Call Center Operations Manager Resume Sample
Reinhold Metz
190 Eloy Stream,
Phoenix,
AZ
+1 (555) 375 7148
Work Experience
Call Center Operations Manager
12/2017
-
PRESENT
Philadelphia, PA
- Lead by example and support Williams-Sonoma, Inc.’s Mission, Vision and Core Values
- Develop plans and execute successfully to ensure KPI’s (Key Performance Indicators) are met pertaining to safety, service, cost and inventory integrity
- Analyze and track team’s performance against defined metrics and drive continuous process improvement
- Achieve the operational KPI’s that are established in the client contracts as well as internal goals
- Oversee day to day call center activities in multiple call center programs, several of which are governed by contracts with varying terms and SLA’s
- Contact center leadership experience with an organization that has a strong mission and sales focus
- Experience in a contact center, retail environment or relevant experience
- Work a flexible schedule; covering 24/7 operations
- Understand and communicate variances to operations; which include but are not limited to: finances, operational efficiency, productivity, and/or customer service issues
Senior Retention Call Center Operations Manager
04/2011
-
10/2017
Detroit, MI
- Knowledge and understanding of phone, email, chat, and social media platforms utilized in contact centers
- Continuous improvement mindset with understanding of LEAN Six Sigma practices
- Experience managing and working with internal and external service providers
- Resolves complex member and provider inquiries
- Analyzes call volume utilizing call management system (Avaya)
- Oversee Eligibility data transfers and selection of PCPs evaluating market and geographic demographics
- Handle questions and responses concerning covered benefits and receiving of covered benefits
- Responsible for all call center systems and for applying call center best practices to 24/365 Call Center operations
- Coordinates closely with the Assistant Project Manager to manage staffing levels, identify training needs, and adjust operations to respond to evolving needs
Senior Call Center Operations Manager
11/2006
-
03/2011
Chicago, IL
- Supervises the Quality Control Manager, Data Analyst, and IT Specialist
- Conducts random spot checks of call handling and documentation, provides feedback to team members on performance
- Sets staffing levels for Call Specialists and Intake Specialists based on call data
- Monitors efficiency and quality metrics, adjusts staffing
- Previous call center supervisory experience
- Expert knowledge of call center technology
- Manages development and implementation of operational priorities and objectives
- Manages and ensures delivery of excellent customer service across all contact channels
Education
Spalding University
2001 - 2005
Bachelor's Degree in Business
Professional Skills
- Strong time management skills, problem solving skills, and analytical skills
- Excellent verbal and written communications skills Experience in managing contact center consolidation
- Work effectively and possess strong interpersonal skills
- Strong communication skills (written, reading comprehension, listening, verbal)
- Relevant industry experience Proven leadership experience required, with a focus on goal setting and coaching
- Detail-oriented problem solver, with strong analytical thinking skills
- Demonstrated skills and competencies in assessment, problem solving, practices/policy administration/interpretation
How to write Call Center Operations Manager Resume
Call Center Operations Manager role is responsible for analytical, software, telephony, insurance, design, reporting, drivers, payroll, telecommunications, litigation.
