Centre Manager Resume Sample
Edwardo Beer
6658 Cartwright Heights,
Chicago,
IL
+1 (555) 383 1099
Work Experience
Contact Centre Manager
07/2015
-
PRESENT
Dallas, TX
- Three years of professional experience in a contact centre environment
- Internal business processes and technology
- Quality assurance (partly incorporated with ISO9001)
- Maintain a high level of the quality management system. Conduct internal quality audits against set operational benchmarks. Provide inputs to the compliance department for the development and implementation of departmental policies, standards and procedures. Maintain consistent quality management processes. Provide expert advice and guidance on contact centre compliance issues
- Drive the achievement of the business case objectives and implement the business plan. Analyse business processes for improvement in alignment with the Sales and Marketing strategy. Develop and ensure the effective implementation of strategies for area of responsibility. Influence and contribute to the development of a business strategy for the division/ facility
- Develop and manage multiple service levels, quality and performance targets. Ensure KPIs are met or exceeded. Develop daily/weekly/monthly Contact Centre reports for management decision making including reports from service providers. Control resource planning activities and coordinate the contact centre management team at all levels. Management of service providers through SLA management
- Ensure contact centre data integrity as well as liaise with Retail Business Enablement on master data integrity
Centre Manager
06/2010
-
02/2015
New York, NY
- Contact centre staff management
- Review staff performance, identify training needs and plan for training. Review and sign-off on all CC on-the-job training material. Coach, motivate and retain staff and ensure the performance management system is adhered to. Co-ordinate staff recruitment and liaise with HR in developing the advertisements. Review and clearly define all contact centre roles
- Customer service support
- Participate in inter-departmental customer service projects/ meetings. Total customer experience management – complaints (all channels), incidents, change requests, communication, suggestions and satisfaction measurement in terms of the Customer Service Excellence strategy etc. Initiate proposals for customer service offerings. Manage customer support initiatives to meet business objectives
- Cisco system knowledge and skills
- NICE and Exony systems knowledge and skills
- Microsoft Visio and Power Point
- Fuel dispensing and storage equipment
Profit Centre Manager Defence, UK & Nato
05/2003
-
01/2010
Boston, MA
- Contact centre equipment
- Oil product knowledge
- Standard operating policies and procedures (SOPs)
- Managing relationships with HR communities and line managers, managing requests for changes
- Administer resources to ensure business plan goals are met while creating opportunity for team
- Review transmissions logs (uploading of current day’s test results & daily downloading of examinations and site schedule) from software that automatically connects to hub system periodically
- Actively promote TD’s Brand within the community through participation and leadership in community business groups, initiatives, fundraisers, TD sponsored initiatives, community events, etc
- Progressively senior People Manager roles including leading large teams in a scorecard driven (client-facing) environment
- Expert sales leader with a track record of delivering results
Education
Friends University
1998 - 2002
School's Degree in Marketing
Professional Skills
- Strong leadership & interpersonal skills, proven experience leading teams of diverse workgroups
- Strong Leadership skills with experience in working in a Leadership role
- Excellent inter-personal skills and ability to communicate detailed and complex information effectively and professionally to a wide range of people
- Strong verbal and written communications skills and ability to lead effectively across organizations and vertically, from Senior Executives to Account manager
- A good decision maker that portrays excellent influencing skills
- Excellent professional interpersonal skills. The ability to build rapport and trust with clients and colleagues
- Excellent skills on Power Point, Excel, Word & Outlook required
How to write Centre Manager Resume
Centre Manager role is responsible for leadership, interpersonal, planning, negotiation, communications, training, retail, finance, integration, recruiting.
