

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

Experience For Clinical Call Center Manager Resume

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

Experience For Scheduling / Call Center Manager Resume

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

Experience For Patient Access / Service Call Center Manager Resume

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

Experience For Call Center Manager, BPO Resume

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

Experience For National Call Center Manager Resume

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

Experience For Call Center Manager of Customer Service Resume

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

List of Typical Skills For a Call Center Manager Resume

Skills for assistant call center manager resume.

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

Skills For Fs-call Center Manager Resume

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

Skills For Customer Service Call Center Manager Resume

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

Skills For Claims Call Center Manager Resume

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

Skills For Clinical Call Center Manager Resume

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

Skills For Scheduling / Call Center Manager Resume

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

Skills For Patient Access / Service Call Center Manager Resume

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

Skills For Call Center Manager, BPO Resume

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

Skills For National Call Center Manager Resume

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

Skills For Call Center Manager of Customer Service Resume

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

List of Typical Responsibilities For a Call Center Manager Resume

Responsibilities for assistant call center manager resume.

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

Responsibilities For Fs-call Center Manager Resume

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

Responsibilities For Customer Service Call Center Manager Resume

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

Responsibilities For Claims Call Center Manager Resume

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

Responsibilities For Clinical Call Center Manager Resume

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

Responsibilities For Scheduling / Call Center Manager Resume

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

Responsibilities For Patient Access / Service Call Center Manager Resume

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

Responsibilities For Call Center Manager, BPO Resume

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

Responsibilities For National Call Center Manager Resume

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

Responsibilities For Call Center Manager of Customer Service Resume

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

Related to Call Center Manager Resume Samples

Call center operations manager resume sample, call center operator resume sample, call center team leader resume sample, center support resume sample, tech, tech support resume sample, expert support resume sample, resume builder.

  • Call Center Manager Resume Example

Resume Examples

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

Common Responsibilities Listed on Call Center Manager Resumes:

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

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

Call Center Manager Resume Example:

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

Top Skills & Keywords for Call Center Manager Resumes:

Hard skills.

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

Soft Skills

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

Resume Action Verbs for Call Center Managers:

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

Generate Your Resume Summary

call center manager resume sample

Resume FAQs for Call Center Managers:

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

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

Complete the steps below to generate your free resume analysis.

Related Resumes for Call Center Managers:

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

8 Call Center Resume Samples & the Skills to Include [Templates]

Swetha Amaresan

Published: May 15, 2023

Applying for a new job is always nerve-racking. What if they don't like me? What if I'm overdressed for the interview? What if I hand in the wrong cover letter?

call center representative undergoing training

Some mistakes and mishaps during the application and interview process are out of your control. However, your resume is entirely in your hands, and there are steps you can take to make it the best it can be.

→ Download Now: 12 Resume Templates [Free Download]

In this post, we'll give you tips on what a call center resume should look like. Then, we'll provide resume examples you can use to optimize your application.

Table of Contents

Call Center Resume

Call center resume examples & templates.

  • Customer Service Resume Summary

Call Center Resume Objective

Call center resume skills.

call center manager resume sample

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Click this link to access this resource at any time.

Your resume is the first thing potential employers will see when considering you for a call center role.

This one sheet should showcase your qualifications, experience, and skills clearly and concisely. Your resume is also an opportunity to highlight any relevant achievements or accomplishments that make you a standout candidate.

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

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

call center resume template

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

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

Featured Resource: Free Resume Templates

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Let's dive in.

1. Bilingual Call Center Agent

call center resume example: bilingual experience

This sample resume highlights an employee with call center experience. The fictitious Michael Lopez makes his experience in the field clear by adding it first thing, right below his name.

The bold title reads, "Call Center Pro with Inbound & Outbound Experience" and is impossible to miss. Remember: Having a strong title that outlines your lengthy experience will give employers a reason to continue reading your resume.

Additionally, Michael adds, in bold, that he's bilingual and the languages in which he is fluent.

What We Like

This resume quickly calls out what makes the candidate valuable — his language skills. This will be a plus for employers, as multilingual call center agents provide added value to global companies.

2. Call Center Agent With Strong Highlights

call center resume example: strong highlights

This sample resume shows the fictitious Natalie Hill's call center experience. The majority of her resume features her professional expertise and the skills she's acquired. This shows employers that she's someone that doesn't require extensive training or supervision.

Before her experience, she added her highlights. Placed in brief bullet points, they easily catch the eyes of employers and show off all her traits, skills, and knowledge in one quick section.

3. Call Center Agent With No Experience

call center resume example: agent with no experience

This sample resume highlights a candidate with no actual call center experience. However, the well-structured resume shows they have what it takes to handle the position.

The fictitious William Morrison states that he has a background in customer service and discusses his transferable skills to a call center.

Besides his previous positions, he notes the tasks he completed directly related to a call center position. This shows William has similar qualifications as someone with direct experience at a call center.

The candidate leverages his transferrable skills and calls out specifically how they connect to the call center position. Instead of letting a lack of industry experience be a setback, William turns that into an asset.

4. Ecommerce Customer Service Representative

call center resume example: ecommerce customer service rep

Ecommerce companies have slightly different needs for their customer service teams. Their call center representatives need to be tech-savvy and able to troubleshoot product issues from a remote location.

Additionally, these representatives need excellent interpersonal skills, including the ability to communicate resolution steps clearly to customers. Most businesses in this industry look for applicants who are detail-driven and proficient writers.

In this example, the applicant lists her skills near the top of the resume. Notice how the first ones are mostly technical or related to the candidate's writing ability. Employers tend to skim resumes, so it's important to put the most relevant information near the top.

Since the candidate is applying for a more tech-savvy role, they put their technical skills right at the top of their resume instead of burying them further down. This makes it easier for employers to quickly see they're a fit for the role.

5. Analytical Resume Template

call center resume template: analytic resume

A clean resume is perfect for someone who is very organized. If you're methodical and live for structure, consider using this template.

This template will show how organized you are, which is a great quality for someone working in a call center. Your employer can get a peek at how organized and meticulous you'll be in your daily tasks and records of customer interactions.

The care taken with the design and detail in this resume illustrates the candidate's strong organizational skills.

6. Creative Resume Template

call center resume template: creative resume

This resume template, designed by Federica Procaccino , is a great choice for a call center agent with a background or interest in design.

The document communicates that person is a visual learner, loves doodling, and has a knack for color coordination.

This infographic-style template is perfect for your love of visuals and creativity.

This resume will show employers that you can easily find creative solutions that may be more difficult for the average person to conceptualize.

7. Minimalist Resume Template

call center resume template: minimalist resume

This sleek resume template, designed by Raka Caesar, is perfect for a minimalist call center agent. You're someone who enjoys the simple things in life, like clean structures, neutral colors, and bullet journaling.

Rather than a very wordy resume, your resume leverages simplicity. Small icons and brief phrases show you are low-maintenance, calm, and collected. This is the perfect resume to show off how level-headed you would be as a call center agent.

Unruffled by frustrated customers or high tempers, you would handle these emergencies with ease and grace.

This clean design mirrors the candidate's demeanor and approach to problem-solving. It's not overly complicated and takes a simple approach — a much-needed skill for communicating solutions to customers.

8. Extroverted Resume Template

call center resume template: extroverted resume

This fun, colorful resume shows off your extroverted side. You're someone who's very outgoing, has a colorful personality, and probably enjoys a good photo shoot.

This template is perfect for someone who wants to include their own photo on their resume. Also, there's a long "About Me" section where you can summarize your personal and professional sides.

This template is wordier, so if you have a lot to say to describe yourself, this is the one for you.

This resume is great for candidates with extensive experience that they'd like to share. There's plenty of room to let recruiters get a better sense of how you can be an asset to their team.

Whether you choose to use one of the templates above or to start from scratch when making your own resume, there are some essential elements you should include, such as a summary, objectives, and skills.

We'll get into each of these below.

Call Center Resume Summary

Whether you're seeking an entry-level or executive position, including a concise summary at the beginning of your resume is crucial.

A well-crafted summary, typically consisting of two to four sentences, introduces your candidacy, encapsulates your relevant experiences, and highlights your unique value proposition to prospective employers.

Doing so provides a quick snapshot of your qualifications, making it easier for hiring managers who scan resumes to identify your strengths and potential fit for the position quickly.

An effective summary should provide a clear overview of your professional background while highlighting why you are a strong fit for the organization.

Doing so will showcase your qualifications and illustrate how your expertise aligns with the organization's needs.

Customer Service Resume Summary Examples

Below are a few examples of customer service resume summaries to help you craft your own.

1. Experienced Support Rep

When applying for any position, it helps to showcase your experience performing in that role. Below is an example summary you can refer to from my colleague's application for the HubSpot Support team.

"Experienced customer service rep seeking a support position with an expanding tech company. Possesses a bachelor's degree in marketing communications and has over three years of experience in customer service roles. Highly skilled communicator who meets deadlines and ensures customer satisfaction."

2. Bilingual Service Rep

Communication is key in customer service, and being able to communicate with people from all over the world makes you a much more attractive applicant.

If you can speak two or more languages, include that skill in your summary to distinguish yourself from other candidates.

Here's an example from Cover Letters and Resume of an applicant who speaks both English and Spanish:

"Friendly and outgoing Customer Service Representative with 8+ years of experience, looking to increase the customer experience at the ABC Company. Expert in taking and entering orders, managing accounts, and resolving complaints. Familiar with the processes of customer needs assessment, quality standards for services, and customer retention. Bilingual: English/Spanish."

3. Skilled Customer Service Rep

When it comes to customer service, some companies are more concerned with the candidate's soft skills than they are with their technical or product knowledge.

Soft skills like active listening and emotional intelligence can be much harder to teach than using or troubleshooting a product.

Take a look at this summary from Indeed that highlights the applicant's ability to build meaningful relationships with customers:

"Energetic Customer Service Representative with 3+ years of experience resolving complex customer inquiries. Passionate about building strong customer relationships, driving brand loyalty, and increasing customer engagement."

4. Call Center Team Lead

As a team lead, you're responsible for managing employees and meeting deadlines set by the call center manager. This requires strong communication skills as well as the ability to plan and execute campaigns.

When applying for this role, your summary should indicate you're an organized, goal-oriented worker capable of meeting deadlines.

Here's a good example of a team lead summary provided by myperfectresume.com :

"Results-oriented Team Leader with expertise in invoicing, document control, and financial reporting. Effective at managing diverse [teams] to accomplish business goals. Detail-oriented and efficient, with strengths in both project and time management."

5. Call Center Manager

As a call center manager, your summary should highlight your team-building skills and ability to meet goals.

In this example from Day Job , the candidate does this by showcasing her ability to problem-solve and provide others with constructive feedback.

While this summary may be a little long for some recruiters, it demonstrates the applicant's potential value to the company.

"A goal-oriented and flexible Call Center Manager who can accept constructive feedback and then rectify any shortcomings. Maxine is super energetic with a passion for not just achieving but exceeding targets. She can demonstrate a stable career history and has a proven track record of winning new business and driving sales revenue. She is keen to join a company that offers exciting career opportunities and promising earning-potential for hard-working, driven professionals."

To increase your chances of success when applying for a call center job, you must clearly communicate your career goals. Consider including a section outlining your short-term objectives directly below your summary.

By doing so, you can demonstrate your interest in the position and provide context for how this opportunity fits into your overall career trajectory. Here is a list of recommended objectives for your call center resume.

1. To build lasting relationships with customers.

Right off the bat, you want to show your employer that you won't be impersonal, scripted, or rude. You want to work in this position because you love connecting with customers and guiding them through problems.

"Searching for a Call Center position to leverage my verbal communication and problem resolution skills to build lasting relationships with customers."

2. To solve customer problems in creative ways.

This one is similar to the previous one in that you're highlighting the role's primary purpose: connecting with customers.

However, if you're a creative thinker who's passionate about problem-solving, this is a good way to demonstrate what you have to offer while simultaneously calling out what you're looking for in a role or workplace.

"Searching for a call center role that enables me to think out of the box and leverages my creative problem-solving skills to delight customers and increase customer satisfaction."

3. To help organizations grow with higher retention, up-sells, and cross-sells.

It's easier to sell to someone who already knows your brand and has purchased from you before. In addition, it's very possible that the issues customers want to solve are easily rectified with add-ons or premium offerings.

With that in mind, a call center rep's primary focus is on handling customer issues and solving problems, but there's always an opportunity for cross-selling and upselling.

To call this function out in your objective signals to potential employers that you're growth-minded.

"To work effectively with the call center team at [company] while improving customer satisfaction, retaining customers, and helping to increase the company's revenue through up-sells."

4. To work in a fast-paced environment.

Tell them right away that you're both prepared for and looking forward to the brisk day-to-day life of a call center agent. This is a major plus for employers.

They can feel confident that you're ready to take on the challenge and work in a position that requires constant communication.

"Seeking a fast-paced, challenging role that keeps me sharp where I can demonstrate my ability to problem solve under pressure."

5. To further existing experience working with customers.

If you've worked in a call center before, great! You're already halfway there. This objective will clearly relay that you have experience and are still trying to gain more.

Even if you haven't worked specifically as a call center agent, it's helpful if you have any experience in customer service, support, or success.

"Utilize my experience with [skill] to ensure proper customer interactions with [company], while offering them the in-depth [topic] knowledge I have to assist with any problems they encounter."

6. To use my problem-resolution skills to turn unhappy customers into brand advocates.

If you're skilled at managing unhappy customers, this is the objective to choose.

You're demonstrating your level of comfort with what can be seen as a difficult job and painting a picture of what the hiring manager can expect if they choose you: happy customers who will sing praises about the brand.

"To use my strong interpersonal and problem resolution skills to prevent customer churn, converting unsatisfied customers into brand advocates."

7. To gain insight into the industry.

Call out the specific industry the company is working in, whether it be tech or retail. This will show that you've done your research on the company.

In addition, it'll show you're learning about more than just your specific team but also about the entire company's mission.

"To broaden my knowledge and gain insight into [industry/topic] to better contribute to [company] key initiatives."

8. To be challenged in navigating computer systems.

Show your potential employer that you're ready to be challenged. They love someone who has a fresh perspective and energy to bring to the table.

Additionally, they'll love that you're interested in learning as much as possible about call center software, as this is an important part of your position. This could help you be successful as both a call center rep and a technical rep.

"Seeking a role where I can broaden my knowledge of call center operations and call management systems to improve workflows and increase customer satisfaction."

After listing the key objectives you're trying to achieve, you can highlight the skills and knowledge you have that will make you a key asset to the company. This is your chance to show off why you're an ideal candidate.

Call Center Resume Skills. Outstanding Communication Skills. Close Attention to Detail. Learning Proficiency. Strong Organizational Skills. Problem-Solving and Troubleshooting. Empathy. Ability to Stay Calm in Emergencies. Persuasive Selling

1. Outstanding Communication Skills

Effective communication is a critical factor in achieving success in the call center industry.

As a call center representative, you will be required to actively listen to callers, ask thoughtful questions to understand their issues, and communicate solutions effectively.

Additionally, you must be able to think on your feet, go off script, and respond appropriately to customer complaints. Therefore, it's imperative to highlight your communication skills prominently in your resume.

Employers want to hire someone who doesn't need constant reassurance on how to respond to a customer and can effortlessly communicate.

How to Improve This Skill

  • Learn as much about your company's customer protocols as possible, and keep them handy. That way, you're not scrambling to figure out what to do next while on the phone.
  • Summarize the key points you discussed during your call with the customer to ensure you're both on the same page and prepare them for the next steps.

Pro tip: Highlight your ability to listen and communicate effectively to solve customer problems based on your past experiences.

2. Learning Proficiency

To excel in a customer service role, you must have a comprehensive understanding of the product you're supporting.

While it may not be realistic to expect a complete mastery of the subject matter from day one, you'll need to be proactive in learning and finding answers.

Effective training, coupled with attention to detail and an ability to retain information, can help you quickly develop the knowledge needed to provide exceptional customer support.

By prioritizing ongoing learning, you can position yourself as a valuable asset to your team.

  • Take notes during your training. Consider what you need to know to complete each task and break each module into smaller steps.
  • Leverage outside sources like video tutorials and online lessons to supplement your knowledge and skill up.
  • Don't be afraid to ask questions.

Pro tip: Include any additional certifications or credentials you have pursued as part of your self-development journey to highlight your proficiency in learning.

3. Problem-Solving and Troubleshooting

Customers are going to call with issues. Some of them you'll know how to fix, and some of them you won't. For the latter, you'll need to develop a process for diagnosing their issue and determining how to fix it.

You'll need knowledge of your organization's system and the ability to detect issues using the process of elimination.

Effective problem-solving requires logical reasoning, as well as the ability to communicate clearly and empathetically with the customer. By honing these skills, you can become a more effective customer service representative.

  • Get familiar with your company's knowledge base to help you assist customers with their inquiries.
  • Roleplay using hypothetical issues a caller may have that aren't explicitly covered in your training. Work through how you would solve it.

Pro tip: Instead of stating that you can problem-solve, provide specific examples of how you have used these skills to solve challenges in your past roles. For instance, you could mention how you documented a standard process and increased customer satisfaction by 25%.

4. Close Attention to Detail

When working directly with customers, you need to pay close attention to detail.

Customers will be reaching out with specific problems, questions, and concerns. You must pay attention to the details and ensure you're offering up the correct solution.

Additionally, misspellings and grammatical errors are a sign of unprofessionalism and will deter employers from trusting you.

By prioritizing attention to detail in all aspects of your work, you can demonstrate your commitment to providing exceptional customer service.

  • Listen to live calls for practice and see if you came up with the same solution your colleague did. If listening to your own calls, find what could be improved. Did you miss an important detail? Did the caller have to repeat themselves?
  • Use typing tests to improve your speed, accuracy, and data entry skills.

Pro tip: A great way to demonstrate your attention to detail is by presenting a well-structured, error-free resume. Take the time to proofread your resume thoroughly, and consider enlisting the help of a friend, colleague, or family member to review it before submission.

5. Strong Organizational Skills

Call center agents are required to keep a record of all customer interactions. Since agents speak with several customers daily, it can get confusing to remember which customer had which problems.

If you keep to-do lists, budget spreadsheets, or other records, add these skills to your resume.

  • Get comfortable with recording thorough notes in your CRM or ticketing systems.
  • Finish recording all pertinent information about the customer and their inquiry into your tracking system before moving on to the next call. This decreases the chance that you'll forget details.

Pro tip: Highlight any relevant software or tools you have used to streamline your work processes and enhance your organizational skills.

Customers expect to be heard, appreciated, and valued, especially if they're having an issue and reaching out for support. As a result, one important aspect of providing customer service in a call center is doing so with empathy.

Treating the customer like another number (or worse) is a surefire way to impact the experience negatively.

  • Put yourself in the customer's shoes. How would you like to be spoken to?
  • Start by apologizing for the difficulties they are experiencing and express that you will work to resolve the issue. This lets the customer know that you care.

Pro tip: Mention any volunteering or social service work you have done to demonstrate empathy.

7. Ability to Stay Calm in Emergencies

Something that's underappreciated in the industry is an employee who can remain level-headed. When working closely with customers, it's easy to end up in tough situations with unhappy or angry customers.

The worst thing a call center agent can do is panic. Proving that you are calm in even the worst of scenarios will be a major boost in employers' eyes.

  • Be confident. Remember that you are the expert, and the customer is looking to you for guidance.
  • Allow the customer to vent. Letting an angry caller get their frustration out at the onset of the call allows you to calmly solve their issue and signals to them that you are listening.

Pro tip: Avoid just mentioning, "I can stay calm in emergencies" in your resume. Instead, provide a specific example of when you had to work under pressure. Then describe your actions and the results.

8. Persuasive Selling

A big part of working on the frontlines is directly selling products or services to customers. You will be the voice that customers hear, and what you say matters.

Thus, companies want to hire call center agents who can sway prospects toward making purchases or buying upgrades.

They don't want someone deceitful, but if you strongly agree that the products or services will improve your customers' lives, you should be able to relay that confidently.

  • Know what products would work for a particular customer's needs or pain points. Get familiar with what problems your products solve so that you can suggest them to customers who could benefit from them.
  • Get comfortable hearing the word "no." Rejection can be intimidating but, just look at sales as another avenue for you to solve for the customer.

Pro tip: Present references (letters of recommendation) from former employers emphasizing your persuasion skills.

Create Your Resume With Confidence

Now that you've got a game plan, it's time to put in the work. Crafting a strong resume highlighting your relevant skills and experience can help you stand out from the competition and increase your chances of landing your desired position.

Consider using the templates and examples above as a starting point, or create a unique resume that reflects your personal experience.

Editor's note: This post was originally published in October 2019 and has been updated for comprehensiveness.

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

Service Hub provides everything you need to delight and retain customers while supporting the success of your whole front office

Samples › Call Center Manager

Call Center Manager Sample

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

Call Center Manager

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

Career advice featured in – Forbes, Glassdoor, Reader's Digest, MarketWatch, The CheatSheet

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

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

You should never use a creative resume

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

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

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

Call Center Manager resume (text format)

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

City, State or Country if international

Phone | Email

LinkedIn URL

CALL CENTER MANAGER PROFESSIONAL

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

CORE COMPETENCIES

Customer Service

De-escalations

Performance Management

Technical Expertise

Team Leader

Training/User Training

Team Collaboration

PROFESSIONAL EXPERIENCE

Call Center Manager

ZipJob, New York NY | Year to Year

Responsibilities

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

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

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

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

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

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

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

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

Founded and published company bi-weekly newsletter.

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

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

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

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

Improved stability and performance of system and networks

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

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

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

Tier 2 Network Operations Center Technician

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

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

Designed and installed Wi-Fi networks at customer facilities.

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

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

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

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

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

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

Everything you need to write your call center manager resume

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

Let’s start with your resume summary section.

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

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

2. Formatting

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

How To Write Your Resume’s Work Experience Section

How To Write Your Resume’s Education Section

Good Skills To Put On Your Resume

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

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

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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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10 Call Centre Manager Resume Examples for 2024

call center manager resume sample

Call centre managers play a crucial role in ensuring effective customer service operations for businesses. The role requires technical expertise, knowledge of customer service processes, and management skills. When applying for a call centre manager position, a well-crafted resume can highlight the necessary skills, experience and education needed for the job.

An effective call centre manager resume not only highlights the necessary skills and knowledge required for the role, but also showcases the candidate’s achievements in their previous positions. A hiring manager will be looking for experience in managing teams, increasing efficiency and improving customer satisfaction metrics. By showcasing key accomplishments, the candidate can demonstrate their value to potential employers.

Target Audience

This article will be useful for anyone looking to create or improve their call centre manager resume. It will provide insights into the important aspects of an effective resume, outline key skills and qualifications expected of a call centre manager, and provide ten examples of call centre manager resumes that have successfully caught the eye of hiring managers. Whether you are a seasoned call centre manager looking for a new position, or a recent graduate looking to break into the field, this article will provide you with valuable information and examples to help you stand out to potential employers.

Key Qualifications of a Call Centre Manager

As a call centre manager, there are several key qualifications that you need to possess in order to be successful in the role. In this section, we’ll explore the top five qualifications that every call centre manager should have.

A. Demonstrated Leadership Skills

One of the most important qualifications for a call centre manager is the ability to demonstrate strong leadership skills. As the manager of a team of customer service representatives, you’ll be responsible for ensuring that your team is motivated, engaged, and productive. This means that you need to be able to provide clear direction, set achievable goals, and provide regular feedback and support. You should also be able to lead by example, demonstrating the work ethic and professionalism that you expect from your team.

B. Exceptional Communication Skills

Another key qualification for a call centre manager is exceptional communication skills. As the manager of a team that is responsible for handling customer inquiries and resolving issues, you need to be able to communicate clearly, concisely, and effectively. This not only means being able to communicate well with your team, but also being able to communicate well with customers and other stakeholders. You should be able to listen actively, ask clarifying questions, and provide information in a way that is easy to understand.

call center manager resume sample

C. Proficiency in Call Centre Operations

As a call centre manager, you need to have a thorough understanding of call centre operations. This includes knowledge of the technologies and tools used in call centres, as well as an understanding of the processes and procedures that are necessary to ensure the smooth functioning of the centre. You should be able to analyze data, identify trends, and make strategic decisions that will improve the performance of the call centre.

D. Ability to Manage a Team

Another important qualification for a call centre manager is the ability to manage a team. This means being able to provide training, mentorship, and support to your team members, as well as holding them accountable for their performance. You should be able to motivate your team, build strong relationships, and address issues when they arise. You should also be able to inspire trust and confidence in your team, so that they feel comfortable coming to you with any concerns or questions.

E. Financial Management Skills

Finally, as a call centre manager, you need to have strong financial management skills. This means understanding how to manage budgets, track expenses, and identify opportunities for cost savings. You should be able to analyze financial data, create budgets, and make sound financial decisions that will help your call centre to operate more efficiently and effectively.

If you’re looking to become a call centre manager, it’s important to possess these key qualifications. By demonstrating strong leadership skills, exceptional communication skills, proficiency in call centre operations, the ability to manage a team, and financial management skills, you’ll be well-equipped to succeed in this demanding and rewarding role.

Components of an Effective Call Centre Manager Resume

When applying for a job as a call center manager, your resume plays a crucial role in highlighting your qualifications and experience to potential employers. A well-crafted resume should include the following components:

A. Contact Information and Professional Summary

Your contact information should be prominently displayed at the top of your resume, including your name, phone number, email address, and LinkedIn profile URL (if applicable). Your professional summary should provide a brief overview of your experience and qualifications, highlighting your key skills and strengths.

B. Key Skills and Competencies

In this section, you should highlight your unique abilities and competencies that set you apart from other candidates. Examples of key skills for a call center manager include excellent communication and leadership skills, strong problem-solving abilities, and experience with call center software and technology.

C. Relevant Work Experience

Employers will be looking for a demonstrated track record of success in call center management, so it’s important to highlight any relevant experience you’ve gained in previous roles. Be sure to include details on the size and scope of the call center operations you’ve managed, as well as any significant achievements you’ve accomplished in those roles.

D. Education and Certifications

While a college degree is not always required for a call center manager position, employers may prefer candidates with relevant education or certifications. Be sure to list any degrees or certifications you hold, along with the institution and date of completion.

E. Awards and Achievements

If you’ve received any awards or recognition for your work as a call center manager, be sure to include that information in your resume. This can help to demonstrate your dedication and expertise in the field.

F. Professional Associations and Memberships

Belonging to relevant professional organizations or industry groups can be an asset to your resume, as it shows your commitment to growing your skills and staying on top of industry trends. Be sure to list any relevant memberships or affiliations.

G. Personal Interests and Activities

While not as crucial to your resume as the other components outlined here, including information on your personal interests and activities can help to humanize your profile and give potential employers a better sense of your personality and values. Consider including information on volunteer work, hobbies, or other interests that demonstrate your leadership, teamwork, or creative abilities.

call center manager resume sample

The ideal call center manager resume should highlight your professional experience and qualifications, as well as your unique strengths and achievements. By including all of the components outlined above, you can help to show potential employers that you’re the right candidate for the job.

Types of Call Centre Manager Resumes

When writing a resume as a call centre manager, it’s important to understand the different types of resumes available to you. Each type has its own unique benefits and drawbacks, and choosing the right one will depend on your career goals and the specific needs of the job you’re applying for.

Here are the five most common types of call centre manager resumes, and what you need to know about each one:

A. Chronological Resume

A chronological resume is the most traditional type of resume format. It lists your work experience in reverse chronological order, starting with your most recent job and working backwards. This type of resume is ideal for call centre managers who have a solid work history and want to showcase their career progression.

B. Functional Resume

A functional resume focuses on your skills and accomplishments, rather than your work experience. It’s a good choice for call centre managers who have gaps in their employment history, or who are making a career change. This type of resume highlights your transferable skills, such as communication and leadership, and shows potential employers how you can contribute to their team.

C. Combination Resume

A combination resume is a mix between a chronological and functional resume. It highlights your skills and accomplishments, but also includes a chronological work history section. This type of resume is ideal for call centre managers who have a varied work history, or who want to emphasize certain skills and experiences.

D. Targeted Resume

A targeted resume is customized to fit a specific job posting. It focuses on the skills, experiences, and achievements that are most relevant to the job you’re applying for. This type of resume is ideal for call centre managers who want to make a strong impression on potential employers by tailoring their resume to the job.

E. Infographic Resume

An infographic resume presents your skills, experiences, and achievements in a visual format. It’s a good choice for call centre managers who want to stand out from other candidates, and who have a strong visual sense. This type of resume is ideal for creative industries and roles where design skills are important.

Choosing the right type of call centre manager resume depends on your individual circumstances and career goals. Each type has its own advantages and disadvantages, so consider your options carefully before deciding which type of resume to use. By tailoring your resume to the job you’re applying for, and highlighting your unique skills and experiences, you can increase your chances of landing your dream role in a call centre management position.

Sample Call Centre Manager Resumes

Are you looking for inspiration to create your own call centre manager resume? We have compiled a list of ten different examples to help you get started. Each of these examples has a different focus, so you can choose the one that best suits your experience and career goals.

Example 1: Chronological Resume

A chronological resume is a standard type that lists your work experience in reverse chronological order, starting with your most recent position. This type of resume is great for demonstrating a clear career trajectory and highlighting your accomplishments at each job.

Personal Information:

  • Name: John Smith
  • Address: 123 Main Street, City, State
  • Phone: (123) 456-7890
  • Email:  [email protected]

Results-driven and customer-focused Call Centre Manager with over 10 years of experience in managing high-volume call centres. Proven track record of achieving and exceeding performance targets while maintaining a high level of customer satisfaction. Skilled in team leadership, process improvement, and strategic planning. Adept at analyzing data, identifying trends, and implementing effective solutions to enhance operational efficiency.

Professional Experience

Call Centre Manager  ABC Corporation, City, State  March 2015 – Present

  • Manage a team of 50+ call centre agents in a fast-paced inbound call centre environment.
  • Develop and implement strategies to improve customer satisfaction ratings, increase call centre efficiency, and meet performance targets.
  • Conduct regular performance evaluations, provide coaching and feedback to team members, and identify training needs.
  • Analyze call centre data and metrics to identify trends, make data-driven decisions, and implement process improvements.
  • Collaborate with other departments to ensure seamless operations and effective resolution of customer issues.
  • Implement quality assurance measures to ensure adherence to company policies and procedures.
  • Oversee scheduling and staffing to meet service level agreements and optimize resource utilization.
  • Prepare and present regular reports on call centre performance to senior management.

Call Centre Supervisor  DEF Company, City, State  July 2010 – February 2015

  • Supervised a team of 20 call centre agents, providing guidance, coaching, and support.
  • Monitored call centre activities to ensure adherence to quality standards and service level agreements.
  • Assisted in the development and implementation of training programs to enhance agent skills and performance.
  • Conducted regular team meetings to communicate updates, provide feedback, and address concerns.
  • Assisted in the recruitment and selection of new call centre agents.
  • Handled escalated customer issues and resolved complaints in a professional and efficient manner.

Bachelor of Business Administration  City University, City, State  2006 – 2010

  • Call centre operations management
  • Team leadership and development
  • Performance management and coaching
  • Customer service and satisfaction enhancement
  • Data analysis and reporting
  • Process improvement and optimization
  • Staffing and scheduling
  • Quality assurance
  • Conflict resolution
  • Strong communication and interpersonal skills

Certifications

  • Call Centre Management Certification (CCMC)
  • Quality Assurance in Call Centres Certification (QACCC)

Available upon request

Example 2: Functional Resume

A functional resume focuses on your skills and qualifications rather than your work history. This type of resume is best for those who are changing careers, have gaps in their work history, or have a diverse range of experiences that don’t fit neatly into a chronological format.

Results-driven and customer-focused Call Centre Manager with over 10 years of experience in managing high-volume call centres. Skilled in team leadership, process improvement, and strategic planning. Proven track record of achieving and exceeding performance targets while maintaining a high level of customer satisfaction. Adept at analyzing data, identifying trends, and implementing effective solutions to enhance operational efficiency.

  • Supervised a team of call centre agents, providing guidance, coaching, and support.

Example 3: Combination Resume

A combination resume is a mix of chronological and functional formats. This type of resume is great for those who want to showcase their skills and qualifications while also highlighting their career progression.

Example 4: Targeted Resume

A targeted resume is tailored to a specific position or company. It focuses on the skills and experience that are relevant to the job and highlights your suitability for the role.

  • Successfully improved customer satisfaction ratings by 20% through the implementation of customer-centric strategies and process improvements.
  • Led a team of 50+ call centre agents, fostering a high-performance culture and achieving a 15% increase in productivity.
  • Developed and implemented targeted training programs resulting in a 25% improvement in agent performance and customer service skills.
  • Streamlined scheduling and staffing processes, reducing costs by 10% while meeting service level agreements.
  • Utilized data analysis to identify call centre inefficiencies, resulting in a 30% reduction in average call handling time.
  • Oversaw a team of 20 call centre agents, providing coaching and support to drive performance and improve customer satisfaction.
  • Implemented quality assurance measures, resulting in a 20% improvement in call centre adherence to company policies and procedures.
  • Resolved escalated customer issues promptly and effectively, achieving a 95% customer satisfaction rate.
  • Assisted in the development and delivery of training programs to enhance agent skills and performance.

Example 5: Entry-Level Call Centre Manager Resume

An entry-level call centre manager resume is perfect for those just starting out in their careers. It focuses on relevant coursework, internships, and part-time jobs to demonstrate your qualifications for a call centre manager role.

Personal Information

  • Name: Jane Doe

Results-oriented and highly motivated individual with a passion for providing exceptional customer service. Seeking an entry-level Call Centre Manager position to leverage strong communication skills, leadership abilities, and problem-solving capabilities to drive team performance and customer satisfaction.

Bachelor of Business Administration  City University, City, State  2019 – 2023

  • Major: Business Administration
  • Relevant coursework: Customer Service Management, Communication in Organizations, Principles of Marketing
  • Customer service and satisfaction
  • Strong verbal and written communication
  • Problem-solving and decision-making
  • Time management and organization
  • Attention to detail
  • Analytical thinking
  • Proficient in Microsoft Office Suite

Call Centre Representative  XYZ Company, City, State  June 2022 – Present

  • Provide exceptional customer service by handling inbound customer inquiries and resolving issues promptly and effectively.
  • Maintain a high level of professionalism and positive attitude while assisting customers with their needs.
  • Collaborate with team members to identify and implement process improvements to enhance overall call centre efficiency.
  • Consistently meet or exceed performance metrics, including call quality, average handle time, and customer satisfaction ratings.
  • Develop a deep understanding of products, services, and company policies to provide accurate information and support to customers.

Intern  ABC Corporation, City, State  May 2021 – August 2021

  • Assisted the Call Centre Manager in daily operations, including monitoring call centre activities, analyzing data, and preparing reports.
  • Participated in team meetings and contributed ideas for improving customer service and operational processes.
  • Conducted research on industry best practices and identified opportunities for enhancing call centre performance.
  • Assisted in the development and implementation of training programs for new call centre agents.

Customer Service Improvement Project  City University, City, State  January 2022 – May 2022

  • Led a team of four members in analyzing and improving the customer service experience of a local business.
  • Conducted customer surveys, collected data, and identified pain points in the customer journey.
  • Developed recommendations and presented findings to the business owner, resulting in the implementation of process improvements and increased customer satisfaction.

Volunteer Experience

Customer Service Volunteer  Local Charity Organization, City, State  September 2020 – Present

  • Assisted in answering phone calls, responding to inquiries, and providing information to donors and volunteers.
  • Resolved customer concerns and issues, ensuring a positive experience for all stakeholders.
  • Supported event planning and execution, ensuring smooth operations and exceptional customer service.

Example 6: Experienced Call Centre Manager Resume

An experienced call centre manager resume is best for those with several years of experience in call centre management. This type of resume highlights your accomplishments and demonstrates your leadership skills.

  • Successfully managed a team of 50+ call centre agents in a fast-paced inbound call centre environment.
  • Developed and implemented strategies to improve customer satisfaction ratings, increase call centre efficiency, and meet performance targets.
  • Conducted regular performance evaluations, provided coaching and feedback to team members, and identified training needs.
  • Analyzed call centre data and metrics to identify trends, make data-driven decisions, and implement process improvements.
  • Collaborated with other departments to ensure seamless operations and effective resolution of customer issues.
  • Implemented quality assurance measures to ensure adherence to company policies and procedures.
  • Oversaw scheduling and staffing to meet service level agreements and optimize resource utilization.
  • Prepared and presented regular reports on call centre performance to senior management.

Example 7: International Call Centre Manager Resume

An international call centre manager resume is tailored for those who have experience managing call centres in multiple countries or regions. This type of resume highlights your ability to adapt to different cultures and work environments.

  • Name: Sarah Thompson
  • Address: 123 Main Street, City, Country

Experienced and results-oriented International Call Centre Manager with a proven track record of managing and optimizing call centre operations across multiple countries. Skilled in developing and implementing strategies to enhance customer satisfaction, improve efficiency, and drive business growth. Strong leadership abilities, cross-cultural communication skills, and a passion for delivering exceptional customer experiences.

International Call Centre Manager  XYZ Corporation, City, Country  January 2015 – Present

  • Managed and supervised call centre operations across multiple countries, ensuring consistent service delivery and adherence to global standards.
  • Developed and implemented strategies to enhance customer satisfaction, reduce call handling time, and increase first-call resolution rate.
  • Conducted regular performance evaluations, provided coaching and feedback to international teams, and implemented training programs.
  • Collaborated with regional managers to identify cultural nuances and tailor service approaches for different markets.
  • Implemented technology solutions to streamline operations, such as CRM systems and automated reporting tools.
  • Analyzed call centre data and metrics to identify trends, make data-driven decisions, and implement process improvements on an international scale.
  • Prepared and presented regular reports on call centre performance, highlighting key insights and recommendations to senior management.

Senior Call Centre Supervisor  ABC Company, City, Country  April 2010 – December 2014

  • Supervised a team of call centre supervisors and agents, ensuring adherence to quality standards and performance targets.
  • Developed and implemented training programs to enhance customer service skills, product knowledge, and cross-cultural communication.
  • Assisted in the recruitment and selection of international call centre staff, considering language proficiency and cultural fit.
  • Conducted regular team meetings to communicate updates, provide feedback, and foster a collaborative work environment.
  • Resolved escalated customer issues, collaborating with international teams to ensure prompt and satisfactory resolutions.

Bachelor of Business Administration  City University, City, Country  2006 – 2010

  • International call centre operations management
  • Cross-cultural communication
  • Technology integration and automation
  • Six Sigma Green Belt Certification
  • English (Native proficiency)
  • French (Advanced proficiency)
  • Spanish (Intermediate proficiency)

Example 8: Healthcare Call Centre Manager Resume

A healthcare call centre manager resume is perfect for those with experience managing call centres in the healthcare industry. This type of resume emphasizes your knowledge of healthcare regulations and your ability to manage a team in a high-stress environment.

