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Call Center Operations Manager Resume Samples
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0-5 years of experience
Responsible for the work-force management, strategic planning, workflow, continuous improvement, productivity, service levels, Quality Assurance, cost control, customer and employee retention programs and the training, mentoring and coaching of 9 exempt level staff in a 400 seat call center.
- Co-led a cross-functional team in the design, development and implementation of this call center
- Developed from ground floor to startup, the Operations Desk for the purpose of workforce management, forecasting and reporting functions
- Successfully managed the Kemper Insurance and Blue-Cross Blue-Shield of California accounts by achieving service level and quality goals 100% of every contracted quarter
- Received written, personal recognition from Kemper Insurance, KPPN Sr. V.P. for the quality service his employees experienced with [company name]
- Successfully achieved service level guarantees (subject to strict fines for [company name]) 100% of the time. Consistently led the center in service level achievement and activities-per-hour
0-5 years of experience
Managed automotive inventory inspection process for the South Central Region with responsibility for $3.5 billion. in inventory control. Led and developed six direct reports and fifty five indirect reports. Managed billion dollar loan insurance follow-up for automotive dealership operations.
- Collected on average a half million dollars in inventory payoffs with each vehicle inspection.
- Conducted the inventory inspection process of 450 dealers resulting in a .7% monthly wholesale default rate.
- Ensured procedural and Sarbanes-Oxley (SOX) compliance by utilizing a continual review of processes within auditing control group.
- Successfully implemented two Six Sigma Black Belt projects, which yielded savings of $2.4M during year 1.
0-5 years of experience
Oversaw management of Finali's largest internet client. Grew from 0-130 employees, handling 30,000 emails and 15,000 phone calls per month within two years.
- Met or exceeded established service levels every month earning a monthly 2% bonus for the company.
- Developed and implemented a consultative sales training program. Increased average per sale by 39% the first year and routinely surpassed monthly sales objectives.
- Instituted a career development campaign that promoted deserving employees during a time of rapid growth.
- Conceived and implemented series of activities cross-departmentally. Increased colleagueship, strengthened culture, and brought 'fun and challenge' into the work place.
0-5 years of experience
Managed the Empire Blue Cross/Blue Shield of New York Individual and Group member contact center, with three distinct Line-Of-Business (LOB's) with a total of 115 Customer Service Representatives (CSRs) and seven Team Leads (TLs) expanding by up to 37% as call volumes warranted. Updated and analyzed quality metrics to ensure quality call management.
- Exceeded KPI contractual requirements within two months of hire saving the organization over $300K annually.
- Expanded department from 80 CSR's to over 110 in five months to match call volume demand and improve service levels.
- Developed Management By Walking Around concept and increased professional creditability by taking calls including (irate clients, coverage issues, and quality issues.
- Turned around 5 Team Leads who were expected to terminate because of performance issues to highly professional leaders.
- Contributed in Daily Senior Leadership Team Meeting to review prior day metric results and determine strategies to address any gaps in performance.
0-5 years of experience
Successfully lead Trade Customer Support functions for the National Accounts organization resulting in YOY growth in business.
- Managed staff based on organizational headcount of 20 - 50 employees.
- Hired, trained, developed, and evaluated staff performance.
- Executed new departmental policies, procedures, operating structure and information flow with keen attention to detail.
- Efficiently revised and implemented several operational processes to create a robust customer service experience.
- Grew National Account business year over year (2010 vs. 2011) with a sales increase of $20,199,673 (up 28.30%) and unit volume increase of 41,352 (up 22.6%).
0-5 years of experience
Established Call Center operations strategies for over ten marquee accounts across multiple centers.
- Maintained and improved Call Center operations and consistently exceed client objectives.
- Met Call Center financial objectives of 30% gross contribution and managed monthly budgets/billings of $500K.
- Responsible for the Quality Assurance Department and maintained both internal and client objectives of 90%.
- Oversaw the Verification Department and reduced cancellation of sales by 25% since inception of project.
0-5 years of experience
Responsible for organizational planning, staffing, training and directing and managing operations to meet business objectives.
- Analyze call center metrics, service levels and other performance indicators and recommend initiatives to improve service levels, the work environment and to reduce expenses. Significantly reduced data errors and bolstered call intake and productivity by 60%.
- Applied considerable management talents toward conducting benchmarking studies, enforcing call center quality assurance, and defining best practices for operations and account management.
- Extensively contributed to several operations review boards tasked with optimizing performance management and QA company-wide.
- Solicited, managed and prepared RFP responses/proposals.
- Responsible for brand roll-outs within the agreed upon time frames.
6-10 years of experience
Promoted to position, controlled all operational aspects of a large call center combining world-class customer service with exceptional quality control to resolve delinquent and deficient tax debt for the State of NJ. The ability to accomplish multiple objectives was essential as a variety of call center services were performed simultaneously.
- Lead (12) supervisors and (130) employees to achieve significant performance increases during tenure.
- Achieved P&L and EBITDA goals for 39 consecutive months, managing an annual budget of $7.3 million.
- Overcame increasingly difficult service level requirements combined with an annually decreasing budget by reducing turnover by 18% per year, increasing employee production by 21% and reducing call lengths by 28%.
- Created call center performance metrics which established consistent, data-based performance tracking tools.
- Prepared and conducted all corrective actions, terminations and dispute resolution/mediation sessions.
- Marketing consultant, providing operational responses to RFP's and conducting client presentations.
0-5 years of experience
Responsible for day-to-day operations of call center receiving 22,000 inbound calls per month and placing outbound calls to members and potential members to assist with their questions, billing issues and/or technical issues.
- Conducted employee training for new hires, led leadership trainings for supervisors and policy and procedure training on an on-going basis to ensure proficiency and consistency within the organization.
- Established monitoring metrics for call center to provide superior customer service on all calls. Conducted calibration meetings for consistency and quality control.
- Managed schedule to ensure appropriate staffing coverage during operation hours of 8am - 8pm.
- Assisted with implementing new billing system by testing system changes, conducting training sessions and working with other departments to ensure consistency throughout organization.
- Provided coaching and training for supervisors on handling escalated member calls to maintain a positive and professional experience in all situations.
- Managed Call Center Supervisors and team of 35+ Member Service Representatives.
0-5 years of experience
Provided High Volume recruiting, training and team supervision 45 representatives.
- Implemented Process improvement initatives within Customer Support and Training.
- Lead Top performing customer service team within the Customer Service Department.
- Ensured continuous training and feedback for designated teams for the client by maintaining profitability and productivity increasing sales.
- Maintained team Quality Assurance scores of 98% monthly and utilized Witness software.
- Provided direct call monitoring and quality coaching feedback to representatives to maintain stellar team quality scores.
- CRM software applied to Net Promoter Score for marketing and customer engagement/marketing launches.
- Utilized, created and delivered trending reports to identify and resolve areas of opportunity to ensure the success of the call center was reached and exceeded.
0-5 years of experience
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
10+ years of experience
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.
0-5 years of experience
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
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