Resumes are written differently for different call center positions. Writing a resume according to the type of job that you are applying to is imperative to its success.
But no matter what type of a resume you write, you have to make it perfect in terms of completeness and accuracy.
Here is a sample resume for you to get ideas from:
Call Center Team Lead Resume Example
Kevin Anderso
5 N Avenue H
Boise, ID 97125
(000) 854-8542
[Email Address]
CALL CENTER TEAM LEAD
“I know the art of call center leadership and management.”
PERFORMANCE SUMMARY
Driven call center professional with strong leadership and organizational skills, aimed at ensuring smooth operations of assigned teams. Highly experienced in training and developing team members to ensure that targets are met according to established protocols.
HIGHLIGHTS
• Ability to oversee call center representatives to ensure the provision of high-quality customer services.
• Monitors the quality of work to ensure delivery of exceptional services to customers over the telephone.
• Actively provides an evaluation of processes and procedures and suggests to improve operational areas.
• Responds to escalated calls to ensure that they are resolved in an expedited manner.
CORE SKILLS & COMPETENCIES
✓ Staff Training ✓ Issues Handling
✓ Staff Oversight ✓ Needs Assessment
✓ Peer Reviews ✓ Activities Monitoring
✓ Calls Handling ✓ Sales Maximization
✓ Customer Retention ✓ Team Managemen
PERFORMANCE HIGHLIGHTS & ACHIEVEMENTS
• Met all assigned sales targets for the team, between the years 2020 and 2022.
• Retained a particularly irate corporate customer, by providing him with the best services that the organization could offer.
• Implemented a new training and development program for team members, which concentrated on their ongoing training needs.
• Successfully handled over 1000 calls in one day, in the absence of 3 call center representatives.
PROFESSIONAL EXPERIENCE
Call Center Team Lead
AHI Supply, Boise, ID
11/2013 – Present
• Create schedules for all team members according to their specific talents and training.
• Provide continuous direction and communication to team members to ensure appropriate handling of customer service calls.
• Evaluate processes and procedures and provide suggestions to improve operational efficiency.
• Provide teams members with training to ensure that they remain on par with the demands of customer service work.
• Created tickets for issues that could not be resolved in real time, and provided that they were timely followed up on.
Call Center Team Lead
ABC Company, Boise, ID
6/2010 – 11/2013
• Handled escalated issues, aiming to resolve them immediately and ensure customer satisfaction.
• Wrote performance reviews to assist with skills improvement initiatives.
• Ensured that team members were provided with high-quality work environments, to enable them to work productively.
• Assisted the call center manager with daily operations such as development, analysis, and implementation of staffing, training, and scheduling.
Call Center Representative
Beacon Group, Boise, ID
2/2007 – 5/2010
• Responded to incoming calls for information by following a set script.
• Made outbound calls to existing customers to make them aware of new products or changes in their current accounts.
• Handled complaints and suggestions from customers in a manner consistent with the company’s policies.
EDUCATION
High School Diploma
Boise High School, Boise, ID – 2006