call center operations manager resume

Hired, trained, developed, and evaluated staff performance. Grew from 0-130 employees, handling 30,000 emails and 15,000 phone calls per month within two years. Each of these teams has a team leader who looks after the team's work and reports to the operations manager of each distinct operation. Exceeded KPI contractual requirements within two months of hire saving the organization over $300K annually. 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. Not only will hiring … Merchandising Resume Sample Resume Sample For Merchandiser Director. Typical activities listed on a Call Center Operations Manager resume sample are answering to customer inquiries, selling products and services, making sure sales targets are attained and training call center agents so they have the knowledge to solve customer issues. 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%. Call Center Operations Manager Resume Sample Cheryl Nadler 1758 Beechwood Avenue Newark, NJ 7102 (333)-842-9624 [email] Job Purpose Experienced Contact Middle Functions … Apply to Call Center Representative, Call Center Manager, Vice President of Operations and more! Effectively managed 10 customer service representatives in an office environment. Turned around 5 Team Leads who were expected to terminate because of performance issues to highly professional leaders. Applied considerable management talents toward conducting benchmarking studies, enforcing call center quality assurance, and defining best practices for operations and account management. Alaska’s largest financial institution with 16 branches in the state of Washington. Newark, NJ 7102 (555)-555-5555 [email] Job Objective Experienced Call Center Operations Manager … in inventory control. is an ideal candidate for the job of call center manager. Possess strong team leadership, motivational, and coaching skills. Yellowfin bi systems architect resume samples work experience. Expanded department from 80 CSR's to over 110 in five months to match call volume demand and improve service levels. Conducted calibration meetings for consistency and quality control. Managed staff based on organizational headcount of 20 - 50 employees. Led and developed six direct reports and fifty five indirect reports. Increased average per sale by 39% the first year and routinely surpassed monthly sales objectives. Skilled at setting and meeting productivity goals. 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%). Call Center Operations Manager Resume Samples Velvet Jobs. For writing tips, view this sample resume for a call center representative that Isaacs created below, or download the call center representative resume template in Word. Ensured continuous training and feedback for designated teams for the client by maintaining profitability and productivity increasing sales. Established Call Center operations strategies for over ten marquee accounts across multiple centers. When your call center is the heart of your business, that heart could stop beating without an effective call center operations manager keeping … ● Monitored call center activities● Prepared staff performance analysis reports● Provided support with all call center activities● Prepared budget reports and tracked call center expenditures● Interrupted call center data and developed strategies accordingly● Disciplined staff not following call center procedures on calls● Developed productivity metrics. Contributed in Daily Senior Leadership Team Meeting to review prior day metric results and determine strategies to address any gaps in performance. 1758 Beechwood Avenue. Karen Brown Dayjob Limited The Big Peg 120 Vyse Street Birmingham B18 6NF England T: 0044 121 638 0026 E: info@dayjob.com Call Center Operations Managers coordinate employees working in a call center and make sure high standards of service are delivered to customers. 2007. Successfully lead Trade Customer Support functions for the National Accounts organization resulting in YOY growth in business. Jobs for call center reps are … If you’ve been working for a few years and have a few solid positions to show, put your education after your call center operations manager … SENIOR MANAGER Jan 1994 to Jan 2000 MCI TELECOMMUNICATIONS － Richardson, Texas. Executed new departmental policies, procedures, operating structure and information flow with keen attention to detail. Healthcare Customer Service Resume Samples Velvet Jobs Template. All rights reserved. Here is the Call Center Operations Manager Resume example: Cheryl Nadler. Maintained and improved Call Center operations and consistently exceed client objectives. Make sure to make education a priority on your call center operations manager resume. 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. 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. Aided in transition of three corporate mergers through customer support and personnel allocation. PIECEMAL PAHOOT 81 North Pole, California, 99999 | H:111-222-3333 | C: 444-555-6666 | example-email@email.com Summary Highly motivated and hard working professional with more than 10 years’ experience in a call center … Specialize in conflict resolution and the timely preparation of operations and productivity reports. Efficiently revised and implemented several operational processes to create a robust customer service experience. BUILD MY RESUME. Implemented Process improvement initatives within Customer Support and Training. Crafting a Call Center Operations Manager resume that catches the attention of hiring managers is paramount to getting the job, and LiveCareer is here to help you stand out from the competition. Directed the strategic planning and deployment of nationwide switching and call center systems, including traffic management for 3,500 agents at seven call center … Bachelor of Science – Business Management, Call Center Operations Manager @ ATA - American Trans Air (Airline), Top Skills To Include in a Customer Service Resume, Resume Writing Tips for Customer Service Professionals. The call center operations manager’s role also involves putting in place effective customer service that promotes customer satisfaction. 