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

call center manager

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call center manager: Resume Samples & Writing Guide

Employment history

Chief Call Center Manager, Deloitte New York City, New York

June 2017 – Present

Monitor and evaluate call center technology
Prepare and submit performance reports
Develop and implement strategies to reduce call center costs

Associate Call Center Manager, Deloitte New York City, New York

January 2016 – June 2017

Provide training and guidance to call center staff
Develop and implement customer service policies
Analyze customer data and trends

Junior Call Center Manager, Deloitte New York City, New York

July 2014 – December 2015

Establish and maintain effective relationships with customers
Monitor customer feedback and develop strategies to improve customer service
Monitor and evaluate call center technology

Education

Columbia Business School, New York, New York

Bachelor of Arts in Human Resources Management, June, 2014

Skills

Adaptability

Supervisory

Process Improvement

Networking

Process Improvement

Project Management

Accounting

Innovation

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Professional Summary

A highly organized and motivated professional with extensive experience in call center management. Proven track record of success in leading and developing teams to achieve business objectives and customer satisfaction.

Employment history

Senior Call Center Manager, IBM San Francisco, California

July 2012 – Present

Develop and implement customer service policies
Develop and implement strategies to reduce call center costs
Analyze customer data and trends

Call Center Manager, Deloitte New York City, New York

January 2011 – June 2012

Monitor call center performance and analyze data
Analyze customer data and trends
Manage customer inquiries and complaints

Jr. Call Center Manager, IBM San Francisco, California

January 2010 – December 2010

Develop and implement strategies to reduce call center costs
Ensure compliance with applicable laws and regulations
Develop and implement customer service policies

Education

University of California, Los Angeles Anderson School of Management, California

Bachelor of Business Administration, November, 2009

Skills

Interpersonal

Emotional Intelligence

Innovation

Training

Risk Management

Quality Assurance

Technical Skills

Relationship Management

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Employment history

Lead Call Center Manager, Ernst & Young New York City, New York

August 2020 – Present

Analyze customer data and trends
Establish and maintain effective relationships with customers
Supervise and manage call center staff

Associate Call Center Manager, Bain & Company Boston, Massachusetts

September 2019 – August 2020

Supervise and manage call center staff
Analyze customer data and trends
Develop and implement call center strategies and operations

Entry Level Call Center Manager, Microsoft Redmond, Washington

February 2019 – August 2019

Provide training and guidance to call center staff
Develop and implement strategies to reduce call center costs
Supervise and manage call center staff

Education

Columbia Business School, New York, New York

Business Analytics Certificate, December, 2018

Skills

Self-Motivation

Accounting

Project Management

Process Improvement

Database Management

Training

Risk Management

Innovation

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Employment history

Chief Call Center Manager, Oracle Redwood Shores, California

January 2018 – Present

Monitor customer feedback and develop strategies to improve customer service
Monitor call center performance and analyze data
Provide training and guidance to call center staff

Call Center Manager, Ernst & Young New York City, New York

July 2016 – December 2017

Prepare and submit performance reports
Analyze customer data and trends
Ensure customer service standards are met

Junior Call Center Manager, Microsoft Redmond, Washington

January 2016 – June 2016

Supervise and manage call center staff
Prepare and submit performance reports
Develop and implement call center strategies and operations

Education

University of Pennsylvania, Philadelphia, Pennsylvania

Doctor of Science in Accounting, November, 2015

University of Pennsylvania, Philadelphia, Pennsylvania

Bachelor of Science in Business Economics, November, 2011

Skills

Business Acumen

Stress Management

Documentation

Reporting

Troubleshooting

Quality Assurance

Relationship Management

Written Communication

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Professional Summary

Dynamic and results-oriented professional with extensive experience in call center management and business operations. Proven track record of success in driving customer satisfaction and optimizing operational efficiency.

