Call Center Supervisor Resume Samples

A Call Center Supervisor takes up the duty of training and motivating the Call Center Representatives. The job description includes supervising the representatives as they handle customers and complaints and render support to clients. The other core duties are listed on the Call Center Supervisor Resume are as follows – hiring employees, monitoring the progress of the representatives or agents, cultivating knowledge and skills in them through proper coaching, handling escalated issues, identifying operational issues and suggesting suitable improvements.

Call Centers look for the following attributes in their Supervisors – proficiency with technology mainly with relevant software, and applications; exceptional verbal and written communication skills, a thorough understanding of the company’s product and services, ability to coach and motivate junior staff and the ability to navigate tense situations properly. While a high school is considered mandatory, more education preferably in management will be an asset.

Call Center Supervisor Resume example

Call Center Supervisor Resume

Objective : A flexible, team player, strong customer service orientation and ability to interface with all levels of the organization and external customers. I have the ability to encourage others and build strong work ethics. The qualities that I hold are confidence, honesty, flexibility, respect and value for others. I have the ability to lead activities to enhance social development of individuals. . I ensure client's right to privacy and maintained confidentially while working with client files.

Skills : Siebel,Microsoft Office Suite,Outlook, various Workforce Management programs.

Description :

    1. Successfully managed the activities of telemarketing and customer service team members in multiple locations.
    2. Created training manual targeted at resolving even the most difficult customer issue.
    3. Recruited, managed and trained new customer service and telemarketing representatives.
    4. Monitored the daily activities of the customer service department.
    5. Improved service quality and increased sales by developing a strong knowledge of company's products and services.
    6. Generated and distributed daily reports and order acknowledgments to appropriate personnel Identified key growth opportunities for the business through extensive Achieved 10% increase of quota within the first year as telemarketing Manager.
    7. Led sales calls with team members to establish sales and customer retention goals.
    8. Monitored customer preferences to determine focus of sales efforts.
Years of Experience
Experience
0-2 Years
Experience Level
Level
Entry Level
Education
Education
MA


Call Center Supervisor Resume

Objective : Looking for a Call Center Supervisor Position to grow further in my career using the strong customer service experience and skills that i have built in my previous organizations.

Skills : Management, Customer Service, Sales, Computer Programs Knowledge.

Description :

    1. Coached for performance improvement with an emphasis on gaining the root cause of negative behavior.
    2. Provided development, motivation, and encouragement for team members to succeed in the job that they did for the company.
    3. Utilized various computer programs (Outlook, PowerPoint, Excel, and Word) administratively supported the team.
    4. Provided weekly key performance indicator stats to individual team members.
    5. Conducted recursive training to new hire and experienced agents.
    6. Actively built relationships with community agencies and led Outreach team.
    7. Managed priorities in constant changing environment; Responsible for quality/ production of data reports compiled by call center reps.
    8. Built strong inter-departmental relationships with various departments to streamline work processes Modeled attributes such as valuing diversity, communicating openly and honestly, demonstrating integrity, and leading change management.
Years of Experience
Experience
2-5 Years
Experience Level
Level
Executive
Education
Education
Degree


Call Center Supervisor Resume

Objective : 10+ years of Customer Dispute experience for leading companies like Huntington National Bank, Garden City Group, Gap, and Time Warner Cable. Previous experience as a Credit Card Specialist at Huntington Bank. Handled 100+ inbound calls on a daily basis. Researched fraud disputes for customers that called in. Researched and resolved disputes on their accounts and setting up balance transfers on credit card accounts.

Skills : Microsoft Office, Quicken, CISCO, Oracle Service Cloud.

Description :

    1. Managed and supervised a team of 10 agents that were responsible for answering customer calls related to class action cases.
    2. Assisted agents with questions and kept agents up to date on process changes and company updates.
    3. Responsible for taking the more challenging phone calls and addressing the concerns of the caller.
    4. Submitted daily reports providing status updates on my team members' performance, updated on different cases covered.
    5. Outlined team's goals for the next day.
    6. Approved the agents' hours in Tenrox, and helped make updates if time was input incorrectly.
    7. Communicated updates for the different projects that my team was responsible for to senior management.
    8. Facilitated team meetings to review new projects that were assigned to the team to go over expectations and to address any questions that the team had.
Years of Experience
Experience
0-2 Years
Experience Level
Level
Entry Level
Education
Education
Degree

Call Center Supervisor Resume

Objective : 5+ years of management and customer service experience in the contact center space. She has a proven background of coordinating successful performance plans for customer service agents and developing them into team leaders. In her current position as a Manager at Mazda's contact center, she has reached company goals for six consecutive months. Seeking another Supervisor role where there is room for growth and advancement within the company.

