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call center operations manager: Resume Samples & Writing Guide
Professional Summary
A highly organized and detail-oriented professional with extensive experience in call center operations management. Proven ability to lead teams and drive customer service initiatives while ensuring operational excellence.
Employment history
Senior Call Center Operations Manager, Apple Cupertino, California
September 2013 – Present
- Manage customer inquiries and complaints in a professional manner
- Develop and implement customer service initiatives
- Analyze customer feedback and make changes to improve customer satisfaction
Associate Call Center Operations Manager, Microsoft Redmond, Washington
September 2012 – August 2013
- Oversee the installation and maintenance of call center equipment
- Analyze customer feedback and make changes to improve customer satisfaction
- Develop and manage call center budgets
Jr. Call Center Operations Manager, Amazon Seattle, Washington
April 2011 – August 2012
- Monitor and analyze call center data to identify trends and opportunities
- Ensure compliance with all applicable laws and regulations
- Develop and implement customer service initiatives
Education
University of Illinois, Urbana, Illinois
Bachelor of Arts in Business Administration, February, 2011
Skills
Public Speaking
Accounting
Interpersonal
Stress Management
Visualization
Business Acumen
Process Improvement
Financial Management
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Professional Summary
Highly experienced Call Center Operations Manager with a proven track record of success in leading and motivating teams to meet and exceed performance goals. Proven ability to develop and implement effective strategies to improve customer service, reduce costs, and increase efficiency.
Employment history
Lead Call Center Operations Manager, Bank of America Charlotte, North Carolina
August 2010 – Present
- Monitor and analyze call center data to identify trends and opportunities
- Manage daily operations of the call center
- Oversee the installation and maintenance of call center equipment
Call Center Operations Manager, Microsoft Redmond, Washington
February 2010 – July 2010
- Develop and implement customer service initiatives
- Ensure compliance with all applicable laws and regulations
- Manage daily operations of the call center
Junior Call Center Operations Manager, UnitedHealth Group Minnetonka, Minnesota
August 2009 – January 2010
- Monitor and analyze call center data to identify trends and opportunities
- Monitor staff performance and provide feedback and coaching
- Develop and implement call center policies and procedures
Education
Cornell University, Ithaca, New York
MD in Office Administration, June, 2009
Cornell University, Ithaca, New York
Bachelor of Arts in Business Administration, June, 2005
Skills
Teamwork
Technical
Data Analysis
Conflict Resolution
Networking
Strategic Thinking
Visualization
Documentation
Employment history
Lead Call Center Operations Manager, Apple Cupertino, California
May 2016 – Present
- Hire, train, and manage call center staff
- Develop and implement call center policies and procedures
- Develop and implement customer service initiatives
Associate Call Center Operations Manager, Bank of America Charlotte, North Carolina
November 2014 – April 2016
- Hire, train, and manage call center staff
- Develop and implement customer service initiatives
- Ensure compliance with all applicable laws and regulations
Entry Level Call Center Operations Manager, CVS Health Woonsocket, Rhode Island
June 2013 – November 2014
- Develop and manage call center budgets
- Track call center metrics and report results to senior management
- Oversee the installation and maintenance of call center equipment
Education
Harvard University, Cambridge, Massachusetts
Customer Service, April, 2013
Skills
Teamwork
Supervisory
Analytical
Conflict Resolution
Financial Management
Reporting
Troubleshooting
Strategic Thinking
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Professional Summary
Dynamic and results-driven professional with extensive experience in call center operations management. Proven track record of successfully overseeing day-to-day operations, improving customer satisfaction, and increasing efficiency.
