As a Contact Supervisor, the individual will take charge of monitoring and supervising the team members. A well-written Contact Supervisor Resume indicates the following duties and responsibilities – managing the workflow at the contact center, providing technical guidance and support to team members and end-users; providing feedback and coaching employees, evaluating work performance of staff, promoting a superior and customer-focussed environment; recommending to develop call center processes and procedures; and ensuring documentation and analysis of reports to enhance operations.
Summary of qualifications seen on resumes includes the following – a thorough knowledge and proficiency in quality improvement tools and processes; familiarity with call center management tools, proficiency with database and presentation applications; and fast typing skills. while a formal education is not mandatory, employers prefer to see on the resume a college degree and prior work experience in a similar capacity.
Summary : The Contact Center Supervisor supervises the work of generally 15-20 counselors. This position motivates employees to deliver on department goals and standards, and is directly involved in the training, coaching, scheduling and motivation of staff in order to achieve established performance expectations.
Skills : Supervising, Management.
Ensured military activities do not adversely affect known archaeological or cultural sites; requests funding through Legacy program to ensure the safety of National Historic Properties.
Served as program coordinator for this type of activity; coordinates with State Historic Preservation Officer for all military activities that could potentially adversely impact archaeological or cultural sites.
Advised the environmental staff on environmental regulations having impacts on operations.
Assisted and discussed objectives governing environmental considerations.
Reviewed military construction projects and provide comments as necessary to ensure necessary provisions meet applicable and/or potential environmental standards.
Provided technical assistance and input on matters concerning environmental compliance, environmental matters associated with community relations, containment and disposal of oil and hazardous materials/hazardous waste spills, and disposal of hazardous materials/hazardous waste.
Conducted environmental pollution control surveys, investigate the control of emissions of pollutants to the atmosphere, solid waste disposal, recycling procedures, prevention and countermeasures for potential pollution sources, and disposal of hazardous wastes.
Assisted in modifying existing environmental programs and aids in the development of new policies or procedures.
Jr. Contact Supervisor Resume
Objective : Responsible for day-to-day operations of a team of associates in a call center and monitors productivity and performance standards. Plans and directs work flow and project assignments.
Skills : Microsoft Office, Supervising.
Managed team of call center associates to promote a working team environment and ensure best practices are shared.
Worked to develop employee’s skills evaluates performance and provides feedback.
Oversaw resolution of employee relations issues and performance standards, productivity and service standards.
Conducted hiring, training, and evaluation of staff. Provide on-going coaching to each Customer Service Associate (CSA) on their team concerning quality, reliability, accountability, and productivity.
Ensured service levels and performance guarantees are met.
Worked with Call Center Manager to implement strategic business work plan goals.
Tracked and periodically reports progress to management.
Assisted in the development of Call Center programs and processes.
Sr. Contact Supervisor Resume
Summary : Contact Supervisor to join the Help Desk team to supervise its day to day operations. This includes the creation, coordination and execution of all marketing materials and campaigns, including the creation of new products and services, as well as any related changes to existing product offerings.
Skills : Customer Service, Computer Literate.
Provided supervision and direction to other professionals in information technology, financial aid, and other supported services by keeping them informed of changes in processes, information, establishing new procedures and/or policies to deal with changes.
Participated in the planning, goal setting, and evaluation of assigned Help Center specialists.
Reviewed and recommended changes and/or implementation of departmental policies and procedures to increase the efficiency of operations and to meet changing regulations requirements.
Served as liaison between all university departments in the shift hours to ensure continuity and effectiveness of service.
Coordinated with the Help Center training staff to conduct short refresher training and new information dissemination.
Acted as an internal escalation point for information technology-related needs but also serves as an escalation point for all other services supported by the Help Center.
Maintained a close and collaborative working environment, sharing information regularly with other Help Center leadership staff.
Contact Supervisor I Resume
Objective : Contact Supervisor has oversight of the activities of the Member Experience Team and establishes positive and effective working relationships with customers, providers and agencies to establish superior customer service and to reduce the number of complaints & grievances.
Skills : Inventory Management, Communication Skills.
Monitored complaints about immediate and effective reduction for the highest complaint categories.
Identified training gaps and opportunities by analyzing call monitoring results.
Assisted with the Call Quality calibration meetings and appeal process.
Oversaw the call quality and complaint processes, and handles any escalated calls.
Supervised all Service Expert Specialists.
Assisted all Service Expert Specialists with overflow complaints when necessary and with tasks and problem-solving.
Implemented instructions and policies throughout the department, resolve staff concerns and serves as a liaison to other departments.
Worked closely with other workstreams leaders in order to streamline current processes that may help improve member experience.
Contact Supervisor II Resume
Headline : Contact Supervisor monitor all Customer Services Representative (CSR) project productivity and call performance. Ensure that all quality performance levels/indicators are maintained for the department.
Skills : Management, Supervising.
Assigned projects to Team Leaders and CSRs, monitoring completions and meeting required timeframes for reporting.
