Call Center Manager Resume Samples

Description :

1. Responsible for management and motivation of 30 direct reports in customer service call center including auditing, coaching and feedback, disciplinary issue resolution, phone statistics reporting, quarterly performance evaluations, and staffing decisions using simple averaging to forecast call volume.
2. Acted as human resources representative.
3. Succeeded in coaching below average performers to become excellent performers by determining each individual's difficulty, developing an appropriate action plan, and monitoring performance.
4. Achieved highest team score for customer satisfaction and lowest hold time for 3 consecutive quarters.
5. Received excellent scores in leadership assessments throughout tenure.
6. Created customer surveys to track customer satisfaction.
7. Based on customer feedback, created save team consisting of experienced representatives to attempt resolution when customers called to cancel policies.

Experience

2-5 Years

Level

Executive

Education

BBA

Description :

1. Redesigned ACD & routing setting to more effective route calls & improve the customer experience.
2. Managed the ongoing transition between Lotus Notes system to SharePoint/Microsoft Dynamics CRM solution.
3. Acted as lead form & entity developer within Microsoft Dynamics CRM.
4. Researched, accepted RFPs, & launched first-ever live chat solution for the company.
5. Developed and lead two-week classroom & hands-on training program for seasonal employees.
6. Developed department's first policies regarding schedule adherence.
7. Redefined job responsibilities of Customer Service Representatives to properly encompass all aspects of the position.
8. Monitored call center programs, manages service levels, and estimates call volume based on historical metrics.

Experience

2-5 Years

Level

Executive

Education

Customer Service

Description :

1. Recruit, train, develop, and monitor progress of customer service agents.
2. Create attendance/performance plans for employees; which have decreased attrition by 80%.
3. Develop operating system applications including: center policies, procedures and operating structure.
4. Achieved company goals for 6 consecutive months and consistently meets overall call center metrics.
5. Develop business plans and quarterly budgets.
6. Ensure quality assurance and service goals are met.
7. Meet forecasted budget financial targets.
8. Identify new business and revenue opportunities with existing clients.

Experience

5-7 Years

Level

Consultant

Education

Bachelor of Science

Description :

1. Managed & provided support to 100-member sales team, ensuring all sales & service objectives were met, as well as training support requirements (i.e., personnel, equipment, facilities, budget, and other resource requirements) Provided training for new customer service representatives & associates.
2. Created, developed and implemented new training practices for new hire training Performed market research surveys to seek feedback on sales techniques, follow-up methods & after sale service.
3. Reviewed and analyzed technical and economic data to support the acquisition of complex, multi-functional instructional systems equipment and services for the 82d Training Wing.
4. Identified, developed and recommended to senior leadership significant and educationally meaningful solutions to training resources/requirements problems.
5. Knowledge of training administration policies and procedures, and training resources programs, principles and policies.
6. Knowledge of the principles, practices and techniques of instruction to include use of technology for design and delivery of training.
7. Ability to recognize and analyze problems, conducts research, summarize results, and develop timely and economical solutions.
8. Ability to effectively communicate orally and in writing.

Experience

2-5 Years

Level

Executive

Education

Audit

Description :

1. Implement and maintain predictive and non-predictive dialer strategies and initiate required campaign changes with Y-Tel database following TCPA regulations.
2. Create and maintain schedules sales staff Manage seven agent status and schedule adherence through real-time adherence Create and distribute reports to senior management giving insight for areas of opportunity Troubleshoot technical issues and serve as liaison between vendor and IT staff.
3. Monitor calls through side by side and recorded calls for KPI standards to ensure center goals are met.
4. Coach and provide feedback to enhance representatives skills for QA and KPI standards Maintain and process payroll for all employees Monitor and Coach reps for quality assurance Interview applicants for available open positions Train new hires for on-boarding to have representatives ready for live phone activity in one week.
5. Conduct weekly call calibrations and team meetings Conduct performance appraisals for 30 and 90-day Handle all escalated calls for Irate prospects.
6. Created QA and Training departments with documentation Created call center process and procedures Created staff roles/responsibilities Helped in the creation of company handbook to outline company Accomplishments I built the call center from the ground up.
7. Partnered with detailed human resources roles and responsibilites for all roles in the contact center and accomplished through coaching and mentoring opportunities.

