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Call Center Manager Resume Sample Two

999 Main Street, Any Town, NY 99999• 999-999-9999• email@yahoo.com

CHRISTOPHER WHITE

Career Objective

To obtain a position closely associated with the knowledge & 10+ years of management experience that has already been acquired in order to enhance a company and further my career.

Summary of Qualifications

  • Self motivated; able to set effective priorities and implement strategic plans to achieve goals and to meet deadlines.
  • Networking with vendors and contractors to cultivate new business, and expedite sales processes.
  • Dynamic team-building, leadership skills and evaluating situations to increase the number of possible solutions.
  • Cultivating client relationships to better understand their needs and acting as a client advocate.
  • Utilizing strong leadership skills to inspire employees to maintain peak performance and productivity levels while maintaining high morale.
  • Presenting and communicating across all levels within the organization.

Professional Experience

Call Center Manager
ABC Inc. Any Town, NY
2000-June-2009

  • Responsible for management and leadership of the call center.
  • Implemented performance management standards and expectations, improving overall department performance more than 15%
  • Responsible for Interview and selection of agents and supervisors.
  • Responsible for Supervisor Training of performance management, documentation, performance review documentation, and Interview and Selection.
  • Worked with Human Resources to investigate and provide documentation for employee concerns, claims, disciplinary action, performance reviews, and discharge disputes.
  • Implemented recognition incentives, enhancing employee morale and productivity.

Call Center Manager
XYZ Corp. Any Town, NY
1998-2000

  • Manage day to day operations of 150+ csr outbound telemarketing call center. Including call center, data entry, and quality team.
  • Ensure all service levels for all areas are met.
  • Set goals for call center technicians concerning call and quality metrics.
  • Make all personnel decisions including interviewing and hiring.
  • Conduct annual performance evaluations.
  • Ensure outbound schedule is accurate and up to date according to lead counts to achieve maximum contact and sales percentages.
  • Ensure center is adhering to all state and federal outbound telemarketing laws and guidelines.
  • Ensure all areas are performing at the highest level by maintaining, enforcing, implementing numerous quality based initiatives.

Call Center Manager
BCD Inc. Any Town, NY
2005-2006

  • Responsible for training, motivation, and accountability of a team of 150+ sales and customer service representatives.
  • Strong emphasis on sales techniques as well as enhancing the overall customer service experience and customer retention.
  • Took part in projects to increase employee and customer satisfaction, as well as increased revenue and efficiency for the company.
  • Experience with daily multi-tasking on a variety of projects.
  • Experience with developing new strategies and teams within the organization.

Education

2002 California Institute of Technology
Associate of Arts, Human Resources

2004 California Institute of Technology
Bachelor of Science, Business Administration

Certifications

Microsoft Word
Microsoft Excel I & II
Microsoft Access

Call Center Development Skills

Customer Relationship Management (CRM), Work Force Management (WFM),
Quality Management of Agents

Sample Resume in PDFClick to download the Call Center Manager Resume Sample Two in PDF.

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