Assisted and provided input on all CSR training and development.
Prepared all staff evaluations (yearly) for review/approval by the Manager.
Supervised all CSRs, monitoring all productivity; call handling and project completions, etc.
Liaised between other departments for resolution of member/provider related issues.
Assisted with pharmaceutical vendor updates for the correction of existing member files as well as any new member additions.
Contact Supervisor III Resume
Summary : Contact Supervisor coordinates and assigns daily work tasks to team members and ensures adequate coverage for contracts. Responsible for performance and metrics of the team members.
Skills : Microsoft Office, Management.
Maintained staff by selecting, orienting, and training employees and developing personal growth opportunities.
Accomplished department objectives by supervising staff and organizing and monitoring work processes.
Accomplished staff job results by coaching, counseling, and disciplining employees.
Planed, monitored, and appraised job results.
Conducted training and documents employee files.
Implemented and enforced systems, policies, and procedures and implements corrective actions.
Maintains safe and healthy work environment by establishing and enforcing organization standards and adhering to legal regulations.
Completed operations by developing schedules, assigning and monitoring work, gathering resources, implementing productivity standards, resolving operations problems, maintaining scheduling manuals, and implementing new procedures.
Asst. Contact Supervisor Resume
Objective : To secure Contact Supervisor responsible employment with a successful team of individuals in order to accept additional opportunities that will bring personal brand of consistent business results, solid leadership, and people skills to improving adding value to a leading organization.
Skills : Management, Organising.
Involved with the Youth One Stop Shop, a program that helps youth facing barriers find employment opportunities.
Coordinated/managed multiple calendars with efficiency.
Established and maintained an effective working relationship with management, guests, and various departments on property.
Answered all guest inquiries while maintaining current knowledge/familiarity with all hotel services/features and local attractions.
Assisted all casino and transient guests with reservation requests, including but not limited to rooms, shows, dinners, limos, and amenities.
Ensured guest wake up calls, NRG and Fire Command/Security processes comply as established.
Oversaw the labor and supply costs for the department.
Managed and organized daily to do’s providing a timeline and point of action for each employee.
Associate Contact Supervisor Resume
Headline : This position is responsible for providing supervisory support and leadership to contact center staff and ensuring the efficient, accurate and timely handling of inquiries from all sources through all channels.
Skills : Management, Communication skills.
Supervised the daily activities of the contact center representatives including reviewing employee performance.
Ensured all calls are handled professionally, appropriately, accurately and in a timely manner.
Partnered with enterprise trainer to develop written training materials and procedures.
Participated in the interview selection process of all direct reports.
Performed ongoing call monitoring for quality assurance purposes; ensures direct reports are performing at optimum level and coaches where opportunities for improvement may exist.
Participated in queue management and answering calls as needed, to ensure service level requirements are achieved.
Made suggestions to management on business process improvements based on call monitoring results.
Participated in Enterprise and department projects. Identifies and documents impacts to department and/or team and implements solutions in an effective manner.
Lead Contact Supervisor Resume
Summary : Contact Supervisor is responsible for leading and motivating a team of Customer Experience Representatives (Registrant Services team) to ensure they are providing the best assistance and services to the organizations stakeholders.
Skills : Customer Service, Communications.
Provided operational support for all contact center functions (backline support, employee relations issues, performance issues, operating systems and facility items).
Provided employees with guidance in handling difficult or complex problems and in resolving escalated complaints or disputes.
Improved stakeholder satisfaction via monitoring contacts (calls and emails) and providing effective coaching, training, and feedback to contact center personnel.
Developed and implemented strategies to improve customer interactions, experience and overall satisfaction levels in line with the organization’s vision and mission.
Lead, engaged and mentored the Registrant Services team to ensure that performance indicators and objectives are achieved.
Hired, developed, evaluated, rewarded, and retained a highly qualified team of customer experience professionals.
Developed and implemented Customer Service Standards to improve and unify all customer interactions across the organization.
Contact Supervisor Resume
Objective : Contact Supervisor is responsible for ensuring outstanding and professional member service via Contact Center channels (phone, chat, email). Management engages with members and leadership in delivering member support. Excellence of customer service is the basis of strategy and organization.
Skills : Communication Skills, Management.
Oversaw and directed the daily operation of the department, while fostering collaboration and improving the organization's contact center support channels.
Planned department organizational, along with operational design and implementation for all aspects of the contact center.
Fostered a positive and engaging work environment through management use of Talent Management tools, such as performance reviews, rewards and recognition, performance plan development, behavioral trend analyses, root cause assessments, and career path planning.
Developed Early-to-Late-Stage of department performance analyses and reporting methodologies.
Processed improvement and implementation strategies, along with cost efficiencies and ROI analyses on proposed quality improvements.
Maintained current and strategic regulatory knowledge ensuring departmental compliance and employee development.
Worked in a fast-paced, team-oriented environment and complete assigned tasks within allotted timeframes.