Contact Center Supervisor Resume Sample
Wilhelm Cremin
543 Ottilie Parks,
Boston,
MA
+1 (555) 590 5072
Work Experience
Contact Center Supervisor
08/2015
-
PRESENT
Dallas, TX
- Manage team of pharmacy operations associates to promote a working team environment and ensure best practices are shared. Works to develop employee’s skills, evaluates performance and provides feedback. Oversees resolution of employee relations issues and performance standards, productivity and service standards. Conducts hiring, training, and evaluation of staff
- Manage team of call center associates to promote a working team environment and ensure best practices are shared. Works to develop employee’s skills, evaluates performance and provides feedback. Oversees resolution of employee relations issues and performance standards, productivity and service standards. Conducts hiring, training, and evaluation of staff
- Move up to 10 pounds occasionally, by lifting, carrying, pushing, pulling, or otherwise repositioning objects
- Sitting for long periods of time while using office equipment such as computers, phones and etc
- Fingering and Repetitive motions; such as movement of wrists, hands and fingers while picking, pinching and typing during your normal working environment
- Express or exchange ideas with others through the use of spoken word, quickly, accurately, and at an easily audible volume, and receive detailed information through oral communication at usual speaking levels without correction, and/or make fine discriminations in the nature of sounds in the environment
- Assists Contact Center Management and Operations by providing supervision, direction, and leadership
- Act as a source of information and answers to agents’ questions and inquiries
- Understands contact delivery paths and how call volumes, call types and call complexities impact the staffing plan. Monitors service levels to meet department goals. Monitors customer feedback and meets call center metrics including abandonment rates, average speed of answer, after call work flows and quality
Customer Contact Center Supervisor
04/2010
-
06/2015
Chicago, IL
- Works with leaders and human resources to recruit exceptional talent to the organization. Sets and communicates expectations for team members, administers performance reviews, participates in compensation planning as appropriate, coaches and counsels team members, identifies training needs and takes action. Administers Banner Health Systems Policy and Procedures
- Maintains appropriate knowledge of state, federal and local guidelines related to patient confidentiality, labor regulations and other contractual obligations. Works with leader and appropriate Human Resources business segment to maintain departmental integrity and compliance
- Maintains professional and technical knowledge by seeking continuous education and researching emerging trends in call center operations management and healthcare relevant publications
- Coach, motivate and train staff in order to develop their skills and exceed goals
- Mentor staff to manage difficult, escalated customer service issues
- Coach, motivate and train staff in order to develop their problem resolution skills
- Administer monthly and annual reviews of agent performance, through written evaluation, call monitoring, and one-on-one interaction
Claims Customer Contact Center Supervisor
06/2007
-
11/2009
Boston, MA
- Assist in the development of product information tools as well as agent training
- Accountable for knowledge of current product and catalogs
- Manages Shrink and adherence to schedule within budget guidelines. Makes daily adjustments to team schedules as a result of shrinkage and volume demands within the line of business
- Directly responsible for achieving line of business goals as defined for the team
- Analyzes measurable individual and team outcomes and prepares action plans to continuously improve performance
- Assist in analyzing volume demand and manages to applicable key service level goals by line of business
- Usually manages the coordination of the activities of a section or department with responsibility for results, including costs, methods and staffing
- Manage multiple job tasks at one time and escalate issues timely
Education
Salem State University
2003 - 2007
Bachelor's Degree in Communications
Professional Skills
- Experience / Skill: 2-3 years successful experience working directly in a call centre environment; demonstrated supervisory skills
- Strong analytical skills and experience driving efficient, effective, quality service delivery
- Strong team player with demonstrated leadership and coaching skills and the ability to develop others
- Demonstrated supervisory skills or leadership experience required
- Staff development, resource utilization (staffing), excellent communication, organization, and interpersonal skills
- Strong strategic thinking, analytical, and interpersonal skills
- Strong leadership skills with ability to drive performance management
How to write Contact Center Supervisor Resume
Contact Center Supervisor role is responsible for performance, training, leadership, customer, interpersonal, business, coaching, analytical, listening, reviews.
