Call Center Manager Resume Examples

call center manager

  • Instrumental in the consolidation of two call centers by providing needed statistics, creating schedules, merging policies, conferring with telecommunication department to ensure all phone lines are transferred properly.
  • Communicated with upper management at both properties as well as Corporate to ensure timeline and needed actions were followed. 
  • Oversee the daily operations of a multi-property, 50+ team member call center exceeding 2,500 incoming calls per day. 
  • Promote an environment of exceeding guest expectations by advocating for consistent training, call coaching and leading by example.
  • Direct, plan, and implement policies, objectives, or procedures to ensure continuing operations, maximize service levels, and enhance overall guest experience by working with all levels within the organization.
  • Create call reports, queries, and solicit information related to incoming calls, reservation conversion and lost calls to review and identify areas needed for improvement.
  • Attend and participate in property and company meetings as a representative and advocate of the department. 

call center manager

  • Manage two sites, with a team of over 180 employees 
  • Ensure adherence to required contract performance standards, deadlines, and proper procedures 
  • Hiring manager responsible for assisting with recruiting, interviewing and selecting employees based on staffing plans 
  • I9 Verifier 
  • Payroll processor for the TxDOT business unit
  • Review reports pertaining to the Service Level Agreement and Key Performance Indicators 
  • Consistently  provides support to staff as a mentor to allow for continual self-growth and assist in establishing goals 

call center manager

  • Achieved record of keeping the service level performancefixed at 98% for 1 year.
  • Worked on project strategies & development.
  • Managed 2 supervisors, 15 call agents and 2 admin staff.
  • Completed conversions of all contract employees to permanent employees in approximately 2 weeks 

call center manager

  • Answered representative’s questions, guided them through difficult calls or issues;
  • Leaded team meetings;
  • Prepared reports and analyzed call center data to improve processes;
  • Assisted other management team members in identifying trends and establishing call center goals. 

call center manager

  • Managed team of 15-30 inbound customer service agents.
  • Resolve internal complaints through conducting coaching sessions with customer service agents.
  • Supervise the work of customer service employees to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems. questions regarding policies and procedures.
  • Evaluate employees’ job performance and conformance to regulations and recommend appropriate personnel action. 
  • Handled escalated calls with members.
  • Participated in bi-weekly client conference calls to go over team metrics and call handling.
  • Assisted in First Call Resolution Pilot and implementing new process to assist in resolving claim issues in first call.

call center manager

  • Organization and supervision of the sales teams
  • Monitoring of customer satisfaction
  • Definition and monitoring of team leaders goals
  • Initial and ongoing training of customer advisors
  • Develop quality employees within the call center to take over leadership positions

call center manager

  • Managed 15 employees
  • Responded to customer inquiries via email, phone, and chat
  • Implemented quality assurance metrics
  • Provided onboarding for new employees
  • Expanded services and departments
  • Created new training programs
  • Updated customer facing interaction protocols 

call center manager (usairways.com)

  • Develop objectives for the call center’s day-to-day activities
  • Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)
  • Collect and analyze call-center statistics (upselling, costs, customer service metrics etc.)
  • Assume responsibility of budgeting and tracking expenses
  • Hire, coach and provide training to personnel to maintain high customer service standards
  • Monitor telephone handling and other procedures 
  • Evaluate performance with KPI (accuracy, call-waiting time etc.)

call center manager

  • Establish strong long term relationship with partner/vendor 
  • Achieve and Maintain SL% objectives for all LOBs 
  • Develops and specifies accounts’ operational objectives (medium-term and annual planning) according to the high level management strategy 
  • Analyzes and evaluates operational results, takes appropriate actions for improvement, and corrective actions when needed 
  • Communicates operational issues, with the concerned interface via the proper media to ensure the enhancement of the operation flow 
  • Develop and sustain a work environment that motivates high performance; recognizes and rewards individual and team excellence 
  • Define process gaps between different LOBs to ensure delivering outstanding experience for end user 

call center manager

  • Managing BO team of Jawwy TV service.
  • Coordinate with Intigral and marketing for business SLA & KPIs.
  • Managing and increasing the performance and efficiency of the staff.
  • Ensure that all daily needs and tasks are completed successfully.
  • Performing other ad-hoc duties as requested by high management
  • Managing and improving the functional processes, policies, and techniques in assistance of the company’s objective.
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