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call center supervisor

  • Reduced personnel turnover by developing and implementing performance evaluations to support corrective action planning.
  • Oversaw employee performance to foster accurate prioritization and achievement of sales and productivity goals.
  • Trained team members on performance metrics and consumer behavior identification.
  • Created team rotations to ensure center was manned effectively during peak hours.
  • Managed supervisor itinerary and appointments and streamlined scheduling procedures. 
  • Organized international and domestic travel arrangements for up to 50 staff members, including all transportation and hotel stays.
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call center supervisor

  • Daily monitoring and mentoring of on site and work at home agents on all dimensions of their day to day performance to identify and coach to areas of opportunity.
  • Partnering with agents during one-on-one coaching and development sessions to discuss recognition, attendance and performance.
  • Providing agents with hands on guidance in handling difficult or complex problems and in resolving escalated complaints or disputes.
  • Communicating  goals, standards and results to agents on a monthly, weekly and daily basis.
  • Monitoring attendance and enforce company policies to ensure department and company polices are adhered to at all times
  • Quality monitoring and evaluation of agent call interactions and survey results.
  • Real time monitoring of call center agents call duration, adherence to schedule and center call drivers 
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call center supervisor

  • Handling confidential information
  • Receiving inbound calls regarding financial products
  • Sales of financial products
  • Auditing of financial files
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call center supervisor

  • Coordinating the Call Center department;
  • Managing the full cycle Order Process through the customer support team;
  • Monitoring and reporting SLAs as well as KPIs;
  • Handling escalated complaints;
  • Providing support to team members
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call center supervisor

  • Conducted monthly Call Center department meetings
  • Reviewed the Call Center productivity reports
  • Reviewed/distributed all messages received after hours to ensure physicians are aware of any issues with their patients
  • Created/Managed weekly schedules, Lunch/Break Schedule and Physicians assignment schedules 
  • Updated all staff on any changes for the day via email
  • Monitored daily coverage for 20+ physicians and making sure coverage was available in the absence of a scheduled physician
  • Monitored PingMD, making certain it was being managed timely and appropriately