To write great resume for contact center supervisor job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Contact Center Supervisor Resume
The section contact information is important in your contact center supervisor 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 Contact Center Supervisor Resume
The section work experience is an essential part of your contact center supervisor 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 contact center supervisor responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular contact center supervisor position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Contact Center Supervisor resume experience can include:
- Effectively utilize Human Resource Department to ensure that all staff needs in payroll, benefits and policy administration are met
- Carrying out performance measurement, monitoring, and evaluation of all agents to improve the efficiency and effectiveness
- Handling escalations with resolution to deliver best in class client experience
- Strong Systems Thinking and understanding of the order to cash process as it relates to Kodak and customers
- Experience in estimating and pricing
- Recommend agent skill level, training requirements and other specialized needs
Education on a Contact Center Supervisor Resume
Make sure to make education a priority on your contact center supervisor resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your contact center supervisor 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 Contact Center Supervisor Resume
When listing skills on your contact center supervisor 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 contact center supervisor skills:
- Excellent communication and written skills in English, with strong empathy
- Excellent leadership, organizational, communication (written and oral) and interpersonal skills
- Develops and maintains functional resources, schedules and coverage plans required for staff to operate effectively
- Experience working in a high call volume service center or equivalent combination of education and experience
- Prior experience managing associates in a contact center environment
- Assists in the development and maintenance of staff orientation manuals, skills checklist, policy and procedures, and guidelines for the Contact Center
List of Typical Experience For a Contact Center Supervisor Resume
1
Experience For Claims Contact Center Supervisor Resume
- Exercise active listening skills, conflict resolution and negotiating skills with external customers and internal partners
- Represent Service Contract Administration and Customer Operations credibly and effectively with customers and internal partners
- Maximizes potential of subordinates through training and development and effective performance management methods
- Create development plans for each Counselor that contains positive, creative andeffective ideas on ways they can improve their performance
- PC Windows-based software experience required with proficiency in Word and Excel applications
- Strong team player with ability to work across boundaries
- Experience working with ERP & CRM (PeopleSoft, ServiceNow) required
- Compiling and maintaining lists of on-call and key schedules and personnel, and ensuring that the operators can use all lists as required
- Directing schedules, monitoring attendance, breaks and shifts as necessary
2
Experience For Customer Contact Center Supervisor Resume
- Practicing and ensuring compliance with all the organization’s policies and procedures
- Assist with side-by-side mentoring for new employees during training and after training as needed
- Provides assistance and support to department personnel including training and mentoring as required
- Handle interviewing, hiring, promotions, transfers, performance appraisals, performance standards, compensation, counseling and termination of staff
- Perform tasks to assure service level and quality requirements are met, through monitoring quality and performance and providing coaching, as appropriate
- Ensure Counselors understand and apply information presented during formal training sessions
- In addition to hiring for own team, actively participate in departmental staffing initiatives
3
Experience For Hde Contact Center Supervisor Resume
- Utilize scripts, standard operating procedures, and training materials to respond to inquiries in a courteous, timely and professional manner
- Take phone calls in support of meeting contractual requirements during periods of high call volume
- Participates in the hiring process including interviews
- Tracks and records all aspects of each customer service representative’s performance, including attendance
- Identify and document key performance criteria using business requirements documentation and project plans
- Side by side coaching
4
Experience For Claims Customer Contact Center Supervisor Resume
- Conduct call and case handling assessments
- Conduct informal training sessions of team members
- Maintain thorough knowledge of Visa/MasterCard and Banking regulations and industry changes
