Call Center Team Leader Resume Sample
Alfredo Kub
783 Margret Shore,
Dallas,
TX
+1 (555) 339 0908
Work Experience
Call Center Quality Team Leader
02/2018
-
PRESENT
Boston, MA
- Monitor team members’ systems activity to ensure appropriate actions, compliance with corporate and regulatory practices, and data integrity
- Participates in special projects and support teams by providing ad hoc information and reporting. Identifies areas for process improvement and coaching opportunities. Provides input to Call Center Manager to continually improve Call Center level of service, knowledge and the services provided to become a Full Service Center. Represents bank in appropriate community organizations. 15%
- Provides management and supervision for the operations of the Advanced Contact Team to achieve the best support and customer service to the Shop,Safety, Accident, Cargo and Workers Compensation Claims Departments
- Maintains communication with Supervisors, Trainer, other personnel and vendors to ensure timely and cost efficient response
- Makes timely and final judgment decisions on all accidents, accident equipment removal, storage of equipment, and accident clean-up
- Establishes and guides effective contact techniques from onset of loss or breakdown through to resolution in order to minimize/reduce financial exposure
- Manages and controls all payments issued through purchase order, EFS, Com-check, Fleetpack, Fleetcharge, Visa. Manages check and balance process to assure payment security and control
- Researches a variety of claim and breakdown situations to ensure quality and proper escalation of critical situations
Call Center Team Leader
08/2013
-
11/2017
Los Angeles, CA
- Audits the Visa card payment system; to include all debits, credits, disputes and balancing each Visa Card to the month end statements
- Establishes and implements performance/service standards. Ensures productivity meets or exceeds service and quality standards. Also, utilizes coaching skills to train and inspire team to meet and exceed performance objectives
- Tracks and reviews errors and coaches to improve and determine solutions to reduce errors. Reinforces training, counsels, and monitors staff to improve quality, productivity and customer service
- Responsible for personnel actions such as hiring, disciplinary, and terminations
- Pro-actively interacts with other departments within the company. Prepares, reviews, and submits management documentation and reports in a timely manner
- Call center experience preferably leading teams of five or more in a high call volume environment
- Superior communication, strong interpersonal skills, and self-motivation
- Work well cross-departmentally to ensure client expectations are exceeded is required
Senior Team Leader, Sales Call Center
02/2008
-
06/2013
Philadelphia, PA
- Strong ability to handle multiple projects while managing a team
- Monitor call volumes and adjust agent’s schedules to handle heavy call volumes
- Team Leader works with CSR’s to improve customer service and safety, reduce cost to the utility, increase revenue, enhancing the company’s image and improving customer loyalty
- Establish production schedules and ensure schedules and SLA’s are met
- Immediately address and coach unprofessional or non-constructive situations that occur
- Number of employees directly managed: 5-10
- Number of employees indirectly managed : None
- Participates in the hiring/selection process
Education
Naropa University
2002 - 2007
Bachelor's Degree in Performance
Professional Skills
- Demonstrated leadership ability with coaching skills
- Working knowledge/computer skills
- Technical skills for triage, resolution of escalated issues
- Spelling and typing competence with computer experience required
- Experience in a transaction based operations environment preferably in recordkeeping of 401K plans or Financial Services
- Three (3) years administrative and in-person customer service experience required, preferably in a health care setting
- Capable of working effectively both independently and with others
How to write Call Center Team Leader Resume
Call Center Team Leader role is responsible for coaching, leadership, reporting, security, training, credit, research, negotiation, excel, transportation.
