Call Center Team Manager Resume Sample

Updated March 2, 2017

 

Technology does not always help us write the perfect resume for call center team manager job.

While it does help immensely, adding a human touch to your resume is important.

After all, you have to depict that a human will eventually work for the company.

Leave all that you know about digital resume writing and refer to the call center manager resume sample below for reference:

 

 

Call Center Team Manager Resume Example

 

 

Clarke Ponter

1288 Eastwoodbury Lane | Martinez, CA 11212 | (000) 588-5421 | clarpon @ email . com


CALL CENTER TEAM MANAGER

Reflective, dependable and optimistic.

PERFORMANCE SUMMARY
10 years’ wide-ranging experience in call center setting with 6+ years specifically in coaching and mentoring team members in a bid to develop their skills to meet the specific goals of the company. Highly skilled in managing multiple prospecting territories, along with ensuring that inbound calls are serviced properly.

• Demonstrated ability to ensure the quality of call center customer service by monitoring, coaching and providing feedback to team members
• Hands-on experience in establishing performance criteria for developing associates, to meet or exceed business and individual goals
• Effectively monitor team members’ activities including attendance, paid time off and training sessions
• Articulate in making employment decisions and conducting performance appraisals

PROFESSIONAL SKILLS

• Coaching/Mentoring • Activities Oversight • Inbound/Outbound Calling
• Staffing Needs Assessment • Disciplinary Actions • Performance Appraisals
• Goal Setting • Productivity Maintenance • Opportunities Identification
• Call Resolution • Ticket Creation • Assertive Call Handling

 

KEY ACHIEVEMENTS
• Met sales goals by a 100% for 3 consecutive years, by ensuring proper training and oversight to call center team members.
• Introduced a staff evaluation system, which proved to be 65% more efficient than the one already in place.
• Successfully obtained a DND list of over 95000 records, making sales calls more focused.
• Introduced the concept of ticket creation, making resolutions to intense problems easier to manage.

PROFESSIONAL EXPERIENCE

Call Center Team Manager
Bridges, Martinez, CA | 6/2010 – Present

• Create schedules for each team member, and ensure that they carry out their duties accordingly
• Manage the day to day running of the call center by ensuring that all equipment is properly sourced
• Implement call center strategies and operations to ensure that the center runs appropriately
• Indulge in carrying out needs assessments and performance reviews to ensure smooth operations of the call center
• Oversee team members to ensure that that both inbound and outbound calls are being handled properly
• Ascertain that team members meet sales goals given to them and those assigned to the team in general
• Handle ticket generation and oversight duties, placing special focus on early resolution of clients’ problems
• Ascertain that all communications, records and data are timely updated and held in strict confidence

Call Center Agent
Sysnet Global Systems, Martinez, CA | 2/2007 – 5/2010

• Answered inbound calls from clients and provided them with required information
• Made outbound calls to provide prospective and existing clients about new products and services
• Resolved clients’ issues, placing special focus on operating within the limitations of standard protocol
• Created tickets and performed research work to ensure that they were timely closed
• Ascertained that all clients’ records were properly updated and maintained in a confidential manner

EDUCATION
Call Center Management Coursework
Community College, Martinez, CA | 2004

High School Diploma
Martinez High School, Martinez, CA | 2003

AFFILIATION
Member: National Society of Call Center Professionals