Call Center Manager Resume Samples

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S Corkery

Sheila

Corkery

4916 Natalie Villages

New York

+1 (555) 761 9405

4916 Natalie Villages

New York

Phone

p +1 (555) 761 9405

Experience Experience

Detroit, MI

Call Center Manager

Detroit, MI

Moore Inc

Detroit, MI

Call Center Manager

Creates and executes plans for expense management, staffing, service, technology and process improvements
Plan work schedules for around-the-clock operations and assign staff to accomplish daily work by providing for variations in workload
Develop, coach and motivate Service and Call Center Managers and front line leadership to improve and measure performance and foster a customer focused culture
Fosters an inclusive work environment that promotes associate engagement and development at all levels using the performance management process
Provides Payer Relationship Managers and Network Analysts assistance with strategic Payer initiatives as requested
Hiring, training, and developing call center employees. Handles all facets of performance management including performance evaluations and corrective action
Full people management responsibility (onsite and virtual team members), performance and compensation management, and training and development

Detroit, MI

Fs-call Center Manager

Detroit, MI

Bahringer, Monahan and Feeney

Detroit, MI

Fs-call Center Manager

Monitors quality of credit, including application volumes, approvals, and effective cross selling and declinations and keeps Senior Management advised
Focus Focus your full attention by carefully listening to and observing client or member
Directs the day-to-day activities of the Call Center employees by ensuring schedule adherence and optimum performance
Assists in the development of new products, policies and resulting technology changes
Evaluates individual performance, determines trends, analyzes strengths and/or weaknesses and develops training programs for improvement
Challenges and supports employees in their development, and uses individuals’ capabilities and potential for the benefit of the team
Encourages the professional expression of varied ideas and viewpoints, and creates an environment where individual differences are valued and respected

present

New York, NY

Customer Service Call Center Manager

New York, NY

Conn, Robel and Sanford

present

New York, NY

Customer Service Call Center Manager

present

Supervise staff within one or more operations departments
Maintain proper employment levels through selecting, interviewing, and training of personnel; conduct performance management activities within each assigned area of responsibility
Maintain high levels of performance for customer service metrics including: call answer rate, call quality, customer service ratings, order accuracy, etc
Manage and improve operational processes, policies, and systems in support of the organization’s mission and to improve efficiency and quality
Maintain effective inventory control processes which includes inspecting and maintaining quality and standards of goods and supplies
Create reports, metrics, and budget plans for the organization, as assigned
Contribute to long- and short-term organizational planning which includes planning for initiatives geared toward operational excellence

Education Education

Bachelor’s Degree in Business

DePaul University

Bachelor’s Degree in Business

Skills Skills

Advanced Other Strong knowledge of modern call center systems and ability to utilize them to their maximum potential
Solid communication skills and excellent interpersonal skills. Ability to create and deliver presentations and express ideas in clear and concise manner
Highly knowledgeable on Paymode-X operations, SOPs and Vendor onboarding processes, including value for both Payers and Vendors
Considerable knowledge of the company's products, services and business operations to enable resolution of customer inquiries
Considerable knowledge of the company’s products, services and business operations to enable resolution of customer inquiries
Intermediate Other Strong knowledge of call center planning and the ability to create and implement a capacity plan that meets goals
Working knowledge of workforce management practices and tools (e.g., scheduling software, quality monitoring software)
Intermediate Other In-Depth functional knowledge and broad multi-functional knowledge
Working knowledge of workforce management practices and tools, e.g., scheduling software, quality monitoring software
Strong attention to detail

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Resort Call Center Manager Resume Examples & Samples

Accountable for operational business decisions and understands when to empower Cast and leaders
Remove barriers and identify opportunities for continuous improvement (service, products, facility, systems, etc)
Develop and transfer knowledge and skills to entry level management leaders and multifunctional Frontline Cast
Develop and lead the execution of processes and procedures to exceed Guest expectations and to deliver consistent high quality Guest Service
Ensure target metrics and any legal and regulatory requirements are met in a timely manner
Manage the financial performance of departmental expenses by ensuring on-going metrics such as labor, overtime, cost of sales, and other expense meet Annual Operating Plan (AOP)
Contribute to the preparation of the annual operating plan, 5-year plan, and capital planning
Responsible to ensure daily pre-shift meetings are conducted as well as conducts daily briefing meetings to communicate relevant Guest, Cast or business information in a timely manner
Model and ensure effective communication and promote positive relationships within and across lines of business, peers, and vendors to achieve a successful day-to-day operation
Coordinate and execute local projects, monitoring operational impact, readiness and schedules
Anticipate future staffing needs and plan accordingly
Responsible to resolve Guest concerns escalated regarding concerns about experiences at the hotel, theme parks or other areas on Disney property
Demonstrated ability to lead a team of leaders
Able to be self-directed and demonstrate strong leadership and relationship skills consistent
Proven ability to effectively manage and prioritize multiple responsibilities holding self and others accountable
Demonstrate a strong level of professionalism and confidence
Demonstrated strong organizational, time management and follow-through skills, with strong attention to details
Demonstrated strong business planning and analytical skills
Demonstrated ability to strong negotiation, influencing, problem solving, as well as continuous improvement process skills
Demonstrated strong partnering, coaching and mentoring skills
Demonstrated strong written, verbal communication and presentation skills
Proven ability to partner with fellow Cast Members and move the operation forward to the next level of excellence
Demonstrated financial awareness of budget and daily labor costs
Knowledge of industry trends and practical business application
Ability to converse in Mandarin & English

Tax Manager National Tax Indirect Tax Affordable Care Act Inbound Call Center Manager Resume Examples & Samples

Responsible for internal client communications, conflict resolution, and compliance on client deliverables
Establish processes to review overall work product of the ACA team to ensure quality standards and client expectations are met
Communicate client goals and represent client interests to all internal teams
Respond to questions posed by ACA Account Managers, clients, Region team members and EY leadership
Strategically review requests considering client needs, EY capabilities, and long term goals
Review and evaluate team performance, provide suggestions, and team with internal clients on implementation plans for improvement as needed
Co-develop solutions with internal team members on needed changes for ever developing and changing programs
Associate must complete in-depth analysis to determine and recommend client performance improvement. 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
“Self-starter” mindset
Familiarity with tax-related concepts (desired)
Minimum of 3 years of extensive client management experience
Familiarity with Unemployment claims is desired

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
Knowledge of organizational policies, procedures and systems
Knowledge of operating a variety of office equipment and proficient in various
Experience in Medical Practice setting
Microsoft Office/Suite proficient (Word, Excel, PowerPoint, Project, etc.)
Able to multitask efficiently and effectively

Call Center Manager Resume Examples & Samples

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
Fluent English - required
Ability to work in a fast paced environment - required
College Degree in Hospitality - preferred

Call Center Manager Resume Examples & Samples

Provide leadership and guidance for the entire outbound survey research staff, including Agents, Production Coordinators, and Supervisor
Ensure training and mentoring to all staff
Oversee the quality of QA processes
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.)
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

Call Center Manager Resume Examples & Samples

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
Oversee the improvement process
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

Call Center Manager Resume Examples & Samples

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
1 year CSR Lead experience
Bachelors degree or equivalent experience. Typically requires a minimum of 5-7 years experience in Financial services industry and/or Customer Service environment
Tested Project Management/Organization skills
Demonstrated ability to improve process leading to improved customer and/or Teammate experience
Deep understanding of call center efficiency levers (Service Level, Occupancy, etc)
Solid Change Management tactics
Demonstrated decision-making skills
Addressing and influencing negative behaviors

AVP / Healthcare Services Call Center Manager Resume Examples & Samples

Direct and ensures compliance with all healthcare operations and functions, including policies, procedures, and objectives of departments
Conduct regular development sessions with associates to ensure all performance expectations are achieved. Monitor the interactions between customers and associates, including observation of telephone calls, e-mail web chat and written communications to ensure accuracy and consistency of department
Serve as a change agent and continuously evaluates healthcare workflow and identify opportunities for improvement
Provide guidance and assistance with complex issues, establishes work priorities and makes decisions within established guidelines and/or authority. Maintain a high level of knowledge/awareness in current business objectives. Stay current with all major developments, regulatory/legislative changes, and innovations in health savings account products
Schedule adequate staff levels for various shifts and campaigns on a weekly/monthly basis in partnership with business partners. Prepare contingency staffing plans for special projects, unexpectedly high call volumes and absences to maintain the customer experience
Implement new processes, procedures and technologies as needed
Proficient in Microsoft office products, and applicable call center systems
Knowledge of policies and regulations (i.e. Patriot Act, Check 21, Reg. E, IRS publications 969, 502)
Demonstrated supervisory, coaching, leadership and interpersonal skills
Proficient with UMB systems (i.e., Mainframe, Client Link, FDR and Intranet)
Successful track record working in a service organization

Customer Support & Call Center Manager Resume Examples & Samples

10 years project management experience, including
Experience transitioning and integrating customer service center programs
Experience with customer service center technologies to include customer relationship management systems; telephony and network systems; quality control in a customer service center environment, and reporting procedures
Experience presenting achievement and serving as company liaison with senior client executives
Experience managing and enforcing secure handling of PII and sensitive customer information
Experience managing large teams with significant budget and P/L responsibilities
Experience with quality control in a customer service center environment
Social work, family support, or case work experience preferred
Relevant certifications in technology, program management, and customer contact services

Call Center Manager Resume Examples & Samples

Manage Call Center team to achieve service level and abandonment goals, including forecasting and scheduling
Manage Call Center’s SLA as set up with customers, both internal and external
On a reoccurring schedule, being able to managing the mining of data, its presentation, and high-level summary to different areas of senior management
Interview and hire new employees, document behavior, discipline, and terminate employees, and if needed payroll
Develop and implement Call Center efficiencies thru CMS reporting tool
Assist Senior Management as needed
Answer Call Center escalated calls from Guests, Accounting and Resort PSS
Communicate Customer based websites information inaccuracies and prioritize existing requests with marketing
Product setup/liaison to Product Management
Oversee SSV and Vail employees pass processing
Answer call center phone calls
IT liaison and RPOS testing
Actively participate as knowledge base for Front Range team via priority phone line
Assist with Front Range and Call Center HR hire sessions
Assist with Fall pass sales rollout
Budget management

Assistant Call Center Manager Resume Examples & Samples

Reports directly to the Call Center Manager
Maintains constant communication of floor needs, wants, concerns and plans
Forecasts Manpower planning based on inbound/outbound call volume
Extensive Experience working with Five9 is required
Weekend shifts will be required
Designs flow of call campaigns for ACD, manages campaigns and creates reports to
Track against projected forecast
Strong analytical skills and spreadsheet preparation and analysis in excel
Work with individuals on a daily basis to adjust department manpower to reach
Optimum campaign targets by adjusting and utilizing manpower (call-outs, over-time,
PTO, TWOP (time without pay), etc
Create and implement strategies to decrease errors in quality control and train for
Future effectiveness