To write great resume for centre manager job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Centre Manager Resume
The section contact information is important in your 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 Centre Manager Resume
The section work experience is an essential part of your 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 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 centre manager position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Centre Manager resume experience can include:
- Experience and skills in process optimization
- Excellent interpersonal skills to build trusted relationships and employee engagement
- Strong decision making skills with the ability to make difficult decisions
- Strong leadership, influential, interpersonal and communication skills and can manage internal and external client/customer expectations
- Strong leadership, influential, interpersonal and communication skills and be able to manage internal and external client expectations
- Being flexible in changing and developing skills to meet the requirements of the post
Education on a Centre Manager Resume
Make sure to make education a priority on your 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 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 Centre Manager Resume
When listing skills on your 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 centre manager skills:
- Experience of working effectively across management teams
- Extensive management experience within a contact centre or operations environment and working effectively across management teams
- Excellent written and verbal communication skills both remotely and face to face
- Personally resilient, able to handle a high work volume and prioritise effectively to ensure Customer, People and Operational targets are met
- Skillful communication (written and verbal), negotiation and partnership skills to balance stakeholder input but remain objective to reach the right outcome
- Highly collaborative – strong impact, influence and negotiation skills
List of Typical Experience For a Centre Manager Resume
1
Experience For Contact Centre Manager Resume
- Demonstrated experience in people management
- Collaborate efficiently and effectively with diverse stakeholders
- Ensure any individual performance issues are highlighted and managed quickly and effectively
- Ensuring effective management of any legal, contractual, financial and administrative aspects of the project
- Managing customer service activities through a variety of channels and ability to ensure contacts are managed through the most efficient and effective channels
2
Experience For Service Centre Manager Resume
- Recommending and implementing initiatives to reach a vision of delivering a world class customer experience
- Representing the Phone Channel in cross-channel activities and initiatives to maintain a consistent brand experience across TD Bank
- Experience managing outbound calling is an asset
- Experience managing a Contact Centre, including at least 2 in a senior leadership role
- Professional qualification relating to building management or equivalent experience
- Ensure that good client / consumer outcomes are at the centre of decision making and continually promote great service by exceeding expectations
- Deeply passionate about delivering Legendary customer experiences
- Quality and customer satisfaction measures are achieved, evaluated using your information management systems experience and constantly improved
3
Experience For Profit Centre Manager Defence, UK & Nato Resume
- Proven ability to develop people for future roles within TD Bank
- To have good knowledge of the customers’ business, systems and IT and understand the competition environment
- Transform User Experience on IT incidents into Joyful journeys
- Highly organised with the ability to plan to prioritise workload
- Excellent knowledge of Google Suite products
- Experience in managing an office and manage a building is essential
- Experience of managing a team and supporting employees
- Previous experience of running a building
4
Experience For Test Centre Manager Resume
- Experience in managing a high volume service centre or retail outlet
- A strong customer - orientated mindset
- A strong customer-orientated mindset
- A strong customer- orientated mindset
- A strong customer-oriented mindset
- Review of processes in place to improve our client’s experience of dealing with Experian
5
Experience For Trade Service Centre Manager Resume
- In-depth understanding of NPS-Csat and Analytics ( strong analytical ability )
- Create a culture focussed on NPS within the Contact Centre and to broader teams impacting the customer experience
- Create and maintain a highly skilled and knowledgeable team of Customer Service Agents representing Fairfax
- PR and Marketing experience
- Evidence of successful management of relationships with industry partners
- Excellent standard of written Welsh
- Experience at a technology company
- Work with customized software applications and is able to make strong recommendations for automation and self-service
6
Experience For Refurbishment Centre Manager Resume
- Substantial experience of senior management within a major organisation in the private, public or charity sector,