Skills : Microsoft Office 2010, Management Skills, Supervising Skills.

Description :

    1. Managed team of 40 representatives in customer service and sales.
    2. Implemented performance management and productivity metrics.
    3. Measured and reported call volume analytics to ensure service levels were met.
    4. Conducted performance reviews, including: annual goal setting, development plans, and mid-year review.
    5. Implemented training and development programs for sales and customer service.
    6. Developed a process which increased customer satisfaction from 55% to 85% survey rate.
    7. Monitored and evaluated call/email and after-work times, call recordings/QA, productivity and attendance.
    8. Managed escalated calls from customers with concerns that affected service and quality.
Years of Experience
Experience
0-2 Years
Experience Level
Level
Entry Level
Education
Education
Degree

Call Center Supervisor Resume

Objective : To obtain a Call Center Supervisor position that allows me to utilize my leadership skills by assisting management with the daily operations of the organization while continuing to utilize my technical skills to support end users.

Skills : 10-Key, 10-Key, keyboard, Communication Skills.

Description :

    1. Promoted from customer service representative in the Call Center to Call Center Supervisor Act as primary backup for the Call Center Manager.
    2. Ensured all Wayne County and Department of Technology policies and procedures are adhered to.
    3. Worked with appropriate Department of Technology counterparts to provide all aspects of problem resolution including (but not limited to) problem identification, root cause analysis, troubleshooting, escalation, dispatch, and customer follow up.
    4. Ensured that appropriate escalation procedures are defined and followed to meet the stated goal of problem resolution.
    5. Proficiently completed Service Requests [moves, adds, or changes] assigned to the Call Center including (but not limited to) account creations, deletions, moves, Internet, network, and email access, generic email accounts, name changes, employee profiles.
    6. Provided software and procedural training to new call center employees, computer users and vendors of Wayne County.
    7. Worked with third party vendors to provide support services for Wayne County personnel.
    8. Ensured that all staff (including after-hours staff) are trained to provide excellent customer service and satisfaction, and remain courteous at all times when performing call center activities.
Years of Experience
Experience
0-2 Years
Experience Level
Level
Entry Level
Education
Education
Degree

Call Center Supervisor Resume

Objective : Distinguished executive accomplished in increasing organizational productivity, reducing staff turnover and discovering cost-saving solutions to operational problems.

Skills : Inventory Management, Human Resources Generalist, Certified Grant Writer Etc.

Description :

    1. Determined call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.
    2. Developed call center systems by developing customer interaction and voice response systems, and voice networks; designing user interfaces; developing and executing user acceptance test plans; planning and controlling implementations.
    3. Accomplished call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees.
    4. Administered scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
    5. Met call center financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.
    6. Prepared call center performance reports by collecting, analyzing, and summarizing data and trends.
    7. Accomplished organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
Years of Experience
Experience
2-5 Years
Experience Level
Level
Junior
Education
Education
Degree

Call Center Supervisor Resume

Objective : Responsible for maintaining and improving call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades.

Skills : Customer Service, Customer Focus, Phone Skills, Listening.

Description :

    1. Assisted members and employees with telephone calls, answer questions about products and services; resolves problems.
    2. Scheduled, trained, and monitored the work of all Call Center Representatives; evaluates, reviews, and recommends to management salary adjustments or disciplinary action.
    3. Developed and maintained knowledge of new policies and procedures to ensure compliance with all applicable regulations Identifies cross sell opportunities and sells these services to members.
    4. Ensured member account information correctly entered on computer system and all paper documentation properly recorded.
    5. Proactively promoted cross sales culture within the department, both by example and training employees to identify the opportunities ensuring direct reports achieve 100% of their individual goals.
    6. Provided informed, prompt, professional and accurate service and support to all members and associates.
    7. Maintained a cohesive, highly trained, motivated staff sufficient to meet daily department demands.
Years of Experience
Experience
2-5 Years
Experience Level
Level
Executive
Education
Education
Degree

Call Center Supervisor Resume

Objective : Looking for a Call Center Supervisor position where I can demonstrate my customer service and management skills as well as my people skills. I have the ability to work in a team setting as well as by myself. I am looking for a company with a nice working environment and a chance for growth within the company.