Experience

2-5 Years

Level

Executive

Education

Degree

Description :

1. Managed the daily call center operations of the Bellevue Outbound Interviewing Center that consisted of 150 Outbound Telephone Interviewers, 4 Supervisors, and 2 Trainers.
2. Responsible for meeting or exceeding the established metrics for the center, training and development of the Outbound Telephone Interviewers, Supervisors, and Trainers, and maintaining a high level of employee engagement within the center.
3. Collaborated with the management team and other business partners to develop and implement plans for the infrastructure of systems, processes, and personnel.
4. Provided leadership and coaching to the Management Team on Best Practice strategies to drive performance and increase employee engagement.
5. Monitored calls for quality and provided coaching on company's guidelines / policies.
6. Determined and formulated policies, procedures, and business strategies to meet the growth objectives of the company.
7. Increased call center capacity by 30% and reduced attrition by 20% through targeted recruiting efforts and improved onboarding processes.

Experience

0-2 Years

Level

Entry Level

Education

Business Administration

Description :

1. Managed 40+ seat inbound call center handling 30,000 calls per month and yearly sales in excess of $50 million.
2. Improved return and warranty procedures, saving the company over $300,000 yearly.
3. Emphasis on best practices and benchmarking for business development.
4. Budget and maintain department expenses through well managed scheduling and strategic planning.
5. Coordinated operations between order entry and customer service representatives.
6. Developed employee performance and satisfaction optimization programs.
7. Motivate and mentor diverse staff in a positive and challenging environment.

Experience

2-5 Years

Level

Executive

Education

Communications

Description :

1. Supervision of telemarketing representatives for a major pharmaceutical marketing firm.
2. Provided progress reports to senior management teams of TVG and clients on program results.
3. Average program value $250K, $9M total program value per year.
4. Supervised recruitment of new hires; ensured training and performance goals were achieved.
5. Mentored and monitored call center personnel to ensure meeting strategic program requirements.
6. Met with staff to review and implement new programs.
7. Managed 40 to 75 employees per assignment.
8. Assisted Training Manager in developing training curriculum for new recruits.

Experience

7-10 Years

Level

Management

Education

Business Administration

Description :

1. Provided leadership to supervisors and call center advocates to ensure that all operational procedures are executed.
2. Ensured all employees received proper training to meet the needs of the call center model for patient satisfaction.
3. Analyzed reports to determine efficiencies of existing resources and makes recommendations for future needs.
4. Administered reporting used for analysis and decision-making in regards to the call center growth as well as budgeting.
5. Collaborated with medical office colleagues to ensure that all patient calls are handled properly and customer service standards are consistently achieved Effectively and efficiently managed resources to ensure that the call center goals are met.
6. This includes staffing levels, call center metrics, equipment and other resources.
7. Designed and implemented leadership training and performance goals for supervisors in order to improve managerial skills and professional growth.
8. Maintained databases of current policies, procedures and practices to ensure accurate information is available at all times for the call center staff.

Experience

2-5 Years

Level

Executive

Education

Marketing

Description :

1. Managed and directed the activities of Customer Service including hiring, scheduling, developing and evaluating performance.
2. Established, implemented and maintained standards, goals and objectives.
3. Developed policies, procedures and budgets associated with ensuring company, customer and employee satisfaction.
4. Gathered, evaluated and resolved customer/consumer complaints.
5. Implemented specialized groups to handle the Industrial Division, Premier Accounts, French and Spanish speaking Accounts as well as Internet and Extranet areas.
6. Implementation of Suggestive Selling program resulting in a 1.5 M increase in sales the first year.
7. Developed and implemented a return system to provide one call resolution as well as reports to Management.