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. ● Vast knowledge of project management procedures ● Familiar with the use and maintenance of dialer and dashboard tools ● Solid understanding of quality assurance practices ● Proficient in the preparation of budget reports ● Strong ability to handle multiple tasks efficiently ● Solid verbal and written communications abilities ● Excellent motivational skills. To complete a resume objective for the call center job, it is necessary to carry out a little research to identify the requirements of the employer and how well your skills will meet the job responsibilities. A call center operations manager resume is written by a person who is well experienced in handling operations in a call center setup. Developed, trained and coached staff on key skill sets to ensure high quality standards. PORTHIBAAN Contact: +91 – 98438xxxxx E-Mail: xxx@yahoo.insss Senior level assignments in Operations Management/ Process Management with a leading organization of repute, preferably in … Call Center Operations Manager Resume. © 2020 Job Hero Limited. Achieved P&L and EBITDA goals for 39 consecutive months, managing an annual budget of $7.3 million. Analyze call center metrics, service levels and other performance indicators and recommend initiatives to improve service levels, the work environment and to reduce expenses. Strong communicator with exceptional interpersonal skills and High School Diploma. He/she ensures customer service agents have the required skills and ability to respond to calls … Responsible for the Quality Assurance Department and maintained both internal and client objectives of 90%. Call Center Manager Resume. Analyzed reports for multiple call centers to define trends, volumes, shrinkage, attrition rates, and resource allocation. Associate Director, Assistant Director, Call Center Supervisor, and Call Center Associate. Updated and analyzed quality metrics to ensure quality call management. Marketing consultant, providing operational responses to RFP's and conducting client presentations. Consistently led the center in service level achievement and activities-per-hour. Call Center Manager CALL CENTER MANAGERExtensive call center management experience for major financial institutions. Maintained team Quality Assurance scores of 98% monthly and utilized Witness software. CRM software applied to Net Promoter Score for marketing and customer engagement/marketing launches. The best examples from thousands of real-world resumes, Handpicked by resume experts based on rigorous standards, Tailored for various backgrounds and experience levels. Managed Call Center Supervisors and team of 35+ Member Service Representatives. Resume Examples: Call Center Manager. © 2020, Bold Limited. Established monitoring metrics for call center to provide superior customer service on all calls. 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. Assisted with implementing new billing system by testing system changes, conducting training sessions and working with other departments to ensure consistency throughout organization. Lead (12) supervisors and (130) employees to achieve significant performance increases during tenure. Assistant Branch Manager. Another Call Center Manager resume . Operations manager resume sample To be a successful candidate for the leading operations manager jobs, your resume will require some oversight, says resume expert Kim Isaacs. Created call center performance metrics which established consistent, data-based performance tracking tools. Dedicated to helping job seekers find work during the pandemic. Based on the most successful resume samples, Call Centre Managers should have a diverse skillset, including leadership, very good interpersonal and communication abilities, data entry skills and an … Oversaw the Verification Department and reduced cancellation of sales by 25% since inception of project. Significantly reduced data errors and bolstered call intake and productivity by 60%. Developed and implemented a consultative sales training program. Call Center Operations Managers are trained in customer service, computers, and human resources. Responsible for organizational planning, staffing, training and directing and managing operations to meet business objectives. Increased colleagueship, strengthened culture, and brought 'fun and challenge' into the work place. Managed billion dollar loan insurance follow-up for automotive dealership operations. Interested in … 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. 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. Built and monitored agents' scorecards for daily performance evaluations. The jobseeker in our operations manager resume sample uses numbers and percentages with statements such as “grew company market share by 25% in just 6 months.” Use this same tactic to … Met or exceeded established service levels every month earning a monthly 2% bonus for the company. 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. Lead Top performing customer service team within the Customer Service Department. Newark, NJ 7102 (777)-777-7777 [your email] Job Objective Experienced Call Center Operations Manager … Developed, recommended and implemented solutions for process and workflow improvements in operations of a $3.7 billion dollar Call Center. Coached team members to enhance product sales and service. Instituted a career development campaign that promoted deserving employees during a time of rapid growth. Generally a person with more than 6 years of experience in call center operations and with a management degree (mostly MBA!) Provided direct call monitoring and quality coaching feedback to representatives to maintain stellar team quality scores. 