Call Center Manager Resume Sample

These are some examples of job descriptions 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, 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 measure.

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.

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.).

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.

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 rate.
  • Create, review and maintain customer files to ensure yearly tax information is communicated to the customer.

Call Center Manager

  • Manage daily operations of a call center with Customer Service, Inbound and Outbound Sales departments.
  • Ensure exceptional customer service and support provided to all customers.
  • Maintain and improve call center operations by monitoring system performance; identify and resolve problems; prepare and complete action plans; complete system audits and analysis; manage system and process improvement and quality assurance programs.
  • Responsible for recruiting, hiring, training, disciplining, evaluating, developing, and terminating of call center staff.

Call Center Manager

  • Interviewed, hired and trained sales and customer service staff to increase revenue and higher level of customer service.
  • Additionally, interviewed and recommended to hire 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 maintaining.

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 competitive bonus program to positively influence daily, weekly, and monthly number of leads generated.

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 scheduling.
  • 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.

Call Center Manager

  • Managing telemarketers in persuading the customers to buy the organization’s products and services.
  • Interfacing closely with 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 sales force directly.

Call Center Manager

  • Processed performance reviews and reports for call center and employees and presented reports during board meeting.
  • Directed groups of 20 – 30, initiated performance reviews and handled employee affairs.
  • Work on various computer programs; Microsoft Office, Outlook, ADP, Costguard, Internet Explorer, PeopleSoft.

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 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 to in order to gain new consumers and generate revenue increasing results.

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