To write great resume for call center team leader job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Call Center Team Leader Resume
The section contact information is important in your call center team leader 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 Team Leader Resume
The section work experience is an essential part of your call center team leader 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 team leader 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 team leader position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Call Center Team Leader resume experience can include:
- Share information effectively and provide detailed feedback to manager
- Share information effectively and provide appropriate direction, consultation and recommendations to staff
- One or more years of call center supervisory experience or other comparable positions with leadership experience
- Customer service/sales skills
- Experience as a Call Center Team Lead
- Handling complaint calls
Education on a Call Center Team Leader Resume
Make sure to make education a priority on your call center team leader 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 team leader 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 Team Leader Resume
When listing skills on your call center team leader 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 team leader skills:
- Demonstrated experience dealing directly with customers on technical trouble shooting
- Experience in a technology-based external customer facing role
- Develop and communicate performance metrics to assess the effectiveness of staff, both as a department and individually
- Assign, prioritize and provide technical guidance to increase performance, resolve problems, and develop expertise
- Coordinating operations and activities for the Call Center
- Monitoring customer service metrics are met
List of Typical Skills For a Call Center Team Leader Resume
1
Skills For Call Center Quality Team Leader Resume
- Answer incoming calls during staffing storage or increased volume
- Primarily responsible for facilitating all new hire training
- Assists in providing first level support, as needed, to assist the team in keeping support channels clear and to meet quantitative and qualitative metrics
- Provides feedback to area management regarding product enhancement requests and assists with development and testing of enhancements
- Supervise 10-12 staff, direct activities, and recommended programs for the training and development needs of the call center staff
- Provide direction and mentoring
2
Skills For Team Leader, Call Center Resume
- Assist in the daily managing of the call center, as instructed by Supervisor and/or Manager
- Researches required information using available resources
- Provides feedback to Customer Service Representatives through SBS (Side by Side) and remote monitoring observations
- Answers incoming calls and emails as needed
- Documents all call information according to standard operation procedures
- Ensures proper workload planning and allocation across multiple service and support teams
- Pre-screen a patient problem before passing along to the manager
- Pre-screen an employee problem before passing along to the manager
- Assists with the training of Call Center Temporary employees who provide daily phone, chat, and inquiry coverage for the Office of Undergraduate Admissions
3
Skills For Senior Team Leader, Sales Call Center Resume
- Works with customers and Sales Consultants to develop creative, exciting proposals and presentations
- Oversee training and development of new Greenhouse/Hydroponic Salespeople
- Utilize and develop training resources to further professional development of Greenhouse/Hydroponic Salespeople
- Provide training and development support to representatives
- Lead results through Metric Management
- Work and collaborate with technical resources on customer problem resolution
4
Skills For Call Center Team Leader Resume
- Determine, recommend, and implement improvements to current workflow processes to ensure customer satisfaction and to make certain that call rates exceed industry standards
- Assist with defining operational reporting methods and review results in terms of call response, departmental objectives, staff development, and procedural requirements
- Perform and monitor scheduling and assure staffing levels that ensure clients receive accurate, timely and thorough service within established budgetary levels
- Participate in interviewing candidates for assigned positions and make recommend hiring decisions
- Maintain harmonious employee/employer relations
5
Skills For Call Center Quality Team Leader Resume
- Business Acumen - Understands business implications of decisions; Displays orientation to profitability; Demonstrates knowledge of market and competition; Aligns work with strategic goals
- Judgement - Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions
- Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently; Plans for additional resources; Sets goals and objectives; Organizes or schedules other people and their tasks; Develops realistic action plans
- Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments
- Adaptability - Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events
6
Skills For Team Leader, Call Center Resume
- Proficiency in MS Word and Excel Required
- The existence of criminal conviction(s) does not constitute an automatic bar to employment
- Handles escalated inquires via phones and chat line
- Follows-up accordingly and in a timely fashion with all customer inquiries
- Establish rapport with internal and external customers
- Additional task as assigned by the Call Canter Manager and/or Call Center Supervisor
7
Skills For Senior Team Leader, Sales Call Center Resume
- Excellent oral and written communication skills required; the ability to communicate effectively with the public, physicians and all hospital personnel in a high volume setting; and the ability to multi task required
- General knowledge of computers and Microsoft Office software
- Technically proficient in operations & procedures
- Sound knowledge of Customer Services principles and practices
- Remain professional in the face of adversity
8
Skills For Call Center Team Leader Resume
- Writes and conducts performance evaluations and progress reports
- Handles associate relations issues
- Issue resolution quantitative and qualitative metrics
- Ensures productivity levels are met and process improvements are implemented
- Handles issue resolutions and escalation of customer issues across all lines
- Coordinates and plans activities related to service enhancements and how they impact support teams and the customer base
- Monitors internal systems that measure inbound and outbound call activity, customer feedback and resource availability
9
Skills For Call Center Quality Team Leader Resume
- Identifies and implements continuous process improvements for the department
- Carries out responsibilities in a fair, ethical and non-discriminatory manner and ensure that staff follows these same guidelines
- Manages expenses in line with departmental budgets and corporate business conditions. (if applicable)
- Contact Center Team Leader has the primary responsibility of developing, coaching and mentoring a staff of potentially 8-14 Customer Service Representatives (CSR)
- Interview potential new candidates
- Counsel and coach staff, when applicable
10
Skills For Team Leader, Call Center Resume
- Analyze the overall call volume in order to properly schedule staff
- Manage, motivate and support staff to succeed
- Maintain confidentiality of patient and scheduler information
- Listen and review sales calls with customers and prospects. Provide advice and guidance to Salespeople based upon call performance assessment
- Monitor bid opportunities via Company CRM system to verify best practices for follow-up and lead qualification are in practice
- Contact customers directly to help close sales opportunities
- Provide feedback on performance
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