- Notify Managers of any issues that arise during or after regular business hours
- Conducts performance reviews and performance monitoring as required for Patient Representatives
- Prepare and present documentation for counseling, corrective action, and performance appraisals
5
Experience For Club Contact Center Supervisor Resume
- Assists assigned direct reports in daily operations, maintaining competency in the area of responsibility
- Assists manager by taking actions to ensure development of staff
- Ensure all team members are adequately equipped for their roles, trained on processes and procedures, and adhering to process requirements
- Nurture a ‘Client-Centric’ atmosphere within the Contact Center that guides agents toward exhibiting the right behaviors and values
- Manage all Contact Center reporting requirements
6
Experience For Partner Contact Center Supervisor Resume
- Utilize reporting tools to gain operational insight in order to identify and manage problems and propose resolution
- Recommends and performs disciplinary actions with the Call Center Manager’s consent
- Builds relationships with Cubic’s clients and their customers
- Promotes employee development through effective planning, verbal and written communications, and cross-training. Provides initial orientation and continued training/development of staff members, implementing new processes and systems as needed to align the staff with the department’s needs and direction
- Makes recommendations to increase efficiency and implements recommendations as required
- Writes and presents performance reviews and monthly evaluations as directed by Manager/Director; Coaches and develops PCL’s to have the knowledge and skills to answer callers’ inquiries, responds to requests for support quickly and effectively
- Participating in the analysis of daily, weekly and monthly activity reports and identifies opportunities to optimize the team’s performance and the level of service in general
- Promotes positive work environment and effectively addresses all employee issues or concerns and take appropriate steps to refer employee concerns to the Human Resource department
- Oversees staff to assure assigned task are carried out according to company guidelines. This is accomplished by
7
Experience For Contact Center Supervisor Resume
- Ensure the team is adhering to the company’s/clients policies and procedures
- Assesses individual training needs and ensure needs are met
- Prepares various reports (i.e.: fulfillment, correspondence, quality management, billing)
- Continually motivate, educate and follow up with team members for optimal performance
- When supervisory coverage includes the pharmacy call center, pharmacy technician license required
- Gathers procedural and product information and documents
- Prepares payroll documentation for subordinates
- Monitors and safeguards Quality standard compliance
- Uses appropriate tools to manage and report non-conformance in document control processes
8
Experience For Claims Contact Center Supervisor Resume
- Ensures company communications are distributed to agents in a timely manner (ie, announcements, changes to policy and procedure, etc)
- Ensure that quality standards are met or exceeded by
- Communicates department and organizational objectives and goals to subordinates
- Communicates information to department on specific areas of responsibility and accountability
- Manages and controls department budget and costs
- Prepares and conducts formal performance evaluations
- Conducts regular audits of departmental procedures and systems to ensure compliance with policies and standards
- Track and analyze individual agent performance data
9
Experience For Customer Contact Center Supervisor Resume
- Serve as a mentor for Counselors
- Monitor agents as appropriate and provide feedback, which encourages development
- Coordinate with Training Department to ensure that all staff receives initial and on-going training in order to provide accurate, superior-quality cardholder service. If training resources are limited, prepare and conduct product training as necessary to support the business
- Assist Managers with departmental guidelines, procedures and job descriptions
- Interface with IT Department to ensure that all departmental technical needs are met
- Participate in the evaluation and implementation of new products and services
10
Experience For Hde Contact Center Supervisor Resume
- Assist department members as needed to minimize errors that might result in monetary loss to PSCU
- Recommend process and/or operational improvements to enhance or increase efficiency, reduce costs, and improve the overall level of service
- Prepare and deliver performance evaluations and other employee reviews or coaching sessions as necessary. Conduct employee counseling and monitor corrective action as necessary. Regularly monitor calls to ensure quality of service and review daily productivity and schedule adherence
- Two (2) years experience in the credit card, branch services, lending and/or bill pay industry
