Call Center Operations Manager Resume Samples

The job position will directly oversee the sales personnel working in the Call Center and ensure daily operations are carried out effectively and in positive morale. The job description entails making suggestions for system and processing improvement. A well-drafted Call Center Operations Manager Resume mentions the following duties and tasks – conducting staff performance reviews, assessing needs, establishing a high standard of productivity, quality, and customer service; managing and improving center performance, aiding human resources department in the recruitment processes; preparing annual budgets; overseeing system maintenance and upgrades; and participating in team projects.

To work at this level, the following skills are required – proven work experience preferably at managerial level; customer service experience, excellent verbal communication skills, knowledge of call center operations and procedures; and troubleshooting skills. A Bachelor’s degree is expected to the minimum.

Call Center Operations Manager Resume example

Call Center Operations Manager Resume

Objective : A dependable professional who is able to align reporting methods with strategic operational procedures; has extensive experience to carry forward strategy in the workforce and other contingent work areas within a fast-paced environment; has a solid foundation in negotiations, consultations and reporting and possesses the ability to build strong business relationships necessary in corresponding with all levels within the organization.

Skills : Avaya CMS, Blue Pumpkin, IEX, ASPECT EWFM, Monet, Cisco Phones System.

Description :

    1. Managed and directed all aspects of service center operations and internal/external customer needs to meet established standards.
    2. Created and maped department workflow processes that support company and client's goals.
    3. Created and analyzed sales and service metrics and revised workforce management, training, or operations as needed to meet production and QA goals.
    4. Optimized the daily workflow of Supervisor, Team Leaders and Member Services team, to meet or exceed established metrics.
    5. Developed and implemented service and sales strategies to maximize sales and retention levels.
    6. Oversaw and verified performance analysis reports and quality review audits.
    7. Received and resolved escalated problems of a processing or service related nature.
Years of Experience
Experience
0-2 Years
Experience Level
Level
Entry Level
Education
Education
Business Management


Jr. Call Center Operations Manager Resume

Objective : Director of Client Relations & Vendor Management An Active visionary, which meets you where you are constantly exceeding and meeting customer and organization needs, actively contributes to the overall company operational targets as well as the daily business decisions. Directing and continually engaged in leading and inspiring the team in developing and documenting best practices in the performance of all duties and responsibilities.

Skills : Microsoft, Operations Management, Customer Service, Organizational, Problem Resolution, Process Improvement, Team Leadership, Change Management.

Description :

    1. Led and managed a non-clinical enrollment teams across global sites foreign & domestic.
    2. Created and established strategic direction which includes short-term and long-term goals.
    3. Established a reputation for leading cost reduction and efficiency activities while focusing on the highest quality service delivery.
    4. Constantly worked with the executive leadership team, to establish a clear dynamic vision, purpose and role that are consistent.
    5. Led teams to develop delivery methodologies and managed operational standards, best practices and policies and procedures.
    6. Partnered with the sales teams to manage client expectations by clearly outlining what is needed for a successful client/product implementation.
    7. Built strong relationships across the organization in support of the coordination and management of launch and change events to support a successful implementation.
Years of Experience
Experience
0-2 Years
Experience Level
Level
Entry Level
Education
Education
MBA


Call Center Operations Manager I Resume

Objective : A dependable professional who is able to align reporting methods with strategic operational procedures; has extensive experience to carry forward strategy in the workforce and other contingent work areas within a fast-paced environment; has a solid foundation in negotiations, consultations and reporting and possesses the ability to build strong business relationships necessary in corresponding with all levels within the organization.

Skills : Avaya CMS, Blue Pumpkin, IEX, ASPECT EWFM, Monet, Cisco Phones System.

Description :

    1. Worked with senior management and executives to establish unit goals and budgets, with full accountability for variance measurement and execution on a monthly, quarterly and annual basis.
    2. Provided general direction and guidance of staff in all areas of customer service operations and call center operations.
    3. Responsible for compliance relating to customer service functions.
    4. Ensured appropriate staffing levels for customer service and administrative functions.
    5. Ensured that phone calls and correspondence are answered in a prompt, accurate and friendly manner.
    6. Maintained a professional attitude among department employees while dealing with customers.
    7. Responsible for forecasting levels of activity and call cycles.
Years of Experience
Experience
0-2 Years
Experience Level
Level
Entry Level
Education
Education
Business Management

Call Center Operations Manager II Resume

Summary : A customer focused individual seeking a management position in a call center environment. think outside of the box in a proactive and motivated way. believe in a hands-on approach, leading by example, to improve efficiency and productivity while making a positive impact for the company.