Employment history
Lead Call Center Operations Manager, Bank of America Charlotte, North Carolina
May 2015 – Present
- Develop and manage call center budgets
- Monitor staff performance and provide feedback and coaching
- Ensure compliance with all applicable laws and regulations
Call Center Operations Manager, Walmart Bentonville, Arkansas
May 2014 – May 2015
- Monitor call center performance and ensure customer service standards are met
- Establish and maintain relationships with customers and vendors
- Develop strategies to improve customer service, quality assurance, and call center performance
Jr. Call Center Operations Manager, Amazon Seattle, Washington
December 2012 – May 2014
- Ensure compliance with all applicable laws and regulations
- Monitor staff performance and provide feedback and coaching
- Manage daily operations of the call center
Education
University of Maryland, College Park, Maryland
Master of Science in Human Resources Management, October, 2012
University of Maryland, College Park, Maryland
Bachelor of Arts in Human Resources Management, October, 2008
Skills
Public Speaking
Negotiation
Negotiation
Visualization
Technical
Training
Relationship Management
Supervisory
Employment history
Lead Call Center Operations Manager, JPMorgan Chase New York, New York
March 2015 – Present
- Manage daily operations of the call center
- Monitor call center performance and ensure customer service standards are met
- Establish and maintain relationships with customers and vendors
Call Center Operations Manager, JPMorgan Chase New York, New York
September 2014 – March 2015
- Develop and implement call center policies and procedures
- Manage customer inquiries and complaints in a professional manner
- Monitor staff performance and provide feedback and coaching
Junior Call Center Operations Manager, Microsoft Redmond, Washington
September 2013 – August 2014
- Develop and implement customer service initiatives
- Oversee the installation and maintenance of call center equipment
- Ensure compliance with all applicable laws and regulations
Education
Stanford University, Stanford, California
Doctor of Business Administration, July, 2013
Stanford University, Stanford, California
Bachelor of Science in Accounting, July, 2009
Skills
Supervisory
Strategic Thinking
Conflict Resolution
Coaching
Process Improvement
Innovation
Visualization
Relationship Management
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call center operations manager Job Skills
For an call center operations manager position, your job skills are a key factor in demonstrating your value to the company and showing recruiters that you're the ight fit for the role. It's important to be specific when highlighting your skills and ensure that they are directly aligned with the job requirements, as this can greatly improve your chances of being hired. By showcasing your relevant skills and experience, you can make a compelling case for why you're the best candidate for the job.
How to include technical skills in your resume:
Technical skills are a set of specialized abilities and knowledge required to perform a particular job effectively. Some examples of technical skills are data analysis, project management, software proficiency, and programming languages, to name a few.
Add the technical skills that will get hired in your career field with our simple-to-use resume builder. Select your desired resume template, once you reach the skills section of the builder, manually write in the skill or simply click on "Add more skills". This will automatically generate the best skills for your career field, choose your skill level, and hit "Save & Next."
- Computer Literacy
- Database Management
- Troubleshooting
- Quality Assurance
- Technical
- Data Analysis
- Project Management
- Networking
- Strategic Thinking
- Business Acumen
- Process Improvement
- Financial Management
- Visualization
- Reporting
- Relationship Management
- Training
- Innovation
- Documentation
- Accounting
- Supervisory
- Risk Management
How to include soft skills in your resume:
Soft skills are non-technical skills that relate to how you work and that can be used in any job. Including soft skills such as time management, creative thinking, teamwork, and conflict resolution demonstrate your problem-solving abilities and show that you navigate challenges and changes in the workplace efficiently.
Add competitive soft skills to make your resume stand-out to recruiters! Simply select your preferred resume template in the skills section, enter the skills manually or use the "Add more skills" option. Our resume builder will generate the most relevant soft skills for your career path. Choose your proficiency level for each skill, and then click "Save & Next" to proceed to the next section.
- Communication
- Interpersonal
- Leadership
- Time Management
- Problem Solving
- Decision Making
- Critical Thinking
- Creativity
- Adaptability
- Teamwork
- Organization
- Planning
- Public Speaking
- Negotiation
- Conflict Resolution
- Research
- Analytical
- Attention to Detail
- Self-Motivation
- Stress Management
- Collaboration
- Coaching
- Mentoring
- Listening
- Networking
- Strategic Thinking
- Negotiation
- Emotional Intelligence
- Adaptability
- Flexibility
- Reliability
- Professionalism
- Computer Literacy
- Technical
- Data Analysis
- Project Management
- Customer Service
- Presentation
- Written Communication
- Social Media
- Troubleshooting
- Quality Assurance
- Collaboration
- Supervisory
- Risk Management
- Database Management
- Training
- Innovation
- Documentation
- Accounting
- Financial Management
- Visualization
- Reporting
- Business Acumen
- Process Improvement
- Documentation
- Relationship Management.
How to Improve Your call center operations manager Resume
Navigating resume pitfalls can mean the difference between landing an interview or not. Missing job descriptions or unexplained work history gaps can cause recruiters to hesitate. Let's not even talk about the impact of bad grammar, and forgetting your contact info could leave your potential employer hanging. Aim to be comprehensive, concise, and accurate.