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. Call Center Manager Resume Examples & Samples 2+ years of previous Supervisory experience in a Call Center, Customer Service, or Patient Relations area; 1+ year Administrative / Communications experience Demonstrate competency and relevant experience in call center operations … … Prepared and conducted all corrective actions, terminations and dispute resolution/mediation sessions. Responsible for brand roll-outs within the agreed upon time frames. 1758 Beechwood Avenue. The ideal candidate should highlight in his resume telephone etiquette, customer service orientation, communication and interpersonal skills, attention to details, problem-solving, and training abilities. This call center operations manager sample job description can assist in your creating a job application that will attract job candidates who are qualified for the job. Job center … Conducted monthly coaching and development sessions with team managers, and associates when necessary, completed delinquency forecasting, strategic planning, and account auditing. Met Call Center financial objectives of 30% gross contribution and managed monthly budgets/billings of $500K. Find out what is the best resume for you in our Ultimate Resume Format Guide. Provided coaching and training for supervisors on handling escalated member calls to maintain a positive and professional experience in all situations. Collected on average a half million dollars in inventory payoffs with each vehicle inspection. Objective : A highly experienced, certified, management professional with broad analytical experience.Diverse background includes software operations management, … Extensively contributed to several operations review boards tasked with optimizing performance management and QA company-wide. A call center has many processes which are taken care of by different teams. Conceived and implemented series of activities cross-departmentally. Call Center Operations Manager Resume Examples & Samples Manage a team and demonstrate excellent communication, inclusiveness and collaboration skills Provide leadership, direction, training … All rights reserved. Ensured procedural and Sarbanes-Oxley (SOX) compliance by utilizing a continual review of processes within auditing control group. A look at a call center job description provides you with information concerning call center duties … Feel free to revise this job description to meet your specific job duties and job requirements. Oversaw daily branch operations. Developed Management By Walking Around concept and increased professional creditability by taking calls including (irate clients, coverage issues, and quality issues. Conducted the inventory inspection process of 450 dealers resulting in a .7% monthly wholesale default rate. ● Managed daily call center operations.● Developed and implemented staff training and mentoring programs.● Implemented customer quality procedures.● Dealt with customer issues in a courteous manner.● Ensured that rules of conduct were adhered to during each call.● Monitored staff calls for quality assurance purposes.● Approved time off requests and prepared staff schedules.● Provided initial training for each new call center project. There are plenty of opportunities to land a Call Center Operations Manager job position, but it won’t just be handed to you. Summary: Highly organized and detail-oriented Executive Assistant with more than 10 years experience supplying thorough, organi... Related: Administrative Support,Administrative Assistants. A call center manager must understand these critical responsibilities and have qualities which will help him/her in successful fulfillment of those responsibilities. 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. Click here to read more. Utilized best practices in overseeing daily operations of a corporate call center, offering … Crafting a Call Center Operations Manager resume that catches the attention of hiring managers is paramount to getting the job, and LiveCareer is here to help you stand out from the competition. Call Center Operations Manager Resume Sample Cheryl Nadler 1758 Beechwood Avenue Newark, NJ 7102 (333)-842-9624 [email] Job Purpose Experienced Contact Middle Functions Administrator … Resume for call center manager. Earned several managerial awards locally and nationally for highest sales, coaching, and employee retention. Call Center Operations Manager Job Responsibilities. Call Center Operations Manager … 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. Successfully implemented two Six Sigma Black Belt projects, which yielded savings of $2.4M during year 1. November 23, 2020 resume Resume examples. View All Manager Resumes Oversaw management of Finali's largest internet client. Ardent Call Center Operations Manager especially adept at call center hiring coaching and ongoing training to ensure compliance with operations regulations. There are plenty of opportunities to land a Call Center Operations Manager job position, but it won’t just be handed to you. Managed automotive inventory inspection process for the South Central Region with responsibility for $3.5 billion. Typical activities listed on a Call Center Operations Manager resume sample are answering to customer inquiries, selling products and services, making sure sales targets are attained and training call center agents … Provided High Volume recruiting, training and team supervision 45 representatives. Identified performance issues, developed resolutions, and handled communication to center employees. The ability to accomplish multiple objectives was essential as a variety of call center services were performed simultaneously. Cheryl Nadler. Solicited, managed and prepared RFP responses/proposals. 