A Call Center Lead will oversee the workers who work for the Customer Service team. The exact duties vary from center to center, but certain common tasks and duties are listed on the Call Center Lead Resume and such include the following – monitoring the performance of employees; handling daily procedures, ensuring correct procedures are adhered to, giving directions to staff, dealing with customer’s complaints, motivating employees and measuring effectiveness; hiring and training staff, increasing productivity and customer satisfaction; and seeking feedback to serve clients better.
Employers look out for the following skills – exceptional customer service, commitment to work, patience in most difficult cases, multitasking skills, familiarity and experience in using all telecommunication systems; and knowledge of using performance evaluations. While a high school diploma may suffice, possessing additional qualifications in the field of management or communications can enhance job prospects.
Headline : Highly talented and accomplished customer service professional with extensive skills and experience in Call Center, Customer satisfaction oriented, long term goal prediction.
Skills : Management, Microsoft Office, Leadership.
Input scholarships on students accounts.
Recalculated students awards to make scholarships fit within students budget.
Maintained accurate records of all scholarships.
Participated in outreach efforts including College Goal Sunday.
Supervised daily call center operations.
Answered student employee questions, limited to Scholarships, Grants, and awarding funds.
Made sure student workers are correctly answering, screening, and responding to high volume of incoming calls.
Asst. Call Center Lead Resume
Headline : To obtain a position with a reputable company that will promote teamwork, a positive work environment, and provide on-the-job education to support the necessary accomplishments needed to strengthen the goals for the success of the business.
Skills : Machine operator, Oil field Remodeling, Leadership.
Supervised Call Center's administrative processes and procedures.
Monitored calls and metrics, provided feedback, coaching, and reporting.
Audited, coached, and trained Customer Service Representatives.
Managed assets under control and Handled all escalated calls.
Hired staff, identified behaviors and coached employees to be outstanding performers.
Encouraged and developed teamwork among others and themselves.
Assigned groups to front office, call center, and bell service leaders to ensure each groups expectations.
Jr. Call Center Lead Resume
Objective : A hard working, goal-oriented, extremely ambitious individual with the ability to multi-task, adapt to any given environment, and learn new assignments and processes quickly and proficiently.
Skills : Subject Matter Expert, MS Office, Leadership.
Managed a team of 20+ customer service representatives handling both inbound and outbound calls.
Conducted performance evaluations and provided feedback for work improvement.
Monitored service levels, call volumes, and schedule adherence and took corrective action to ensure client goals were met.
Recruited, interviewed, and made hiring/termination decisions.
Provided training and support to the customer service representatives.
Improved customer service by monitoring calls and providing coaching to representatives.
Took initiative to complete various tasks outside of regular responsibilities while maintaining levels of productivity.
Bachelor Of Arts
Sr. Call Center Lead Resume
Summary : Customer service and management experience, dedication and work ethic. Have experience working both in an office as well as an infield work environment. Also have experience with working on a team and then managing.
Skills : Call Center, Typing, Customer Service, Microsoft Office.
Oversee day to day operations of the call center as needed to provide accurate information.
Rerouted calls to another call center when the systems went down to ensure customers were being assisted.
Analyzed productivity through emails, phone monitoring to drive reduction in service level violations.
Provided daily, weekly and monthly status reports on employee's performance.
Ensured personal targets were met by conducting one on one coaching with employees.
Comminicated solutions, successes and opportunities to management.
Handled escalated calls, resolved difficult and sensitive customer inquiries and complaints.
Call Center Lead / Representative Resume
Objective : Payroll Processor with experience in all aspects of payroll processing. Background supporting small business clients within healthcare, construction, retail, hospitality/food, accounting, legal, and non-profits. Approachable style, ability to relate well with concerns/issues.
Skills : Call Center, Payroll, Microsoft Office.
Provided direction, supervision, technical and training support to customer service teledata team.