Call Center Manager Resume Examples & Samples

4-5 years experience managing in call center environment
Bachelor’s Degree in Business, Finance or a related field
Progressive experience in the health solutions industry, with emphasis with leading and managing teams
Proficiency in analyzing and manipulating data
Comprehensive knowledge of all Microsoft Office applications, including Word, and Excel
Master’s Degree in Business Administration or a related field

Call Center Manager Resume Examples & Samples

Bachelor's Degree in Business Administration
5+ years of experience managing a Call Center in a healthcare environment
Strong reporting and metric skills
Knowledge of IDX
Knowledge of Patient Billing Coding
Experience with electronic health records
Proven ability to coach, train and motivate for performance and drive customer satisfaction
Sound decision making skills
Strong time management and organizational skills $
Bilingual, English and Spanish

Call Center Manager Resume Examples & Samples

Collects information on service deliverables, implements changes and resolves service issues by liaising with supervisors, operatives, team leaders and their departments
Sets policies, procedures and performance goals for customer service, quality, speed and efficiency to meet internal and external client requirements
Monitors and records the performance levels, statistics and user rates of the call center. Prepares reports accordingly. Analyzes and forecast information about the budget statistics on a monthly or weekly basis
Maintains current knowledge of industry new development, legislation and product services
Manage the overall performance analysis of existing lists and programs. Develops new scripting for the optimization of existing programs
Identifies, recommends and supports the implementation of various programs for the improvement of call center processes and results
Manages schedules and Human Resource issues. Writes and conducts performance evaluations, makes employment decisions, sets up performance goals and targets for assigned team
Bachelor’s Degree Required
5+ years hands on Call Center Operations Management
8 – 10 years of experience in direct management
Demonstrated leadership and development skills of Supervisory and Customer Service staff
MS Office Suite
Solid communication skills and excellent interpersonal skills. Ability to create and deliver presentations and express ideas in clear and concise manner
Advanced problem-solving skills and Management skills, ability to think tactically and identify significant success factors
Solid IVR/VRU, ACD, Call Routing and Telephony Systems knowledge
Ability to maintain client and customer confidentiality

Call Center Manager Resume Examples & Samples

Delivery of service level, coaching, budget and other key metrics
Partner with Workforce Management and Command Center to meet service level
Actively participate in hiring and development of team members
Manage by example and model Visa behaviors
Able to work from 3pm to Midnight shift with weekdays off
Bility to develop, support, and retain a high-performing team
Aptitude to work with a diverse group of team members within site and across all sites to achieve results
Deep understanding of call center efficiency levels (Service Level, Occupancy, etc)
Addressing negative behaviors

Call Center Manager Resume Examples & Samples

Call Center and/or Customer Service background with 2-3 years of Management experience in a Customer Service and/or Call Center environment, a wellness coaching environment, preferred
Analytical with demonstrated ability to monitor trends to forecast optimized staffing schedules
Strong financial analytical skills
Ability to work effectively in a multidisciplinary approach to management
Ability to make thoughtful decisions and exercise sound judgment
Ability to handle confidential information with appropriate discretion
Basic understanding of Regulatory and Compliance issues that pertain to Wellness, Care, Disease Management, and management of PHI/HIPAA data
Proficiency with Microsoft Office & business office procedures
Knowledge of computer programs, CRM (i.e. 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
Flexibility and creativity
Talk and hear
Read, write, type and comprehend text
Observe objects up close and at a distance
Effectively communicate and interact with others
Use reasoning and solve problems through deduction

Call Center Manager Resume Examples & Samples

Demonstrate utilization of Contact Center Information Technology hardware and software
Maximize utilization of labor
Develop and maintain staffing schedules
Mentor direct reports
Integrate effectively with other departments
Initiate adjustments to real time service levels
Respond to escalated Customer Service issues
Meet or exceed department performance goals
Implement continuous process improvement
Effective oral and written communication
Ensure timely communication across Customer Service Centers
Coordinate project needs, problem resolution, and client facing priorities with CSC project manager
Provide accurate and timely reporting
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
Managing change with positive results
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

Call Center Manager Resume Examples & Samples

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
Language: Portuguese preferred
Proven Organization skills and basic project management

Call Center Manager Resume Examples & Samples

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. Excellent written and verbal communication skills - Must be able to read, write, and speak English and Spanish
Capacity to maintain confidentiality
Strong knowledge of MS Word and Excel and PowerPoint
Knowledge of Access
Certification with Six Sigma and/or the Project Management Institute is very helpful
Prior experience in a health care or insurance setting highly desired

Call Center Manager Resume Examples & Samples

3+ years prior call center management experience
Prior experience in call center sales organizations is highly preferred
Proven ability to maintain and improve employee engagement and morale at all times
Ability to handle customer escalations and work across various levels of the organization

Call Center Manager Resume Examples & Samples

Deliver superior client service
Provide excellent employee growth and management
Contribute to the growth of the company
Meet assigned financial targets
Assisting with Client projects as assigned by management
Balance/ leverage floor quality and production of staff while maintaining strategic staffing levels
Serve as a secondary escalation point for the Service Center; further direction to management when needed
Deliver a high level of customer support to the Client
Ensure all Service Center KPI’s are within client threshold
Oversee new customer service representative training program
Liaise with Data Manager, IT department, field staff, and Client representatives on data-related support needs and inquiries
Ensure high quality work output; plan, organize, and coordinate work efficiently; meet assigned deadlines
Oversee/ensure proper Client conference call protocol and etiquette
Direct management of Service Center Supervisory staff
Host and conduct OneView Work Order and related technology tool training sessions via Jones Lang LaSalle standard web meeting tools
College degree or equivalent combination of experience and education
5+ years of related work experience
Previous experience utilizing CMMS platform
Previous employee management experience within Call Center
Strong knowledge of robust auditing policies and procedures
Strong knowledge of Microsoft applications and resources
Ability to multi-task and manage multiple activities
Previous experience utilizing One View Work Order (Clarify) platform
Previous Project Management experience
Versed in practices of property/data management

Call Center Manager Pipc Resume Examples & Samples

Minimum of 3 years Management experience
Prior demonstrated experience with process improvement or process design and implementation roles
Fluency in English communication skills
Proficient Microsoft Office-Outlook, Word, Excel, Power Point
Associate or Bachelor’s Degree-focus in Health Services/Administration or Business
5+ years or experience in Healthcare call center environment
Microsoft-Access, Project, or Visio
Bilingual English/Spanish fluency

Call Center Manager Resume Examples & Samples

To analyse and raise consumer complaints via phone call & social media through the social listening tools for Business Units actions through meeting , monthly report for management meeting
To manage serious cases related to Key Influencers (OCPD - Office of The Consumer Protection Board , FDA , NGO , KOL , Press) and manage to close the cases smoothly
To present potential issues/complaint/crisis & propose action in the Bi-monthly 'Issue Round Table' meeting
To supervise and support ENGAGE & ensure efficiently use of the system
To provide daily supervision to complaint handling team
To supervise with scientific back-up with key cross-functional team
To share best practice related to complaint case & train CLM Consumer Care team including audit compliance of WHO code , Milk Code , Local legislation/code , Consumer data privacy policy
To manage Crisis Monitoring & propose actions , threat level according to Nestlé Protocol of Crisis Handling including Social Media , Log book record & Crisis Readiness and Response (including Trade - product quality concerned)
To escalate Protocol with PR team & response time (end to end process of Complaint handling & consumer/trade visit) refer to Alert position & Threat level guideline
To develop team capability & lead Complaint handling agents in Thailand & CLM
Minimum of Bachelor’s degree in marketing or communication or any related fields
Minimum 8 years’ experience in communication, marketing service in service industry
Experienced in call center service, consumer or customer services
Able to lead the time
Able to work flexible hours
Self-motivated and able to work independently
Good command of English and computer skills

Call Center Manager Resume Examples & Samples

Attracts, builds, and retains a high-performing department and team; identifies talent strengths and gaps
Develops a high performance, customer-oriented team focused on delivering superior customer service with the highest level of responsiveness and customer satisfaction
Develops annual departmental strategic and operational plans
Establishes priorities and assign resources accordingly
Manages relationships and fosters open lines of communication with Institute and Department Administrators and other key partners
Prepares annual budgets, manages staffing requirements and cost effective programs
Maximizes operational and financial performance of the Patient and Provider Relations organization
Organizes functions of department through appropriate assignment of responsibilities, delegation of authority and overall direction of workflow processes
Assesses operational performance metrics to ensure that optimal production is reached
Monitors and evaluate activities of the departmental employees and provides on-the-job training and retraining, as necessary, to ensure operational efficiency and adherence to policies and procedures and ensure employee engagement
5 Plus years of management and leadership experience in customer relations, sales administration or service environment
Ability to develop, deliver and sustain successful customer service programs and consistently meet and/or exceed goals
Capable of making commitments, setting priorities and delivering results on time and on budget
Prior customer support experience in transforming organizations to deliver superior internal and external service
Strong technical background with experience using technology to improve efficiency
Experience ensuring high rates of customer satisfaction and retention
Experience in report generation, data collection systems and analysis techniques

Call Center Manager Resume Examples & Samples

High School diploma required, Bachelor's degree in business or a related area a plus
5 years related work experience
Experience architecting, deploying, and managing all infrastructure necessary to operate a customer support center. Includes, but not limited to, helpdesk system, ticket management system, IVR phone system, and schedule management system
Knowledge of call center processes
At least 2 years hands on customer service experience
Knowledge of call center infrastructure and interfaces
At least 2 years of people management experience
At least 2 years overseeing and altering infrastructure of email/call center communication
Highly proficient in using spreadsheets to create and present analysis, auditing, and reconciliation
Experience leading, developing, and mentoring staff

Call Center Manager Resume Examples & Samples

Familiarity with Call Center operations specifically pertaining to the in-bound and the launch of new products within call centers
Experience in preparing reporting documentation on the performance of call center
5-7 years of experience in call center operational management