  • Name: Emily Davis

Dedicated and results-oriented Healthcare Call Centre Manager with extensive experience in managing call centre operations within the healthcare industry. Skilled in leading teams, improving patient satisfaction, and optimizing processes to ensure efficient and effective service delivery. Committed to delivering high-quality healthcare experiences and maintaining regulatory compliance.

Healthcare Call Centre Manager  ABC Healthcare Services, City, State  March 2015 – Present

  • Successfully managed a high-volume call centre, handling patient inquiries, appointment scheduling, and service coordination.
  • Developed and implemented strategies to enhance patient satisfaction, improve call centre efficiency, and meet performance targets.
  • Ensured compliance with healthcare regulations, including HIPAA, to protect patient privacy and confidentiality.
  • Implemented quality assurance measures, such as call monitoring and staff training, to maintain service excellence.
  • Collaborated with healthcare providers and departments to ensure seamless coordination of patient care and resolution of inquiries.
  • Prepared and presented regular reports on call centre performance and patient satisfaction to senior management.

Healthcare Call Centre Supervisor  DEF Medical Center, City, State  July 2010 – February 2015

  • Supervised a team of call centre agents, providing guidance, training, and support.
  • Developed and implemented training programs to enhance agent skills in medical terminology, customer service, and healthcare regulations.
  • Handled escalated patient inquiries and resolved complaints in a professional and empathetic manner.
  • Collaborated with healthcare providers to address patient concerns and coordinate appropriate care.

Bachelor of Science in Healthcare Administration  City University, City, State  2006 – 2010

  • Healthcare call centre operations management
  • Patient service and satisfaction enhancement
  • Healthcare regulations (HIPAA, ACA, etc.)
  • Quality assurance and compliance
  • Medical terminology and knowledge
  • Certified Healthcare Access Manager (CHAM)
  • CPR and First Aid Certification

Example 9: Technical Call Centre Manager Resume

A technical call centre manager resume is best for those with experience managing call centres that support technical products or services. This type of resume highlights your understanding of technical terminology and your ability to troubleshoot customer issues.

  • Name: Michael Johnson

Experienced Technical Call Centre Manager with a strong background in managing technical support operations and leading high-performing teams. Skilled in providing excellent customer service, troubleshooting complex technical issues, and implementing process improvements. Adept at fostering a collaborative work environment and ensuring customer satisfaction through effective problem-solving and resolution.

Technical Call Centre Manager  ABC Technology Solutions, City, State  March 2015 – Present

  • Managed and supervised a technical support call centre, handling customer inquiries and technical issues.
  • Developed and implemented strategies to improve customer satisfaction and optimize call centre performance.
  • Provided coaching and mentoring to technical support agents, fostering skill development and career growth.
  • Collaborated with cross-functional teams to resolve complex technical issues and ensure prompt resolution.
  • Implemented quality assurance measures, including call monitoring and feedback, to maintain service excellence.
  • Analyzed call centre data and metrics to identify trends, drive process improvements, and enhance operational efficiency.
  • Streamlined workflows and implemented tools and technologies to improve call centre productivity.
  • Prepared and presented regular reports on call centre performance and customer satisfaction to senior management.

Technical Support Supervisor  DEF Technology Services, City, State  July 2010 – February 2015

  • Supervised a team of technical support representatives, providing guidance, training, and performance evaluations.
  • Assisted in the development and delivery of technical training programs to enhance agent skills and knowledge.
  • Resolved escalated customer technical issues, ensuring timely and satisfactory resolutions.
  • Collaborated with product development teams to communicate customer feedback and drive product improvements.

Bachelor of Science in Computer Science  City University, City, State  2006 – 2010

  • Technical call centre operations management
  • Troubleshooting and problem-solving
  • Technical knowledge (hardware, software, networking)
  • Quality assurance and performance management
  • ITIL Foundation Certification
  • CompTIA A+ Certification
  • Cisco Certified Network Associate (CCNA)

Example 10: Remote Call Centre Manager Resume

  • Name: David Thompson

Results-driven Remote Call Centre Manager with extensive experience in managing remote teams and optimizing call centre operations. Skilled in implementing remote work strategies, leveraging technology for seamless communication, and ensuring high levels of customer satisfaction. Adept at fostering a positive work culture, driving performance, and achieving business objectives.

Remote Call Centre Manager  ABC Remote Solutions, City, State  March 2018 – Present

  • Managed a remote call centre team across multiple locations, ensuring consistent service delivery and performance.
  • Implemented remote work strategies, including communication tools and performance tracking systems.
  • Developed and implemented policies and procedures to maintain productivity and engagement in a remote environment.
  • Provided coaching, mentoring, and performance feedback to remote team members, promoting professional growth.
  • Monitored call centre operations, analyzed metrics, and implemented process improvements to enhance efficiency.
  • Collaborated with cross-functional teams to resolve customer issues and optimize service delivery.
  • Conducted regular virtual team meetings and training sessions to foster teamwork and knowledge sharing.
  • Prepared and presented reports on call centre performance and remote team productivity to senior management.

Call Centre Supervisor  DEF Contact Solutions, City, State  June 2015 – February 2018

  • Supervised a team of call centre agents, ensuring adherence to quality standards and performance targets.
  • Conducted remote coaching and training sessions to enhance agent skills and customer service excellence.
  • Monitored call centre activities through remote monitoring tools to maintain service level agreements.
  • Collaborated with cross-functional teams to address customer concerns and improve service quality.
  • Assisted in the development and implementation of remote work policies and procedures.

Bachelor of Business Administration  City University, City, State  2010 – 2014

  • Remote call centre operations management
  • Remote team leadership and development
  • Technology integration and virtual communication tools
  • Staffing and scheduling in a remote environment
  • Remote Work Certification

Tips for Writing an Effective Call Centre Manager Resume

If you’re looking to apply for a call centre manager position, then it’s essential to make sure your resume stands out. Not only should you list your relevant work experience and skills, but you must also use strategies that grab the attention of hiring managers. Here are some tips to help you create an effective call centre manager resume.

A. Use Appropriate Language and Vocabulary

When writing your resume, it’s crucial to use appropriate language and vocabulary. Make sure the words you use are related to the job description and industry. Avoid using overly sophisticated language or industry jargons that may confuse your readers. Instead, use simple and concise language that accurately describes your experience and skills.

B. Highlight Your Accomplishments

It’s essential to highlight your accomplishments in your call centre manager resume. While listing your job duties is necessary, hiring managers are more interested in what you’ve achieved in the role. Talk about projects or initiatives you’ve implemented, any awards or recognition you’ve received, and how you’ve helped increase customer satisfaction or improve the call centre’s overall metrics.

C. Quantify Your Achievements

Quantifying your achievements can make your resume stand out. Use numbers or percentages to show the impact you’ve made in your previous roles. For instance, if you’ve increased sales or reduced call waiting times, provide specific figures that showcase your impact.

D. Make Your Resume Keyword Optimized

To ensure your resume gets past the applicant tracking system (ATS) and read by a human, make sure it’s keyword optimized. Use relevant keywords related to the job description, industry, and skills you possess. For example, if the job requires experience with CRM software, make sure you mention your experience with specific software.

E. Customize Your Resume for Each Job Application

Finally, customize your call centre manager resume for each job application. While you may have a master copy of your resume, it’s crucial to tailor it to fit the specific job opening. Read the job description thoroughly, and incorporate relevant skills and experiences into your resume.

To create an effective call centre manager resume, use appropriate language and vocabulary, highlight your accomplishments, quantify your achievements, make your resume keyword optimized, and customize it for each job application. By following these tips, you increase the chances of landing your dream job.

Common Mistakes to Avoid in Writing a Call Centre Manager Resume

When it comes to writing a call centre manager resume that stands out from the rest, there are some common mistakes you need to avoid. These include:

A. Using Generic Resume Templates

One of the biggest mistakes you can make is using a generic resume template that doesn’t showcase your unique skills and experiences. While these templates may be easy to use, they lack the personal touch that can make all the difference in a competitive job market. Instead, take the time to customize your resume for each job you apply for, highlighting the skills and experiences that are most relevant.

B. Including Irrelevant Information

Another common mistake is including irrelevant information in your resume. While it can be tempting to include every job you’ve ever had, or every skill you’ve ever learned, this can actually work against you. Recruiters and hiring managers want to see relevant information that demonstrates your ability to do the job. Be selective about what you include, and focus on the skills and experiences that matter most.

C. Omitting Key Skills and Achievements

On the flip side, it’s also important not to omit key skills and achievements that could set you apart from other candidates. If you’ve achieved notable successes in your previous roles, be sure to mention them. Similarly, if you have specific skills or certifications that are relevant to the job, make sure to highlight them.

D. Ignoring the Importance of Formatting and Layout

Formatting and layout are essential components of a successful resume. If your resume is difficult to read, cluttered, or disorganized, it can detract from your qualifications and experience. Use clear, concise language, and break up your resume into easy-to-read sections. Use bullet points to highlight important information, and make sure your contact details are prominently displayed.

E. Failing to Proofread and Edit Your Resume

Even the most qualified candidates can be rejected if their resumes are riddled with errors and typos. Before submitting your resume, take the time to proofread and edit it carefully. Use spell-check tools, and ask a friend or colleague to review your resume for errors or areas of improvement.

When it comes to writing a call centre manager resume, there are several mistakes you should avoid. By using a personalized approach, focusing on relevant information, highlighting key skills and achievements, paying attention to formatting and layout, and proofreading carefully, you can create a resume that stands out to potential employers.

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call center manager resume sample

9 Call Center Manager Resume Examples for 2024

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

Portrait of Liz Bowen

  • 19 Apr 2024 - 1 new resume template (Client Relations Director in Financial Services Call Center) added
  • 11 Apr 2024 - 1 new section (Key skills for call center managers) added
  • 03 Apr 2024 - 1 new resume template (Customer Experience Manager in Tech Industry Call Center) added
  • 26 Mar 2024 - 1 new section (Show impact with numbers) added
  • 18 Mar 2024 - 1 new section (Show your leadership skills) added
  • 10 Mar 2024 - 1 new section (Get past resume screeners) added
  • 02 Mar 2024 - 4 new sections, including 'Positioning your education section', added
  • 02 Mar 2024 - 6 new resume templates, including Food Service Manager transitioning to Call Center Manager, added
  • 29 Feb 2024 - Article published
  • 26 Feb 2024 - Resumes approved
  • 24 Feb 2024 - First draft complete

  Next update scheduled for 27 Apr 2024

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

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

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

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

use this maybe to have a resume upload button widget 1: yellow Here's a short quick tip / warning for people to include. If your symptoms get worse or do not improve after 1 day, go to a lower altitude if you can. Try to go around 300 to 1,000 metres lower.

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

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

Call Center Manager Resume Sample

Positioning your education section.

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

Understanding call center needs

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

Call Center Operations Manager Resume Sample

Ideal resume length.

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

Senior Call Center Manager Resume Sample

Leadership in a call center.

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

Call Center Manager with Telecom specialization Resume Sample

Get past resume screeners.

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

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

Junior Call Center Supervisor Resume Sample

Show your leadership skills.

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

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

Food Service Manager transitioning to Call Center Manager Resume Sample

Key skills for call center managers.

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

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

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

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

Customer Experience Manager in Tech Industry Call Center Resume Sample

Show impact with numbers.

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

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

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

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

Client Relations Director in Financial Services Call Center Resume Sample

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5 Amazing call center manager Resume Examples (Updated 2023) + Skills & Job Descriptions

Build your resume in 15 minutes, call center manager: resume samples & writing guide, nate bailey, employment history.

  • Monitor and evaluate call center technology
  • Prepare and submit performance reports
  • Develop and implement strategies to reduce call center costs
  • Provide training and guidance to call center staff
  • Develop and implement customer service policies
  • Analyze customer data and trends
  • Establish and maintain effective relationships with customers
  • Monitor customer feedback and develop strategies to improve customer service

Do you already have a resume? Use our PDF converter and edit your resume.

Professional Summary

  • Monitor call center performance and analyze data
  • Manage customer inquiries and complaints
  • Ensure compliance with applicable laws and regulations

Todd Turner

  • Supervise and manage call center staff
  • Develop and implement call center strategies and operations

Vincent Evans

  • Ensure customer service standards are met

Larry Nelson

  • Develop and implement strategies to increase customer satisfaction

Not in love with this template? Browse our full library of resume templates

call center manager resume sample

Table of Content

  • Introduction
  • Resume Samples & Writing Guide
  • Resume Example 1
  • Resume Example 2
  • Resume Example 3
  • Resume Example 4
  • Resume Example 5
  • Jobs Description
  • Jobs Skills
  • Technical Skills
  • Soft Skills
  • How to Improve Your Resume
  • How to Optimize Your Resume
  • Cover Letter Example

call center manager Job Descriptions; Explained

If you're applying for an call center manager position, it's important to tailor your resume to the specific job requirements in order to differentiate yourself from other candidates. Including accurate and relevant information that directly aligns with the job description can greatly increase your chances of securing an interview with potential employers. When crafting your resume, be sure to use action verbs and a clear, concise format to highlight your relevant skills and experience. Remember, the job description is your first opportunity to make an impression on recruiters, so pay close attention to the details and make sure you're presenting yourself in the best possible light.

call center manager

  • Instrumental in the consolidation of two call centers by providing needed statistics, creating schedules, merging policies, conferring with telecommunication department to ensure all phone lines are transferred properly.
  • Communicated with upper management at both properties as well as Corporate to ensure timeline and needed actions were followed. 
  • Oversee the daily operations of a multi-property, 50+ team member call center exceeding 2,500 incoming calls per day. 
  • Promote an environment of exceeding guest expectations by advocating for consistent training, call coaching and leading by example.
  • Direct, plan, and implement policies, objectives, or procedures to ensure continuing operations, maximize service levels, and enhance overall guest experience by working with all levels within the organization.
  • Create call reports, queries, and solicit information related to incoming calls, reservation conversion and lost calls to review and identify areas needed for improvement.
  • Attend and participate in property and company meetings as a representative and advocate of the department. 
  • Manage two sites, with a team of over 180 employees 
  • Ensure adherence to required contract performance standards, deadlines, and proper procedures 
  • Hiring manager responsible for assisting with recruiting, interviewing and selecting employees based on staffing plans 
  • I9 Verifier 
  • Payroll processor for the TxDOT business unit
  • Review reports pertaining to the Service Level Agreement and Key Performance Indicators 
  • Consistently  provides support to staff as a mentor to allow for continual self-growth and assist in establishing goals 
  • Achieved record of keeping the service level performancefixed at 98% for 1 year.
  • Worked on project strategies & development.
  • Managed 2 supervisors, 15 call agents and 2 admin staff.
  • Completed conversions of all contract employees to permanent employees in approximately 2 weeks 
  • Answered representative’s questions, guided them through difficult calls or issues;
  • Leaded team meetings;
  • Prepared reports and analyzed call center data to improve processes;
  • Assisted other management team members in identifying trends and establishing call center goals. 
  • Managed team of 15-30 inbound customer service agents.
  • Resolve internal complaints through conducting coaching sessions with customer service agents.
  • Supervise the work of customer service employees to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems. questions regarding policies and procedures.
  • Evaluate employees’ job performance and conformance to regulations and recommend appropriate personnel action. 
  • Handled escalated calls with members.
  • Participated in bi-weekly client conference calls to go over team metrics and call handling.
  • Assisted in First Call Resolution Pilot and implementing new process to assist in resolving claim issues in first call.

call center manager Job Skills

For an call center manager position, your job skills are a key factor in demonstrating your value to the company and showing recruiters that you're the ight fit for the role. It's important to be specific when highlighting your skills and ensure that they are directly aligned with the job requirements, as this can greatly improve your chances of being hired. By showcasing your relevant skills and experience, you can make a compelling case for why you're the best candidate for the job.

How to include technical skills in your resume:

Technical skills are a set of specialized abilities and knowledge required to perform a particular job effectively. Some examples of technical skills are data analysis, project management, software proficiency, and programming languages, to name a few. Add the technical skills that will get hired in your career field with our simple-to-use resume builder. Select your desired resume template, once you reach the skills section of the builder, manually write in the skill or simply click on "Add more skills". This will automatically generate the best skills for your career field, choose your skill level, and hit "Save & Next."

  • Data Analysis
  • Project Management
  • Troubleshooting
  • Quality Assurance
  • Database Management
  • Risk Management
  • Business Acumen
  • Process Improvement
  • Computer Literacy
  • Financial Management
  • Visualization
  • Strategic Thinking
  • Relationship Management
  • Documentation
  • Presentation
  • Written Communication

How to include soft skills in your resume:

Soft skills are non-technical skills that relate to how you work and that can be used in any job. Including soft skills such as time management, creative thinking, teamwork, and conflict resolution demonstrate your problem-solving abilities and show that you navigate challenges and changes in the workplace efficiently. Add competitive soft skills to make your resume stand-out to recruiters! Simply select your preferred resume template in the skills section, enter the skills manually or use the "Add more skills" option. Our resume builder will generate the most relevant soft skills for your career path. Choose your proficiency level for each skill, and then click "Save & Next" to proceed to the next section.

  • Communication
  • Interpersonal
  • Time Management
  • Problem Solving
  • Decision Making
  • Critical Thinking
  • Adaptability
  • Organization
  • Public Speaking
  • Negotiation
  • Conflict Resolution
  • Attention to Detail
  • Self-Motivation
  • Stress Management
  • Collaboration
  • Emotional Intelligence
  • Flexibility
  • Reliability
  • Professionalism
  • Customer Service
  • Social Media
  • Supervisory
  • Relationship Management.

How to Improve Your call center manager Resume

Navigating resume pitfalls can mean the difference between landing an interview or not. Missing job descriptions or unexplained work history gaps can cause recruiters to hesitate. Let's not even talk about the impact of bad grammar, and forgetting your contact info could leave your potential employer hanging. Aim to be comprehensive, concise, and accurate.

Dave Taylor

Provide your contact information and address year gaps, always explain any gaps in your work history to your advantage..

  • Employers want to know what you've accomplished, so make sure to explain any gaps using a professional summary.
  • Adding extra details and context to explain why you have a gap in your work history shows employers you are a good fit for the position.

How to Optimize Your call center manager Resume

Keep an eye out for these resume traps. Neglecting to detail your job roles or explain gaps in your career can lead to unnecessary doubts. Grammar blunders can reflect negatively on you, and without contact information, how can employers reach you? Be meticulous and complete.

  • Develp and implement stragegies to reduce call center cost's
  • Ensure customer service standard's are met
  • Manage customer inquirie's and complaint's
  • Develp and imoplement call center stragies and operatons
  • Prepare and submit performace reports
  • Develp and imoplement stragies to increase custmer satisfacton
  • "I went to the store
  • to buy some food
  • for my family."
  • I went to the store
  • for my familie.

Include Job Descriptions and Avoid Bad Grammar

Avoid sending a wrong first impression by proofreading your resume..

  • Spelling and typos are the most common mistakes recruiters see in resumes and by simply avoiding them you can move ahead on the hiring process.
  • Before submitting your resume, double check to avoid typos.

call center manager Cover Letter Example

A cover letter can be a valuable addition to your job application when applying for an call center manager position. Cover letters provide a concise summary of your qualifications, skills, and experience, also it also gives you an opportunity to explain why you're the best fit for the job. Crafting a cover letter that showcases your relevant experience and enthusiasm for the Accounts Payable role can significantly improve your chances of securing an interview.

Greetings McKinsey & Company Recruitment Team

I am writing to express my interest in the Chief Call Center Manager role at McKinsey & Company. As a Call Center Manager with 9 years of experience in Business Management, I am confident that I have the necessary skills and expertise to succeed in this position.

My life experiences have taught me the importance of hard work, dedication, and collaboration. Whether it was on the work, or just personally, I have always been committed to pursuing my goals with passion and tenacity. I am confident that throughout all of these years I have gained the skills and expertise necessary to succeed in this role and be a great asset for McKinsey & Company. I am eager to join a team that shares my values and work towards a common goal.

Thank you for considering my application for the Chief Call Center Manager role at your organization. I am dedicated to continuous improvement, and elated about the opportunity to join your team and work towards achieving our shared goals together.

Showcase your most significant accomplishments and qualifications with this cover letter. Personalize this cover letter in just few minutes with our user-friendly tool!

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Awesome

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Call Center Manager Resume Examples

Writing a great call center manager resume is important because it is one of the first things a potential employer will see when they are considering you for a position. It is your opportunity to make a good first impression and sell yourself as the best candidate for the job.

Create your resume Select from 7 professional resume templates

If you're looking for inspiration when it comes to drafting your own call center manager resume, look no further than the samples below. These resumes will help you highlight your experience and qualifications in the most effective way possible, giving you the best chance of landing the call center manager job you're after.

Call Center Manager Resume Example

or download as PDF

Essential Components of a Call Center Manager Resume

A Call Center Manager's resume is a critical document that encapsulates a candidate's professional journey and qualifications for managing a call center. It should effectively highlight their competencies, previous roles, and achievements in overseeing call center operations. The resume includes essential sections such as personal details, career objectives, employment history, skills, and educational background. These elements are pivotal in demonstrating the candidate's ability to lead teams, ensure customer satisfaction, and enhance operational efficiency. In this article, we delve into each component of a Call Center Manager's resume, discussing their significance and content, and providing tips to make each section stand out.

1. Contact Information

At the top of your resume, prominently display your contact information to enable potential employers to reach you for further discussions or interviews. Include your full name , current address , phone number , and a professional email address . Ensure these details are accurate and up-to-date.

How to List Contact Information for a Call Center Manager Resume

Consider adding your LinkedIn profile or other professional networking profiles, ensuring they are polished and align with your resume.

Exclude personal details such as marital status, age, or religion, as they are irrelevant to the job application and could introduce bias.

Adding Skype ID or other video call information is optional unless requested by the employer.

2. Objective Statement

The " Objective Statement " is a concise declaration of your career intentions and what you aim to bring to the prospective employer. Tailor it to the job you're applying for, highlighting your relevant skills , experiences , and goals .

An example objective statement could be: " Experienced call center professional seeking a managerial role to leverage my leadership skills and in-depth knowledge of customer service to enhance operational efficiency and customer satisfaction. "

Ensure your objective statement is specific, succinct, and aligned with the job description.

3. Work Experience

The " Work Experience " section is where you detail your previous roles and accomplishments relevant to call center management. List each position with the employer's name, your title, dates of employment, and a brief description of your responsibilities and successes, using bullet points for clarity.

Highlight achievements with quantifiable results, such as improvements in customer satisfaction scores or reductions in average handling time.

Include experience with relevant software and systems, and don't hesitate to mention transferable skills from non-call center roles that demonstrate leadership or customer service expertise.

4. Skills and Competencies

In the " Skills and Competencies " section, showcase the abilities and expertise that qualify you for the call center manager position. Include skills such as communication, leadership, problem-solving, customer service, technical proficiency, decision-making, time management, adaptability, stress management, and training & development. Provide examples from your work history to illustrate these skills in action.

5. Education and Certifications

Detail your Education and any relevant Certifications to demonstrate your knowledge and skill set. Include degrees in Business Administration or Management, specialized courses, certification programs, and any technical training. Provide the institution names, completion dates, and any honors received.

6. Achievements and Awards

In the " Achievements and Awards " section, list accolades that are pertinent to the call center management role. Quantify your achievements and include any industry recognition to substantiate your capabilities.

Be honest and ensure that this section complements the rest of your resume, reinforcing your skills and experiences.

7. References

The " References " section can be a powerful endorsement of your abilities. Choose references who can attest to your qualifications as a call center manager, such as former supervisors or colleagues. Provide their contact details and your relationship with them.

Always obtain permission before listing someone as a reference and inform them about the positions you are applying for.

While often overlooked, a well-curated references section can be instrumental in securing a job offer, as it provides credible validation of your professional competencies.

Related Resume Examples

  • Call Center Operations Manager
  • Call Center Team Leader
  • Call Center Agent
  • Call Center Analyst
  • Call Center Associate
  • Call Center Director

Call Center Manager Resume Samples

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

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

Call Center Manager Resume example

  • Resume Samples
  • Customer Service
  • Call Center Manager

Call Center Manager Resume

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

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

Call Center Manager Resume Sample

Description :

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

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

Skills : Microsoft Office, NT, 2010,.

Call Center Manager Resume Template

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

Area Call Center Manager Resume

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

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

Area Call Center Manager Resume Format

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

Call Center Manager/Service Resume

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

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

Call Center Manager/Service Resume Model

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

Home Call Center Manager Resume

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

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

Home Call Center Manager Resume Model

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

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

Skills : CPR Certificate, Managing Skills.

Call Center Manager Resume Example

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

Call Center Manager/Quality Manager Resume

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

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

Call Center Manager/Quality Manager Resume Template

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

Assistant Call Center Manager Resume

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

Skills : Five9, inContact, Excel Dashboards, Management.

Assistant Call Center Manager Resume Example

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

Call Center Manager/Sales Team Leader Resume

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

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

Call Center Manager/Sales Team Leader Resume Format

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

Service/Call Center Manager Resume

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

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

Service/Call Center Manager Resume Format

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

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

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

Call Center Manager Resume Format

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

Call Center Manager/Account Manager Resume

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

Skills : TECHNICAL TRAINING / SKILLS Extensive skills Microsoft.

Call Center Manager/Account Manager Resume Example

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

Call Center Manager/District Administrator Resume

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

Skills : Management, Office Management, Sales Management.

Call Center Manager/District Administrator Resume Model

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

Sr. Call Center Manager Resume

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

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

Sr. Call Center Manager Resume Model

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

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

Skills : Highly motivated, organized, and dedicated customer.

Call Center Manager Resume Model

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

Table of Contents

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Call Center Manager Resume Example (Free Guide)

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

Call Center Manager Resume Example

This article provides a Call Center Manager Resume Example to help you create a winning resume. It shows you the key elements to include in your resume to help you stand out from the competition and land the job. With clear guidance and tips, you can create a resume that will get the attention of potential employers and help you get the job you want.

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 Manager do?

A Call Center Manager is responsible for overseeing the day-to-day operations of a call center, which includes hiring and training staff, creating and implementing policies and procedures, monitoring performance, and ensuring customer satisfaction. They are also responsible for managing a budget, strategizing ways to improve customer service, and ensuring compliance with applicable laws and regulations.

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What are some responsibilities of a Call Center Manager?

  • Hire, train and manage staff in the call center.
  • Set goals and objectives for the call center.
  • Manage and track performance metrics in the call center.
  • Ensure quality customer service is provided to all customers.
  • Monitor customer feedback and use it to improve call center services.
  • Implement strategies to reduce call abandonment and increase call volume.
  • Develop policies and procedures for the call center.
  • Manage and maintain the call center budget.
  • Ensure compliance with laws and regulations.
  • Create and implement call center training programs.
  • Manage and maintain call center technology.
  • Analyze customer data to improve call center performance.
  • Provide technical support and troubleshoot problems.
  • Facilitate communication between staff and management.

Sample Call Center Manager Resume for Inspiration

Call Center Manager Personal Details: Name: John Doe Address: 123 Any Street, Anytown, Anystate 00000 Phone: (123)456-7890 Email: [email protected]

Professional Summary: John Doe is an experienced and dedicated Call Center Manager with over 10 years of experience working in a call center environment. He has a proven track record of successful training, problem-solving and team-building. He is capable of quickly adapting to new technologies and is an effective communicator and leader. He is a team player who is reliable and highly motivated.

Work Experience:

  • Call Center Manager, ABC Company, Anytown, Anystate (2020 - Present)
  • Manage a team of 50+ call center agents
  • Develop and implement strategies to improve customer service and increase efficiency
  • Provide training and coaching to new and existing agents
  • Handle customer escalations and resolve customer complaints
  • Call Center Supervisor, XYZ Company, Anytown, Anystate (2015 - 2020)
  • Supervised a team of 25 call center agents
  • Provided feedback and coaching to agents to improve performance
  • Developed and implemented call center processes and procedures
  • Assisted in the hiring and onboarding of new agents

Education: Bachelor of Science in Business Administration, Any University, Anytown, Anystate (2010)

  • Customer Service
  • Training and Coaching
  • Leadership and Team Building
  • Problem Solving and Decision Making
  • Communication and Interpersonal Skills
  • Computer Proficiency

Certifications: Certified Call Center Manager (CCC), ABC Institute (2020)

Languages: English (fluent), Spanish (conversational)

Resume tips for Call Center Manager

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 Manager resume tips. We collected the best tips from seasoned Call Center Manager - 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.

  • Include a clear objective statement at the top of your resume that communicates your desired position as a Call Center Manager.
  • Highlight your experience in customer service, call center operations, and technical support.
  • Showcase your ability to train, motivate, and lead a team of call center representatives.
  • Include metrics that demonstrate the success of your management strategies, such as reduced call times and improved customer satisfaction.
  • Demonstrate your ability to stay organized and efficient while working in a fast-paced environment.

Call Center Manager Resume Summary Examples

A Call Center Manager Resume Summary or Resume Objective should be used to highlight the skills and experience that make you an ideal candidate for the job. It should be customized to fit the job description and demonstrate how your background and experience are well-suited to the position. A Call Center Manager Resume Summary or Resume Objective is an important part of a resume as it allows hiring managers to quickly assess if a candidate is a good fit for the job. It also helps to draw attention to key qualities and accomplishments that are relevant to the role. For Example:

  • Experienced Call Center Manager with 5+ years of experience in managing a team of 20. Demonstrated the ability to meet and exceed customer service goals.
  • Call Center Manager with an extensive background in setting up and managing inbound/outbound call centers. Highly skilled in customer service and technical support.
  • Results-driven Call Center Manager with 8+ years of experience in developing and implementing customer service initiatives. Possess strong leadership skills.
  • Call Center Manager with 7+ years of experience managing a team of 30. Highly organized and capable of handling high-volume customer calls.
  • Knowledgeable Call Center Manager with 10+ years of experience in staff training and customer service. Proven track record in improving customer satisfaction.

Build a Strong Experience Section for Your Call Center Manager Resume

Building a strong experience section for a call center manager resume is important because it allows potential employers to get an overview of your qualifications and accomplishments. It also helps to demonstrate the value you can bring to the position. The experience section should include details about any customer service, sales, or management experience you have had, including any achievements or awards you have received in these roles. In addition, you should include any relevant technical skills you have acquired, such as computer programs, software, and customer service systems. Finally, the experience section should include any customer service or sales training you have completed. For Example:

  • Successfully managed and developed a team of 20 call center agents to improve customer service ratings and enhance customer satisfaction.
  • Monitored and evaluated the performance of call center agents to ensure they effectively handle customer inquiries.
  • Developed and implemented call center policies, procedures, and standards to ensure effective customer service delivery.
  • Provided customer service training to call center agents to improve customer service delivery.
  • Resolved customer complaints and inquiries through effective troubleshooting and problem-solving.
  • Established objectives and service level agreements to measure and improve customer service performance.
  • Ensured compliance with industry regulations and customer service standards.
  • Collaborated with other departments to ensure customers’ inquiries are handled efficiently and timely.
  • Established and maintained positive relationships with customers to promote customer loyalty.
  • Analyzed call center data to identify areas of improvement and develop strategies to improve customer service.

Call Center Manager resume education example

A call center manager should have at least a bachelor's degree in business, management, or a related field. They should also possess strong written and verbal communication skills, as well as problem-solving and decision-making skills. Additionally, a call center manager should have knowledge of customer service practices and technologies, as well as experience working in a customer service environment. Here is an example of an experience listing suitable for a Call Center Manager resume:

  • Bachelor of Science in Business Management, ABC University, New York, NY
  • Certification in Call Center Management, XYZ College, Los Angeles, CA
  • Advanced Project Management Course, LMN Institute, Chicago, IL

Call Center Manager Skills for a Resume

It is important to add skills for a Call Center Manager Resume because it will help employers quickly identify whether the candidate has the necessary experience for the job. Skills can include things like customer service, problem solving, conflict resolution, communication, leadership, and time management. These skills should be tailored to the job requirements and should demonstrate the candidate’s ability to successfully manage a call center. Including examples of how the candidate has used these skills in past roles can also be helpful to demonstrate the candidate’s experience and success in the role. Soft Skills:

  • Communication
  • Organizational
  • Problem Solving
  • Attention to Detail
  • Time Management
  • Communication Skills
  • Conflict Resolution
  • Leadership Skills
  • Team Management
  • Data Analysis
  • Organizational Skills

Common Mistakes to Avoid When Writing a Call Center Manager 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 Manager resume

  • Demonstrated ability to manage a team of call center representatives and ensure customer satisfaction.
  • Proficient in customer service software applications, such as Salesforce, Zendesk, and LiveChat.
  • Experienced in developing and implementing training programs for call center agents.
  • Adept at creating and enforcing policies and procedures to ensure compliance with regulations.
  • Skilled in utilizing data analytics to assess customer service operations and identify areas of improvement.
  • Strong problem-solving and decision-making abilities.
  • Excellent communication and interpersonal skills.

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Call Center Resume Samples

The guide to resume tailoring.