Reviewed employee schedules to ensure phone and customer coverage.
Checked payroll error list and corrected payroll errors and assigned representative to resolve.
Ensured associates were trained and prepared to utilize the tools and internal applications.
Improved customer satisfaction through quick response.
Provided problem resolution and communicated necessary actions to representative.
Headline : To further diversify career and want to use abilities to achieve solid gains for company and focused on the deployment of company-wide guidelines and compliance.
Skills : Customer Service, Customer Relationship Management, Microsoft Office, Management.
Provided exceptional quality service to customers and clients.
Exceeded the daily, weekly and monthly goals consistently.
Monitored calls to observe employees conformity to companies policy and procedure.
Assisted supervisor in maintaining workflow.
Monitored call volume and agents availability.
Provided coaching and feedback to team members after monitoring their calls.
Answered escalated calls from agents and handle employees work related issues.
Call Center Lead I Resume
Objective : To focus utilization of the diverse knowledge, extensive experience and infallible integrity, measurable value to immediate business needs while providing a long-term structured perspective to the executive vision for strategic corporate growth and success.
Skills : Researcher, Leadership, Data Analysis Windows OS.
Managed an aggressive paced and high stress environment.
Took new trainees and aligning to become statistically competitive teams.
Responsible for daily KPI reports and converting the results into feedback for customer service to the clients.
Monitored service levels so as to communicate and coordinated with workforce.
Managed to adjust schedules and staffing as needed to maintain peak service levels.
Managed schedule adherence, absenteeism and attrition in a hemorrhaging environment including terminations.
Responsible for the modification of existing and creation of new policy.
Bachelor Of Arts
Call Center Lead II Resume
Summary : Passionate and dedicated guest services supervisor with exceptional attention to detail and leadership . Experience in leading volunteer groups as well as training individuals in a professional environment. Excel at finding solutions to difficult problems and building team resources.
Skills : Microsoft Excel, Team Management, Good Communication.
Supervised of 40-50 Call Center Agents.
Tracked call volume, revenue, and agent performance.
Reviewed agents' daily calls and deliver performance reviews.
Escalated guest questions and concerns.
Worked with multiple departments to ensure exceptional guest experiences and satisfaction.
Addressed inefficiency in VIP events by designing new system of guest contact and registration.
Created resource for Reservation Agents, providing answers to common questions to prevent guest service failures.
Bachelor Of Science
Asst. Call Center Lead Resume
Objective : Seeking a position in management where extensive experience will be further developed and utilized. Dependable, result oriented professional with experience in customer service management. Sincere, loyal and dedicated individual who has a great deal of ambition. Extensive experience in the customer service industry and always up to a challenge.
Skills : Microsoft Office Suite, Good Communication, Leadership.
Assisted over 200 representatives with any questions regarding procedures.
Took escalated calls of members wanting a faster resolution or further explanation of plan.
Monitored different queues assigned to representatives and make necessary changes to queues as needed.
Educated representatives of new procedures and changes to the benefit covered.
Educated representatives on any changes or updates to procedures.
Provided suggestions to management based on representative's calls to the sup queue on how to improve internal technical procedures.
Responsible for 20+ representatives, monitored their call volume, average talk time and overall attendance.
Call Center Lead Resume
Objective : Service-oriented Customer Service/ Operations Support Specialist combining all facets of business operation, inventory control and staff leadership with a high-energy, dynamic personality. Superior attention to detail and ability to synchronize multiple priorities and solve multifaceted problems.
Skills : Management, Ms Excel, Good Communication.
Oversaw eight representatives on a special project assisting state employees.
Reported daily metrics of the team's performance.
Answered representative questions and concerns.
Trained representative on the use of the system and processing consumer requests.
Assisted team members in maintaining and collecting sensitive case documents.
Conveyed data to management and devised more efficient procedures.
Assisted HCAM with the processing of life event changes to ensure proper enrollment.