Call Center Operations Manager Resume
Objective : To obtain the position of Call Center Operations Manager. A dependable professional who is able to align reporting methods with strategic operational procedures; has extensive experience to carry forward strategy in the workforce and other contingent work areas within a fast-paced environment.
Skills : Problem Resolution, Process Improvement, Team Leadership, Change Management.
Description :
- Managed and directed all aspects of service center operations and internal/external customer needs to meet established standards.
- Created and mapped department workflow processes that support company and client's goals.
- Created and analyzed sales and service metrics and revised workforce management, training, or operations as needed to meet production and QA goals.
- Optimized the daily workflow of Supervisor, Team Leaders, and Member Services team, to meet or exceed established metrics.
- Developed and implemented service and sales strategies to maximize sales and retention levels.
- Oversaw and verified performance analysis reports and quality review audits.
- Received and resolved escalated problems of a processing or service-related nature.
Experience
0-2 Years
Level
Entry Level
Education
Business Management
Call Center Operations Manager Resume
Objective : To contribute to the overall company operational targets as well as daily business decisions. Directing and continually engaged in leading and inspiring the team in developing and documenting best practices in the performance of all duties and responsibilities.
Skills : Microsoft, Operations Management, Customer Service, Organizational.
Description :
- Led and managed non-clinical enrollment teams across global sites foreign & domestic.
- Created and established strategic direction which includes short-term and long-term goals.
- Established a reputation for leading cost reduction and efficiency activities while focusing on the highest quality service delivery.
- Constantly worked with the executive leadership team, to establish a clear dynamic vision, purpose, and role that are consistent.
- Led teams to develop delivery methodologies and managed operational standards, best practices and policies, and procedures.
- Partnered with the sales teams to manage client expectations by clearly outlining what is needed for a successful client/product implementation.
- Built strong relationships across the organization in support of the coordination and management of launch and change events to support a successful implementation.
Experience
0-2 Years
Level
Entry Level
Education
MBA
Call Center Operations Manager Resume
Objective : Motivated and highly productive Call Center Operations Manager with a research background. Detail-oriented with strong skills in multi-tasking and efficient management of day-to-day office operations. Adept at building and maintaining effective working relationships with co-workers and clients through outstanding interpersonal skills.
Skills : Problem Solving Skills, Critical thinking, Able to Coordinated well with Others.
Description :
- Worked with senior management and executives to establish unit goals and budgets, with full accountability for variance measurement and execution on a monthly, quarterly, and annual basis.
- Provided general direction and guidance of staff in all areas of customer service operations and call center operations.
- Responsible for compliance relating to customer service functions.
- Ensured appropriate staffing levels for customer service and administrative functions.
- Ensured that phone calls and correspondence are answered in a prompt, accurate, and friendly manner.
- Maintained a professional attitude among department employees while dealing with customers.
- Responsible for forecasting levels of activity and call cycles.
Experience
0-2 Years
Level
Entry Level
Education
Business Management
Call Center Operations Manager Resume
Summary : A customer-focused individual seeking a management position in a call center environment. Ability to think outside of the box in a proactive and motivating way. believe in a hands-on approach, leading by example, to improve efficiency and productivity while making a positive impact on the company.
Skills : Fluent Spanish Speaker, Read And Write, Leadership.
Description :
- Directed and mentored Team Manager in all aspects of the company's people management goals and performance objectives.
- Directed 17 Customer Service Representatives' daily performance, quality objectives, and training, as needed.
- Collaborated with matrix partners to create a customer-friendly enthusiastic workforce through empowerment and fostering teamwork.
- Act as a liaison between participant services, technical support, product management, and telephony.
- Drafted annual performance reviews for all employees including coaching and mentoring.
- Served as a liaison between the company and our customers.
- Developed and implemented strategies with the client to improve the overall delivery of benefits and services.
Experience
10+ Years
Level
Senior
Education
BS
Call Center Operations Manager Resume
Objective : A process-oriented business professional with eighteen years in customer service and sixteen years in the call center services arena. Possess call center leadership, project management, and relationship management experience.
Skills : Customer Service, Management, Call Center Management, Call Center Experience.
Description :
- Oversaw daily operations of Tier 1 and Tier 2 call center.
- Responsible for national work order creation and dispatch, payroll processing, administrative duties, and special projects.
