Call Center Team Leader Resume Samples

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Call Center Team Leaders recruit, train and motivate Call Center Representatives. They are also responsible for task assignment, performance evaluation, quality assurance and equipment maintenance. The most successful resume samples highlight leadership, excellent interpersonal and communication abilities and problem solving skills. Those looking to fill a Call Center Team Leader position need to showcase in their resumes, besides call center experience, at least a high school diploma and specific training if not a college degree.

For more information on what it takes to be a Call Center Team Leader, check out our complete Call Center Team Leader Job Description.

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1

Call Center Team Leader

Led a 48-person international call center in support of a $4B Employee Stock Purchase Plan administrator and provided first-level support for a global client base throughout the U.S. and overseas.

  • Supported Expense Processing, budgets and employee appraisals while assisting with Inter-voice transactions via voice mail, telephone, and PBX systems.
  • Maintained QA standards for staff, ensured calls were compliant with firm standards, escalated issues as needed, and maintained communication with customers and management teams.
  • Trained staff and monitored progress for the extent of their probationary period while achieving high levels of productivity, handling 700+ calls weekly during off-season, and averaging 100+ calls daily in peak season.
  • Promoted to handle additional responsibilities as Special Projects Coordinator, for new Proxy Voting product, providing expert guidance to Mutual Insurance Company's customers.
  • Maintained a 98% success rate, Group 5 scores, and exemplary feedback from the client base.
Candidate Info
48
years in
workforce
2
years
at this job
2

Call Center Team Leader

Designed and implemented a national Call Center department to support the company's sales force.

  • Reduced DSO by identifying and resolving invoice and shipment errors.
  • Trained and supervised associates.
  • Collected $8.5 to 9 million a month in accounts receivable within net 30 day terms.
  • Applied customer payments to invoices.
Candidate Info
13
years in
workforce
13
years
at this job
AAS
Business Administration
3

Call Center Team Leader

Lead a team of 25 to 30 technicians that supported the users of the United Parcel Service's online software in a call center environment.

  • Created a guideline for mentors, who aided individuals in making the transition from the classroom to the phones.
  • Performed daily floor management of the call center which consisted of a total of 150 employees.
  • Conducted monitors to evaluate technicians' performance.
Candidate Info
5
years in
workforce
2
years
at this job
BS
Mathematics
4

Call Center Team Leader

Directed team of 20 Web Sales representatives to exceed performance expectations.

  • Analyzed team and individual statistics; prepared reports; devised and implemented incentive programs to improve metrics while maintaining Quality.
  • Performed call monitoring and provided trending data to the site management team on a Day- to -Day bases.
  • Provided performance coaching and implemented strategies for career development.
  • Used quality monitoring data management system for compiling and tracking performances at team and individual levels (Call-Miner)
  • Ensure that client and provider issues are dealt with in a timely manner.
Candidate Info
5
years in
workforce
5
years
at this job
HS
High School Diploma
BS
Bachelor of Science
5

Customer Service Representative/ Call Center Team Leader

Educated both business and mass market customers on bank policies and procedures

  • Oversaw 12-15 service representatives
  • Performed in the top 5% of the staff by handling 150-200 calls daily
  • Consistently achieved and exceeded department crossing-selling goals
  • Researched third party inquiries to determine customer eligibility for credit
Candidate Info
7
years in
workforce
7
years
at this job
BA
Business Management
6

Call Center Team Leader

Guidance and supervision of 12-17 call center employees in a blended environment. Coached, motivated, trained, developed and guided employee performance through a variety of mechanisms such as observations, metrics analysis and feedback devices. Utilized strong knowledge of customer systems, and leadership skills to oversee and guide employees to meet performance and customer service objectives.

  • Administered performance management by diagnosing improvement opportunities, provided effective feedback, trained and utilized corrective action plans to meet operational objectives.
  • Determined problem areas to recommend revised policies and procedure for the Call Center and monitor calls to determine customer service needs.
  • Handled complex calls, conduct special research and complete impromptu assignments to respond to interagency and day to day operational issues.
  • Conducted team meetings on policy and procedure and training staff on legacy applications.
Candidate Info
9
years in
workforce
2
years
at this job
BA
Business Information Systems
MA
Public Administration - Urban Government Management
7

Call Center Team Leader/ Supervisor

Provided leadership and workforce development to a center with 25+ employees

  • Identified development opportunities using quality assurance (call monitoring) and provided ongoing training, coaching, and mentoring on an as needed basis
  • Streamlined departmental operations and training processes, increasing efficiency and harmony
  • Identified operational risks and made documented changes to departmental policy and procedure
  • Provided performance reviews and developmental feedback on a monthly/quarterly/annual basis
  • Analyzed data to identify trends and behaviors from a performance standpoint and made recommendations for improvement.
Candidate Info
4
years in
workforce
3
years
at this job
8

Call Center Team Leader/show Host/auctioneer

Diversified and broad-based business and media production responsibilities

  • Exceeded all projected sales goals and objectives, contributing to company's $44M annual sales
  • Spearheaded initiatives geared to meeting $4,000/hour sales production
  • Entrusted with control of huge inventory; ordering, storage, cataloguing
  • Led staff in planning and implementing four-hour blocks of live TV
  • Recognized for generating $65,000 in one hour, superseding previous company sales record
Candidate Info
24
years in
workforce
2
years
at this job
9

Call Center Team Leader

Coached and developed a team of 15 - 20 Customer Sales & Service Representatives to help them achieve significant improvements in sales and productivity

  • Provided each team member with constructive feedback to ensure they would exceed monthly goals
  • Wrote individual developmental plans for my team, as well as, mid-year and year-end appraisals
  • Assisted my team with complex service orders and recommended corrective action to address customer issues
  • As a member of the CCI (Customer Care Index) was instrumental in changing the customer's perception and opinion of [company name] regarding inquiry and provisioning from Satisfactory to Outstanding. The team created action plans to increase CCI awareness among the representatives, and developed strategies for the Team Leaders to follow so our Call Center would continue to exceed customer's expectations
  • Monitored calls to observe employee's demeanor, technical accuracy and conformity to company policies
  • Solicited recommendations from subordinates on ways to improve efficiency
  • Successfully created and implemented weekly sales contests for Call Center of approximately 200 representatives, as incentive to upgrade customers' accounts and grow revenue for [company name]
  • Recognized by New York Central Director for increasing my teams sales & productivity results by 25% and was awarded a trip to Orlando, Florida as a Diamond Club Member
  • Won various Call Center contests for exceeding set sales goals
  • Volunteered to help spearhead a new department within Call Center, which focused on providing [company name] Customers with Elite Service. This assignment required merging representatives from various offices and extensive training.
Candidate Info
10
years in
workforce
9
years
at this job
BBA
Sales & Marketing
Real Estate Sales
10

Call Center Team Leader

Agent performance monitoring; Credit card activation; Team quality assurance monitoring; Handled customer relations and problem resolution; Promotion of suggestive selling to advance team sales.

  • Increased team sales during time at company
  • Team maintained the best attendance and performance of evening shift
  • Resolved 90% of customer issues threatening to cancel their service
Candidate Info
2
years in
workforce
7
months
at this job
BS
Criminal Justice

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