To write great resume for call center operations manager job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Call Center Operations Manager Resume
The section contact information is important in your call center operations 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 Operations Manager Resume
The section work experience is an essential part of your call center operations 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 operations 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 operations 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 Operations Manager resume experience can include:
- Appropriately prioritize team goals and individual goals to effectively achieve business objectives
- Prior demonstrated experience with process improvement and implementation
- Strong project management and analytical skills including Six Sigma or Lean Six Sigma certification
- Prior demonstrated experience with process improvement or process design
- Reasoning and problem-solving skills
- Experience with prioritizing and balancing multiple responsibilities and projects
Education on a Call Center Operations Manager Resume
Make sure to make education a priority on your call center operations 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 operations 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 Operations Manager Resume
When listing skills on your call center operations 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 operations manager skills:
- Effectively uses verbal and written communication skills to convey business concepts, strategies, operational conditions, and other information
- Manage multiple responsibilities, while effectively focusing on priority issues
- Solid analytical skills of business drivers with the ability to create action plans for improvement
- Operate effectively in a rapid growth/high change environment
- Excellent computer skill set with a strong knowledge of MS Office products such as Excel, Word, and Power Point
- Excellent Analytical and Communication (Verbal and written) skills
List of Typical Experience For a Call Center Operations Manager Resume
1
Experience For Senior Retention Call Center Operations Manager Resume
- Position requires experience in healthcare operations related to improve the patient’s experience and alignment with business strategies
- Make independent decisions regarding customer requests, weighing impact based on risk and drawing on overall banking knowledge and experience
- Manage changing priorities in a multi-tasked environment
- Provide strong, dynamic leadership that mentors, develops, and guide team members
- Experience in practice manager of service lines or call center operations and management techniques
- Experience with Automated Call Distribution Systems and various Contact Center technologies
2
Experience For Experienced French Call Center Operations Manager Resume
- Delivering feedback based on Metrics results
- Collaborate with Workforce Planning and development teams to ensure proper hiring and training of operational staff
- Provide actionable insights based on clear understanding of business objectives to meet deadlines while maximizing client value
- Handles and manages government, non-revenue, and fleet account processing functions
- Develop and implement standard operating procedures for Call Center departments and ensures best practices are maintained
- Responsible for the discipline of employees up to and including termination of employment
- Proactively reach out to partners via phone to develop working relationships and solicit feedback for service improvements and employee recognition
- Assists PSS Director with strategic planning as it pertains to PSS Operations
- Serve as product line expert regarding the Inovalon medical record review (non-clinical) and Star and Prospective Advantage processes
3
Experience For Senior Call Center Operations Manager Resume
- Capacity to manage multiple projects at one time with the ability to complete projects on time and within budget i.e. overtime, travel, recruiting, etc.
- Lead daily communication between Operation Supervisors and support allocation of Inovalon staff resources in coordination with workforce planning
- Provides leadership, coaching, and guidance on a continuous basis to direct reports
- Understands key performance metrics and reports on Key Performance Indictor's for the call center and back office
- Identifies performance improvement opportunities and manages implementation of those improvements
- Works collaboratively with client personnel, consultants, contractors, regional agencies, and other organizations to achieve call center objectives
- Through analysis of historical trend reports of incoming calls, ensure that the right level of resources are available to meet customer demand in compliance with the required service level
- Monitors departmental activities through operational reporting and other tools that are used to track productivity rates, work case aging, and performance against established metrics
- Train, motivate and coach the Call Center Supervisors on the essential skills to meet that each team member has the tools they need to succeed at their job
4
Experience For Clinical Call Center Operations Manager Resume
- Develops, performs, and implements effective employee appraisal and incentive processes
- Monitors and evaluates work methods for efficiency and customer satisfaction improvement opportunities
- Plans, delegates, and directs work as necessary
