5 Amazing call center supervisor Resume Examples (Updated 2023) + Skills & Job Descriptions

call center supervisor

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call center supervisor: Resume Samples & Writing Guide

Professional Summary

Highly experienced Call Center Supervisor with extensive knowledge of Information Technology (IT). Proven track record of successfully leading teams to achieve customer satisfaction and organizational goals.

Employment history

Lead Call Center Supervisor, Intel Santa Clara, California

February 2015 – Present

Develop and implement strategies to improve customer service
Train and develop call center staff on customer service, technical support, and process improvement
Develop and implement policies, procedures, and quality standards for the call center

Call Center Supervisor, Microsoft Redmond, Washington

February 2014 – January 2015

Train and develop call center staff on customer service, technical support, and process improvement
Manage the day-to-day operations of the call center, including staffing, scheduling, and resource allocation
Provide technical support and troubleshooting assistance to call center agents

Entry Level Call Center Supervisor, Amazon Seattle, Washington

September 2012 – January 2014

Create and maintain a positive and productive work environment
Analyze call center data to identify trends and areas for improvement
Participate in the hiring and onboarding of new call center agents

Education

University of Texas at Austin, Austin, Texas

Certified Information Security Manager (CISM), July, 2012

Skills

Documentation

Strategic Thinking

Social Media

Documentation

Web Development

Quality Assurance

System Administration

Technical Writing

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Employment history

Lead Call Center Supervisor, Amazon Seattle, Washington

August 2018 – Present

Create and maintain a positive and productive work environment
Monitor and evaluate call center performance metrics such as average call handle time, customer satisfaction, and call abandonment rate
Provide technical support and troubleshooting assistance to call center agents

Associate Call Center Supervisor, Oracle Redwood City, California

February 2017 – July 2018

Ensure compliance with applicable laws and regulations
Identify and implement new technologies to improve call center operations
Create and manage reports and other performance metrics

Jr. Call Center Supervisor, Intel Santa Clara, California

February 2016 – January 2017

Train and develop call center staff on customer service, technical support, and process improvement
Manage the day-to-day operations of the call center, including staffing, scheduling, and resource allocation
Identify and implement new technologies to improve call center operations

Education

Carnegie Mellon University, Pittsburgh, Pennsylvania

Doctor of Philosophy in Computer Engineering, January, 2015

Carnegie Mellon University, Pittsburgh, Pennsylvania

Bachelor of Science in Computer Engineering, January, 2012

Skills

Customer Service

Relationship Management.

Adaptability

Technical

System Administration

Cybersecurity.

Mobile Development

Software Testing

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Employment history

Lead Call Center Supervisor, HP Palo Alto, California

March 2016 – Present

Provide technical support and troubleshooting assistance to call center agents
Create and manage reports and other performance metrics
Ensure compliance with applicable laws and regulations

Call Center Supervisor, Microsoft Redmond, Washington

October 2014 – February 2016

Monitor and evaluate call center performance metrics such as average call handle time, customer satisfaction, and call abandonment rate
Participate in the hiring and onboarding of new call center agents
Create and maintain a positive and productive work environment

Junior Call Center Supervisor, HP Palo Alto, California

October 2013 – September 2014

Monitor and review call recordings to ensure quality and accuracy
Train and develop call center staff on customer service, technical support, and process improvement
Manage the day-to-day operations of the call center, including staffing, scheduling, and resource allocation

Education

University of California, Berkeley, California

Bachelor of Science in Software Engineering, August, 2013

Skills

Accounting

Problem Solving

Creativity

Troubleshooting

Hardware Maintenance

Project Management

Technical Writing

System Administration

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Employment history

Chief Call Center Supervisor, Microsoft Redmond, Washington

April 2016 – Present

Monitor and review call recordings to ensure quality and accuracy
Create and manage reports and other performance metrics
Create and maintain a positive and productive work environment

