Call Center Manager Resume Samples

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Call Center Managers are responsible for the everyday operations of a center and for managing resources efficiently. Typical Call Center Manager resume examples list duties such as recruiting and training staff, implementing office procedures, ensuring high customer service standards, evaluating call center performance and handling the most complex customer inquiries. Based on our resume samples, the ideal candidate should demonstrate leadership, very good communication and interpersonal skills, teamwork, customer service orientation and computer competencies. Formal education is not mandatory for this job, although many candidates hold a degree in a relevant field.

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1

Call Center Manager

Responsible for the day-to-day operations, coaching and development of a cross site team of representatives whose primary function is to provide high quality customer service by responding to both telephone and email inquiries, investigating requests and resolving problems.

  • Expanded hours of service by three hours M-F, two hours on Saturdays and now open on Sundays
  • Developed a caller authentication procedure to ensure customer confidentiality
  • During first eight months improved percent of calls answered within 20 seconds by 18.46%
  • During first eight months decreased the number of abandoned calls 5.8%
  • Was part a bank acquisition with a 94% account retention rate during the first 90 days
Candidate Info
14
years in
workforce
1
year
at this job
AA
Associate of Arts
BS
Physical Education
2

Call Center Manager

Created and managed a centralized call-center to support a state-wide need for quick and positive referrals and resolutions to over 10,000 annual calls and concerns.

  • Charged with designing, implementing and managing a successful call center with an annual operating budget of $650,000.
  • Directly managed, developed, motivated and trained a staff of 30 call center reps.
  • Led a process improvement analysis and implementation that reduced caller wait times from within 24 hours to minutes.
  • Generated weekly reports to monitor department and improve customer service.
Candidate Info
16
years in
workforce
11
years
at this job
3

Call Center Manager

Managed a staff of 80 employees; handling all calls domestic and international; scheduled dispatching plans to ensure timely arrival of merchandise.

  • Designed training programs to better provide exceptional customer care, monthly reports, and quarterly meetings as well as employee evaluations.
  • "Is Management For Me" Training
  • Established QA department.
  • Initiated a detailed documentation program for creating a consistent corrective counseling program for employees.
  • Maintained and promoted an effective open-door policy by developing excellent working relationships with employees, coworkers, and senior management.
  • Effectively handled the recruiting, interviewing, hiring, and termination decisions within the department.
Candidate Info
4
years in
workforce
2
years
at this job
AS
Business Management
BS
Cyber Security
Environmental Science
4

Office and Call Center Manager

Reduced operational costs of company by over $100K including repair work, service provider charges, insurance and office management

  • Hired, trained and managed team of four agents to collect over $1 million in revenue from overpayment of insurance claims
  • Leveraged data analytics to implement process improvements optimizing collection results
  • Delivered regular quality reports to executives on call center metrics
  • Managed end to end human resources process, including recruiting, hiring, on-boarding and termination
  • Office management work included: procurement, vendor management, facilities management, and employee time and benefit management
  • Coordinated logistics for office-wide events for 25 people
Candidate Info
33
years in
workforce
8
years
at this job
5

Call Center Manager

Managed the activities of 3 separate department functions for home warranty company (AHS) to include general Customer Service, Billing Services and Authorizations.

  • Led and developed a team of 8 supervisors and 130 associates to maintain and build customer base through excellent service delivery in all area functions.
  • Partnered with mortgage lenders to market warranty to customers and ensure a high level of customer satisfaction and retention.
  • Collaborated with Quality Assurance and Training Departments to develop monitoring and testing methods.
  • Managed projects and initiatives that created value for constituents and associates.
  • Analyzed and controlled costs associated with vendors, concessions to operate business, and staffing.
  • Performed regular audits and trend analysis that ensured alignment with budget, productivity and quality goals.
Candidate Info
15
years in
workforce
2
years
at this job
Psychology
Business Administration
6

Call Center Manager

Responsible for day-to-day operation of one hundred supervisors and sales representatives

  • Managed multiple concurrent campaigns and allocated marketer resources to meet client goals and projections
  • Recruited, trained and developed supervisors and sales representatives to exceed office and employee sales goals
  • Operated numerous call center dialing systems to maximize contact ratios and sales
  • Monitored software and back-end sales trackers, nuisance reports, performance reports and payroll
  • Interfaced with general manager and vice president for performance, goals and budgets
Candidate Info
28
years in
workforce
15
years
at this job
AS
Business Administration

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