Call Centre Manager Resume Sample

A Call Center Manager works at a call center and helps to oversee the everyday operation of the center’s duties. Duties of a call center manager include supervising staff, communicating with agents and clients, scheduling employees, hiring, firing, training, solving problems, and implementing solutions.

For many, writing a resume can be daunting. If you are working on your own, it is easy to become overwhelmed with the amount of information you need to include and how best to present yourself.

The sample resumes below provide great examples of how to write an effective resume.

The Best Call Centre Manager Resume Samples

These are some examples of accomplishments we have handpicked from real Call Centre Manager resumes for your reference.

Call Centre Manager Resume Sample 1

Developed customer service skills by handling multiple customers simultaneously.
Achieved 98% call quality rate requirement by training agents in effective telephone etiquette.
Updated internal database to ensure all current contact information was changed per required guidelines.
Successfully implemented team-based approach to improve work flow and increase productivity, leading to record sales month of $20 million dollars.
Increased new customer base by 50% through idea sharing; established quarterly brainstorming sessions with new product development team.

Call Centre Manager Resume Sample 2

Increased call centre revenue by 5% and secured retention of valued clients.
Supervised 10 agents; motivated, coached, and educated to the full completion of firm’s certification testing.
Updated available resources and worked with IT to improve technological infrastructure for 13 workstations.
Recognized top achiever in team-building award based on positive influence on both personal and professional relationships among staff members at the Call Centre.
Provided leadership during national disaster; organized resources within company and communicated effectively with governmental representatives and news media outlets to provide information on affected clients and services rendered.

Call Centre Manager Resume Sample 3

Recruited and hired ten new managers and 150 call center agents to meet the demand of customer service.
Recognized for delivering record revenue; streamlined business process through creative time management strategies, resulting in company growth.
Propelled best-in-class performance results, achieving quarterly profit target by 16 percent; implemented outstanding work ethic methodologies such as telecommuting and team incentives.
Achieved maximum full capacity throughput during three major product launches; streamlined integration of remote operations with headquarters facility operations.
Analyzed efficiency data to identify process improvements that led to a 3 percent reduction in costs due to increased employee productivity and equipment automation.

Call Centre Manager Resume Sample 4

Initiated and managed contracts with several new clients, specifically in the field of datacom.
Ensured customer satisfaction by maintaining 100% up-time for 24/7 servers; also contributed to 99.5% network uptime.
Achieved continuous improvement of departmental performance, resulting in a decrease in expenses and an increase in revenue.
Secured agreement between company and client over $40 million per year through negotiation and communication skills.
Managed projects that provided $3 billion worth of savings to client’s operating costs over seven years period.

Call Centre Manager Resume Sample 5

Manage a global organization through the use of technology to achieve customer satisfaction and maximum return on shareholder value.
Received Executive Club Award for top management achievement in providing quality service that exceeds customer expectations.
Handled over 1000 interactions/day, averaging 30 seconds per call, giving rise to 50% decrease in volume escalation rate.
Oversee an average of 10% revenue growth each month with 40% increase per quarter by motivating high-performing work groups to meet/surpass monthly goals.
Recruited from more than 100 applicants; hire personnel based on superior interpersonal skills and sound decision-making abilities.

Call Centre Manager Resume Sample 6

Spearheaded development of new training materials for all call centre agents, including sales scripts.
Worked with five departments to increase call route efficiency by 15%.
Oversaw the implementation of the first automated voice response system used by any sector in the company.
Responded quickly to service disruptions, assisting clients and improving customer perception during two large-scale hosting outages at one of Canada’s leading IT companies.
Implemented successful Call Centre performance management strategy; quota achievement increased 25% (highest in previous 8 years), quality scores up 22%.

Call Centre Manager Resume Sample 7

Established and maintained a culture of safety within the Call Centre; eliminated exposure to sick days.
Reduced work related injuries from 20 cases per month to just 2 cases per year.
Increased productivity by more than 10% through training programs that improved employees’ interpersonal skills.
Motivated Call Centre agents to reach higher levels of professional competence by improving their morale, performance, and knowledge base through programs directed toward individual development.
Create a positive relationship with management based on mutual trust which allowed for an up-to-date schedule conducive to success.

Call Centre Manager Resume Sample 8

Effectively monitor daily productivity and performance of 30+ staff members while minimizing system downtime.
Provided superior customer service to all internal and external customers; recognized by peers after successfully resolving complex technical issues over the phone.
Achieved top sales figures within branch during peak season with consistent client satisfaction ratings above 94%.
Maintained proper reports on funding applications, which brought in $250,000+ in new business for company per month.
Recognized as an innovative leader with ability to design, develop, and implement strategic industry standard software for Call Centre agents.

Call Centre Manager Resume Sample 9

Pioneered an incentive program for employees who met or exceeded sales goals- the program was implemented company wide after it succeeded in my department.
Managed team of up to 20 reps during peak calling periods, ensuring they were properly logged and handling customer concerns/queries in a timely manner, with positive feedback on call quality.
Improved complaint resolution rate by 25% through coaching of staff members on how to escalate complaints correctly- lowering turnover by 12%.
Increased sales revenue by 15% over the year I was employed; recognized as top sales performer by management team.
Streamlined process for resolving escalated billing issues resulting in reduction time spent per escalation from >20 hours to 1 hour, with an 80% resolution rate.

Call Centre Manager Resume Sample 10

Provide leadership, direction, and coaching to team members.
Manage daily operations of the call center through effective planning, budgeting, recruiting, training and scheduling.
Increase customer service by 33% in 6 months; recognized for outstanding performance.
Promote employment equity by ensuring all applicants receive fair consideration without regard to race, color, religion , gender or sexual orientation.
Create support strategies to meet business goals for staff retention and career development including employee recognition programs.

Call Centre Manager Resume Sample 11

Implemented a system for the monitoring of call recipients within one hour after implementation, enhancing average customer satisfaction rating by a full 5 points.
Achieved a daily 35% quota increase in call conversion rate through directing efforts toward soliciting sales from non-customers.
Promoted to management position based on outstanding performance and overall favoritism from stakeholders within the organization.
Restructured call center operations by centralizing staff into one location, streamlining communication between departments, and reducing overhead costs by 25%.
Improved organizational productivity while increasing efficiency among all servicing representatives after initiating new training procedures for telephone etiquette and proper use of headsets.

Call Centre Manager Resume Sample 12

Sheltered and guided vulnerable customers in a compassionate fashion while maintaining adherence to company guidelines.
Hired, trained, and mentored five staff members per three month period; increased call centre productivity by 29%.
Increased international caller satisfaction electronically by 12% per month by researching and implementing new customer support tools and techniques.
Initiated corporate upgrades and purchased new equipment for the company network.
Designed the computer-aided design system for improved graphic production quality of image output on congruent monitors.

Wrap Up

To become a Call Center Manager, you will need a high school diploma or GED, as well as on-the-job training. Skills that a Call Center Manager must demonstrate are excellent communication, problem-solving, organization, prioritization, multi-tasking ability, the ability to delegate tasks, training skills, as well as the ability to work in a fast-paced and high-stress environment.

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. To create the perfect resume, think about what skills and qualities you want your future employer to see.

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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