- Maintains current knowledge of industry trends and developments and facilitates changes to CSC policies and procedures as appropriate
- Addresses internal and external complaints and resolves problems
- Supports implementation of the QA/QC Program
- Follows directives of Call Center Director or Sr. Manager Call Center Operations
5
Experience For Call Center, Operations Manager Resume
- Provides customer service to all internal customers of Asurion
- Fosters a team environment with peers on the supervisor team
- Provide leadership, direction, support and career development to Call Center supervisors in a manner consistent with Asurion's Core Values and business objectives
- Communicates frequently and openly, to motivate team members to achieve the Call Center's Goals
- Provides rewards and recognition for top performers
- Ensure that team member, client, and subscriber expectations are met and exceeded
- Collaborate with Human Resources to ensure that policies and procedures are consistently and fairly applied
- Work with the Quality department to ensure consistency in call evaluations and that quality objectives are achieved
6
Experience For Call Center Operations Manager Resume
- Update and continuously develop knowledge of products processes, and call center trends to provide recommendations that improve the customer experience, employee satisfaction, and corporate performance
- Help to manage Call Center budget and understand the impact of decisions and actions based on the overall company financial performance
- Quickly resolve concerns and problems within the Call Center
- Maintains an open door relationship with all employees
- Detail oriented and exhibits an urgency to achieve results
- Results-driven, action-oriented , and self motivated mindset
7
Experience For Senior Retention Call Center Operations Manager Resume
- Provide oversight for day-to-day and future operations
- Prepare and explain operations strategies to maximize efficiency based on analysis of performance KPIs, needs assessments, performance reviews, capacity planning, and cost/benefit analyses
- Meet with Lead Technical Support Engineers and Call Center Managers/Supervisors to ensure their operational issues and requirements are understood and accurately communicated
- Maintain and improve system operations by objectively monitoring and evaluating performance, identifying and resolving problems, preparing and completing action plans, completing system audits and analyses, managing system and process improvement and quality assurance programs, and installing upgrades
- Maintain professional and technical knowledge by tracking emerging trends in call center systems operations management, attending educational workshops, reviewing professional publications, benchmarking state-of-the-art practices, and participating in professional societies
- Participates in call monitoring calibrations and reviews calls being disputed and manages the service quality for assigned teams
- Work with local, state and federal agencies to secure hiring and training assistance
- Work and communicate with a wide range of stakeholders, including peers, vendors, the public, staff members, program leadership, and others
8
Experience For Experienced French Call Center Operations Manager Resume
- Serve as the accountable point of contact for the telecommunications portion of new office setups and office expansions. This includes installation and upgrade of voice and UC solutions
- In cooperation local operations staff and key users, provide disaster recovery and business continuity planning to offices and staff in multiple business units
- Comprehensive knowledge and a high level of proficiency in managing patient care services across healthcare lines
- Lead team members by example in best practice protocols in the following functional areas: floor operations, employee relations and staff development
- Oversee Change Request (CR) activities
9
Experience For Senior Call Center Operations Manager Resume
- Act as a liaison between operational and functional areas, group executives, and the internal support teams to identify and address barriers cross-functionally
- Provide guidance to a team of 4-8 Frontline Supervisors who manage the day-to-day operational activities for their teams
- Actively participate in the development, implementation and execution of service, quality and productivity standards and programs
- Understand relevant regulatory requirements and ensure compliant processes
- Deliver results for key performance indicators to meet and exceed department goals and expectations
- Develop strategies for future enhancements that align with company goals
- Specific responsibilities include staffing and schedule adherence, training, quality assurance, provider schedule template review and protocol development and maintenance
- Manager serves as the liaison to core services for, financial clearance, training, quality assurance, analytics and performance improvement
10
Experience For Clinical Call Center Operations Manager Resume
- Significant interaction with internal and external stakeholders and other parties, including the clinical managers, referring physicians and office staff, JH Imaging marketing team, and medical directors at JH Imaging sites
- Entails comprehensive understanding of marketing strategies, health insurance plans, appointment scheduling and registration, call center operations and management practices
- Manages group of Engagement Coaches. Coaches and develops teams in all areas of performance including, but not limited to quality, quantity, productivity and leadership