Call Center Manager Resume Examples & Samples

Foster a culture of accountability to actualize organizational and strategic goals: Maintain efficient and effectively functioning call center. Link performance expectations of all areas of responsibility to the Regions strategic goals. Motivate staff to meet or exceed all program and department goals. Collaborate with supervisory staff to ensure accountability of staff. Apply internal and external best practices. Ensure employee safety and quality of care and services. Support the Labor Management partnership. Provide leadership and monitoring of Operational initiatives that support the mission and values of the Region
Run a fiscally efficient operation: Optimize call center's employee productivity. Minimize unscheduled absenteeism. Control labor and non-labor budgets. Maintain building and equipment. Meet regional and federal compliance standards
Foster a member-centric culture: Balance supply and demand needs for support services. Facilitate customer service excellence. Enable staff to achieve results by providing information, encouragement and discretionary authority. In collaboration with Administration, Providers, and Labor identify and implement initiatives to improve patient access and appointing
Coordinate and manage staff: Hires staff for service excellence and technical expertise. Trains and requires staff to meet full job descriptions. Fosters a positive work environment. Work collaboratively with Labor
Must have a minimum five (5) years of experience in customer service in a call center environment
Must have a minimum four (4) years of supervisory and/or management experience
Minimum five (5) years of customer service experience in a contact center in care delivery or health plan setting preferred
Minimum four (4) years of work related experience in dental or clinical care setting
Thorough knowledge of health care environment
Working knowledge of labor/contractual agreements

External Call Center Manager Resume Examples & Samples

Perform the required work to support external call centers effectively execute campaigns, new and existing
Assist in the preparation of the annual marketing strategy, budget and business plans for the DTC unit. Maintain awareness of the competitive environment, insurance industry, and key industry regulations which may impact program(s) and/or business model, and overall strategic objective
Be able to recommend and manage outsourced partners who would call or take calls on behalf the company
Formulate sales center partnerships, strategies and plans aligning with the department's larger strategic objectives
Oversight of existing partners to service current and active business as appropriate
Work with various internal and external agencies to formulate sound test designs that validate new programs or changes in existing programs
Guide or participate in the generation of outsourced sales center processes supporting leads generated via Internet, mail, telemarketing, print, and television marketing campaigns
Heavy collaboration with internal and external teams to ensure processes, disclaimers, training, call guides, etc maintains Brand and compliance standards
Support product marketers with analyzing and reporting on program performance, including variance analysis and proposed course corrections, to Marketing Product Line Managers and the Senior Marketing Leadership team
Communicate to required constituencies, both within and outside of the department, ensuring key partners are aware and informed of the department's strategic direction
Aide in marketing research projects, such as focus groups and online or phone surveys, designed to positively impact product design, creative development, sales improvements and competitive awareness
Support other teams as needed
This job posting is reflective of the Manager essential functions, qualifications, and physical requirements. The Sr. Manager level has variable essential functions, qualifications and physical requirements. Competency and skill set will determine level of placement within the posted job family
2+ years of call center management (sales emphasis)
5+ years call center experience (sales)
Results driven, self motivated team-player
Strong presentation skills, with the ability to present to senior management
Strong communication and human relation skills
Excellent customer interactions skills in a sales and service environment
Expert understanding of sales and call center principles
Competent financial and analytical discipline
Demonstrate good strategic thinking and problem solving skills, as well as the ability to make sound business decisions
Ability to manage multiple projects, deadlines and priorities
Ability to work both independently and as part of cross-functional project teams
Bachelor's degree in Marketing, Business, Communications or related field
1-3 years of experience within corporate, product and/or sales distribution marketing
Sales experience within insurance, banking or financial services
Experience in campaign execution across diverse marketing channels
Demonstrated successful experience with outsourced sales center management

Call Center Manager, Verification Services Resume Examples & Samples

Support account management and client needs via various levels of interaction including conference calls, email correspondence, face-to-face visits, presentations, and investigative reporting/issue resolution to ensure client retention and satisfaction
Maintains oversight of operational metrics analysis and reporting to support product and team
Provide timely and professional communication to clients, account managers, direct reports, and senior management to effectively support team and company goals
Support the implementation of company directives and processes to meet internal/external customer needs such as retention and satisfaction related to the success of the verification services process
Implement and maintain process improvement initiatives as related to system and employee development through the monitoring/streamlining of current operating procedures
Provide leadership, direction and supervision to a team of processors and associated Team Leads and/or other supporting personnel
Conduct annual evaluations of team members and provide feedback and monitor departmental performance; address performance issues via one-on-one meetings and implementing performance improvement plans
Evaluate ongoing staffing requirements by reviewing productivity reports, evaluating client provided volume forecasts, and hiring and training new employees to meet these requirements
Coach and mentor team members including the facilitation of on-the-job training to develop job skills and effectively address client concerns and meet client needs
Bachelor’s Degree preferred or Associate’s Degree with equivalent experience
5+ years experience in both people and process management. Preferred supervisory or lead experience with a strong emphasis on customer service
Experience within call center environment is preferred
Understanding of PC functions, including Windows-based applications and ability to learn/understand internal Verification Services technology/systems
Required to work on site in West Des Moines, IA office
Strong emphasis on collaboration and team building
Ability to perform multiple tasks at the same time
Ability to respond quickly to unexpected changes
Ability to deal with people in a professional and courteous manner
Ability to communicate and motivate individuals in the department
Experienced with Microsoft Office platform (Word, Outlook, Excel, PowerPoint)
Creativity and optimism
Ability to interact in written and oral form with clients, state agencies, and all levels of company personnel
Ability to handle high volume of work and work under deadlines
Excellent analytical skills, problem solving and decision making abilities
High ethical standards
Ability to follow policies and procedures; complete administrative tasks correctly and on time
High level of organization and multi-tasking abilities
Ability to handle a high volume of work and work under deadlines
Self-motivated with high level of initiative
Demonstrated ability to analyze data and develop appropriate presentations for various audiences
Relies on experience and judgment to plan an accomplish goals
Performs a wide variety of management tasks while delegating work appropriately

Call Center Manager Resume Examples & Samples

Bilingual English/Spanish - must be able to speak, read and write in both languages without limitations or assistance
Intermediate knowledge of MS Word and Excel and PowerPoint
Ability to travel 50% within the Tampa and Orlando area
Ability to demonstrate critical thinking
Ability to demonstrate prior experience with team engagement

Call Center Manager Resume Examples & Samples

Plays an active role in day-to-day management of the Project so as to be knowledgeable and aware of all issues, concerns, and requirements
Manage staff assigned to all call center and mailroom business activities, and plans and coordinates day-to-day operations of the Contact Center and Mailroom operations
Manage a team of diverse individuals, including Supervisors and Specialists, focused on one of the primary initiatives as defined by the client
Approve timesheet, develop team schedules and other assigned duties
Manage workload distribution and other personnel matters
Assigns and reviews the work of staff for completeness, accuracy, and application of regulations and plans and controls workload to assure quality of service
Trains, coaches, counsels, and mentors staff members so they can efficiently and effectively perform their jobs, and conducts regular unit meetings
Ensures that problems are resolved with employees and handles any complaints
Facilitates communication on all contract and operational changes, including applicable corrective and preventive actions, to members of the Project Management Team
Performs other duties as assigned by leadership
Bachelor's degree from an accredited college or university required
At least four (4) years of experience in managing Tier I and Tier II call center functions for a health care-related organization required
Two (2) of the four years must include managing health care provider enrollment call center support required
Ability to perform comfortably in a fast-paced, deadline and detail oriented work environment
Ability to successfully execute many complex tasks simultaneously
Ability to work as a team member as well as independently
Experience working with State of Maryland Providers and programs; knowledge of Maryland health care programs and regulations preferred

Call Center Manager Resume Examples & Samples

5 or more year's experience in Reservations/Front Office Supervisor or Management position. Good working knowledge of Microsoft Office (including Outlook, Word, Excel, Power Point)
RDP experience preferred
Success-driven and able to achieve specific reservations sales targets and maximize sales opportunities. Highly flexible in finding solutions to both guest and associate issues

Call Center Manager Resume Examples & Samples

Associate or Bachelor’s degree in human services/liberal arts or health care or equivalent experience
4+ years of call center experience
Knowledge of the health care industry
Knowledge of managed care and / or member services
Working knowledge of Medicare and Medicaid programs and experience with regulatory requirements and reporting
Experience with call center technology
Proven project management experience is required
Demonstrated experience in managing a call center staff including recruitment, education, and training
Proficiency in Microsoft Office products (Outlook, Word, Excel, PowerPoint)
Supervisory/ management experience in a managed care or HMO setting

Revenue Administrator Iv-call Center Manager Resume Examples & Samples

Applicants may substitute graduate education in an academic field related to the required experience from an accredited college or university at the rate of one year of education for one year of the required general experience
Candidates may substitute U.S. Armed Forces military service experience at a rank of Corporal/Petty Officer or higher as a commissioned officer in accounting and budget classification or accounting and budget specialty codes in the tax examining field of work on a year-for-year basis for the required experience and education
For education obtained outside of the U.S., you will be required to provide proof of the equivalent American education as determined by a foreign credential evaluation service. If you possess a degree obtained outside of the United States, please submit a detailed, course-by-course evaluation report from one of the U.S. equivalency evaluating members identified at http://www.naces.org/members.html
Experience with multiple tax types and preparing federal and/or state tax returns
Customer service experience/ability to deal with the public
First and Last Name
Recruitment Number (located at the top of the bulletin)
The last 4 digits of your SS#

Sales Call Center Manager Resume Examples & Samples

Oversees Sales and Sales Support team in an inbound/outbound B2B sales environment
Promotes a positive Sales Environment that includes healthy competition, tiered recognition and celebrates individual and team successes
Monitors operations to ensure adherence to lead contact strategies, service level standards and company/department policies and procedures
Evaluates the quality of Sales and Support calls from customers; provides feedback to reps on strengths and areas for improvement
Provides coaching and mentoring to contact center supervisors and team leads and occasionally to Representatives
Tracks and reports contact center performance against objectives and goals (i.e. quality, call volume, lead management, sales goals, customer satisfaction, etc.)
May serve as a back up to more senior Sales Call Center management in their absence
Considerable Sales Management Experience in an inbound / outbound call center
B2B Sales Management experience preferred
General skill in the use of MS Office and other standard software applications required to perform the job duties

Call Center Manager Resume Examples & Samples

Manages customer service agents at a specified site
Review the daily statistics across all agents to ensure compliance with all set metrics and measurements of the call center
Manages all aspects of internal tracking systems and processes as assigned
Performs quality control reviews as needed
Manages vendors used in conjunction with departments under management as assigned
Strong customer service and advanced problem resolution skills
One to three years of Customer Service management experience
Comprehensive knowledge of technical aspects of HOA, including applicable legal, regulatory and accounting issues
Good working knowledge of MUB operations and support structure
Experience leading meetings and facilitating information exchange with internal and external business partners
Familiarity with budgeting and financial control
Demonstrated ability to overcome obstacles, gain consensus and implement solutions
Project management and analytical skills
Demonstrates the following core competencies: Deliver extraordinary customer experiences, drive for results, communicate effectively and professionally, balance risk with opportunity and influence and inspire others

