Call Center Team Lead Resume Samples

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Call Center Team Leads oversee daily operations in a call center and coordinate call center staff. A well-written resume sample for this job mentions duties such as planning resources, implementing strategies, monitoring staff performance, setting targets, recruiting and training employees, listening to random calls, handling complex customer requests, and recording statistics. The ideal candidate should showcase in his or her resume leadership, customer focus, strong communication and interpersonal skills, teamwork, business acumen, and problem-solving orientation. Most Call Center Team Leads hold a Bachelor’s Degree and are trained in business, finance, accounting, computers, and engineering.

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1

Call Center Team Lead

  • Escalated team of 20-30 agents to be top ranked team in call center.
  • Recognized for increasing Call Center Sales Growth by 15%
  • Consistently exceeded departmental objectives, including conversion targets, and lead generation.
  • Increased goal conversion by 20% by developing coaching sessions to help sales team meet their metrics.
  • Quickly promoted from full-time to senior position of increased responsibility within a few months of hire
Candidate Info
18
years in
workforce
3
years
at this job
HS
High School Diploma
Ecpi
Business Management
2

Call Center Team Lead

Supervised 16 direct reports in a Call Center environment.

  • Defined Call Center strategy, provided leadership, and delivered strong business results.
  • Recognized for developing the strongest team morale which directly improved customer satisfaction.
  • Increased Service Level to 88%; the highest level in 12 months.
  • Coached direct reports to ensure that service level agreements were met. Identified areas of improvement and implemented key initiatives.
  • Led the Mission Statement initiative. Facilitated two national teams to create a mission statement that engaged employees and provided clarity to the strategy.
  • Modified key work policies which reduced attrition from 6% monthly, to 0%.
Candidate Info
15
years in
workforce
3
years
at this job
BS
Marketing
3

Call Center Team Lead

Team Leader whose duties include maintaining metrics over a team of 20 Technical Care reps. Manage front-end operations to ensure friendly and efficient interactions with every customer. Highest tier of Technical support for [company name]. Serve as the third level of escalation in the Technical Support Progression. Assisted the Supervisor in daily work allocation and acted as a resource for team members including handling escalated calls. Was interim Supervisor when Supervisor was out on leave or on vacation. Earned reward and recognition for being Top 1% in the nation for [company name] Technical Support

  • Created an environment in which customers enjoy high levels of service and employees are motivated to deliver top performance
  • Highest performing Specialized Technical Care team in the Frisco Center for over 8 months
  • Participated in frequent rollouts of products, tools and processes in ever changing business
Candidate Info
11
years in
workforce
6
years
at this job
BA
Sociology And Criminal Justice
4

Call Center Team Lead

Managed a department of 12 associates to execute the programs of the service and delivery department to improve the quality of the service provided by 20%

  • Resolved problems involving service and delivery issues to retain loyal
  • Analyzed situations involving customers being escalated from mistreatment during service to evaluate how to retain and resolve the problem at hand
  • Trained six new employees in the last six months which improved productivity and time customers were answered by 10%
Candidate Info
5
years in
workforce
2
years
at this job
BA
Marketing Management
5

Call Center Team Lead

Managed call center specializing in internet and networking troubleshooting. Focus on quality and time management metrics for consumers as well as business clients. Employees were evaluated to ensure that metrics were being met with a consistent standard across all shifts.

  • Supervised 15 to 30 level 1 & 2 technicians per shift using Cisco call center software.
  • Developed training materials for new employees.
  • Trained new and existing employees on new technology.
  • Evaluated employees on an annual basis and set new goals for their growth.
Candidate Info
2
years in
workforce
2
years
at this job
BS
Computer Science
6

Call Center Team Lead

Earned leadership status by setting inspirational goals and examples by exercising superb organizational, motivational, and time management skills

  • Queried and analyzed various database, spreadsheets, and other software systems to complete assignments and produce reports
  • Set and executed strategy, and ensured the department's objectives were successfully met
  • Performed personnel related activities such as hiring, scheduling, and performance appraisals
  • Managing a large team of staff from diverse backgrounds
  • Monitored the performance of the call center network, including usage, load patterns, and response times.
Candidate Info
Chemical Engineering
Information Technology
7

Call Center Team Lead

Surpassed center goals consistently achieving 100% or higher each month

  • Trained sales specialist on policies, procedures and practices
  • Assessed and developed sales representatives strengths and weaknesses in order to develop strategic plans that assisted them in reaching their maximal effectiveness
  • Organized, analyzed and utilized quantitative data in order to develop creative solutions to identifiable problems
  • Collaborated with executive management on the development of new products
Candidate Info
8
years in
workforce
1
year
at this job
BA
History
8

Call Center Team Lead

  • Ranked in the top three of 14 Team Leads, including Top Team Lead for June and July 2005.
  • Supervised team of 10 call center representatives, providing individual assistance, growth and development of team members.
  • Identified training and development needs through observation, silent monitoring, quality and control reviews and performance metrics; assist call center representatives in resolution of escalated customer issues.
  • Conducted interviews of potential employees, identifying strong performers, and collaborating with management to choose candidates.
  • Collaborated with senior team members in determining customer eligibility for participation in informal repayment plans to help mediate losses within company.
Candidate Info
2
years in
workforce
1
year
at this job
Marketing
9

Customer Service Call Center Team Lead

Scheduled appraisal appointments for customers

  • Answered inbound calls from appraisers, customers, and or clients regarding their accounts.
  • Assisted with escalated calls from vendors or clients whose deadline was approaching
  • Contributed to the increase of regional profit from $1 million to $1.5 million.
  • Created weekly and monthly activities to increase profit
Candidate Info
2
years in
workforce
1
year
at this job
Accounting
10

Consumer Call Center Team Lead

Provided support to customers of the Wal-Mart Canada, PhotoLab Canada and Costco USA, Costco Canada and Costco Australia photo websites.

  • Communicated website information to customers with varying levels of computer and digital photo knowledge.
  • Responded to customer inquiries regarding shipping, product quality, billing and returns.
  • Supervised and trained call center agents, conducted quality assurance checks and performance reviews.
  • Served as a point of contact between production vendors, website developers and customers.
  • Prepared weekly reports, processed refund requests and reviewed agents' support emails to customers.
  • Demonstrated effective management skills and ability to multi-task in a high-paced environment.
Candidate Info
14
years in
workforce
2
years
at this job
BA
Political Science

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