- Enforced a complete overhaul of the operation from day one.
- Created annual department goals and training plan to concentrate on continuous improvement.
- Managed staff of 35 comprised of three Supervisors and three individual teams.
- Organized the implementation of an E-fax server that would capture all incoming faxes in an email database.
- Proved an efficient process by eliminating printing, manual scanning, filing, and lost papers.
Experience
2-5 Years
Level
Junior
Education
BS
Call Center Operations Manager Resume
Objective : Seeking the position of Call Center Operations Manager. Experienced with creating and implementing SOP's, workforce management including Erlang C analysis and calculation, call center metrics reporting and trending analysis, quality monitoring programs, merit programs, team building programs, workflows, and upgrading technologies.
Skills : Customer Service Leadership, Team Work.
Description :
- Successfully managed the activities of 65 team members in multiple locations.
- Created training manuals targeted at resolving even the most difficult customer issues.
- Reduced amount of employee overtime by 30% by effectively delegating tasks.
- Recruited, managed, and mentored an average of 20 new customer service representatives per year.
- Monitored the daily activities of 25 customer support teams.
- Developed, implemented, and monitored programs to maximize customer satisfaction.
- Planned, controlled, and managed changes to services, policies, procedures, resources, and facilities in order to positively and flexibly meet business requirements.
Experience
0-2 Years
Level
Entry Level
Education
MBA
Call Center Operations Manager Resume
Summary : Accomplished professional with over 15 years of experience in financial, and business operations. Excel in organizational leadership and relationship building with clients and team members. Ability to lead, train, and motivate others through energy, enthusiasm, and humor.
Skills : Management Skills, People Skills, Social Perceptiveness.
Description :
- Responsible for the direction, administration, performance, and results of the operational activity for the Call Center comprised of 43 associates.
- Provided strategic direction and leadership for 35 associates inclusive of inbound customer service representatives, and coordinates with e-service specialist, account specialists, and call center analyst.
- Managed department and team performance for credit union membership satisfaction.
- Called production results related to customer service standards and call center metrics.
- Called quality via call monitoring and sales productivity.
- Supported account growth, change management, and transformational activities
- Worked with the management team to ensure compliance with company policy, state and federal employment laws
Experience
10+ Years
Level
Senior
Education
B.S.
Call Center Operations Manager Resume
Summary : Motivated Management professional seeking an opportunity to demonstrate project management, mastering technology, and processes, customer service, that thrives in a deadline-driven environment and client service skills proven by 7 years of success.
Skills : Contact Center Management, Leadership, Good communication.
Description :
- Interfaced with internal and external clients in order to ensure contractual obligations are met and client needs are satisfied.
- Participated in all required training for automation and telephone systems.
- Exhibited effective verbal and written communication skills to ensure the flow of information up and down the chain of authority
- Maintained a professional demeanor with employees, visitors, guests, and vendors
- Prepared annual reviews; prepared change of status reports for employees assigned to the department.
- Prepared and documented disciplinary actions; make recommendations concerning the discharge of employees to AVP/Human Resources.
- Conducted employee discharge meetings with Human Resources.
Experience
10+ Years
Level
Senior
Education
B.S.
Call Center Operations Manager Resume
Summary : Over 4+ years of experience as a Call Center Operations Manager. Solid foundation in negotiations, consultations, and reporting and possesses the ability to build strong business relationships necessary in corresponding with all levels within the organization.
Skills : Administrative, Customer Service, Management.
Description :
- Responsible for leave approval of department employees and approving hours worked for the payroll of hourly employees.
- Responsible for ensuring compliance with applicable laws, regulations, and company policies across areas of organizational responsibility.
- Developed staff in a way that aligns with the Company's vision and values.
- Prepared reports and develops unit and individual metrics to measure staff performance and monitor operations.
- Regularly evaluated business processes, procedures and systems, makes recommendations as necessary.
- Monitored workloads of the group and re-assigns tasks appropriately.
- Responsible for meeting payroll schedule requirements so that payroll is distributed on time.
Experience
10+ Years
Level
Senior
Education
B.S.
Call Center Operations Manager Resume
Summary : Call Center Operations Manager is responsible for the day-to-day operations of the call center and ensures that the company's customer service goals are met and maintained. This includes managing the team, maintaining cost control, and ensuring that all resources are utilized effectively to maximize revenue.