- Centre management experience
- Liaises closely with all touch points of the customer experience throughout the business
- 8 – 10 years’ experience in management preferably on a SOM or Director level in the BPO Industry
- Related industry experience required
7
Experience For Service Centre Manager Winnipeg, MB Resume
- Commercial awareness from experience and/or qualification
- Good knowledge of employment law and HR policies and procedures
- Experience within Fraud Investigations and/or Financial Risk Management Operations within the Financial Services/ E-Commerce or IT industry
- Experience in a leadership role with direct reports and people management responsibilities
- Are able to lead and develop a team of skilled individuals
- Holds relevant professional, technical or management qualifications, and/or has relevant experience
- Evidence of ability to explore stakeholders’ needs and adapt processes accordingly to ensure a quality service is delivered
8
Experience For Remote Diagnostics Centre Manager Resume
- Extensive management experience within a contact centre or operations environment
- Can work well and can demonstrate a calm demeanour under pressure
- Second line people management experience is essential
- Build strong peer relationships around the business
- B2B experience with a flexible and focused approach.People who applied for this job also applied for
9
Experience For Profit Centre Manager Resume
- Setting up & approving PO’s for suppliers, processing uplifts then keeping a check on the overall amounts & closing when needed
- Building and leading the team, motivating, recruiting and coaching team members
- Being responsible for recruitment, training and development of a quality team to deliver on existing and new products as and when introduced
- Preparing and maintaining comprehensive project documentation throughout the life of the project, and ensuring that an auditable trail is available
- Dealing with telecoms & broadband including patching in lines to individual offices
- Budgeting, forecasting and reporting
10
Experience For Resource Centre Manager Resume
- Developing, maintaining and monitoring the Centre’s Business Continuity Plan and Occupational Health and Safety program
- Working knowledge of ACD’s, Call Recording technologies, Call routing, IVR, CTI, WFM & general contact centre specific systems
- Coaching and Developing team managers to ensure that they meet personal, developmental and business objectives whilst building an available talent pipeline
- Carrying out and documenting 1:1 reviews / meetings
- Being responsible for carrying out annual and mid-year appraisals
List of Typical Skills For a Centre Manager Resume
1
Skills For Contact Centre Manager Resume
- Shopping centre experience with a good understand of retail
- Proven experience of writing & implementing a structured sales process
- Great coaching, mentoring and colleague development skills
- Additional key skills and desired attributes including
- Understand, communicate and effectively implement activities in support of integrated marketing campaigns
- Experience in and a good understanding of the legal assistance sector
2
Skills For Service Centre Manager Resume
- Relevant managment experience, or equivalent EF experience
- Strong Customer Service experience within a Contact Centre Environment
- IT skills inc. Word, Excel to intermediate level
- Able to represent MITIE effectively at both internal and external meetings
- Seeks out and takes opportunities to learn new skills as part of personal professional development
- Demonstrated experience in leading change initiatives within exciting environments
3
Skills For Profit Centre Manager Defence, UK & Nato Resume
- Developing and maintaining expert knowledge and strong understanding of Global Transaction Banking trade products, services and pricing
- Understanding of how to work proactively and positively in partnership with both operations and client priorities
- Conducting effective and efficient interviews for qualified candidates
- Sharing knowledge experience and responsibility with employees in a drive for the highest standards of professionalism and service excellence
- Identifying operational efficiencies through effective resource management
- Promoting the Phone Channel as an exceptional place to work and creating a positive Employee Experience for all teams
- A PhD in Materials/Manufacturing Engineering or equivalent industrial experience with composites manufacturing
4
Skills For Test Centre Manager Resume
- Experience of developing and delivering organisational strategy, work-plans and implementing performance management
- Experience of organisational leadership, negotiating and influencing with wide ranging stakeholders
- Experience in leading mentoring and coaching team to achieve high levels of work performance and compliance
- Experience of managing KPI’s, meeting SLA’s, managing workflow and overall delegation
- Results focused and committed to the values surrounding outstanding service delivery through effective people management
- Proven track record of successfully leading and developing sales call centres
5
Skills For Trade Service Centre Manager Resume
- Solid understanding of AWS services in a variety of distributed computing, enterprise environments
