Call Center Operations Manager Resume Samples - Page 2

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Call Center Operations Managers coordinate employees working in a call center and make sure high standards of service are delivered to customers. Typical activities listed on a Call Center Operations Manager resume sample are answering to customer inquiries, selling products and services, making sure sales targets are attained and training call center agents so they have the knowledge to solve customer issues. The ideal candidate should highlight in his resume telephone etiquette, customer service orientation, communication and interpersonal skills, attention to details, problem-solving, and training abilities. Call Center Operations Managers are trained in customer service, computers, and human resources.

11

Call Center Operations Manager

Developed, recommended and implemented solutions for process and workflow improvements in operations of a $3.7 billion dollar Call Center

  • Analyzed monthly team results, provided feedback, and developed strategies to improve performance
  • Developed and analyzed core competency objectives and benchmarks to ensure compliance in internal audits, quality control, and efficiency standards were met
  • Monitored collection rates to gain critical understanding of ways to increase profitability and prevent losses
  • Achieved above standard results through report analysis, identifying trends, defining the problems and developed appropriate solutions, as well implemented new processes for team to become more efficient.
  • Conducted monthly coaching and development sessions with team managers, and associates when necessary, completed delinquency forecasting, strategic planning, and account auditing
Candidate Info
15
years in
workforce
3
years
at this job
12

Call Center Operations Manager

Developed, trained and coached staff on key skill sets to ensure high quality standards.

  • Built and monitored agents' scorecards for daily performance evaluations.
  • Analyzed reports for multiple call centers to define trends, volumes, shrinkage, attrition rates, and resource allocation.
  • Identified performance issues, developed resolutions, and handled communication to center employees.
  • Coached team members to enhance product sales and service.
  • Aided in transition of three corporate mergers through customer support and personnel allocation.
  • Earned several managerial awards locally and nationally for highest sales, coaching, and employee retention.
Candidate Info
16
years in
workforce
12
years
at this job
Business Management
13

Call Center Operations Manager

Effectively managed 10 customer service representatives in an office environment

  • Coordinated trade show events in New York City and Las Vegas
  • Versatile and skilled with outstanding interpersonal communications
  • Actively interviewed, hired and trained new employees
  • Developed new customer service procedures
  • Resolved all customer service issues and provided support on services
Candidate Info
9
years in
workforce
3
years
at this job
BS
Liberal Arts

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