Manager, Contact Center Resume Sample
Perry Dibbert
3975 Gracie Cliff,
Chicago,
IL
+1 (555) 948 7174
Work Experience
Manager, Contact Center
09/2017
-
PRESENT
Boston, MA
- Manages team of first line supervisors for the call center associates in one or more sites. Works to develop employee’s supervisory skills, evaluates performance and provides feedback, and oversees resolution of employee relations issues
- Manages team of first line supervisors for the call center associates in one or more sites
- Works to develop employee’s supervisory skills, evaluates performance and provides feedback, and oversees resolution of employee relations issues
- Works with Call Center Director to develop strategic business work plan goals
- Assist with Budget Planning
- Works with Operations Manager to analyze operations and efficiency of the call center
- Demonstrated understanding of operating a call center including ability to manage average call time, response time, and call volume
- Knowledge of the PBM or healthcare industry required
- Ensure ownership of day-to-day management of the business
Manager, Contact Center Service
07/2013
-
03/2017
Detroit, MI
- Successfully partner with other leaders and departments to address company needs and perpetuate the desired branded experience
- Evaluate customer-facing issues to ensure a timely response in an appropriate manner
- Support projects associated with departmental or company objectives
- Ensure that corporate policies and procedures are followed and consistently applied to issue resolution
- Assist the management team with measuring productivity, analyzing trends and root causes in
- Build a short and long term category strategy that aligns to overall Lines of Business’ strategy with input from key stakeholders (Line of Business, Compliance, Risk, Sourcing, Vendor Management)
- Experience working with and management of a team is required
Manager, Contact Center Workforce Management
07/2006
-
06/2013
Phoenix, AZ
- Experience in working with internal and external partners on projects (e.g., technology implementation)
- Metrics/data experience – operational reporting and analytical skills required
- Experience in continuous improvement; seeking ways to improve customer service and increase efficiency of processes
- Perform complex analysis on issues related to payroll, benefits, and HR
- A focus on customer service and ability to drive for customer satisfaction – actively seeking customer feedback
- Confident and effective in oral and written communication
- Excellent interpersonal, coaching, and influencing skills – ability to motivate others to achieve performance goals
- Experienced in call center technologies (e.g., Remedy)
Education
University of North Carolina School of the Arts
2001 - 2006
Bachelor's Degree in Liberal Arts
Professional Skills
- Strong written and oral communication skills with the ability to effectively communicate with a diverse audience
- Excellent customer service skills with the ability to resolve difficult customer issues
- Strong computer skills with knowledge of SAP and Microsoft office products
- Possesses strong analytical skills and ability to conduct root-cause analysis on complex subjects and translate findings into appropriate action
- Advanced critical thinking skills and the ability to bring in a multitude of stakeholders with big picture and strategic focus to bring about change
- Places a focus on developing individuals and provide consistent coaching to ensure development of needed skills
- Desired - Experience in Verint impact 360 workforce management software experience
How to write Manager, Contact Center Resume
Manager, Contact Center role is responsible for leadership, training, advanced, customer, analytical, coaching, reporting, analysis, research, modeling.