Call Center Manager Resume Examples & Samples

Develop, lead and motivate the Customer Service Representatives through coaching and influencing to take accountability for assigned work. Contribute to the overall direction and management of the Call Center
Review work process to recommend and implement enhancements. Monitor employee productivity, and generate appropriate progress reports. Track and analyze key operating metrics
Ensure an excellent customer experience measured through quality monitoring that supports the business model including retaining and building customer satisfaction
Drive employee satisfaction through consistent communication, conducting effective team meetings and helping each team member feel a sense of confidence and control
Identify opportunities for improvement on work processes, formulate proposals and make recommendations
Build and maintain a strong working relationship with HR Business Partners, HR Leadership Team
Provide positive feedback, coaching and counseling to your employees, disciplinary actions as necessary. Plan, monitor and evaluate employee job performance, and conduct performance appraisals
Serve as a coach and mentor for those in the Shared Services Call Center team
Some international and domestic travel
Minimum of six (6) years relevant working experience and managerial experience
In depth experience with HR supporting technology, knowledge of the processes within the HR services organization
Results orientated, problem solving, (project) management, customer orientated
Proficient in the use of Microsoft Office Suite, SAP
Ability to communicate at all levels, both written and verbally
Master’s Degree in Business Administration a plus
ADP Pro Business, PeopleSoft, and Lawson preferred
Demonstrated People Management skills
Analytical Thinker
Keen understanding of metrics
Demonstrated Problem Solving Skills
Ability to travel 1-2 international trips per year and travel 15% domestic trips

Call Center Manager Resume Examples & Samples

Manage a staff of Team Leads with direct reports
Establish and maintain training materials
Maintain liaison with all departments to keep abreast of policy and procedure changes
Assign work and ensure service level agreements are met
Represent the department on task forces and cross-functional teams
Oversee selection and training of staff
Supervise subordinates and perform formal reviews
Assist, guide, and train subordinate personnel in their assigned functions
Monitor and review Call Center programs used to measure department performance
Previous Call Center Management Experience Required
Demonstrate in-depth knowledge of property and casualty insurance and related documents
Licensed P&C agent
Must have experience with Microsoft Office products
Thorough knowledge of call center operations
BA or BS or equivalent experience required
Self-motivated and goal oriented
Able to communicate and work with senior management and staff
Able to train and develop new Vendor Compliance Reps
Works well with both staff and management
Able to triage calls, rapidly aiding customers and staff as needed
Patience and tolerance
Able to motivate staff and maintain a positive attitude
Must demonstrate good work ethics
Comfortable dealing with a wide variety of skill levels
Good public relations skills
Ability to defuse tense situations
Willingness to view overall corporate policy

Call Center Manager Resume Examples & Samples

Manage customer care center daily departmental operations as well as achievement of quality service level standards to ensure exceptional customer service
Plan work schedules for around-the-clock operations and assign staff to accomplish daily work by providing for variations in workload
Hire, develop, coach, support and mentor staff members in order to maximize employee performance
Effectively set and monitor departmental goals, ensuring that both service level and budgetary targets are achieved
Seek out departmental process improvements, and encourage and reward employee ownership in the development and integration of new processes
May participate or lead customer service initiatives or projects
Serve as highest level escalation point, responsible for solving most complex customer service issues
Foster and facilitate inter-departmental communications and share best practices and process improvements
Completing employee performance plans and monthly evaluations
RECRUITER MUST EDIT BASED ON LOCATION: Bachelors/Degree or equivalent experience; Typically requires a minimum of 5-7 years experience in financial services industry or customer service environment with a minimum of 2 years in a leadership role. (AP, Canada, LAC, US) OR Professionally qualified or equivalent with related professional experience or equivalent combination of education and experience. (CEMEA)
Strong leadership and decision-making ability, able to demonstrate a business presence appropriate for client contact and staff interaction, and must possess a sound foundation in the customer assistance service industry
A proven track record for making sound business decisions, setting direction and managing goals to success, achieving high quality operational results and customer commitment
Ability to manage and lead independently
Project management and organizational skills are required
Proven attention to detail
Able to develop, support, and retain a diverse & high performing staff
Strong customer service focus is required
Advanced knowledge of the payments business, VISA operating procedures and all Visa product lines
Proficiency in Microsoft Office products

Call Center Manager Resume Examples & Samples

Planning, organizing, directing, and controlling the activities of our strategic partnership with Capital One
Lead, manage, and oversee the operations of the Call Center, with special emphasis on customer care and experience
Develop strategies and tactics to ensure this Center reaches objectives
Drive increased NPS through focus on customers and customer care techniques
Develop call center/customer care policies and procedures that maximize productivity and profitability
Establish and ensure attainment of goals for customer satisfaction ratings, call center staff productivity, order and trouble shooting accuracy
Create and execute effective staffing model to meet stringent service level requirements
Provide timely feedback to Marketing on products
Minimum of 5-7 years management experience or equivalent experience in a Call Center environment where generating customer satisfaction is a key objective
Communication: excellent verbal, written, and listening skills
Interpersonal: ability to work effectively with others, including a diverse population
Problem solving: ability to constructively handle unexpected problems. Strong Analytical and mathematical skills
Decision making: ability to make sound decisions given the information available
Leadership: ability to lead people to accomplish objectives without creating hostility in the workplace. Takes initiative and demonstrates willingness to act with a sense of urgency
Subject-matter knowledge: customer satisfaction, clients, and systems
Bachelor’s degree preferred

Call Center Manager Resume Examples & Samples

Managing a team of call center representatives and directing their activities for the achievement of call center targets and goals
Developing and supervising a team of representatives and preparing their performance reports
Developing new lead targeting schemes, and scripting for the optimization of existing programs
Monitoring team performance to ensure that the call center goals are met and supporting call center quality and training efforts
Measuring and demonstrating the group productivity as well as the individual’s reports related to customer outcomes
Identifying and articulating reporting requirements, which includes targets, specific data, and anticipated outcomes
Identifying, recommending and supporting the implementation of various programs for the improvement of call center processes
Writing and conducting performance evaluations, making employment decisions, setting up performance goals and targets for assigned team
Promoting sales culture that encourages and ensures the staff satisfaction
Ability to maintain customer confidentiality
Solid communication skills and excellent interpersonal skills
Ability to think tactically and identify significant success factors
Previous experience with Call Center Management / Inside Sales is required
Knowledge of reprographics, large and small format printing is a plus

Scheduling / Call Center Manager Resume Examples & Samples

Responsible for direct supervision and leadership of 2-4 Team Leaders and their Teams
Maintains and improves scheduling center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analysis; managing system and process improvement, and quality assurance programs
Communicates job expectations by coaching and counseling employees and completes disciplinary action when required. Makes sure that policies and procedures are being followed
Meets Scheduling Center financial and performance objectives by estimating requirements, analyzing variances, and initiating corrective actions
Prepares Scheduling Center performance reports by collecting, analyzing and summarizing data and trends
Accomplishes organization goals by accepting ownership of new and different requests; exploring opportunities to add value to job accomplishments
Responds to Office New Patient issues and inquires quickly, professionally and accurately
Improve employee engagement and proactively identify opportunities to enhance the employee experience
Support communication and modeling of mission, vision, values and words to live by
Hours are flexible; priority given to those with flexibility to work evening hours and Saturdays
5-7 years of call center management experience
Successful at managing teams of 40 or more agents
Proven ability to effectively and proactively manage change and implement process improvement
Previous experience with software packages including Excel, MS Word and Power Point
Previous experience working with call center software including ACD, QCM, and WFM products
Professional and efficient verbal and written communication skills
Ability to effectively coach, train and develop Team Leaders and Scheduling Center Agents
Cooperative, professional and effective interaction skills with co-workers, company staff and visitors
Ability to prioritize and organize multiple tasks
Excellent analytical ability

National Call Center Manager Resume Examples & Samples

Associates Degree Required. Bachelor’s preferred
Minimum of 3 years call center and/or customer service experience
Strong interpersonal skills with student and staff populations
Superior organization, prioritization, and self-motivation skills
Strong computer skills. MS Office Suite
Ability to interact effectively as either a leader or as a member of a team and work collaboratively with other departments
Ability to listen to customers (e.g. staff, etc.) and to understand and respond positively to their requests
Ability to adapt to changing assignments and multiple priorities
Ability to manage multiple tasks and successfully meet deadlines

Call Center Manager Resume Examples & Samples

Eight years of management experience within a telephone call center operated by a government agency*. This experience must include directing and coordinating projects, or process improvement initiatives. It must also include two years of experience in direct staff supervision
A master’s degree may substitute for an additional one year of experience (equates to five years total experience)
Bachelor’s may substitute for up to four years of experience
Associate’s for up to two years of experience
A government agency is defined as a department, office, or commission that is part of the

Call Center Manager Resume Examples & Samples

Must be an excellent communicator, both interpersonally and in writing. This position requires a problem-solver who is quick thinking, detail-oriented, and able to manage conflict in a constructive positive manner
High proficiency with a variety of technologies and web-based applications. Must be proficient in Microsoft Office, particularly Word and Excel
Organized self-starter with at least five years of experience in the management of a diverse workforce. Must be able to apply WSF policies fairly and consistently across the board
A bachelor's degree involving major study in journalism, communications, public relations, or closely allied field

Call Center Manager Resume Examples & Samples

Strategically manages the call queue ( ITC/TCU's, DWPs, Compliance, Pipeline etc)
Resolves compliance & technical work items that drive intab performance
Maintains and monitors the pipeline (ensures it is assigned and reviewed daily)
Manages 10-15 Panel Relation Specialists (PRS)
Works with PRS to establish strong relationships with households during Habituation period
Coaches PRS on methodology & troubleshooting skills
Ensures metrics are met/exceeded
Applies compliance force-out rules on a daily basis
Reviews various discrepancy reports on a daily basis
Ensures appropriate staff in Habituation, Compliance & Service
Reviews and drives the quality of PRS work & productivity (utilization rate, bonus index, abandoned rate etc)
Escalates potential red files
Handles Research Studies & Cross Platform projects
Identifies process improvement & strategies to drive the business
Responsible for motivating staff & establishing strong cohesive teams
Determines the daily priorities of the market based on the broad objectives of the local management
Monitors and analyzes data which is reported from faulting homes. Determines appropriate corrective action
Manages PRSs: Provides supervision & direction to the PRS
Maintains adequate office staffing levels
Facilitates training of office personnel
Manages HR issues amongst staff
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