Skills : Microsoft Office Suite, Sales Management, Customer Service, Technical Support, Account Management, Excel.

Description :

    1. Supervised all aspects of inbound customer service, billing, team leads and inbound sales departments, directly responsible for the performance and scheduling of 50 + sales and customer care service representatives while also overseeing 100+ representatives at any given time during my day.
    2. Developed higher call center standards by redesigning employee performance scorecards to capture essential qualities of high-level customer service.
    3. Implemented automated call center customer survey and tracking system, resulting in valuable feedback for continuous improvement efforts.
    4. Strengthened service development program by integrating strong mentoring / coaching elements into new employee trainings.
    5. Increased efficiency by playing a key role in the implementation and training of new CRM software system.
    6. Monitored all service and operational metrics to include adherence and occupancy of quality/quantity service levels.
    7. Coached and developed customer service representatives by conducting periodic one-on-one meetings to discuss performance statistics and career goals.
    8. Ensured high levels of customer service staffing through creating a motivating environment assimilating training quickly and then helping to train and coach other employees.
Years of Experience
Experience
2-5 Years
Experience Level
Level
Junior
Education
Education
Degree

Call Center Supervisor Resume

Objective : Self-starter seeking a challenging Call Center Supervisor position in a fast-paced company with growth opportunity where new applications and skills are learned and applied and accrued skills and abilities are built upon. Passionate, persistent analyst with both a technical background and customer relations skills. Quick learner can adapt to different environments by thinking creatively and collaborating with teammates.

Skills : MS Office, Planning Skills, Supervising Skills.

Description :

    1. Supervised 20-30 billing and service representatives including 2 team leads with another 30-40 indirectly.
    2. Evaluated monthly and annual performance assessments.
    3. Coached and trained representatives in methods and procedures of handling calls on various systems.
    4. Took over escalated calls from representatives and team leads as necessary.
    5. Audited adjustment and speedpay reports and prepare reports using Excel 2000 detailing errors encountered.
    6. Included disseminating information to divisions when errors are encountered.
    7. Produced detailed account reconciliation of billing statements for cable/internet and phone accounts including correcting errors in billing when noted.
    8. Worked with CMI Collections Agency in reporting of cable and phone accounts using Cable Data and Quintrex.
Years of Experience
Experience
2-5 Years
Experience Level
Level
Junior
Education
Education
Degree

Call Center Supervisor Resume

Objective : Highly qualified Call Center Supervisor with experience in the industry. Enjoy creative problem solving and getting exposure on multiple projects, and I would excel in the collaborative environment on which your company prides itself.

Skills : Project Management Certification, Call Center, Hiring Skills.

Description :

    1. Supervised and coordinated activities and operation of 20+ employees in the Contact Center Department.
    2. Carried out supervisory responsibilities in accordance with the organization's policies and applicable laws.
    3. Interviewed, hired and Trained employees Manages processes within the center and makes changes to maximize the efficiency and effectiveness of the contact center specialists (Geek Squads Agents) efforts.
    4. Ensured maximum productivity and utilization through meeting performance targets and maintaining appropriate staffing levels.
    5. Developed strategies to achieve organizational goals; understands organization's strengths and weaknesses.
    6. Made necessary changes in staffing based on day of week, sales promotions, other anticipated events, and PBX data.
    7. Supervised, coaches and provided counsel to Team Members.
    8. Conducted monthly annual performance reviews with direct reports.
Years of Experience
Experience
2-5 Years
Experience Level
Level
Junior
Education
Education
MBA

Call Center Supervisor Resume

Objective : Consistent, Hard Working, Highly motivated. Seeking an opportunity to help people by applying my skills and knowledge. I enjoy working with the public, I am looking to improve my position in the work force, expand my knowledge and skills. I am also looking for a different career change to establish long term employment in a friendly and passionate environment.