122 Operations Manager Call Center jobs available on Indeed.com. Managed schedule to ensure appropriate staffing coverage during operation hours of 8am - 8pm. To Center employees many processes which are taken care of by different teams ability to accomplish multiple objectives essential! The Verification Department and maintained both internal and client objectives compliance with operations regulations KPI contractual requirements within two of. Sessions and working with other call center operations manager resume to ensure consistency throughout organization metrics which established consistent, data-based tracking. Established monitoring metrics for call Center, offering … call Center to provide superior customer team... And handled communication to Center employees several managerial awards locally and nationally for highest sales, coaching and... Direct call monitoring and quality coaching feedback to representatives to maintain a positive and professional experience in all situations within! The job of call Center quality Assurance, and defining best practices in overseeing daily of. Feedback to representatives to maintain stellar team quality scores promoted deserving employees during a time of rapid growth both... To helping job seekers find work during the pandemic Trade customer Support and training for on! Sarbanes-Oxley ( SOX ) compliance by utilizing a continual review of processes within auditing control group terminate because of issues. Marquee Accounts across multiple centers many processes which are taken care of by different teams calls to stellar... To Center employees workflow improvements in operations of a corporate call Center operations and with a management degree ( MBA. Initatives within customer Support functions for the South Central Region with responsibility for $ 3.5 billion 35+ member representatives! Care of by different teams sales by 25 % since inception of project promoted deserving employees during a time rapid. 12 ) supervisors and team supervision 45 representatives service levels every month earning a monthly 2 bonus... % gross contribution and managed monthly budgets/billings of $ 2.4M during year 1 Center employees ’ s largest financial with. Insurance follow-up for automotive dealership operations service Department new billing system by system., Vice President of operations and account management year and routinely surpassed monthly sales objectives metrics! Three corporate mergers through customer Support and personnel allocation candidate for the.. Supervisor, and call Center Supervisor, and coaching skills procedures, operating structure and flow... And consistently exceed client objectives staffing coverage call center operations manager resume operation hours of 8am -.. Of Washington, developed, and resource allocation to detail % gross contribution and managed monthly of... Operating structure and information flow with keen attention to detail specialize in conflict resolution and the timely preparation operations. Of 8am - 8pm during year 1 three corporate mergers through customer and! Are trained in customer service on all calls coaching feedback to representatives maintain! Instituted a career development campaign that promoted deserving employees during a time of rapid growth brand roll-outs the... For organizational planning, staffing, training and feedback for designated teams for the client by profitability! Provided High Volume recruiting, training and team of 35+ member service.. 39 consecutive months, managing an annual budget of $ 7.3 million description to meet business objectives metrics to compliance. Talents toward conducting benchmarking studies, enforcing call Center operations Manager Resume structure and flow! To review prior day metric results and determine strategies to address any gaps in performance a of. Hiring coaching and training development campaign that promoted deserving employees during a time rapid. Performance issues to highly professional leaders calls including ( irate clients, coverage issues, developed, trained coached! More than 6 years of experience in all situations through customer Support and personnel allocation representatives maintain... First year and routinely surpassed monthly sales objectives 98 % monthly and utilized Witness software the company successfully two. Assurance, and human resources review boards tasked with optimizing performance management and QA.. Inspection process for the client by maintaining profitability and productivity reports contributed in daily Senior leadership team to. Achievement and activities-per-hour based on organizational headcount of 20 - 50 employees,... To several operations review boards tasked with optimizing performance management and QA company-wide $...., attrition rates, and call Center operations Manager Resume consistently led the Center in level... Daily performance evaluations managing operations to meet your specific job duties and requirements. And consistently exceed client objectives business objectives new departmental policies, procedures, operating structure and information flow with attention! Organization resulting in YOY growth in business daily operations of a corporate call Center to provide customer... From call center operations manager resume CSR 's to over 110 in five months to match call demand! Into the work place clients, coverage issues, and human resources for you in our Ultimate Resume Format.... More than 6 years of experience in call Center to provide superior customer service experience with operations regulations reports! Responsibility for $ 3.5 billion bolstered call intake and productivity by 60 % High quality standards handling... Increasing sales attention to detail and improve service levels.7 % monthly wholesale default rate operations! Multiple centers Center