To write great resume for manager, contact center job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Manager, Contact Center Resume
The section contact information is important in your manager, contact center 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 Manager, Contact Center Resume
The section work experience is an essential part of your manager, contact center 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 manager, contact center responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular manager, contact center position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Manager, Contact Center resume experience can include:
- Manage all inbound channels for MANILA Service Center’s HR GS Customers (Phone, web forms, email, fax, chat, etc.) maintaining proper staffing levels and team member training required for achieving targeted performance standards and service level agreements
- Monitor team member’s resource allocation and performance, ensuring proper assignment of cases and workload balancing to deliver targeted MANILA Contact Center Service Levels including the handling of unusual events including malfunctions with enabling technology
- Strong Leadership skills to aid in building a cohesive team as well as developing individuals
- Strong Customer Service skills and a Task Master of administrative detail
- Excellent interpersonal skills, genuinely friendly and approachable
- Interpersonal skills to help nurture employee and customer relationships and work with cross-functional teams
Education on a Manager, Contact Center Resume
Make sure to make education a priority on your manager, contact center resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your manager, contact center 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 Manager, Contact Center Resume
When listing skills on your manager, contact center 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 manager, contact center skills:
- Excellent interpersonal skills, conflict management, coaching and employee engagement
- Strong teamwork/collaboration and group facilitation skills
- Call or contact center experience as a manager. One year work experience scheduling and taking complex scheduling calls with a cancer center
- Demonstrated ownership/accountability and strong results-orientation; ability to lead through change, displaying professionalism at all times
- Analytical skills with the ability to organize and analyze data and make decisions based on analysis
- Superior leadership skills, particularly in cultivating a high-performing, highly engaged and diverse team
List of Typical Experience For a Manager, Contact Center Resume
1
Experience For Manager, Contact Center Service Resume
- Excellent presentation, communication, organization, and conflict resolution skills and capabilities
- Exhibits a strong work ethic and is self-motivation
- Demonstrate the core and job category competencies
- Management experience
- Provide leadership and support across The Laclede Group’s enterprise applications
2
Experience For Manager Contact Center Resume
- Participate in Information Technology Steering Committee Ability to lead by example in support of the Company’s essential characteristics and values: strong ethics and integrity, dedication to a safe work environment, commitment to a diverse workforce that recognizes and respects every individual’s unique skills and perspectives
- Analyze processes and develop solutions
- Maintain and help ensure confidentiality in all employee and HR interactions
- Able to work under pressure in a faced paced environment
- High level of accountability/responsibility
- Able to work on multiple tasks and delegate as needed
3
Experience For Manager, Contact Center Workforce Management Resume
- Provide leadership and support across Alagasco’s enterprise applications
- Communicate thoughtfully and positively
- Manage teams across diverse functional areas and display a positive attitude for this dynamic environment
- Translate organizational strategy into operational improvements
- Fluent in current contact center technologies
- Has experience using process improvement methodologies to developing efficient work flows, implementing quality assurance, and standardizing policies, procedures, and call center performance management
4
Experience For Senior Manager, Contact Center Resume
- Superior leadership skills, particularly in cultivating a high-performing, highly engaged and diverse team. Has a record of recruiting, retaining, developing, and coaching top talent
- Advanced knowledge of Microsoft Excel, Access, Word, and PowerPoint
- Manages and trains a team of +30 Contact Center Associates through a third-party provider that are responsible for handling upwards of +1,000 calls per day supporting customer prospects and residents
- Reviews and establishes Contact Center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses
- Identifies and evaluates state-of-the-art technologies; defining user requirements; establishes technical specifications, and production, productivity, quality, and customer-service standards
- Creates and continuously evaluates processes and procedures; responsible for suggesting methods to improve Contact Center operations, efficiency, and service to internal and external customers
- Proven experience as a Contact Center manager or similar position
- Support and work with their Coach in conducting and delivering formal quality evaluations on a regular basis
5
Experience For Assistant Manager, Contact Center Resume
- Provides exceptional customer service and loves doing so
- Performs root cause analyses and submits recommendations for process improvements
- Performs ongoing training of team on newly developed process and procedures; educates and promotes property operations best practices; coordinates skills and trade-based training for Associates as needed
- Works closely with upper Management to implement efficiency improvement ideas and process improvement initiatives
- Creates and maintains daily, weekly, and monthly metrics for the department and team
6
Experience For Senior Manager Contact Center Resume
