A call center manager is responsible for ensuring their organization’s call center … Must be browser proficient and possess the ability to multi-task by handling simultaneous things at once, Demonstrate exceptional habits of dependability and attendance, Schedule flexibility; must be able to work between the hours of 7am-5pm and to extend hours as required to meet the demands of the operation, Evaluate historical and current call volume trends to produce weekly schedule. Diagnoses capability needs; recruits and evaluates potential employees; emphasizes retention; champions talent management, Talent Management- Providing guidance and feedback to help individuals develop and strengthen skills and abilities needed to accomplish work objectives, Direct, guide, coach, and mentor a team of 15-20 agents to achieve individual and corporate goals, Monitor phone and email activity using various contact center applications and tools. Oversees supervisor liaison program to medical facilities to promote continuing co-operation/interaction of the Clinical Call Center, HCT and providers. Mountain View, WY 82939 (777)-777-7777 [your email] Job Objective To obtain a position of Call Center Manager … Possess strong team leadership, motivational, and coaching skills. Control labor and non-labor budgets. Ensure monitoring requirements are met. Design similar resume template in minutes, CALL CENTER MANAGER RESUME TEMPLATE (TEXT FORMAT), Ensured adequate call center coverage to achieve service level targets, including scheduling, resourcing and recruitment initiatives, Developed a team environment that foster growth and the desire to help others, Optimized call center productivity, achieved correct quality standards through data analysis. "To maintain customer satisfaction and improve customer experience with Telecom Call Center through my proven problem solving skills, customer experience, … The main responsibilities for the position includes monitoring calls, recruiting new … 3. ), Demonstrated ability to develop, implement and execute business processes for new business, Strong analytical, problem-solving and decision making capabilities required, Superior interpersonal skills including courtesy, professionalism, and a cooperative attitude required, Oversee a team which analyzes and identifies key sales processes that need to be improved, within the call center environment, Identify and resolve barriers to performance from determining root cause analysis, creating process mapping and resolution – implementation, Ensure standardization of processes within and between all service centers, Promote the implementation of best practices, Bachelor’s degree or equivalent related work experience, 1-3 years prior demonstrated experience with process or continuous improvement or process design and implementation roles, 5 years of experience in call center management leading and managing exempt level associates, Comprehensive knowledge of all Microsoft Office applications, including Word, Project and Visio, Experience in the healthcare or health related industry, Deliver world-class customer service through monitoring and coaching teammates, Champion a world-class Employee and Customer experience, Facilitate career development among team members, Delivery of service level, coaching, budget (overtime, handle time, etc) and other key metrics, Ensure Attendance and Adherence expectations are met, Actively participate in hiring and development of support and mentor staff members, Partner with Teammates to agree on and monitor Performance plans, Participate in and lead customer experience calibration sessions, Conduct regular evaluations and provide performance and behavior feedback to Teammates, Execute Leadership strategies and tactics, 2 years combined DPS and Risk Management experience, Bachelors degree or equivalent experience. Regularly provides performance feedback based on review of quality reports/quality monitoring and production results, Directs workflow to insure maximum efficiency and attention to areas of greatest importance, Works with the Trainer to create the training plan for all new hire and continuing educating training. Utilizes effective decision-making and problem-solving skills, Must demonstrate self-motivation and initiative by taking ownership to resolve issues and complete assignments with minimal direction from others, Strong organizational skills and the ability to prioritize workload, meet deadlines and perform multiple tasks with a high attention to detail, Can learn quickly and adapt to change in a fast-paced, high performance driven culture, Demonstrate a professional and polished demeanor with a positive, upbeat, and friendly personality, Team player who fulfills commitments to other stakeholders with a positive attitude. Salesforce) & business office procedures, Professional & efficient oral & written communication skills, Ability to operate a computer & office equipment, Ability to motivate employees, establish, & maintain effective working relationships within the care center staff as well as external employees, Observe objects up close and at a distance, Effectively communicate and interact with others, Use reasoning and solve problems through deduction, Demonstrate utilization of Contact Center Information Technology hardware and software, Integrate effectively with other departments, Initiate adjustments to real time service levels, Respond to escalated Customer Service issues, Meet or exceed department performance goals, Ensure timely communication across Customer Service Centers, Coordinate project needs, problem resolution, and client facing priorities with CSC project manager, Assess Quality Control and Quality Assurance, Acquire a high level of Product Knowledge for all programs, Create and Validate program training materials, Identify needs for new and recurrent training and ensure implementation, Create an environment that cultivates customer service excellence, growth, empowerment, teamwork and high self-esteem, Bachelor’s degree or equivalent formal training, 5+ years of progressive experience with call center supervision/operations, 3+ years of experience with client interaction in third party vendor relationships, 3+ years of experience staffing and forecasting, Commitment to professional and personal growth, Ability to orchestrate large multi-tiered staff in a fast paced environment, Ability to analyze, plan, organize, control and troubleshoot work activities and processes, Shift flexibility - able to work occasional evening and weekend shift, 3+ years of training