Call Center Team Lead Resume Samples

Call Center Team Lead typically oversees those workers who respond to the inquiries of the customers. Working in the call center the leads will receive phone calls and make sure the employees respond properly to what is being asked and make sure the employees put the center in a good light. A well-drafted Call Center Team Lead Resume describes the following duties and tasks – reviewing operating procedures, handling escalated issues, drafting presentations, handling queries and inquiries; addressing all voicemail and email; preparing shift of employees; reporting about customer issues to management; and achieving monthly targets.

A skilled professional should possess the following traits – the ability to conduct investigations and determine the authenticity of errors or defects; complete knowledge of the company’s products and services; knack in handling escalations; fluency in English, and excellent customer service skills. while a degree is not compulsorily required, a high school diploma and prior work experience are mandatory.

Call Center Team Lead Resume example

Call Center Team Lead Resume

Summary : Ambitious and career driven looking to exceed and excel expectations in Corporate, understanding customer service is a most wanted skills and possess a good communication skills.

Skills : Complex decision-making, Time management, Supervisory, VanillaSoft, Customer Service.

Description :

    1. Managed a team of representatives and provided coaching and feedback along with performance reviews.
    2. Took acre of customer escalations and provided solutions.
    3. Communicatde performance expectations to employees.
    4. Assisedt in new hire training.
    5. Provided guidance, instruction, direction and leadership to the team.
    6. Provided feedback to team members to help achieve desired results.
    7. Provided customer service throughout the call center.
Years of Experience
Experience
10+ Years
Experience Level
Level
Senior
Education
Education
CADC


Call Center Team Lead /Consultant Resume

Summary : Customer service, leadership, and sales skills to contribute to the company's success. Passion for people and excellence that has allowed to excel company's growth.Self motivated team leader.

Skills : Team management, Upselling, Time management.

Description :

    1. Answered a high volume of incoming calls and documented each customer account.
    2. Entered and updated member/patient demographic information. 
    3. Resolved escalated and complex claims calls and inquires and completed billing inquiries from corporate and retail member/clients. 
    4. Read and understand the benefits and provided correspondence for proof of coverage.
    5. Researched inquiries from healthcare providers/members including claims, payments processed and check inquires.
    6. Investigated and researched charge discrepancies, claims processed incorrectly. 
    7. Provided feedback and suggestions to the Customer Service Manager regarding issues directly impacting the Call Center.
Years of Experience
Experience
7-10 Years
Experience Level
Level
Consultant
Education
Education
Information Management


Associate Call Center Team Lead Resume

Headline : Excellent communication skills with experience as a customer service and logistics representative, strong work ethic, experience in the transportation industry both in management and supervision.

Skills : Proficient in Word, Excel, PowerPoint and customer service.

Description :

    1. Performed side-by-side call monitoring in an effort to assist low performing team members bring up.
    2. Managed staffing schedule to support business needs by utilizing work force software. 
    3. Acted as a stand in manager assuming whichever manager role needed to be filled according to manager vacation scheduling.
    4. Crafted predictive dialer campaigns to meet impending business needs.
    5. Utilized IVR monitoring system to regulate agent compliance with FDCPA and other laws as per company policies and guidelines.
    6. Conducted weekly team meetings and impromptu meetings addressing new policies, procedures, and allowed agents to voice concerns and ideas.
    7. Assisted customers in placing orders & product information.
Years of Experience
Experience
5-7 Years
Experience Level
Level
Executive
Education
Education
Accounting

Call Center Team Lead /Supervisor Resume

Summary : Organized and efficient, highly skilled in office administration, data organization, proofreading, database management and word processing. Committed to data integrity and accurate payment processing. Extensive experience with complex health care database systems.

Skills : Microsoft Windows 9x, 2000, XP, Vista,Customer support.

Description :

    1. Responsible for managing approximately a large number of employees.
    2. Daily task included tracking attendance, schedule adherence, phone metrics and quality scores.
    3. Worked with Human Resources to deliver performance evaluations and any required disciplinary actions as needed.
    4. Consolidated the Senior CSR group to one team which has improved performance, morale and communication within the group.
    5. Implemented Help Line report which has provided Team Leaders and Training with data.
    6. Implemented a more versatile "POC" workstation which allowed Team Leads to focus more on coaching real time call center metrics.
    7. Received highest QA in the Call Center by implementing a more personalized coaching strategy, and delivering results based on the individuals needs.
Years of Experience
Experience
10+ Years
Experience Level
Level
Senior
Education
Education
Diploma

Jr. Call Center Team Lead Resume

Objective : Resourceful, flexible Customer Service, Operations Professional with over 10 years' of successful experience in demanding work environments requiring high levels of precision. Adaptable, transition easily between small and large tasks, working individually and in a team.

Skills : Supervisory, Customer Service, Marketing, Promotion.

Description :

    1. Worked with all Business Units and Information Technology to test new systems enhancements, functionality.
    2. Worked closely with management to ensure all systems were maintained properly, suggested system enhancements and procedure changes.
    3. Developed and maintained shareholder relations which consisted of Presidents, CEO's and CFO's.
    4. Recorded shareholder inquiries and responses in a timely manner in shareholder accounts using Salesforce Customer Relationship Management (CRM).
    5. Supported Sales Team by being the main point of contact regarding technical questions.
    6. Provided shareholder and internal staff with technical support and training regarding online systems.
    7. Provided backup and support to others in functional areas and assisted with special projects related to membership information.
Years of Experience
Experience
2-5 Years
Experience Level
Level
Junior
Education
Education
Associate Of Arts

Call Center Team Lead III Resume

Summary : Call Center Ops Manager, coordinator and analyst with a solid background in call center environments. Proven track record in bringing strategic management to all business to meet and exceed objectives. Effective coaching, leadership and communication skills.