- Familiarity and experience with reciprocating, rotating equipment and steam turbine repairs
- Ensure cost effective practices of running, maintenance and operations of mobile testing vehicles
- Management experience including reporting, data, KPIs etc
- Proactive in seeking ways to improve the customer experience through each interaction and seeking feedback on ways to improve individual and team performance
- Post graduate (or equivalent) Engineering experience in rotating equipment 'whole system' operations
- To provide efficient and effective PA support to the Director including managing diaries, meetings, travel, emails and other correspondence
6
Skills For Refurbishment Centre Manager Resume
- Capable of building strong positive relationships
- Evidence of promoting continuous improvement and review of business processes
- Experience of managing a customer services function in both the private and public sector
- Experience of working with a diverse range of highly technical services in a single environment
- Experience of developing staff at Team Leader Level and operator level
7
Skills For Service Centre Manager Winnipeg, MB Resume
- Balance multiple objectives and priorities while delivering by set deadlines
- Experience of dealing with performance / welfare issues
- Experience leading an operational organization in a global environment, responsible for an overall team of 120-150 employees
- Have experience of managing a retail, trade or automotive business
- The ability to prioritise and adapt in a constantly changing environment
- Experience within an after sales environment and a basic understanding of motor vehicles would be an advantage
- Develop a strong understanding of Fidelity’s products, processes, systems and customer needs
- Experienced and successful at driving performance across a wide range of service and sales through service metrics
- A key attribute our Assistant Managers need is to demonstrate they can adopt a customer focused approach to everything that they do
8
Skills For Remote Diagnostics Centre Manager Resume
- Extensive experience of working in a Contact Centre environment is essential
- Experience of managing medium size telephony / remote channels customer service or sales teams
- Experience of working in healthcare a distinct advantage, but not essential
- Extensive experience and expertise in project management of engineering and industry based research projects
- Experience of working in a research environment within the Higher Education environment
- Experience of working within a customer service and sales orientated business
9
Skills For Profit Centre Manager Resume
- Experience of managing staff to achieve sales and satisfaction targets
- Managerial experience in leading professional teams of 5 or more. P&L responsibility for budgets >500k
- Consult with multiple stakeholders in order to improve overall customer experience
- Previous 6 Sigma Black Belt / CPS experience / Built in Quality
- The skill to understand and communicate requirements with a clear, positive and customer-focused message
- Proven track record in outbound contact centre management ideally within Finance Industry
10
Skills For Resource Centre Manager Resume
- Good Knowledge of repairing of Plate type Heat exchanger and High speed separators
- Good understanding of Contact Centre standard practices & measures
- Can be flexible with changing of priorities
- Balance competing priorities in a high volume and dynamic work environment
- Experience in sales, business development, management consulting or partner management
List of Typical Responsibilities For a Centre Manager Resume
1
Responsibilities For Contact Centre Manager Resume
- Experience in contact centres
- Enior Management experience
- To develop and ensure effective implementation of the Centre’s administrative procedures and processes in line with University wide policies
- A confident Manager able to balance complex multiple activities, prioritise and meet tight deadlines
- Skilled to manage operations within set budgets and headcount
- Delivery of an effective and purposeful Centre regime within agreed delegated budgets
2
Responsibilities For Service Centre Manager Resume
- Effective management of a Senior Management team and wider workforce to deliver consistent and sound operational outcomes
- Ensure a consistently comfortable and memorable experience for TDCT customers
- Promoting an overarching culture of honesty, decency, respect and diversity
- Establishing appropriate support services and maintaining regular communication with key stakeholders (the DfE, the Centre's experts, the Lead and Hub schools)
- Providing regular project reports detailing progress, costs, and quality standards as measured against agreed objectives
- Checking & signing off supplier invoices to send to payments centre
- Checking the bank account for incoming payments & input onto sales ledger
3
Responsibilities For Profit Centre Manager Defence, UK & Nato Resume
- Entering & approving timecards on Oracle System
- Keeping checks on debtors & chasing payments where needed
- Managing the delivery of all financial and non-financial reporting requirements