- Directly manages a team of Engagement Coaches and directs their activities toward accomplishing engagement center goals and objectives. Hires, trains, develops and retains a diverse workforce. Writes and conducts performance evaluations, makes employment decisions, sets performance goals and objectives for assigned team
- Responsible for managing team and individual schedule adherence and attendance. Manages employee issues regarding attendance, performance, behavior, and delivers appropriate disciplinary action as needed
- Meticulous organizational skills, with the ability to multi-task, and ability to make sound decisions in a timely and independent manner
- Experienced and adept at developing and maintaining technical documents, analyses, and reports
- Handles escalated customer issues not resolved at the Team Leader level and works directly with customers to bring about resolution
List of Typical Skills For a Call Center Operations Manager Resume
1
Skills For Senior Retention Call Center Operations Manager Resume
- Knowledge of call center technologies including IVR, routing, skills, quality systems, telephony
- Client facing presentation skills or internal communication at an Executive level
- Experience with service and support contact center operations including experience as a senior manager within the BPO industry
- Effectively lead cross functional/segment teams, and provide supervision to staff team members
- Ensures agents have the knowledge and skills to answer customer’s inquiries
- Experience in working with Work Force Management including areas such as reporting, forecasting and scheduling
- Experience in using Call Center tools such as Cisco, Call Recording and Exception Reporting
2
Skills For Experienced French Call Center Operations Manager Resume
- Establishes a strong leadership presence within the Call Center by being involved, interacting on the call center floor, and being approachable
- Strong understanding of budgets and the financial planning process
- Experience supporting Online Banking & Mobile for DDA clients as well as OLB support for Mortgage & Card clients in an SSO environment
- Demonstrates strategic thinking and planning with report analysis capabilities
- Maintains an excellent working knowledge of the entire Call Center operation, as well as developing Call Center projects
- Strong background in managing sales and retention programs across geographically diverse outsourced partners
- Proven track record of sales success in a challenging environment
3
Skills For Senior Call Center Operations Manager Resume
- Strong presentation abilities and proficiency interacting with VP-level and above
- Previous experience working with children and/or vulnerable populations
- Previous customer service experience in the tolling industry
- Experience with strategic initiative development and implementation, specifically with operating policies and procedures, and work process improvements
- Experience managing operations with greater than 300 staff
- Ability and experience related to developing others on a team
- Experience in supporting change management such as additional new products or transformation activities
4
Skills For Clinical Call Center Operations Manager Resume
- Proven Sales leader of financial products and services to support best in class service organization and meeting client financial needs
- Experience managing a vendor relationship
- In-depth knowledge of call center operations with proven ability to drive positive change
- Child welfare and/or case management experience
- Previous call center operations management experience
5
Skills For Call Center, Operations Manager Resume
- Experience in healthcare or pharmacy operations
- Call Center Management experience
- Communicate processes, recommended process changes and demonstrate benefit of said changes to internal teams as well as client teams
- Extensive years as a Toll Service Manager, Call Center Manager, or Project Manager or equivalent related experience
- Excellent customer service delivery
- Strong ability to meet deadlines and deliver results
- Customer Service experience as a Team Leader, preferably in the customer service domain for an internet based segment
- Progressive operational experience in a leadership role, preferably with some tenure at a Fortune 100 company
- Leadership experience over a large metric-intensive operational unit with a span of control between 80 – 200 associates
6
Skills For Call Center Operations Manager Resume
- Understanding your 80 is your team’s success!
- Working knowledge of HR policies & procedures
- Ensuring Client Satisfaction thru frequent client engagement (verbal, written, presentations all face-face and electronic)
- 3 morning shifts- starting at 7AM, 8AM, 9AM
- 3 evening shifts- starting at 4PM, 5PM, 6PM
- 12. Develops proper Underwriting and Processing guidelines to ensure compliance with state statutes
- 13. Ensures development, coordination and implementation of training and cross training programs for the Department
- 15. Responsible for representing the company at depositions and trials to provide information regarding coverage
- Comprehensive knowledge of technical aspects of functional area, including applicable legal, regulatory, and accounting issues
7
Skills For Senior Retention Call Center Operations Manager Resume
- Influence or provide forecasting and planning activities to Sr Leadership team