Call Center Manager Resume Examples & Samples

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. Develop and maintain customer satisfaction measurement tools and knowledge base program
Selects, trains, and develops an effective and efficient staff
Recommends salary adjustments, promotions, transfers and dismissals
Administers all Company policies and procedures, communicates to staff, interprets, as necessary, and ensures compliance and safety
Monitors and ensures that team members are performing their functions safely and productively. Makes recommendations for changes or improvement, when necessary, in order to prevent accident or injuries
Monitors department work productivity, reports on trends, and recommends and implements changes to continually improve work productivity
Develops staff and/or supervisors, if applicable, particularly in the management techniques of planning, organizing, leading and controlling through continued coaching and feedback on performance
Monitors service delivery and customer satisfaction levels
Ensures that operational and customer related functions of the Contact Center are completed timely, accurate and sufficient to meet standards
Meets with the key team members regularly to discuss and analyze productivity and service
Ensure continual improvement of productivity standards and team member performance in order to achieve all financial/budgetary and service goals
Formulates Contact Center administrative policies, identifies inconsistencies and develops action plans consistent with Stericycle’s Customer 1st vision
Ensures that client, representative and systems issues are escalated and communicated to the appropriate team, as required
Provides sound forecasting data
Reviews and works with Supervisors in developing an analyzing reports to monitor the overall operations and performance of the Contact Center (e.g. Quantify Data, Trending KPI’s, etc.)
Drives process improvement and client retention initiatives by utilizing continuous improvement practices
Education equivalent to a Bachelor’s degree or the equivalent in related work experience
Six or more years of progressive management experience in a high-volume Contact Center environment with proven ability to manage and supervisor level in addition to front-lint staff
Demonstrates superior customer service skills and knowledge of Continuous Quality Improvement practices. Demonstrates the ability to manage within an established budget as well as strong knowledge of budgetary processes, P&L statements, asset management, and project management
Demonstrates intermediate to advanced knowledge of Microsoft Office products including Word, Excel, PowerPoint, and Outlook
Must be able to input, monitor and manipulate data within these applications

Call Center Manager Resume Examples & Samples

Provides proactive management and support to the Call Center Team by
Associate’s degree (A.A.) or equivalent from two-year college or technical school or equivalent combination of education and experience
Five years customer service experience, strong interpersonal and communication skills and three years management experience
Proficiency in Microsoft Office products including Word, Excel, PowerPoint and Outlook
Knowledge and understanding of branch banking and operations software applications
Excellent organizational skills, attention-to-detail and ability to effectively prioritize and follow- up in a timely manner required
Ability to work non-traditional shifts to ensure departmental goals are achieved
Ability to work with Cisco Unified Call Manager
Certifications and Licenses

Call Center Manager, BPO Resume Examples & Samples

Develop and maintain strong partnerships with all levels of the call center vendor leadership team through weekly meetings with Sr. 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
Vendor management experience preferred
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

Clinical Call Center Manager Resume Examples & Samples

Supervises and directs daily operations of the Regional Access Services Call Center which provides 24 hours a day seven days a week service. Daily operations are regional in scope and include medical advice, paging services, pap tracking services, and appointment making for Primary, Specialty and Ancillary Services. This includes: Managing schedule requirements. Resource to all staff. Resolving problems raised by members and providers. Ensure monitoring requirements are met. Ensure medical advice acts as extension of Health Care Team. Oversees supervisor liaison program to medical facilities to promote continuing co-operation/interaction of the Clinical Call Center, HCT and providers. Solicits physician input, feedback, and satisfaction as an extension of the HCT on an ongoing basis
Assists in the management of direct reports including the selection, development, support, and mentoring of nursing and clerical supervisors
Facilitates supervisor communications and promotes consistency across all RAS operations to better meet member needs
Works with Human Resources and direct report Supervisors in the recruitment, hiring, orientation, disciplining, counseling and evaluation of staff
Works with the Call Center Analyst to develop and interpret accurate and useful data on phone performance. Uses data to establish individual, team and department performance standards. Evaluate individual, team and department performance; uses data to motivate staff to meet, sustain and surpass performance goals
Works with Assistant Call Center Administrators, analysts, and QA department to identify trends, develop QA programs based on areas requiring improvement
Works with Medical Center Administrators, Clinic Coordinators and physicians to investigate and resolve patient concerns. Handles exceptions to routine clinical call center procedures to accommodate member needs; transmits information to staff regarding center changes i.e.: staffing, contract points, phone numbers, and procedures as needed
Responsible for implementing the disaster recovery systems to ensure that service to members continues with minimum disruption when phone systems, electricity, and mainframe computers go down. Requires assessment and diagnosis of problems, directing and escalating resolution to a variety of departments, vendors, and public utilities, activating backup systems, notifying the rest of the region, moving center staff to the emergency sites and resuming normal operations when systems return to service
Responsible for Clinical Call Center on-call rotation to serve as a resource for Clinical Call Center staff
Provides input into developing annual budget proposals
When needed, works with Union Representatives and Shop Stewards to resolve contract issues; disciplinary action resolution; and resolution of employee grievances
Provides assistance with input and reviews of all staff evaluations done by supervisors
Organizes and conducts supervisory meetings and may participate in staff meetings
Actively participates in the Labor Management Partnership
Minimum two (2) years of supervisory experience required, some portion of which must have involved significant volume phone operations and/or appointment booking; demonstrated leadership ability with proven record of producing results, satisfying customers, meeting performance goals, and incentivizing staff; experience supervising or leading employers required
Minimum one (1) year of experience interpreting or using statistical reports to measure and evaluate individual and group performance required
Minimum one (1) year of Call Center, health care, or customer service experience preferred
Experience with telephony, PCs, queuing theory, forecasting, and scheduling
RN license for appropriate jurisdiction for nurse applicants preferred
Familiar with use and interpretation of quantitative statistical reports and analysis
Computer literacy (spreadsheets)
Understanding of health care organization, provider needs highly

Call Center Manager of Customer Service Resume Examples & Samples

Minimum of 5 years progressive experience in a call center environment
Minimum of 5 years’ experience in the health care industry
Minimum of a high school diploma; BA or BS preferred
Knowledge of Managed Care processes
Strong knowledge of Microsoft Office, including Word, Excel, PowerPoint and Outlook
Critical thinking skills and the ability to analyze and present data

Call Center Manager Resume Examples & Samples

Ability to lead a team and demonstrate the company culture
Ability to communicate with all levels of employees within the Company
Ability to read and analyze a wide range of reports relating to the performance of the call center
Ability to effectively manage the call center team, but setting and managing goals and targets
Maintain a professional demeanor with team and clients
Continue to grow and expand knowledge base by attending trainings and educational workshops

Call Center Manager Resume Examples & Samples

3+ years of experience in a call center manager role
Experience in the healthcare industry is a plus!
Experience in an inbound call center
Experience with employee development and management

Customer Service Call Center Manager Resume Examples & Samples

Supervise staff within one or more operations departments
Maintain proper employment levels through selecting, interviewing, and training of personnel; conduct performance management activities within each assigned area of responsibility
Maintain high levels of performance for customer service metrics including: call answer rate, call quality, customer service ratings, order accuracy, etc
Manage and improve operational processes, policies, and systems in support of the organization’s mission and to improve efficiency and quality
Maintain effective inventory control processes which includes inspecting and maintaining quality and standards of goods and supplies
Create reports, metrics, and budget plans for the organization, as assigned
Contribute to long- and short-term organizational planning which includes planning for initiatives geared toward operational excellence
Work closely with other departments within FramesDirect.com to ensure effective execution of new programs and offers
Negotiate and coordinate with vendors and suppliers, as needed
Excellent computer skills and proficient in Excel, Word, PowerPoint, and Outlook
Experience in customer service improvement in a call center environment
Demonstrated leadership in managing people and projects
Excellent interpersonal skills and a collaborative management style
A demonstrated commitment to high professional ethical standards and a diverse workplace
Ability to look at situations from several points of view and make good judgment calls
Persuasive/influential regarding details and facts
Process improvement minded
Delegate responsibilities effectively
At least 5 years experience in operations management in call center and customer service management
Optical experience is preferred but is not required

Call Center Manager Resume Examples & Samples

Facilitates the development and implementation of goals and performance standards
Manages processes and projects that are aligned directly to operational goals and budgets
Works closely with the appropriate parties to implement high level quality and performance management initiatives
Ensures corporate initiatives are implemented to achieve optimum results
Establishes objectives, schedules, and cost data of business function being managed
Applies a comprehensive knowledge of a particular field of specialization to the completion of assignments
Directs, develops and implements appropriate changes in area(s) policy and procedures under the guidance of the Sr Manager and/or Director
Acts in a Liaison Capacity with other areas and business units to implement and communicate business strategy as it relates to Operations
Responsible for managing and oversight of training and reference materials including content, work instructions, and tools necessary for associates consumption
Identify, implement, participate, and lead process improvement initiatives
Manages or oversees new implementations for the business like expansions or integrations
Acts as a subject matter expert for the lines of business assigned
Required 5+ years of experience in a related field based on operational area
Required 2+ years experience in leading/supervising others
Preferred Other Previous experience in a healthcare environment
Required Other Strong experience in the areas of customer service and Call Center management at the leadership level, and a deep understanding of interrelationships between Call Center, Health Services, Provider Relations, Sales, Vendors, and Claims and their impact on the success of the health plan as a whole
Preferred 6 months of experience in Project management
Intermediate Ability to lead/manage others
Intermediate Demonstrated analytical skills
Intermediate Other Strong knowledge of call center planning and the ability to create and implement a capacity plan that meets goals
Advanced Other Strong knowledge of modern call center systems and ability to utilize them to their maximum potential
Intermediate Other In-Depth functional knowledge and broad multi-functional knowledge
Intermediate Ability to drive multiple projects
Intermediate Demonstrated project management skills

Call Center Manager Resume Examples & Samples

Develops call center systems by developing customer interaction and voice response systems, and voice networks; designing user interfaces; developing and executing user acceptance test plans; planning and controlling implementations
Meets call center financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions
Perform any other duties as assigned to deliver impactful results and add value to the organization
At least 7 years of experience in Call Center management, and services delivery functions
At least 5 years of management level
Bachelor’s degree or higher in any field
Superior interpersonal and communication skill in English and Thai, both written and spoken
Understanding of point-of-sale payment terminals and solutions is a plus
Understanding of EDC payment terminal app is a plus
Understanding of the SQL or MS Access database is a plus
Provide proactive solutions to sustain and Timely Decision Making
Demonstrated ability to think strategically, turn information into effective strategies to support business needs
Demonstrates good judgment in selecting methods and techniques for obtaining solutions
Ability to work independently and within a team environment
Strong organizational and multitasking capabilities
Ability to work in a fast pace environment is a plus
Ability to work effectively in a complex and dynamic environment
Analytical skills to solve complex problems

Call Center Manager Resume Examples & Samples

Ensure callers are treated with courtesy while respecting the callers’ rights to privacy
Correctly enter data into software system to record transportation type, pickup time, appointment times, addresses, provider assigned, etc
Meet or exceed established performance requirements
Adhere to work schedule in order to handle the call volume and contractual requirements
Interview and staff call center