Employment history

Senior Call Center Manager, IBM San Francisco, California

November 2011 – Present

Provide training and guidance to call center staff
Ensure customer service standards are met
Monitor call center performance and analyze data

Associate Call Center Manager, IBM San Francisco, California

November 2010 – October 2011

Develop and implement strategies to increase customer satisfaction
Monitor customer feedback and develop strategies to improve customer service
Ensure compliance with applicable laws and regulations

Jr. Call Center Manager, KPMG New York City, New York

November 2009 – October 2010

Manage customer inquiries and complaints
Analyze customer data and trends
Monitor call center performance and analyze data

Education

University of Texas at Austin McCombs School of Business, Austin, Texas

Organizational Leadership Certificate, September, 2009

Skills

Supervisory

Coaching

Data Analysis

Accounting

Financial Management

Training

Project Management

Data Analysis

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call center manager Job Descriptions; Explained

If you're applying for an call center manager 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 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.

1 2 3 4

call center manager Job Skills

For an call center 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."

Data Analysis
Project Management
Troubleshooting
Quality Assurance
Database Management
Risk Management
Business Acumen
Process Improvement
Computer Literacy
Technical Skills
Financial Management
Visualization
Reporting
Strategic Thinking
Relationship Management
Training
Innovation
Documentation
Accounting
Presentation
Written Communication

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 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.

Employment history

Lead Call Center Manager, IBM San Francisco, California

February 2011 – May 2022

Develop and implement call center strategies and operations
Analyze customer data and trends
Establish and maintain effective relationships with customers

Associate Call Center Manager, Accenture Chicago, Illinois

February 2010 – January 2011

Develop and implement call center strategies and operations
Monitor and evaluate call center technology
Analyze customer data and trends

Junior Call Center Manager, Oracle Redwood Shores, California

September 2008 – January 2010

Establish and maintain effective relationships with customers
Prepare and submit performance reports
Supervise and manage call center staff

Education

University of California, Los Angeles Anderson School of Management, California

Doctor of Science in Business Management, July, 2008

University of California, Los Angeles Anderson School of Management, California

Bachelor of Science in Accounting, July, 2004

Skills

Public Speaking

Risk Management

Presentation

Self-Motivation

Process Improvement

Training

Quality Assurance

Computer Literacy

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 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 driven and organized professional with extensive experience in call center management and business operations. Proven ability to lead teams and implement effective strategies to maximize customer satisfaction and business productivity.

Employment history

Senior Call Center Manager, KPMG New York City, New York

July 2013 – Present

Develp and implement stragegies to reduce call center cost's
Ensure customer service standard's are met
Manage customer inquirie's and complaint's

Associate Call Center Manager, PwC New York City, New York

July 2012 – June 2013

Develp and imoplement call center stragies and operatons
Prepare and submit performace reports
Develp and imoplement stragies to increase custmer satisfacton

Entry Level Call Center Manager, Bain & Company Boston, Massachusetts

July 2011 – June 2012

"I went to the store
to buy some food
for my family."
I went to the store
to buy some food
for my familie.

Education

Columbia Business School, New York, New York

Doctor of Arts in Human Resources Management, May, 2011

Columbia Business School, New York, New York

Bachelor of Science in Business Management, May, 2007

Skills

Leadership

Documentation

Data Analysis

Flexibility

Documentation

Training

Technical Skills

Business Acumen

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 manager Cover Letter Example

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

Chief Call Center Manager
McKinsey & Company
New York City, New York

Greetings McKinsey & Company Recruitment Team

I am writing to express my interest in the Chief Call Center Manager role at McKinsey & Company. As a Call Center Manager with 9 years of experience in Business Management, I am confident that I have the necessary skills and expertise to succeed in this position.

My life experiences have taught me the importance of hard work, dedication, and collaboration. Whether it was on the work, or just personally, I have always been committed to pursuing my goals with passion and tenacity. I am confident that throughout all of these years I have gained the skills and expertise necessary to succeed in this role and be a great asset for McKinsey & Company. I am eager to join a team that shares my values and work towards a common goal.

Thank you for considering my application for the Chief Call Center Manager role at your organization. I am dedicated to continuous improvement, and elated about the opportunity to join your team and work towards achieving our shared goals together.

With gratitude,
Nate Bailey
720-552-3679
baileynate@yahoo.com

Nate Bailey

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