- Directs supervisory staff in scheduling and coordinating call center activities
- Manage the hiring, retention, performance management and succession planning
- Engage and build loyalty through promoting relationship building in communications
- Report on key business metrics to top leadership; measuring results and monitoring service quality to provide timely and actionable feedback to the field
- Coordination of projects relating to JH Imaging acquisition lines
- Assist in leading communication with Community Partners and other agencies
- Coordinates ongoing Member Satisfaction/Dis-enrolled survey
8
Skills For Experienced French Call Center Operations Manager Resume
- 3 nights shifts- starting at 8:30PM, 9:30 PM, 10:30 PM
- Capacity for increased learning
- Create and maintain a positive environment while supporting organizational decisions
- Motivate and coach operations managers and their corresponding teams to ensure delivery on key performance metrics and sales targets
- Ensures that reports on work volume and employee efficiency are maintained to evaluate staff performance and to determine staff and training needs
- Ensures that Quality Assurance audits are being properly performed on a regular basis
9
Skills For Senior Call Center Operations Manager Resume
- Maintains knowledge on current and new technology to improve customer service and processing functions
- 11. Works closely with Product Management, Business Development and other assigned departments on all matters involving assigned areas
- Create/maintain networking outlets and stay in tune with industry best practices
- Achieve Call Center Metrics including, but not limited to, Service Level, Quality Assurance, Handle Time, Attrition, and Productivity
- Successfully passing a background check
- Serves as primary information resource for AECOM and client personnel concerning call center operations
- Continually seeks opportunities to improve call center operations, including people, processes, and technologies
- Collaborate with Workforce Management to implement their recommendations for improving operational efficiencies
- Assists Call Center Director/ Sr. Manager with strategic planning as it pertains to Call Center Operations
10
Skills For Clinical Call Center Operations Manager Resume
- Oversee the supporting staff
- Drive root-level resolution to reoccurring and highly impactful service issues and concerns
- Establish standard operating procedures, develop and implement approved process and / or operational improvements and verify y adherence to policy
- Manage department budget for monthly reconciliation and annual planning
- Manager is responsible for the daily operation of the department call center, including business objectives, performance and resource management
- Support Development of articles
- Participate in preparation/update of member handbook and other member and provider communications
- Run reports and utilize data to drive results
- Travel, domestic and international
List of Typical Responsibilities For a Call Center Operations Manager Resume
1
Responsibilities For Senior Retention Call Center Operations Manager Resume
- Display a flexible and creative approach to problem solving
- Organize, manage, and coach a group of junior managers and supervisors on a daily basis
- Work with the other manager to manage survey data collection in a fast-paced environment including: scheduling project workflows, monitoring project budgets, overseeing questionnaire and materials design, planning and executing data collection, and reporting on costs and progress
- Use software tools to analyze data and make decisions based on production, financial and other data sources
- Effectively use the Microsoft Office Suite (in particular, Outlook, Excel, Word, and Powerpoint), and ideally knowledge of systems for scheduling, time keeping, call routing, and data management
2
Responsibilities For Experienced French Call Center Operations Manager Resume
- Work with client to determine contact center and other service operational strategies by conducting needs/ performance assessments, capacity planning, and cost/benefit analyses; and defining user requirements and productivity, quality, and customer-service standards
- Prepare contact center and other service performance reports by collecting, analyzing, and summarizing data and trends
- Review Key Performance Metrics
- Communicate and enforce policies and procedures
- Coach supervisor, agents, and support groups (1x1, group sessions) based on Key Performance results
- Promptly responds to customer/client questions and concerns, escalates as necessary
3
Responsibilities For Senior Call Center Operations Manager Resume
- Manage Day to Day Operations for a 3-5 Team Leaders with teams of 10-15 content review employees
- Proficient with Microsoft Office products like Windows, Word, Excel, PowerPoint and Visio
- Communicate with clients and business partners to exchange information and process transaction requests in a traditional banking environment of a global financial institution supporting DDA accounts across all segments
- Respond to escalated customer service issues, inquiries, and complaints and resolve complex issues. Ensure service levels and operational goals are met by promoting adherence to schedules, monitoring interactions, and coaching for excellence
- Consistently search for new customer service strategies and ways to enhance the customer experience through analysis, personal interaction, feedback, and satisfaction surveys. Implement strategies to improve client satisfaction scores
