Contact Center Manager Resume Samples

Description :

1. Ensure that Contact Center KPI's are being met consistently and deploying new strategies to appropriately enforce them.
2. Demonstrate strong knowledge of Medicaid rules and NEMT requirements.
3. Work with Information Systems staff to automate business practices to improve call taking efficiency.
4. Communicate and facilitate problem resolution with transportation providers as issues are escalated to resolve potential service issues in real-time.
5. Build on the business to enhance performance and revenue expectations.
6. Responsible for ramping up a new contact center from a team of 15 to over 70+ contact center associates.
7. Responsible for fostering a culture of high integrity and honesty while being ethically sound.
8. Responsible for the overall strategic direction/success of the call center. 

Experience

7-10 Years

Level

Management

Education

GED

Description :

1. Recruited to design, implement and maintain high quality, high efficiency, CRM platform operations.
2. Responsible for operational performance, quality assurance, service performance metrics, and call handling.
3. Facilitated in enhancing staffing levels and workflow through workforce management, increasing agent productivity by 35%.
4. Championed construction design and implementation of agent inquiry help desk, enhancing performance levels and quality while decreasing ASA rates by 50%.
5. Development and implementation of eCRM integration - web technology that automated call flow and reduced average handle times by 15%.
6. Directed multiple departments, division and corporate projects with excellence while concurrently leading contact center to record results.
7. Established goals and measurements for all positions within a new bilingual contact center.
8. Reviewed call volume and statistical reports for performance levels.

Experience

5-7 Years

Level

Executive

Education

BBA

Description :

1. Managed team and queue of chat and phone customer service representatives to meet key performance objectives.
2. Analyzed customer contacts (calls, chat logs and emails) to ensure all customer satisfaction quality targets were met.
3. Processed billing adjustments and provided order management assistance.
4. Developing and implementing operational improvements to enhance efficiency and effectiveness.
5. Collaborated and worked with peers to ensure the overall success of the production floor and contact center.
6. Escalated calls according to standard operating procedures.
7. Create high-level codeshare customer scorecard performance for senior leadership showing agent's productivity levels.
8. Led a staff of 15 employees daily and monitored lead-based outbound calls (60-80 calls per person/daily).

Experience

2-5 Years

Level

Junior

Education

BBM

Description :

1. Developed call center systems by developing customer interaction and voice response systems, and voice networks.
2. Maintained and improves call center operations by monitoring system performance. 
3. Managed system and process improvement and quality assurance programs; installing upgrades.
4. Prepared call center performance reports by collecting, analyzing, and summarizing data and trends.
5. Maintained equipment by evaluating and installing equipment; developing preventive maintenance programs; calling for repairs; evaluating and implementing upgrades.
6. Maintained professional and technical knowledge by tracking emerging trends in call center operations management, participating in professional societies.
7. Explored opportunities to add value to job accomplishments.

Experience

2-5 Years

Level

Junior

Education

BBM

Description :

1. Facilitate contact center transition, as well as previously establishing and managing the center.
2. Supervise 14 Agents to ensure an effective transition for end-users, including support for finance and sourcing, travel and expense.
3. Establish objectives and track staff performance based on global standards.
4. Uphold quality standards and ensure compliance with service level agreements and customer satisfaction.
5. Monitor ticket status; review call volume and customer survey responses.
6. Establish an initial center, as well as effectively managing all aspects of the transition process to ensure continuing quality customer service.
7. Establish reporting tools where none existed in order to track/trend communication types within the contact center.
8. Instigate system advancements to determine contact type and inquiry type within established EV2 system.

Experience

5-7 Years

Level

Executive

Education

Diploma

Description :

1. Providing direction to front-line supervisors on issues related to employee performance, disciplinary actions, terminations, and general department operations.
2. Investigation of the employee, patient, provider and ancillary staff complaints related to services, employee relations issues and making appropriate recommendations.
3. Administering recruiting activities to include staffing requirements, development of job descriptions.
4. Conducting pre-screens and interviews along with report generation on recruitment activities for executive leadership.
5. Developing and providing new and ongoing training to front-line supervisors in response to performance trends, employment law updates and policies, and procedures.
6. Developing and managing the department operating budget.
7. Working with other business partners on strategic planning to ensure regulatory and accreditation compliance along with managing targets for organizational goals and objectives.

Experience

7-10 Years

Level

Management

Education

Certification

Description :

1. Manage the day-to-day operations of the processing of multiple departments' internal work orders and public requests.
2. Implement, coordinate and oversee the daily call center operations to include information and referral services, and review of all call center policies and procedures.
3. Plan, direct and coordinate projects and programmatic area of responsibility; meet with staff to identify and resolve problems.
4. Develop and implement the goals, objectives, policies, and priorities for a centralized call center.
5. Develop, maintain, evaluate and monitor documentation and procedural standards relating to all call center day-to-day operations.
6. Collect and interpret department data and make recommendations on the efficiency and effectiveness of staff, existing procedures.
7. Supervise administrative technicians to generate work orders and track completion of maintenance activities for internal/external customers.
8. Prepare monthly reports, agenda items, annual budgeting requests, incident reports and maintenance of all records.