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

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

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

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  • Workforce management or workflow management is a plus
  • Assists with implementation of work flow productivity improvements
  • Works closely with Management, Claims Examiners and Claims Assistants
  • Assist Owners and Guests with roommoves and requests for luggage assistance, wheelchairs, cribs, rollaway beds and other deliveries
  • Assists with any special projects as directed by manager
  • Performs weekend coverage duties as assigned by Testing Supervisor or Manager
  • Ensures traffic is monitored and staff levels are balanced to provide and maintain performance
  • Works with Work Force Management to ensure staffing allocations are managed and assigned based upon production and SLAs
  • Coaches and develops team and ensures subordinate supervisors and managers are developing strong teams
  • Manages operational programs to provide information necessary to improve production
  • Performs other duties as assigned by management
  • Support the financial management of the team through effective management of staff productivity and other expense control mechanisms
  • Monitors, evaluates and provides performance feedback to Call Center staff
  • Manage performance review process – deliver ongoing feedback and deal with difficult employee issues including termination
  • Manage, coach, and develop front-line associates to achieve individual performance goals
  • Set a leadership example with peers and staff to develop a representative level team to improve performance
  • Provide day-to-day management and oversight of agents performance, including (but not limited to)
  • Provide lead support for Audit related issues within the Contact Center. Perform audit tasks and document coaching opportunities and process improvements
  • · Set a leadership example with peers and staff to develop a representative level team to improve performance
  • Establishes performance criteria for developing associates to meet or exceed business and individual goals
  • Provides functional guidance, training and assistance to lower level staff
  • Professionalism with the ability to balance urgency and decisiveness with customer service relationship skills and attention to detail
  • Basic computer and keyboard skills; MS Office knowledge
  • Detail-oriented, ability to multi-task in a fast-paced, high volume call center environment
  • Strong time management and organizational skills, including ability to manage and prioritize multiple tasks
  • Excellent organizational skills with attention to detail
  • Good knowledge of computers; ie. internet systems
  • Good organization skills with the ability to multi-task effectively
  • Strong Computer Skills with proficiencies in Microsoft Excel and Word
  • Ability to multi-task, manage details and organize efficiently and effectively
  • Excellent benefits including generous medical, vision, dental and life & disability insurance

15 Call Center resume templates

Call Center Resume Sample

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  • Two or more years customer service experience, with call center experience preferred
  • Bilingual – English / Spanish is a plus but not required
  • Flexible and adaptable to quick changing environment(s)
  • Must be able to attend a full-time training class for4 weeks, Monday through Friday where perfect attendance is required. (Training hours are:Mon-Fri, 8am-5pm) Start date: October 20, 2014
  • Technical Call Center, Banking, Credit Card Processing industry experience is helpful, but not required

Call Center Collector Resume Examples & Samples

  • Working understanding of Consumer Collections and relevant function areas, including regulatory and consumer guidelines, pertinent documentation and initiatives (for example, property appraisals, Broker Price Opinions, Service Alignment Initiatives)
  • Working knowledge of federal, state/provincial and local laws pertaining to Consumer Collections and functional area
  • Familiarity with Auto Dialers and dialing platforms
  • Strong negotiation and skip tracing skills
  • Keen analytical skills, attention to detail and ability to work independently
  • Effectively deals with change and shifting priorities
  • Strong and decisive problem solver
  • Proven ability to work effectively in a fast paced and stressful environment
  • Proven ability to multi-task, prioritize workload and meet deadlines
  • Proficient knowledge of function-specific software and computer programs
  • Proficient PC Skills including but not limited to Microsoft Excel, Word, Access, etc
  • College degree preferred or 1-5 years relevant collections experience
  • Minimum of 2 years of experience in specific area of Collections

Supervisor Call Center Resume Examples & Samples

  • Effectively manage escalation of calls, back office work, client issues and provide direction and guidance regarding policies, procedures, workflows and call service quality
  • Continuously analyze current business work flows and productivity/efficiency results in order to seek and recommend process improvements
  • Effective and strong decision maker with the ability to make prudent decisions that are timely, well researched, and reflect awareness of impact on the customer and the company
  • Demonstrate a strong background in call center operations or customer service
  • Excellent reporting skills with the ability to analyze metrics and present results to Executive Management
  • Demonstrates strong problem solving skills and is able to improve quality results by recommending changes
  • Keeps equipment operational by following established procedures and reporting malfunctions
  • Strong background managing direct reports with the ability to motivate employees and create a positive environment, preserve high morale, and the overall ability to supervise and direct people and/or resources to meet department goals
  • Enhances organization reputation by accepting ownership for accomplishing new and different requests, exploring opportunities to add value to job accomplishments
  • 2+ years in customer service, management and call center background
  • Must be willing to work flexible hours(8am-8pm) including overnight, weekends and holidays when needed

Inside Sales Account Executive, Call Center Resume Examples & Samples

  • The primary responsibility is to grow market share within a designated account list through the combination of acquiring new business and increasing current client spend while increasing client satisfaction
  • Maintains an awareness of revenue responsibilities and performance to goal
  • Develops and works a pipeline of potential customers’ growth within existing base; produces accurate forecasts
  • Communicates with clients on needs analysis, delivering proposals/campaigns and conflict resolution
  • Negotiates contracts/rates while keeping customer ROI and the Company’s rate integrity intact. Executes the 5-Step Sales process which includes: 1. Plan & Prepare, 2. Evaluate Needs, 3. Build the Solution, 4. Present and Close, and 5. Follow Through

Call Center Operations Coordinator Resume Examples & Samples

  • 3+ years of experience in a Call Center environment
  • Post High School education/training or an equivalent combination of education and experience
  • Microsoft Excel proficient
  • Exceptional phone manner
  • Solid analytical skills
  • Familiarity with the Symposium system and Image Matrix system
  • Experience with automated management, imaging and /or call tracking tools

Call Center Infrastructure Architect Resume Examples & Samples

  • Bachelor's degree in a related field or equivalent
  • 7-10 years of experience of being responsible for major components of a complex infrastructure or call center
  • Experience with CRMs, Salesforce, cloud-based contact centers, phone systems, ticketing and analytics
  • Prior work with a complex business
  • Experience with project management
  • Technology native with experience from an industry-defining technology driven company
  • Knowledge of the basics of programming and building systems, and are experienced working with data
  • Excellent presentation, analytical, negotiation, and communication skills

VP Call Center Operations Resume Examples & Samples

  • Responsible for the development, execution, review and refinement of the group’s work strategies including the use of technology, MIS development and analysis, resource management, and expense management
  • Responsible for employee coaching and development, and ensuring all workplace and line of business policies are adhered to as well as manage personnel decisions including performance appraisals, promotions, salary recommendations, and terminations
  • May perform other special duties or assignments as requested or required by senior management
  • Must have at least 5 years experience in Call Center Management in a world class customer service center
  • Possess excellent speaking voice and vocabulary
  • Able to type a minimum of 25 words per minute
  • Must be able to successfully complete training and pass assessment exam

Call Center Scheduling & Forecasting Analyst Resume Examples & Samples

  • Build customized data search/mining reports or tools to meet customer needs
  • Perform basic statistical analysis on data to identify basic factors influencing trends and relationships of variables to drive improved growth results
  • Create, maintain, and update standard operating procedures for all databases and macro
  • Support Six Sigma Quality initiatives to deliver process improvements across the business
  • Identify and drive resolution of data integrity and systems enhancement issues
  • Experience with Microsoft Suite including: Word, Excel, PowerPoint and Outlook or comparable software application
  • Must submit your application for employment through gecareers.com to be considered (Internals
  • Proficiency in Excel, Access and other analytics tools
  • Self-Starter – Proven ability to manage multiple and converging requirements with changing priorities <
  • Strong work ethic with an ability to work independently as well as in a team environment
  • Excellent interpersonal, communication and presentation skills in order to communicate analysis and recommendations
  • Strong problem solving, analytical and mathematical skills

Call Center Customer Service Rep, Hours Resume Examples & Samples

  • Building and maintaining strong business relationships with existing customers through established service and banking sales standards
  • Effectively processes customer requests and transactions in accordance with bank policies and procedures including utilizing the Language Line process to serve non-English speaking customers
  • Resolves escalated inquiries or directs to the appropriate area

Call Center Customer Service Manager Resume Examples & Samples

  • Works with Call Center supervisors to develop staff knowledge and skills to provide outstanding service. Serves as a customer service role model to others
  • Works with managers and supervisors to provide a work environment and culture that promotes customer service, staff development and achievement
  • Continually reviews department and Bank processes, procedures and policies to insure they are designed to meet customer needs. Makes recommendations for improvements within the department
  • Promotes teamwork and the cross training of employees
  • Participates in setting departmental performance measurements and holds staff accountable to them
  • Handles complex customer issues and provides follow through to customers and senior management
  • Works with Call Center management team to manage FTE usage, productive on phone time and overtime
  • Must be an expert in Call Center functions, processes and procedures and systems
  • Initiative, a detail orientation, strong analytical skills, and decisive decision-making skills
  • Detail orientation, strong analytical skills, and strong process orientation and analysis skills
  • Ability to multi-task and be flexible

Call Center Reservation Sales Agent Sabre Hospitality Solutions Resume Examples & Samples

  • Requires excellent understanding of the organization, products, and/or services
  • Excellent computer software skills
  • Must possess excellent communication skills both written and verbal

Call Center Collections Resume Examples & Samples

  • Pursues communication with defaulted customers utilizing manual or automated dialing to obtain payment commitments designed to resolve delinquency
  • Monitor delinquent loans to identify, at the earliest opportunity, situations where alternatives to repossessions, bankruptcies, etc, exist to reduce the loss to Fifth Third (loan modifications, re-ages etc)
  • Identify, evaluate, and resolve reasons for delinquency
  • Record all collection efforts via the collection system ensuring that all accounts are noted accurately
  • Conduct research, ordering payment copies, credit bureau reports, statements, and credit applications as necessary, to support the collection efforts
  • Utilize cross sell of alternative loan products to reduce losses and promote continued business when applicable
  • Record all collection efforts via the collection system insuring that all accounts are noted accurately
  • Execute department strategy plan to collect delinquent accounts
  • Access statements, applications, and third-party vendor services to locate or perfect customer contact and make some strategic actionable decisions
  • Stay in compliance with the Fifth Third Quality Assurance Desktop Procedure guidelines
  • Escalate calls and/or problem accounts to supervisor, repossession, legal or collection agencies as appropriate
  • Review daily reports to identify job performance month to date and task completion
  • Insures completion of all projects and/or additional assignments assigned to them
  • Perform other duties as business needs dictate as directed by management
  • Minimum one-year customer service or collection experience required
  • Sales focus û ability to effectively negotiate
  • Basic mathematical and analytical skills
  • Strong computer aptitude

Call Center Customer Retention Representative Resume Examples & Samples

  • Respond to call center customer retention calls for all Cox residential services and product lines
  • Identify and resolves customer issues through creative sales techniques
  • Exercise creative negotiation and sales technique to motivate customers to continue using Cox services
  • Sell additional or upgraded services, while providing a quality customer experience
  • Receive inbound retention calls from current customers, for sales and revenue generation, in a high-intensity call center environment
  • Utilize proactive persuasive/retention skills to turn requests for disconnection or downgrade into sales and save opportunities by identifying customer needs
  • Achieve monthly key performance metrics, call and order entry productivity standards, and call quality performance through utilization of persuasive skills, defined call flow structure, and adherence to provided schedule
  • Educate customers on active product features, service offerings, billing, charges, and product value
  • Understand and promote current marketing campaigns in order to sell to or save customers accurately and effectively
  • Increase revenue through up-selling and cross-selling video, HSI, wireless, and telephony services to existing customers
  • Research and review competitive pricing and service offerings in order to provide competitive price and product comparisons based on customer needs
  • Responsible for utilizing multiple customer databases to access, change or input account information for customers
  • Provide outstanding customer service, troubleshoot and resolve service and minor technical problems for customers by asking appropriate questions
  • Creatively negotiate pricing and bundling by making offers of credits and/or discounts according to Company guidelines
  • Complete installation, disconnect, transfer and seasonal downgrade orders and update customer accounts utilizing customer record database

Call Center Follow Up Associate Resume Examples & Samples

  • Follow up with transport companies for confirmed pick up and drop off dates
  • Resolve problems related to delayed and missing vehicles
  • Provide timely and accurate status updates on transit loads
  • Act as support to the Dispatchers
  • Update dealers, manager, and dispatch coordinators on problem transports
  • Assist in verification process to expedite transport consignments and minimize dry run fees
  • Process bill of ladings and file them
  • Input invoices for payment
  • At least 1 year clerical/office work experience
  • Previous transport or automotive experience is preferred

Call Center Coordinator Resume Examples & Samples

  • Monitor and communicate the status of tasks to team members, clients, and customers
  • Distribute order and load information to other team members
  • Determine which loads require verify support intervention based on system status
  • Order and general data entry
  • Perform quality assurance audits of orders/loads and determine accuracy according to standards as determined by Ready, clients, and customers
  • Contact external vendors/clients/customers to determine status updates, vehicle locations and to gather information to ensure program requirements are maintained
  • Identify areas of process improvement
  • Perform other duties as directed by department manager
  • Accurate typing and data entry skills
  • Able to manage multiple tasks in a fast-paced environment
  • Highly adaptable to process and system changes
  • Must be detail oriented with good judgment and problem solving skills
  • Able to initiate and manage a high volume of outbound phone calls
  • Strong knowledge of Microsoft Word, Excel, and Outlook
  • Demonstrate a stable employment history
  • Transportation or general automotive experience a plus

Call Center Inbound Sales Consultant Resume Examples & Samples

  • A minimum of 6 months of customer service, banking, and/or sales experience
  • Ability to provide quality service and sales effectiveness via the phone
  • Active listening skills with the ability to understand the perspectives of customers, peers, and managers. Willingly takes time to hear people out. Can accurately restate the messages and opinions of others
  • Ability to maintain composure under pressure, does not become defensive or irritated during difficult situations, and can be counted on to hold things together under stress
  • Effective with adhering to defined processes to get tasks accomplished in various situations. Understands how to separate and combine tasks into efficient work flows. Can see opportunities for synergy and integrations where possible. Can simplify complete processes
  • Ability to multitask time effectively and efficiently, values time, concentrates efforts on the more important and critical priorities
  • Ability to process information and make effective decisions
  • Can effectively cope with change, can shift gears comfortably. Can decide and act without having the total picture. Can comfortably handle risk and uncertainty
  • Able to write clearly in a variety of settings and styles. Can deliver both written and verbal messages across that have the desired effect
  • 2+ years of sales experience with demonstrated success providing sales and customer service support, with experience providing project and/or departmental responsibility support is required
  • Ability to successfully help others and serve as a mentor, consultant, and resource to new employees, trainees, and new or existing team members
  • Ability to be analytical, think critically, and synthesize information. Leverages analysis, wisdom, experience and logical methods to make good decisions and solve problems with effective solutions
  • Steps up to conflict, seeing it as an opportunity. Reads the situation quickly and can close out tough agreements and settle disputes. Has calming influence in a crisis situation. Can find common ground with minimal noise
  • Ability to learn quickly when facing new problems, experiments and willing to try anything to find an appropriate solution, comfortable with working through unfamiliar situations and tasks

Call Center Credit Card Service Consultant Resume Examples & Samples

  • Effective Communication and Listening skills
  • Process Adherence
  • Working Efficiently
  • Adapt to change
  • Self-knowledge
  • Issue diffusing

Call Center Inbound Customer Service Resume Examples & Samples

  • Handles customer calls in a professional, courteous manner
  • Provides accurate information to the customer. Explains products and policies so the customer can understand
  • Follows departmental policies and procedures, particularly in regards to customer confidentiality
  • Suggest improvements and changes to processes and policies to improve productivity or customer satisfaction
  • Continually learning and developing knowledge of Bank products and services

Call Center Scheduler Resume Examples & Samples

  • Detail oriented with ability to multitask and problem solve in order to effectively deal with internal and external customers
  • Strong telephone etiquette and written/verbal communication skills
  • Must possess a positive and upbeat personality with a desire to deliver outstanding customer service
  • Must be able to communicate with many customers each day, maintaining composure under workload and pressure
  • Computer literate with working knowledge of MS Excel and Outlook
  • Availability to work a full-time schedule including nights, weekends and holidays
  • Field problem calls and escalated calls from CCR's and ensure issues are resolved quickly and accurately. Requires in-depth knowledge of products and services
  • 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
  • Bachelor's degree in business or related field or equivalent experience
  • Minimum of 5 years relevant experience

Call Center Architect Resume Examples & Samples

  • Provide architecture and technology leadership across a wide range of contact center technologies including but not limited to IVR’s, ACD’s, intelligent call routing, SIP, CTI, CRM and Omni-channel
  • Analyze, design and integrate innovative communications solutions to deliver expected business outcomes
  • Requirements documentation and refinement for various lines of business and associated segments
  • Ensure all designs are successfully turned over to production teams, including transition and operations, as sustainable deployments
  • Create and update Dell enterprise design standards, templates and processes
  • Provide guidance and consultancy on communications solutions
  • Coordination and management across multiple vendor partners
  • Technical mentor; guides for less experienced engineers and technicians
  • Provide technical leadership to the design, development/implementation, and testing of business solutions, integrating legacy and new technologies
  • Innovative thought leader and authority on contact center telephony solutions to solve client business problems
  • Preparing and presenting potential technical solutions and advising the business on the technical and business value of the proposition
  • Keeping up-to-date on new technology, standards, protocols and tools in areas relevant to the environment
  • Experience in leading teams consisting of highly technical architects and engineers, bringing focus on that which truly matters
  • Varied contact center experiences including voice platforms, telecom networks, skills based routing, speech recognition and IVR as well as Omni-channel integrations
  • Technical understanding of contact center PSTN and VoIP, SIP telephony systems integration with CTI
  • Deep understanding and commitment of stable, scalable, and fault tolerant solutions. Experience in large operational environments is a must
  • Experience in project, portfolio, and vendor management
  • Experience with service delivery, business relationships and account management
  • Experience with call center reporting metrics and drivers
  • Ability to work effectively with limited direction and achieve consistently excellent results
  • Technical level project planning and delivery skills,
  • Strong organizational skills and proficiency to prioritize and control job responsibilities in order to meet deadlines in an environment with overlapping and potentially conflicting priorities
  • Applicant must be capable of effective communication and influential skills at all levels of the organization
  • Expert knowledge of Windows-based computers and Microsoft Office programs; specifically, Excel, Outlook, Project, Visio and Word

Call Center Engineer Resume Examples & Samples

  • Global carrier services
  • Telephony dial plan design and call routing/control protocols such as SIP
  • IP networking, VoIP, LAN/WAN switching and QoS
  • Public and private cloud contact center architectures
  • CRM integration with contact center solutions
  • Cisco Unified Communications Manager
  • Provide Level 3 & 4 support as directed by management, which can include nights and/or weekends
  • Ability to lead and manage projects in order to execute and deliver solutions and services
  • Develop and manage project budgets
  • Develop and maintain enterprise voice and contact center technology strategies and standards. Educate/train team members, including customers, on the architecture and benefits of new and emerging technologies
  • Research, test, propose and implement voice and contact center solutions that meet or exceed the objectives and expectations of the business customers
  • Lead several large network engineering initiatives simultaneously, liaise with internal technology partners and external vendors to ensure effective communications, collaboration, and stakeholder involvement. Maintain and strengthen relationships with internal business partners (domestic and international)
  • Manage or participate in cross-functional teams to promote technology strategies, analyze products, conduct pilots and implement new solutions
  • Complete business case analysis as part of solution assessment and recommendation
  • Monitor projects on an ongoing basis, evaluating progress/quality, managing issue resolution as necessary
  • Provide Tier 3 and 4 technical expertise for diagnosing and resolving telecom infrastructure and network issues
  • Develop, maintain and provide technical expertise in order to transfer knowledge, operating systems and other infrastructure components
  • Establish and maintain the architecture and standard technology products in order to enable consistent, reusable and efficient practices within the IT function
  • Review detailed research materials, vendor product plans and industry trends for new/emerging technologies in order to identify the impact on current Company technology strategies and business plans
  • Promote and monitor compliance of solution development activities with audit and information risk policies
  • Analyze business requirements (e.g., functional and technical requirements, information need, business processes) by conducting information-gathering sessions with clients, analyzing the information and prioritizing the requirements to gain understanding of the business needs
  • Manage risks, assessing gaps/opportunities, and implementing action plans to mitigate risks, when applicable
  • Analyze project financials and trends to identify opportunities, escalating issues and variances to budget where necessary
  • Develop project objectives by reviewing project proposals and plans; conferring with management
  • Determine project specifications by studying product design, customer requirements, and performance standards; completing technical studies; preparing cost estimates
  • Prepare project status reports by collecting, analyzing, and summarizing information and trends; recommending action
  • Vendor Relationship Management: Ability to manage all aspects of vendor relationship(s) (e.g., goal setting, governance oversight, conflict resolution and performance delivery). Includes knowledge of operational interfaces and ability to manage multiple suppliers
  • Project Management: Ability to use appropriate tools and techniques to plan secure resources for, manage, assist and ensure the progress and ultimate completion of designated projects; effectively manage time and resources to ensure that work is completed efficiently
  • Project Estimating: Ability to estimate the cost of a project, including the hardware, software, network and other related costs to design, develop, test and deploy the required solution
  • Technical Writing: Knowledge of and ability to apply effective design principles to communicate complex and detailed information across various communication vehicles and information type (e.g., web site content, on-line help text, technical content) and global environments
  • Technology Architecting: Ability to holistically conceptualize and model the use of technologies across a broad set of business applications to translate business strategies and requirements into technical strategies, and to apply the architecture models to create achievable system designs for business solutions
  • Advanced Operating Systems: Knowledge of advanced operating systems and related aspects. Includes the ability to lead and act as a subject matter expert in the evaluation, selection and implementation of infrastructure solutions
  • IT Industry Knowledge: Knowledge of the key directional trends and emerging technologies in the IT industry. Includes knowledge of the key vendors, their strategic and tactical plans, and internal/external advisory services

Call Center Front Line Manager Resume Examples & Samples

  • Provide leadership, communication, coaching, development to team of 15-25 nonexempt customer service representatives handling incoming calls from Synchrony Financial customers (or Clients), including corrective action when necessary
  • Ensure high level of customer (or Client) satisfaction and quality
  • Coordinate multiple priorities demonstrate ability to follow through on projects to completion
  • Cultivate environment of trust, teamwork, self-confidence ownership
  • Develop implement programs to motivate employees stimulate high sense of business ownership urgency
  • Ensure compliance with operational instructions as well as state federal regulations
  • Occasionally take escalated calls from customers (or Clients) to ensure prompt and accurate resolution of issues
  • Uses judgment based on practice and precedence
  • Must be able to work day and evening shifts with regular rotating weekend shifts and holiday hours as required
  • High School Diploma/GED or a minimum of 2 year experience in a financial services, collection, operations or customer service setting
  • Demonstrated effective leadership skills & experience leading teams of 15+ personnel
  • Excellent organization, prioritization, time management skills
  • Proven ability to lead and manage multiple projects through to completion with minimal supervision
  • Proven track record of using sound judgment in decision making and problem solving
  • Ability to work with multiple levels of management internally and with customers (or clients)
  • High integrity ability to handle confidential information
  • Strong overall business perspective
  • Ability to become proficient with applicable Synchrony Financial systems in order to effectively lead teams
  • Creativity and high energy level
  • Ability to work evening, weekend, holiday rotational work schedules
  • Experience with Microsoft Suite including: Word, Excel, PowerPoint, and Outlook or comparable software application

Senior Call Center IT Manager Ii Virtual Resume Examples & Samples

  • Maintain and innovate a multi-site global Apple enterprise environment supporting over 2000 iMac desktops, approximately 100 portables and over 2000 iPad/iPod Touches
  • Help drive then unification and standardization of support tools
  • Manages the planning, development, and installation of network systems by evaluating current and future business requirements
  • Directs and controls the activities of design, analysis, planning, and implementation of network components
  • Oversees the development and evaluation of network performance criteria and measurement methods
  • Manages the testing and analysis of all components of network facilities to ensure operational status
  • Identifies network problems and oversees resolution of problems
  • Drives the planning, design, implementation, organization, and operation of the data communications network
  • Directs and manages the research, design, planning, and development of new advanced network technologies, network components, and radio frequency and/or wireless transmission
  • Monitor network statistics. (All of the above 90%)
  • Perform any additional responsibilities as requested or assigned. (10%)
  • Provide necessary technical expertise to perform responsibilities within determined time frames and with a high degree of accuracy, quality and professionalism
  • Prioritize and schedule daily activities while working with minimum of supervision
  • Able to effectively perform tasks in a responsive manner
  • Establish and maintain effective work relationships within the department and the company
  • Maintain a professional manner and excellent customer service skills in dealing with the computer needs of management, support staff and sales associates
  • Prioritize and creatively manage multiple projects simultaneously
  • Maintain the professional competence, knowledge and skills necessary to effectively complete responsibilities; enhance job knowledge and abilities by taking personal responsibility for professional development and training
  • Safeguard sensitive and confidential company information
  • Attend work on a regular basis and support the company’s employee policies and procedures, including workplace safety rules
  • Be available for flexible work shifts when network problems occur or when maintenance is required
  • 5 years experience working with 99% Apple environments
  • Experience working with Mac workstations
  • Experience with Mac management and MDM tools
  • Experience with security policy & procedure
  • Must possess excellent organizational skills with ability for analysis, accuracy and details
  • Must be able to work independently, be resourceful and action-oriented
  • Must be able to work flexible schedule when projects or problems warrant it
  • Excellent oral and written communication skills, including presentation skills
  • Superior customer service and interpersonal skills
  • Effective analytical, problem-solving and decision-making skills
  • Project management skills; ability to prioritize and handle multiple issues and projects concurrently

Call Center Consumer Cust Svg GR Site Resume Examples & Samples

  • The incumbent is responsible for 170 non-exempt FTE's on 2 shifts and weekends in our Grand Rapids Call Center location. In addition, 4 managers report directly to this individual along with the roll up of performance outcomes from 10 first level supervisors (i.e. team Leaders reporting to the 3 management positions). Ability to manage performance through a multi-tiered and multi-site environment where successful service levels are based on adherence to Bancorp standards and agent level outcomes. Delivers training materials, communication and support pieces for successful service, sales and related functions consistent with Bancorp Operations and Call Center standards. Incumbent is also responsible for all aspects of budget administration for consumer service support in the Grand Rapids Call Site
  • Responsible for providing employees timely, candid and constructive performance feedback; developing employees to their fullest potential and provide challenging opportunities that enhance employee career growth; developing the appropriate talent pool to ensure adequate bench strength and succession planning; recognizing and rewarding employees for accomplishments
  • 5+ years of Banking operations experience in Call Center Service or comparable area required
  • Background in inbound scheduling software support
  • Ability to work in a team environment, presenting a professional image and commanding the respect of staff and peers, especially in an off-site environment
  • Ability to interact with senior management, and generate impact on that level
  • Ability to manage quality processes (i.e. Baldrige Models)
  • Experience with Microsoft office products, such as Access, Word, Excel, PowerPoint and Outlook
  • Leadership skills, initiative, a detail orientation, strong analytical skills, and decisive decision-making skills
  • Experience managing management level associates

Call Center E-mail Associate Resume Examples & Samples

  • Compose e-mail responses to OnLine clients, banking clients, potential clients (Retail and Business) and shareholders. Maintain the required performance standards in quality, occupancy, attendance, promptness and identifying client needs
  • Contact a variety of internal and external resources for assistance with responses
  • Assist with the development of scripted e-mail responses and serve as a mentor to other associates
  • Escalate e-mails to other departments for final resolution and complete follow-up contacts with clients, branch offices and other departments
  • Suggest scripting changes for improved communications and compile individual and group statistics regarding performance
  • Two years of client service experience
  • Basic understanding of computers
  • Ability to type at least 35 words per minute accurately
  • Excellent communication skills, especially in written correspondence

Usccb Call Center Operational Risk Resume Examples & Samples

  • Lead annual and quarterly Managers Control Assessment (MCA) self-assessments and completion of all Control related assessments on behalf of the business process owner
  • Identify and escalate potential areas of risk and threats; implement strategies to mitigate operational or emerging operational risk
  • Ensure new or modified products (projects or process changes) are fully reviewed with key risks and mitigants appropriately identified; ensure reviewed through the appropriate governance routines and launched with adequate controls which can be monitored and reported
  • Ensure internal reviews and external examinations are well managed with clearly evidenced controls
  • Provide imbedded support of assigned business area / 1-Down by attending and participating in business meeting routines to provide Control related updates to the team and to learn about any new initiatives that ORM would need to support
  • Proactively identify emerging risks and assists the business process owner with resolving control gaps and issues and helps to create quality corrective action plans, including understanding root cause of the issue
  • Work with the business and Quality Control team to ensure controls are monitored and/or tested and the results are reported to senior management on a monthly basis
  • Lead the execution of key enterprise operational risk policies and standard– ORM, Records Management, Supplier Risk Management, Business Continuity, ensuring self-identified issues are communicated and resolved timely
  • Ensure the oversight of Third Parties meets the OCC/Citi Policy expectation and provide ongoing monitoring in partnership with the Utility Supplier Risk Management team
  • Partner with Information Security to understand Cyber Threats and SIRT incidents to the business and partner with process owners to resolve identified gaps
  • Provide support to the Senior Operational Risk Manager so a clear and comprehensive view of “Health of Controls” is created and socialized with the business process owners for weekly, monthly, and quarterly Control updates to the executive management team
  • Responsible for the back testing of Business Issues and Operational losses and events
  • Escalate and resolve Key Risk and Control Indicator breaches with the process owner
  • Ad hoc Control related requests as needed
  • Outstanding leadership, influencing and communications skills as the incumbent will be working with senior leaders across various LOBs, disciplines and support organizations. Must have ability to foster strong working relationships
  • Demonstrated ability to provide effective challenge on new initiatives and changing strategies to senior management. This individual will participate, present and lead in business governance decisioning forums and influence critical business decisions
  • Strong judgment, thought leadership and critical thinking skills. Prioritizes high impact potential problems effectively
  • Considers broad implications of decisions on products, services and business processes; for customers/clients and P&L
  • Can clearly articulate the process of supporting a business unit’s function, controls, business priorities, impact on financial reporting, operations, issues and risks associated with various processes and platforms; can quickly identify gaps, effectively communicate and proactively develop solutions
  • 10+ years of direct, relevant experience in financial services, with enhanced knowledge of the business and channels to be supported
  • 5+ years managing complex, multifaceted business area, P&L, operations or transformation
  • Strong credible knowledge of the Call Center Operations business and applicable rules, regulations and processes
  • Prior experience in senior role or a control organization, highly desirable,
  • Previous with experience developing business controls and control monitoring. Business process re-engineering and/or analytics highly desired

Call Center Operations Analyst Resume Examples & Samples

  • Establish routine meetings with cross-functional teams, divisional counterparts and select users to understand business requirements, organizational goals and reporting needs
  • Develop standardized reports and measurements to improve overall performance of the call center and enable strong understanding of the business (i.e., Service Level, Forecast Accuracy and other related business processes.)
  • Assist in monitoring real-time workflow and schedule adherence and make recommendations to leaders to improve the service delivery to our customers
  • Provide analysis and recommendations based on identified business objectives
  • Assist in the creation of new Standard Operating Procedures and provide clear and concise documentation of processes and procedures
  • Participate in continuous improvement initiatives for various departments within the Customer Care Centers
  • Recommend and assist with the implementation of efficiency and adherence enhancements
  • Identify call volume trends and averages on a monthly, quarterly, and seasonal basis by evaluating data from phone system reports and in-house data storage
  • Perform other duties and special projects as assigned
  • 1-3 years working in a call center environment preferred

Shift Supervisor, Call Center Resume Examples & Samples

  • Research, resolve and respond to more complex telephone, web and email inquiries, problems or complaints in an inbound call center environment regarding their healthcare plans, and oversee Benefit Representatives in
  • Excellent customer service and training skills
  • Exceptional telephone etiquette and communication skills in a call center environment including, but not limited to: listening without interrupting, using a clear and audible voice, using an appropriate and non-offensive tone of voice, communicating enthusiastically (when appropriate), using proper grammar and appropriate terms, using language that is easily understood by the receiving participant and using the proper rate of speed when speaking
  • Exceptional oral and written communication skills
  • Demonstrated quantitative and qualitative analytical and problem-solving skills
  • Intermediate typing skills (approximately 40 WPM)
  • Intermediate computer skills, including the use of Microsoft Office (Word, Excel, Access)
  • Ability to communicate and respond calmly and professionally
  • Must be able to screen details and identify potential discrepancies
  • Must be able to clearly communicate in the English language
  • High school diploma required; College degree preferred
  • Certification(s) in Human Resources, Benefits, COBRA, or related field is desired
  • Minimum three (3) years of employer group benefits administration experience (including administration of employer group benefits at an insurance carrier, broker, and/or Human Resources department)
  • Minimum two (2) years in a customer service or call center is required, preferably in a health insurance carrier or Human Resources environment, with minimum one (1) year in a lead or supervisory role
  • Active Life Agent License is required or must be obtained within three (3) months from hire date
  • HIPAA Certificate must be obtained within one (1) week of hire date
  • Excels as part of a cooperative, dynamic team, always displaying a positive attitude and a desire to “solve for yes” and provide win-win solutions
  • Able to adapt to change, take initiative, manage time effectively and effectively cope with stressful situations

Call Center Product Manager Resume Examples & Samples

  • Program Management Forecasting and Modeling
  • Responsibility for short & long term project workload forecasting, multi contact type volume forecasting and integration with Client SOW’s for accurate budget tracking and monthly variable labor forecasting
  • Evaluate and implement process improvements related to resource management planning
  • Maintain detailed records of project volume and project types for future forecasting accuracy. Develop and maintain an enterprise resource capacity model that can be utilized by CTS
  • Lead monthly resource planning meetings with management team and ECCS
  • Ensure forecasting practices and processes are documented and executed within the JPMC standards
  • Cyber Program
  • Coordination and relationship management of key internal and external stakeholders, cross-functional department heads, consultants and other support partners as identified in support of our Cyber Agenda
  • Work on Cyber related activities and/or projects as requested by the service governance team and Internal Risk Managers. Primary interface into the service governance team
  • Ability to interface with all levels of management including Executives within JPMC
  • Ability to understand, document and prioritize Cyber related activities to reduce risk to the infrastructure
  • Plan and lead efforts to reduce Cyber risks utilizing a consistent management methodology
  • Product Management Data Analytics/Reporting
  • Responsible for reviewing and evaluating call center incidents and change controls, identifying trends, recognizing opportunities for improvement, and recommending changes based on results from analysis performed. Provide upper management with hypotheses and recommendations related to the findings in the data
  • Develop summarized presentations promoting accomplishments, future direction and call center products
  • Review and provide input to business process changes. As changes are implemented you will track the impacts of the change to determine the success and/or impacts to staffing and costs
  • Develop spreadsheets within Excel to aid in the analysis of existing programs, including forecasting and trending

Call Center Mortgage Processor Resume Examples & Samples

  • Must have 4 years mortgage experience
  • Proficient with MS Office
  • Ability to work and thrive in a fast paced environment
  • Must work well with people

Care Concierge Specialist Call Center Resume Examples & Samples

  • Flexibility is a key requirement
  • Maintain call count goals on a weekly basis
  • Work collaboratively with other associate and members of the clinical leadership team
  • Acquire knowledge of the process flows for the department
  • High level of detail and organizational skills
  • Intermediate to advanced computer skills and knowledge of Microsoft Word and Excel
  • Role Desirables
  • Associate’s degree or equivalent from two-year college or technical school OR six months to one year related experience and/or training
  • Adaptable with the ability to thrive in a fast paced environment
  • Bilingual (English/Spanish) - read, write, interpret and explain documents in Spanish and English

Customer Service Supervisor Phone Call Center Resume Examples & Samples

  • Complete annual and bi-annual performance evaluations
  • Review and approve time cards; maintain FMLA reporting
  • Conduct training involving associate development, promotional products and services, etc
  • Maintain proper staffing and training and offer opportunities for employee growth
  • Ensure that associates adhere to schedules and report applicable/approved exceptions
  • Recommend process improvements to management
  • Three to five years of call center experience
  • Demonstrated leadership capabilities
  • Ability to travel as needed, occasionally overnight

Call Center Frontline Leader New Member Assessment Resume Examples & Samples

  • Ensure appropriate staffing levels are achieved to ensure resources are managed effectively
  • Identify reasons for variation in individual performance and take appropriate actions that will result in improved performance
  • Bachelor's degree or equivalent related work experience
  • Previous supervisory experience in call center environment
  • Experience in health insurance or health related field
  • Proficiency in all Microsoft Office Programs, e.g. Word, PowerPoint, Excel, Access, etc
  • Longevity working in an operational setting

Patient Care Coordinator Right Source Specialty Call Center Resume Examples & Samples

  • Proficiency in Microsoft Office Word, and Excel
  • A positive, proactive attitude, flexible, and highly motivated
  • Ability to type 50-55 wpm
  • Working knowledge of Argus is a plus

Call Center Frontline Manager Resume Examples & Samples

  • The Call Center Frontline Manager is responsible for managing a team of nonexempt Customer Service representatives, providing coaching and development. Full supervisory responsibilities, contributing to the motivation/development of team through professional leadership. Nature of impact is direct impact by ensuring the quality of the task/services/information provided by self and others and area of impact is primarily on own team
  • Provide leadership, communication, coaching, development to team of 15-25 nonexempt customer service representatives handling incoming calls from Retail Finance customers (or Clients), including corrective action when necessary
  • Ensure high level of customer (or Client) satisfaction & quality
  • Develop & implement programs to motivate employees & stimulate high sense of business ownership & urgency
  • Ensure compliance with operational instructions as well as state & federal regulations

Call Center Junior Mortgage Processor Resume Examples & Samples

  • Structured, hands-on training and development program with advancement opportunities
  • Prepare loan for Processing Manager sign-off review
  • Prepare loan file for final clear to close with Underwriting
  • Maintain daily workflow prioritization

Frontline Leader Right Source Call Center Resume Examples & Samples

  • Experience in Call Center Leadership
  • Ability to operate in collaborative environment
  • Experience with managing quality metrics and monitor feedback
  • Applied knowledge of insurance processing, customer service or call center processes and practices
  • Proficiency in all Microsoft Office Programs, e.g. Word, PowerPoint, and Excel,
  • Flexibilty to work 5:00am-8:00pm Monday- Friday and Saturday 5:00am-3:30pm. Holidays as needed, hours subject to change based on business needs
  • General understanding of economic, financial and operational concepts

Call Center Frontline Customer Service Manager Resume Examples & Samples

  • Involved in all aspects of business as full business partner to promote values & strategic plans of business center
  • Ensure compliance w/operational instructions & state & federal regulations
  • Ensure high level of client/customer satisfaction, client relations & quality standard
  • Coordinate multiple priorities & demonstrate initiative in completing projects
  • Provide leadership, communication, coaching, professional development & skills enhancement to teams handling incoming calls
  • Interface w/client group marketing managers to support & implement growth strategies
  • Analyze department performance & proactively identify & implement strategies to improve quality, productivity & profitability
  • Identify & address training & development needs
  • Special assignments & other duties as assigned
  • 2+ years customer service experience with 18+ months leadership experience
  • Must be able to work hours as early as 6am and as late as midnight in a 7 day per week call center operations environment. Weekends and holidays are required
  • Financial services industry experience
  • Superior interpersonal skills including demonstrated skills to communicate effectively and motivate others
  • Effective leadership skills and experience leading a team of people
  • Excellent organization, prioritization, time management skills and multi-tasking
  • Experienced and skilled at effectively providing and receiving constructive feedback
  • Knowledge of customer service, credit laws, regulations, techniques and practices
  • Ability to become proficient with all GECS and FDR systems
  • Demonstrated success in anticipating issues and initiating effective actions
  • Team player, innovative, excellent communication and facilitation skills
  • Strong analytical

VP, Call Center Ops Resume Examples & Samples

  • This position is a key leader in the operations organization working closely with the SVP, Call Center Operations and the other senior leaders for all Residential call center operations including Care, Inbound Sales and Retention in creating a best in class customer experience, driving operational efficiencies and ensuring high employee morale
  • Leads a support team for enterprise operational metrics and analytics to drive to best in class performance. Analytics and reporting including but not limited to all Call Center Operations metrics, staffing analytics, workforce analytics and capacity planning
  • Responsible for in-depth analytics that include recommendations for operational improvements including cost reduction opportunities, process gaps, new initiatives and any opportunity areas
  • Responsible for enterprise-wide call handling improvement initiatives and metrics to include, but not limited to AHT, FCR, CSAT and shrinkage
  • Support the call centers on efforts to standardize business practices and capture efficiencies with a focus on call handling strategies. Work collaboratively with peers to maximize all opportunities that improve business results
  • Responsible for all “out of cycle” call volume modeling and forecasting: DCI/MAXX, NCL, and Collections
  • Responsible for Care Bridge operations for both CSG and ICOMS sites
  • Provide compliance and verification of various programs and initiative through routine audits and or/certification programs
  • Work closely with all Market level call center operations teams to ensure coordination, participation in committee meetings as appropriate to ensure strategic alignment
  • 10+ plus years of experience in a related operations management role with at least five years of experience in a large organization
  • Call Center Operations background preferred with working knowledge of headcount modeling/work force planning, call mix and call flow, routing strategies and improvements, analytics and modeling strategies for capacity management
  • Demonstrated organizational skills, prioritization skills and time management skills to ensure that work related activities are completed in an accurate and timely manner
  • Demonstrated change management aptitude and ability. Takes a proactive role in bringing about change, applying new ways to develop the business through improved management of people and processes
  • Solid communication skills to effectively deal with various levels of management, staff and/or outside contacts. Demonstrated interpersonal skills to work effectively in a team environment and maintain a professional and positive manner
  • Ability to think strategically and identify critical success factors when developing strategy and plans for assigned area of responsibility
  • Ability to effectively lead within in a matrix organization

Director of Call Center Operations Resume Examples & Samples

  • Provide strategic guidance to a call center site and/or business to optimize member experience and operational efficiency
  • Understand the drivers of call volume for call centers and partner both horizontally and vertically within the company to identify plan to achieve call reduction
  • Understanding the correlation between service levels, quality and cost, act as change agent for ensuring the appropriate balance
  • Pilot, test & learn tactics around cross selling self-service capabilities as an investment in future call reduction
  • Ensure that vendor partners create the culture required to provide the necessary member experience
  • Lead associate engagement and retention activities
  • By focusing on “what we do and how we do it”, promote associate well-being while at the same time meeting goals and adhering to corporate values
  • Direct the design and implementation of policies and procedures which drive performance maximization and ensure flawless integration with other business units
  • Provide leadership and guidance to management and supervisory staff in implementing HPS strategic plans, objectives and budgets
  • Establish and drive behaviors toward adhering to performance and service level standards by identifying, tracking, measuring and analyzing data to highlight problems, prevent losses, contain costs and direct the development of process improvements
  • Develop and maintain both internal and external relationships that serve as resources of technical knowledge and aid in performance improvement
  • Bachelor’s degree in Business, Finance, Operations or other related fields / or 10 years Customer Service Management experience
  • Ability to lead and manage both Clinical and Operational personnel
  • Ability to lead and manage in a multi-site environment
  • Significant process and problem solving experience required
  • Strong analytical skills needed
  • Comfortable leading and advancing change
  • Ability to reduce redundancy and improve quality, efficiency, and effectiveness of the end to end Humana Clinical Pharmacy Review process
  • Strong business acumen
  • Deep consumer empathy
  • Strong member service skills