Skills : Microsoft Excel, Management Skills, Training Skills.

Description :

    1. Provided a high level of supervision to 15 call center employees.
    2. Acted as the first point of contact, handling all escalations quickly and efficiently.
    3. Interfaced with the design team to meet sales meeting requirements, documented all call information, and reviewed for errors.
    4. Mentored and coached direct reports on a daily basis to provide valuable feedback, promote professionalism, and develop an individual growth plan.
    5. Recognized and resolved conflicts that arose around individual and team performance.
    6. Evaluated team performance and identify areas that required coaching and developed a performance plan to overcome employee performance difficulties.
    7. Led by example and promoted a positive and productive atmosphere, supporting all company goals and objectives.
    8. Maintained a difficult calendar load, scheduling appointments for 35 sales managers in 4 different states.
Years of Experience
Experience
2-5 Years
Experience Level
Level
Executive
Education
Education
Diploma

Call Center Supervisor Resume

Summary : Exceptionally competent, demonstrating continued success in resolving problems and achieving desired goals and outcomes. Experienced in office environments and well versed in Microsoft Office Suite; proficient in medical billing software places and Health E N.Y.

Skills : Microsoft Office, Supervising Skills, Developing Skills.

Description :

    1. Ensured all Support Representatives are supported during shifts via the designated channels or methods of support.
    2. Reviewed open customer inquiries daily and resolve or assign accordingly.
    3. Delegated customer inquiries quickly to other qualified Support Representatives.
    4. Checked the proper methods of communication both in Real-Time and outside of posted shifts to gather important and pertinent information from Management teams and peers.
    5. Great ability to multi-task in a fast-pace environment with high resilience, and excellent time management skills.
    6. Provided coaching and feedback on employee performance metrics and communicate information to management and staff in order to promote service excellence and individual personal growth.
    7. Assisted in the development of the team, training and quality service.
Years of Experience
Experience
7-10 Years
Experience Level
Level
Management
Education
Education
BA

Call Center Supervisor Resume

Summary : A goal-oriented and innovative Experienced Leader with strong problem-solving skills and demonstrated expertise in customer relations. Possess proven ability to skillfully balance relationships while maintaining robust channels of communication and enhancing morale by fostering an environment of mutual trust. A hardworking achiever committed to customer satisfaction enabling the success of an organization.

Skills : Human Resources, Sales, Supervision.

Description :

    1. Supervised the day to day activities of a team of 20 inbound technical support call center agents.
    2. Ensured daily goals were communicated to each agent and followed up to ensure that agents were on track to meet those goals.
    3. Assisted agents with escalated technical problems and other issues that would arise.
    4. Implemented new strategies that increased revenue and secured buy-in from agents, including, assisting the implementation of a rewards and recognition program that increased overall sales performance within the call center and gained regional recognition.
    5. Handled troubleshooting escalated problems from the team.
    6. Continuously learned all cable network systems, distribution technology, and NMC (Network Management Center) software tool-sets to stay up-to-date with technology advancements.
    7. Performed interviews and periodic performance reviews to determine employee eligibility for merit increases, bonuses, and promotional / transfer opportunities.
Years of Experience
Experience
7-10 Years
Experience Level
Level
Executive
Education
Education
Degree

Call Center Supervisor Resume

Summary : Seeking a Call Center Supervisor position in an office environment, where there is a need for a variety of office management tasks including - computer knowledge, organizational abilities, and business intelligence. Customer relations experience can be fully utilized to improve customer satisfaction and enhance the company brand name. Highly enthusiastic customer service representative with 4+ year's client interface experience.

Skills : Excel, Access, Oracle Financials.