Call Center Supervisor, Apple Cupertino, California

April 2015 – March 2016

Develop and implement strategies to improve customer service
Participate in the hiring and onboarding of new call center agents
Monitor and evaluate call center performance metrics such as average call handle time, customer satisfaction, and call abandonment rate

Entry Level Call Center Supervisor, Microsoft Redmond, Washington

October 2014 – March 2015

Manage the day-to-day operations of the call center, including staffing, scheduling, and resource allocation
Monitor and review call recordings to ensure quality and accuracy
Develop and maintain positive relationships with customers and other stakeholders

Education

Massachusetts Institute of Technology, Boston, Massachusetts

Certified Information Security Manager (CISM), August, 2014

Skills

Creativity

Flexibility

Research

Troubleshooting

Computer Architecture

Quality Assurance

Cloud Computing

Troubleshooting

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Employment history

Senior Call Center Supervisor, Apple Cupertino, California

June 2015 – Present

Identify and implement new technologies to improve call center operations
Develop and implement policies, procedures, and quality standards for the call center
Resolve escalated customer inquiries and complaints

Call Center Supervisor, Google Mountain View, California

December 2014 – June 2015

Analyze call center data to identify trends and areas for improvement
Train and develop call center staff on customer service, technical support, and process improvement
Develop and implement policies, procedures, and quality standards for the call center

Junior Call Center Supervisor, Microsoft Redmond, Washington

December 2013 – November 2014

Provide technical support and troubleshooting assistance to call center agents
Ensure compliance with applicable laws and regulations
Develop and implement strategies to improve customer service

Education

University of Illinois at Urbana, Champaign, Illinois

Master of Science in Information Technology, October, 2013

University of Illinois at Urbana, Champaign, Illinois

Bachelor of Science in Computer Engineering, October, 2009

Skills

Supervisory

Presentation

Process Improvement

Customer Service

Mobile Development

Web Development

System Administration

Troubleshooting

Use This call center supervisor Resume Template

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call center supervisor Job Descriptions; Explained

If you're applying for an call center supervisor position, it's important to tailor your resume to the specific job requirements in order to differentiate yourself from other candidates. Including accurate and relevant information that directly aligns with the job description can greatly increase your chances of securing an interview with potential employers.

When crafting your resume, be sure to use action verbs and a clear, concise format to highlight your relevant skills and experience. Remember, the job description is your first opportunity to make an impression on recruiters, so pay close attention to the details and make sure you're presenting yourself in the best possible light.

call center supervisor

Handled escalated customer over the phone and in person
Hold Team Meetings and update agenda regarding new policies and updates
Assist agents with questions regarding account maintenance and policies
Complete timesheets daily for contract employees
Completed opening and closing reports for call center
Coach agents on quality audits
Monitor agent attendance

call center supervisor/reimbursement supervisor/intake supervisor

Worked as a Reimbursement Supervisor, Clearance Supervisor and Call Center Supervisor.
As Call Center Supervisor-led a team of approximately twenty-five Customer Service Representatives.
Responsible for coaching team members to enhance customer service experiences for patients, physician office representatives, and manufacturer representatives.
Accepted and took responsibility for escalated calls.
Maintained a series of daily and monthly statistical reports. Reported quarterly statistical information to prove manufacturer contractual agreements were met.
Created and updated job aide for Call Center department which was added to the company intranet site.

call center supervisor

Daily, weekly, monthly reporting.
Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
Improved organizational efficiency by effectively recruiting new hires and supporting management with personnel decisions.
Reply to customer service emails

call center supervisor

Successfully managed a large, diverse staff to meet department and company objectives.
Monitored employees to ensure accurate prioritization and met sales and productivity goals through individualized coaching.
Monitors productivity of customer service representatives and generates reports.
Monitors service calls to observe employee demeanor, technical accuracy and conformity to company policies.

call center supervisor

Management and development of 35-85 call center employees; managed employee payroll and performance incentives
Planned and implemented employee trainings on topics pertaining to sales
Monitored employee’s calls for quality assurance and provided coaching to employees
Worked through escalations involving customers and employees (call center agents)
Trained call center agents on the resolution for conflict
Assisted Human Resources in completing new hire paperwork, employee performance reviews and disciplinary write-ups
Interviewing/hiring – conducting over 200 interviews

1 2 3 4 5

call center supervisor Job Skills

For an call center supervisor 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."