Experience

2-5 Years

Level

Junior

Education

MBA

Description :

1. Pioneered a web-based knowledge resource center and remodeled training to effectively manage information and education for customer service representatives.
2. Increased efficiency year after year with limited staffing resources by implementing and improving internal and external communication.
3. Established and monitored escalation program for all critical plan-related issues which increased the resolution rate to meet the goal of 90%.
4. Instituted a cost-effective recognition program that effectively improved employee morale.
5. Responsible for training, hiring, monitoring and managing call center staff of 6 agents/shift.
6. Tasked with reporting and forecasting to ensure proper coverage and customer satisfaction.
7. Handled escalated customer issues and act as the liaison between our call center, customers, & stores.

Experience

10+ Years

Level

Senior

Education

M.Ed

Description :

1. Managed and monitored the performance of call center customer service staff to ensure customer satisfaction goals are met, including recruiting, selecting and training CSR.
2. Designed and implemented agent call scripting procedures, workflow, and systems, resulting in reduced call times and improved call quality.
3. Created a new support model that routed high priority calls to more tenured agents which reduced transfers, improved customer call experience and saved cost.
4. Implemented a two-stage communication system that allowed for better real-time call volume support, faster outage recognition and reduced additional/repeat calls.
5. Identified training needs and workload requirements by reviewing and analyzing productivity, quality, sales, and adherence performance data.
6. Conducted telephone monitoring to ensure quality service and customer satisfaction goals were met.
7. Performed all HR transactions for staff including employee performance appraisals, pay status changes, monthly progress, and improvement plans.

Experience

10+ Years

Level

Senior

Education

BS

Description :

1. Develop organizational capacity plans through forecasting and data trending, subsequently the recruitment, hiring, and training of subordinate staff.
2. Provide consistent communication of individual and team goals/expectations and ensure achievement thereof.
3. Build and maintain effective relationships with subordinate staff, senior leadership, and organizational partners to ensure collaboration and maximized results.
4. Resolve customer concerns by conducting root cause analysis and initiating appropriate corrective actions.
5. Review written correspondence and call reports to identify operational trends and create corresponding business plans.
6. Identify and implement process improvements, innovations, and organizational efficiencies.
7. Adhere to and ensure compliance of all government and organizational regulatory policies and procedures.

Experience

10+ Years

Level

Senior

Education

HS

Description :

1. Responsible for all aspects of stock portfolio management for securities held outside of stockbroker and including Employee Stock Purchase plans.
2. Managed and supported representatives engaged in shareholder communications via phone, written correspondence, email, and chat.
3. Regularly exceeded client and company KPIs for Quality, Adherence, and AHT.
4. Monitored call volumes made on-the-fly adjustments to staffing levels to meet client service level agreements.
5. Handled sensitive and high-value shareholder and client escalations with high proficiency.
6. Managed the most complex and sensitive product line including the performance of representatives in three call centers and development and delivery of training.
7. Participated in process improvement projects using six sigma.
8. Effectively coached low-performing Agents to higher performance levels through team meetings, training and call audits.

Experience

10+ Years

Level

Senior

Education

BA

Description :

1. Manage day-to-day planning, operation, and problem -solving of team members to meet or exceed the required service level standards and targets.
2. Manage compliance and risk management control standards being upheld and implemented in the team.
3. Continuously motivate, coach, train & develop team members to improve service quality.
4. Conduct weekly, monthly, bi-annual, and annual performance reviews for team members.
5. Ensure implementation of the necessary disciplinary/corrective action based on the Code of Conduct and other agreed memos with close coordination with HR and Legal & Compliance.
6. Monitor and manage service quality, productivity, and other performance metrics and implement action plans to ensure strengths are maintained.
7. Review existing procedures or workflow, and to recommend new procedures to streamline and enhance processes where and when necessary.
8. Spearhead quality initiatives to further increase the quality of service.

Experience

5-7 Years

Level

Management

Education

BBA

Description :

1. Collaborate with other managers in achieving financial and service level goals, and monitoring volume forecast.
2. Provide leadership to all call center supervisors and professional staff.
3. Plan, control, and report on all production activities while prioritizing resources and production conflicts.
4. Analyze and identify potential inconsistencies and resolve them in conjunction with strict procedural guidelines.
5. Identify customer requirements and developing necessary plans for delivery.
6. Enforce program standards such as quality control and security.
7. Represent the Program Manager as required on all initiatives.

Experience

2-5 Years

Level

Junior

Education

BS