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Call Centre Manager Resume Samples
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Candidate Info
29
years in workforce
2
years at this job
Call Centre Manager
Management of inbound telephony debt call centre (120 fte)
- Increased cash collection by 40%
- Significant improvement in Employee Engagement
- Designed and implemented new staff incentive scheme
- Introduced NPS (Net Promoter Score) within inbound telephony team to assess customer satisfaction - first person from debt to do this
Candidate Info
8
years in workforce
8
years at this job
BA
Sales & Marketing
Call Centre Manager
Trained, directed and led a team of 25 managers and 30 support staff.
- Managed and directed all aspects of incoming call center operations.
- Developed new procedures and inducements to address individual attendance.
- Built rapport and trust quickly with clients and colleagues.
- Ensured that the call center is achieving maximum profitability and effectiveness.
- Performed other duties as assigned.
Candidate Info
7
years in workforce
2
years at this job
AS
Business & Management
Office & Call Centre Manager
Filled company director position in his absence making executive-level decisions while gaining crucial risk management skills.
- Coordinated staff recruitments, including writing vacancy advertisements and liaising with Director
- Implemented target goals by setting and enforcing standards for speed, efficiency, sales and quality
- Supervised the daily operations of the call center and directly responsible for the morale, welfare of 15 members of staff
- Office Subject matter expert sustaining up-to-date knowledge of the motor trade in all networks
- Administered quality of work checks by monitoring calls to ensure integrity, minimize errors and track operative performance
- Monitored the performance of personnel, identified training needs and revamped working aids related to everyday duties.
- Recorded statistics, user rates and the performance levels of the center by preparing reports
- Ensured highest readiness maintaining staffing requirements, duties included shift patterns and number of staff needed to meet demand
Candidate Info
11
years in workforce
2
years at this job
Marketing Modules
Design & Implementation
Call Centre Manager
Managed inbound/outbound sales centre servicing business customers;
- Ensuring resource schedules were managed and call response times acceptable;
- Liased with senior management to develop the channel's strategic plans to ensure market and revenue growth;
- Monitored competitor activity ensuring we remained competitive;
- Developed sales agents and team leaders through coaching and training to achieve targets and excellent levels of customer service;
- Developed, implemented and monitored incentive schemes and subsequent bonus payments. Resulting in outbound Base Coverage Teams producing highest sales achievement across the UK;
- Responsible for recruitment and selection and in the first instance any HR issues on site;
- Compiled monthly reports to senior management and presented plans to ensure annual targets were achieved.
Candidate Info
18
years in workforce
1
year at this job
Art Of Negotiation
Call Centre Manager
- Supervised 6 supervisors and 70 sales representatives
- Consistently surpassed sales objective by > 15%
- Exceeded call quality expectations by consistently averaging > 95%
- Conducted regular telephone audits to insure compliance with financial institutions
- Opened and closed a call center for purposes of restructuring
- Conducted interviews for supervisory roles and potential new hires
- Responsible for disciplinary action up to and including termination
Candidate Info
9
years in workforce
1
year at this job
Marketing Call Centre Manager
Managed multiple employees in a fast paced marketing and advertising call centre
- Answered multiple phone lines for multiple clients dealing with reservations, complaints, and company trouble shooting
- Held weekly employee meetings to improve customer service
- Handled top priority accounts and clients with efficiency
- Compiled schedules, client documents, invoices, marketing materials, client feedback data, website information, minutes and agendas for Moment Marketing staff meetings, scheduled client meetings, handled client relations for Momentum Marketing clients and owners of Momentum Marketing
- Heavy data entry input and database upkeep
- Technical trouble shooting for phone and computer systems
- Record and information management
Candidate Info
8
years in workforce
6
months at this job
C
Certificate
C
Certificate
Call Centre Manager
My duties included the following: Ensured that the daily sales of the previous day was captured to keep record
- Typing attendance sheets, sales sheets and application forms
- Prepared the sales sheets, daily progression reports, do the scaling of agents and implementing the office system
- Filing of the sales sheets, reports and application forms
- Did the interviews and training new staff
- Working close with management and implementing new ideas
Candidate Info
5
years in workforce
5
months at this job
Call Centre Manager
Manage day-to-day operations ensuring weekly sales and client service
objectives are met.
- Ensure workload and workforce management objectives are met to meet the demands of the aggressive marketing campaigns.
- Provide professional and organizational development direction to Service
- Implemented processes to improve quality of service.
- Participated in improving on boarding process and actively participated in the recruiting, selecting and interviewing of front line employees as well as
- Implemented processes to improve coaching techniques and coaching varieties.
- Implemented training and measuring process for leadership skills.
- Developed and implemented new sales training and customer service training
- Implemented internal call center Help Desk for newer agents.
- Implemented new coaching techniques for assistant team leaders and
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