Call Centre Manager Resume Sample
Jaydon Gaylord
23313 Kessler Oval,
Dallas,
TX
+1 (555) 112 4023
Work Experience
Call Centre Manager
10/2016
-
PRESENT
Boston, MA
- Expert knowledge of Scotiabank’s Retail and Small Business products and services
- Daily review of Centre’s performance measures (efficiency and quality) and take action as required
- Regular review of staff’s performance, and determining training needs, aligned to Career development plans
- Liaise with SPLG SCM team, escalate issues that affect CRM’s teams ability to fulfil requests
- Resolve issues with the aim of ‘fixing once’ – then implementing change
- Managing the daily running of the call centre
- Setting and meeting performance targets for speed, efficiency and quality
- Handling the most complex customer complaints or enquires
Senior Call Centre Manager
09/2011
-
09/2016
Phoenix, AZ
- Recording statistics, user rates and the performance levels of the centre and preparing reports
- Monitoring random calls to improve quality, minimise errors and track performance
- Reviewing the performance of staff, identifying training needs where necessary
- Overseeing call centre operations on a national level across all the Defence Base Services contract’s service streams
- Responding to customers’ needs and facilitate resolution in a timely and customer-focussed manner within the Contract and the agreed service standards
- Work on own initiative and as a team member
- Organised and efficient administration skills
Mercedes Benz-call Centre Manager
08/2007
-
05/2011
Philadelphia, PA
- Post-secondary education in business or other related disciplines is an asset
- Experience within a contact center management role
- Experience within financial services or insurance industry
- Preferable 1-2 years’ experience within a relationship management role and or campaign management role
- Robust management experience with responsibility for large teams and shift management
- Evidence of higher learning acumen to diploma level or above
- Demonstrable management experience in a call centre environment
Education
Naropa University
2001 - 2006
Bachelor's Degree in Performance
Professional Skills
- Leadership skills and the ability to motivate and develop staff
- Demonstrated ability in problem solving, proactive thinking and creation of workflows / processes / procedures
- Communicates effectively, building and maintaining relationships
- Experience of managing a geopraphically diverse call centre
- Experience of working within a SAP (or similar) technical environment
- Experience of working in Defence Estate and/or facilities management environments
- A strong customer focus and a good telephone manner
How to write Call Centre Manager Resume
Call Centre Manager role is responsible for training, retail, insurance, education, planning, organization, metrics, coaching, leadership, strategy.
To write great resume for call centre manager job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Call Centre Manager Resume
The section contact information is important in your call centre 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 Centre Manager Resume
The section work experience is an essential part of your call centre 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 centre 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 centre manager position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Call Centre Manager resume experience can include:
- Provide leadership with a solid understanding of the Customer Experience, Customer Problem Resolution and the Customer Experience Model
- Personally resilient, able to handle a high work volume and prioritise effectively to ensure Customer, People and operational targets are me
- Ensure a consistently comfortable and memorable experience for customers and employees while driving business results
- Support a work environment that promotes excellence in customer service, quality, innovative thinking and strong teamwork
- Experienced and successful at driving sales performance across a wide range of sales, retention and sales through service metrics
- Develop and manage effective relationships with customers, branches and internal and external interaction groups
Education on a Call Centre Manager Resume
Make sure to make education a priority on your call centre 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 centre 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 Centre Manager Resume
When listing skills on your call centre 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 centre manager skills:
- Be positively influencing change whilst working at pace through effective planning and prioritisation
- The ability to manage change effectively and quickly
- Focus on maintaining and improving the customer experience while balancing risk to the Bank
- Confidence and a good business sense
- Previous experience within a call centre
- Dealing with telephone enquiries
List of Typical Skills For a Call Centre Manager Resume
1
Skills For Senior Call Centre Manager Resume
- An outstanding coach, able to motivate, develop and support a team whilst providing clear direction
- An understanding of contract management and quality management systems is desirable
- Computer, word processing and technical knowledge in MS Word, Excel and Powerpoint
- Leads by example in living the values of the organisation
- Coaches to ensure a full understanding of consequences of errors
2
Skills For Collections Call Centre Manager Resume
- Knowledge of the Tracing industry is not essential but would be highly regarded
- Delegate work to subordinates and closely monitor their performance
- Creates awareness of Merchants strategic objectives and their alignment to the department and company objectives
- Ensures consistent compliance to company policies and procedures, corporate governance and relevant legislation
- Engage and challenge your team to deliver resolution through personal conversations at minimal effort
3
Skills For Mercedes Benz-call Centre Manager Resume
- The ability to work well in teams
- A focused and self-motivated approach to work
- Highly organised and ability to manage multiple tasks and/or projects concurrently
- Significant Experience as a contact centre manager. A proven leader with an ability to create an engaged culture in which people deliver brilliant experiences for our customers
- Be responsible for helping us deliver our Mission of continuously improving resolution rates, improving our Net Promoter Score whilst delivering consistently On Budget in turn helping BT to become number 1 for Customer experience
- Be responsible for driving a people agenda across a large scale operation delivered through supportive and challenging leadership
4
Skills For Bilingual Call Centre Manager Customer Solutions Service Resume
- Contribute to making Phone Channel a world class organization recognized as being an exceptional place to work
- Lead, develop and inspire your leadership team to enable them to have personalised coaching conversations and in turn personalised customer conversations
- Be developing relationships across key site functions alongside the wider customer care team through stakeholder engagement
- Deliver, in partnership with the London Contact centre, key metrics and reporting around Customer and Employee Experience, Operational Excellence, Audit and Risk/Compliance
- Develop direct reports, in combination with identifying key human resources for future development inclusive of a resource planning strategy
- Identify and make recommendations for business/ process improvements while working with various business partners across multiple locations
5
Skills For Call Centre Manager Resume
- Ensure collection activities meet all external regulatory and privacy requirements and TDCT standards for customer care
- Guide others to a desired conclusion and have the ability to hold them accountable
- Create and maintain a highly motivated work environment through effective communication, consistent management team practices, and employee recognition/Champions program
- Ensure the timely communication of issues, which are relevant to the team and encourage a good working relationship with other areas in the unit
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