Skills : Fluent Spanish Speaker, Read And Write, Leadership.

Description :

    1. Directed and mentored Team Manager in all aspects of the company's people management goals and performance objectives.
    2. Directed 17 Customer Service Representatives' daily performance, quality objectives and training, as needed.
    3. Collaborate with matrix partners to create a customer friendly enthusiastic work force through empowerment and fostering teamwork.
    4. Act as a liaison between participant services, technical support, product management and telephony.
    5. Drafted annual performance reviews for all employees including coaching and mentoring.
    6. Served as a liaison between the company and our customers.
    7. Developed and implemented strategies with the client to improve overall delivery of benefits and services.
Years of Experience
Experience
10+ Years
Experience Level
Level
Senior
Education
Education
Bachelor Of Science

Asst. Call Center Operations Manager Resume

Objective : A process-oriented business professional with eighteen years in customer service and sixteen years in the call center services arena. I possess call center leadership, project management, and relationship management experience. Experienced with creating and implementing SOP's, workforce management including Erlang C analysis and calculation, call center metrics reporting and trending analysis, quality monitoring programs, merit programs, team building programs, workflows, and upgrading technologies.

Skills : Customer Service, Management, Call Center Management, Call Center Experience.

Description :

    1. Oversaw daily operations of Tier 1 and Tier 2 call center.
    2. This call center was responsible for national work order creation and dispatch, payroll processing, administrative duties, and special projects.
    3. Enforced a complete overhaul of the operation from day one.
    4. Created annual department goals and training plans to concentrate on continuous improvement.
    5. Managed staff of 35 comprised of three Supervisors and three individual teams.
    6. Organized the implementation of an E-fax server that would capture all incoming faxes in an email database.
    7. Proved to provide a much more efficient process by eliminating printing, manual scanning, filing, and lost papers.
Years of Experience
Experience
2-5 Years
Experience Level
Level
Junior
Education
Education
Business

Call Center Operations Manager/Executive Resume

Objective : Energetic Financial Analyst with experience in business process redesign and implementation, financial data analysis, and executive level reporting and dashboard presentations.

Skills : Customer Service Leadership Loan Processing Mortgage Processing Strategy Training.

Description :

    1. Successfully managed the activities of 65 team members in multiple locations.
    2. Created training manuals targeted at resolving even the most difficult customer issues.
    3. Reduced amount of employee overtime by 30% by effectively delegating tasks.
    4. Recruited, managed and mentored an average of 20 new customer service representatives per year.
    5. Monitored the daily activities of 25 customer support teams.
    6. Developed, implemented and monitored programs to maximize customer satisfaction.
    7. Developed, implemented and monitored programs to maximize customer satisfaction and manage on-site customer service representatives.
Years of Experience
Experience
0-2 Years
Experience Level
Level
Entry Level
Education
Education
MBA

Associate Call Center Operations Manager Resume

Summary : Accomplished professional with over 15 years of experience in manufacturing, financial, multilevel marketing, sales, and business operations. I excel in organizational leadership and relationship building with clients and team members. I have the ability to lead, train and motivate others through energy, enthusiasm, and humor.

Skills : Administrative, Sales, Customer Service, Management.

Description :

    1. Responsible for the direction, administration, performance and results of the operational activity for the Call Center comprised of 43 associates.
    2. Providing strategic direction and leadership for 35 associates inclusive of inbound customer service representatives, outbound sales representatives, team leaders, trainers, mentors, quality control support and coordinates with e service specialist, account specialists and call center analyst.
    3. Span of responsibilities and control include management of front-end/back end call center operations through: accurate forecasts and trend analysis of IVR, telephone queues, website activity.
    4. Manage department and team performance for credit union membership satisfaction, call production results related to customer service standards and call center metrics, call quality via call monitoring and sales productivity.
    5. Monthly contact rates are inclusive of 45,000 inbound contacts, 1,300 outbound sales contacts and 750 email/secured online contacts.
    6. Service channels are focused on the support and maintenance of members' acccounts and the sale of credit union products and services inclusive of checking accounts, savings accounts, certificates of deposit, individual retirement accounts, debit/ATM cards, credit cards, personal loans/lines of credit, mortgages, personal insurance and investor services.
    7. Selected Contributions: Appointed by senior management to preside on Service Excellence Team charged with improving the internal/external service quality delivered by all credit union associates 2010-present.
Years of Experience
Experience
10+ Years
Experience Level
Level
Senior
Education
Education
B.S. In Business Administration

Call Center Operations Manager/Representative Resume

Summary : Motivated Management professional seeking an opportunity to demonstrate project management, mastering technology and processes, customer service, that thrives in a deadline driven environment and client service skills proven by 7 years of success.