- Working with staff to implement Employee Development Plan (EDP) and conducting regular EDP discussion with employees
- Partnering with Leasing, Brandspace and other internal teams to deliver results
- Translating performance results into efficient business strategies and building capabilities within the Phone Channel
- Developing strategy plan and manage implementation into the department
- Ensuring adherence to FCA regulations within all department activities
4
Responsibilities For Test Centre Manager Resume
- Remaining compliant in all areas
- Ensuring a robust complaints procedure is adhered to
- Managing external relationship with Product Provider(s)
- Taking responsibility as product manager for any product sold through the unit
- Maintaining a safe, secure and respectful environment at all times
- Meeting all contractual expectations of our Home Office client
- Ongoing engagement with key stakeholders, both internal and external clients/public bodies
5
Responsibilities For Trade Service Centre Manager Resume
- Understanding of CC technologies like Omni-channel, Self-help, Automation etc
- Managing project initiation, development, and review processes to achieve project deliverables and milestones
- Approving invoices through Oracle System
- Banking cheques & cash & input onto systems
- Managing TSC real estate, technology, telephone and equipment requirements
- Monitoring and maintaining credit and/or security procedures in accordance with Bank policy and Uniform Rules
- Ensuring the accurate set-up and maintenance of GTB’s Trade Service client and documentation database information
- Ensuring detailed deficiency lists are developed and actioned for all customer trade documentation deficiencies
6
Responsibilities For Refurbishment Centre Manager Resume
- Establishing, monitoring and reporting on the Centre’s operating budget
- Developing and maintaining operational control points, operational integrity and data confidentiality
- Overseeing all staff & tasks
- Establishing Strategic direction for the asset
- Overseeing the centre operations
- Managing within a regulatory environment
- Dealing directly with clients when appropriate, in order to provide expertise and recommendations as required
7
Responsibilities For Service Centre Manager Winnipeg, MB Resume
- Understanding of the change management process
- Annual planning & target setting, weekly, monthly and quarterly reporting
- An engaging communicator with people at all levels in an authentic, professional and polished manner including presenting
- Responsible for ensuring quality and safety companywide and ensuring environmental policies are being followed by all personnel
- Responsible for supporting Services Team by understanding processes and provide training on job flow processes and systems
- Responsible for tracking on-time deliveries and ensuring client quality specifications are being adhered to
8
Responsibilities For Remote Diagnostics Centre Manager Resume
- Responsible for reviewing configurator and invoicing with understanding of the margins and expectations of the different product lines
- Familiar with invoicing practices with an understanding of margins and quoting
- Resource planning, delivery including forecasting demand
- Ensure communication of company and client information and updates are conveyed to all staffing at mobile testing locations
- Uphold, safeguard and promote Connect Hearing’s values and policies relating particularly to ethics, integrity and corporate social responsibility
9
Responsibilities For Profit Centre Manager Resume
- Ensure training and competency plans are in place and that all team members complete required training in a timely manner
- Responsible for process of identifying and approving vendors for services with the support of Supply Chain Management
- Responsible for Services Team producing quotes training on quote production as required
- Responsible for ensuring team follows SVM requirements for quotes and solicits approval from management for quotes with discounting or lower SVM
- Single Point of Contact cutting across all functions- Training, Operations, QA, WF, SME and End- End responsibility
- Discipline Management/Coaching & Counselling
- To liaise with contractors & suppliers with the needs of the building, setting up agreements where necessary
- To maintain Health & Safety standards throughout the building liaising with internal H&S managers when support is needed
10
Responsibilities For Resource Centre Manager Resume
- Co-ordinate and organise events (including short course training) relevant to the Centre
- Cost control, variance and forecasting reporting
- Problem solving, creative and strategic thinking
- Be a transformational change leader dedicated to building a culture of success and engagement
- Budgetary control, payroll and ensuring the Centre’s paperwork is up to date
- Ensure test results of mobile testing sites are successfully downloaded via RMA to HQ within timely deadlines
- Manage mobile testing technical problems remotely and successfully
- Manage mobile testing technical problems remotely and successfully with aid from Pearson VUE Technical helpdesk
- Maintain relations with contract mechanic engineers to ensure successful mechanical operations of mobile testing vehicle
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