and experience with Contact Center IVR systems Cisco UCCX or UCCE, Experience in leadership, delegation, performance planning/management/review, coaching/counseling, team building and the ability to motivate employees, Commitment and demonstrated dedication to uncompromised customer service, Excellent interpersonal skills with the ability to develop rapport and communicate with various groups of people to include staff, peers, vendors, customers and senior leadership, Deliver world-class customer service through monitoring and coaching employees, Ensure Attendance, Adherence and other department metric expectations are met, Partner with employees to agree on and monitor Performance plans, Conduct regular evaluations and provide performance and behavior feedback to employees, Proven Organization skills and basic project management, Prior experience working in a large organization, Prior leadership experience over a large metric-intensive operational unit with a span of control between 50 to 75 associates, Bi-lingual English/Spanish. Facilitate customer service excellence. A hiring manager looking for a Call Center Agent … Must be able to foster a fun and engaging work environment for the team that cultivates innovation, communication and an eager anticipation of coming to work each day. In other words, always apply your effort where it will maximize output. Monitor employee productivity, and generate appropriate progress reports. Manager level has variable essential functions, qualifications and physical requirements. Including call center, data entry, and quality team. Provides trouble shooting and problem solving abilities. Patriot Act, Check 21, Reg. Develops and implements procedures to ensure efficient processing of work. In your most recent position, how was service excellence emphasized? Associate must regularly evaluate and respond to unique situations, Associate may be responsible for management of others who interact with clients to whom the CRM has been assigned as primary contact, Extensive employee management and call center experience as the primary team supervisor (minimum 3 years), Strong analytical/problem-solving skills and attention to detail, Excellent managerial, organizational, and verbal/written communication skills, Ability to work with professionals at all levels across diverse geographic areas, High level of initiative and the ability to thrive in a team environment, Capacity to work independently and effectively on a variety of tasks at the same time, Proficient in the use of standardized software, specifically MS Office package, Ability to handle stressful situations and deadline pressures well, Commitment to following through effectively on all client requests, Familiarity with tax-related concepts (desired), Minimum of 3 years of extensive client management experience, Familiarity with Unemployment claims is desired, 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, Knowledge of organizational policies, procedures and systems, Knowledge of operating a variety of office equipment and proficient in various, Microsoft Office/Suite proficient (Word, Excel, PowerPoint, Project, etc. Conducts training as appropriate and continue staff development outside the classroom, Handle high priority and escalated calls. Supervise team of up to 30 Reservation Agents and 4 Supervisors. Motivates and coaches staff actively and in real time through effective and hands-on leadership. ), Ability to negotiate with and influence others, Ability to develop and maintain relationships to achieve business objectives, Manage and oversee training, scheduling of staff and re-training in any deficient areas the call center staff, Monitor and oversee all quality assurance/customer service of all call center staff, Oversee passenger trip requests manually or through use of automated system to achieve system goals (productivity, on-time performance, efficiency, minimum ride lengths, etc.) Team Lead and Sr. Operations Manager, Visit vendor centers monthly for up to one week to validate performance and maintain partnership, Participate in weekly meetings with vendor and Sephora teams, including Operations, Workforce Management, Team Lead, Training, and Quality Adherence, Coordinate cross-functional subject matter experts to participate in meetings/conference calls as needed, Partner with Sephora Client Service Training, Quality, and Call Center leadership teams to ensure compliance from and provide guidance to vendor on items discussed in function-specific meetings, 7+ years of call center, customer service, or equivalent experience required, Ability to travel to vendor sites up to 25% of time, Outstanding interpersonal skills and ability to develop and maintain positive relationships with business partners at all levels, from call center agents to leadership team, Remain poised and professional…and thrive in an environment that is customer-focused, fast-paced, rapidly changing, and occasionally ambiguous, Strong attention to detail and exceptional follow-up skills, Self-manages multiple projects within tight timeframes and dynamic priorities, Proven record in providing an exceptional client experience, Strong critical thinking and problem solving skills with the ability to make quick, accurate, creative, and appropriate decisions, Proficient in Microsoft Office applications such Word, Excel, PowerPoint, and Outlook, Must be able to work a flexible schedule as the business requires, Supervises and directs daily operations of the Regional Access Services Call Center which provides 24 hours a day seven days a week service. Direct Reports: More than 7 Indirect Reports: 1-5, Assists in planning, monitoring and/or managing budget in functional area of department, High School diploma or GED required. Serves as a resource for financial reports, Has the authority to direct and support employees daily work activities. Instead of a generic objective statement, this call center resume sample makes the candidate’s summary front and center. Judgment is used in the cost effective scheduling of employees, Integrates many pieces of diverse information into a framework that helps explain the reason for a situation, enhances decision-making, or helps others understand the “big picture”, Consults with the VP Call Center on an as needed basis to discuss staffing issues, performance issues, policy issues and/or member issues, Actively involved in at least one civic organization and be a volunteer for one non-profit community project each year that assists the enhancement of our community in which VyStar