Skills : Contact Center Management, Leadership, Good communication.

Description :

    1. Responsible for the direction, administration, performance and results of the operational activity for the Call Center comprised of 43 associates.
    2. Providing strategic direction and leadership for 35 associates inclusive of inbound customer service representatives, outbound sales representatives, team leaders, trainers, mentors, quality control support and coordinates with e service specialist, account specialists and call center analyst.
    3. Manage department and team performance for credit union membership satisfaction, call production results related to customer service standards and call center metrics, call quality via call monitoring and sales productivity.
    4. Monthly contact rates are inclusive of 45,000 inbound contacts, 1,300 outbound sales contacts and 750 email/secured online contacts.
    5. Service channels are focused on the support and maintenance of members' acccounts and the sale of credit union products and services.
    6. Selected Contributions: Appointed by senior management to preside on Service Excellence Team charged with improving the internal/external service quality delivered by all credit union associates 2010-present.
    7. Managed a team of Program Managers, 4 Service Delivery Managers, Trainers / SQTs and up to 60 plus concierges meeting or exceeding productivity .
Years of Experience
Experience
10+ Years
Experience Level
Level
Senior
Education
Education
B.S. In Business Administration

Associate Call Center Operations Manager Resume

Summary : Accomplished professional with over 15 years of experience in manufacturing, financial, multilevel marketing, sales, and business operations. I excel in organizational leadership and relationship building with clients and team members. I have the ability to lead, train and motivate others through energy, enthusiasm, and humor.

Skills : Administrative, Sales, Customer Service, Management.

Description :

    1. Responsible for the direction, administration, performance and results of the operational activity for the Call Center comprised of 43 associates.
    2. Providing strategic direction and leadership for 35 associates inclusive of inbound customer service representatives, outbound sales representatives, team leaders, trainers, mentors, quality control support and coordinates with e service specialist, account specialists and call center analyst.
    3. Span of responsibilities and control include management of front-end/back end call center operations through: accurate forecasts and trend analysis of IVR, telephone queues, website activity.
    4. Manage department and team performance for credit union membership satisfaction, call production results related to customer service standards and call center metrics, call quality via call monitoring and sales productivity.
    5. Monthly contact rates are inclusive of 45,000 inbound contacts, 1,300 outbound sales contacts and 750 email/secured online contacts.
    6. Service channels are focused on the support and maintenance of members' acccounts and the sale of credit union products and services inclusive of checking accounts, savings accounts, certificates of deposit, individual retirement accounts, debit/ATM cards, credit cards, personal loans/lines of credit, mortgages, personal insurance and investor services.
    7. Selected Contributions: Appointed by senior management to preside on Service Excellence Team charged with improving the internal/external service quality delivered by all credit union associates 2010-present.
Years of Experience
Experience
10+ Years
Experience Level
Level
Senior
Education
Education
B.S. In Business Administration

Call Center Operations Manager/Consultant Resume

Summary : High level customer service professional with experience across multiple areas of the Customer Service Industry, including, Supervisor, Operations Management healthcare, technical support, scheduling, medical insurance, networking, cross functional partners, Quality Assurance, training, , high volume Call Center industry.

Skills : Customer Service, Good communication, Management.

Description :

    1. Managing and directing the daily activities of call center representatives.
    2. Recruit, hire, and train new agents.
    3. Supervising, planning, and managing functions concerned to Call Center environment.
    4. Carrying out supervision, call monitoring, coaching, training, disciplining, and reviewing all call center representatives performance.
    5. Updating databases on an on-going basis.
    6. Acting as an information source and answering call center representatives questions, assigning tasks, following up and giving instructions as needed.
    7. Attending, following up and resolving customer complaints and questions.
Years of Experience
Experience
7-10 Years
Experience Level
Level
Consultant
Education
Education
Bachelor's In Business Management

Call Center Operations Manager/Representative Resume

Summary : Motivated Management professional seeking an opportunity to demonstrate project management, mastering technology and processes, customer service, that thrives in a deadline driven environment and client service skills proven by 7 years of success.

