A Director of Call Center Operations takes responsibility for the strategic planning and execution of all call center operations. A well-drafted Director of Call Center Operations Resume indicates the following duties – managing and leading the process for continuous improvement of the customer experience; developing and guiding team members to leverage the value of every call; taking responsibility for development and administration of the department budget; delivering results against a defined scope of work; developing and maintaining effective internal and external quality assurance; managing metrics, and reporting statistical performance levels related to the call center; developing and maintaining effective organization of responsibility; managing and expanding client and coworker relationships, and finding and closing new revenue opportunities.
While hiring for this role, employers look for degree holders with the following skills – several years of call center management expertise; effective leadership and analytical skills; working knowledge of financial statement analysis, staffing models, and telecom opportunities; exceptional ability to develop and manage result-oriented recruiting and training programs; and strong negotiation skills.
Objective : Skilled call center manager with 15+ years of extensive experience in high volume inbound and outbound call centers. Proficient at analyzing existing operations and implementing the strategies, processes, and technologies to improve productivity and efficiency. Accomplished at advancing business initiatives, leveraging core strengths, and working diligently to ensure peak operational performance.
Skills : Asset Management, Conflict Resolution, Team Leadership.
Description :
Provided leadership and management of inbound contact center.
Managed the vendor relationship with multiple outsourced call centers and facilitates.
Acted as the liaison between the stakeholder and vendor to determine the optimal approach in validating business requirements.
Monitored vendor performance and deliverables against evaluation criteria defined within contracts and Service Level Agreements.
Coordinated and standardized call center processes among various field offices.
Developed and led the implementation of all vendor management strategic planning.
Assisted executive leadership to define organizational goals and strategic plans.
Experience
2-5 Years
Level
Junior
Education
BA In Organizational Communication
Director of Call Center Operations Resume
Summary : In life and work, disciplined to examine situations to learn what parts function properly and focus on areas in need of improvement. Recognized aptitude for transformational leadership and ability to manage a high level of quality standards.
Skills : Call Center Management, Customer Service, Sales.
Description :
Successfully managed the daily operations of a 75+ person inbound direct to the consumer call center.
Worked with CTO testing and launching new call center IVR's & CRM systems; also writing training collateral.
Managed overall call volumes working with senior marketing analysts to modify IVR's using skill-based routing.
Worked directly with the VP of Finance developing a weekly strategy to secure targeted collection amounts.
Responsible for the WorkForce management strategies within the call center to ensure proper call ratios per rep.
Created and presented reports using Trend Analysis for forecasting call volumes and coverage levels.
Applied "best practices" to daily workflow and customer service protocols aimed at increasing consumer satisfaction.
Developed and lead training seminars for new and existing reps teaching product knowledge and key sales tactics.
Frequently met or exceeded call center metrics reducing abandonments rates while increasing net revenues.
Experience
7-10 Years
Level
Management
Education
BBA
Director of Call Center Operations Resume
Objective : A career and partnership with your organization that can be collaborative, rewarding, and profitable. Able to implement and execute long-range and short-term goals.
Oversaw the job objectives of the call center managers.
Managed the expenses and CM % as a whole for the call center.
Oversaw, understand and support the implementation of new technologies and production efficiencies.
Oversaw the communication between the Regional Managers and Call Center Team.
Experience
2-5 Years
Level
Junior
Education
HS Diploma
Director of Call Center Operations Resume
Summary : Director of Call Center Operations is responsible for all aspects of the call center operation. This includes the scheduling, setting up, and support of all types of customer service calls.
Skills : Microsoft Powerpoint, Managing Skills.
Description :
Oversaw a 540-staff call center providing 11K daily inbound and outbound Sprint customer inquiries per day as one of six nationwide Individual Liable (IL)Directors of Call Center Operations.
Managed annual budgets worth up to $30MM while supervising six operations managers, 35 supervisors, and up to 500 front-line specialists delivering customer service to Sprint's highest-value customers and customers identified as the most likely to switch carriers.
Set new Individual Liable (IL) Vendor/Internal Care locations records in 2015 for performance metrics that included Net Promoter, Transfer Rate, Value Add, and Willingness to Recommend (Net Impact) by designing and implementing performance-based shift bid and performance management processes.
Earned a top 10 performance ranking out of 52 worldwide Sprint/Nextel operations sites.
Designed and implemented a Telesales sales order entry process in 2015 that generated $15MM in revenue in installment billing, lease, subsidized device upgrades, and add line sales, reduced sales breakage 70%, and improved Net Promoter Scores by 9%.
Received recognition from the VP of Contact Center Operations for achieving the fewest customer executive escalations.
Improved Net Promoter score 8% and YoY reduced call regeneration defect costs by $136K.
Delivered lowest attrition rate amongst all 52 IL Vendor/Internal Care locations.
Developed a Quickbase coaching tool that improved negative survey customer follow-up turnaround time by 36 hours, reduced non-compliant rate plan/service attachment spend by $600K, and ensured consistent performance accountability across all organizational levels.
Experience
7-10 Years
Level
Management
Education
BS In Business Management
Director of Call Center Operations Resume
Summary : Looking to change careers into the advertising/creative industry. Have extensive experience in various fields, as noted in my resume, but interested in shifting my career to the focus of the studies.
Focused on the infrastructure and service level management of a nation-wide call center.
Determined call center operational strategies by conducting needs assessments.
Identified and evaluated state-of-the-art technologies.
Defined user requirements; established technical specifications, and production, productivity, quality, and customer-service standards; contributed information and analysis to organizational strategic plans and reviews.
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.
Maintained and improved call center operations by monitoring system performance; identified and resolved problems; prepared and completed action plans; completed system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades.