Skills : Microsoft Office, Microsoft Outlook, Customer support.

Description :

    1. Ensured the team achieves goals consistently thorough Call Quality mentoring, coaching sessions, Productivity, Adherence and Attendance.
    2. Developed specific learning objectives for each CSR, using coaching plans. 
    3. Investigated, Analyzed and Resolved outstanding Issues.
    4. Monitored and maintained schedule adherence related to breaks, lunches, absenteeism and lateness.
    5. Approved/disapproved vacations and requests for days off, holiday staffing, team meetings, training, seminars, and other daily schedule adjustments.
    6. Ensured the highest level of data integrity for decision-making purposes.
    7. Monitored and analyzed daily inbound and outbound call statistics as well as program KPI's.
Years of Experience
Experience
10+ Years
Experience Level
Level
Senior
Education
Education
Business Admin

Asst. Call Center Team Lead Resume

Summary : Talented, experienced and highly motivated telecommunications / IT / customer service / web development professional committed to total quality customer service, tech savvy with exceptional communication skills, seeking an opportunity with an organization that expects and appreciates service delivery excellence.

Skills : Claims, Billing Collections, Accounting, Customer Service.

Description :

    1. Provided customer service and support for contact center.
    2. Maintained and managed customer accounts.
    3. Maintained current knowledge for systems and procedures.
    4. Researched accounts, verified documentation and assisted in all aspects of application process.
    5. Served as SME, provided tech support and recovered user ids and reset passwords.
    6. Assisted in enrollment of clients via phone and web chat.
    7. Provided floor support for CSSs and served in a supervisory capacity to deescalate problem accounts.
Years of Experience
Experience
7-10 Years
Experience Level
Level
Management
Education
Education
Bachelors In Web Design & Development

Call Center Team Lead II Resume

Summary : Supervisor with leadership skills and experience in Call Center management . Knowledgeable with Microsoft Office, Oaisys, Digital Dispatch System, Trapeze, and providing friendly customer service to callers within an inbound/outbound call center. Skilled at conflict resolution and encouraging a productive work environment.

Skills : Microsoft Office, Strong communication skills, Salesforce.

Description :

    1. Provided general information to the customer regarding the company services and rates.
    2. Handled escalated calls, complaints, questions, and queries as necessary.
    3. Responsible for training new hires employees and creating training material. 
    4. Monitored, organize, and coached team on a day-to-day basis.
    5. Produced employee schedules and ensured proper shift coverage.
    6. Ensured employees follow schedules and resolve any attendance issues that may occur.
    7. Assisted drivers with directions, problems with customers, maintenance issues with cabs and emergency situations.
Years of Experience
Experience
7-10 Years
Experience Level
Level
Consultant
Education
Education
Bachelor Of Arts

Call Center Team Lead /Representative Resume

Objective : Creative support professional with a record of increased responsibility. Proficient in prioritizing and completing tasks in a timely manner, yet flexible to multitask when necessary. Customer focused with diverse industry experience including office and team management, call center and retail customer service, sales and bookkeeping.

Skills : Proven Written And Oral Communication , Microsoft Office, Digital Landing.

Description :

    1. Trained and supervised both permanent and temporary staff.
    2. Created and coordinated work schedule to ensure coverage and smooth office operations.
    3. Motivated team of call center collection agents on outbound and inbound calls with contests and prizes.
    4. Led and supervised a top ranking debt collection team focused on collecting high-risk, bad loans.
    5. Analyzed the individual performance of each team member weekly and trained individually to perform even better.
    6. Organized training workshops to improve the performance of the members who were lagging behind in terms of performance.
    7. Collaborated with the HR department in hiring agents and conduct more training Transitioned from Customer Service Representative.
Years of Experience
Experience
2-5 Years
Experience Level
Level
Junior
Education
Education
Communications

Call Center Team Lead Resume

Headline : Resourceful, flexible Customer Service/Operations Professional with over 10 years' of successful experience in demanding work environments requiring high levels of precision. Adaptable, transition easily between small and large tasks.Personable individual who enjoys working with customers and colleagues from all different levels of profession.

Skills : Microsoft Word, Microsoft Excel, Microsoft Outlook, Customer Service.

Description :

    1. Worked with all Business Units and Information Technology to test new systems enhancements, functionality, data changes and system implementation. 
    2. Worked closely with management to ensure all systems were maintained properly, suggested system enhancements and procedure changes.
    3. Recorded shareholder inquiries and responses in a timely manner in shareholder accounts using Salesforce Customer Relationship Management (CRM).
    4. Communicated the company's purpose, core values, and expectations of the call center employees.
    5. Provided shareholder and internal staff with technical support and training regarding online systems.
    6. Provided backup and support to others in functional areas and assisted with special projects related to membership information.
    7. Assured consistency in customer service operations.
Years of Experience
Experience
5-7 Years
Experience Level
Level
Management
Education
Education
Associate Of Arts