- Lead a team of 12 to 15 Customer Service Representatives (CSRs) who are responsible for managing customer inquiries, orders, disputes and returns. The team supports customers in the US and Canada for all Kodak business, several businesses including PS, EPS, UWS, PK and EISD
- Use data to measure performance against determined targets in the areas of communication quality and quantity. Formulate targets and measures for team and individuals. Monitor and report on these targets
List of Typical Skills For a Contact Center Supervisor Resume
1
Skills For Claims Contact Center Supervisor Resume
- Demonstrated effectiveness in managing operational requirements and procedures in a call center
- Set and follow operational processes and have great follow through skills
- Experience in supervising/leading direct or indirect reports in contact center team
- Experience in troubleshooting and solving unusual or rare types of problems
- Conveys strong leadership, teamwork, partnership, innovative thinking, ability to handle stress, multi-tasking, self-directed and flexibility
- Strong competence in the use of technology and software applications including SAP, CRM, Impact 360, and other emerging technologies
- Solid background in navigating bank and other applicable systems
- Has a passion for enhancing the employee and customer experience
2
Skills For Customer Contact Center Supervisor Resume
- Excellent working knowledge of Contact Center operations
- Experience working within a unionized environment would be an asset
- Solid track record of inspiring action based on data driven insight
- Demonstrated ability to cultivate and sustain high-performing, highly engaged teams, as well as to lead through complex change
- Experience applying project management, lean six sigma, and change management methodologies to drive business outcomes
- Experience in the healthcare and/or HR Payroll, HR Benefits, Supply Chain, Accounts Payable, and General Accounting required
- Oversees and manages effective use of personnel resources to insure service quality standards and budgetary scheduling standards are met
- Experience managing 5+ support professionals
3
Skills For Hde Contact Center Supervisor Resume
- Previous training and facilitation experience
- Oversees and manage effective use of personnel resources to ensure service quality standards and budgetary scheduling standards are met
- Responsible for contributing to the development, execution, and maintenance of infrastructure that enables effective support of contact center services
- Experience in branch, operations or other equivalent environment
- Demonstrated leadership ability and employee motivation and engagement
- Proven success in talent management
4
Skills For Claims Customer Contact Center Supervisor Resume
- Demonstrated capacity for sound judgment and ability to balance risk vs. customer service needs
- Overseeing the effectiveness of the coaching program and making necessary modifications, adjustments to optimize the program’s results
- Strong customer service and sales focus
- Client/Customer handling experience
- Experience leading Cross Functional improvement teams
5
Skills For Club Contact Center Supervisor Resume
- Experience in Contact Center
- +3-5 years experience as a Supervisor in customer service industry
- 6 months experience in a supervisor role, preferably in a call center or customer service environment required
- Demonstrate deep knowledge of Contact Center Management practices and ACC/RCC Capabilities
- In a call center environment and/or customer service experience required
- Leadership experience in retail or contact center
- Two (2) years supervisory or leadership experience required
6
Skills For Partner Contact Center Supervisor Resume
- Three (3) years customer service or contact center experience required
- Prioritize and recognize multiple tasks to meet contract standards, dependent on contact center needs
- Skilled with MS office Products (Word, Excel, Outlook, PowerPoint)
- Assist with the development and implementation of procedures pertinent to the effective and efficient operation of the Contact Center
- Makes recommendations to management to improve procedures policy efficiency effectiveness
7
Skills For Contact Center Supervisor Resume
- Developing and implementing initiatives to promote team/morale building and having FUN
- Leading performance management and disciplinary discussions and having difficult coaching conversations
- Coaching and motivating a team of associates to improve customer loyalty and satisfaction
- Understanding of credit and retail transaction processing
- Assisting the Contact canter representatives in providing appropriate solutions and answers to the customers’ questions and/or problems
- Understanding of call center technology and queuing principles
- Working knowledge of Worldmark by Wyndham club rules and guidelines
- Driving KPIs at the individual and team level (attendance, AHT, quality, NPS, upsell close rate, compliance)
