Call Center Manager Resume Sample
Saul Kilback
19947 Aron Corner,
New York,
NY
+1 (555) 742 2633
Work Experience
Call Center Manager
11/2015
-
PRESENT
Chicago, IL
- 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
Assistant Call Center Manager
03/2012
-
05/2015
Dallas, TX
- 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
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. 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
Education
Strayer University - Fredericksburg Campus
2000 - 2005
Bachelor's Degree in Business
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
- Education
- 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
1
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
2
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
3
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
4
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
5
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
6
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
7
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
8
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
9
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
10
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
1
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
2
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
3
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
4
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
5
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
6
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
7
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
8
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
9
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
10
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
1
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
2
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
3
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
4
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
5
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
6
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
7
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
8
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
9
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
10
Responsibilities For Call Center Manager of Customer Service Resume
- Managing team of Member Service Representatives that are first point-of-contact for members regarding their healthcare benefits and plans
- Managing the daily operations of the call center
- Coordinating with, team leaders, operators and third parties to gather information and resolve issues as needed
- Recording statistics, user ratings and the performance levels of the center
- Conducting performance appraisals, bi-weekly 1-on-1 meetings
- Working with team leaders and Leidos HR to administer and track employee disciplinary actions (including suspensions and terminations when applicable)
- Reducing program penalties associated with QA SLAs
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