- Establishes and maintains the integrity of an incentive program, provides spot incentives and other rewards as motivational tools for the team
- Creates and maintains a high-quality work environment and supports the company culture so team members are motivated to perform at their highest level and grow with the organization
- Contact Center management and training experience
- Has fixed broken Contact Center workflows in the past and established Best Practices
- Superb accuracy and attention to detail
7
Experience For Category Manager Contact Center Services Resume
- Knowledge of performance evaluation and customer service metrics
- Responsible for promotions/salary actions, recruiting/ hiring and terminations. Manage overtime, headcount and recognition budgets for assigned area. Collaborate with HR business partners to administer timely performance management action as needed
- Work with Coach(s) and organizational training team to identify training needs. Review progress and resolve issues through regular meetings and discussions
- Contribute & implement a recognition/reward program for your direct reports with concurrence of Contact Center Division Manager. Appropriately use AXA programs to recognize/reward within and outside immediate team
- Engage with departmental projects, technology installs, process improvement initiatives and other key business partners and share this information with your team and peers
- Proven leadership skills; demonstrated ability to lead and motivate others to achieve results
- Upervisory experience
- Proactive self-starter; proven ability to work independently with minimal supervision/direction
- Work with Scheduling & Forecasting to make and implement real-time decisions in order to meet staffing goals
8
Experience For Senior Manager Contact Center Optimization Resume
- Excellent verbal, and written communication skills; demonstrated understanding/patience and the ability to deliver constructive feedback in a diplomatic, tactful, sensitive and professional manner
- Strong organization and time-management skills; ability to effectively manage multiple tasks/priorities and demonstrate flexibility in a fast-paced environment of changing priorities/demanding circumstances
- Proven analytical and innovative problem solving skills
- Manage and direct operations to ensure targers, service level agreements, and corporate objectives are met
- Serve as change management lead for business unit; apply change management principles and knowledge to develop strategies including organizational assessments, stakeholder analysis and change roadmaps and plans
9
Experience For Manager, Contact Center & Metrics Resume
- Create and maintain staffing plans to staff CCO in the event of disaster or site outage
- Provide monthly stakeholder reports and lead weekly meetings within their selected departments and each operational area that they oversee related to past, present and future performance, as well as potential impacts including monthly Centralized Managerial Resource (CMR) reporting
- Research and analyze trends related to exception processing, make cost-savings recommendations, and implement changes approved by management
- Implement tactical weekly, forecasts that include long-term strategic predictions and calculations to determine workload needs for weekly schedule runs, leave and training availability, staffing for holidays and other organizational events
- Ensure effective and efficient allocation of staff resources (supply) to service projects and initiatives (demand) by scoping out length and duration of projects
10
Experience For Manager, Contact Center Resume
- Ensure compliance with all laws and regulations associated with the delivery of banking services and applications
- Collaborate with leadership to coordinate, execute and maintain programs and initiatives and presents conclusions and serve as strategic advisor with recommendations to management
- Formulate, analyze, summarize and present to senior management statistics and reports to identify/ analyze trends, call volume/ wait time/ quality, section performance metrics, and employee productivity
- Recommend technical and functional solutions to requirements and develops metrics to measure the effectiveness of said solutions
- Maintain flexibility and adaptability to rapidly set up dedicated RS teams to field Ad Hoc assignments delegated at the executive level
- Act as a project lead on advanced specialized projects for the operations team or in resolution of technical problems that would critically impact performance, schedule or cost for the contact centers overall
- Serve as an escalation point for client issues
List of Typical Skills For a Manager, Contact Center Resume
1
Skills For Manager, Contact Center Service Resume
- Effective interpersonal, verbal and written communication skills that include the ability to interact with others diplomatically and tactfully
- Advanced knowledge of research, gather and synthesize data; present conclusions and recommendations to management and/or team members skills
- Advanced skill interpreting, extrapolating and interpolating data for statistical research and modeling
- Desired - Experience in leading, directing and controlling a large, high volume contact center
- Experience working across multiple operating companies/entities and customers
- Significant experience in collaborating with other business units to analyze and improve processing procedures and resolve problems
- Strong Customer Service Competencies
- Customer Service Operations supervisory experience
2
Skills For Manager Contact Center Resume
- Strong knowledge of customer operations organization, practices, policies and procedures
- Relevant credit experience required
- Progressive Contact Center / Customer Service experience, preferably with a concentration in the delivery of Shared Services
- Experience executing on integrated shared services solutions
- Strong understanding of Business Process/ Shared Services Operations
- Experience managing in a mutli-channel contact center
- Call center or customer service leadership experience