- Improving processes to maintain the highest level of customer satisfaction and accuracy
8
Skills For Claims Contact Center Supervisor Resume
- Developing Customer Service Associates, specifically around call management, quality, and behavioural growth
- Liaising with various departments to ensure customer service requirements are met and best practices are implemented
- During high volume times or as the need arises, analyzes and processes pending claims/inbound phone calls
- Serves as backup for teammates during absences, taking calls from clients, meeting deadlines or completing assignments
- Supervise Contact Center Outfitters. Handle personnel issues including development, in-depth coaching, ongoing performance management
9
Skills For Customer Contact Center Supervisor Resume
- Responsibility for personnel decisions that include hiring, coaching, documenting compliance/non-compliance issues, performance management, and CCR separations
- Adept at using call center volume and performance monitoring tools; including: CMS/Infinity Supervisor, RTA, IDP, and WFM
- Facilitate knowledge gathering for development of training material, quality measurements, and specialized reporting requirements
- Ensure delivery of business results by meeting or exceeding all contractual service level agreements and managing Contact Center costs
- Detail oriented when analyzing claims, developing reporting
- Represent the Bank brand well by always presenting a positive professional image and meeting or exceeding customer expectations
- Adapt to change as needed, including learning policies, procedures, and best practices of other business units within the organization
- Responsibility for creation and oversight of the Coaching and Monitoring program within the Contact Center
- Supports the Quality Management System by understanding and proactively upholding guidelines
10
Skills For Hde Contact Center Supervisor Resume
- Answeres incoming calls during times of high volume
- Casts the Shadow of a Leader when on the phones, demonstrating proper phone etiquette, quality of communication, and striving to delight customers
- Responsible for creation and oversight of the Coaching and Monitoring program within the Contact Center
- Develops and implements standard policies and workflows related to patient care and coordination, with specific focused on phone call answering and triaging
- Oversees daily operations, ensuring adequate staffing
- Takes a lead role in creating and managing department schedules
- Monitors the quality and productivity of the team using available tools, including live observations and documentation review
- Vendor management oversight including monitoring vendor productivity and quality
List of Typical Responsibilities For a Contact Center Supervisor Resume
1
Responsibilities For Claims Contact Center Supervisor Resume
- Proficient listening and communications skills, both written and verbal
- Oversee the effectiveness of the coaching program and make necessary modifications or adjustments to optimize the program’s results
- Responsible for writing and administering performance reviews for skill improvement
- Prioritize and manage multiple responsibilities and projects in a fast paced environment
- Insurance, contact center or customer service experience
- And at least 1 year of lead experience
2
Responsibilities For Customer Contact Center Supervisor Resume
- Answering agent questions regarding best practices or difficult calls
- Identifying operational issues and suggesting possible improvements
- Preparing reports and analyzing data to assist management as they determine call center goals
- Working with other supervisors and management team members to support agents and maximize customer satisfaction
- Assists with the screening, interviewing, hiring, and training of Contact Center staff
- Coordinates and facilitates recruiting, interviews, onboarding, and training of new hires and delivers refresher courses as needed
- Responsible for performing audits ensuring alignment with business rules/needs
- Assists with staffing and budget planning, and ensures all goals are met
3
Responsibilities For Hde Contact Center Supervisor Resume
- Utilizes existing knowledge, internal training, and system resources to provide best-in-class support for clients
- Provide coaching and on-going feedback to ensure the highest levels of sales conversions and customer service excellence
- Responsible for departmetn's budget forecasting, tracking and adherence
- ) Technical understanding of basic BI reporting and exposure to call center cisco phones would be helpful
- Develop and deploy Phase I, II, III, IV, and V of CCR performance expectations, used for coaching and training CCRs at every level of their development
- Develop and deploy Phase I, II, III, IV, and V of CCR performance expectations to be used for coaching and training CCRs at every level of their development
4
Responsibilities For Claims Customer Contact Center Supervisor Resume
- Hire, onboard and coach new and existing team members
- Partner with Department Trainer to identify needs and develop training