Call Center Team Manager Resume Examples & Samples

  • Manage the line of business (LOB) operations to meet Service Level Agreement standards. Contribute to department’s effectiveness in reaching production goals by identifying training needs, and recommending policy and procedure enhancements to support meeting goals in service levels, quality and attendance
  • Manage the professional development of associates and focus their attention on PCE
  • Handle the resolution process for issues escalated from front line associates and other complex Contact Center- related client service issues
  • Manage assigned personnel regarding employment, career development, performance evaluations, salary changes, promotions, transfers and terminations within established policies and guidelines
  • Review, develop and implement policies and procedures that affect Phone24 and ensure adherence to general bank policies
  • Analyze contact volume trends and recommend operational changes to improve efficiencies and effectiveness
  • Coordinate efforts with supervisors, managers and other departments to enhance business efficiencies and improve associate capabilities related to technical client support
  • Liaison for all Business Continuity Planning and implementation strategies. Work closely with other team managers to ensure effective allocation of staffing and communication plans
  • Pursue personal and professional growth through required and voluntary training, education and seminars
  • Bachelor's degree or equivalent education and related training
  • Two years of contact center supervisory experience
  • Demonstrated proficiency in PC hardware and operating systems
  • Demonstrated proficiency in mobile devices and operating systems
  • Strong judgment and time management skills
  • Excellent interpersonal, verbal and written communication skills with the ability to successfully handle a wide variety of client service situations; constructively manage conflict, solve problems and make recommendations regarding client situations
  • Ability to travel, occasionally overnight
  • Evaluates and analyzes documentation thoroughly to determine claim processing according to policy provisions and state regulations with limited authority limits
  • Analyzes any additional information/documentation received to determine how to proceed with review of claim under supervision and determines methods of obtaining information from alternative sources
  • Thoroughly documents search for beneficiary and document in detail via phone & written correspondence
  • Corresponds verbally and in writing with claimants, beneficiaries, funeral homes or other third parties
  • Assists with department and company projects
  • Works closely with Legal Counsel, Claims Specialists, Compliance to assist in resolution of claim
  • Prior customer service related experience
  • Ability to meet department productivity and quality standards regardless of changing environment
  • Flexible to adjust schedule to meet time-sensitive service levels standards and deadlines
  • Demonstrated ability in verbal and written communication
  • Strong teamwork and problem resolution skills
  • Proficiency in word and Excel
  • Conforms with and abides by all regulations, policies, work procedures, instruction, and all safety rules

Call Center Workforce Business Partner Resume Examples & Samples

  • Experience with high level client interaction
  • Proven leadership skills / people management STRONGLY PREFERRED
  • Financial analysis skills
  • Experience with forecasting methods and concepts

Call Center UI Developer Resume Examples & Samples

  • Operational Email Design, Development, maintenance and ongoing support
  • Website UI Design, Development, maintenance and ongoing support for FAQ
  • UI design and development for the Saleforce.com UI used by the Call Center
  • Understand and Utilize APIs provided by various systems
  • Provide the first level of triage of issues; explain the impact and partner with others in IT regards the best solution to the problem
  • Partner with business and operational peers on new development delivery or issue resolution
  • Ideal candidate will have 3 years of front-end development experience
  • Proficient in JavaScript
  • Experience with css preprocessors like SASS or LESS, and responsive frameworks (Foundation, Singularity, Bootstrap) that use these preprocessors
  • Experience with task runners like Grunt or Gulp
  • Version Control & Peer review software tools (Git, Bitbucket)
  • UI Design experience
  • Experience participating in the proposing and developing of solutions with IT and business constituents
  • Java Development
  • Graphics Design
  • Ability to write and execute SQL Scripts
  • Node.js Experience
  • Active in the coding community (Github commits, meetup and conference attendance, social participation, etc.)
  • Passion for staying up to date on latest coding standards and practices
  • Experience with module concepts in JS and CSS
  • Test Case Development and Execution for testing what is built

Mortgage Call Center Loan Originator Resume Examples & Samples

  • 2+ years of recent first and second mortgage origination experience
  • Ability to work independently while managing and meeting multiple origination and processing deadlines
  • Multi-tasked, detailed, and organized orientation
  • Experience using a mortgage loan origination / processing and automated underwriting system
  • Advance skills with Microsoft Word

Call Center Mortgage Consultant Resume Examples & Samples

  • Origination experience in the mortgage or banking industry required – mortgage licenses strongly preferred
  • Must maintain mortgage licenses by completing mandatory annual continuing education
  • Demonstrated ability to connect quickly with people in an outgoing, friendly manner
  • Proven success in a fast-paced environment
  • Must be detail-oriented and demonstrate careful decision-making skills
  • Will need to work independently with minimal supervision

Call Center Reps Resume Examples & Samples

  • Provide information on a variety of complex customer service issues requiring knowledge of life insurance/retirement/annuity products and transactions focusing on customer satisfaction, quality, and efficiency May consult with other departments
  • Process incoming and outgoing mail, using automated workflow system
  • Basic understanding of Microsoft office suite, specifically Word and Excel

Call Center / Tempe Resume Examples & Samples

  • Answer and resolve calls from our merchants. Be the one contact for our merchants
  • Ensure timely follow-up on merchants inquiries 100% of the time
  • Troubleshoot technical problems to determine the root cause and provide a viable solution
  • Analyze transactions, deposits, statements and account information in order to resolve and provide solutions for our
  • 1-3 years experience within a supportive/sales environment
  • Ability to work within a rotating shift environment
  • Familiarity with computers and keyboarding skills - Able to type a minimum of 40 wpm
  • Strong customer focus; with a goal to provide 1st call resolution
  • Strong problem solving and troubleshooting skills
  • Outstanding verbal and written communication skills (Fluent in French a plus)
  • Effective listening and analytical skills in order to resolve matters to our merchant's satisfaction
  • High tolerance to learn processes and technical concepts quickly
  • Forward thinker - takes initiatives, challenges the status quo in order to better assist our merchants
  • Exceeds our merchants' expectations
  • Must be able to attend training starting on September 8, 2015. (Training= 6 weeks, 8am-4:30pm M-F)

Dialer Analyst Call Center Support Resume Examples & Samples

  • Knowledge and application of dialer software, data gathering and trend analysis including application of spreadsheet software like MS Excel, statistical analysis, graphing, data presentation, communications, team presentations and public speaking skills
  • Must have knowledge and experience using dialer applications – experience with Avaya required
  • Associates degree plus 1 year of call centre experience or equivalent work experience
  • Advanced proficiency in Excel
  • Problem resolution and analytical skills
  • Discipline to work accurately and efficiency in a fast paced environment
  • Working understanding of Consumer Collections and relevant function areas, including regulatory and consumer guidelines,pertinent documentation and initiatives (for example,property appraisals,Broker Price Opinions,Service Alignment Initiatives)
  • Working knowledge of federal,state/provincial and local laws pertaining to Consumer Collections and functional area
  • Keen analytical skills,attention to detail and ability to work independently
  • Proven ability to multi-task,prioritize workload and meet deadlines
  • Proficient PC Skills including but not limited to Microsoft Excel,Word,Access,etc

Call Center Customer Service Rep-class Starts Resume Examples & Samples

  • Recommend alternative banking products and/or make referrals to other departments
  • May perform system testing
  • Banking or other financial instituion experience preferred

Call Center Finance Specialist Resume Examples & Samples

  • Associate’s Degree in Accounting, or equivalent experience preferred
  • Proven ability to quickly learn new systems and processes
  • Must be able to work limited-term
  • Associates working in the state of Arizona must comply with the Tobacco Free Hiring Policy (see details below under Additional Information) and upon offer will be subjected to nicotine testing as part of a 10 panel drug test

Supervisor, Call Center Resume Examples & Samples

  • Bachelor s degree in business-related field or equivalent experience
  • Computer literacy with the ability to analyze data and produce reports
  • Must be FSA trained

Call Center Assistant Manager Resume Examples & Samples

  • Meet call center sales objectives through collaborative efforts with the Sales Manager and Sales Coach. Prepare call center agent performance reports by collecting, analyzing and summarizing data and trends. Initiate corrective actions while working closely with the Operations Manager. Forecast and manage labor expenses as they relate to weekly employee scheduling and yearly budgets. (Drive Value)
  • Accomplishes call center human resource objectives by recruiting, coaching, developing and disciplining employees; administers scheduling systems; communicates job expectations as well as career path opportunities; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; follows production, productivity, quality and customer service standards; identifies work process improvements. (Develop)
  • Development of the Lead Agents and Vacation Coordinator’s, focusing on growth, leadership and bench strength. (Develop)
  • Inspire trust and build strong relationships across business units such as Accounting, Mountain Operations (Ski School, Vail Resorts Retail, Ticket Office, Golf Courses), Call Centers (ISD,IED, Online, Keystone & Breckenridge Hospitality) IT, Travel Services and the Training Dept. Leverage relationships and communicate effectively to influence key business decisions and processes.(Connect)
  • 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. Own the results of the Employee Engagement Survey. Establish action items and ensure ongoing communication of results to current and new employees. Coach employees through to completion of action items. (Passion)
  • Maintain professional and technical knowledge of call center operations and sales processes. Attend educational workshops and training courses. Follow key industry and call center trends as well as participate in departmental/company-wide initiatives to drive internal and external customer experiences. (Out Front)
  • Re-imagine aspects of the Assistant Manager, Lead & Reservations Agents’ roles that could be improved upon to create Experiences of a Lifetime for our guests and improved efficiency for our department. (Re-Imagine)
  • Additional hours may be required based on office volume within the entire department including phone volume and other projects including heavy arrival days and budget activities

Supervisor, Call Center Floor Resume Examples & Samples

  • Supervise a team of 20-30 hourly associates; motivate, counsel and coach assigned staff
  • Ownership of detailed record keeping and processes including but not limited to returns and releasing
  • Implement corporate work rules regarding established departmental policies
  • 4-6 years call center/service experience, including 1-2 Years Supervisory responsibility

Finance Call Center OTC Specialist Limited Term Resume Examples & Samples

  • 1-3 years Call Center or Customer Service experience
  • Strong communication, telephonic skills, listening skills, and attention to detail
  • Ability to work in a fast paced environment and to handle a constant volume of phone inquiries

Call Center Site Manager Resume Examples & Samples

  • Responsible for effective operational efficiency, adhering to budget, and ensuring exceptional quality performance
  • Direct a focus on service quality, customer satisfaction and adhering to the organizational culture expectations
  • Responsible for implementing and maintaining the Business Continuity Plan and to serve as escalation point for site specific issues
  • Develop and maintain positive relationships with business partners, both internally and externally
  • Lead and coach direct reports (including remote reports) to acquire and refine necessary job skills through constructive feedback, ongoing training, and other coaching techniques. Conduct regular performance reviews and one-one-one meetings with direct reports to evaluate performance
  • Five (5) – eight (8) years of equivalent or relevant work experience in banking and/ or call center environment required
  • Five (5) – eight (8) years management experience required
  • Extensive knowledge of call center operations, including telecommunication experience and basic understanding of PBX, keyed telephone systems, and VoIP
  • Proven results in motivating and inspiring a group of employees to achieve and exceed defined performance goals, including referrals and sales of products/services
  • Knowledge of continuous improvement concepts and tools to analyze current processes and develop valid solutions to resolve identified issues resulting in increased operational efficiencies
  • Ability to collaborate and maximize relationships with all levels of associates in the bank through effective communication
  • Proficient computer skills, including experience and knowledge of call routing software, workforce management, and Microsoft Office
  • Extensive and proven experience of prioritizing and organizing work in a multitasked environment, meeting financial and quality objectives, and overseeing staff management processes to ensure all positions are staffed with appropriate talent

Call Center Workforce Analyst Resume Examples & Samples

  • Manage a Call Center’s work force of 150 plus employees through forecasting call volumes and scheduling staff to ensure all key performance metrics are met utilizing CMS and IEX
  • Monitoring various Call Center queues of multiple projects to ensure agents are adhering to and not deviating from schedules
  • Perform in-depth analysis and provide recommendations for customer service improvements
  • Create presentations periodically to be used at client meetings
  • Participate in developing, documenting and implementing process and procedure improvements
  • Provide direction, motivation and recognition to encourage and boost the team’s morale
  • Execute instruction, initiatives and procedures as directed by Call Center Manager, or in conjunction with Call Center Supervisors

Call Center Customer Support Tier Resume Examples & Samples

  • Maintain a friendly, professional, welcoming attitude toward the caller. Ensure all of their needs are met within our policies. Ensure our brand is represented appropriately. Take ownership of customer issues to ensure our customer committments are met
  • Professionalism: Team member represents him/herself and the company in a professional manner, such as following company dress code, proper email structure, etc. Demonstrates poise and clear headedness in stressful situations, and handles peer and supervisor interactions in an appropriately professional manner
  • Teamwork: Demonstrates the ability to work cooperatively with others to achieve required outcomes, resolves conflict quickly and with a high degree of professional courtesy, accepts additional responsibilities, and helps others as needed for the team to achieve desired results. Team member performs all tasks as assigned in a timely manner, and seeks additional work when completed. Recurring tasks are performed without guidance or direction. Seeks appropriate supervision on less routine tasks or when challenges arise
  • Practice and present suggestive selling to customers on every eligible call to promote sales and services
  • Back Office Research – Utilizing TRU Systems to resolve escalated customer service issues
  • Background in call center operations or customer service environment
  • 1+ year in customer service, call center experience

Customer Service Representative Inbound Call Center Resume Examples & Samples

  • Effective communication with consumers by composing accurate, prompt and effective replies to consumer contacts
  • Identify and handle actual and potential non-serious Adverse Event (AE) reports. Conduct non-serious AE investigation(s) ensuring appropriate information is gathered and follow-up with the reporter as required
  • Monitor consumer contacts to ensure action on possible product liability or product tampering incidents, by appraising situations that could result in legal action or media involvement, and handle or refer according to crisis management procedures
  • Perform data input in an accurate, detailed and timely fashion on all consumer contacts according to the consumer database parameter and the guidelines defined within the respective departmental Standard Operating Procedures (SOPs)
  • MUST HAVE PREVIOUS OR CURRENT EXPERIENCE IN A HIGH VOLUME CALL CENTER
  • Strong verbal and written communication and listening skills
  • Strong computer and keyboard ability with proficiency in Microsoft Office Suite including Word, Excel and Outlook
  • Basic understanding of Internet principles, terminology and functionality

Call Center Customer Service Center Supervisor Resume Examples & Samples

  • Prepares work schedules, assigns work load, provides training and coaching, responds to questions and resolves conflict and personnel issues
  • Ensures the customer service center is properly staffed at all times
  • Assists in the preparation of performance appraisals
  • Ensures the principles and policies of NEXCOM's EEO program are carried out in performing personnel administrative functions
  • Ensures good morale and productivity among staff
  • Supports the call center manager and assumes the role and responsibility of the call center manager in his absence
  • Analyzes processes, improves efficiencies, creates training aids and conducts training. Develops, analyzes and reports customer service center key performance metrics
  • Masters the order management and telecommunications systems ensures associates are properly trained and updated as necessary
  • Keeps abreast of technology improvements
  • Responsible for ensuring customers are serviced in a timely, efficient and professional manner
  • Responsible for customer satisfaction. Resolves customer complaints effectively, professionally and in a timely manner
  • Communicates effectively and professionally both verbally and in writing with customers, store personnel, distribution center, corporate accounting and vendors

VP, Listener Call Center Support Services Resume Examples & Samples

  • Oversee management of key functional support areas in order to support the care and sales operations team’s objectives
  • Lead and Manage the team responsible for learning and knowledge (internal and external knowledgebase) which includes curriculum development, Training audit & certification and facilitation as necessary
  • Work Force Management including forecasting, scheduling, vendor management and internal Command Center (real time performance management)
  • Application Strategy & Support – direct and oversee management of call center tool set to drive continuous improvements in desktop, knowledgebase, chat and e-mail applications. This also includes leadership/guidance in coordination with the Call Center Technology team
  • Lead and Manage the Quality team, responsible for development and ongoing management of both our internal quality program and analysis as well as 3rd party quality vendor relationships and voice analytics platform
  • Coordinate with Operational heads of Customer Care, Sales and Connected Vehicle to ensure business priorities are being address and alignment on utilization of workforce
  • Manage expenses and budget as appropriate
  • Learning & Knowledge team of (1) Director, (3) Managers, (8) Curriculum Developers, (3) Trainers and 2 Audit & Certification Specialists
  • Work Force Management team of (1) Director and (2) WFM Analysts
  • Command Center team of Manager and 6 Command Center Specialists
  • (1) Application Strategy & Support Director and (1) Associate manager
  • (1) Quality Program Manager and (2) Quality Program Analysts
  • Minimum 7 – 10+ years Managing call center operations (outsourced/insourced and on/off shore) with specialization or direct responsibility in 2-3 of the key support areas
  • Good public speaking and presentation skills
  • Interpersonal skills and ability to interact and work with staff at all levels
  • Ability to project a professional image over the phone and in person
  • Commitment to “internal client” and customer service principles
  • Strong organizational skills and attention to details
  • Creative writing ability
  • Strong interest in current events and pop culture, as related to assigned channels / programs
  • Comfortable working with talent, artists and high profile individuals
  • Excellent time management skills, with the ability to prioritize and multi-task, and work under shifting deadlines in a fast paced environment
  • Travel as required (30% travel – domestic and international)
  • Thorough knowledge of MS-Office Suite (Word, Excel, PowerPoint, Access)

Enterprise Call Center Services Tech Ops Analyst Resume Examples & Samples

  • Bachelor of Science degree in a technical field preferred
  • A minimum of two (2) years of experience in a production/support or application development environment with functional experience in change management and incident management
  • Financial industry experience, credit card or payment systems experience is preferred
  • Technical experience supporting mainframe and distributed platforms

Call Center Support Specialist Resume Examples & Samples

  • Accurately process, closely verify, and promptly key all transactions submitted by Call Center staff in a timely manner
  • Prepare department teller work for storage and scanning
  • Ensure that stop payments are mailed promptly and filed according to department standards
  • Provide coverage for main switchboard and department Administrative Assistant/Receptionist (lunch, breaks, vacation or as needed)
  • Other duties as assigned, including but not limited to: reviewing and faxing Call Center documents/customer forms, printing and mailing DITS, completing Call Center fulfillment, distributing supplies and providing support services to Problem Resolution
  • Six or more months previous work experience
  • Ability to read and interpret documents (i.e., safety rules, operating instructions, procedure manuals, etc.)
  • Ability to complete routine reports and document appropriate files
  • Prior keyboard experience
  • Ability to alphabetize and sort
  • Previous teller or bank operations experience
  • 10-key ability

Manager of Call Center Resume Examples & Samples

  • Manage and operate the Northstar Call Center and PSS Central Reservations daily operations
  • Recruit, hire, train, coach, and maintain a quality core call center staff of up to 8 staff
  • Lead by example, be a role model, and administer company policies and guidelines
  • Lead Guest Service driven teams in order to provide the Experience of Lifetime for internal and external guest
  • Maintain a department that upholds all departmental and company policies and procedures
  • Monitor and track the daily phone calls received, dropped calls and Live Chat interactions
  • Identify, research and resolve guest issues using tools provided
  • Promote a strong sales culture that genuinely upsells products and services
  • Own, personalize, and elevate the Call Center and CenRes Department to exceed their department goals
  • Manage all Product Sales & Services products by working closely with our Product Management team and tracking software
  • Proofread Northstar™ California website for consistent messaging and product and service details
  • Collaborate with Marketing Department to consistently promote products and services with correct pricing, dates, and fulfillment requirements
  • Manage PSS shared network folder; ensuring most updated forms and operating procedures are active
  • Create morning meeting notes for all PSS locations and uploading to Northstar PSS Sharepoint page providing up-to-the-minute information and “one message” for all departments
  • Create and implement RPOS training for all PSS locations
  • Train PSS staff in the following RPOS modules: Access Products, Class Lesson, Season Pass, Advanced Sales, and Private Lessons
  • Exceptional verbal and written communication skill
  • College degree (preferred)
  • Knowledge of database management software applications
  • Experience in Product Sales & Services & Resort -POS (highly preferred)
  • High proficiency in Microsoft Office as well as computer literacy
  • 2 Years of guest service experience
  • 2 Years of previous experience in a role with Management-level oversight
  • Ability to effectively present information in one-on-one and small group situations
  • Ability to compute rate, ratio, and percent and to draw and interpret graphs
  • Ability to work well with others in any condition including internal and external guest
  • Able to maintain a positive attitude in all circumstances and guest interactions
  • Able to maintain a clean cut and professional appearance at all times
  • Able to sit or stand for long periods of time
  • Able to lift 15 lbs

Call Center IT Technician Resume Examples & Samples

  • Experience Contact Center Technology systems including contact routing and management for multi channel support (Voice, Chat, Email, Social Media and Knowledgebase)
  • Ability to anticipate needs for new technology identification and implementation
  • Leadership experience to provide guidance to customers, peers and vendors to ensure successful integration of departmental objectives, resources and opportunities while ensuring continued excellence
  • Financial acumen to manage departmental budget(s) in order to identify future impact to budget based on key initiatives
  • A strong knowledge of collaborative processes for interpretation of strategies into compelling departmental objectives and initiatives in both the short and long term

Senior Call Center Customer Service Manager Resume Examples & Samples

  • Revenue optimization, database expansion and other course products
  • Bachelor’s degree in business administration, computer science or related field and at least five years customer service leadership experience in a software environment
  • High energy and engaging personality with the ability to convey patience, leadership and calm in stressful situations

Senior Personal Banker Customer Call Center Resume Examples & Samples

  • Working to in-depth knowledge of all retail bank products and services
  • 3-5 years of banking experience or 3-5 years previous experience in a customer contact/sales position or equivalent preferred
  • Working to in-depth knowledge of state and federal laws and regulation related to Fair Lending and applicable regulations
  • Excellent sales skills
  • Ability to influence – asking for the business and closing the sale
  • Strong interpersonal and verbal/written communication skills
  • Analytical aptitude a must
  • Self-starter & assertive
  • Strong independent judgment and decision making skills
  • Attention to detail is critical

Call Center Site Director Resume Examples & Samples

  • Lead the service desk setting strategic direction and governing client service delivery
  • Establish a closed loop coaching, development process in tandem with the quality team
  • Oversee resolution of requests, incidents, and problems
  • Ensure escalation and assignment of tickets unresolved by Level-1 agents are escalated and assigned to appropriate resources for resolution
  • Ensure thorough documented root cause of issues and communicate appropriately to internal and external customers
  • Provide data and reporting of KPI’s and trends daily, monthly, quarterly or as needed
  • Drive Ticket Deep Dive and develop strategies for improvement
  • Oversee Solutions repository and ensure top quality solutions are available to the staff
  • Advise management on situations that may require additional client support or escalation
  • Manage process for communicating outage/emergency activities to the organization
  • Partner with Program Management team to manage client relationships as it depends on daily operational needs
  • Review survey feedback to improve services, tools and support experience
  • Act as subject matter expert in managing client SLAs and KPIs with focus on continuous improvement
  • Support the Contact Center evolution including associate growth, strategic change and new product launches
  • Lead, inspire and develop a high quality/high productivity team that enables operational excellence that is aligned to the strategic and future needs of the business
  • Champion a customer centric culture across the organization
  • Focus on increasing performance while maintaining a great associate environment
  • Bachelor’s degree in business management or related field required
  • Master’s Degree or MBA preferred
  • Minimum of ten (10) years progressively responsible experience in Customer Service or Call/Contact Center environment
  • Demonstrated ability to motivate, lead, and inspire a large team of people
  • Advanced knowledge of modern call center systems and ability to utilize them to their maximum potential
  • ITIL Service Management knowledge
  • Advanced knowledge of IT operational performance management metrics, reporting, trending, and continuous improvement opportunities
  • Demonstrated leader and team player with good interpersonal and employee relationship skills and the ability to motivate others
  • Demonstrated ability to work in a matrixes environment

Call Center Resource Management Specialist Resume Examples & Samples

  • Using workforce management software, monitor the real-time call activity of all customer-contact personnel. Real time monitoring includes but is not limited to, call center call volume, service level tracking, call handle time, off-phone time, and work schedules
  • Work closely and partner with Call Center leadership teams to schedule agent activities within the unproductive times set up by the market level forecasting team
  • Work closely and partner with Bridge and Forecasting teams to understand changes to daily, weekly, or monthly plans and/or determine whether further changes to operating plan may be necessary
  • Monitor and gather information to track service levels, manage the use of off-phone time to improve center performance
  • Monitor compliance to schedule and adjust schedules as necessary
  • Prepare daily schedules. Using guidelines and work with Bridge team to make determination on “green time” or whether overtime is necessary to achieve desired results
  • Assist in the development of departmental goals and procedures to ensure the overall efficiency of the department. Help design methods for continuous improvement of customer service
  • Provide feedback to the appropriate managers and supervisors on performance results and work with the managers and supervisors on performance issues as necessary
  • Input in to computer system, required data such as agent information, schedule changes, supervisor and team information, coaching schedules and agent requests for time off
  • Inform immediate manager in a clear, concise, and timely manner of any unresolved customer service issues
  • May perform other related duties and responsibilities as assigned and/or required
  • 2 years Workforce Management experience

Call Center Service Response Manager Resume Examples & Samples

  • Understanding of HR practices such as benefits, payroll & time cards is a strong plus
  • Assists in reporting/communicating with client and school community
  • Develops relationships with customers
  • Reviews and approves work requests
  • Prepares and communicates estimates of time and materials required to accomplish jobs
  • Provides first level assessment of work requests
  • Review and manage backlog report to an acceptable level
  • Operates and manages a complete computerized database of all work requirements and inputs data, produces reports and schedules
  • Coordinates multiple systems and understands the relationship/impact of all systems and must be comfortable navigating those systems
  • Coordinates with custodial supervisors and keeps leadership team informed of work plans and status of ongoing work
  • Supports system implementation of Customer Service Center, Kronos, TMA, Smartsheet and Aesop systems, and may support additional technology systems as they evolve
  • Manages and develops a customer service team of 5-10 representatives to ensure delivery of service outcomes
  • Has solid data analysis and office supervisory experience
  • Use Aramark resources as often as possible
  • Presentation and report out to key stakeholders and clients
  • Support other Lines of Business by sharing resources & assist in Cross-Lines of Business functions
  • Be educated on other Lines of Business
  • Looks for opportunities to expand out of scope reimbursable services
  • Position requires Associates Degree in Business Administration or related field
  • 2-3 years customer service or call center management experience - preferable in custodial or facilities management
  • Strong preference for bilingual capabilities
  • Computer Skilled in Excell, Powerpoint, W, Web-Base software understanding
  • Strong data analysis and action planning skills
  • Ability to manage and coordinate several different functions of the Customer Service Department to achieve a cohesive and cost-efficient operation

Call Center, Personal Banker Resume Examples & Samples

  • Respond to queries from front-line branch teams and related to technology and complex processes related to Retail Online Banking
  • Follow all BMO policies and procedures during customer calls in order to minimize risk to the business and provide the customer with appropriate information as per established regulations. Perform any required documentation after the call is completed to ensure an accurate processing of any client request
  • Protect BMO assets by adhering to all applicable personal banking, commercial banking, investment and lending regulations, policies and procedures, regulatory requirements, process requirements and established risk guidelines
  • Understand regulatory and compliance requirements that include, but are not limited to, Anti-Money Laundering and Terrorist Financing reporting requirements, Financial Consumer Agency of Canada (FCAC) or the Consumer Financial Protection Bureau (CFPB) consumer provision requirements and Privacy Act provisions, in accordance with Bank policies and procedures; take appropriate action
  • 700 E. Lake Cook Road, Buffalo Grove, IL 60089

Customer Service Call Center Positions Resume Examples & Samples

  • Confident and engaging personality
  • The ability to speak Spanish language as well as English is desireable
  • Ability to multitask - typical tasks involve account research, functions on screen, remaining engaged with customer
  • Must have excellent attendance, be punctual and have desire to make a positive contribution to the team
  • High School diploma/GED required, some college preferred

Manager Call Center Real Time Ops Resume Examples & Samples

  • Manage all real time associated personnel in the Carolinas Market
  • Develop a partnership with front line management to maximize call center performance, while fostering an employee friendly, goal oriented culture
  • Leverage various teams and resources as necessary to maximize efficiency
  • Identify real time strategies through call center 101 KPI analysis for improved efficiencies and performance
  • Manage and support forecast execution of outsourced forecasts and in-house capacity to ensure service level targets and occupancy levels are achieved
  • Optimize real time execution to support decisions between cost, schedule and quality
  • Identifies and champions best practices and process improvement targets and initiatives to further improve operational efficiencies
  • Contribute to development of an operating plan and manages people and processes to meet targets
  • Develop tools and processes to drive the efficient management and utilization of our human capital that resides within each of the Carolinas Call Centers
  • Contribute to projects with outsource vendors to oversee load balancing for optimal performance and financial efficiencies
  • Delivers excellent internal and external customer satisfaction through clear, timely, and professional communication of operating results and goals necessary to achieve the desired level of experience and cost containment measures
  • Maintain positive, consistent and effective communication with staff, peers and senior management
  • Minimum of 50% travel required within Carolinas Market
  • May be required to work a flexible schedule that provides needed coverage for time-sensitive projects
  • Bachelor's degree in Business, Finance or Accounting preferred; or one to two years related experience and/or training; or equivalent combination of education and experience required
  • Three years management or supervisory experience leading a call center operations team required
  • Ability to read, analyze and interpret general business periodicals, professional journals, technical procedures, or governmental regulations required
  • Experience in call centers; comprehensive knowledge of workforce management, basic accounting principles, process improvement & internal controls preferred
  • Experience with Work Force Management systems and Avaya CMS preferred
  • Strong leadership skills required
  • Ability to work in a constantly changing work environment
  • Ability to effectively communicate and present information to managers, clients, customers, and the general public
  • Ability to define problems collects data, establish facts, and draw valid conclusions
  • Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and work with several abstract and concrete variables
  • Ability to develop and maintain solid working relationships with individuals across the region to achieve optimal results

Call Center Customer Support Resume Examples & Samples

  • Job/Technical Knowledge: Consider the extent to which the team member understands and applies his/her knowledge of the techniques, methods, and skills involved in the job
  • Productivity and Quality of Work: Delivers the results expected from the position, accurately and in a timely manner
  • The team member is present and ready to perform work duties. Demonstrates reliability in attendance and flexibility in when and how work is performed based on the larger departmental needs and supervisor direction
  • Self-motivated and enthusiastic
  • Intermediate computer skills
  • Must be willing to work flexible hours (between 8:30am-8pm), including weekends, holidays and overnight if needed

Call Center Client Care Specialist Resume Examples & Samples

  • Resolve clients' issues/problems via a toll-free number, ensuring resolution in a timely manner while exercising independent judgment and decision making within established guidelines and executing accordingly. Perform necessary research and contact client with resolution if necessary
  • Provide support to the Banking Network through resolution of escalated clients' problems. Resolve problems within established timeframe
  • Maintain client complaint/issue information in database for tracking purposes for compiling monthly feedback reports
  • Maintain current, professional and specialized knowledge of bank products and client problem resolution strategies by attending all training classes applicable to this area of expertise
  • Associate's degree or equivalent education and related experience
  • Five or more years of client service experience
  • Ability to utilize Microsoft applications, including Outlook, Word, Excel, Access and PowerPoint
  • Strong telephone etiquette skills
  • Sound decision-making skills
  • Specialized client service training with proven results

Sales Account Coordinator, Call Center Resume Examples & Samples

  • Communicate with customers by phone and email to ensure efficiency and client satisfaction
  • Manage day to day activities and maintain client records
  • Provide daily, weekly and monthly reports
  • Account and contract setup, account reconciliation
  • Schedule and proof ads
  • Digital fulfillment
  • Initiate projects to support the sales team in exceeding customer expectations
  • Answer guest questions about resort activities and initiate service and maintenance requests with Keystone Property Manager
  • Dispatch Keystone Emergency Services per established procedures, log all dispatches, contact additional agencies/resources as needed
  • Receive maintenance requests from guests, owners and employees and dispatch out to appropriate Property Management office and log all calls
  • Able to sit for 8 hours - required
  • Must be flexible in schedule - required

Facilities Call Center Clerk Local Wage Bracket D Resume Examples & Samples

  • 50% 1. Receive calls and e-mails from the general SPE population and the facilities operations studio maintenance trades and enter data into the work management software system (currently Archibus) to create work orders
  • 25% 2. Answers calls coming into the studio’s main line and respond/route as needed
  • 10% 3. Collect client information and update the facilities/telecom databases with the appropriate work order information. The following is an example of the kind of information required to be collected and forwarded to the proper trade for resolution: Requestors location, department and contact information (e­ mail, telephone); problem description and location; how the request was received (phone, e-mail, fax)
  • 5 % 4. Dispatch urgent requests to service groups as needed
  • 5% 5. Provide assistance to the Facilities department heads and management including but not limited to the following tasks
  • Relocation support – scheduling, documentation, tenant communication
  • Database information review, data entry and clean-up
  • Building occupancy information verification
  • Administrative support and special projects as assigned
  • 5 % 6. Book conference rooms using Outlook calendars
  • Knowledge of general office and phone procedures
  • MS Office - Word, Excel and Outlook
  • Aptitude for understanding and quickly learning software
  • Working knowledge of, or ability to successfully train on, SharePoint and Archibus Facilities Management System
  • Typing, minimum speed of 45 wpm required
  • Handle a high volume of calls calmly and with a high level of customer service
  • Prioritize calls and workload and to resolve issues in a timely manner
  • Interact effectively with all levels of the organization with a professional attitude
  • Work independently, with minimal supervision if needed, once an assignment has been given
  • Apply deductive reasoning to solve problems, be able to understand the big picture and anticipate outcomes
  • Work cohesively in cooperation with the rest of the Call Center staff and with all trades, foremen, facility managers and department heads

Call Center Technology Manager Resume Examples & Samples

  • Provide technical leadership to design, build, and deploy fault-tolerant, high-performance, scalable systems, and influence architecture, design, and development across other functional teams
  • Collaborate with operations, information security, architecture, application development, and application management teams to define requirements, interfaces, and implementation approaches and solutions
  • Instill operational excellence in maintaining, monitoring, and controlling high availability, business critical production systems
  • Establish Call Center Technology goals, objectives, and operating procedures
  • Design, document, and operationalize systems in support of projects, business continuity, disaster recovery, and evolving security and business operational requirements
  • Direct involvement in the execution of enterprise-wide disaster recovery and business continuity plans
  • Develop business case justifications and cost/benefit analyses for Call Center technology spend and initiatives and assist in the management with the business
  • Coordinate and facilitate consultation with stakeholders to define business and systems requirements for new technology implementations
  • Ensure continuous delivery of Call Center services through oversight of service level agreements with end users and monitoring of IT systems performance
  • Strong analytic and quantitative capabilities to develop goals/objectives and align them with business and management needs while driving 360 degree customer service
  • Motivational skills required to manage and drive results in fast-paced environments meeting internal and external customer service expectations (service levels and KPI’s)
  • Ability to learn, understand and leverage technology and resources for greater efficiencies
  • Excellent verbal and written communication skills; effective with investors, clients, staff, customers and public
  • Experienced manager of multiple business units, teams and projects with aggressive deadlines
  • Specific experience with auto dialers, IVRs, predictive dialers, recording systems, routing, call center type applications, automated payments options , voice recognition, others
  • Strong decision-making skills and the ability to know when to lead, coach, mentor, and delegate
  • Strong strategic planning, analytical, and conceptual skills
  • Strong budget management
  • Competency and flexibility in understanding diverse and complex business and technical challenges, and develop efficient and effective solutions
  • Excellent problem solving skills with the ability to breakdown an issue and methodically troubleshoot the problem
  • Ability to translate complex technical information in to business speak
  • Ability to collaborate, influence, and build relationships with other senior IT and business leaders
  • Effective budget management and the ability to allocate resources effectively for maximum performance
  • Bachelor’s degree in Computer Science or related field or equivalent experience
  • 10+ years of directly related work experience required. Additional years of experience can be substituted for degree
  • 5+ years of leadership experience managing multiple cross-functional teams and projects and influencing senior level management and key stakeholders
  • Expertise in the design, development, implementation, and maintenance of enterprise call center type solutions
  • Would prefer financial services experience: Experienced learning, complying, reporting and driving success within highly regulated lines of business (PCI Compliance, FDCPA, RESPA, FCRA, SCRA, HAMP, HAFA, etc.)