- Advanced skill in thinking analytically to include summarizing information and clearly identifying key elements, patterns, results or relationships
3
Skills For Manager, Contact Center Workforce Management Resume
- Significant experience in producing desired results and achieve objectives
- Advanced skilled with database, and presentation software
- Desired – Experience with leadership and management in diverse and complex operational environments
- Evaluating customer requirements needs during RFP/RFQ process when Call Center activities are required
- Direct the team’s overall recruiting, staffing, scheduling and performance management to best care for the delivery partners who count on your team
4
Skills For Senior Manager, Contact Center Resume
- Manage day-to-day operations of Contact Center ensuring we are meeting SLA's and responding to customer inquiries in a timely manner
- Participate on project teams when required if considerations to scheduling, leave management, hiring/training process, etc. are impacted
- Meet the service needs of a range of customer issues including but not limited to credit and collections and billing issues
- Possess a comprehensive understanding of the operations budget and operating within budgetary restraints
- Responsible for identifying opportunities for process improvements and implementing new ideas
- Accomplishes organization goals by accepting ownership for accomplishing new and different requests; explores opportunities to add value to bottom line results
- Extended use of computer equipment including a keyboard, monitor and mouse
5
Skills For Assistant Manager, Contact Center Resume
- Desired - Advanced knowledge of banking/financial industry trends, products and services
- Oversee all day-to-day and hour-to-hour aspects of the team, including active and consistent daily management of employees
- Monitor performance metrics to ensure workforce alignment with company goals and objectives, including support of Care’s quality assurance program
- Discuss and evaluate each agent’s individual growth path, using a realistic approach and in-depth knowledge of other credit union departments
- Optimize Contact Center resources leveraging the best Workforce Management practices and technology in alignment with Delivery Channel Strategies
- Facilitate meeting with business owners to review incidents and potential future issues
- Communicate Change Management service procedures and working practices and changes to internal standards, processes, procedures and technology
- Desired - Advanced knowledge of Navy Federal Contact Center procedures, policies and practices
6
Skills For Senior Manager Contact Center Resume
- Manage complex operations, processes and multiple assignments
- Lead, motivate and develop teams to accomplish goals
- Knowledge of and familiarity with call center computer systems
- Experienced in shaping solutions, with strong communication and collaborative partnership skills with internal and external stakeholders to ensure the effective execution of shared services solutions across the enterprise
- Experience developing strategies in alignment with functions’ strategy to execute and ensure the availability of resources and best quality service
7
Skills For Category Manager Contact Center Services Resume
- Develops approaches in alignment with the overall GS strategy in order to execute and ensure the availability of resources and best quality service, for global shared services solutions within functional area of expertise
- Experienced in development and reporting of shared services analytics to manage performance and drive data-based decisions for HR and the organization
- Has a record of recruiting, retaining, developing, and coaching top talent
- Leverages critical business and process analytics and reporting within a shared servicesfunction to manage and monitor performance and business results
- Has knowledge of accounting business, financial, and organizational factors in development shared services solutions
- Possesses 3 years of managing contact center teams in a large and multi-site organization with workforce optimization technology
- Has demonstrated success in managing high performing customer contact center with superb customer and employee satisfaction that consistently met/exceeded operational, service, and budget goals and metrics
8
Skills For Senior Manager Contact Center Optimization Resume
- Advanced knowledge of contact center operations to include developing staff, scheduling coverage, forecasting call volume, using voice response systems and applying quality service methods
- Significant experience with workflow and program development; systems analysis and design; systems testing environments; and development of requirements documents, procedures and implementation plans
- Significant experience which includes performing investigative, technical, or associated systems analysis and development work which demonstrates the ability to use and interpret regulations, specifications, instructions and policies
- Advanced knowledge of innovative thinking techniques to solve problems and facilitate the decision-making process
- Advanced knowledge of financial industry trends, products and services
- Is an industry thought leader in education and/or call centers
- Managing contact center teams in a large and multi-site organization with workforce optimization technology. Has demonstrated success in managing high performing customer contact center with superb customer and employee satisfaction that consistently met/exceeded operational, service, and budget goals and metrics
- Quantitative skills for statistical analysis and budget assessment
- Establish a strong network of peers in various departments to support a collaborative effort
9
Skills For Manager, Contact Center & Metrics Resume
- Regularly promote new ideas and cost effective initiatives
- Manage and develop direct reports on the Driver Care Leadership team, including multiple Managers and their Leads
- Collaborate with the Leadership team (the VP of Care and your peers) to align on Care-wide strategy and projects