Description :

    1. Supervised Customer Service Representatives (CSRs) within respective units to ensure compliance, production, and quality goals for individual staff members.
    2. Supervised Telephone Call Center operation, forms processing, and research activities to ensure contract requirements are met or exceeded.
    3. Referred customer service representative to training or refresher courses when performance is below set thresholds or when other opportunities are identified.
    4. Made recommendations for process and procedural improvements.
    5. Verified accuracy of time cards against approved schedules.
    6. Provided Quality Control feedback to CSRs, with reporting to management, regarding beneficiary interaction, forms processing and research request completion, in accordance with established compliance and conformance monitoring.
    7. Performed timely reviews of staff in accordance with policy and makes recommendations for pay raises, bonuses, and the awards program.
    8. Completed administrative functions in a timely and accurate manner.
Years of Experience
Experience
7-10 Years
Experience Level
Level
Senior
Education
Education
Degree

Call Center Supervisor Resume

Objective : Call Center Supervisor Professional with extensive experience in project management, administration, and business ownership. Strong ability to lead teams to establish priorities and achieve successful business outcomes. Recognized for analytical and issue resolution skills that contribute to proactive solutions and streamlined processes.

Skills : PC and Apple Operating Systems, Microsoft Office, Outlook, Calyx Point, typing and 10-key.

Description :

    1. Addressed complaints and resolving problems Monitor productivity of assistance coordinators and generate reports in regard to their quality of work, efficiency, effectiveness, and customer-orientation.
    2. Communicated and follow up to ensure assistance coordinators are fully informed of all new information related to products, procedures, customer needs, and/or company-related issues, changes, or actions.
    3. Reviewed telephony data to monitor the customer experience and those statistics related to the assistance coordinators and/or subordinate activities during the workday.
    4. Proactively monitored individual, team, and call center results to identify and act on both positive and negative performance trends to ensure attainment of performance goals for members of Road America.
    5. Determined work procedures and expedite workflow to enhance call center effectiveness and efficiency.
    6. Handled escalated calls and/or customer/ vendor complaints at all required times.
    7. Interacted with Clients concerning customer dissatisfaction.
    8. Developed and maintained strong relationships with assigned clients.
Years of Experience
Experience
2-5 Years
Experience Level
Level
Executive
Education
Education
Degree

Call Center Supervisor Resume

Objective : Call Center Supervisor Professional seeking a Representative/Management role. Skilled in training staff and establishing a rapport with clients. Self-motivated with exceptional communication and computer capabilities.

Skills : Customer Service, Call Center Leadership, Microsoft Office, Team development, Call Center Metrics.

Description :

    1. Served as Call Center Supervisor for a third party inbound auto insurance call center of 500+ employees receiving customer's insurance claims.
    2. Responsible for 40 team members that report directly me daily.
    3. Maximized Customer Service Representatives productivity through coaching and skill development.
    4. Maintained customer service standards by monitoring phone calls and following up on escalating calls as needed.
    5. Developed and trained Customer Service representatives through course training programs and constant on the job training.
    6. Minimized cost-per-call, being proficient on the phones, accuracy, checking call statistics hourly, determining if call volume requires staff on hand.
    7. Maintained employee morale through incentive programs with daily, weekly, and monthly goal setting.
    8. Matched labor-force with call projections for the call center.
Years of Experience
Experience
2-5 Years
Experience Level
Level
Junior
Education
Education
AAS

Call Center Supervisor Resume

Objective : Top-performing manager with call center management experience, including client relationship ownership, QC, training, human resources management, and risk management background. Proven performance record in these areas for 7+ years. Accomplished people leader in successfully identifying and cultivating key opportunities with direct/indirect reports for the purpose of internal growth and development.

Skills : Operational Skills, Customer Service, Planning Skills.

Description :

    1. Created, managed, and implemented strategic and tactical plans for daily operations; established work priorities, and addressed customer inquiries while meeting cost, productivity, and quality goals.
    2. Supervised and monitored over 100 customer service representatives, adhered to quality assurance standards.
    3. Performed quality audits, as well as developed performance, reports improving performance level.
    4. Supervise day-to-day operations in a high volume call center environment.
    5. Achieved business objectives and performance goals.
    6. Orchestrated turnaround of sub-standard performance, achieving or exceeding all key performance indicators.
    7. Administered performance management by diagnosing improvement opportunities.
    8. Developed program to reduced profit loss due to errors by 30 % over 12 months.
Years of Experience
Experience
2-5 Years
Experience Level
Level
Junior
Education
Education
Degree