A Call Center Manager must be able to multitask, possess excellent communication skills, and work independently. They are responsible for setting up new accounts, providing training sessions for members of their team, working with vendors and developers to create new marketing initiatives, collaborating on effective branding strategies, and resolving customer complaints. The top skills for this position are management skills, written communication, public relations skills, community management, marketing campaigns, customer service, and self-motivation. A high school diploma or equivalent is required for this position, but a bachelor’s degree can be helpful.
The Best Call Center Manager Resume Samples
These are some examples of accomplishments we have handpicked from real Call Center Manager resumes for your reference.
Call Center Manager
- Fielded public opinion research polls, focus group recruitment projects, voter advocacy campaigns, get-out-the-vote campaigns, and customer satisfaction surveys.
- Routinely conducted multiple projects simultaneously, across various time zones, with up to 4 shifts scheduled at different times of the same day, in both English and Spanish.
- Deployed 190 phone lines, a computerized phone dialer (Voxco), 120 interviewers, 65 phoning stations to accomplish daily tasks.
- Local clients during this period included Mayor Kevin Faulconer, various City Council members, and agencies advocating for or against city and county ballot measures.
- Retained customers for over 200% projected profit.
Call Center Manager
- Oversee daily sales and customer service activities of 6 teams of between 90-120 licensed insurance agents.
- Identify performance trends and react accordingly in order to meet/exceed business objectives.
- Develop and implement individual and collaborative performance improvement plans.
- Recognized by the Area Manager for outstanding performance in guest service and call monitoring.
- Awarded annual customer satisfaction award for customer service, food quality, and product diversity.
Call Center Manager
- Researched, selected, and implemented the call center with a CRM system, phone system, and call center statistics.
- Created a customer service training manual and quality assurance form.
- Conducted administrative processes; planning, assigning, and directing work; appraising performance; setting development and performance goals and expectations; as well as handling hiring and disciplinary actions as needed.
- Established KPI objectives to increase productivity and exceed company goals (call time, wrap time, number of calls, etc.).
- Once again recognized by the Area Manager for outstanding performance in guest service and call monitoring.
Call Center Manager
- Responsible for high volume medical collections, workers comp, all insurance also HMO insurance and medical setting accident claims, legal posting, and managing account payments.
- Generating revenue by making payment arrangements, collecting accounts, monitoring, and pursuing delinquent accounts.
- High volume inbound and outbound phone calls following all required FDCPA and HIPAA regulations and system procedures maintain a working knowledge of client policies and procedures.
- Trained and led to the completion of a new level of training in Guest Service and Call Monitoring prior to the end of their contract period; all eight employees maintained a customer satisfaction rating above 95%.
- Accomplished project goals in an expeditious manner, exceeding internal benchmarks and providing a product that was innovative, people-oriented, and respectful.
Call Center Manager
- Oversee day-to-day contact center operations and business planning, employee development, operational efficiency, and service excellence.
- Demonstrated performance promoting standards of ethical and professional conduct.
- Monitor queues and track inbound calls. Keep agents aware of inbound calls, calls waiting, abandonment rates.
- Create, review and maintain customer files to ensure yearly tax information is communicated to the customer.
- Accomplished project goals in an expeditious manner, exceeding internal benchmarks and providing a product that was innovative, people-oriented, and respectful.
Call Center Manager
- Manage daily operations of a call center with Customer Service, Inbound and Outbound Sales departments.
- Ensure exceptional customer service and support are provided to all customers.
- Maintain and improve call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analysis; managing system and process improvement and quality assurance programs.
- Responsible for recruiting, hiring, training, disciplining, evaluating, developing, and terminating call center staff.
- Established the highest level of customer satisfaction through high-quality service delivery and meeting deadlines on projects from initial bids to completion.
Call Center Manager
- Interviewed, hired, and trained sales and customer service staff to increase revenue and a higher level of customer service.
- Additionally, interviewed and recommended hiring a warehouse logistic manager to oversee inventory restructure and implement cycle counting.
- Created national and local geographical districts and assigned to sales agents for call out and maintenance.
- Achieved the highest level of customer satisfaction through high-quality service delivery and meeting deadlines on projects from initial bids to completion.
- Designed effective solutions while remaining within budgetary parameters while maintaining a flexible mentality to address changing customer requirements as they arise.
Call Center Manager
- Revised existing cold call script, and added stronger value proposition, resulting in an increased call time average.
- Retrained lead generators and new hires, closing tactics, which increased lead production by more than 300%, with the new cold call script.
- Programmed Five9 auto-dialer to call on lists during peak hours in each of the 4 time zones.
- Implemented a competitive bonus program to positively influence daily, weekly, and monthly leads generated.
- Gained recognition for developing a new client, who was not previously in contact with the company.
Call Center Manager
- Responsible for the Call Center functions of a growing FQHC community health clinic.
- Trained and supervised staff in call center functions including systems, customer service, protocols, and patients schedule.
- Ensured protocols and procedures were followed for error-free results and positive customer feedback.
- Assessed areas needing improvement, prepared suggested plans and worked through change management.
- Developed policies to ensure that the call center’s high-performing staff would be treated equally.
Call Center Manager
- Managing telemarketers in persuading the customers to buy the organization’s products and services.
- Interfacing closely with the sales department to ensure alignment.
- Using data-driven examines to optimize telesales and telemarketing operations.
- Maintaining accurate detailed and applicable contact data in the database.
- Calling sales prospect individuals in target industries for qualifying leads and setting up appointments for salesforce directly.
Call Center Manager
- Processed performance reviews and reports for call center and employees and presented reports during board meetings.
- Directed groups of 20 – 30, initiated performance reviews, and handled employee affairs.
- Worked on various computer programs; Microsoft Office, Outlook, ADP, Coastguard, Internet Explorer, PeopleSoft.
- Gave a performance appraisal, which included an increase based on the previous records and professional references.
- Took on leadership and mentoring responsibilities for two individuals in their twenties, who were also responsible for leadership roles.
Call Center Manager
- Manage client CRM databases by adding inputs and queries to help manage campaign outcomes and ensure marketing staff is fully equipped to complete daily tasks and assignments.
- Act as point of contact for a company with assigned clients/campaigns which includes facilitating strategy meetings, conference calls, and organizing product training sessions.
- Promote events, services, and products on behalf of clients in various technical fields in order to gain new consumers and generate revenue-increasing results.
- Maintained positive relations with external clients, suppliers and co-workers; contributed to the department’s bottom line by planning out the month ahead and delegating tasks.
- Established goals for himself and his team; leading by example of daily activities in both personal and professional matters.
Wrap Up
Resumes are a crucial aspect of any job search. In order to make a good first impression, it is important that your resume be formatted and written professionally.
Hope these samples gave you an idea of what your resume should look like and some tips on how to make sure that your resume stands out from the rest.
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