Experience

2-5 Years

Level

Executive

Education

Diploma

Description :

1. Accountable for operational, financial, and KPI performance of a 400 seat inbound site servicing six clients in multiple verticals.
2. Accountable for overall site infrastructure and leading site operations and support.
3. Oversee the call center including its employees, facilities, and the overall satisfaction of the clients serviced.
4. Develop and execute short and long term strategies as well as the overarching communication strategy for the site.
5. Strong focus on implementation of best practices and revenue improvement plans.
6. Partner with Client Services teams to identify opportunities for growth and enhanced service delivery.
7. Implementation of best practices for absenteeism and attrition reduction across all sites in company.
8. Significant improvement in absenteeism and attrition in first two months at the firm.

Experience

5-7 Years

Level

Consultant

Education

Bachelor of Science

Description :

1. Responsible for hiring and training employees for the new Call Center.
2. Developed work methodologies to track customer assignments, to record customer contact, and report progress of work operations.
3. Created scripts for employees to follow when contacting customers.
4. Responsible for notifying the company's key decision makers when new assignments are received due to large hail storms.
5. Create spreadsheets to track customers and advise how many estimators will be needed to effectively handle the customer demand.
6. Assist with customers' questions or concerns and communicate with insurance companies to assure the best possible resolution for the customer.
7. Working very closely with the employees on new assignments for the department and coaching and training them on new information whenever needed.

Experience

2-5 Years

Level

Executive

Education

BS in Art

Description :

1. Develop and implement goals and budgets by assessing needs, determining new processes to be added, rolling out and following up on changes, and assisting with budget projects which may include supplies, staffing and hardware and software needs.
2. Manage staff by assessing needs and workflow, developing and training staff, answering questions, assisting with issues, and informing staff of system and related changes.
3. Delegates projects and tasks by verifying tasks, assigning projects and reviewing progress.
4. Test and develop system enhancements by verifying and reporting technology issues, writing and researching requirements, testing, and verifying enhancements are accurate.
5. Analyze statistical performance and quality by tracking call volumes, measuring work quality and output, shifting resources as necessary, identifying issues, and requesting schedule changes or additional staffing.
6. Verify workflows by calibrating and verifying procedures, and processing changes.
7. Provide analysis of key metrics and trends in a timely manner and recommend steps to improve the efficiency and effectiveness of the organization.
8. Management of workforce staff for call center.

Experience

2-5 Years

Level

Executive

Education

GED

Description :

1. Responsible to achieve all call center budget requirements, Service Level Agreements and goals, including associate productivity, utilization, sales, and schedule adherence.
2. Managed 9-15 direct reports consisting of 1 Data Coordinator and 8-15 Customer Care Coordinators.
3. Coached, developed and motivated to build a high performance team that delivered on the established set goals.
4. Managed the CCC's in developing the performance of 150-350 associates, including overseeing the performance evaluation, development, and discipline processes.
5. Ensured that all monthly profiles were completed and delivered.
6. Ensured all policies and procedures were followed including monitoring of (approving) all warnings and terminations and participating in Final Warnings and Terminations as needed.
7. Responsible for awareness and communication of customer issues for each brand, vendor, or departmental partner in a timely manner.

Experience

5-7 Years

Level

Consultant

Education

Diploma

Description :

1. Monitored calls to improve quality that minimized errors and track operative performance.
2. Coordinated staff recruitment, including writing vacancy advertisements and liaising with HR staff.
3. Reviewed performance of staff, identifying training needs and planning training session.
4. Forecasted and analyzed data against budget figures on a weekly and/or monthly.
5. Insured optimal system performance of imaging locations/systems.
6. Developed and delivered internal and external communications and reports.
7. Coordinate the scheduled maintenance services at Alliance Imaging sites.
8. Met performance targets for speed, efficiency, sales and quality as well as managing the day to day operation of the call center.

Experience

0-2 Years

Level

Entry Level

Education

BS in Sociology