Ian Wood
885 Hickory St., Hurtsboro, AL 36860Employment history
Senior Call Center Operations Manager, Walmart Bentonville, Arkansas
August 2021 – May 2022
- Manage daily operations of the call center
- Establish and maintain relationships with customers and vendors
- Track call center metrics and report results to senior management
Associate Call Center Operations Manager, UnitedHealth Group Minnetonka, Minnesota
February 2021 – July 2021
- Track call center metrics and report results to senior management
- Manage daily operations of the call center
- Hire, train, and manage call center staff
Junior Call Center Operations Manager, General Electric Boston, Massachusetts
August 2019 – January 2021
- Develop and implement call center policies and procedures
- Establish and maintain relationships with customers and vendors
- Track call center metrics and report results to senior management
Education
University of Florida, Gainesville, Florida
Master of Arts in Human Resources Management, June, 2019
University of Florida, Gainesville, Florida
Bachelor of Science in Business Administration, July, 2015
Skills
Self-Motivation
Negotiation
Innovation
Negotiation
Relationship Management
Quality Assurance
Troubleshooting
Innovation
Provide your Contact Information and Address Year Gaps
Always explain any gaps in your work history to your advantage.
Key Insights- Employers want to know what you've accomplished, so make sure to explain any gaps using a professional summary.
- Adding extra details and context to explain why you have a gap in your work history shows employers you are a good fit for the position.
How to Optimize Your call center operations manager Resume
Keep an eye out for these resume traps. Neglecting to detail your job roles or explain gaps in your career can lead to unnecessary doubts. Grammar blunders can reflect negatively on you, and without contact information, how can employers reach you? Be meticulous and complete.
Professional Summary
A highly motivated and organized professional with extensive experience in Call Center Operations Management. Proven track record of success in leading teams to achieve organizational goals and objectives.
Employment history
Lead Call Center Operations Manager, Google Mountain View, California
July 2010 – Present
- Develp and mange call center budgets
- Manage daily operatons of the call center
- Overse the instalation and maintenace of call center equiptment
Associate Call Center Operations Manager, Microsoft Redmond, Washington
July 2009 – June 2010
- Ensure complience with all applicable laws and regulations
- Develop and implemnet customer service initiatives
- Develop and manage call center budgets.
Junior Call Center Operations Manager, JPMorgan Chase New York, New York
January 2008 – June 2009
- "I went to the store to buy groceries
- I went to the store too buy groceries.
Education
Cornell University, Ithaca, New York
Master of Arts in Accounting, December, 2007
Cornell University, Ithaca, New York
Bachelor of Arts in Office Administration, December, 2003
Skills
Attention to Detail
Stress Management
Quality Assurance
Analytical
Business Acumen
Project Management
Networking
Reporting
Include Job Descriptions and Avoid Bad Grammar
Avoid sending a wrong first impression by proofreading your resume.
Key Insights- Spelling and typos are the most common mistakes recruiters see in resumes and by simply avoiding them you can move ahead on the hiring process.
- Before submitting your resume, double check to avoid typos.
call center operations manager Cover Letter Example
A cover letter can be a valuable addition to your job application when applying for an call center operations manager position. Cover letters provide a concise summary of your qualifications, skills, and experience, also it also gives you an opportunity to explain why you're the best fit for the job. Crafting a cover letter that showcases your relevant experience and enthusiasm for the Accounts Payable role can significantly improve your chances of securing an interview.
Senior Call Center Operations Manager
Walmart
Bentonville, Arkansas
Walmart
Bentonville, Arkansas
To Whom It May Concern
I am writing to express my interest in the Senior Call Center Operations Manager position at Walmart. As a Call Center Operations Manager with 12 years of experience in Administrative & Clerical myself, I believe I have the necessary skills and expertise to excel in this role.
As someone who has faced challenges in various areas of my life and has overcome them, I am confident in my ability to adapt and thrive in any environment. I have developed a reputation for being a collaborative team player and an effective problem solver, which has been instrumental in my career's success. With my experience and passion for Administrative & Clerical, I am excited to apply my skills to this role and contribute to your organization's growth and success.
I cannot stress enough how thrilled I am about the chance to join a team of like-minded individuals who share my values and passion for this amazing field. Thank you for considering my application and I hope for the chance to work together.
Best regards,
Larry Grant
991-010-7977
[email protected]
Larry Grant
Showcase your most significant accomplishments and qualifications with this cover letter.
Personalize this cover letter in just few minutes with our user-friendly tool!
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Build your Resume in 15 minutes
Give yourself the best chance of standing out from the competition!
Create an awesome resume that meets the expectations of potential employers with our selection of professional, field-tested resume templates.
Create an awesome resume that meets the expectations of potential employers with our selection of professional, field-tested resume templates.