Call Center, Junior Mortgage Consultant Resume Examples & Samples

  • Paid training program
  • Opportunities for career advancement
  • Engages with consumers, determines their needs and offers the appropriate product
  • Meets monthly production goals
  • Stays informed of developing trends in the mortgage industry
  • 4-year college degree
  • Persuasive, selling communication skills
  • Effective in a fast-paced environment
  • Careful decision-making skill with ability to avoid mistakes
  • Possess basic computer skills

Call Center Auditor Resume Examples & Samples

  • In this position you will audit the work performed by Call Center Representative by reviewing recorded calls and monitoring live calls real time, assessing customer interactions to ensure inbound and outbound calls meet established Service Levels
  • Auditing includes monitoring and reporting for individual employee adherence to company and client quality goals, business rules and regulations, and ensuring that Customer Service Representatives follow established call handling protocols, have documented calls correctly, and have escalated calls appropriately as required
  • This role has a direct client-facing component via participating in, and eventually leading, call calibration sessions with Loan Protector client contacts
  • The Call Center Auditor updates the tracking database with audit results, providing reports to Quality and Operations leadership (leads, supervisors, managers), and provides feedback to individual Customer Service Representatives in support our organizational goal of ensuring continual improvement in Operations efficiency and effectiveness
  • The Call Center Auditor may provide additional clarification, feedback, and coaching to processors 1x1 as appropriate
  • Includes working with Quality Leadership to continually refine Quality Assurance guidelines and recommend changes to auditing processes in response to changing business needs and further fostering the customer experience
  • As called upon will assist with training new Call Center Customer Service Representatives
  • High performing individual with experience working in a Call Center environment
  • An aptitude to reconcile the impact of multiple variables, distilling them down and to determine if the correct action was taken by the Customer Service Representative to solve the caller’s problem – with the goal of a one call resolution
  • The ability to work independently while still being part of a team. A self-starter with superior follow-through
  • Ability to establish and maintain positive and effective work relationships
  • College degree or equivalent work experience. Experience working as a Loan Protector Call Center Customer Service Rep a plus
  • Proficient knowledge of Microsoft office including Excel, Word, and Outlook. Expanded knowledge of Excel a plus

Call Center Personal Banker Resume Examples & Samples

  • 80% Sales and Service
  • Meet or exceed current sales revenue goals by cross-selling bank products and services to retail, mortgage and small business customers that satisfy the financial needs and goals of the customer; refer qualified customer leads to BMO Investor Line, Mortgage, Business Banking and Wealth groups
  • Proactively address and resolve any customer issue or concern presented in an incoming call. This may include investigating in BMO systems to understand the underlying root cause and escalate as required to resolve the customer concern including additional follow up with customer as needed. Escalate complex or unresolved escalated customer situations to the Assistant Manager/Manager as required
  • Use applicable technology and tools to facilitate an effective conversation with the customer and drive appropriate customer experience, financial performance and financial results
  • Integrate marketing promotions and programs into the customer conversation where appropriate to demonstrate added value to the customer, completing any necessary administration, as appropriate
  • Follow security and safeguarding procedures in accordance with Bank P&P for the prevention of loss due to fraud, money laundering or defalcation; identify and report suspicious and other reportable transactions or patterns of activity that are suspected to be related to money laundering
  • 2-3 years work experience in customer service environment
  • Effective organizational and time management skills

Call Center Project Manager Resume Examples & Samples

  • Experience tracking projects and delivering reports using Microsoft Project
  • Minimum of 5 years managing projects
  • Experience leading projects where multiple parties are involved (both internal/external) and seeing these projects through to completion
  • Must possess a PMP certification
  • Preferably possess a COPC Coordinator certification

Manager, Otisline Call Center Resume Examples & Samples

  • Support of emerging technologies
  • The design, development, and implementation of a new call center infrastructure, including supporting systems and the migration of the department from a call center to a customer care center
  • Expanding the responsibilities of CSR’s to include more sales related functions supporting local branch operations
  • Support of additional customer experience initiatives

Call Center QC Supervisor Resume Examples & Samples

  • Implements and maintains quality standards that provide our teams with best practice guidelines required to serve our clients and customers
  • Conducts quality reviews of team member interactions across all inbound and outbound channels on a regular basis as mandated by Group standards
  • Manages and maintains quality tools and methodologies
  • Ensures that all Centre Standards are tracked, documented and maintained
  • Drives the Operational review and documentation of compliance risks relevant to
  • Participates in quality assurance and user acceptance testing for software enhancement projects
  • Leads the development of case studies for use in client presentations, RFPs, or showcase opportunities
  • Communicates with global team as needed to share best practices and knowledge

Mortgage Banking Call Center Resume Examples & Samples

  • Oversees and is responsible for leading, planning, organizing & directing a team of 8 to 12 Bankruptcy Operations Specialists
  • Provides guidance and develops skills through a combination of day-to-day management, delegation, one-to-one coaching, counseling, and performance management
  • Ensures consistent adherence to Bankruptcy procedures and policies including but not limited to debt/income analysis, review of income documentation and calculations, Fair Lending practices, Reg A B and other regulatory requirements
  • Recommends staffing levels and personnel actions such as hiring, firing, terminations, promotions, transfers, disciplinary activities, salary actions, and staff training. Monitors staffing levels to ensure that performance standards are met. Trains new team members and ensures timely completion of technical and other training
  • Ensures compliance with Chase, LOB, and Department, investor and regulatory rules and department service level agreements (SLAs) on a daily and monthly basis through account monitoring reports as well as escalations for the team. Coaches to ensure that production and quality standards are understood and achieved
  • Monitors BK Operations Specialists communication and teamwork with internal/external partners to ensure timely hand-off of next process steps
  • Responsible for compiling and analyzing statistical data relative to unit productivity, provide feedback to staff, provide coaching and answer questions relative to bankruptcy activities
  • One to three years of combined mortgage experience including loss mitigation, loan modification, underwriting, bankruptcy, foreclosure, etc. strongly preferred
  • One or more years experience managing in a high productive operations center preferred
  • One or more years of experience in an asset recovery function (i.e. bankruptcy/foreclosure) strongly preferred
  • Flexible and adaptable; possess excellent change management skills
  • Develops departmental budget and controls costs
  • Meets individually with staff members to review performance
  • Handles supervisor calls as needed
  • Strong Coaching Skill required
  • MS Outlook experience required
  • MS Office experience required
  • Obtain the ability to solve problems and Multi-Task
  • Perform lead engineer duties for the design and implementation of cloud based contact center solution
  • Work closely Unified Communications engineering lead to assist with the implementation of global unified communications solutions and services
  • Provide global telecommunications engineering consultation and leadership
  • Perform Level 3 & Level 4 operational support for contact center, telephony and unified communications solutions
  • Lead development, testing and QA functions to ensure that projects are securely delivered and fulfill expectations
  • Ensure all changes go through appropriate review, change control, and acceptance before implementation
  • Build and maintain relationships with global and virtual teams and third parties on communications development and support
  • Utilize excellent oral and written communications skills, including the ability to effectively communicate at all required levels necessary to perform duties including executives and senior management, engineering and operational peers, and internal customers from the business community
  • Global VoIP and Contact Center platforms
  • Public and private cloud communication architectures
  • IP networking, LAN/WAN switching and QoS
  • Telephony dial plan design and call routing/control protocols
  • In depth VoIP troubleshooting including log analysis, tracing and packet captures
  • Batch or script file creation for large migrations
  • ACME/Oracle Session Border Controllers
  • Cisco Unified Communications Manager, Cisco Unity and Cisco Session Manager
  • Microsoft Lync and Enterprise Voice experience is a plus
  • Serve as Level 4 escalation support as directed by management, which can include nights and/or weekends
  • Conduct business case analysis and manage project budgets
  • Work with the various global groups within the company to design and implement solutions
  • Prepare project status reports by collecting, analyzing, and summarizing information and trends; recommending actions

Call Center Escalations Specalist Resume Examples & Samples

  • Resolve high priority escalations from internal teams in a timely manner
  • Resolve executive level requests in a timely and professional manner
  • Supports multiple requests simultaneously while meeting deadlines
  • Research to resolve customer issues and ensure timely resolution
  • Develop and maintain knowledge of current functions of the Contact Center including, processes and procedures
  • Process shipments, returns, and gift cards
  • Review and approve pending order adjustments
  • Contact Customers for discrepancies related to inventory, pricing, etc
  • Resolve and follow through with Australia Post, Canada Post, OnTrac, UPS, and USPS claims and other logistics inquiries
  • Preferred1 year experience in a call center environment
  • Proven ability to diffuse situations, utilize effective customer service skills, and bring the customer issue to closure while maintaining the highest level of service
  • Ability to effectively communicate with multiple levels of management within the organization
  • Basic MS Office (Excel, Word, PowerPoint) skills
  • Basic knowledge of CRM, Incident ticket, and phone systems
  • Strong organizational and time management skills; must be able to manage priorities and workflow
  • Must be able to maintain a very high level of confidentiality and professionalism in working with both new and existing staff
  • Must have a passion to serve customers and agents, to thrive in a high-intensity and high-volume environment, and to achieve the highest possible level of customer experience and satisfaction
  • Excellent written and oral communication skills; strong organizational, problem-solving skills
  • Use of good judgment that aligns with department’s vision and goals
  • Must be approachable, friendly, and easy to work with

Inbound Call Center Resume Examples & Samples

  • Successfully complete and implement all learning from all training programs, which includes achieving a passing score on all quizzes and tests related to training, monitoring of information retention
  • Ensure that management receives timely and complete reports of any systems or product problems that impact the ability to provide accurate and timely information to customers
  • Correctly and legibly complete all forms, E-mails and paper, required to complete customer inquiries

Call Center Finance Specialist Limited Term Resume Examples & Samples

  • Must be able to work limited-term (see Additional Details for more info)
  • Background in banking
  • Degree in Accounting or related field

Analyst, Call Center Metrics Resume Examples & Samples

  • Analyze Call Center Metrics specifically with Call Volume, AHT, Shrinkage, Occupancy, Staffing and Service Levels on an intra-day, daily, weekly, monthly and quarterly basis
  • Analyze real-time Staffing and Service Level impacts on an intra-day, daily, weekly, monthly and quarterly basis
  • Analyze real-time Service Levels and staffing indicators
  • Identify changes in real-time Service Levels with the ability to offer solutions and/or help explain deviations
  • Conducts various statistical and financial reports, as assigned. Gathers analysis and creates reports
  • Assists in budgeting, forecasting, variance analyses and related reports, as assigned
  • Conducts financial research, analyzes financial performance against objectives, and determines emerging financial trends
  • Maintains statistical/financial databases
  • Performs additional Business Operations duties and tasks as required
  • 1 year of WFM experience or the equivalent
  • Demonstrates effective relationship building, problem solving, negotiating, goal setting and Call Center/Service Level analytics
  • Demonstrates ability to understand WFM/operational issues
  • Computer literate; highly proficient in Microsoft Office software
  • 3-5 years of WFM analytical experience or the equivalent
  • Knowledge of databases including MS Access, Oracle and SQL
  • Ability to write queries in MS Access, Oracle and SQL
  • Ability to create forecasts and staffing models
  • Experience in budget forecasting, trend forecasting and/or variance analysis
  • Understanding of CMS and eWFM or the equivalent
  • Knowledge of Comcast products and services
  • Highly proficient in Microsoft excel
  • Proficient in Microsoft Visual Studio
  • 80% Service
  • Provide exceptional service to BMO customers or prospects by handling inquiries (via telephone email and chat) to the NACCC in an informed, professional and efficient manner
  • Maintain current knowledge of the banking & cards industries, practices and trends and integrate into client conversations in a professional manner

Call Center Priority Hiring Event March Resume Examples & Samples

  • 6 months – 1 year direct customer service or sales experience
  • Able to navigate multiple computer programs, actively listen, converse with customers while typing and updating account information
  • Can work in a collaborative fast paced environment with 12-15 other teammates

Call Center Risk Manager Resume Examples & Samples

  • Manage inbound and outbound call strategies and performance
  • Indirectly manage vendors/cross organization parties responsible for automated dialer strategies and VRU platforms
  • Responsible for associates that decision complex risk transactions with medium to large monetary impact and customer impact
  • Make sure call center teammates utilize best in class fraud management procedures to identify possible fraudulent situations when interacting with customers (minimize potential losses). Constantly gather and analyze pertinent data to enhance the appropriate course of action. Provide feedback to the Product Risk team in regards to potential procedure changes. Attend conference calls and meetings with Financial Institutions (clients) to address their needs
  • Flexibility to keep pace with the ever changing world of Fraud
  • Identify fraud trends and develop continuous process improvement within the call center (procedure changes, training and monitoring)
  • Responsible for fraud analyst development
  • Promote employee Engagement
  • Delivery of service level, coaching, budget (overtime, handle time, etc.) and other key metrics
  • Partner with workforce planning teams to deliver around-the-clock support
  • Partner across teams and departments for process improvement
  • Goal setting with peers
  • Coach for consistent improvement
  • Compliance to Key Control other policies
  • Demonstrate and model Visa behaviors
  • Bachelors degree or equivalent experience (typically requires a minimum of 5-7 years experience in Financial services industry and/or Customer Service environment
  • 5+ years of fraud or risk management experience with traditional payment methods required
  • Responsible for meeting all performance targets while mitigating fraud losses
  • Experience with Falcon Fraud Manager platform is a plus
  • Minimum of 3 years of Leadership experience
  • Proven analytical skills with the ability to process large amounts of information in a short amount of time and articulate a workable solution to our clients
  • Established engagement strategies leading to improved performance and employee retention
  • Proven ability to coach individuals
  • Ability to develop, support, and retain a high-performing team
  • Aptitude to work with group or independently to achieve individual, team and company goals

Call Center Service Delivery Manager Resume Examples & Samples

  • Must have BPO experience
  • Must have at least 2 years of Call Center leadership experience, managing at least 250 agents and multiple
  • Must have experience managing a full P&L including having to report regularly about financial progress
  • Act as prime contact for BMO Partners such as Fraud and Corporate Investigations supporting actions required resulting from privacy breaches and online risk situations
  • Process customer requests, following established processes including generating service requests in order to complete financial and non-financial transactions, accurately, within specified time frames and in accordance with Bank policies and procedures
  • Maintain current knowledge of the banking & cards industries, practises and trends and integrate into client conversations in a professional manner
  • Identify process improvement opportunities to increase efficiency and effectiveness of team and still maintain an exceptional level of service to the customer. Make recommendations to the Assistant Manager/Manager
  • Understand risks and take appropriate actions as they relate to personal banking and cards products, including all documentation, and any other requirements to maintain operational integrity within BMO Direct Banking and BMO Financial Group
  • High School Diploma some college preferred
  • Must have a High School diploma; Academic degree, certification, or trade school experience in a relevant subject matter (e.g. Customer Service, Communications, Business Management) is preferred, but not required
  • Must have at least 1 year of customer service call center experience
  • Must be able to process escalated customer inquiries by telephone, email, and live chat
  • Must possess strong oral and written communication (both English and Spanish) and listening skills in order to effectively communicate with customers and all levels of employees in the organization, as well as managing confrontational and escalated customer complaints in a controlled and courteous manner
  • Must have general computer knowledge and the ability to type at least 35 words per minute with minimum 92% accuracy
  • Must demonstrate the ability to assess situations and provide quick and educated decisions to rectify customer complaints and conflict
  • Must be able to work a flexible schedule to meet the needs of the business during peak seasons and special events
  • Bilingual Spanish and English preferred
  • Call center or relevant experience
  • Ability to work on Saturdays approximately once a month
  • Work experience in a Finance or Pharmacy setting
  • Sell print and digital business offerings, via phone, to small and mid-size local businesses and be able to articulate the value of these products to customers and potential customers
  • Grow revenue by increasing client spend, reactivating past customers, and acquiring new business
  • Maintain a robust pipeline of business
  • Design and implement new ideas to streamline the prospecting process and generate greater revenue

Team Lead-call Center Resume Examples & Samples

  • Apply technical expertise in solving complex problems relating to the customer setup
  • Monitor and recommend improvements to increase team productivity by providing expert advice and assistance to other associates, as needed
  • Monitor and update associate and productivity metrics information for leadership
  • Act as representative during conference meetings with other departments and markets
  • Identify training needs for team members
  • Proficiency in all Microsoft Office Programs including Word, PowerPoint, Excel, Access, etc
  • 2 year experience with coordinating and leading projects and tasks
  • 2 year demonstrated capability with coaching and developing associates formally and informally

Customer Experience Intern, Call Center Resume Examples & Samples

  • Communicate with stakeholders of our Customer Support and Membership organization on Contact Center initiatives
  • Manage customer satisfaction survey feedback and necessary outreach
  • Listen to customer service calls in all lines of business and host call listening sessions with key stakeholders to identify key areas of improvement
  • Research and analysis of existing contact center data, related to customer satisfaction and telephony data, for phone and chat lines of business, utilizing Salesforce reporting and Excel
  • Prepare presentation materials for meetings when needed
  • Present information internally to Customer Experience Director and Call Center Managers of our Contact Center Operations team on a weekly basis
  • Currently in college
  • Experience interacting with customers and creating a great customer experience
  • Experience with Excel preferred - Will work with formulas, pivot tables, etc
  • Ability to work with multiple stakeholders
  • Highly organized and exceptional attention to detail

Call Center Priority Hiring Event April Resume Examples & Samples

  • Must be 18 years of age or older
  • Have a High School Diploma/GED
  • Fluent in Spanish and English if applying for the Bilingual Spanish position
  • Able to interact with all types of customers and provide the best resolutions
  • Commute to Eden Prairie, MN
  • Must be able to work a flexible work schedule and overtime based on business needs

Sales Rep Inbound Call Center Resume Examples & Samples

  • Full Time Openings - Van Nuys
  • UNLIMITEDGrowth Potential
  • UNCAPPEDCommission + Base Pay + Bonuses
  • Generous Benefits Package
  • Paid Training
  • Ideal candidate:Sales experience, highly desired. Preferably in a sales environment that required meeting sales goals

Call Center Workforce Mgmt Business Analyst Resume Examples & Samples

  • Strong workforce management experience is STRONGLY PREFERRED
  • Experience with workforce management tools like IEX, eWFM, Invision, & Verint (IEX Preferred)
  • Experience with managing and/or interacting multiple teams at multiple locations
  • Exceptional knowledge of MS Office products and familiarity with database concepts
  • Proven communication skills: verbal, written, and interpersonal

Administrator, Call Center Operations Resume Examples & Samples

  • Maintains and improves call center operations by monitoring system performance, identifying and resolving problems, and providing call and agent audits/analysis
  • Assists in managing a blended call environment; including, but not limited to, creating and loading campaign lists, predictive dialer administration for outbound, managing system performance, user set-ups, creating IVR’s, and monitoring adherence to pre-set call center parameters
  • As directed, works in conjunction with the department leadership and IT to limit dialer down time; perform system restarts and testing following an outage, planned or not, system upgrade or any other dialer affiliated system need
  • Supports monthly and daily workforce and contact center forecasting
  • Monitors CRM and contact center volumes to ensure efficient distribution based on staff availability
  • Produces optimal schedules for staff to meet service level expectation in coordination with forecasted volumes
  • Assists with configuring call center systems by developing customer interaction and voice response systems, designing user interfaces, developing and executing user acceptance test plans; planning and controlling implementations
  • May assist with new employee on boarding activities
  • Demonstrates basic knowledge of network systems and processes
  • Willingness to participate in additional computer/software training as necessary, including Five9 and other certifications
  • Demonstrated success in call center administration; system configuration a plus
  • Working knowledge of workforce management systems and contact center environments
  • Proficient in Microsoft Office Suite; SQL a plus
  • Outstanding data analysis skills
  • Knowledge Five9 preferred
  • Positive, highly motivated self-starter with the ability to manage multiple projects and meet deadlines
  • Detail oriented with the ability to work independently
  • Minimum 2 years experience in call center or customer service role
  • Typing 50 WPM
  • Able to provide friendly and efficient customer service for a variety of callers

Senior Analyst Workforce Planning Call Center Resume Examples & Samples

  • Proactively strive to provide recommendations and strategies to reduce and mitigate customer abandonment rates through long term planning
  • Lead the CCC's long term budget forecasting both efficiently and effectively
  • Promote operational effectiveness and positive customer experience through effective negotiation/communications with various business lines. This will often involve managing conflicting priorities
  • Collaborate with CCC Projects to determine the impact of proposed initiatives to CCC strategy. Identify and recommend implementation solutions
  • Expert knowledge of contact center forecasting practices and industry standard Key Performance Indicators
  • Advanced knowledge of Excel, including macros and creating advanced formulas
  • Experience with Verint, other Workforce Management forecasting and Strategic Planner tools is considered an asset
  • Strong technical aptitude and experience working with relevant reporting software and tools
  • Strong supervisory, organizational and project management skills with a proven ability to redesign and implement new procedures, processes and strategies

Call Center Technician Support Representative Resume Examples & Samples

  • Commitment to paid training period - 3 weeks, Monday - Friday, 8 am to 4:30 pm
  • Hours of operation: Sun. – Sat. 5am to 9pm, including holidays. Availability to work all shifts, including nights and weekends
  • Overtime may also be required based on the needs of the business
  • At least 2 years of customer service and/or sales experience, 1+ year of Dispatch experience preferred
  • Confident decision-maker, task prioritization and efficient time management practices
  • Persuasive and friendly customer communication with the goal of maintaining upgrades and confidently resolving customer issues

Senior Manager Workforce Optimization Call Center Resume Examples & Samples

  • Manages CCC workforce operations by
  • Identify and communicate trends, risks and opportunities that impact the operational and/or financial plan Identify opportunities and action plans to maximize productivity and mitigate risk, while protecting the employee and customer experience
  • Provide leadership support and tactical execution of the strategic priorities, process improvements and disciplines to achieve best in class workforce capabilities
  • Producing and using customer & performance data / intelligence to present and gain commitment on change initiatives that will elevate customer experience and sales results. Source of data / intelligence will come from multiple sources and applications (i.e. Speech Analytics)
  • Reporting/Metrics
  • Oversee production of 1000+ reports annually and provides business requirements to partners to evolve MIS; this will result in automated reporting and score card development, as well as ensure timely dissemination of critical business intelligence
  • Create business decision able reporting, highlighting trends and issues seen in the attrition, retention stats and recommendations/strategies being implemented to reduce overall attrition results
  • Effectively leverages resources to monitor call-type patterns and isolate developing trends, identifying opportunities for procedural changes within WFM as well as cross-functionally with other departments, to increase productivity
  • Ensure up to date on current best practices regarding resource planning and workforce strategies for implementation in the CCC sites
  • Use Speech Analytics and voice of the customer intelligence to understand call driver trends. Drive process improvement initiatives focus on call deflection and increase first call resolution
  • Project management/Strategic support for change initiatives
  • Develops proposals and recommendations for Senior Leaders and Executives that identify and profile high impact strategies, opportunities and action plans to maximize productivity and efficiencies
  • Liaises with other departments on projects as assigned and/or workflow processes that exist between groups, to ensure WFO Coordination is represented and to maintain procedural flow that functions homogeneously for all groups
  • Coaches and develops WFO Team for continuous skill refinement through various mediums including knowledge evaluations, process reviews, best practice mentoring, etc., isolating WFO Team improvement needs and administering the appropriate training and/or improvement actions to yield the intended performance result(s)
  • Exceptional analytical skills
  • Undergraduate degree in business or mathmatics
  • 5+ years in a contact centre industry with extensive experience working with workforce management tools, databases and performing analysis
  • Demonstrated strong leadership capability, including the ability to manage remote teams
  • Strong technical aptitude and experience working with reporting software, tools and database creation
  • Strong understanding of forecasting and scheduling tasks of Workforce Management
  • Exceptional interpersonal and communication skills, both written and oral, with demonstrated expertise in interacting effectively with all levels of management
  • Project management skills with a proven ability to redesign and implement new procedures, processes and strategies
  • Exposure to strategic planning and the ability to develop forward thinking plans to improve performance
  • Impact and influence to develop and maintain highly effective partnering relationships with key stakeholders and to achieve cross enterprise cooperation
  • Proven track record of organizational change management solutions
  • Project execution – ability to manage people and time line
  • 10+ Years of Advanced Telecommunications experience
  • Must possess and be able to demonstrate a very strong understanding of Avaya Core PBX Software Administration, including at a minimum
  • Must Be Able To Open, Represent, Implement and Close Change Records in accordance with the JPMC ECM system
  • Must be able to produce or update JPMC Turnover Documents and Represent on JPMC Change Control Call as we as JPMC Turnover Call
  • Must be able to implement updates to the JPMC Wire Database
  • In addition the above requirements; any of the following skills would be a plus

Senior Manager, Call Center Operations Resume Examples & Samples

  • Provide front line direction to Customer Service Managers and Representatives both internal and external, ensuring quality service is provided in each interaction
  • Maintain daily point of contact with all support vendors
  • Consolidates and provides daily, weekly, monthly and yearly performance reports to the Sr. Director of Customer Service
  • Promotes professional and personal development of individual team members by administering performance evaluations, training needs, progressive disciplinary actions, and career opportunity program
  • FAQ template creation and maintenance
  • Experience in a fast-paced, high-tech industry and Internet knowledge required
  • Bachelor’s Degree in any related area required
  • 5-7 years of customer interface experience
  • Strong leadership, analytical, problem solving, and decision making skills
  • Strong passion for the Internet and Entertainment
  • Ability to effectively interact with employees at all levels of the organization and work with a variety of people from diverse backgrounds
  • Entrepreneurial spirit, high energy, integrity
  • Ability to create, develop, and implement project plans in a fast-paced environment
  • Effectively prioritize day to day tasks
  • Strong understanding of Microsoft Office Suite including PowerPoint, Excel, and Word
  • Must maintain regular and acceptable attendance at such level as is determined at Fandango’s sole discretion
  • Must be available and willing to work Weekends and extended hours as needed
  • Hands-on Oracle CRM experience

Call Center Banker Resume Examples & Samples

  • Provide exceptional sales and service to BMO customers or prospects by handling inquiries (via telephone email and chat) to the NACCC in an informed, professional and efficient manner
  • Work collaboratively with all lines of business to improve the customer experience; inspire trust and motivate others, embrace opportunities for learning, partner with colleagues and share knowledge while embracing BMO Customer Promise
  • Probe to understand client needs and provide advice related to personal banking strategies that meet the client’s objectives and manage all transactional outcomes of the call in a professional and accurate manner (e.g., complete any relevant administration requirements)
  • Identify opportunities to make qualified referrals both internal and external to the NACCC
  • 20% Operational Effectiveness
  • Maintain the confidentiality of both customer and Bank information to protect the customer and the Bank and to ensure compliance with Bank policies and procedures
  • Solid interpersonal and written and verbal communication skills

Guest Services Lead-keystone Call Center Resume Examples & Samples

  • Assist Guest Services Manager train new and existing staff
  • High school diploma or equivalent - required
  • Previous experience in guest service - required
  • Microsoft office proficiency - required
  • Flexible schedule - required
  • Read, write, speak, comprehend, and understand English - required
  • College degree - preferred
  • Previous supervisory experience - preferred

Call Center Quality Service Manager Resume Examples & Samples

  • The Quality Services team has responsibility for all aspects of Contact Centre quality monitoring strategy, design of the coaching model, benchmarking, consistency and quality checking of coaching. The role holder will have direct control over the quality and consistency of call coaching delivered in the Contact Centres within the usual authority limits (as appropriate) and may be required to work independently or part of a team. The role holder must have an expert level understanding of call quality and coaching methodologies, requirements and tools. The role holder must ensure the procedures/processes used to deliver the quality and call coaching model are in accordance with Group standards. The role holder may be required to manage multiple responsibilities involving interaction with several business areas, will have a higher degree of responsibilities across multiple countries with larger spans of control and complexity. The role holder will not be subject to close supervision so will be expected to exercise initiative in proactively overcoming obstacles to success. They will be expected to adopt a flexible approach in terms of working hours, location and travel
  • Minimum of seven years proven and progressive contact centre sales support experience or equivalent
  • Bachelor’s degree in business, related field or equivalent experience
  • Strong planning, prioritization, communications, interpersonal, negotiations, decision-making, organizational, judgmental and problem-solving skills
  • Ability to work well on a team as well as manage, motivate and lead people employing appropriate management styles
  • Ability to coordinate a wide variety of solutions, bringing a breadth of experience to the business and seeing the wider implications at all stages
  • Experience of managing resources and delivering change using appropriate systems, tools, communication, delegation and planning skills
  • Excellent understanding of call centre sales dynamics, e.g. procedures, processes and systems used, products sold, reward structures, agent skills and training, regulatory requirements, etc
  • Proven ability to use pertinent spreadsheet and presentation software
  • Experience in a sales environment requiring weekly/monthly sales goals, highly desired
  • Previous cable industry and/or call center experience, is a plus but NOT required
  • Experience using a computerized system as a central part of the job, required
  • Typing speed of 35 WPM, required
  • Requires adherence to Time Warner Standards of Business Conduct. Position must assist in maintaining the confidentiality of customer and business data at all times

Call Center System Specialist Resume Examples & Samples

  • Provide remote on-line technical support services, troubleshooting, and diagnostics on Automated Logic WebCTRL end user customers
  • Commissioning based on defined system checkout process
  • Provide remote troubleshooting and diagnostic support and investigate indicated points of trouble
  • Analyze full operation of system and tests systems and components
  • Diagnose problem areas; determine corrective action and repair system remotely, when possible
  • Where authorized, complete software and database corrections, and adjustment calibration on automation systems and components
  • Respond to remote system alarms per designated customer action plans and takes corrective action where required
  • Perform remote preventative maintenance and diagnostics tasks on Automated Logic’s WebCTRL automation system and components according to project or service agreement requirements
  • Respond to service calls (emergency and on-line) coming into the TSC. Log all incoming support requests into the company business systems in a timely and professional manner, and thoroughly document transactions
  • Dispatch field service technicians and escalate more complex support requests to on-call service specialists, supervisors, and/or field support engineers
  • Adhere to call center policies and procedures
  • Provide customer training, operator, and specialist coaching, and any communications requested by the customer including: automation system graphics changes, system status and performance reports, etc
  • Effectively utilizes all applications, tools, and databases used to process transparent end-to-end client support
  • Knowledge of systems related to Cash Management and Liabilities (Citismart, SI, WCM, Pep+, BABO, Citidirect, Citichecking, etc.)
  • Ability to provide remote servicing in a Continuity of Business (COB) environment with no supervision

Director, Call Center Resume Examples & Samples

  • Provides direction to ensure accuracy of forecasted internal and outsourced call volume for the regional call centers
  • Provides guidance on call routing and scheduling to ensure required coverage
  • Provides financial modeling and analysis with interdepartmental leaders to forecast monthly financials
  • Hires, coaches, and evaluates CAE employees and leadership based on performance standards

Call Center Operations Assistant Resume Examples & Samples

  • Loan Set-Up within Loan Origination system
  • Document Imaging set up and maintenance for customer documents
  • Change Loan Related Fees in Loan Origination System for Managers
  • Automated Underwriting Troubleshooting
  • Loan Origination System Troubleshooting
  • Follow up on 3rd Party Required Documents
  • Follow up on Branch Manager Requests on open files
  • Send out daily reports to managers
  • Maintain Loan Pipeline Updates on Pipeline Board
  • Assist in clearance of open items for approved loans to aid in timely closings
  • Review loan processing requirements and complete submission checklist to ensure loans meet company standards
  • No Mortgage industry experience required
  • 4 year college degree required
  • Proven leadership abilities
  • Excellent oral, written, listening, and organizational skills

Manager Call Center Resume Examples & Samples

  • Oversees the day-to-day operations of the customer support center operations
  • Manages customer support staff to ensure service level agreements for products and services are met. Schedules staff to adequately handle call volume on any point in time. Monitors progress and number of telephone calls made. Manages personnel activities of staff (i.e., hires, trains, appraises, rewards, motivates, disciplines, recommends termination as necessary, etc.)
  • Nine or more years of customer service or other telephone operations experience
  • Five or more years of supervisory experience included
  • Experience working with the company's products and systems
  • Experience working with all customer support areas
  • Strong business and analytical problem solving skills
  • Strong ability to multi-task and work independently

Manager Call Center Operations Support Resume Examples & Samples

  • 3 years of management or supervisory experience required, preferably in call center environment
  • Bachelor's Degree preferred
  • Preferred experience leading contact center workforce management, technology and/or reporting teams
  • Preferred knowledge of call center operations, processes and procedures, including an understanding of service objectives and contact center analytics
  • Demonstrated presentation skills and experience creating graphic and visual representations of data
  • Understanding of the Retirement industry, products and services
  • Strong leadership skills, with the ability to coach and mentor others
  • Ability to effectively manage multiple priorities and deliverables
  • Demonstrated innovation and strategic thinking skills
  • Customer service focus, including an emphasis on customer satisfaction

Supervisor, Quality Call Center Resume Examples & Samples

  • Accountable for building positive proactive relationships with internal and external customers
  • Direct daily activity of team to complete assigned functions
  • In the absence of the Asst. Mgr., resolve escalated issues that would normally be handled by the Asst. Mgr
  • In collaboration with the Asst. Mgr., set team goals, objectives, and priorities in alignment with departmental goals
  • Continuously searching for ways to improve effectiveness, efficiency, and “value added” for both internal and external customers
  • Evaluates overall performance of team as well as individuals. Coaches and counsels team members both individually and together toward improved performance
  • Participates in interview and selection of new employees
  • Oversees training and development of new employees

Administrator, Call Center Applications Resume Examples & Samples

  • Responsible for reviewing internal customer satisfaction measurements through specialized reports and implement changes as needs are identified
  • Review reports (such as Keyword Searches – from external websites) and make adjustments to design to ensure efficiency
  • Create and monitor workflow and escalation rules to automate timely resolution and follow-up of outstanding issues within Oracle Right Now Application for Agent Desktop usage
  • Manage security and access to the RightNow application
  • Manage other system configuration including: service level agreements, custom fields, reports, surveys, etc
  • Perform the actual configuration of the Oracle RightNow platform, including creation and maintenance of workflow and escalation rules
  • Configure tracking reports to keep answers updated and identify where new and relevant answers are needed
  • Monitor site performance with is specific to Oracle Right Now Application
  • Manage staff changes in administrative console by keeping tables current
  • Provide reports to benefit all departments
  • Ensure service expectations are met
  • Daily follow-up with staff on open incidences with Vendor
  • Provide technical assistance to internal staff members as needed
  • Keep apprised of future enhancements, their benefits, and how they will affect current configuration
  • Track ROI to compare call volume expense to new projects and enhancement to support expense
  • Utilize additional interfaces as business needs dictate
  • Serve as liaison between SiriusXM and Oracle for any support/upgrade issues, networking with internal business users and third party vendors, providing feedback for enhancements
  • Develop and administer desktop implementation plan for any new features that become available
  • Set up Smart Assistance responses to questions that require no manual intervention for internal support, such as Virtual Guided Assistance or Self Service
  • Work with business teams (Program Management team and Training) for directing the release of the new desktop upgrade features to members and/or internal staff
  • Attend Oracle CX User Conference and participate in various training opportunities to learn best practices
  • Lead overnight releases of new features and functionalities
  • Light travel required
  • There are no supervisory responsibilities associated with this job
  • Bachelors degreeand/or equivalent combination of education and experience preferred
  • Knowledge of CRM systems – i.e., Pega, Siebel, Oracle BRM, SAP or Peoplesoft
  • 7-10 years of Oracle/Right Now experience
  • 5 - 7 years of Call Center operations
  • Ability to work independently and in a team environment
  • Ability to project professionalism over the phone and in person
  • Willingness to take initiative and to follow through on projects
  • Spelling, grammar, proofreading and editing skills
  • Excellent time management skills, with the ability to prioritize and multi-task, and work under shifting deadlines in a fast-paced environment
  • 7 + yrs. experience - Oracle CX Platform
  • 7 + yrs. experience - OPA ( Oracle Policy Automation)
  • 5 + yrs. experience - Scripting – My SQL/Object Driven
  • Proficient in coding in HTML, Java or PHP
  • MS-Office Suite (Word, Excel, PowerPoint, Access)

Call Center Collections Specialist Resume Examples & Samples

  • Promote customer retention and reduce bad debt by collecting monies via telephone from delinquent active and former customers and non-pay disconnected accounts across all residential product lines while remaining in accordance with State and Federal privacy and collection laws, in a call center environment
  • Ensure all delinquent accounts within assigned area are either collected or resolved in accordance with defined system policy in order to maximize system financial performance and effectively minimize write off of Accounts Receivables and equipment, in a call center environment
  • Live the Cox Values, by demonstrating an approach towards people and work that is consistent with the overall values of the company
  • Answers incoming and makes outgoing phone calls to customers and provides a quality, responsive, and positive customer contact with the intent to retain the customer and correct the past due situation
  • Requests account information, accesses customer record databases or other electronic tools and information delivered to the desktop, and authenticates customer by requesting PIN or other identifying information
  • Analyzes customer account status and history and performs necessary calculations to determine appropriate actions and payment plans
  • Negotiates with customers to agree upon arrangements for payment, extends disconnect dates when required and processes payments by telephone (credit card, checks, etc.)
  • Screens, identifies and participates in investigations of telephone fraud and responds to inquiries of rate, services and possible fraud
  • Transfers appropriate fraud, high toll and bankruptcy cases and escalations to the appropriate person/workgroup inside or outside of the Collections department
  • Resolves collections-related customer issues to maintain customer loyalty and minimize product churn
  • Safeguards company assets, customer’s privacy and other proprietary information
  • Maintains compliance with legal and regulatory requirements
  • Documents call results, including the disposition of calls, customer payments agreements, payment plans and other results in the Cox billing system (ICOMS)
  • Processes equipment retrieval requests, stolen and fire damaged equipment reports to minimize financial losses
  • Secure COPC alignment
  • Giving Advice to Ops Management and endorsing Improvements
  • Evaluating required and available capacity (people and work space), outlining discrepancies and working out consequences at Client Team level

Service Delivery Manager / Call Center Resume Examples & Samples

  • Responsible for directing all activities associated with Call Center operations
  • Establish strategic goals and objectives, including meeting Service level agreements
  • Ensure budgets and schedules meet corporate requirements
  • Establish a method to ensure excellent delivery of Customer service
  • Manage client relationship ensuring customer satisfaction
  • Make decisions on administrative or operational matters and ensure effective achievement
  • Participate in corporate development of methods and evaluation criteria for projects & people
  • Work on complex issues where analysis of situations or data
  • Direct and control call center activities working with various department managers
  • Has overall control of planning, staffing, budgeting, managing expense priorities and recommending and implementing changes to methods
  • University degree or its equivalent in education or experience is preferred
  • Must have Call Center Operations and Customer Service management experience
  • Budget development and oversight experience
  • Strong managerial skills and business acumen managing staff groups and initiatives
  • Proven record of effective senior leadership skills
  • Ability to change the thinking of and gain acceptance from others
  • 200+employees in a fast-paced, dynamic environment and have strong communication and customer service skills
  • Provide courteous and timely follow-up to calls and correspondence
  • Monitor proceedings in accordance with bank policies and applicable state and federal laws and guidelines
  • Maintain contact with past due customers throughout resolution process to ensure appropriate follow-through and resolution
  • Internal: Accounting Bankruptcy Branch Networks. Collections Department. Compliance. Foreclosure. Fraud Department. Legal Loan Servicing. Loss Mitigation Department. MISREO Recovery Department .Risk Support .Call Center
  • External: GSEs (primarily Freddie Mac and Fannie Mae)Mortgage. Insurance Vendors. Skip Tracing vendors
  • Working knowledge of federal, state/provincial and local laws pertaining to Consumer Collections and functional area Familiarity with Auto Dialers and dialing platforms Strong BMO Product Knowledge

Call Center Business OPS Analyst Resume Examples & Samples

  • Four year college degree in Business, Mathematics (statistics) or a minimum of 4 years of relevant work experience
  • Intermediate knowledge of statistical products (Minitab, SPSS, SAS, R etc.)
  • Intermediate knowledge of SQL, SSRS, SSAS, ODS, EDW, and/or other data collection presentment applications
  • Experience in a customer call center and card knowledge (credit/debit)
  • The ability to work out of the Dublin, OH – other locations may be considered

Customer Service Call Center Representatives Resume Examples & Samples

  • Excellent verbal communication with clear pronunciation and strong writing skills
  • Ability to display empathy and personalization with each customer interaction
  • Strong ability to use technology
  • Six months related experience

Customer Service Associate Prmo Incoming Call Center & Correspondence Resume Examples & Samples

  • Strong organizational skills with the ability to multi-task and follow through on outstanding issues
  • Ability to control and manage a phone call
  • Knowledge of DUHS billing preferred
  • We have multiple CSA positions available. Some positions prefer Bilingual.**

Call Center Developer Resume Examples & Samples

  • Maintain Avaya, Genesys and Verint applications in working order,
  • Anticipate and avoid failures as far as possible,
  • Add, Change, Delete phone extension and user configurations in Avaya, Genesys and Verint as needed
  • Resolve login issues and other issues faced by users
  • Participate in any local Telecom / Genesys projects
  • Will be required to perform other related duties as required and/or assigned
  • Genesys Multimedia applications such as Interaction Server, Contact Server, Email Server, Chat Server, Genesys Communication Server for Siebel
  • Exposure to Avaya EMC applications
  • Verint Call Recording and WFM applications
  • Integration to SalesForce.Com and other CRM systems