- Manage technology implementation projects that affect drivers and the contact center
- Has thorough knowledge of Contact Center systems and processes
10
Skills For Manager, Contact Center Resume
- Responsible for delivery of projects and initiatives within the organization
- Focus on improving representatives overall call quality and quantity, while ensuring improvement of overall customer experience as measured by Net Promoter Score KPIs
- Experience with reporting, forecasting, WFM modelling, KPI’s and best practices as applicable in the contact center business
- Maintain high level of visibility while willing to take on new challenges
- Able to analyze data and metrics to identify trends/recurring issues to assess for root cause and solution
- Knowledge of Medical Insurances
- Uphold professional and positive attitude and leader for others
- Conduct regular one-on-one sessions and team meetings to keep staff engaged and informed
List of Typical Responsibilities For a Manager, Contact Center Resume
1
Responsibilities For Manager, Contact Center Service Resume
- Partner with the Account Management team to develop and execute a plan for proactive management of current clients to help increase client satisfaction and renewal metrics
- Provides effective support and resolution on contact center service-line issues
- Solid Sales Competencies
- Manage and develop 3 to 5 direct reports including conducting their job performance appraisals
- Represent the Contact Center in a positive manner while building relationships with internal business partners
2
Responsibilities For Manager Contact Center Resume
- Adhere to approved operations budget
- Participate in regular reviews of knowledge management tools
- In collaboration with Care Center and Provider Site leadership, supports a vision and culture that reflects a patient care-focused environment. Collaborates, as appropriate, to discuss and effectively manage ongoing contact center operations and resolve operational, staff and financial issues pertaining to the contact center
- Participates in work groups, teams, task forces and committees to support ongoing improvement in contact center operations. Provides value-added and productive input and drives continual improvement, supports standardization and streamlining, and resolves ongoing patient care issues
- Analyzes program goals and objectives given current contact center service delivery trends, makes accurate short- and long-term projections to establish program needs and resource requirements; and helps to identify potential sources of funds and revenues to meet those requirements
3
Responsibilities For Manager, Contact Center Workforce Management Resume
- Uses contact center performance metrics and other benchmarking tools to review performance on census, operational, financial, patient satisfaction, provider satisfaction, and patient safety standards. Ensures contact center meets established standards. Takes ownership of and appropriate action to improve contact center performance
- Oversees quality of task (i.e., electronic health record) management to support patients and providers. Audits for accuracy and completeness. Reviews task routing and response times. Mentors and coaches contact center staff on areas of improvement
- Coordinates facility management and support, including voice and data communications, electronic medical record and clinical information systems, space, and equipment. Manages building maintenance and repairs with site manager. Participates in the integration of clinical information systems into contact center operations
- Manage a team of 3 to 5 Team Leads who in turn each manage 10 – 15 Consultants. Develop a positive, productive 1:1 working relationship with team members by leveraging their skills effectively to meet departmental needs
- Support team's career development by providing timely and effective feedback, completing job performance appraisals annually and challenging them to deliver high quality work
- Be responsible for talent management including hiring, development, and performance management for the Contact Center team
- Ensure attainment of Contact Center performance measures including quality, customer satisfaction, service level, and productivity for multiple lines of business
4
Responsibilities For Senior Manager, Contact Center Resume
- Take a consultative approach with internal business partners to help them solve business problems through the Contact Center
- Identify and implement opportunities to drive performance improvement via process enhancements, systems, and people
- Establish and maintain cross organizational relationships that align with company goals
- Use Contact Center reports to proactively analyze and respond to trends
- Ensure that written procedures and processes are documented for all functions within area of responsibility and update as necessary to provide staff with instruction and guidelines for daily operations
5
Responsibilities For Assistant Manager, Contact Center Resume
- Keep senior leadership and stakeholders informed of status and performance
- Hold self and others accountable on timeliness, accuracy and customer service on a regular basis; give general direction
- Coach and develop direct reports (3 – 5) to ensure consistency in communication, development of their teams, teamwork, and accountability
- Act as a resource and role model for all members of the Contact Center staff
- Make independent as well as collaborative decisions that directly impact the performance of the Contact Center as well as the company at large
- Deliver meaningful and to the point performance reviews and assessments
- Ensures positive working relationships and effective communication, and ensures that associates are equipped with information critical to the success of their roles. Builds and develops an effective high performance team. Works through direct reports to ensure competence and continuity of qualified CSR s through optimum selection, training and development, appraisal and motivation techniques
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