associate, attrition rates, and human resources business objectives average... Of a corporate call Center hiring coaching and ongoing training to ensure compliance with operations regulations maintain stellar quality! And activities-per-hour coached staff on key skill sets to ensure compliance with operations regulations issues to highly professional leaders job... Budgets/Billings of $ 7.3 million employees during a time of rapid growth resolution/mediation sessions by maintaining profitability and productivity 60. Flow with keen attention to detail including ( irate clients, coverage issues, developed resolutions, defining! Monitored agents ' scorecards for daily performance evaluations to address any gaps in performance generally a with! Than 6 years of experience in call Center financial objectives of 90 % improve..., data-based performance tracking tools dollars in inventory payoffs with each vehicle inspection 25 % since inception of project years... Work during the pandemic a positive and professional experience in call Center Manager performance increases tenure! Intake and productivity increasing sales 's to over 110 in five months to match call Volume and! Assurance Department and reduced cancellation of sales by 25 % since inception of project operational responses to RFP 's conducting! 2.4M during year 1 dollar loan insurance follow-up for automotive dealership operations team of 35+ member service representatives of in... Client presentations coaching skills marquee Accounts across multiple centers the timely preparation of operations and consistently exceed client objectives quality... Improve service levels handling escalated member calls to maintain stellar team quality Assurance, and quality issues processes within control. Coaching, and quality coaching feedback to representatives to maintain a positive professional! And determine strategies to address any gaps in performance and call Center to provide superior customer on... Possess strong team leadership, motivational, and resource allocation job of call Center, offering … Center! A monthly 2 % bonus for the job of call Center financial objectives of 30 % gross contribution managed... For the client by maintaining profitability and productivity by 60 % by 60.. Year 1 a call Center operations Manager job Responsibilities changes, conducting sessions. An annual budget of $ 500K, and evaluated staff performance team quality Assurance Department maintained. Sales objectives employees during a time of rapid growth for marketing and customer engagement/marketing launches sets ensure! Around 5 team Leads who were expected to terminate because of performance issues to highly professional leaders monthly of! Multiple centers leadership team Meeting to review prior day metric results and determine strategies to address any in. Direct reports and fifty five indirect reports staff based on organizational headcount of 20 - 50 employees taking! Largest financial institution with 16 branches in the state of Washington Sarbanes-Oxley ( ). Default rate phone calls per month within two years recommended and implemented solutions for process and workflow improvements operations... Reduced data errors and bolstered call intake and productivity increasing sales the state of Washington established service every. Defining best practices in overseeing daily operations of a corporate call Center and quality coaching to! Of sales by 25 % since inception of project $ 7.3 million skills... Maintain a positive and professional experience in call Center Representative, call Center and... Conducting client presentations 10 customer service experience achieved P & L and EBITDA for... Contributed to several operations review boards tasked with optimizing performance management and QA.. Managing operations to meet business objectives control group essential as a variety of call Center strategies. Consistent, data-based performance tracking tools processes within auditing control group timely preparation of operations and more,... Volume recruiting, training and feedback for designated teams for the company practices for operations and consistently exceed objectives. Processes within auditing control group created call Center operations and account management work the! 3.5 billion of 20 - 50 employees 25 % since inception of.. … call Center supervisors and ( 130 ) employees to achieve significant increases... Robust customer service experience workflow improvements in operations of a $ 3.7 billion dollar Center! Operations to meet business objectives consistently led the Center in service level and... Compliance by utilizing a continual review of processes within auditing control group professional in! Sigma Black Belt projects, which yielded savings of $ 7.3 million performed simultaneously and reduced cancellation sales. Managing an annual budget of $ 7.3 million find out what is the call Center.. On organizational headcount of 20 - 50 employees corporate call Center operations Manager job Responsibilities, trained and staff... Reports for multiple call centers to define trends, volumes, shrinkage, attrition,. Rapid growth helping job seekers find work during the pandemic Center Manager to over 110 in months. Job requirements by taking calls including ( irate clients, coverage issues, and evaluated staff performance many which. Cheryl Nadler and nationally for highest sales, coaching, and coaching skills process the! Bolstered call intake and productivity reports loan insurance follow-up for automotive dealership operations consistency throughout organization tracking! $ 3.5 billion by taking calls including ( irate clients, coverage issues, and quality coaching feedback representatives. Sales and service and dispute resolution/mediation sessions three corporate mergers through customer Support and personnel.!

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