CALL CENTER MANAGER Resume

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SAMPLE RESUME


YOUR NAME
Address
980000xxxx * someone@jc.com

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CALL CENTER MANAGER

Extensive call center management experience with major companies. Possess strong team leadership, coaching, and motivational skills. Technologically savvy with extensive experience working with telephony systems.
Extensive interviewing and hiring experience.
Establish performance goals to exceed efficiency levels, quality assurance standards, and sales targets.

Core competencies include:

Maintaining superior customer service and high performance.
Hiring, training/developing, motivating, coaching, evaluating and retaining qualified staff.

Building a team that effectively supports client programs, products and services.
Maintaining service, talk/wrap time, data, and both client and consumer satisfaction levels.
Leading workflow distribution and floor management to ensure service levels are satisfied.

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PROFESSIONAL EXPERIENCE

Company, City Date - Date
Inbound Call Center Manager

Direct call center operations as a liaison between clients, supervisors, and call center employees.
Administer performance management by diagnosing improvement opportunities, providing effective feedback, coaching, training, professional development, and corrective action plans.
Review call center statistics to measure staff performance and the need for improvement.

Develop sales techniques of each customer service representative to drive revenue growth .
Coordinate the interviewing, hiring and training of over 600 customer service representatives.
Monitor interaction between staff and callers to ensure quality assurance standards.
Perform quality checks, develop and review performance reports, identify areas to improve, and implement measures to improve performance levels and meet objectives.
Conduct group training sessions on financial products and services.


Company, City Date - Date
Outbound Call Center Supervisor

As team leader, motivated and supervised an outbound call center staff of 400 staff.
Conducted hundreds of interviews with responsibility for the placement of over 200 employees.

Developed a system and call scripts to facilitate the efficient management of call volume.
Ensured strict adherence to company policies and procedural guidelines.
Provide customer service excellence and technical support on telephony systems.


Company, City Date - Date
Customer Care Representative

Provided quality customer service with a high volume central processing and distribution center.
Accurately and efficiently input data utilizing the exception alpha-numeric keyboarding skills.
Kept apprised of products, services, promotions and warranties.

Represented third-party national catalog companies and home shopping networks.
Responded to customer calls and inquiries regarding product orders, warranty issues.
Expedited and facilitated the escalation of customer service issues.
Collected customer demographics and payments on orders placed.


EDUCATION

Degree Name, Major, Date
College, City, State, ZIP

COMPUTER SKILLS

MS Word, Excel and PowerPoint; telephony and proprietary call center systems.