Skills : Customer Service, Good communication, Management.
Description :
- Provided an efficient and flexible response to operational issues, in order to maintain levels of service delivery, client and customer satisfaction.
- Provided assistance, coaching, measurement, feedback, help, and guidance to the Call Center.
- Attended, managed or organized disciplinary procedures as required
- Ensured that resources are managed as efficiently as possible, maximizing opportunities to reduce cost without compromising service
- Ensured client satisfaction
- Ensured that all HR related tasks relating to onboarding, performance / behavioral issues, and termination of employees are completed timely, thoroughly, and accurately
- Interacted with third-party vendors as processes require
Experience
7-10 Years
Level
Consultant
Education
BBA
Call Center Operations Manager Resume
Summary : Call Center Operations Manager is responsible for the daily operations of a call center. This includes managing and coordinating the flow of incoming calls, managing and coordinating the flow of outgoing calls, managing and coordinating the flow of customer information, and coordinating tracking and reporting on the call center performance.
Skills : Understanding of policy, Planning, and Strategy.
Description :
- Involvement in operational projects and initiatives.
- Managed day to day operations and ensure that all daily and other periodic activities are completed as planned.
- Managed own performance and personal development as a role model within the Call Center.
- Managed the delivery of contractual service levels in order to satisfy client needs and meet revenue targets.
- Motivated and developed team leaders through coaching, feedback, and personal development in order to enhance performance delivery, meet contractual obligations, and maximize staff retention.
- Partnered with Quality Assurance and Training organization to ensure expectations are aligned.
- Partnered with WorkForce Management to ensure reporting, forecasting, and scheduling support SLAs.
Experience
10+ Years
Level
Senior
Education
B.S.
Call Center Operations Manager Resume
Summary : Sixteen years of experience in customer service in top technical, telecommunication, and financial industries. Responsible for activities of Call Center staff and for managing a high-performance work culture that resulted in a world-class call center.
Skills : Account Management, Microsoft Office Suite, Travel Coordination.
Description :
- Provided leadership, direction, develop and maintain team morale
- Provided responses to the client for requests to support business reviews and proposals
- Recruited, planned, and managed the deployment of resources within the teams in order to maintain a skilled and effective workforce and meet contractual obligations
- Regularly reviewed the activities of the department in order to ensure the most effective and cost-efficient approach is used to provide customer service and meet contractual obligations
- Relied on experience and judgment to plan and accomplish goals
- Reviewed and managed costs in order to meet and improve on agreed budgetary limits
- Reviewed service delivery, identify and implement improvements in order to ensure business performance is maximized and client needs to be met
Experience
7-10 Years
Level
Management
Education
Diploma
Call Center Operations Manager Resume
Summary : Seeking the position of Call Center Operations Manager, responsible for the overall performance of the department, including customer service, quality, staffing, and motivating employee performance and morale.
Skills : Understanding of necessary legal and regulatory documents.
Description :
- Responsible for Managing and directing the daily activities of call center representatives.
- Recruited, hired, and trained new agents.
- Responsible for Supervising, planning, and managing functions concerned to Call Center environment.
- Carried out supervision, call monitoring, coaching, training, disciplining, and reviewing all call center representatives' performance.
- Updated databases on an on-going basis.
- Acted as an information source and answering call center representatives' questions, assigning tasks, following up, and giving instructions as needed.
- Attended, followed up, and resolved customer complaints and questions.
Experience
7-10 Years
Level
Consultant
Education
BS
Call Center Operations Manager Resume
Summary : As an Operations Call Center Manager to deliver the operational service for the contract including people, process, quality, systems within agreed targets and budgets, and oversee supervisory staff associated with designated program/s.
Skills : Call Center Management, Performance Management, Personnel Management, Employee Relations.
Description :
- Managed performance on a specified program to meet and exceed all client and/or company expectations.
- Ensured key performance indicators are achieved.
- Communicated directly with clients regarding program performance.
- Managed information flow between the Team Managers and the Site Director.
- Assisted with the management of the Quality Process including the number of monitorial completed, tabulating results, ensuring calibration and providing coaching and development to outlying evaluators.
- Co-facilitated associate satisfaction throughout the program through incentives and floor-wide activities.
- Accomplished call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining.
Experience
7-10 Years
Level
Management
Education
BS
