Call Center Manager
Writing a great call center manager resume is important because it is one of the first things a potential employer will see when they are considering you for a position. It is your opportunity to make a good first impression and sell yourself as the best candidate for the job.
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If you're looking for inspiration when it comes to drafting your own call center manager resume, look no further than the samples below. These resumes will help you highlight your experience and qualifications in the most effective way possible, giving you the best chance of landing the call center manager job you're after.
firstname.lastname@example.org | (471) 637-4740 | Lincoln, NE
I have over 5 years of experience as a Call Center Manager. I am an expert at managing and motivating call center teams to achieve peak performance levels. I have a proven track record in reducing costs, improving quality and increasing productivity. I am also skilled at developing strong relationships with customers and other stakeholders.
Call Center Manager at Concentrix, NEMar 2022 - Present
- Led a team of 50 customer service representatives who handled an average of 100 calls per day.
- Implemented a new call center software that reduced the average handle time by 30 seconds.
- Trained new hires on company policies and procedures, as well as product knowledge.
- Developed scripts for common caller inquiries which improved first call resolution rates by 5%.
- Monitored employee performance through daily listening sessions and provided feedback to help them improve their skills.
- Created monthly reports detailing KPIs such as abandoned calls, hold times, and transfer rates.
Assistant Call Center Manager at Teleperformance, NEJul 2017 - Mar 2022
- Led team of 15 customer service representatives who handled an average of 100 inbound calls per day.
- Implemented new call center software that reduced average call time by 30 seconds.
- Hired and trained 5 new customer service reps.
- Negotiated with vendors to get a 10% discount on monthly phone bill.
- Developed standard operating procedures for the call center which increased first contact resolution rate from 60% to 75%.
- Created a rewards program for top performers that resulted in a 20% increase in productivity.
High School Diploma at Lincoln High School, Lincoln, NEAug 2012 - May 2017
In high school, I learned how to read, write, and do basic math.
- Interpersonal skills
- Organizational skills
- Time management
- Conflict resolution
- Motivational skills
- Emotional intelligence
email@example.com | (568) 171-9204 | Omaha, NE
I am a Call Center Manager with over 5 years of experience in the industry. I have a proven track record of overseeing successful call center operations and managing high-performing teams. I am an expert at developing creative solutions to challenging problems, streamlining processes, and maximizing efficiency. I thrive in fast-paced environments and enjoy working collaboratively to achieve collective success. My passion for people management and my dedication to providing exceptional customer service make me an ideal candidate for this role.
Call Center Manager at Offshore Inc, NEMar 2022 - Present
- Led a team of 12 call center representatives who successfully completed over 100,000 customer service interactions per month.
- Achieved an average customer satisfaction rating of 95% or higher for the past six months.
- Reduced call handle time by 20% through process improvements and implementation of new technology.
- Implemented a quality assurance program that resulted in a 25% decrease in customer complaints.
- Led training sessions for new hires on company policies and procedures as well as best practices for providing excellent customer service. •Successfully resolved all escalated issues brought to my attention by customers or employees within 24 hours.
Assistant Call Center Manager at Contact Solutions, NESep 2017 - Mar 2022
- Managed a team of 50 call center agents.
- Increased average handle time by 10%.
- Decreased customer churn rate by 2%.
- Achieved 95% customer satisfaction rating.
- Generated $1M in new revenue through upselling efforts.
- Trained and developed 5 new supervisors.
High School Diploma at Lincoln High School, Lincoln, NEAug 2013 - May 2017
I've learned how to manage my time, how to study for exams, how to do research, and how to write papers.
- Customer Service
- Time Management
- Stress Management
- Conflict Resolution