operates, Actively involved in at least one function that enhances the image of VyStar or the credit union movement within the local, state, or national political arena, Connect Consistently be friendly and approachable. Determines appropriate corrective action, Manages PRSs: Provides supervision & direction to the PRS, Maintains adequate office staffing levels, Demonstrate managerial fiscal responsibility, Reviews BE survey results, develops action plans based on results & monitors implementation of BE action plans, Drive employee satisfaction, moral & personnel development, Selects, trains, and develops an effective and efficient staff: Manages the timely departmental workflow and productivity as well as enhance Customer Support staff experience and knowledge, Develop tactical proposals for the department to support company initiatives, Manage and oversee call-tracking system. ), Able to multitask efficiently and effectively, Set team goals to identify and improve processes and procedures to support the department’s role as a critical and valuable resource to the entire resort, Hire, train, coach, and develop Guest Service Agents, providing a career path to other departments, Manage department budget and control labor costs, Meet or exceed Market Metrix goals related to guest services, Support entire Resort Operations including property management, sales and conference services, housekeeping, mountain operations and Keystone Emergency Services, Work closely with Management Services to dispatch guest requests and maintenance issues, Be a resource to our homeowners as a liaison with the property management team for assistance with housekeeping, maintenance or other service requests, Manage guest requests entered into the Hub database for accuracy, and timeliness of resolution, Support Front Office Operations with early and late departure requests, additional housekeeping requests, and express checkout using the LMS software system to manage cash handling as part of the departure process, Communicate ongoing changes in resort operations and guest activities to the team, through pre-shift and team meetings, emails, and one on one training, Maintain staff schedule to support high volume days and time periods throughout the day, Oversee administrative functions such as employee paperwork and payroll as well as ordering supplies, Audit and approve employee cash outs on a daily basis, Prepare reports using call analytics to manage volumes and staffing needs, Provide information tool for agents to find resources needed to assist guests, Call Center or Customer Service experience - required, 3+ years management experience - required, Guest Service/Call Center management experience - preferred, Proficient in use of web based products and Microsoft Office Applications - required, Ability to work in a fast paced environment - required, College Degree in Hospitality - preferred, Provide leadership and guidance for the entire outbound survey research staff, including Agents, Production Coordinators, and Supervisor, Ensure training and mentoring to all staff, Should have knowledge of CATI, Mail, and Web data collection modes, Experience with data collection software such as CfMC, Voxco, Confirmit Askia, or another data collection platform, Strong understanding and experience with data collection metrics including response rates, incidence rates, refusal rates, and other metrics that affect data collection performance, Excellent computer skills, including the MS Office Suite, especially Excel, Engage in ongoing data tracking for all in-house projects, Track production on all studies and coordinate with call center Supervisor and Production Coordinators to ensure we are staffing each project appropriately, Oversee every schedule to ensure we maintain billability and are always staffed appropriately, 8+ years of professional experience in a contact/call center environment, 5+ years of management/supervisory experience in contact/call center environment, Proficiency with computer software programs including MS Office (Word, Excel, etc. Call Center Manager CALL CENTER MANAGERExtensive call center management experience for major financial institutions. Required fields are marked *. Collaborate with supervisory staff to ensure accountability of staff. We use cookies to give you the best possible experience on our website. Resolves service issues in the assigned unit(s) in a timely and respectful manner, Provides support and guidance to team members. Must “walk the talk” and lead by example, Excellent verbal and written communication skills with the ability to interact in a patient, courteous, clear and comprehensive manner, Must demonstrate a high level of customer service by responding to internal and external client needs until satisfied. Creates a Team culture for selling, Ensures bank and departmental quality of service by being proactive in identifying common or recurring problems and offering solutions for improvement, Plans and leads effective meetings and training sessions. Identify and correct areas of substandard work performance through the coaching and progressive discipline process, when necessary, Manage daily activities that impact targeted service levels which include, but are not limited to, monitoring adherence to schedule, average handle times, and other key performance indicators, Act as a Subject Matter Expert (SME) and as a final point of escalation for issues involving payroll, travel & entertainment, and accounts payable to ensure the needs of our clients are satisfactorily met, Assist with training new hires as they transition into their contact center roles, Identify, initiate and lead process improvement initiatives; aid in developing and executing strategies to improve end-to-end processes and client satisfaction ratings, Communicate company strategies, initiatives, system enhancements and other key information to contact center agents, Support the recruiting of new contact center agents and make final hiring decisions, Partner with other stakeholders across the organization to execute new policies and procedures in the contact center, Provide phone and email support during times of peak contact volume, Assist with special projects and other duties as assigned, Two years of supervisory experience supporting a team of 10+ agents in a contact center preferred, Previous experience in a financial shared services environment handling payroll functions preferred, Strong interpersonal skills and enthusiasm for developing others. 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