Accomplished call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
Prepared call center performance reports by collecting, analyzing, and summarizing data and trends.
Experience
7-10 Years
Level
Management
Education
BS In Business Admin And Computer Information Systems
Director of Call Center Operations Resume
Summary : Successful multi-site leadership and management experience in ISO 9001 company. Creates organizational stability and prosperity through creating and communicating clear strategies, analyzing and reporting, monitoring results, identifying and implementing process improvements, staff development, and celebrating success.
Skills : MS Project, Project Management, IVR, ACD, Avaya, HP PPM, Primavera Unifier, MS Office, Six Sigma Green Belt, Risk Management.
Description :
Directed the multi-channel operation to handle customer service inquiries via phone and online.
Reported to VP of Store Operations.
Involved with strategic planning of operations.
Reviewed and analyzed overall center results.
Worked with the management team to improve team member performance.
Created budget and maintained FTE levels without creating additional expense during non-peak periods.
Managed all employee hiring, coaching, and performance activities.
Ensured management team followed all company policies and procedures.
Wrote training curriculum for the team and ensured a successful execution of material learned.
Experience
7-10 Years
Level
Management
Education
BA In Business Management
Director of Call Center Operations Resume
Objective : Accomplished, results-oriented travel industry professional possessing exemplary experience negotiating contracts and revenue improvements for B2B and B2C, through strategic sales, marketing, and product development initiatives. A motivated team leader with proven success at identifying growth opportunities and initiating strong business alliances.
Skills : B2B, B2C, Retail, MS Office.
Description :
Maintained and improves 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.
Responsible for yearly growth in call center profits by 40% totaling $14 million dollars.
Controlled expenses to meet budget guidelines.
Conducted one-on-one review (KPI) with all Inside Sales Reps to build more effective communications, to understand training and development needs, and to provide insight for the improvement of Inside Sales Rep's sales and activity performance.
Actively trained develops and counsels staff in their professional, technical, and personal career development.
Responsible for the performance and development of the Inside Sales Reps.
Met call center financial objectives by estimating requirements; scheduling expenditures; analyzing variances; initiating corrective actions.
Experience
2-5 Years
Level
Junior
Education
Diploma
Director of Call Center Operations Resume
Objective : Director of Call Center Operations is responsible for the success of all inbound, outbound and customer service activities. This includes managing the company’s business strategy and operations, as well as ensuring quality service levels and customer satisfaction.
Responsible for training and motivating call center managers and team leads on a daily basis.
Provided coaching and feedback to ensure daily donation quotas are met.
Provided direction and support, while developing staff to exceed goals and quotas.
Responsible for 10 direct reports and 50 indirect reports.
Obtained the highest sales conversion since the start of the program as a team.
Increased quality scores by 20% with monitoring and coaching.
Managed 24/7 call center and supervisory staff.
Responsible for year-round and seasonal recruitment.
Experience
2-5 Years
Level
Junior
Education
Diploma
Director of Call Center Operations Resume
Objective : Results-driven management executive with expertise in training, sales development, and project management in a fast-paced call center. Skilled in analyzing the existing operation and implementing the strategies and technologies to improve productivity and efficiency. Experienced in facilitating change to the workforce to support organizational objectives.
Skills : Customer Service, Microsoft Word, Leadership.
Description :
Held accountable for demonstrating a high degree of initiative, organization and coordination skills, and leadership abilities to develop and manage all call center operations supporting 120 locations throughout Texas.
Provided direction and guidance in the planning and execution of initiatives and strategies which improve processes and procedures, workflow and scheduling, client satisfaction, service quality, and team performance and productivity.
Collaborated with executive team and staff to develop and implement plans for the operational infrastructure of systems, processes, and personnel designed to accommodate aggressive business goals and objectives.
Recruited, lead, trained, and motivated a team of over 250 customer service specialists and 20 managers, establish performance expectations around business goals, and develop and implement policies for efficient operations.
Maximized customer experience and satisfaction by facilitating a customer-centered culture focused on meeting and exceeding customer service and productivity expectations, metrics-driven solutions, and optimal results.
Developed and deployed performance improvement initiatives along with technology solutions (ACD, PBX, IVR, QA, WFM, and CRM) leading to a decrease in repeat calls by 37% and an annual savings of $127K.
Established and manage a $4.5M budget, initiated workforce management technology, and partner with other leadership teams in operations, sales, and human resources to ensure service and quality goals are obtained.
Improved overall customer satisfaction by 16% within nine months in comparison to 12-month milestones and achieved 99.7% of all goals within six months ensuring expectations and ROI projections were obtained.
Experience
2-5 Years
Level
Junior
Education
MA In Education
Director of Call Center Operations Resume
Objective : A career and partnership with your organization that can be collaborative, rewarding, and profitable. Highly creative, recognized as a results-oriented and solution-focused individual.
Skills : People Oriented,
Leadership, Critical Thinker.
Description :
Accountable 24x365 for Contact Center (customer service and technical support) operations in multiple locations supporting as many as 1000 technicians in the field, 250 vendors, and 900 external customers to meet and exceed contracted service level agreements.
Led effort to reengineer companywide service process.
Collaborated with representatives from all stakeholder groups and automated where possible to eliminate opportunities for delay and error and provided better system support where human intervention added value.
Consolidated five call centers located in four different states into two locations resulting in a reduction of staff by 75% and improved customer service.
Achieved through the elimination of duplication, improved processes and productivity, and automation.
Worked with external customers and IT Department to automate service requests and communication of service resolutions via EDI, eliminating 46% of the volume previously requiring manual intervention.
Designed process flow and developed system requirements improving the efficiency and effectiveness of service call review done for billing purposes.
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