VP, Call Center Operations Resume Examples & Samples

  • Developing and implementing the long term strategic direction of the Annuities Contact Center
  • Connecting our capabilities to broader strategic initiatives within the Prudential enterprise. Some initiatives include collaboration with other Contact Center leaders as well as departments focusing on customer experience
  • Reinforcing policies and practices to continue to improve the customer experience
  • Oversight of daily operations and vendors
  • The role will develop a clear vision for the future and also be responsible for the management of the ongoing relationship with business partners and stakeholders. Collaboration, Communication, Talent Development and Relationship Management will be critical components to success
  • Lead the departments delivery of financial and business outcomes, with focus on budgeting, forecasting (capital and resource), planning, and performance reporting
  • Ensure business strategy drives effective talent development and deployment
  • Having a strong Talent Mindset will be key
  • Connect to other leaders across Service to ensure a strong end to end customer experience
  • Identify and direct short and long-term operational and strategic gaps and solutions
  • Develop industry leading expertise for the function including thought leadership through identification and implementation of leading practices; leveraging technology and creating operational efficiencies resulting in enhanced service levels
  • Translate strategies into tactics and effectively mobilize resources to achieve intended results
  • Establish metrics to define success, gauge progress, and drive business decisions
  • Forecast and manage potential risks to the organizations support of business objectives
  • Develop and enhance services in response to business unit and regulatory requirements (e.g. risk management, compliance, law, etc.)
  • Drive continual process improvements across functions, including resource mix review, for higher efficiency and best practices
  • Collaborate with Contact Center leaders across the Prudential enterprise on developing an overarching strategy and omni channel approach
  • Passion for delivering exceptional customer experiences
  • Customer service background with demonstrated call center operations experience (on-shore/off-shore), with significant exposure in a leadership position
  • A proven transformative leader that excels at turning complexity into simplicity
  • Seasoned leader who has the ability to recruit diverse talent and identify top talent to build strong teams
  • Ability to drive service ideas and initiatives in partnership with Annuities and enterprise collaborators
  • Ability to build executive credibility - Strong leadership, management vision and purpose, interpersonal skills, executive presence, talent mindset, relationship management and communications skills
  • Collaboration - Advanced ability to influence and listen to peers, senior leaders and others who are not direct reports
  • Innovative problem solving and strategic thinking skills, along with strong business and financial acumen and analytical capabilities
  • Extensive experience communicating in challenging circumstances (written, verbal and presentation)
  • Familiarity with contact center and operational tools, technology, metrics, and performance indicators to measure performance and benchmark results
  • Ability to take intelligent risks by generating new and valuable ideas and business solutions using creativity
  • Ability to react quickly to changing business needs and adapt to dynamic business environments
  • Domestic and International travel will be required
  • Position requires FINRA Series 6, 63 and 26 licenses or to obtain licenses within 180 days of hire

Global Call Center Operations Resume Examples & Samples

  • Telecommunications infrastructure / dialer platform and dialer campaigns and IVR systems
  • Agent chat software processes and deployment
  • Work distribution tools
  • SMS platforms
  • Email platform processes and technologies
  • Reporting and business intelligence tools
  • Creative, fast-paced, and demanding environment
  • Emphasis on innovation, optimization and data-driven decision making
  • Interaction with the executive team on a daily basis
  • Challenging work and opportunities to develop technical skills
  • Meritocracy, results driven environment
  • Developing integrated staffing and hiring plans across a 600 person loan serving group comprised of service, application support, verifications, and collections for multiple products and geographies
  • Develop command center strategies that assist in driving operational excellence through staffing effectiveness and efficiencies
  • Establish, deliver and monitor core operational KPIs and service level metrics which support all aspects of our businesses
  • Work with front line managers to create consistent daily operating metrics and procedures

Overnight Call Center Collections Representative Resume Examples & Samples

  • Collections experience preferred, but not required. We love to see customer service experience and sales experience as well
  • Must type a minimum of 40 wpm
  • Problem solving skills to overcome borrower's obstacles and be persuasive when necessary
  • Ability to meet your goals and deadlines in a fast-paced, metric driven environment
  • Desire to be competitive within yourself and within your team

Outbound Sales Banker St Paul Call Center Resume Examples & Samples

  • One to two years of sales experience, preferably in phone sales environment
  • Good knowledge of retail financial products and services, rates, terms, fees and regulations
  • Proficient PC and keyboard skills
  • Excellent telephone and interpersonal skills

Inbound Sales Banker Portland Call Center Resume Examples & Samples

  • Two to four years of sales or equivalent experience
  • Effective selling, cross-selling and referral skills
  • Good knowledge of systems and procedures
  • Proven commitment to high quality customer service

Call Center Traffic Analyst Resume Examples & Samples

  • Daily dialer campaign administration, including the monitoring and adjusting of outbound campaigns across multiple sites
  • Monitoring and managing inbound call traffic in a real time environment
  • Monitoring real time agent production of dialer states and phone aux codes. Reporting exceptions to supervisors and management when thresholds are exceeded
  • Developing, preparing, and presenting key metrics to all levels of management
  • Creating and analyzing reports, surrounding the blended (inbound and outbound) call environment that will be used for daily call center reviews and monthly forecasting
  • Reviewing existing dialer strategies, analyzes campaign productivity and makes strategy recommendations to management based on historical performance
  • Coordinating multiple call centers and departments on a daily basis, to ensure maximum productivity and efficiency for both inbound and outbound calls
  • Supporting the Avaya Interaction Center application by troubleshooting issues/errors, managing user setup and password resets
  • Daily assignment and validation of agent’s skills within the CMS system. Will make mass agent adjustments based on specific strategies to acquire agents onto the dialer system and release them when finished
  • Researching calling history on accounts to ensure compliance guidelines are being followed
  • Compiling data for audits on monthly and quarterly basis to evidence compliance with desktop procedures and back-end controls
  • One to two years of call center experience
  • Good understanding of call center modeling relative to call volumes
  • Basic understanding of applicable policies and procedures and the assigned area’s business functions and operating procedures
  • Proficient computer skills, especially spreadsheet, word processing and database manipulation

Call Center / Workforce Management Scheduler Resume Examples & Samples

  • Monitor call volume activity, make adjustments as needed, and reconcile and report exceptions. Identify trends in call activity or scheduling challenges to review with Assistant Manager
  • Responsible for daily scheduling of Call Center staff. Create and run periodical reports related to all different metrics of the call center. Conduct root cause analysis on trends and anomalies pertaining to real time analysis
  • Develop, maintain and communicate general Call Center performance
  • Review and process special requests that impacts Call Center performance
  • Troubleshoot, report and work with vendor and corporate IT team on system issues and enhancements. Perform all system testing
  • Associate Degree or equivalent work experience required. Bachelor's Degree is preferred
  • Minimum 2 years call center experience preferred
  • Minimum 1 year workforce management experience in a Call Center environment
  • Proficiency with Microsoft Excel, Word, and PowerPoint preferred for report generation
  • Experience in data mining and reporting is preferred
  • Demonstrated ability to respond quickly to problems
  • Proven ability to create relationships with supervisors and others to work effectively to problem solve and develop solutions to staffing challenges
  • Manages a team of call center representatives. Provides ongoing coaching, feedback and career path guidance to team members
  • Writes and delivers effective semi-annual performance appraisals for all team members, addresses any team performance issues, tracks team members' attendance and leave schedules
  • Responsible for the development of staff. Performs weekly quality monitoring on all team members
  • Conducts monthly one-on-one meetings with staff and ongoing coaching
  • Provides ongoing feedback regarding quality of work to team members and works with QA staff to improve processes and overall quality for the team/Department
  • Manages and coordinates client service inbound call center to ensure consistent high level of service is attained
  • Identifies trends and determines proactive solutions to maximize service quality
  • Ensures call center statistical and quality goals are achieved/exceeded
  • May be involved with scheduling and facilitating team meetings, implementing contests or other morale-building programs, assisting in training, interact with other departments to implement enhancements and/or changes impacting the Call Center, work with implementation areas in the incorporation of new business
  • Field escalated issues from representatives, clients, and participants
  • Identifies trends in escalated issues and proactively addresses with staff
  • 2-5 years of previous management experience, preferably in a call center environment
  • Associates Degree in Business or related field
  • Will be required to obtain Series 6, 63, 26 licenses. Licenses must be obtained within required timeframes
  • Available to work between the hours of 8:00am and 10pm, depending on shift

Manager, Call Center Resume Examples & Samples

  • Hire, develop and coach team members
  • Plan, motivate and lead the team to achieve departmental goals and tactics
  • Administer staff compensation, ensuring consistency and equality
  • Ensure delivery of excellent client service: proactively manage interface with customers to eliminate potential problems; resolve client issues which are escalated or defaulted by team members
  • Monitor the productivity of the team in order to effectively deliver service while maintaining effective fiscal balance i.e. cost per call
  • Ability to monitor and recommend enhancements in technology to improve overall client experience and enhance efficiency and effectiveness of business unit
  • Work with other Managers to tie teams together in a cohesive department. Share information and contribute to the ongoing improvement of standards, policies and procedures leading to the continuous improvement in service quality
  • Serve as liaison to affiliated groups and participate in corporate-wide project teams as assigned
  • Consult with customer base to provide technical support re: pension business, products and case issues. Determine optimal administrative solutions to customers’ needs and problems
  • Identify client needs, issues and perceptions and communicate them within department/division
  • Develop and deliver education and training to team members, participants and external groups
  • Steward to departmental and divisional projects
  • Assist in departmental and corporate training and development initiatives to support new product offerings and enhance group’s plan, product, and industry knowledge
  • Assume responsibility for answering calls on helpline and supervisor line during high call volume periods
  • Plan and facilitates department wide staff meetings
  • Occasional travel to other John Hancock sites
  • Bachelor’s degree with 5 years of relevant industry /supervisor experience
  • Extensive knowledge of Retirement Savings Industry
  • Demonstrated leadership and managerial excellence including hiring, performance management and employee development
  • Excellent communication (both orally and written) and presentation skills
  • Strong interpersonal skills with the ability to influence across multiple levels and effectively interface with sensitive client situations
  • Team player with the ability to influence, negotiate and develop “win-win” solutions
  • Skilled problem-solver and decision-maker
  • Ability to make complex decisions independently when outcome of a faulty decision could be very public
  • Ability to effectively multi-task in fast pace environment
  • Strong presentation and written communication skills

Call Center Systems Analyst Resume Examples & Samples

  • Lead requirements gathering, service-oriented modeling, analysis and design activities
  • Communicate design to all stakeholders and varying levels of the organization
  • Serve as the liaison between business and systems analysts, developers and project management groups
  • Present and evaluate design solutions objectively and facilitate conflict resolution
  • Define, use and communicate design patterns and best practices in service oriented analysis, design and development
  • Collaborate with quality assurance team to ensure testing efforts align with system deliveries and business processes
  • Develop strategies to improve service development life cycle and governance processes
  • Develop detailed source-to-target data mapping and data transformation rules
  • Develop and use enterprise service and data models
  • This System Analyst position will support the IVR application
  • Generally work is self-directed and not prescribed
  • Works with less structured, more complex issues
  • Bachelor's Degree or High School Diploma/GED with 4+ years of experience in Systems Analysis or IT Development
  • 3+ years of experience in Systems Analysis or IT Development
  • 3+ years of experience in all phases of Software Development Life Cycle (SDLC) /System Development Life Cycle
  • 3+ years of experience translating business requirements into a detailed system specification
  • 3+ years experience with MS Project, Word, Excel, Visio, PowerPoint
  • 3+ years of Relational Database experience
  • Healthcare experience
  • Experience working with test plans and test cases
  • Experience facilitating Joint Application Design (JAD) sessions
  • Experience working in an Agile environment or familiarity with Agile methodology
  • To offer guests an enjoyable, courteous, professional and efficient service at all times following all Standard Practise Instruction (SPI) of the Front Office Department and Swissotel Grand Shanghai
  • To ensure a consistently high standard of customer service is delivered by all Swiss Service Server
  • To be respectful of guest’s privacy, ensuring al their request is strictly adhered to and guest details must remain confidential
  • Actively solicit guests’ feedback
  • Deal efficiently and courteously with all customers requests by monitoring and following up with the respective staff and correct channels
  • Effectively and efficiently monitor and follow up of guest requests
  • Accurately take Room Service orders, restaurant reservation and any other guest requests
  • To ensure all systems are kept up to date with accurate information
  • To ensure all close of day procedures and reports are completed according to the Swissotel standards
  • Be totally familiar with all facilities, functions and special events in the Hotel on a daily basic, assisting guest in any inquiries
  • Previous service experience an asset
  • Previous point of sale system experience an asset, but not required

Call Center Knowledge Manager Resume Examples & Samples

  • 5+ years of experience with knowledge management systems in a call center environment
  • 2+ years of experience as a knowledge manager developing knowledge management strategies, administering a knowledgebase, coordinating with subject matter experts and other stakeholders to gather, clear, and publish knowledge, and editing content
  • 2+ years of experience in a consulting role
  • Ability to create engaging presentations and briefings for stakeholders using Microsoft PowerPoint and to write proposals, briefings, and other deliverables
  • Ability to inspire others, be open-minded, hard-working, collaborative, curious, and inquisitive, and work independently
  • Ability to demonstrate and interest in building a customer experience consulting practice
  • Ability to obtain a security clearance
  • BA or BS degree in a related field
  • Experience with the Department of Veteran Affairs
  • MBA degree or MA or MS degree in a related field
  • Certification from KM Institute, KM Professional Society, or other relevant body
  • Project Management Professional (PMP) Certification

Call Center RN Resume Examples & Samples

  • Work with hospital staff, via telephone, fax and e-mail, in the coordination of care for members ranging from low acuity to catastrophic, which may include stays of several months
  • Help coordinate appropriate care to members from admittance to discharge, and work toward holistic discharge, all with the members' benefits plan in mind
  • Perform telephonic medical records review for Commercial and Medicare members, and telephonic follow-up with members as required
  • Balance metrics/goals (bed days, treatment and discharge) with a focus on quality care for members
  • Complete electronic documentation daily to ensure essential data is shared system-wide
  • Maintain flexibility and willingness to go above and beyond to meet members' needs
  • Attend routine team meetings and offer creative solutions and innovative approaches to further enhance the clinical model
  • RN Required current and unrestricted for New York
  • 2+ years of clinical experience in a Hospital/SNF setting, MD office or other related experience
  • Computer literacy with Microsoft Office and keyboard proficiency

Call Center Professional Resume Examples & Samples

  • Receive INBOUND calls from Experian Consumer Services members and provide customers with friendly, professional and knowledgeable customer support
  • Overcome issues and concerns in order to avoid customer cancelations
  • Provide advanced troubleshooting of internet navigation, authentication, billing concerns and miscellaneous personal computer software
  • Work effectively with other team members to provide support for external and internal customers
  • Identify trends and root cause customer issues in order to create proactive long term resolutions
  • Document customer requests, resolutions to customer issues, and negotiations with customers in clear concise fashion
  • Outstanding communications, presentation and interpersonal skills and enthusiasm
  • Basic Computer and internet skills to include: Internet navigation and Microsoft office
  • Strong established work history, can work in an independent fashion
  • Blend of general customer service skills and sales aptitude to resell the benefits of the Experian Consumer Services Memberships
  • Team player who values being part of a successful sales organization

Call Center Forecasting Analyst Resume Examples & Samples

  • Must have at least 2 years of forecasting in a call center
  • Expert level Excel
  • Advanced knowledge of Microsoft applications (Outlook, Excel, Access are a must)
  • Strong ability to multitask in a fast-paced dynamic environment
  • Advanced knowledge in automatic call distribution (ACD) technology, Aspect platform or similar
  • Strong written and verbal communications
  • Bilingual English/Spanish is a plus

Lead, Resort Call Center Resume Examples & Samples

  • Teach, develop and provide oversight and direction to Guest Comm./Call Center Cast
  • Manages cast members regarding daily operational flow and making adjustments necessary to provide minimal Guest wait times, ,cast technical needs and historical reporting
  • Assist with guest service recovery
  • Manages guest information ,collateral and electronic, guest correspondence, post stay service recovery, guest research & billing enquires
  • Be aware of the reports reviewed from the PABX system, the data extracted from them including the average hold time, volume of calls per hour, percentage of answered calls, average call duration etc
  • Be familiar with hotel emergency procedures e.g. fire, understand the role in the situation and what should be acted and followed
  • Fully understand hotel PABX including call accounting & voice mail systems and be familiar with the PMS; able to perform basic trouble shooting
  • Coordinate service calls by system providers to ensure minimum downtime of all communication systems during the maintenance
  • Good command of Chinese and English, good computer skills
  • Be familiar with Opera system
  • Can perform in a fast-paced and sometimes stressful working environment
  • Good partnering, coaching, and mentoring skills
  • Working Schedule: Shanghai Disney Resort Cast Members might be scheduled to work shifts on nights, weekends and holidays. (can work 3 shifts)
  • Previous Call Center experience in four or five star hotels is preferred
  • Resort Hotel Call Center experience is preferred
  • Group Call Center experience is preferred

Supervisor Cincinnati Call Center Resume Examples & Samples

  • Ensures that the data collection is of the highest quality
  • Develops and implements strategies for measuring data collection work product quality
  • Manages the activities of staff assigned to the telephone center
  • Delivers timely and reliable reports of the activities of the telephone center as requested
  • Provides written and verbal evaluations to members of their team
  • Acts as an advisory figure to guide associates toward success
  • Motivates team members to exceed production goals while maintaining data integrity
  • Projects enthusiasm for the company and maintains positive interactions with others
  • Performs other duties as required
  • 6 months customer service, market research or telemarketing experience in a call center environment,
  • Knowledge of the market research industry, preferred
  • Excellent communication skills, both written and oral
  • High degree of technical proficiency
  • Proven organizational skills
  • Flexibility with regards to schedule and duties
  • Excellent interpersonal skills required
  • Ability to make decisions/solve problems independently following general policies
  • Ability to work effectively with all levels of staff and with clients
  • Ability to use creativity/initiative to enhance efficiencies and quality of phone center
  • Demonstrates a professional and positive attitude

Medical Assistant Call Center Day Resume Examples & Samples

  • Location – Dallas, TX
  • Practice – House Calls
  • Schedule/Hours – Full Time
  • Shift – Days
  • Benefits– Our competitive benefits package includes
  • Minimum of 3 months of related experience is required
  • CMA certification is preferred

Manager, Commercial Service Call Center Resume Examples & Samples

  • Bachelor's degree and 7+ years experience managing a call center required
  • Experience working in medical device preferred
  • Strong understanding of FDA standards preferred
  • SalesForce.com and/or ServiceMax experience preferred
  • 3+ years of experience with BA/BS
  • 2+ years of IT or related experience with MA/MS
  • Bachelor Degree in Business, IT, Statistics or Technology preferred
  • 1-2 years of workforce management experience
  • In-depth knowledge with scheduling/forecasting systems, preferably Verint
  • Proficient with Microsoft Office suite, including Access
  • Detail oriented, flexible, able to multi-task and deliver in a fast-paced and rapidly changing environment
  • Possesses strong problem solving and analytical skills, including the ability to see trends and patterns in data
  • Able to develop solutions and implement a course of action
  • Demonstrates excellent communication skills with ability to relay information with tact, diplomacy, patience and professionalism
  • Ability to work collaboratively and partner with employees and leaders
  • The employee is also required to interact with a computer, and communicate with peers and co-workers
  • Must be able to travel independently to various Medtronic buildings/sites (minimal travel)
  • Ability to read, participate in telephone conferences, video conferences and sit for meetings of up to two hours or more continuously
  • Lift up to 25 pounds

Call Center Alarm Agents Resume Examples & Samples

  • Monitor alarm and remote access systems, telephones, CCTV camera systems
  • Properly document all alarm handling procedures within the alarm screens
  • Must be able to adhere to standard operating procedures and special instructions
  • Respond to incoming emergency calls for elevators, crisis lines and incident management lines
  • Document incident reports according to customer and department requirements
  • Contribute to the development and growth of a service culture
  • Support and participate in continuous improvement processes
  • Call center or customer service experience preferred
  • Intermediate knowledge of computer applications including Microsoft Windows

Call Center Customer Service Supervisor Resume Examples & Samples

  • Motivate, coach and develop your team to deliver exceptional service
  • Leads a team with a minimum of 30 employees
  • Ability to prioritize tasks and time management skills
  • A Bachelors, Associates degree or equivalent work experience
  • Experience effectively coaching, developing and holding accountable employees by providing skills, support and motivation
  • Proficient in the use of Microsoft Office suite
  • Ability to work independently and as part of a team, demonstrating initiative and multitask utilizing time-management skill in a fast paced environment
  • Strong oral/written communication skills
  • Monthly Performance Reviews and Observations
  • Complete Appraisals, Development plans and Performance Agreements
  • Additional Performance Contacts such as side-by-side coaching also included
  • Coaching relative to In-Charge (Commitment Index, CST, over sees running the line (force to load management), surplus and managing GFMC requirements, assigning Overtime as applicable, entering data into FA&M accurately)
  • Ensembles (scheduled as appropriate). Includes agenda preparation and facilitation of meetings
  • Work with Human Resources and Labor in regard to employee questions and issues
  • Union relations and Grievance process. Pull and print records for grievances, hear 1st Step Grievances, take notes, reply with a letter and document in the Labor Relations Database
  • Recognition – plan, shop, set-up, take-down, for recognition events and activities (required throughout the month)

Call Center Technical Supervisor Resume Examples & Samples

  • Lead a team of 15-20 customer service technicians
  • Train, coach and counsel employees
  • Manage the performance of the employees (including setting objectives, assessing performance, coaching for improvement and if necessary placing employees on performance improvement plans, and recommending disciplinary action)
  • Administer the Verizon processes and policies as they relate to safety, attendance, performance, work rules, and code of conduct
  • Perform additional duties and responsibilities as needed

Senior Call Center Technology Manager Resume Examples & Samples

  • Identifies and drives improvement opportunities for their work stream and collaborates with any external service providers to ensure improvement opportunities are implemented
  • Contributes to the formulation of the overall management strategy of Finance Operations
  • Assist in assessing the services delivered by the service providers (if any) and validating that performance metrics established by service level agreements are met as applicable and that Service Level Agreements are aligned with organizational goals and objectives. As the primary point of contact, provide direction and policy interpretation to third party service providers as needed
  • Responds to customer feedback, survey results and makes any improvements/corrections as necessary
  • Ensure compliance with internal policies and controls and with external regulations
  • Manages and leads a team of supervisors assigned to a specific work stream or function to deliver finance and/or transaction processing services
  • Plans and structures work activities and sets deadlines for their team. Subsequently monitors their team's progress and is responsible for the
  • Owner of all Verizon Wireless (VZW) Bill to Cash (B2C) call routing projects, implementation and maintenance
  • Owner of all VZW B2C ACD upgrades, implementation and maintenance
  • Owner of all VZW B2C IVR projects, enhancements, implementation and maintenance
  • Manages OB Vendor relationships and products
  • Call Routing Monitoring/ Troubleshooting for all VZW B2C LOBs
  • Manages all outbound platforms and strategies
  • Report, track and provide analysis on outbound results and recommend change based on results
  • Owner of all VZW B2C BCP and related DR processes; partner with HQ BCP team to ensure plans are in compliance
  • Owner of Aceyus maintenance and updates
  • Manage and procure workforce tools and owner of all upgrades
  • Manage direct report's performance and development
  • Project Management as required
  • Investigates system problems and provides solutions using specific product knowledge, system utilities, and operating environment
  • Supports users across the Verizon footprint
  • Develops telephony architecture and total systems solutions. Designs quality control procedures to ensure the deliverables meet established design and performance goals. Understands call
  • 2+ years of Resource Management Supervisory experience
  • Must have strong working knowledge of call center technology and support functions
  • Proficient knowledge of IEX systems is required
  • Proficient knowledge of ICM and ACD routing
  • Proficient knowledge of multiple outbound dialer platforms and overall dialer functionality and capabilities
  • Proficient knowledge in SQL queries for SQL Server and Teradata and the ability to build and maintain SQL Server databases
  • Knowledge in MS Office applications is required. (Excel and PowerPoint)
  • Must have flexible work hours to includes nights and weekends
  • Proven record of strong analytical skills
  • Must have a thorough understanding of call center metrics
  • Must be able to provide effective communication to a wide variety of individuals
  • Strong leadership and organizational skills are required
  • Must be able to work well under pressure

Senior Specialist, Technical Call Center Resume Examples & Samples

  • Strong Customer/Client interaction skills
  • Evaluate, prioritize and respond to assigned customer requests for technical assistance
  • Accountable for the overall ownership of a service request while finding, coordinating the problem resolution and/or following the escalation process
  • Ability to manage small scale projects
  • Ability to champion customers’ needs to the support organization
  • Ability to document customer issues and explain technical details at a high level
  • Must be able to capture the customer’s reported information and document it accurately
  • Serve as technical product specialist liaison to Marketing and development groups
  • Ability to provide after hours On-Call customer support
  • Product trainer
  • Requires daily use while on the phone with the customer to log info into the system
  • Look up information such as last repair history, past purchases, parts replacement & warranty info, Preventative Maintenance info, and equipment status
  • Daily use of M2M and Pilgrim systems
  • AS/BS Technical education preferred or equivalent on-the-job experience
  • Minimum 1-3 years’ experience in Bio-Med preferred
  • Previous medical device technician experience a plus
  • Strong ability to communicate by phone and email to resolve issues or troubleshoot electrical & mechanical problems exhibited by the product
  • Computer experience required; must be able to type and have a solid understanding of MS word and excel
  • Excellent Time Management skills and Strong ability to multi-task required: must be able to manage multiple tasks/customer requests that arise daily, ability to manage your projects, capable of managing your daily responsibilities and your project s and computer requests simultaneously
  • Has knowledge and ability to take on projects, write processes and generate ECO’s
  • Excellent written and verbal communications skills required. Must provide quality documentation of customer interactions such as customer information, findings/troubleshooting and resolutions in the systems database
  • Dependable- arrives to work on time and arrives to meetings on time follows up on tasks and meets deadlines and commitments for internal and external customers
  • Must be able to work core phone coverage hours 8:00am to 5:00pm. The team also provides after hours support 7 days a week. Position may also require you to come in a little early or stay a little later to make project deadlines/customer needs/ team meetings

Call Center Team Manager Sunday Thru Thursday Resume Examples & Samples

  • Provide coaching, mentoring and performance feedback to team members as opportunities arise to improve handling of customer transactions, escalations, alarm handling, intercompany relations, or other situations as they develop
  • Verify payroll information
  • Provide every team member with weekly statistical reports to review opportunities for improvement and performance feedback. Provide every team member with comprehensive written qualitative monthly feedback to include attendance, quality audits, and analysis of productivity levels against goals. Provide corrective actions and performance reviews, as necessary
  • Supervise floor as appropriate by acting as a visible leader walking the entire Customer Monitoring Center floor and providing additional support to the Resource Desk as neede
  • Participate in the recruitment and selection of additional team members, by partnering with Human Resources and other managers
  • Support the coordination of training programs, as needed
  • Work closely with all team members and peer Team Managers to ensure open communication and consistency of work flow
  • Take supervisory calls, including customer/dealer problems and take appropriate action to resolve issues
  • Minimum of 1-2 years of call center experience in leading 10 - 15 employees is preferred
  • Minimum of 1-2 years operations and project management experience is preferred
  • Computer, Pulse, networking, DVR, camera and cloud technology experience , EDO knowledgeable, TAG trained
  • Customer obsession philosophy
  • Managerial courage; effective leadership skills - ability to lead by ADT Core Values
  • Strong interpersonal skills and coaching and development skills
  • Ability to perform multi-tasks and to exercise sound, independent judgment

Call Center Workforce Coordinator NSC Resume Examples & Samples

  • Minimum of 3 yrs experience in a progressive Call Center environment
  • Previous Workforce Management or Resource Planning experience preferred
  • Detail-oriented with strong analytical, critical thinking and decision making skills
  • Ability to work any schedule in a 7 day a week call center operation
  • Must be able to work independently, with little or no direction
  • Intermediate PC skills including MS Office

Call Center Team Manager Tuesday Thru Saturday Resume Examples & Samples

  • Facilitate, coach, and provide leadership and framework for daily operation
  • Increase team's process and business knowledge/understanding enabling higher levels of performance productivity and efficiency
  • Ensure staff works within the guidelines established by the organization
  • Provide technical support, advice, and experience
  • Monitor team performance and provide feedback
  • Provide performance trends and analysis to team
  • Responsible for managing conflict and diversity
  • Foster team building and group dynamics, provide career development planning and opportunities
  • Two (2) years experience in a customer service related position
  • Two (2) years experience in a supervisory capacity, preferably in a service environment managing non-exempt level employees
  • Managerial and excellent communication and interpersonal skills required
  • Some knowledge of telephony capabilities CMS, CenterView, Auto-dialers helpful

Call Center Attendant Resume Examples & Samples

  • Perform data entry and/or typing (ability to type 45 wpm+)
  • Ability to multi-task and work independently. Utilize SAP, Word, Excel, PowerPoint, Internet Explorer, Lotus Notes and other Raytheon required software
  • Handle difficult situations and customer complaints. Remain positive, professional, tactful, courteous and diplomatic at all times
  • Respond to customer requests and direct them to the most qualified area for resolution. Effectively interface with Raytheon personnel at all levels, both in person and/or utilizing electronic technologies
  • Understanding of Facilities Functions. Assist with arrangement of outside service work
  • Create/maintain various reports and/or records. Ability to learn new software programs and related skills quickly & effectively

Assistant Manager, PPI Call Center Resume Examples & Samples

  • Supervise workflow for new and pending utility activations. Ensure that the team leads are managing work flow production and communicating with each assigned team
  • Drive operational effectiveness by identifying areas of opportunity to increase production
  • Supervise a team of 20+ members and ensure smooth functioning of day to day activities of the utility department
  • Demonstrate ownership on open deliverables and activities assigned by management
  • The ability to work in a team and or individual environment
  • Conduct performance appraisals and manage the organizational development for the utility department including identifying the training requirement for different staff and cross training opportunities
  • Ensure production goals within client SLA’s as well as Turnaround time, Accuracy and Compliance standards are met
  • Daily engagement with employees and team leads to identify clear expectations for daily work needing to be delivered
  • Review escalated situations and or review of work items that have fallen outside of SLA
  • Manage the accuracy and quality of work performed by Team Leads
  • Being comfortable to drive production, compliment success and address sub-par performances
  • Communicate daily with department manager to review department numbers and daily plan for production
  • Interact effectively within Ocwen Senior Management and Provide management with timely reports documenting trends or opportunities for improvement with recommendations
  • Graduate with sound knowledge of a working production environment and production operations
  • 5 years of total work experience with minimum 3 years as an operational leader
  • Team player with proven ability to lead and drive initiatives through teams in excess of 30 people for at least two years
  • Fast learner with ability to pick up new functional processes and lead and deliver on them very quickly
  • Ability to consistently deliver in a high pressure environment
  • Keen eye for detail and high degree of urgency
  • Must have the ability to handle multiple, simultaneous client projects in a fast paced environment with technical analytical focus based problem solving skills
  • Ability to mentor team associates in an objective and boundary less manner. Ability to roll-up sleeves and work alongside any level in the organization is mandatory
  • Exposure to financial industry / real estate/ mortgages is a definite plus
  • Must have excellent communication skills and be willing to work in night shifts
  • Expert knowledge of PowerPoint and Excel

Call Center Process Manager Resume Examples & Samples

  • Represents and manages the customer care business process requirements between stakeholders in various departments, which may include prepaid/credit/debit cardholder, ebanking, bill pay, case management, and EBT business
  • Key contact and Subject Matter Expert (SME) to Call Center Operations as well as internal customers (e.g., escalations team, implementations team, client services, product management, business development) representing the customer requirements for complete business process lifecycle
  • Provides feedback and recommendations to the quality and training teams based on business process requirements through process improvement and problem resolution
  • Serves as point of contact for program or process changes, and distribution of program or process information and procedural changes; participates in change management process to evaluate risk and impact of potential changes. Checks for timeliness, accuracy of posted information, driving changes as needed
  • Serves as liaison and escalation point for issues impacting operations in all call centers
  • Gains and maintains familiarity with call center applications, understanding flow of calls through IVR and ACD scripts, to serve as a liaison and work collaboratively with Telecomm and Operations
  • Participate in the calibration sessions with clients, and review calls for process and product improvement
  • Work collaboratively with client services or product team to gather, analyze and make recommendations based on customer data that improves the client's efficiencies and costs
  • Establish and strengthen relationships with business partners. Participates on monthly business reviews with business partners
  • Builds and defines operational standards based on department and corporate objectives across all Customer Care sites for purposes of consistency, accountability and quality
  • In-depth knowledge of call center business processes to enable improvement in both service delivery and profitability
  • Knowledge of standards relevant to call center management (e.g., ISO, Six Sigma)
  • Strong computer skills (including MS Excel, Word and Access)
  • Multi-task and detail-oriented with ability to work with little supervision
  • Ability to work within deadlines and strict timeframes

Call Center Banking Supervisor Resume Examples & Samples

  • Oversees one or more teams of Customer Service Associates who handle customer service inquiries and problems via the phone and/or email
  • Evaluates the quality of Customer Service Associates' calls from customers; provides feedback to reps on strengths and areas for improvement
  • Ability to lead and manage large teams effectively
  • Working knowledge of workforce management practices and tools (e.g., scheduling software, quality monitoring software)
  • Collaboration with Operations Managers to ensure accurate and timely agent schedules
  • Manage intraday agent productivity, performance exceptions and schedule adherence
  • Execute system modifications (e.g., schedule updates and queue moves) and/or issue procedural notifications based on trigger events e.g., AHT, volume, attendance, etc
  • Communicate agent efficiency successes (top performers) or issues (needs improvement) to the Team Supervisor so that they can provide direct coaching/feedback to the agent
  • Monitor, identify and resolve performance/behavior/attendance issues using prescribed performance management techniques
  • Complete daily/weekly/monthly reporting and provide analysis
  • Complete Adhoc reporting as required
  • Complete attendance tracking
  • Responsible for handling special projects as necessary
  • Associate’s degree in related field or advanced vocational training with two to four years related experience; or
  • High school diploma or equivalent with three or more years of related work experience
  • Minimum one year experience in a contact center
  • Proficient user of MS Office applications including Excel, PowerPoint, and Word; and Outlook. IEX, CMS, I3 or other similar resource scheduling/intraday management applications preferred
  • Ability to multi-task and maintain composure in a demanding work environment
  • Extremely strong oral communication skills
  • Detail and service level (SLA) orientated (keen ability to observe systems and recommend improvement opportunities)
  • Willing to accept responsibility and accountability
  • Ability to guide individuals toward goal achievement using negotiation, teamwork/collaboration, motivation and staff development skills including the ability to act as a role model within the organization
  • Ability to demonstrate innovation and good judgment/problem solving skills when making decisions
  • Ability to establish a course of action for self and others to accomplish a specific goal while using appropriate resources
  • Excellent customer service/support skills, ability to work well under pressure, and professional demeanor
  • SQL knowledge a plus

Call Center Process Improvement Resume Examples & Samples

  • Manages moderately complex projects and/or program components or phases of larger, more complex projects related to process improvement or integration within a functional area
  • Ensures process improvement methodologies, project management and delivery process, and implementation management processes are followed. This includes managing and driving process mapping and analysis; data gathering and analysis
  • Manages the project budget; includes understanding and validating revenue and expense estimates, cost variance tracking, and managing project resources effectively
  • Provides clear and concise process and project communication, both written and verbal

Supervisor Call Center Cchhs Chicago Resume Examples & Samples

  • Monitor attendance, paid time off, sick time and daily statistics
  • Develop contests, awards and themes to increase agents’ loyalty and focus
  • Prior experience in Customer Service in a Managed Care Organization preferred
  • Ability to learn and work with an ACD phone system
  • Bi-lingual in Spanish and English is a plus

Call Center Routing & Scheduling Senior Associate Resume Examples & Samples

  • Conducts call pattern forecasting and schedule planning to help meet business unit objectives
  • Supports in the preparation of daily/monthly schedules and activities for the call center to ensure adequate coverage to meet service level and abandonment rate objectives
  • Maintains frequent contact with other departments when outages occur and calls must be redirected
  • Develops scheduling reports based on forecast outlooks and general scheduling scenarios as requested by management
  • Provides schedules for contact centers to ensure maximum performance
  • Responsible for contact distribution to the contact centers, maximizing performance while maintaining financial awareness
  • Monitors inbound/outbound traffic and ensures efficient distribution based on staff availability
  • Forecasts daily contact and technician availability
  • Monitors incoming queues and ensures technicians are available for support
  • Maintains target service levels
  • Distributes contacts to contact centers, based on forecast volumes and guidance from management while maximizing service level performance
  • Provides hourly, daily, and weekly service level and performance reporting (including queue statistics) for call centers
  • Provides daily and weekly performance on other key metrics including percent to forecast, abandon rate, headcount variance and outages
  • Responds to contact center routing and tool outages and other business continuity and recovery (BCRP) events

Call Center Workforce Scheduler Resume Examples & Samples

  • Monitor break and lunch schedules, tardiness, and or early departures due to illness and/or family emergency to ensure proper staffing levels and adherence
  • Monitor call center agents’ availability for training and meetings with Team Managers and/or QARs, according to call traffic. Approve/document agents’ training-meetings
  • Monitor team members to prevent abuse of aux time and post call work time
  • Review “agent check in log”, “no call/no show” and document outcome of each phone call on the force desk attendance log
  • Review contact center trends, including call volume, call patterns, staff productivity, attrition rates, and resource allocation to maintain appropriate staffing levels
  • Review training and/or meeting time requests for all call center agents to ensure adequate coverage and service levels are maintained
  • Review revised staffing levels and if necessary, contact call center agents who have a scheduled day off in effort to fill voids
  • Document schedule exceptions
  • Coordinate distribution of “agent check in log” to each Supervisor one day in advance of actual workday
  • Assist in scheduling appropriate numbers of call center agents during ‘black-out times” where forecasts indicate that all agents needed
  • Assist Workforce Manager in reviewing call center agent requests for time off such as PTO
  • Assist Workforce Manager to produced / distribute revised work schedules based upon call center agents’ absence for the day
  • 2 years call-center / scheduling / resource planning exp
  • High School Diploma or Equivalent
  • PC proficiency/MS office
  • Excellent interpersonal skills / analytical skills
  • Must be detail oriented and assertive
  • Must possess excellent listening as well as verbal and written communication skills
  • Able to establish good teamwork ability
  • Must have proven leadership skills and have strong decision making abilities
  • Possess cooperative and positive attitude towards clients, employees and company
  • Ability to use the phone system / computer system

