Call Center Operations Manager
Writing a great call center operations 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 operations 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 operations manager job you're after.
Resume samples
Francene Kleinman
francene.kleinman@gmail.com | (502) 687-0981 | Bowling Green, KY
Summary
I am a Call Center Operations Manager with over 5 years experience in the industry. I have extensive knowledge of call center operations and procedures, as well as a proven track record in managing and motivating teams to achieve results. I am an excellent communicator and have superb organizational skills, which enable me to effectively manage multiple projects simultaneously. I thrive in fast-paced environments and enjoy working with people from all walks of life.
Experience
Call Center Operations Manager at Bluegrass Telco, KYMay 2022 - Present
- Led a team of 50 customer service representatives in a high-volume call center.
- Answered an average of 500 calls per day while maintaining quality standards.
- Trained new employees on company policies and procedures.
- Created shift schedules that optimized coverage and minimized overtime costs.
- Implemented a new CRM system that improved efficiency by 30%.
- Resolved escalated customer complaints.
Senior Call Center Operations Manager at Lexington Telco, KYSep 2017 - Apr 2022
- Led team of 50 customer service representatives who handled an average of 100,000 inbound and outbound calls per month.
- Implemented new call center software that improved efficiency by 15%.
- Negotiated with vendors to get better rates on supplies and services.
- Trained new employees on company policies and procedures.
- Monitored employee performance and provided feedback for improvement.
- Resolved customer complaints in a timely manner.
Education
High School Diploma at Lexington Catholic High School, Lexington, KYSep 2013 - May 2017
I have learned how to study for and take tests, how to do research, and how to write papers.
Skills
- Communication
- Organization
- Time Management
- Customer Service
- Conflict Resolution
- Stress Management
Carlyn Spiteri
carlyn.spiteri@gmail.com | (302) 802-7560 | Columbia, SC
Summary
I have over 5 years of experience managing call center operations. I am an expert at streamlining processes and improving efficiencies. I have a proven track record of reducing costs while increasing productivity. I am passionate about providing excellent customer service and ensuring that my team is always meeting or exceeding expectations.
Experience
Call Center Operations Manager at IQor, SCMar 2022 - Present
- Hired and trained a team of 15 customer service representatives.
- Implemented new call center software that increased efficiency by 30%.
- Negotiated with vendors to reduce costs by 20%.
- Developed KPIs and metrics to track performance and identify areas for improvement.
- Created a culture of excellence resulting in high employee satisfaction rates (90%).
- Achieved monthly targets for number of calls handled, first call resolution rate, abandoned call rate, etc.
Senior Call Center Operations Manager at Concentrix, SCAug 2017 - Mar 2022
- Led team of 50 customer service reps to achieve 95% satisfaction rating.
- Implemented new call center software that increased efficiency by 15%.
- Trained and developed 5 new supervisors.
- Successfully reduced turnover rate by 10%.
- Achieved monthly sales goals for 3 consecutive years.
- Exceeded customer expectations for quality and service.
Education
High School Diploma at Dorman High School, SCAug 2013 - May 2017
I've learned how to study for and take tests, how to do research, and how to write papers.
Skills
- Communication
- Organization
- Time Management
- Customer Service
- Conflict Resolution
- Stress Management