- Integrate Gallup Customer Engagement and JD Power Customer Experience indicators into call center KPIs
- Follows directives of PSS Director
- Fosters a cooperative team environment on the supervisor team
- Provide leadership, direction, support and career development to PSS supervisors in a manner consistent with Asurion's Core Values and business objectives
4
Responsibilities For Clinical Call Center Operations Manager Resume
- Communicates frequently and openly, to motivate team members to achieve the PSS Goals
- Help to manage PSS budget and understand the impact of decisions and actions based on the overall company financial performance
- Oversee and direct execution of the service delivery process across all Company product lines; track project from activation to completion
- Capacity to interpret data and recommend action on a variety of analysis; review daily reports related to completion percentages, project priorities and deficiencies
- Effectively communicate project targets and strategies to direct reports on a regular basis
- Suggest innovative ways to improve operations and processes
- Develop and implement operational policies, procedures, and strategies which enhance efficiency and customer satisfaction i.e. update current SOP’s, policies, procedures to align with business requirements
- Provide active assistance in resolution of customer questions and service issues escalated by Client Service Managers or other personnel; build rapport with client service teams and attend client calls to provide operational support
- Act as operational liaison between the operational staff and other functional areas such as human resources, finance, specialty teams and information systems
5
Responsibilities For Call Center, Operations Manager Resume
- Work in conjunction with Supervisors regarding associate disciplinary action; Developmental Action Plans; Performance Improvement Plans; Security/HIPAA violations
- Oversee mid-year and year-end review processes
- Leverage innovation in the Operations Department i.e. attend team meetings, stimulate creative thinking, brainstorm to generate new ideas, foster open communication
- Identify and lead resolution of technical and non-technical problems with arise during all operational processes; and
- Manage support teams as necessary
- Six Sigma, Lean (or other quality program) background
- Have a current LTD recovery rate of at least 90% of personal recovery goals
- Extensive Contact Center background; inbound focus
6
Responsibilities For Call Center Operations Manager Resume
- Proficient in call center metrics and how they drive performance
- Meet aggressive deadlines and provide quick turnaround against team goals
- Professionally persuade, influence and negotiate in critical situations
- Work cooperatively in a group environment to achieve common goals
- Comprehend and follow established procedures
7
Responsibilities For Senior Retention Call Center Operations Manager Resume
- Flexible, team player approach to work
- Initiative, drive to perform at a high level and motivate others
- Proficient with windows-based software applications such as Microsoft Excel, Power Point, Outlook and Word
- Hold others accountable and maintain a professional work environment
- Analyze associate performance data as well as customer interaction results to manage team's performance and make improvements to the servicing model while ensuring appropriate resources are in place at critical/key times
8
Responsibilities For Experienced French Call Center Operations Manager Resume
- Call center leadership experience
- Motivate a team of 5 Frontline leaders & 2 consultants who manage the day-to-day operational activities for their teams
- Assure adherence to budget and finances for the Call Center in a fiscally responsible manner
- Manage employee life cycle
- Self-motivated (Intrinsic) and execution oriented
9
Responsibilities For Senior Call Center Operations Manager Resume
- Identify and implement best practices and strategies through interactions with your team and organizational leaders, influencing key stakeholders and impacting the overall operational performance of Altisource
- Improve the operations talent pool by developing the skills of the existing workforce as well as partnering with our recruitment team to attract external talent and focus on key succession planning
- Ensures effective management of all assigned units including quality, workforce management, data and training to achieve production, quality and department objectives
- Develops, implements and ensures training and establishment and monitoring of performance objectives for employees in assigned area. Establishes procedures necessary to ensure timely, effective and efficient handling of customer service calls
- Monitors service levels and develops possible service enhancements
- Provides technical expertise to various department and other company personnel to assist in the solution of difficult agent/insured problems
10
Responsibilities For Clinical Call Center Operations Manager Resume
- Communicates directly with department leaders to resolve complex service problems as the need arises
- Conducts meetings with Supervisors and Employees to assure proper communication with all parties involved
- 10. Ensures timely preparation and submission of performance evaluations, salary adjustments and disciplines
- 14. Assists in preparation of the annual budget for assigned departments
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