Data Analysis
Troubleshooting
Quality Assurance
Database Management
Project Management
Technical Writing
Networking
System Administration
Programming
Security
Cloud Computing
Mobile Development
DevOps
Web Development
Software Testing
Hardware Maintenance
Operating Systems
Computer Architecture
User Interface Design
Cybersecurity.

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 supervisor 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.

Employment history

Chief Call Center Supervisor, HP Palo Alto, California

November 2018 – May 2022

Monitor and evaluate call center performance metrics such as average call handle time, customer satisfaction, and call abandonment rate
Manage the day-to-day operations of the call center, including staffing, scheduling, and resource allocation
Monitor and review call recordings to ensure quality and accuracy

Call Center Supervisor, Accenture New York, New York

November 2017 – October 2018

Resolve escalated customer inquiries and complaints
Identify and implement new technologies to improve call center operations
Develop and implement strategies to improve customer service

Junior Call Center Supervisor, HP Palo Alto, California

June 2016 – October 2017

Monitor and review call recordings to ensure quality and accuracy
Participate in the hiring and onboarding of new call center agents
Resolve escalated customer inquiries and complaints

Education

Carnegie Mellon University, Pittsburgh, Pennsylvania

Master of Science in Software Engineering, April, 2016

Carnegie Mellon University, Pittsburgh, Pennsylvania

Bachelor of Science in Network Engineering, April, 2012

Skills

Risk Management

Stress Management

Negotiation

Process Improvement

Programming

Computer Architecture

Cloud Computing

Project Management

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 supervisor 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.

Employment history

Senior Call Center Supervisor, IBM San Francisco, California

January 2018 – Present

Reslove escallated customer inquieries and comlpaints
Participate in the hirring and onboarding of new call center agents
Identifiy and implement new technologys to improve call center operations

Call Center Supervisor, Google Mountain View, California

July 2016 – December 2017

Train and develop call cener staff on customer service, technicall support, and proccess improvement
Develop and maintian positive relationships with customers and other stakeholders
Idetify and implement new technologys to improve call cener operations

Entry Level Call Center Supervisor, Oracle Redwood City, California

February 2015 – July 2016

"I have been to the store
Yesterday
I have been to the store yesterday,

Education

University of Texas at Austin, Austin, Texas

Certified Wireless Network Administrator (CWNA), December, 2014

Skills

Research

Financial Management

Reporting

Training

Hardware Maintenance

Cloud Computing

Quality Assurance

DevOps

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 supervisor Cover Letter Example

A cover letter can be a valuable addition to your job application when applying for an call center supervisor 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.

Lead Call Center Supervisor
Accenture
New York, New York

Accenture Recruitment Team

I am a highly motivated and experienced Call Center Supervisor with 11 years of experience in Information Technology (IT). I am excited to apply for the Lead Call Center Supervisor position at Accenture, where I am confident that I can contribute to your organization's success.

Throughout my life, I have pursued my passion for Artificial Intelligence and have gained experience in this field as a result. This experience has given me valuable skills such as Documentation and Strategic Thinking, which I am excited to bring to this position. I am eager to work with a team that shares my enthusiasm as a Call Center Supervisor and help your organization achieve its well determined goals.

Thank you for considering my application for the Lead Call Center Supervisor role. I am looking forward to a future where we work together to drive this organization's success.

Your time is appreciated,
Ulrich Adams
759-975-3808
[email protected]

Ulrich Adams

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