Immediate Hiring Call Center Need to be Flexible Night & Weekend Shifts Plus Shift Differential Resume Examples & Samples

  • Other duties as assigned
  • Knowledge of product/procedures
  • Mental Acuity
  • Respond to incoming patient sales inquiries via telephone, written, facsimile requests and web based inquiries in a prompt and courteous manner
  • Communicate the advantages of Alere policies and programs to patient related requests. Provide patient with appropriate program marketing materials electronically and via US Mail
  • Qualify customer needs and requests. Update Alere systems with new lead information, notes, track and ensure that leads are addressed in a timely manner
  • Review details and expectations about the physician referral with patients to help clarify patient, physician and AHM program responsibilities
  • Act as the enrollment specialist to proactively assist patients and families/caregivers as they move through the application process. The PER is the main point of contact for the patients providing them direct access for asking questions, raising concerns and navigating through to placement
  • Act as the patient’s advocate by working in conjunction with all Departments to ensure approval of the necessary supplies/services in a timely fashion
  • Understand how to communicate patient benefit coverage including co-pay obligations. Gain patient commitment to proceed with meter placement with patients who qualify for fast tracking
  • Work collaboratively with peers, support staff and other Alere departments including regional sales staff
  • Have a broad understanding of Alere policies and procedures related to both patients and clinics
  • Maintain accurate record of all patient interactions by updating and notating the appropriate patient and clinic systems
  • Resolve customer concerns and complaints in an expeditious and tactful manner per corporate standards
  • Demonstrate proficiency and accuracy in Alere operating systems directly related to specific job function
  • Perform various clerical duties to include, photocopying, data entry, faxing, scanning and assembling marketing materials
  • Associate degree or equivalent combination of education and experience
  • Two to three years general office, data entry or customer service experience
  • Dependable, detail oriented and ability to work with daily quotas
  • Ability to effectively communicate (both oral and written) with other members of the health care team and patients in a professional manner
  • Ability to adapt quickly to changing priorities, remember and recognize codes, and keep up with daily quotas
  • Microsoft Office (Excel, Word, Outlook)
  • Position requires heavy telephone contact with program participants (up to 90%)
  • Excellent interpersonal and phone etiquette skills
  • Ability to provide superior customer service and meet customer satisfaction expectations
  • Detail & Team Oriented
  • Strong Computer/Software Skills
  • Communication & Writing Skills
  • Human Relation Skills
  • Proficient in Windows based applications and Internet
  • Knowledgeable of all products support by Alere Home Monitoring
  • Contacts patients and performs follow up PT/INR testing support activities
  • Follow up potential opportunities to improve testing success
  • Coordinates telephone appointments with patients who require testing assistance
  • Responds to PT/INR testing inquires, return requests if unable to use product
  • Customer interface for product manufacturer inquires
  • Documentation of patient notes in multiple software applications
  • Accountable for performance based activities
  • Support special projects and new service offerings
  • Follows all regulatory policies, procedures, privacy and security standards in accordance with government agencies including all HIPPA requirements
  • Understands and adheres to business processes and procedures
  • Maintains a culture of accountability in area of responsibility
  • Medical background preferred
  • Prior customer service or patient care experience preferred
  • Collects/receives INR results from patient
  • Utilizes call scripting provided when conducting patient phone calls
  • Enters INR results into appropriate collection application
  • Contacts patient and/or physician for INR results that fall in an “out of range” or “critical values” category as directed by the HCP and as outlined by Alere Home Monitoring policies and procedures
  • Monitors and assists in patient testing compliance using appropriate application(s), reminder phone calls; documenting interactions and results, and producing follow-up letters
  • Documents all patient interactions in the “Memo” section of the patient file in EMR (SA)
  • Maintains and enters new patient data into appropriate computer database (SS)
  • Demonstrates basic knowledge of products used to obtain INR results which are distributed by Alere Home Monitoring so assistance can be provided to patients with minor “trouble shooting” problems before escalating to Patient Outreach
  • Communicates to Testing Services Supervisor or Manager any unusual patient issues that are not addressed on call scripts, as they arise
  • Processes patient requested orders for testing supplies
  • Processes “intro” faxes for all new patients with initial training results
  • Performs other Testing Services related duties as assigned
  • Follows all regulatory policies, procedures, privacy, and security standards in accordance with government agencies including all HIPAA requirements
  • Assists with any special projects as directed by supervisor or manager
  • Associates degree or equivalent preferred
  • Data processing or customer service experience preferred
  • Ability to make decisions within company guidelines
  • Ability to be goal oriented and results focused
  • Ability to organize activities and meet set deadlines
  • Ability to communicate clearly and concisely, both in writing & verbally, with others in a professional manner
  • Ability to understand the position and its relation to the overall company service process
  • Ability to perform effectively in current position
  • Ability to attend job related courses & seminars as required
  • Ability to use office equipment that is relevant to job functions
  • Human Relations Skills
  • High degree of professionalism
  • Ability to sit for long periods working on computer and/or using phone

Supervisor Call Center RN Resume Examples & Samples

  • Supervise all call center personnel during assigned shift
  • Monitor (listen to both sides of telephone conversation) TMS' and CSS' on regular basis
  • Coach (provide feedback) TMS' and CSS' after each monitoring session
  • Actively manage productivity by maximizing all human and technical resources
  • Actively manage absenteeism and tardiness within the unit and document discrepancies
  • Actively plan for and participate in call center staff meetings
  • Develop a full knowledge of the personnel policies, client procedures, and TMS and CSS job duties and keep updated on all changes and enhancements to current procedures
  • Be available to problem solve and answer questions including handling complaints and taking over calls from difficult callers
  • Provide team guidance, support, and reinforcement
  • Support management decisions in a positive manner
  • Display excellent human relations skills by showing a sincere interest in employees' problems, emphasizing communications and team spirit, and demonstrating an earnest concern for the staff members' welfare by listening with empathy
  • Be sensitive to morale and motivation issues and strive to constantly improve the work environment
  • Participate in disciplinary actions and counseling sessions
  • May occasionally be required to handle overflow calls
  • Accept new directions/assignments in support of the department's objectives
  • Perform administrative responsibilities, including; assign duties at start of shift and document as appropriate
  • Assist with clinical guidelines and operational procedures development
  • Check browsers (open, transfer, callback) at start of shift and frequently during shift and make any necessary adjustments to assignments
  • Participate in research projects and outcome studies related to telemedicine
  • Assist in training of new hires
  • Prepare performance appraisals for TMS' and CSS' within prescribed time frames
  • Work with the TCS Scheduler to maximize the center's human resources
  • Participate in interviewing process for new hires
  • Minimum five (5) years of nursing experience in an acute or ambulatory care setting, or as a telemedicine RN
  • Minimum one (1) year of telephone triage experience

Call Center Senior Schedule Analyst Resume Examples & Samples

  • Administrator of the Workforce Management System to forecast and produce schedules and show adherence for Customer Service Representatives for the NHRSC
  • Provides training to Customer Service Reps./Management on software and statistical data
  • Works with outside telecommunications companies/vendors to assist Senior Data Analyst with Adds/Moves Changes as needed
  • Identifies changes in operations, budgets, quality of services or practices. Defines problems/issues;proposes and discusses solutions with appropriate parties. Determines need for automated data analysis and/or research project to assess current systems/procedures and develops new tools for data collection
  • Manages and performs complex projects and assignments for the NHRSC Management Team; to include research, analysis, presentation and resolution of problems
  • Minimum five (5) years of call center/Health Plan experience
  • Bachelor's degree in related field preferred, OR four (4) years of experience in a directly related field
  • Experience with NICE, Genesys, and eWFM applications preferred

Call Center Coffee Specialist Resume Examples & Samples

  • Registration of new customers
  • Taking orders
  • Answering information requests or complaints
  • Ensure database integrity
  • Outbound call campaigns and activities
  • Bachelor’s degree ideally in a business-related field
  • 1-2 years of experience in telephone sales and with up market customers
  • Knowledge in social media and written communication with customers tone of voice
  • Knowledge of coffee (products, accessories, machines etc) would be an advantage
  • Languages: fluency in Greek & English
  • Good knowledge of Microsoft Office
  • Excellent Communication & Service orientation
  • Proactive and responsive to anticipate and fulfill customer needs

RN Supervisor, Call Center Resume Examples & Samples

  • Supports clinical operations for a team of call center RN’s across service model performance expectations (assessing performance, staff planning, implementing performance plans, coordinating, monitoring and evaluating)
  • Takes lead role in setting direction and participating in or developing new programs or initiatives to improve performance of the team
  • Sets direction for the call center RN team, resolves problems and provides guidance to members of the team
  • Ensures that the call center RN team meets established performance metrics and performance guarantees
  • Coordinates, supervises, and is accountable for the daily activities of business support, technical support and production for the team
  • Sets priorities for the team to ensure task completion
  • Ability to collaborate with peers and Managers to improve service model performance
  • Develops plans to meet short and long term objectives
  • Identifies and resolves operational problems using defined processes expertise and judgment
  • Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws
  • Will be responsible to take incoming escalated calls, therefore must have proven ability to de - escalate consumers and the flexibility to support the inbound supervisor line between the hours of 7 am - 8 pm CST
  • Assists with the development and implementation of departmental policies and procedures
  • Ability to analyze data to identify performance gaps and determine a solution to close the gaps
  • Ensures audits are conducted, standards are met, successful outcome are achieved
  • High level of professionalism with the ability to interact with high level executives and present information to them
  • Provides process and technology expertise and support to nursing and support staff
  • Enjoys working in a fast paced environment and must be able to adapt quickly to change while executing efficiently
  • 2+ years Management, Supervisory, and/or Leadership background
  • 2+ years’ experience in the health care industry including clinical experience, Medicare/Medicaid, insurance, health promotion, and operations
  • Licensed Registered Nurse
  • Intermediate computer proficiency (Microsoft Word, Outlook, and Internet with Excel being a plus!)
  • Ability to work flexible hours, Monday – Friday, to support the inbound supervisor line between the hours of 7am - 8 pm CST
  • Remains optimistic, upbeat, and enthusiastic in times of challenge and constant change
  • Previous call center experience is a plus
  • Prior experience growing and developing staff
  • Demonstrated ability with developing strategic plans, attaining goals, driving performance, and achieving targets
  • Self - directed worker
  • Team building skills
  • Leadership and mentoring skills

Temporary Call Center Administrator Resume Examples & Samples

  • These positions will include shifts which cover center hours from 7am to 11pm Monday through Friday and 9am and 5pm on Saturday and Sunday
  • Provide complete documentation of issues handled
  • Responsible for staying current on issues that impact our internal customers and competent by continually referring to and utilizing support resources
  • Experience working with a Mac is preferred, but not required
  • Analyzes business and user needs, documenting requirements and revising existing system logics as necessary
  • Prepares detailed functional and technical specifications from which programs will be written
  • Conducts studies pertaining to development of new information systems to meet current and projected business needs
  • Supports in the preparation of project-phase plans, implementation schedules, and cost benefit estimates
  • Supports in the monitoring of implementation progress for compliance with budget and time constraints
  • Ensures data quality and integrity across data specific application implementations
  • Functions as a liaison between the client, community, and internal IT and/or external software vendors to develop system solutions to processing systems or business problems

Technical Call Center Particle Counting Senior Customer Technical Specialist Requisition Resume Examples & Samples

  • Experience in a bio-research, industrial, or clean room environment
  • The ability to troubleshoot and apply a logical decision making process towards resolution of hardware, software, and methodology related problems
  • Experience in operating any or a variety of Beckman Coulter/Hach instrumentation such as Met One Air Counters or HIAC Liquid Counters
  • Good understanding of teamwork and good customer service skills
  • Adheres to technical standards and established system models and data models
  • Advanced computer operation skills and Microsoft Windows/Office Suite applications

Call Center Reservations Agent Resume Examples & Samples

  • Handles guests in the most courteous and efficient manner while responding to guest inquiries or concerns regarding the guest experience
  • Anticipates guest needs and/or engages guest to capture all possible up-sell and cross-sell opportunities, and recommends appropriate solutions to the particular guest interaction to maximize these increased revenue opportunities
  • Provides guest experience that meets or exceeds applicable industry rating standards (Forbes, AAA, Zagat, etc.), in addition to meeting established Contact Center standards for service excellence (i.e. Quality, Not Ready, conversion, etc.)
  • Inputs guest information into unified desktop (GUI) computer system, ensuring maximum data integrity and accuracy
  • Secures and processes advance deposits when making guest reservations
  • Gives accurate directions to the resort and local attractions. Answers guest questions about local restaurants and attractions
  • Makes necessary courtesy calls and follow up calls to all guest's issues. Coordinate with all other departments to ensure a smooth response to guest requests
  • Perform all other job related duties as requested
  • At least 3 years of customer service experience
  • At least be able to type no less than 35 WPM
  • Ability to identify problems and situations, refer to applicable policies and guidelines, identify practical options and recommend appropriate courses of action
  • Ability to listen and understand customer. Anticipate customer needs. Ability to get positive results in adverse situations. Ability to maintain excellent guest service
  • Ability to code, process, store, and track records and information accurately, efficiently and effectively, in a timely manner, and in accordance with policies and procedures to facilitate efficient search and retrieval, while maintaining confidentiality
  • Ability to use standard computer programs such as word processor, intranet, e-mail to efficiently access, enter and retrieve data or information
  • Ability to effectively sell by possessing the skill in effective and persuasive interpersonal styles/methods of communication to obtain customer acceptance for the purchase of services
  • Working knowledge of Customer Support Policies, Standards and Procedures; Familiarity with organization's policies, standards and procedures guiding customer interactions
  • Working knowledge of practices, tools, and techniques for communicating with a customer
  • Have interpersonal skills to deal effectively with all business contacts
  • Basic Knowledge of Windows-based computer applications
  • Able to effectively communicate in English, in both written and oral forms

RN Call Center Resume Examples & Samples

  • MN Licensed RN
  • 2 years of clinical RN experience demonstrating solid assessment skills
  • Must have computer skill level that will enable applicant to document in electronic medical record and schedule appointments
  • Excellent listening and assessment skills
  • Applies new methods for troubleshooting system concepts and theories
  • BS or BA in Business Administration, Communications or Computer Science or at least 8 years of related work experience
  • Must have clear, concise written and verbal communication skills

Call Center Outbound Resume Examples & Samples

  • Proactively contacts prospective service providers via outbound phone calls and/or email in order to communicate the benefits of joining the SPN network
  • Interacts with service providers and to encourage completion of SPN application requirements and track and manage the provider SPN membership through to its completion
  • Reviews individual application progress, monitors applications for critical qualifications, credentials or certifications and contacts applicants to advise them on requirements, status, and procedures, as applicable through the use of documents, reporting and data in various databases
  • Reviews customer requests in specific geographic areas and for specific product types; identifies service provider gaps and provide feedback to business leaders on replenishment strategies for the purposes of meeting the requirements of the SPN
  • 2+ years sales and customer service experience required
  • Ability to exercise independent judgment, interpret reports and identify trends, and research complex issues
  • Excellent keyboard familiarity and data entry skills
  • Computer skills, including proficiency using the Internet and Microsoft Office applications
  • Strong verbal, written and telephone communication skills
  • Clear speaking voice, with a good command of the English language
  • Ability to perform multiple tasks with strong attention to detail
  • Ability to periodically work flexible schedules based on business needs
  • Ability to maintain a professional image at all times
  • Frequent sitting, some standing and walking, bending and reaching as necessary
  • Some college or Associate degree
  • Telemarketing, Sales, or Recruiting Experience
  • Bilingual (Spanish)
  • Customer Service and recruiting or sales experience
  • General administrative duties experience

Asia Pacific Call Center Intern Resume Examples & Samples

  • Follow up on international account leads, missing information, W-8BEN updates, and initial deposits
  • Set up international new accounts
  • Process, file and scan existing and new accounts paperwork
  • Assist in processing account maintenance requests, including account updates, fund deposits and withdraws
  • Follow up on undeliverable emails and returned mail
  • Answer incoming calls and instant messages, or emails regarding new account applications, account maintenance or other inquiries as authorized
  • Must be able to speak, read, and type in English and Chinese (Mandarin required, Cantonese a plus)
  • Quick and accurate data entry and typing skills in English and Chinese
  • Excellent attention to details
  • Ability to use multi-line phone system
  • Ability to follow instructions
  • Currently enrolled in an undergraduate program and attend classes at a local college or university with interests in business and financial services
  • Support customer questions, technical, billing, etc via phone and email
  • Assist our customers in troubleshooting realtor.com® and other products and services offered by Move™
  • Data entry into proprietary data bases
  • Must have working knowledge in various computer application; i.e. Microsoft Office, GMAIL, Internet Explorer, Instant Messenger and Chrome
  • Must have High school diploma or equivalent
  • Minimum one year of customer service experience (retail, food service industry, etc.)
  • Basic computer skills (Windows based programs, Microsoft Office and Email)
  • Must have understanding of internet navigation and tools
  • *This is a work from home position after training has been completed, contingent on meeting all standard quality and performance criteria.***
  • We are an inbound call center open 24/7 including holidays
  • Assesses and triages immediate health concerns
  • Identifies problems or gaps in care offering opportunity for intervention
  • Coordinates services and referrals to health programs
  • Prepares individuals for physician visits
  • Manages utilization through education
  • Special projects, initiatives, and other job duties as assigned
  • Active, unrestricted RN license in the state of Missouri
  • 2+ years of experience in any clinical setting
  • Highly organized, self-directed worker with an ability to function in high volume environment
  • Proficient level of experience with Microsoft Office applications, and strong technical aptitude
  • Must live within a commutable distance of our Greensboro office location (50 minutes or 50 miles)
  • Ability to work evening shifts on a rotating schedule including weekends
  • Ability to work Monday - Friday during daytime hours for first 3-6 weeks for training
  • Previous experience working with the geriatric population
  • Home health experience
  • Triage experience
  • Case management experience
  • Bilingual skills - fluency in Spanish/English is highly desired
  • Adheres to the Tenet HIPAA Compliance Plan and the Privacy Standards Confidentiality Agreement
  • Direct patient to proper exam/treatment room; prepare patients for examinations and other procedures, complete H&Ps and take vitals
  • Assist physician with procedures as directed, when necessary, remove sutures and apply steri-strips, collect, label and document specimens and transport to laboratory for frozen sections, log all biopsy results; send copy to appropriate physician. Mix medications, give injections and is competent with IVs
  • Instruct patients in all appropriate procedures
  • Maintain, clean and/or sterilize medical equipment and instruments
  • Utilize electronic health record for patient work-ups and tasks assigned
  • Order and maintain inventories of supplies; set up stock areas for daily use; clean exam rooms between patient visits
  • Evaluate daily schedules to accommodate patient flow; obtain necessary charts and charge tickets
  • Post test results and physician dictation in patient charts; complete charge tickets, if necessary
  • Receive chart requests and arrange transfer to other clinic departments
  • Knowledge of third party payers regulations and requirements
  • Knowledge of ICD-9 and ICD – 10 CPT codes
  • Skill in exercising a high degree of initiative, judgment, discretion, and decision-making to achieve organizational objectives
  • Skill in establishing and maintaining effective working relationships with employees, policy-making bodies, third-party payers, patients, and the public
  • Skill in organizing work, making assignments, and achieving goals and objectives
  • Ability to read, interpret, and apply policies and procedures

Telephone Triage Rn-fort Myers Call Center Resume Examples & Samples

  • Associate or Bachelor's degree required
  • 3+ years nursing experience required
  • RN licensure in the state of residency required, other licensure may be required based on business need

Assessment Clinician Psych Call Center Days Resume Examples & Samples

  • Provides crisis assessment and intervention for persons of all ages. These assessments may be conducted in EDS, and other locations as directed by the Compass Call Center
  • Coordinate the patient's course of treatment with the doctor, hospital staff and the Compass Call Center
  • MSW or Master's Degree in a relevant clinical behavioral sciences field (social work, counseling, psychology, etc.) OR RN from an accredited university
  • Current Missouri and/or Kansas licensure or eligibility within 90 days of hire as a , LCSW, LSCSW, PLPC, LPC, LMFT, LMSW or RN
  • Working knowledge of the DSM preferred
  • Demonstrated knowledge or training in the developmental and emotional needs of patients of all ages

Call Center Scheduling Analyst Intermediate Resume Examples & Samples

  • Develops hourly, daily, weekly and monthly historical reports from the automated call distribution and PC based contact management systems. Presents trend reports to management to assist in organizational development
  • Designs and utilizes survey/reports to monitor and assess service center performance
  • Develops and maintains user profiles/I.D.s. for the customer service representatives in the ACD and Contact Management systems (for skill based routing and scheduling purposes)
  • Administrator of the Workforce Management System to forecast and produce schedules and show adherence for Customer Service Representatives for the Call Center
  • Identifies changes in operations, budgets, quality of services or practices. Defines problems/issues; proposes and discusses solutions with appropriate parties. Determines need for automated data analysis and/or research project to assess current systems/procedures and develops new tools for data collection

Specialist, Technical Call Center Resume Examples & Samples

  • Maintains high standards of professionalism and integrity
  • Demonstrates strong organizational skills and time management skills
  • Has a positive attitude and great customer service skills
  • Must be flexible and adaptable – ability to complete a task under one role and immediately shift to another role within the job family
  • Prioritizes work effectively, handles multiple tasks efficiently, and seeks assistance with task management as appropriate
  • Demonstrates working knowledge of business processes and product/service features offered
  • Interprets and applies systems knowledge and tools to manage customer requests
  • Coordinates problem resolution with team and other departments
  • Effectively offers internal and external customers alternative solutions based on available tools and information
  • Works with moderate supervision/guidance and is accountable for individual results that impact the team
  • Proactively communicates and proposes innovative solutions to management
  • Applies developed knowledge and skills in own area with opportunity in acquiring/expanding higher level skills
  • BS or BA in Bus Admin, Communications or Computer Science or at least 6 years of related work experience
  • Strong written and verbal communication skills and customer focus

Call Center / Customer Service Resume Examples & Samples

  • Document customer interactions information within the client , strengthening the link between the customer and the factory
  • Build a professional relationship with customers to increase loyalty in the client products
  • Ability to maintain professionalism with composure and resilience
  • Resolve less common customer issues through a broad understanding of client processes, systems, and practices
  • Ability to work in a cross-functional organization, building relationships and managing conflict with customer
  • Ability to escalate internally and externally as required providing documentation throughout process
  • Willingness to share information by providing assistance to peers while having openness to learning and contributing to the development of a positive work environment within Customer Care
  • Support contact center quality improvements and response targets
  • Effective time management skills
  • Ability to be flexible with time constraints and scheduling if applicableSearch Jobs US

Call Center Chat / Email Specialist Resume Examples & Samples

  • Receive and process customer inquiries through the mediums of chat, email and telephone in a professional and courteous manner based on current procedures
  • Perform all internet and telephone inquiry functions for all Business Units
  • Provide service to customers in a courteous, efficient manner with regard to account inquiries, comments, concerns and placement of orders
  • Offer customer-focused solutions supported by facts, knowledge and experience
  • As needed, engage in inbound and outbound selling activities to make sales and generate revenue
  • Offer specials, including but not limited to, CS Specials, TOPS, and favorite things
  • Identify customer need for additional SmileMakers/Fun365 product and offer appropriate suggestions for suitable items
  • Communicate all written responses to customers in an accurate manner using proper grammar, phrasing and spelling
  • Provide personalized customer service of the highest level and maintain all customer information confidential
  • Navigate websites for all Business Units providing shopping assistance and technical support to the customer
  • Assist customers with issues including, but not limited to orders, credits, refunds, expired prices, promotions, invoices, new accounts, return mailing labels, miscellaneous billing, and reships
  • Display professionalism with customers, peers and management
  • Receive and incorporate feedback to improve performance
  • Meet Department production standards
  • Work on special projects as needed, including but not limited to completing customer surveys and calling customers needing assistance
  • Respond to a fluctuating volume of email, fax orders and telephone calls
  • Abide by all policies and procedures of the Call Center Department and Oriental Trading Company
  • High School Diploma or equivalent combination of education and experience
  • SmileMakers and Fun365 Customer Service Agent training required
  • Requires the ability to accurately type 45 words per minute
  • Requires strong customer service skills with a solid overall understanding of SmileMakers and Fun365 products, procedures and order entry policies
  • Sound knowledge of telephone etiquette
  • Ability to multi-task and handle multiple projects

Medicare Secondary Payer Specialist GHP Call Center Resume Examples & Samples

  • Use analytical/critical thinking skills to determine the nature of phone calls, appeals, and correspondence, follow Standard Operating Procedures (SOPs) to achieve call/case resolution
  • Maintains complete accurate documentation of all customer interactions
  • Provide accurate and timely responses to queries
  • Escalate queries that are not routine or have special circumstances to supervisors in alignment with prescribed processes
  • Call Center experience or equivalent experience in managing a high call volume within an office environment required
  • Knowledge of HIPAA practices and experience in handling PHI preferred
  • Ability to operate a computer and work with PC based software programs is required, basic skills with Microsoft Office Suite of tools including MS Word and Outlook are required, MS Excel is desired
  • Ability to multitask in a deadline-driven work environment, using multiple systems at a given time
  • Demonstrates responsiveness and a sense of urgency when dealing with customers
  • Time management skills and ability to adhere to a structured work schedule
  • Preference for candidates fluent in Spanish and English languages (both verbal and written)

Call Center Service Rep Resume Examples & Samples

  • Answer customer requests (primarily over the phone) by accessing information in multiple systems (knowledgebase, desktop procedures, case studies and other reference systems)
  • Resolve customer requests/issues by researching and taking additional steps as required. Route/refer cases for advanced support. Total ownership of case from inception to completion
  • Partners with Leads, Managers, Payroll, HR Business Partners, and other stakeholders to successfully resolve problems or answer questions in a timely manner
  • Document customer issues, research, and actions taken into the case management system
  • Process transactions by collecting required information or backup documentation, including probing for additional information if unclear, performing data entry, mailing out requested documents, etc
  • Perform back-office transaction processing (non-phone work) in support of HR functions. Transactions include reconciliation, data entry, mailing, filing, answering correspondence, and sorting and routing incoming mail
  • High School diploma with at least 4 years additional education and/or experience
  • Must be able to abide by the assigned work schedule and work a variety of shifts to support business needs
  • Previous experience interacting with customers in a service environment required
  • Proven customer service, problem solving and technology skills
  • Proficient in MS Office applications – Word, Excel, PowerPoint
  • Ability to type a minimum of 45 wpm
  • Experience using ACD or telephony systems
  • Experience using case management systems
  • Understanding of databases and/or reference systems
  • Communicate clearly and effectively (written and verbal)
  • Effective listening and reading comprehension skills
  • Knowledge of Human Resources and/or Shared Services practices
  • General knowledge of LOA (Leave of Absence)
  • General knowledge of Payroll and Timekeeping
  • General knowledge of Travel Services and Travel concepts
  • 6+ years experience in supervising and managing a customer support/service/call center operation
  • Passion for stellar customer service and serving customers
  • Ability to solve issues and maintain positive relationships
  • Strong computer and typing skills
  • Ability to effectively manage time, establish priorities and handle tasks

Call Center Engagement Specialist Resume Examples & Samples

  • Respond to incoming provider and enrollee calls
  • Resolve customer service inquiries which could include
  • Enter notifications, Providers status of an existing notification and determining if notification is required
  • Provide excellent customer service to both providers and enrollees
  • Constantly meet established productivity, schedule adherence, and quality standards while maintaining good attendance
  • 1 + year of Call Center Experience
  • Previous experience working with Microsoft Office Outlook, Word and Excel
  • Must be able to work early mornings, evening and Saturday hours when necessary
  • Strong Computer Skills - including the ability to navigate and troubleshoot with ease
  • Demonstrates working knowledge of system concepts and theories and how they are used in customers' businesses
  • Identifies and resolves common systems issues
  • Ability to effectively manage multiple tasks at a time, prioritize as necessary so that all clients receive the highest level of customer service

Call Center Routing Screening Professional Resume Examples & Samples

  • Experience working in a call center, call center support, PM or quality related work
  • CSSC/BSC experience is a plus
  • Strong understanding of call center processes
  • Strong listening and written/oral communication skills
  • Strong attendance is key to success and necessary to meet objectives
  • Must have ability to work independently and in team environment
  • Accuracy in monitoring is critical to this position
  • Maintains a desire to improve overall customer experience
  • Assists in preparing detailed specifications from which programs will be written
  • Analyzes problems, identifies the application area with the issues, and supports the technical teams in resolving them
  • Assists in the analysis of business and user needs, documenting requirements and revising existing system logic
  • Develops and maintains System and Process flow diagrams
  • Supports the testing of the systems to ensure that the requirements are met
  • Provides reports/data to more experienced Analysts for determining system integrity
  • 2-3 years of WFM analytical experience or the equivalent
  • Understands forecasts and staffing models
  • Budget forecasting, trend forecasting and/or variance analysis knowledge
  • Aptitude for quickly learning new systems and processes
  • Must be available to work an 8 hour shift Monday-Friday between the hours of 9 am.-5:30 p.m
  • Comprehensive knowledge of Microsoft Word and Excel
  • Must have availability to work overtime as needed based on business needs during the peak season (January through March)
  • Prior experience in the banking or finance field
  • Bachelor’s degree in Accounting or related field
  • Leads analysis of system reports and outcomes in order to determine system behavior, troubleshooting, and suggested improvements
  • Evaluate business requirements and provide feedback based on analysis of system reports and outputs
  • Serve as the liaison between business and systems analysts, developers and project management groups as it pertains to the results of system changes and behavior
  • Present and evaluate system functionality and results objectively and facilitate conflict resolution
  • 3+ years of experience system analysis and reporting
  • 3+ years’ experience with MS Project, Word, Excel, Visio, PowerPoint

Infrastructure Solution Engineer Call Center Technologies Resume Examples & Samples

  • 10+ years in infrastructure position or role where heavily involved in infrastructure implementations
  • 8+ years of call center technology architecture, solutions, or design experience
  • Mobile and Web chat, email, messaging, Webrtc integration a plus
  • Strong network skills including SIP, RTP, TCP, and UDP protocols
  • Telco carrier experience a plus
  • Deep knowledge of distributed Compute and Storage design
  • Knowledge of application deployment lifecycle
  • Knowledge of secure from the start design principles and practical experience in large scale systems design
  • Knowledge of database products and services (Oracle, SQL)
  • Knowledge of cloud based technologies
  • Experience with HA/SR design principles
  • Knowledge of application development practices and management of lower environments (DEV and UAT)
  • Very strong communications skills is a requirement
  • Experience with Call Center Technology third party vendors a plus
  • Service oriented
  • Technical and service-oriented
  • User support experience - an advantage (possible military experience)
  • Ability and verbal and guidance
  • Knowledge of operating systems
  • Knowledge of MS Office

Customer Service Supervisor, Call Center Resume Examples & Samples

  • Support and ensure your team provides superior service to customers; address customer issues and ensure effective and long-term problem resolution
  • Manage all third party escalations to Customer Support
  • Manage all store special orders and ensure they are being fulfilled accurately and in a timely manner
  • Process customer orders and changes according to company procedures
  • Build rapport with internal and external customer and interact with them in a warm, friendly and professional manner
  • Suggest new ways to solve customer problems and improve the customer experience
  • Prioritize call center responses and timeliness of follow-up based on urgency of call, and escalate unresolved issues in a timely manner
  • Resolve problems by clarifying issues; researching and exploring answers and alternative solutions, implementing solutions, fulfilling requests
  • Maintain call center database by ensuring third party time is maintained properly
  • Enhance organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to the organization
  • Maintaining an elevated customer experience
  • Achieve incremental revenue targets
  • Ensure all operational tasks of the order management system are completed daily; refunds, out of stocks, etc
  • Manage all Medallia escalations and responses within 24 hour of submission to achieve e-commerce NPS goal
  • Liaise / collaborate with all TR stakeholders (Marketing, Ecommerce, Stores, Merchandising, & Distribution)
  • 1-2 Years of experience managing a Call Center or retail store
  • Ability to coach and develop a team
  • A proven track record of providing exceptional customer service and teamwork
  • Strong computer skills and comfort in navigating multiple systems; proficient in Microsoft Office
  • A strong passion for the fashion industry and the True Religion brand; strong interest in learning about our business and products
  • Problem analysis and solving skills, demonstrating good judgment
  • Detail and customer service oriented
  • Will thrive in a fast-paced, high energy environment
  • Team oriented, ability to work with a diverse customer base, ability to negotiate; strong sales skills
  • Must be able to work flexible hours; schedules will vary
  • Strong customer focus and relationship building skills
  • High level of professionalism and integrity
  • Luxury retailer preferred

Call Center Technical Manager Resume Examples & Samples

  • 2 year degree or equivalent work experience
  • 3-5 years of management experience in a call center environment
  • 3+ years of experience in customer service voice, data, and internet. (Call center operations, installation, maintenance, or telecommunication circuitry) and/or related field operations
  • Proficiency in MS Word, Excel, Power Point, and Microsoft Outlook
  • Excellent interpersonal and relationship management skills
  • Critical thinking skills
  • Ability to work nights, weekend duty, on call, and extended hours as necessary
  • Highly developed analytical skills and oral/written presentation ability
  • 5+ years of management and operations experience in a technical support center or customer service call center operations environment
  • Strong time management and multi-tasking skills in a fast paced nonstop environment
  • Understanding of communication networking components (i.e., routers, LAN topology, Ethernet Network interface, etc.)
  • Responds to incoming facility inquiries via telephone, written, and electronic requests in a prompt and courteous manner
  • Handles inbound facility phone queue and provides first call problem resolution for Alere customers
  • Prepares standardized suite of facility reports including: Pipeline Reports, Encounters Reports, Business Reviews, Patient Rosters
  • Helps resolve service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; notifying the appropriate department for follow-up to ensure resolution
  • Escalates service issues internally and documents all complaints per corporate standards
  • Receives inquiries from other internal departments to resolve a variety of service related issues
  • Responds to customer service requests for prescription changes and prepares the required documents. Maintains order/customer information files and communicates changes to the appropriate personnel/departments
  • Handles outbound and inbound client correspondence to existing and new facilities or physicians, via telephone and e-mail, while providing superior Alere service
  • Maintains subject matter expertise and uses resources effectively regarding Alere Home Monitoring services
  • Educates clients on the process of obtaining complete documentation to appropriately prescribe patients for enrollment with Alere Home Monitoring services
  • Collaborates with Demand Creation team to ensure new sales leads are captured and routed appropriately
  • Takes inbound and makes outbound patient calls to confirm attendance at regional education and enrollment events
  • Captures, reports, and maintains accurate and relevant information in Salesforce.com database and patient records
  • Associate degree or equivalent with a minimum of three years relevant working experience
  • Ability to work both independently and as part of the team
  • Ability to multi-task and meet required deadlines
  • Ability to make critical decisions within company guidelines
  • Computer/Software Skills
  • High Degree of Professionalism
  • *This is a work from home position after training has been completed, contingent on meeting all standard quality and performance criteria. Must be able to work night shifts from 11pm-7am or 3pm-11pm Sunday-Thursday or Tuesday-Saturday.***
  • Active, unrestricted RN license in the state of Florida
  • Must live within a commutable distance of our Miami, FL office location (50 minutes or 50 miles)
  • Ability to work Monday - Friday during daytime hours for first 6 weeks for training
  • Bilingual skills (fluency in Spanish/English, both written and verbal)

Call Center Outbound Supervisor Resume Examples & Samples

  • Maintain a working knowledge of all current and active research studies in
  • Personable and willing to quickly build professional relationships
  • Ability to effectively communicate and positively influence performance of
  • In addition to meeting your production goals, there are the administrative needs such as consistent tracking, evaluation and explanation of employee performance reviews and discussions, including those that involve corrective action

Team Lead, Call Center Resume Examples & Samples

  • Monitors daily team performance, individual staff metrics, manages break times
  • Completes Call Observes for Quality. Motivates, coaches and develops technical and customer service skills of specialists
  • Resolves scanner issues in a timely and effective manner. Handles escalated calls/emails
  • Develops a positive team relationship by being supportive, visible and easily accessible on work floor
  • Immediately addresses and coaches unprofessional or non-constructive behavior situations that occur
  • Provides input to Manager regarding workload volume and staffing needs
  • Provides and proactively encourages daily motivation and recognition
  • Assists in taking phone calls or answering emails during peak periods or as needed
  • Maintains a high level of industry knowledge as related to the company, PSC, scanner equipment, methods of transmitting, call campaigns and the daily functions and operations of the work floor
  • Performs other duties as assigned by Manager
  • Proficient with various computer applications; knowledge of Windows and Microsoft Office and able to sit at a desk for extended periods of time
  • Customer Service, organizational, interpersonal, motivational skills and the ability
  • To interface with all levels of staff and management
  • Training/mentoring skills that focus on improving performance and morale
  • Managing multiple priorities in a fast paced environment and results oriented
  • Possesses a great attitude, professionalism, high level of energy, enthusiasm
  • High School Diploma or GED equivalent or related work experience

Clinical Manager of Call Center Services Resume Examples & Samples

  • *This position requires working evening/overnight shifts (3pm-11pm or 11pm-7am EST)***
  • Coordinates, supervises, and is accountable for the daily activities of business support, technical or production team or unit
  • Ability to collaborate with peers to improve service model performance
  • Develops plans to meet short term objectives
  • Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws
  • Will be responsible to take incoming escalated calls, therefore must have proven ability to de-escalate consumers and the flexibility to support the inbound supervisor line between the hours of 5pm - 7am EST as well as weekend shifts
  • Provides clinical expertise and support to nursing and support staff
  • Supports excellent employee performance by mentoring staff, encouraging staff development, and assist with team member Human Resource activities
  • Active, unrestricted RN license in your state of residence
  • 3+ years clinical experience (any setting)
  • 3+ years experience in a management, supervisory, and/or leadership role
  • Must be able to accommodate overnight, weekend, and holiday hours
  • Must reside in a location that can receive a UnitedHealth Group approved high speed internet connection or can leverage existing high-speed internet service
  • Previous experience in a telephonic role
  • A background in managed care
  • Certified Case Manager (CCM)
  • 3 year’s supervisory/leadership experience in a call center environment, strong Accounts Receivable knowledge - medical billing - reading and explaining EOB's and analytical skills, along with excellent verbal and written communication skills
  • Knowledge of call center technology and systems
  • Previous experience at balancing staff motivation with accountability
  • Assume responsibility for Time and Attendance functions (ie: maintaining attendance logs, entering missed punches, etc)
  • Complete midyear and annual performance appraisal documents for team
  • Adhere to call center late night schedule which includes working until 9:00pm each evening
  • Supervise and train departmental and support staff
  • Monitor adherence to departmental and company policies and procedures
  • Review daily time records and forward them to the time card approver
  • Operate the switchboard to provide customer service
  • Answer questions and connect internal and external callers with the appropriate individual or department
  • Handle escalated calls from Call Center staff
  • Log and report suspicious, nuisance or hostile calls to Security
  • Review Call Center statistics daily, meet with Management to discuss
  • Track staff vacations and leaves to ensure proper coverage
  • Maintain all departmental standards, practices and goals
  • 2 years of recent experience working as Supervisor in a Call Center or an environment with heavy incoming telephone calls
  • Must be dependable/reliable person with excellent attendance record
  • Must have exceptional customer service and communication skills
  • Perform all Supervisory and Operator functions in a positive, professional and service centric manner
  • Must be organized and continually providing updated reference material to staff
  • Ability to listen carefully and respond quickly and effectively
  • Able to learn and retain large amounts of general information about the company
  • Must ensure the adherence of company policies regarding privacy and confidentiality
  • Must be able to manage multiple telephone lines while referencing various materials
  • Must be able to work overtime with short notice