Skills : Contact Center Management, Leadership, Good communication.

Description :

    1. Responsible for the direction, administration, performance and results of the operational activity for the Call Center comprised of 43 associates.
    2. Providing strategic direction and leadership for 35 associates inclusive of inbound customer service representatives, outbound sales representatives, team leaders, trainers, mentors, quality control support and coordinates with e service specialist, account specialists and call center analyst.
    3. Manage department and team performance for credit union membership satisfaction, call production results related to customer service standards and call center metrics, call quality via call monitoring and sales productivity.
    4. Monthly contact rates are inclusive of 45,000 inbound contacts, 1,300 outbound sales contacts and 750 email/secured online contacts.
    5. Service channels are focused on the support and maintenance of members' acccounts and the sale of credit union products and services.
    6. Selected Contributions: Appointed by senior management to preside on Service Excellence Team charged with improving the internal/external service quality delivered by all credit union associates 2010-present.
    7. Managed a team of Program Managers, 4 Service Delivery Managers, Trainers / SQTs and up to 60 plus concierges meeting or exceeding productivity .
Years of Experience
Experience
10+ Years
Experience Level
Level
Senior
Education
Education
B.S. In Business Administration

Call Center Operations Manager Resume

Summary : Sixteen years experience in customer service in top technical, telecommunication and financial industries. Responsible for activities of Call Center staff and for managing a high-performance work culture that resulted in a world-class call center.

Skills : Call Center Management, Performance Management, Personnel Management, Employee Relations, Account Management, Microsoft Office Suite, Travel Coordination.

Description :

    1. Managed performance on specified program to meet and exceed all client and/or company expectations.
    2. Ensurde key performance indicators are achieved.
    3. Communicated directly with client regarding program performance.
    4. Managed information flow between the Team Managers and the Site Director.
    5. Assisedt with the management of the Quality Process including the number of monitorial completed, tabulating results, ensuring calibration and providing coaching and development to outlying evaluators.
    6. Co-facilitated associate satisfaction throughout the program through incentives and floor-wide activities.
    7. Accomplished call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining .
Years of Experience
Experience
7-10 Years
Experience Level
Level
Management
Education
Education
Information Systems

Call Center Operations Manager/Consultant Resume

Summary : High level customer service professional with experience across multiple areas of the Customer Service Industry, including, Supervisor, Operations Management healthcare, technical support, scheduling, medical insurance, networking, cross functional partners, Quality Assurance, training, , high volume Call Center industry.

Skills : Customer Service, Good communication, Management.

Description :

    1. Managing and directing the daily activities of call center representatives.
    2. Recruit, hire, and train new agents.
    3. Supervising, planning, and managing functions concerned to Call Center environment.
    4. Carrying out supervision, call monitoring, coaching, training, disciplining, and reviewing all call center representatives performance.
    5. Updating databases on an on-going basis.
    6. Acting as an information source and answering call center representatives questions, assigning tasks, following up and giving instructions as needed.
    7. Attending, following up and resolving customer complaints and questions.
Years of Experience
Experience
7-10 Years
Experience Level
Level
Consultant
Education
Education
Bachelor's In Business Management

Call Center Operations Manager Resume

Summary : Sixteen years experience in customer service in top technical, telecommunication and financial industries. Responsible for activities of Call Center staff and for managing a high-performance work culture that resulted in a world-class call center.

Skills : Call Center Management, Performance Management, Personnel Management, Employee Relations, Account Management, Microsoft Office Suite, Travel Coordination.

Description :

    1. Managed performance on specified program to meet and exceed all client and/or company expectations.
    2. Ensurde key performance indicators are achieved.
    3. Communicated directly with client regarding program performance.
    4. Managed information flow between the Team Managers and the Site Director.
    5. Assisedt with the management of the Quality Process including the number of monitorial completed, tabulating results, ensuring calibration and providing coaching and development to outlying evaluators.
    6. Co-facilitated associate satisfaction throughout the program through incentives and floor-wide activities.
    7. Accomplished call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining .
Years of Experience
Experience
7-10 Years
Experience Level
Level
Management
Education
Education
Information Systems