Call Center Manager Resume Examples & Samples

Manage call center operations
Ensure compliance with state and regulatory requirements
Identify new opportunities for process development
Develop and implement interventions to address deficiencies and negative trends
Oversee and monitor performance and productivity standards for the department against contractual and corporate standards
Participate in recruitment efforts and training of Member Service Representatives and supporting staff as applicable
Maintain, develops and enforces department and company policies and procedures
Supervise and lead all direct reports
Complete Monthly Coaching Sessions, Performance Evaluations, counseling and disciplinary actions in a timely manner
Conduct face to face interactions with members as needed
Participate on workgroups and/or committees at plan or enterprise level
Produces regulatory reporting, including execution of internal/external Corrective Action Plans
Participate in audits including but not limited to state, internal compliance, NCQA and HEDIS as applicable
Handles special projects or other duties as assigned
Minimum of 3 years call center operations supervisory or managerial or related experience
Experience working with regulatory agencies such as state, Federal agencies or NCQA
Experience working in managed healthcare or claims processing

Call Center Manager Resume Examples & Samples

Leads supervisors and agents in a positive and progressive manner while driving required production
Demonstrates proficiency in the navigation of the dialer, which includes, but is not limited to, facilitating assistance with agents log on's, monitors agents calls for script adherence and coaching agent on techniques to improve sales skills (minimum of five coachings per week required), looks up call history, monitors time zones, loads leads, and coaches and develops agents generally on script compliance to meet or exceed sales objectives
Aids the Floor Manager in coaching, training, and ensuring minimum weekly booking standards of each agent and team
Responsible for weekly supervisor accountability reports
Ensures legal compliance in all facets of operations
Manages supervisors and team members and provide supportive leadership for all aspects of operations
Maintains working knowledge of all company programs and resorts and is well-versed in all facets of the packages offered
Monitors agent calls for script adherence and coaching agents on techniques to improve sales skills
Provides individual and group training as needed based on work product evaluation
Ensures timekeeping accuracy in Oracle for all team members and prepares payroll and commissions
Ensures compliance in rules of dialing, script adherence, representations by agents, verifications of all packages, reservation procedures and, in general, company policies and procedures and adheres to general guidelines as they relate to the Do Not Call List and adheres to all company qualifications
Manages priorities and activities of all marketing channels
Communicates effectively to supervisors and agents new direction, policies and communications from senior management
Reviews and communicates to supervisors and agents budget shortfalls and develops action plans to meet requirements
Provides reporting and analytical statistics, prepares reports on production and fiscal metrics
A minimum of six (6) months of experience in the customer service field required
Ability to be highly self-motivated
Able to maintain confidentiality in all facets
Able to work in a fast-paced environment
Ability to maintain a flexible work schedule including but not limited to, mornings, evenings, weekends, and holidays
Must be able to operate general office machinery, (i.e. phone, computer, copy machine, fax machine)
Ability to take initiative and effectively adapt to changes
Able to use sound judgment; work independently, with minimal supervision
Competent in public speaking

Call Center Manager Resume Examples & Samples

In conjunction with the Sales and Marketing leaders, design and create a training program for call center associates to include written training materials
Designs and reports individual and departmental performance metrics for continuous improvements
Ensures that work resources are reviewed and updated as needed
Provide insight and analytics to identify root cause of challenges and partner with business process owners to drive resolution
Ensure cross functional collaboration to drive performance

Call Center Manager Resume Examples & Samples

Bachelor's degree in business or related field of study (i.e. Accounting or Communication) and minimum of 2 years management experience in insurance or call center industry
In lieu of a degree, minimum of 5 years’ experience in insurance or call center industry including 2 years of management experience
Excellent time management skills and ability to multi-task and prioritize
Advanced PC skills with a working knowledge of spreadsheets

Claims Call Center Manager Resume Examples & Samples

Communicate effectively with internal and external customers via various channels
Diffuse escalated situations and address issues and/or complaints
Achieve an understanding of various processes and technologies and remain current on constant updates
Measure performance and create/execute improvement plans and goals as needed
Analyze call center data to form conclusions and recommendations
Actively identify areas for continuous improvement and communicate ideas on implementation
Oversee the daily, weekly and monthly planning to ensure call center goals and metrics are met
Facilitate and delegate special projects
Assist with day-to-day call center duties, including front-line duties, as needed
Interview and hire qualified call center candidates
Manage own career development by soliciting feedback and valuing other perspectives
Bachelor's Degree or in-lieu of degree equivalent education, training and work-related experience
3+ years of experience in a call center environment
5+ years of experience as a supervisor, manager and/or leader
Possess a practical understanding of workforce management (i.e. calculate necessary staffing to meet department goals, desired output and desired expenses)
Effective organizational and time management skills with the ability to work under pressure, adhere to project deadlines, multi-task and pay attention to detail
Excellent interpersonal skills with the ability to establish working relationships with individuals at varying levels within the organization and contribute to a positive work environment
Ability to travel up to 10% of time
Proficient in Microsoft Office (Word, Excel, Outlook, PowerPoint) and basic internet skills
Ability to problem solve, think strategically, make decisions and empathize with others
Must possess effective verbal and written communication skills
Ability to work independently with little supervision; a self-starter attitude
High degree of initiative, mature judgment, personal accountability and discretion
Possess solid knowledge of structure, functions, flow and procedures of the Claims Call Center and how it connects to the Claims Department as a whole
5+ years of experience in the Insurance Industry
Obtain and maintain appropriate licensing, professional designations and/or educational requirements (i.e. Active Property & Casualty License)
Ability to speak Spanish (Bilingual)

Fs-call Center Manager Resume Examples & Samples

The incumbent has indirect responsibilities for approximately 200 employees, and direct responsibilities for 50+ employees, while managing the daily operation of the Call Center
Ensures the highest caliber of candidates is hired for the Call Center. Works with the HR training staff to make certain that employees are properly trained. Continually monitors and evaluates employee performance, to ensure employees move through the progression career path
Ensures all regulatory changes or additions are implemented in the department on time and all staff is properly trained
Evaluates individual performance, determines trends, analyzes strengths and/or weaknesses and develops training programs for improvement
Monitors loan origination and cross-selling opportunity of the Call Center Representatives. Involved in the escalation process for loan appeals and makes appropriate and expeditious recommendations that are referred to the Centralized Lending department for final decisioning
Ensures quality controls are in place to actively monitor loan origination and cross-selling efforts. Analyzes and reviews loans to identify trends and recommends up training for employees as needed
Monitors quality of credit, including application volumes, approvals, and effective cross selling and declinations and keeps Senior Management advised
The stress level in a high volume, high activity loan/call center can be substantial. The incumbent is expected to operate at a highly effective level in spite of significant work pressure. The incumbent is expected to be aware of stress levels amongst employees and facilitate processes that will help provide either temporary or long-term relief
Encourages the professional expression of varied ideas and viewpoints, and creates an environment where individual differences are valued and respected
Monitors adherence to lending policies, regulations, and service level standards. Provides monthly reports encompassing each of these items to Senior Management
Assists in the development of new products, policies and resulting technology changes
Opens doors and eliminates unnecessary barriers that limit the Call Center’s performance and leverages networks to obtain resources and support in order to get the job done. The incumbent is always available for direct member contact for handling unusual problems and complaints
Manages the day-to-day operations of the Call Center, which includes performing in depth analysis of staffing needs, reviewing extraordinary transactions, resolving member issues, managing employee conflict, and developing trend analysis regarding member demands. Has to be forward thinking for future development for the Call Center
Leads the preparation and publication of business cases/project analysis focused on proactive identification of operational efficiencies, resource planning requirements, and innovative technology solutions to include detailed productivity analysis, capacity planning, relevant ratios and measures for all alternatives required to make intelligent business decisions
Coordinates with Supervisors to ensure schedule adherence. Manages ASA, AHT, ACW, abandoned rate and service level ratios along with other important measurement standards to meet business objectives
Uses input from employee and member suggestions to improve service and processes
Have daily staff meetings to resolve issues impacting Call Center operations and ensure that all members with issues are contacted by the end of the business day
Ensures the completion of employee performance appraisals in a timely manner
Develops objectives for the team through team and individual goal setting sessions in the area of service standards. Performs the functions of project management for required programs
Challenges and supports employees in their development, and uses individuals’ capabilities and potential for the benefit of the team
Acts as a role model by taking ownership of personal career, vigorously pursuing own technical and professional development, seeking feedback from others, taking developmental risks, and/or sharing personal leanings with team
Have interactions with all levels of management, all departments, all branch locations, members and sometimes members of the Board of Directors
Incumbent might be called upon to represent VyStar at various public functions
The incumbent is expected to make decisions, in a team environment, that are in the best interest of VyStar and the member
The incumbent determines what call volume adjustments should be as the result of marketing programs, other department activities, seasonal trends, etc. Judgment is used in the cost effective scheduling of employees
Directs the day-to-day activities of the Call Center employees by ensuring schedule adherence and optimum performance
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
Focus Focus your full attention by carefully listening to and observing client or member
Connect Consistently be friendly and approachable. Demonstrate your care
Counsel Recommend solutions based on your member’s needs and objectives
Advance Ensure that member’s expectations were exceeded
A minimum of 3-5 years managerial experience in a financial institution is required, preferably in a high volume call center. The incumbent must have working knowledge of Call Center operations, job functions within a Call Center, prior experience with Call Center management systems and scheduling forecasting systems
Must be knowledgeable of leading edge call center communications systems, and thoroughly understand the economic impact call centers have on financial success of organizations
Strong analytical abilities with proven leadership skills required
The incumbent must possess a working knowledge of financial institution operations, a congenial attitude in dealing with people
Must be able to work in a team environment, handle member complaints, exercise sound judgment, evaluate complex technical information, and make and communicate decisions effectively
The incumbent must have strong proven analytical, organizational, problem solving, communication and time management skills
They must be detail oriented, self-motivated, and work well in a team environment
Prior experience in a Call Center management role, with experience including but not limited to credit scoring methodologies, underwriting, automated lending systems, and trend analysis is required
Assuming the above minimum experience, the incumbent would need six months to become functional in the position
Must be PC literate. Knowledge of MS Office (Word, Excel, etc) is preferred

Call Center Manager Resume Examples & Samples

Develop a culture of providing outstanding customer service
Develop call volume and manpower requirements in conjunction with the Contact Center Director
Make necessary changes in the staffing schedule based on day of week, sales promotions and Aspect data
Provide training for agents, insuring consistent application of company and client processes and procedures
Monitor and review individual productivity and quality of the Call Center customer service representatives and meet performance goals
Monitor, review and meet group productivity and quality performance goals
Monitor and review service calls to observe employee demeanor, technical accuracy, and conformity to company policies
Monitor calls to improve quality, minimize errors, and track operative performance
Develop an excellent relationship with Human Resources to insure consistent application of company policy, practices, and benefits
Foster and maintain excellent working relationships with the Client Services, Warehouse Operations, and Louisiana, MO Call Center
Develop agents through coaching and other motivational methods
Education includes an Associate Degree or higher
Strong verbal and analytical skills
Strong leadership and decision making abilities
Operational knowledge of Word Processing and Excel
Training Experience preferred