Call Center Receptionist Resume Examples & Samples

  • Candidate must have at least 1 year direct customer service contact experience, preferably in a medical facility
  • Previous computer experience in a windows environment required such as would be gained working daily with computers for a minimum of one (1) year
  • A knowledge of medical terminology and an understanding of health insurance guidelines are helpful
  • The ability to maintain excellent customer service and composure while taking repetitive calls throughout the day
  • The ability to deal with challenging telephone encounters, while providing excellent customer service
  • Ability to work in a dynamic, fast-paced environment utilizing good decision making skills
  • The ability to be positive and a good team player
  • Perform multiple tasks with a high level of accuracy and insure quality communication
  • Ability to learn and successfully utilize the electronic health record

Call Center Customer Care Representative Resume Examples & Samples

  • Provide telephone technical support to existing customers, including diagnosing and trouble-shooting software and hardware issues
  • Maintaining customers’ accounts and managing access to their respective products through our in-house system
  • Responding to billing inquiries and resolving customer complaints
  • Answering phones in a prompt, polite and friendly manner
  • Promoting and selling various solutions and services
  • Performing administration duties as needed
  • Must have high school diploma or equivalent
  • At least one year of customer service/technical support in call center environment
  • Professional phone manner, including patience, empathy and a knack for understanding customer needs
  • Excellent spoken English and verbal comprehension skills are essential
  • The ability to diagnose and troubleshoot software and hardware issues
  • Good working knowledge of operating systems (OS X, iOS, Windows and Android)
  • Industry-recognized computer certificate, diploma or degree preferred, but not required
  • Must be very willing to work in a heavy phone-based environment
  • Hours: Must be able to attend training Monday through Friday from 8:30am to 5:00pm for the first 3 weeks. Regular working hours are any 8 1/2 hour shift Monday through Friday, between 6 a.m. and 6 p.m. – Except holidays. No Nights or Weekends!
  • Competitive salary (plus monthly bonus incentive) and benefits including medical, dental, vision, 401(k), vacation and holidays

Call Center Unit Lead Resume Examples & Samples

  • Coordinate unit call center operations and activities
  • Monitor performance and provide feedback and coaching of staff to improve performance (perform QC evaluations)
  • Manage inbound and outbound calls that are routine in nature, answer inquiries by clarifying information; researching, locating, and providing relevant information
  • Follow procedures and scripts, using fundamental knowledge to navigate information systems and/or CRM system(s)
  • Assist team members in maintaining and collecting sensitive case documents to ensure service level standards are met, or exceeded; and monitor the training and process needs of staff to support customer needs
  • Work with Call Center Supervisor to schedule and organize personnel to effectively monitor call center coverage and production meets or exceeds quality standards
  • Meet Quality Assurance, production requirements, and other key performance metrics
  • Support and enforce call center expectations as well as departmental and corporate policies and procedures
  • Listen attentively to customer needs and concerns; demonstrate empathy
  • Track and escalate case issues, as needed
  • Performs other duties as may be assigned by management
  • Associates degree from an accredited college or university preferred
  • At least one (1) year of relevant experience required
  • Proficiency in Microsoft Office (Word and Excel)
  • Leadership and team interaction skills required
  • Experience working with culturally and linguistically diverse and disadvantaged populations in a courteous and effective manner
  • Must be able to navigate and efficiently use customer relationship management (CRM) systems
  • Excellent organizational, interpersonal, written, and verbal communication skills
  • Ability to perform comfortably in a fast-paced environment
  • Ability to work collectively and independently

Call Center Quality Associate Resume Examples & Samples

  • Performs daily quality audits of the call center and/or operations personnel, including the monitoring of inbound and/or outbound telephone calls and other correspondence
  • Conducts audits of the production activities of the assigned group (e.g., proof payment claims, credit returns, debit returns, rejects, etc.)
  • Provides accurate and timely quality monitoring reports on quality issues, performance measures, and/or call center representatives. Provides feedback to managers regarding areas for improvement and recommended educational opportunities for staff. May provide feedback directly to staff as required
  • Monitors the audit schedule to ensure compliance to the quality audit plan
  • Recommends policy and procedure changes or quality audit plan updates based on quality monitoring trends
  • Assists in the evaluation of quality audit disputes
  • Assists training specialists with updates to manuals and other job aids, and may assist with training as necessary
  • Consults with senior peers and/or management on non-complex projects to learn through experience
  • In-depth knowledge of the company's products, services and business operations
  • Knowledge of quality concepts, terminology, and objectives
  • Knowledge of MS Office (e.g., Word, Excel and Access) required
  • Thorough knowledge of the various call center areas and daily duties of personnel within the groups being audited
  • Proficiency in the online tools required for the position being audited
  • Excellent customer service, problem solving, organizational, and multi-tasking skills
  • Strong analytical skills and the ability to see trends and patterns in data

Call Center Merchant Services Supervisor Resume Examples & Samples

  • Monitors productivity of merchant service representatives and generates reports
  • Monitors individual, team and call center results to identify and act on both positive and negative performance trends to ensure attainment of revenue goals and performance targets
  • Monitors service calls to observe employee demeanor, technical accuracy and conformity to company policies
  • Answers questions and recommends corrective services to address merchant complaints
  • Provides communication and follow up to ensure representatives are fully informed of all new information related to products, procedures, merchant needs and company related issues, changes or actions
  • Determines work procedures, prepares work schedules and expedites workflow
  • Prepares weekly performance reports for frontline employees
  • Circulates the room periodically every day to listen to conversations and provide instructions
  • Remains available at all times for agents’ questions and concerns
  • Checks the wait time for customers on hold to make sure they are not waiting unreasonable lengths of time
  • Maintains call agent attendance records
  • Provides helpful feedback and positive communication to motivate call agents
  • Communicates any company policy and procedure changes to call agents
  • Must have excellent leadership and management skills
  • Must have superior written and verbal communication skills
  • Should have excellent problem solving and negotiation skills
  • Good organizational skills and attention to detail are essential
  • Must have good interpersonal and active listening skills
  • Exceptional customer / merchant service skills are a must
  • Must successfully pass a criminal background and consumer credit check
  • 24/7 shift flexibility
  • 2-year minimum supervisory experience

Mortgage Loan Origination Customer Call Center Resume Examples & Samples

  • High school education or equivalent work experience
  • Excellent team player
  • Daily, weekly, and monthly analysis of Key Performance Metrics, identify trends and key performance drivers
  • Root cause analysis, communication, development of job aids all centered on ACS, NPS, customer feedback
  • Develop district level team leader and associate ranking based on Key Metrics
  • Travel required- 20% spending two days a month meeting with Director and District Facilitation Manager
  • Assist in Team Leader development, support Call Center Managers in BtR auditing and feedback to Supervisors and Managers
  • Ensure accountability driven to associate level in every metric
  • Identify performance trends
  • Experience in a sales environment requiring weekly/monthly sales goals, highly desired AND/OR
  • Two years recent customer service experience with excellent job stability, required
  • Conducts proactive consultative needs analysis with new and existing customers including the development of client centric product solutions. They are experts in all TWC products, services and packages in order to support the needs of our customers
  • Answers inbound residential customer calls, covering a full range of Time Warner Cable services, including obtaining all information necessary for resolution of transactions. Calls must be handled in a timely and professional manner and in accordance with company policies and procedures
  • Achieves all sales standards set for the department by following the established departmental policies and procedures
  • Provides quality customer service over the phone, including information regarding products and services, billing, repair, collections and other types of inquiries
  • Maintains call and data entry (ICOMS/CSG) accuracy levels of 95% or better
  • Completes all other duties as assigned

Senior Manager Call Center & Assistant Branch Manager Resume Examples & Samples

  • Minimum of 5 years of leadership experience in managing and building high performing teams
  • Extensive knowledge of the Canadian investment industry, including financial products, markets, regulations and industry practices, typically acquired through extensive management experience within the on-line brokerage environment
  • Proven management and leadership skills, with solutions focus
  • Licensed with the IIROC as Supervisor ABM/BM
  • Completion of the CSC and CPH (Canadian Securities Course and Conduct and Practices Handbook)
  • Completion of the Branch Manager's Course
  • Completion of the Partner, Director and Officers exam an asset

Call Center Implementation Project Manager Resume Examples & Samples

  • Plans and coordinates all aspects of Call Center Implementation projects from initiation through delivery
  • Manages project initiation activities that include identifying contractual obligations, client or business needs and goals, existing situation, necessary contacts, and access to existing information as needed
  • Ensures requirements for internal projects align to operational standards. Develop alternate requirements or document exceptions as appropriate
  • Develops, defines and executes project plans, project scope, activities, schedules, budgets and deliverables
  • Identifies needed resources for projects, defines and assigns major project roles
  • Coordinates activities and tasks among project team members, other internal departments and client or vendor/subcontractor organizations as needed to meet project goals and ensure project completion is on schedule, within budget constraints, and of the appropriate quality standards for the project scope
  • Assigns and monitors work of project team, providing analytical support and direction
  • Manages project risks, issues/problems, and activity progress to ensure project goals (e.g., deadline, scope and quality) are achieved. Assists with problem resolution or risk mitigation as needed
  • Delivers informational and decision-seeking presentations to business groups in FIS and/or in client organizations
  • Conducts project closure activities to formalize and communicate the project acceptance, handover documentation and ongoing activities to accountable teams and complete a post-implementation review to identify areas of improvement
  • May directly oversee employees assigned to manage specific project that have a distinct beginning and end. Selects, develops and evaluates personnel to ensure the efficient operation of the function
  • Identifies project management coordination gaps or areas for improvement, recommends and implements solutions
  • Performs additional related duties as assigned
  • Extensive knowledge of project management standards, processes, procedures and guidelines
  • Knowledge of the industry project management best practices (i.e., Project Management Body of Knowledge - PMBOK)
  • Knowledge of standards relevant to the financial services industry (e.g., ISO, Six Sigma)
  • General familiarity with call center applications, including call flows
  • Strong work ethic, dependability and flexibility are required
  • Strong computer skills including MS, Excel, Word and Access
  • Strong interpersonal and relationship management skills
  • Ability to work productively in a fast-paced operations center environment
  • Ability to communicate effectively with associates and all levels of management
  • Knowledge of financial services industry
  • Advanced skill in the use of project management software to manage projects (e.g., MS Project and auxiliary tools, such as earned value database, audit tools, project repository, including risk, issues and action items database, SLIM Estimate, Metrics and Control, PlanView, Platinum Process Continuum)
  • Demonstrated skill in managing project budgets and timelines
  • Skill in the use of negotiation techniques to reach agreement when there are widely-differing viewpoints
  • Excellent analysis, problem-solving, team, conflict management and time management skills
  • Ability to interact effectively with executive level clients
  • Ability to set clear expectations, manage team performance and build high morale among team members
  • Ability to maintain confidentiality and carry out assignments that are sensitive in nature
  • Ensures the quality of Customer Service by monitoring, coaching and providing feedback
  • Handles escalated customer issues
  • Acknowledges performance through recognition, which may include team incentive programs with expected and actual results
  • Monitors all team member activities including attendance, paid time off (PTO), training, and unpaid time off
  • Manages adherence to Sears personnel policies, taking disciplinary actions when needed and documenting actions taken
  • Provides an environment of open communication with all team members
  • "Develops and maintains positive and professional relationships with senior management, peers and subordinates"
  • Performs supervisory responsibilities, including, but not limited to: making employment decisions regarding hiring, promoting, demoting, and terminating; conducting performance appraisals; and coaching and developing associates

Medical Call Center Telecommunications Agent Resume Examples & Samples

  • Work requires the interpersonal skills and a customer service orientation necessary to answer calls, relay messages and communicate effectively with internal and external callers in a tactful and respectful manner. Use a calm, tactful demeanor and appropriate communications during sensitive, emotional and crisis situations. Also requires the ability to appropriately handle angry and/or distressed callers
  • Work requires strong communications skills, a pleasant friendly voice, and a professional appearance in representing the IS Telecommunications Department to medical staff, patients and the public. Also requires the ability to perform as a team member and work under pressure
  • Work requires the ability to exercise critical thinking skills and the analytical ability necessary to initiate procedures for emergency situations, such as fire, medical emergencies, disaster drills, and security and maintenance emergencies; as well as the ability to multitask in a fast-paced work environment
  • Work requires the availability to work all shifts, including in inclement weather, travel between multiple facilities as necessary; therefore requires reliable transportation. Employee will be required to rotate on call after hours and weekends. Individual must work with little or no supervision
  • Requires computer knowledge and the ability to utilize software applications such as Microsoft Outlook, Microsoft Word and Internet Explorer, and additional software programs as implemented. Also must be able to multitask between various software applications

Associate, Will Call Center Resume Examples & Samples

  • Determine requirements by working with customers
  • Answer inquiries by clarifying desired information and providing information to customers
  • Resolve problems by clarifying issues
  • Fulfill requests by clarifying desired information
  • Maintain Call Center storage by entering information
  • Keep equipment operational by following established procedures
  • Update databases and provide reports to management as needed
  • Attend, follow up and resolve customer complaints and questions
  • Coordinate package distribution (receiving, recording, returns)
  • Assist in processing orders for customers
  • Maintain inventory management (keep track, prevent loss, theft or damage etc)
  • Other duties, responsibilities, and qualifications may be required and/or assigned as necessary

Call Center Representatives Resume Examples & Samples

  • Flexible Schedules
  • Personable and willing to quickly build professional relationships over the phone
  • Able to explain difficult concepts in simple terms

Call Center Jobs Dallas Resume Examples & Samples

  • Persuade reluctant respondents to participate in surveys and diaries
  • Type of shift: Multiple shifts (Primarily PM)
  • Flexible Schedules: 4-6 Hours/Day (PT)

Call Center Reprenstative Resume Examples & Samples

  • Responds to basic, multiple customer inquiries and requests
  • Minimum of 2 years of Call Center experience
  • Life insurance experience preferred

Call Center Coaching Specialist Resume Examples & Samples

  • Conducts quality review of Customer Care call content within functionally specific units to ensure quality service goals and standards are met and/or identify areas where improvement can be achieved
  • Audits representatives' inbound and/or outbound phone calls and/or correspondence, observing performance, techniques, and application of guidelines and procedures
  • Verifies that representatives are providing up-to-date information, following current processes, and communicating effectively to callers
  • Coordinates with department Team Leaders and Managers or designee to ensure appropriate numbers of coaching sessions are performed for each phone representative and to ensure representatives' availability during audit periods
  • Evaluates and records the quality and performance during each call
  • Summarizes findings and recommendations and forwards to supervisor to use in performance assessments and promotional decisions
  • Provides feedback on uniform application of guidelines and procedures
  • Provides critical data used to generate weekly or monthly reports on the performance of phone or email representatives
  • Identifies adverse performance trends and patterns both on individuals and group levels
  • Provides input and assists with the development of additional training or policy and procedure changes that may be required to enhance service productivity
  • Provides coaching, advice and guidance based on audit findings, and delivers performance feedback to associates as outlined in business unit's policies and procedures
  • Work with Customer Service management team to create a positive work environment conducive to CSR retention and job satisfaction
  • Mentors newly hired representatives to ensure a smooth transition from learning environment to daily production environment and may participate in providing formal training
  • In periods of excessive call volume, assists by taking inbound customer calls, handling customer emails or assisting with escalation
  • Participates in meetings and presentations or other designated special projects as assigned by department management
  • Maintains a comprehensive working knowledge of polices, procedure, and benefits across all product lines
  • Recommends job aides and other tools to assist representatives in improving overall quality of interactions
  • Read, analyze and interpret common company publications, policy and procedure documents
  • Identify trends based on call types
  • Heavily monitor and provide feedback on new product launches for both rep performance and process improvements
  • Communicate clearly and effectively, orally and in writing
  • Self-motivation, as well as the ability to work in a team environment
  • Demonstrate initiative and work independently with minimal supervision
  • Adapt, with minimal or no advanced notice, to changes in operations, products and work assignment or procedures
  • Proven success in call center coaching/mentoring
  • Ability to proficiently use all MS Office products
  • Training development experience is a plus
  • Plan and organize work to insure organizational and program goals are achieved
  • Demonstrate cultural awareness and sensitivity in a variety of contexts
  • Think proactively, anticipate and identify problems, gather information/data to analyze situations, and develop effective recommendations and solutions
  • Ability to speak English and Spanish preferred
  • Cannot be under any current active corrective actions

Referral Coodinator for Houston Call Center Resume Examples & Samples

  • Coordinate scheduling of office visits for the referred patient
  • Obtains pre-authorization from payers
  • Knowledge of documentation required for physician appointments

RN / Triage / Weekender / Call Center Resume Examples & Samples

  • Collects data pertinent to the healthcare consumer�s health or the situation
  • Analyzes the assessment data to determine nursing diagnoses or issues
  • Identifies expected outcomes for a plan individualized to the healthcare consumer or the situation
  • Develops a plan that prescribes strategies and alternatives to attain expected outcomes
  • Implements the identified plan, coordinates care delivery, and employs strategies to promote health and a safe environment
  • Evaluates progress toward attainment of outcomes
  • Practices ethically
  • Delegates elements of care to appropriate healthcare workers in accordance with any applicable legal or policy parameters or principles
  • Promotes shared governance, or facility decision making activities, developing and nurturing research to positively affect clinical outcomes and promotion
  • Attains knowledge and competence that reflects current nursing practice
  • Integrates evidence and research findings into practice
  • Contributes to quality nursing practice
  • Communicates effectively in a variety of formats in all areas of practice
  • Demonstrates leadership in the professional practice setting and the profession
  • Collaborates with healthcare consumer, family, and others in the conduct of nursing practice
  • Evaluates her or his own nursing practice in relation to professional practice standards and guidelines, relevant statutes, rules and regulations
  • Utilizes appropriate resources to plan and provide nursing services that are safe, effective, and financially responsible
  • Practices in an environmentally safe and healthy manner

Agent, Techical Call Center Resume Examples & Samples

  • Demonstrates both depth and breadth of knowledge of multiple systems and products and how they are used in customers' businesses
  • Diagnoses and supports complex system and device problems/issues
  • Coordinates problem resolution and escalation process
  • Acts as team lead, informing and educating other team members about system and device resolution techniques
  • BS or BA in Bus Amin, Communications or Computer Science or 4 years of proven work experience
  • 1-2 years as a senior agent or senior coordinator in a call center environment
  • Displays patience and tolerance and interacts effectively with all levels of internal and external staff in problem solving and stressful situations
  • Knowledge, skills & abilities
  • Knowledge of CPT codes, medical terminology, insurance plans, and ICD 10 codes
  • Thorough understanding of billing and collections requirements
  • Understanding of the different payer plans and good understanding of A/R
  • Ability to multi-task and adapt to a fast-paced, dynamic environment
  • Must be analytical, detailed, and organized
  • Must be customer and patient centric
  • Professional demeanor with excellent communication skills and telephone etiquette
  • College degree or equivalent experience is a plus
  • Minimum experience
  • 3+ years experience in a call center environment
  • 3+ years experience in genetic billing preferred, especially in a clinical laboratory

Call Center Operation Manager Resume Examples & Samples

  • Reviews performance against targets through periodic governance meetings. Report performance against plans. Provide approvals and guidance as needed for the appropriate improvement plans
  • Supervise the team captains; provide strong leadership and motivation to ensure achievement of performance objectives. Ensure accurate & timely execution of customer service contact center activities and productivity and quality standards are consistently achieved. Ensure also that the team captains provide appropriate coaching to the staff, focusing specifically on performance feedback
  • Takes charge of hiring and termination, reward and recognition performance management, discipline and termination practices. Ensures fair and equitable treatment of staff including interpreting and adhering to Employment agreements and all other policies, including Privacy Legislation and Code of Conduct
  • Creates staff training and development plans to ensure customers receive professional and quality responses to requests, questions and to enhance employee retention
  • Supervises the effective utilization of staff. Monitors idle time within and across teams. Is responsible in ensuring collaborative teamwork is practiced and evident across the Centre. Ensure that work standards (schedule adherence, average work times, etc) are being met according to the expectations set for the teams
  • Work with internal and external stakeholders in resolving issues related to customer service operations activities
  • Collaborate with related departments regarding customer and business issues to promote positive interdepartmental relationships which foster excellent customer service
  • Monitor business processes through error tracking and performance reporting. Identify and implement process improvements as required
  • Manage and reduce costs on standard offerings, assets, technologies, licenses, facilities, subcontractors (where required)
  • Manage recruiting, staffing, pyramid mix, utilization, cost-to-serve, and capacity of staff to optimize balance between cost and delivery targets
  • Deliver efficiencies through standard processes and synergies
  • Implement standard service level agreement (SLA) and other financial/operational metrics
  • Resolve performance issues with delivery leadership
  • Formalize delivery plans for the service delivery operations(s) with service group delivery leadership
  • May develop supplier/vendor/sub-contractor strategy for service delivery operations
  • Minimum 4 years’ experience in a customer service contact center environment
  • Good analytical and planning skills
  • Strong leadership and sense of delivery ownership
  • Possess excellent organizational skills
  • Ability to motivate others and drive team retention
  • Ability to identify root causes of problems and implement continuous improvement initiatives
  • Ability to work in a fast-paced deadline driven environment
  • Ability to manage a team of multi-cultural agents in a fast paced environment
  • Proactive with a strong work ethic and eagerness to ‘go the extra mile&#8217
  • Resourcefulness and creative thinking
  • Proficiency in use of Microsoft Applications

Customer Call Center Prof Resume Examples & Samples

  • College Degree or equivalent experience; advanced studies/degree preferred
  • Typically has 2-4 years related experience
  • Working knowledge of the Loan Prospector (LP) Automated Underwriting engine
  • Knowledge of Agency Conforming Underwriting Guidelines
  • Business knowledge and thorough understanding of the primary and secondary mortgage markets, with primary concentration and relevant, recent experience in Loan Origination functions
  • Superior analytical, math and technical skills
  • Ability and desire to work in a structured, team oriented customer support environment
  • Must be able to type a minimum of 40 words per minute

Human Capital Management GS Bank Call Center Business Partner Resume Examples & Samples

  • Analytical mind-set and strong technical skillset – excellent quantitative skills, data analysis, and problem solving skills
  • Flexibility to work across a diverse range of projects (i.e. strong quantitative skills combined with aptitude for talent management initiatives) with different stakeholders (HCM and GS Bank clients)
  • Strong project manager who is highly organized with excellent attention to detail and follow through
  • Can work well under pressure, prioritize, multitask and operate autonomously in a deadline driven environment
  • Experience supporting a call center in a human resources capacity, understands the nuances of a call center population and can bring expertise to the role
  • Demonstrated client service and ability to build relationships across different levels, functions and regions
  • Results-oriented -- ability to balance multiple, time-sensitive projects while maintaining a longer term, strategic focus
  • Mature professional with strategic mindset and ability to think conceptually, influence stakeholders and drive excellent execution

Call Center Lead Resume Examples & Samples

  • Supervise the day to day activities of the call center operators
  • Must be Proficient with typing, Microsoft Word, Excel and Outlook
  • Ability to interact effectively and professionally, and provide exceptional customer service both internally and externally at all times
  • Must have strong administrative support experience and excellent communication skills
  • Must be able to multi-task in a fast paced environment
  • Must possess strong telephone etiquette, communications and organizational skills
  • Team player with exceptional interpersonal skills
  • At least 5 years’ experience working call center or similar customer service role is preferred
  • Experience managing direct reports in a call center environment preferred
  • High School Diploma/GED required; 2 or 4 year college degree in a related field preferred
  • Receives inbound retention calls from current customers, for sales and revenue generation, in a high-intensity call center environment
  • Utilizes proactive persuasive/retention skills to turn requests for disconnection or downgrade into sales and save opportunities by identifying customer needs
  • Responsible for achievement of monthly key performance metrics, call and order entry productivity standards, and call quality performance through utilization of persuasive skills, defined call flow structure, and adherence to provided schedule
  • Maintains a high level of professionalism and customer service during all customer interactions
  • Understands and promotes current marketing campaigns in order to sell to or save customers accurately and effectively
  • Maintains accurate records of retention activities on a daily basis
  • Provides outstanding customer service, troubleshoot and resolve service and minor technical problems for customers by asking appropriate questions
  • Accountable for compliance to company and department policies and ethical standards which include attendance and payroll processes
  • Resolve customer complaints and defuse situations calmly and courteously
  • Creatively negotiates pricing and bundling by making offers of credits and/or discounts according to Company guidelines
  • Excellent interpersonal skills to work effectively with teams throughout organization
  • Excellent ability to persuade others through indirect influence
  • Demonstrated ability to seek out and seize opportunities and take initiative with little or no direction
  • Demonstrated ability to establish collaborative customer relationships in a fast-paced environment
  • Demonstrated capacity to thrive in a high-change, often ambiguous business environment
  • 1+ years in a sales quota or retention environment
  • 2+ years of experience required in related field (i.e. Retail, Training, Indirect Sales, etc.)

Supervisor Reno Call Center Resume Examples & Samples

  • Ensures that the data collection is of the highest quality
  •  Develops and implements strategies for measuring data collection work product quality
  •  Manages the activities of staff assigned to the telephone center
  •  Deliver timely and reliable reports of the activities of the telephone center as requested
  •  Provides written and verbal evaluations to members of their team
  •  Acts as an advisory figure to guide associates toward success
  •  Motivates team members to exceed production goals while maintaining data integrity
  •  Projects enthusiasm for the company and maintains positive interactions with others
  •  Performs other duties as required
  • Hands-on supervisory experience, preferably in a research environment
  •  Knowledge of the market research industry
  •  Excellent communication skills, both written and oral
  •  High degree of technical proficiency
  •  Proven organizational skills
  •  Demonstrates flexibility with regards to schedule and duties
  •  Excellent interpersonal skills required
  •  Ability to make decisions/solve problems independently following general policies
  •  Ability to work effectively with all levels of staff and with clients
  •  Ability to use creativity/initiative to enhance efficiencies and quality of phone center
  •  Demonstrates a professional and positive attitude
  • 3 months Telephone Interviewer experience

CSR With Call Center Experience Resume Examples & Samples

  • Respond to and resolve on the first call, customer service inquires and issues by identifying the topic and type of assistance the caller needs such as benefits, eligibility and claims, financial spending accounts and correspondence
  • Help guide and educate customers about the fundamentals and benefits of consumer-driven health care topics to include managing their health and well-being by selecting the best benefit plan options, maximizing the value of their health plan benefits and choosing a quality care provider
  • Assist customers in navigating myuhc.com and other UnitedHealth Group websites and encourage and reassure them to become self-sufficient
  • Demonstrated ability to listen skillfully, collect relevant information, determine immediate requests and identify the current and future needs of the member
  • All new hires will be required to successful complete the UnitedHealthcare Operations Customer Service Advocate training classes and demonstrate proficiency of the material
  • Health care experience preferred
  • Associate degree or higher preferred

Patient Service Rep-endocrinology Call Center Resume Examples & Samples

  • Assists in the assessment of patient needs and health plan by taking vital signs, history, medication listing, assessing visual acuity and determining chief complaint. Assesses patients’ physical and mental status
  • Completes all necessary documentation in the patient’s medical record in accordance with practice’s charting policy
  • Prepares equipment and assists physicians with medical treatments, exams and medical procedures
  • Administers prescribed oral medications and gives intramuscular and subcutaneous and intradermal injections. Performs venipunctures, CLIA-Waived and non-CLIA Waived lab testing
  • Maintains a clean, orderly and safe environment for patients and visitors. This includes cleaning, sterilizing, and storing instruments in accordance with practice policies. Stocks rooms in preparation for the daily work schedule. Takes inventory of medical and exam room supplies
  • Complies with established personal protective equipment requirements necessary for protection against exposure to blood and other potentially infectious body fluids, chemical disinfectants, radiation, and other hazardous substances
  • Arranges for specialized consultations and appointments for testing as ordered by the physicians. Notifies appropriate insurance personnel to pre-certify surgeries or tests ordered by the physician or other health care provider, which require pre-certification by the insurance company
  • Answering office phones, assisting front desk in scheduling appointments and directing calls appropriately
  • Assists in checking out patients and assists them with referral processing and scheduling process
  • Assist in other functions of the physician practice as needed
  • Basic understanding of medical terminology
  • Knowledge of medical office procedures and process
  • Knowledge of clinical equipment, supplies, and instruments
  • Understanding of documentation required for physician office visits
  • Knowledge of the purposes, organization, and policies of the local community's health systems sufficient to interact with other health care providers
  • Knowledge of the policies and procedures of a clinic sufficient to provide effective patient care
  • Skill in problem solving
  • Skill in computer hardware and software use
  • Ability to obtain vital signs and record them correctly
  • Ability to use medical equipment, supplies and instruments
  • Ability to understand and carry out written, oral and/or graphic instructions
  • Ability to set priorities among multiple requests

Senior Director Call Center Resume Examples & Samples

  • Strategic and Critical Thinking skills
  • Direct Marketing Experience - develop, measure and execute and fulfillment of marketing campaigns
  • Strong experience with time share package
  • Strong Ability to execute
  • Strong workflow process skills
  • Strong understanding of call center environment
  • Ability to build relationships and work within a team environment for mutual success
  • Strong Excel modeling and analytical skills
  • Excellent interpersonal, writing and presentation skills
  • BA/BS/Bachelor’s Degree
  • 10+ years related experience
  • 10+ years of Management or supervisory experience
  • Analyzing complex strategic issues and defining executable business cases and plans as well as integrating best practices
  • Influencing and working successfully with varied audiences (senior leaders in the organization in multiple functions)
  • Developing relationships, generate respect and trust from many internal and external constituencies
  • Structuring and driving business processes/plans through complex, global organizations
  • Driving and exceeding Business Performance
  • Proven success in operations intensive environment
  • Works well in a multi-functional team environment, building consensus to attain common goals
  • Operational experience; multifaceted, proven ability to handle a diverse range of internal and external challenges and opportunities
  • Excellent verbal and written communication skills for internal communication with proven ability to build consensus and execute plans in a team environment
  • Excellent marketing, sales and management skills
  • MS/MS/Master’s Degree

Related Job Titles

call center manager resume sample

IMAGES

  1. Call Center Manager Resume Samples

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  2. Call Center Manager Resume Samples

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  3. Call Center Operations Manager Resume Samples

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  4. Call Center Manager Resume Samples

    call center manager resume sample

  5. Professional Call Center Manager Resume Example

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  6. Call Center Manager Resumes

    call center manager resume sample

VIDEO

  1. Project Manager Resume

  2. Critical KPIs for Call Center Success: Monitoring and Importance

  3. Demystifying Relationships Between Call Center Metrics

  4. 200K salary résumé hired by Microsoft! 👀

  5. Call Center Managers Learn How To Drive Call Center Performance

  6. Puts Gaming on His 📄 Makes 250k/Year

COMMENTS

  1. Call Center Manager Resume: Example and Writing Guide

    How to write a call center manager resume. Consider using these steps to help you write your call center resume: 1. Choose your format. Your resume's format is the style and order in which you list your sections, like your education, employment history and skills. There are three formats to choose from, a functional resume, a chronological ...

  2. Call Center Manager Resume Samples

    Call Center Manager Resume Examples & Samples. Develop a culture of providing outstanding customer service. Develop call volume and manpower requirements in conjunction with the Contact Center Director. Make necessary changes in the staffing schedule based on day of week, sales promotions and Aspect data.

  3. 3 Call Center Manager Resume Examples That Work in 2024

    3 Call Center Manager. Resume Examples That Work in 2024. Stephen Greet January 6, 2024. You oversee agents who handle customer calls and customer service issues, ensuring that each goal and metric is met or exceeded. You also hire and train new staff members and analyze call center statistics to identify areas for improvement.

  4. Call Center Manager Resume Examples for 2024

    To ensure your summary is tailored to the call center manager role, try using Targeted Resume to check if your resume includes the right skills and keywords for the job description. 2. Highlight your leadership and communication skills. As a call center manager, your ability to lead teams, communicate effectively, and problem-solve are crucial.

  5. 5 Call Center Manager Resume Examples & Guide for 2024

    The five (plus) definite sections your resume for a call center manager job should include are: Header with your headline, contact details, and/or a preview of your work. Summary (or objective) to pinpoint how your success aligns with the role. Experience with bullets of your most relevant achievements in the field.

  6. Call Center Operations Manager Resume Examples

    Call Center Operations Manager. 5/1/2010 - 11/1/2012. Company Name. City, State. Managed daily call center operations. Developed and implemented staff training and mentoring programs. Implemented customer quality procedures. Dealt with customer issues in a courteous manner. Ensured that rules of conduct were adhered to during each call.

  7. Call Center Manager Resume Sample

    Customer Service Call Center Manager. 04/2005 - 11/2011. Los Angeles, CA. Call center leadership experience. Manage and coordinate the activities of the team to efficiently manage the output of assigned tasks. Monitor the performance of team members by means of reports and observation. Accountable for team conduct and productivity.

  8. 2024 Call Center Manager Resume Example (+Guidance)

    Managed a call center budget of $2M, achieving a 10% cost savings through process improvements and vendor negotiations. Implemented new call center technologies, including chatbots and IVR systems, resulting in a 20% increase in call center efficiency and a 5% increase in customer satisfaction scores.

  9. Call Centre Manager Resume Examples & Samples for 2024

    Call Centre Manager Resume Examples. Call Centre Managers are responsible for assigning tasks to Call Center Representatives, motivating staff, ensuring quality and implementing various procedures. They may also need to make sure office equipment is in good condition and offer assistance to customers. Based on the most successful resume samples ...

  10. 8 Call Center Resume Samples & the Skills to Include [Templates]

    Take the time to proofread your resume thoroughly, and consider enlisting the help of a friend, colleague, or family member to review it before submission. 5. Strong Organizational Skills. Call center agents are required to keep a record of all customer interactions.

  11. Call Center Resume Examples & Best Skills for 2024

    Call Center Resume Job Description Examples—No Experience. Took phone orders and provided exemplary customer service as a Pizza Hut waiter. Received 3 F.A.S.T. awards for excellent customer comment scores. At Friedman Landscaping, spoke with customers on the phone, and resolved issues.

  12. Call Center Manager Resume Example & Guide

    Download our free guide and template. A Call Center Manager manages call center operations and teams. Below is a general job description from Payscale: A call center manager is responsible for ensuring their organization's call center operates effectively and efficiently at all times. They must maintain a high level of customer satisfaction ...

  13. Professional Call Center Manager Resume Example

    Call Center Manager Resume Example. By Nilda Melissa Diaz, CPRW, Career Advice Expert Last Updated: September 23, 2021. 123 Fake Street, City, State, Zip Code | H: 000-000-0000 | C: 000-000-0000 | [email protected] Summary Highly motivated and hard working professional with more than 10 years' experience in a call center environment, including ...

  14. Call Centre Manager Resume Samples

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

  15. 10 Call Centre Manager Resume Examples for 2024

    Call centre managers play a crucial role in ensuring effective customer service operations for businesses. The role requires technical expertise, knowledge of customer service processes, and management skills. When applying for a call centre manager position, a well-crafted resume can highlight the necessary skills, experience and education needed for the job. An effective call centre manager ...

  16. 8 Call Center Manager Resume Examples for 2024

    Use simple, clear job titles and words that match the call center field. For example, 'customer service' and 'team leadership' are good to include. Make sure your resume has keywords from the job description. If the job asks for experience with 'performance metrics,' you should use that exact term. Example #6.

  17. Call Center Manager Resume Sample & Tips

    HR- Approved Call Center Manager Resume templates. Stand out from the crowd and land your dream job! Resumes. Resume Examples; Resume Templates; Cover Letters; Career Blog ... call center manager: Resume Samples & Writing Guide. Nate Bailey 975 Alderwood Drive, Nuangola, PA 18707 [email protected] 720-552-3679.

  18. Call Center Manager Resume Example

    Call Center Manager. (555) 987-6543. [email protected]. Los Angeles, California. 1. Name: Your Professional Brand. Think of your name as your brand logo. It should be instantly recognizable and memorable. Ensure it's prominently placed in a clear, professional font.

  19. Call Center Manager Resume Examples and Templates

    Resume Examples; Call Center Manager; Call Center Manager. Resume ExamplesWriting a great . call center manager resume is important because it is one of the first things a potential employer will see when they are considering you for a position. It is your opportunity to make a good first impression and sell yourself as the best candidate for ...

  20. Call Center Operations Manager Resume Samples

    Prepares call center performance reports by collecting, analyzing, and summarizing data and trends. Maintenance programs; calling for repairs; evaluating and implementing upgrades. Planning and controlling implementations. Manage and develop a team of 7-10 Team Leads / Supervisors. Review operational reports with the Global Director of ...

  21. Call Center Manager Resume Samples

    Skills : Microsoft Office, Leadership, Call Center Management, Business Analysis, Coaching, Data Analysis, Database Management. Download Resume PDF. Build Free Resume. Description : Managed 40+ seat inbound call center handling 30,000 calls per month and yearly sales in excess of $50 million.

  22. Call Center Manager Resume Example (Free Guide)

    Sample Call Center Manager Resume for Inspiration. Call Center Manager Personal Details: Name: John Doe Address: 123 Any Street, Anytown, Anystate 00000 Phone: (123)456-7890 Email: [email protected]. Professional Summary: John Doe is an experienced and dedicated Call Center Manager with over 10 years of experience working in a call center ...

  23. Call Center Resume Samples

    Facilities Call Center Clerk Local Wage Bracket D Resume Examples & Samples. 50% 1. Receive calls and e-mails from the general SPE population and the facilities operations studio maintenance trades and enter data into the work management software system (currently Archibus) to create work orders. 25% 2.