- Conducts developmental quality monitoring sessions, provides feedback, creates development plans and documents all progress and interactions
- Assists with call centre training needs analysis and program development
- Coaches subordinates on organizational standards and provides position training as required
- Monitors team compliance to quality standards using established audit procedures and systems
- Communicates and partners with Clinical Scheduling and Records Management teams to facilitate daily operations and share cross-function information
- Ensures adherence to standard operating procedures and compliance requirements
- Ensure adherence to sales methodologies and scripts are being followed to maintain a competitive edge
5
Responsibilities For Club Contact Center Supervisor Resume
- Make recommendations for policy, plan and process modifications, implementing approved changes
- Based on the work volume of work, develop work plans and/or hiring plans
- Able to walk, sit, stand and be mobile on the contact center floor in order to assist representatives in doing their job
- Interview and recommend hiring and promotion of contact center staff
- Creates reporting for management
- Promotes working relationships that support the growth and success of the leadership team as well as team members
- Responsible for reporting issues
- Assists and advises staff members in resolving problems and issues that arise with internal and external customers
- Maintains in-depth working knowledge of SAG-AFTRA systems and processes
6
Responsibilities For Partner Contact Center Supervisor Resume
- Assist with new hire and continuation training
- Manage the project from scoping and requirements through deployment for an end-to-end project or specific area of a project
- Improve KPIS through coaching
- Proficient in Metrics and Reporting
- Proficient in MS Office including MS Excel, Word and PowerPoint
- Expertise handling escalations and customers
- Learn or have knowledge of Microsoft Office products including Microsoft Outlook, Word, Excel, Access and PowerPoint
7
Responsibilities For Contact Center Supervisor Resume
- Develop and deploy the call monitoring methodology for remote and side-by-side monthly and quarterly expectation standards
- Work with Operations Specialists across work units to manage staffing schedules and to ensure operational requirements are met
- Ensure open communication through formal and informal channels including work unit meetings and one-on-one meetings
- Engage with call center leadership to ensure issues and concerns regarding CCRs are addressed in a consistent and timely manner
- Creates incentives, holds contests and similar activities to foster a work environment that is both challenging and fun
- Monitors calls to ensure quality service is being offered to all customers
- Respnsible for ensuring team metric goals are met
- Provide day to day workforce management. Develop PEAK, review with employees and participate in yearly Department performance reviews
- Participate in Department and business partner projects
8
Responsibilities For Claims Contact Center Supervisor Resume
- Represent Customer Service and Customer Operations credibly and effectively with customers and internal partners. Act as the escalation point for team and business partners
- Drive improvements in End to End processes to improve Customer Satisfaction, increase revenue and operational efficiency
- Establish Standard policies & procedures and ensure adherence to policies and procedures
- Establish and drive projects to improve accuracy
- Provides leadership support to Contact Center Associates in coordination with Management team to ensure alignment throughout the center
9
Responsibilities For Customer Contact Center Supervisor Resume
- Monitors all intake channels to ensure the department meets/exceeds all Service Level Targets
- Manages time and attendance for both direct and non-direct reports
- Leads mentoring/coaching/departmental discussions with Contact Center Generalists/Specialists/Team Leads to provide guidance on various performance areas including but not limited to: Quality, Call Handling, Organization, Workload balancing, Service Levels and overall performance
- Conducts monthly, quarterly and year-end performance review sessions with both direct and non-direct reports
- Resolves escalated inquiries from Contact Center Generalists/Specialists/Team Leads
10
Responsibilities For Hde Contact Center Supervisor Resume
- Identifies, communicates, and monitors trends in complex client care, gaps in client communication, knowledge, and procedures
- Monitors real-time call volume to ensure adequate phone support and proactively modifies shifts and schedules based on business needs
- Utilizes continuous improvement methodologies to enhance the systems/tools the Contact Center uses to assist clients
- Provides remote or onsite deployment assistance to new clients
- Conducts bi-monthly and monthly team meetings
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