Call Center Manager Resume Examples & Samples

Report and communicate effectively across the organization
Effectively manage customer issues, working directly with suppliers and/or other departments as necessary to resolve problems
Provide ongoing feedback to Customer Service Representatives regarding performance (both positive and negative)
Identify communication gaps and effectively work to eliminate them by monitoring phone and e-mails in Que
Move Customer Service Representatives according to workloads within ques by creating reports to monitor and creating changes where needed
Assist with calls/customers as needed
Manage Customer Service Representative Schedule’s on a daily basis for arrival, breaks, lunch and departure as well as vacation and personal time usage
Identify and execute on process improvement plans to continually enhance top levels and efficiencies of the Customer Service Department
Efficiently work and manage assigned project tasks to meet established objectives
Regularly work with other departments, experts, vendors, customers, etc., both internal and external to the company, as necessary
Escalate issues appropriately with respect to business impact
Display patience with vendors and/or customers who make demands
Listen non-defensively and be open to constructive criticism; ask questions to clarify concerns
Confront difficult situations; maintains objectivity and keeps emotions under control in stressful situations
Create a clear definition of work to be delivered; ensure that delivery meets the given timeframe
Maintain files on each representative pertaining to attendance, production and reviews
Maintain open lines of communication to help foster a partnership
All other duties assigned by the Director of Customer Service
Degree in Business preferred, or 5+ years of equivalent experience required working various business functions
Minimum 2 years’ experience required working in a client relationship management role; experience in automotive aftermarket preferred
Ability to multi-task and manage multiple priorities in a deadline driven environment while remaining organized
Must be self-motivated and detail oriented
Independent judgement is required to plan, prioritize, organize and accomplish diversified work objectives
Excellent external and internal customer service skills

Call Center Manager Resume Examples & Samples

Build call center metrics for the team and each individual Call Center Representative
Monthly reps one-on-ones, business analysis, business planning
Answer customer calls, provide basic IT troubleshooting and open tickets as needed
Monitor call queues to meet performance standards and service levels for remote network resolution and timely technician dispatch
Ensure standard telephone techniques are used by the Customer Care Center team by monitoring calls and emphasizing professional customer service
Ensure proper service request documentation and management by the Customer Care Team
Maintain Customer Care Center team attendance, develop and implement Customer Care Team schedules to provide required coverage and service for customers
Provide support and coaching for the Customer Care Center team to respond to service requests with accurate and timely solutions on a day to day basis
Implement and contribute to the development of IT Service Management and ITIL processes to optimize performance and service delivered to customers
Be the escalation point to resolve day to day challenges for Customer Care Center team and customers
Evaluate, develop and ensure training of the Customer Care Center team
Ensure continuous communication from the Customer Care Center team to the customers until service requests are completed to the customer's satisfaction
Pro-actively review aged calls on a daily basis to ensure response times meet service levels and parts are received within 3 days
Demonstrate a high level of professionalism and efficiency to minimize customer anxiety and maximize customer satisfaction
Run reports, track data and report to Management as required
Support and assist the Field Service Managers and other internal entities as needed
People Management and Development
IT troubleshooting and analytical skills
IT Service Management and ITIL process development and implementation
Computer skills including Microsoft Office Products
Attentive to details and highly organized
Critical thinking skills to assist in problem-solving
Ability to handle more than one responsibility at a time
Over 5 years of service desk or customer service related experience in a call center environment
Over 5 years experience in direct supervision of a team of 10 or more in a call center environment

Call Center Manager Resume Examples & Samples

Shoulders primary responsibility for ensuring the highest quality customer experience for all contacts
Accountable for building internal and external customer loyalty by providing outstanding service which meets or exceeds quality, time service, and fiduciary expectations
Develops, coaches and motivates a team of supervisors to ensure all key metrics are met
Fosters an inclusive work environment that promotes associate engagement and development at all levels using the performance management process
Uses creativity and innovation to provide the training and skill maintenance programs required to meet and exceed customer needs
Creates and executes plans for expense management, staffing, service, technology and process improvements
Establishes collaborative partnerships with all levels within the company to be recognized as a center of excellence for the entire customer experience
Ensures departmental compliance with applicable regulations, policies and guidelines
Develops company programs and marketing campaigns designed to increase revenue, persistency, conservation, re-enrollments and retention
Leads or participates in work teams that identify and execute plans which result in new or improved operations and programs
Other related duties as assigned or required
Full people management responsibility (onsite and virtual team members), performance and compensation management, and training and development
8+ years relevant call center experience
3+ years of people management experience
Able to obtain FINRA 6 & 26 Licenses within 4 months of employment
Bachelor's degree in related field or equivalent experience

Call Center Manager Resume Examples & Samples

This position will involve leading a large call center team (100+) which provides customer service to agents and policyholders on insurance related products. The person in this role will be the face of the team to the end (insurance company) customer
Responsible for ensuring continued stabilization of processes and defining standard operating procedures. The incumbent will be responsible for developing operational and tactical plans to ensure adherence to contractual service level agreements
Ensures team is effectively staffed to meet required client service levels. Ensures optimal capacity utilization
Position involves a high level of client interaction and senior management interaction
Coordinate customer-client escalations. Manage work volume, headcount forecast, and cost-revenue analysis
Anticipates operational issues and develops preventative measures

Call Center Manager Resume Examples & Samples

We require all managers and associates to think 80/20. This means focusing on the 20% of the work that drives 80% of the value. In other words, always apply your effort where it will maximize output. You will be expected to prioritize all your projects using the 80/20 filter
30/30: Implement policies, standards, performance criteria and metrics to continuously improve productivity, service quality, and client and associate retention
On any project, we aim to reduce waste by 30% and increase productivity by 30%. While most companies might only focus on reducing expenses and cutting costs, we give equal attention to ways of improving throughput
90/10: Provide daily leadership, management and coaching of multi-site service and call center operations teams
At Solera, managers and associates are expected to take 90% of accountability for projects, with the remaining 10% assigned to colleagues. As an individual, you are encouraged to manage up – rather than waiting to be managed down, or avoiding responsibility completely
Analyze call center metrics, service levels and other performance indicators and recommend initiatives toimprove service levels, the work environment and to reduce expenses
Build and maintain effective relationships with clients and serve as the escalation point with clients when necessary
Partner with other cross functional leadership teams whose support is critical to insure service, quality and other company wide goals are attained: Development, Sales, Product Management, Human Resources, IT, etc
Develop, coach and motivate Service and Call Center Managers and front line leadership to improve and measure performance and foster a customer focused culture
Manage employee satisfaction thru frequent communication, goal setting, performance management and creating a positive environment of trust and clear expectations
BA/BS degree required
Minimum of 5-7 years of senior level management experience in high volume, fast paced customer service and telecommunications/call centers with teams of 70+ employees
Strong history of managing multi-functional teams across multiple locations and levels
Must have comprehensive understanding of service and call center metrics (to include KPIs) and technologies
Must be responsive to customer needs, possess a passion for quality and constantly raising the bar, and have a history of strong results
Must have experience managing and mentoring staff, providing constructive feedback and coaching, administering H.R. policies, conducting constructive performance reviews, and disciplinary processes
Must have compelling communication and influencing skills to win the support of senior management and influence strategic decisions
Must have strong analytical and customer service skills
Must have advanced computer skills (MS Word, Excel, PPT, and Outlook)
Must be willing to travel moderately (40%) by car/air with overnights required
Must be able to maintain confidentiality at all times

Call Center Manager Resume Examples & Samples

Manages, directs and ensures accurate scheduling of physician schedules
Hires, trains, monitors and evaluates staff
Oversees orientation/training including cross-training requirements to ensure staff availability/coverage requirements caused by vacations, sickness, peak loads
Monitor the accurateness of patient records and documentation of patient visits
Ensures positive customer service atmosphere and patient interactions
Performs scheduling and medical records tasks as needed
Promote a positive work environment and team spirit

Call Center Manager Resume Examples & Samples

Oversee Mason Messenger program to include monitoring overall program and who is calling when
Analyze historical data and current year statistics to include suggestions, recommendations, and solutions to running a more efficient call program
Responsible for productivity of calling campaigns, metrics that include total pledges/total dollars secured, contract completes and/or hours, completes per hour, and other internal budget metrics
Monitoring, measuring, and taking action when performance is not on pace to achieve key metrics
Enforcement of call centers policies and procedures
Devise ways to optimize procedures and keep staff motivated
Manage phonathon supervisor(s)
Recruit, hire, and maintain records of Call Center managers/students
Based on analysis of past calling, develop calling schedule
Upload appropriate data to Call Center database for student callers
Write scripts for students to use when calling various segments
Staff the Call Center on nights when students are calling
Serve as a liaison between Call Center and the Office of Annual Giving
Provide analysis of overall program on a weekly basis to the Director
Run and print pledge reminders to send to donors
Generate creative new ideas to keep student callers engaged
Tabulate and report gift data, including data analysis of calling segments with year-to-year comparisons
Create and run reports that will show weekly calling progress in a clear, concise manner to be presented to the Director
Work with Development Officers to provide stats, when requested; and
Handle all space and equipment issues related to the Call Center
Bachelor’s degree, or an equivalent combination of education and experience
Demonstrated experience working directly in call centers, university advancement, development, or college admissions
Knowledge of Campus Call software
Must be willing to be a team player and perform other duties as assigned
Computer literacy with Microsoft Office suite, and Adobe Dreamweaver and Photoshop
Be self-motivated, work well under pressure, and have the ability to multitask
Excellent written communication, and research and organizational skills
Ability to work in autonomous capacity, demonstrating professional and self-motivated qualities that enable achievement of personal and professional goals
Ability to analyze statistics and offer insight into statistical trending of call center/project
Strong working knowledge of Microsoft Office products
Demonstrated ability to learn new software quickly
Entrepreneurial skills and the ability to take ownership of calling centers, utilizing innovation and creativity to advance and improve productivity, are essential
Provide effective follow-up and follow-through regarding individual and team performance
Ability to reduce issues to core elements, and develop solutions using problem-solving and analytical skills
Must be able to work in an environment where the noise level is moderate; and
Ability to work nights and weekends, with typical work hours of 11:30 a.m.-8:00 p.m
Managerial or leadership experience working directly in a higher education fundraising focused calling center

Call Center Manager Resume Examples & Samples

Ensures adequate phone coverage including making decisions regarding scheduling changes
Evaluates the quality of customer service associates’ calls from customers; provides feedback to reps on strengths and areas for improvement
Serves as an escalation point for resolving the most difficult customer issues
Provides coaching and mentoring to contact center supervisors and team leads and occasionally to customer service representatives
Coordinates customer service activities with other internal functions
Tracks and reports contact center performance against objectives and goals, i.e., quality, call volume, customer satisfaction, etc
May serve as a backup to more senior customer service management in their absence
Working knowledge of workforce management practices and tools, e.g., scheduling software, quality monitoring software

Call Center Manager Resume Examples & Samples

Describe your background and qualifications and why you believe you would be a good fit for this position at he FCVC
In your most recent position, how was service excellence emphasized?
Describe a situation in which a customer or colleague was upset and the steps you took to resolve the issue to reasonable conclusion
Identify and plan staffing consistent with needs of patient population and budgetary requirements, accounting for growth within the Frankel CVC Clinics and Call Center
Bachelor degree in Health Services Administration, Public Health or related area
Two or more years of experience in an ambulatory care setting, including clinics/physician offices, or similar setting
Two or more years of experience in a cardiovascular service line
Experience working with a variety of roles, including faculty, advanced practice nurses, RNs and clerical/administrative personnel
Knowledge of University policies, rules, and regulations
Knowledge of Aspect phone system
Knowledge of University systems, including MiChart/Cadece (EPIC), Careweb, Microsoft Outlook, Word and Excel

Call Center Manager Resume Examples & Samples

Directs all activities associated with a full agenda of an operating department’s day-to-day production regimen
Manages overall staff administration, including Permanent or Temporary employee staffing models, recruiting, performance management, salary administration, with oversight of exempt and non-exempt staff
Ensures adherence to departmental budget
Determines and maintains appropriate organizational structure and staffing levels, achieves production goals and financial goals, and coordinates with other operational departments as needed
Provides training, coaching, mentoring to staff as appropriate and provide development opportunities to meet the organization’s future needs
Acts as an escalation point for teams, supporting all customers to ensure a high level of customer satisfaction
Designs, implements, and manages necessary operational workflows; meet internal and external SLA’s (Service Level Agreements)
Prepares, produces, and delivers management reports on a daily, weekly, or monthly frequency
Acts in a management capacity and participate as a member of the Operations management team
Supports and administers various departmental and corporate policies consistent with the company’s core values and philosophies
Ability to work proficiently with Microsoft Word, Excel, Power Point & Access
Ability to multi-task and prioritize
Ability to analyze information and use logic and process to address work-related issues and problems
Ability to provide direction and control to multiple teams; exhibit high initiative to get things accomplished; high organizational ability to juggle multiple priorities; proven leadership experience as a leader in charge
Ability to perform well in team environment, with staff at all levels, to achieve business goals
Ability to handle pressure and meet deadline-oriented project demands as well as manage multiple initiatives
Health care related certifications preferred, technical certifications preferred
7+ yrs related work experience with 4+ yrs in a supervising role. Health care background preferred, technical experience preferred

Call Center Manager Resume Examples & Samples

Trains and develops associates to increase effectiveness, quality of service, and customer retention
Directs all function-related activities within the scope of the operations. Defines and recommends objectives, develops short and long term plans and programs to support company goals and budgets
Ensures continuous review and analysis of processes and procedures to identify and implement operational improvements to enhance efficiency and customer satisfaction
Develops audit and quality assurance programs and strategies to ensure efficiency, quality of service and customer retention
Resolves customer problems escalated by supervisors
Ensures adequate staffing and productivity level to meet or exceed required performance standards
Ensures compliance with policies and procedures
Bachelor’s degree and 3+ years of customer service operations experience required, or an equivalent combination of education and experience 1+ years of supervisory experience required
Strong communication skills
Demonstrated ability to analyze processes, enact change, and think strategically to achieve business goals
Ability to successfully manage large groups of people and strong leadership skills
Ability to create an environment of high trust and high morale
Physical Activity
% of time Standing 5%
Walking 10%
Sitting 75%
Using hands to touch, handle or feel 95%
Reaching with hands and arms 50%
Climbing or balancing 0%
Stooping, kneeling, crouching, crawling 5%
Talking or hearing 90%
Tasting or smelling 0%
Lifting Requirements Amount of Weight % of time
Up to 10 pounds 5%
Up to 25 pounds 1%
Up to 100 pounds 0%
More than 100 pounds 0%

Call Center Manager Resume Examples & Samples

Maintain an entrepreneurial, customer service environment
Successfully lead, build, and develop a team for modeling service excellence
Foster partnerships, while cultivating a self-directed team
Maintain associate payroll, benefit and performance information
Hire, coach, mentor and develop a team
Provide consumer resolutions in a call center/retail environment
Inspect furniture returns and exchanges
Proactively resolve escalated customer service issues
Execute warranty protection plans
Able to identify opportunities and find solutions for continuous improvement
Act as liaison between the customers, repair technicians and delivery teams
Communicate delivery concerns with the operation management team
Maintain repair technician vehicle records and product supplies
Minimum two years high volume retail or call center management experience
Consistently demonstrate professional communication and interpersonal skills

Call Center Manager Resume Examples & Samples

Out Bound Calling to policy holders explaining the policy details
Good People Management skills to manage large teams of voice resources
Should be able to manage customer escalations
Should be able to do RCA implementation
Should be able to manage Customer Weekly/Monthly reviews
Meeting and exceeding the customer service level agreements
Should be able to manage team issues and provide resolutions
Ensure meeting AHT as per the customer guidelines
Experience of Health insurance domain will be preferred
Should have relevant experience in to Out Bound calling
Should be flexible to work in longer shifts
Develop best practices and tools for project execution and management
Identify process improvements and procedural challenges, recommending appropriate solutions
Track project milestones and deliverables
Coach, mentor, motivate and supervise team members, and influence them to take positive, proactive action and accountability for their role
Ability to define problems collect data, establish facts, and draw valid conclusions
Word, Excel, Email, Windows, PowerPoint, Client Systems
Effectively present information and respond to questions from groups of managers, clients, customers, and general public
Organizational and Time Management Skills
Mediation and Management Sills
Good leadership skills are necessary
Ability to review and calculate data
Minimum 1-2 year of experience Preferably with Out Bound calling at Supervisor role
Healthcare domain knowledge will be an added advantage
Prefer Bachelor’s degree or Associates in Finance or Accounting
Achieves monthly goals for all projects
Work and manage others in their work on accounts
Handles all incoming and outgoing correspondence within 48 hour of receipt
To automate, administer, manage, run and make reliable, trustworthy and dependable the processing of production
To integrate in production of the new application programs or data processing sequences
To configure and parameterize the production equipments
To automate the procedures of technical management and pattern matching of alarms
To define and implement the procedures of recovery in the event of incident and of restoration of the data. To define, implement and to follow the protection plan and the plans help
To implement the standards, standards, rules and procedures of the field to be administer, manage, run and take care of their application program
To prepare and upgrade the dashboards, the Handout, specification, instructions, information and the reference frames of production, to transfer knowledge
To analyze, treat and capitalize the incidents of production of level 2. To technically assist the administrator of application program and system Junior, the pilots of operations management and the wizards users
To formalize the reports of incident and the action plans and to ensure the implementation of it. To put in place, introduce, position rights to use and access, to maintain and put at day
Optimize measuring instruments of performance and to produce them referrers
To level the pieces of software and the products, to apply the patches. To take part in the projects of change
Qualification: Engineering or equivalent degree; Relevant working experience of 7-8 years in Infrastructure Management
Must have experience in Technology Solution Design

Call Center Manager Resume Examples & Samples

Train and develop direct reports to excel in leadership, improve performance and provide excellent service to all customers while meeting performance goals. This will include developing ongoing leadership training and delivering this training as needed
Ensure that Team Leaders are setting/achieving daily goals for their team and actively coaching to those goals to maximize short-term and long-term success
Monitor and review work of Team Leaders and Delight Associates to ensure it is within company standards. This includes measuring the use of tools such as QA results and side-by-side monitoring in order to create development plans to address any deficiencies
Ensure all company-wide initiatives are implemented in a way that elicits buy-in from direct and indirect reports, maximizes impact, and contributes to meeting or exceeding company goals
Review and analyze overall departmental performance, work plans and staffing levels. Adjust game plan and strategies daily based on trends in the business
Partner with Human Resources on recruiting, screening, and hiring processes ahead of need and to attract the targeted candidates that embody the Stella & Dot culture
Provide proactive leadership to the team to achieve high levels of Customer Service in a manner consistent with Stella & Dot’s vision and values
Evaluate performance of direct and indirect reports and provide feedback consistently and in a timely manner based on both observations of performance and behavior and the review of company statistics
The duties and responsibilities listed are intended to provide general guidelines and parameters for the job and are not intended to be a comprehensive, detailed description of the job
Progressive and successful track record in a call center environment with at least 5+ years of supervisory experience. 2+ years direct experience with contact center channels including phones, chat, email and social media. Salesforce experience a plus
Passion for ongoing development of people and assessment of talent
Strategic focus with strong analytical skills and problem solving abilities
Excellent motivation and team building skills
Ability to learn multiple brands in different verticals of business
Intermediate level experience with Excel
Knowledge of Workforce Management principles associated with developing proper staffing models preferred
Bachelor Degree highly preferred
Prior direct sales experience a plus

Call Center Manager Resume Examples & Samples

Meet or exceed Customer Service operational goals and statistics
Ensure efficient “throughput” of work within and across the department
Ensure that prescription and customer information/updates on orders are communicated to the other Operation Departments for timely filling/shipping
Facilitate communication for problem resolution and changes occurring in the organization that may impact the workflow of the Pharmacy
Oversees compliance with State and Federal regulations for department
Ensure on-going process improvement in department is taking place
Utilize knowledge of industry technology solutions to recommend products to increase efficiency improve customer service, improve quality, and/or decrease costs
Meet with mangers and directors of other departments to discuss cross-departmental issues and identify potential solutions
Monitor special projects within the Customer Service Department and work with staff to identify opportunities to participate or take leadership roles in a special project
Communicate major changes within department to all other areas of business
Attention to customer focus to ensure patients are responded to with accurate and timely information
Ability to work in teams and coordinate work efforts. Provide team motivation and management direction to staff to promote teamwork and customer service
Provide education/training opportunities to allow personal growth including professional, timely training of new associates
Work with the Training and Quality department for methods to increase associate satisfaction and retention through feedback and on-going training
Utilize the work management and audit capabilities of the system to evaluate performance. Generate appropriate reports to support departmental goals and activities

Patient Access / Service Call Center Manager Resume Examples & Samples

Works collaboratively with the Administrative Director, medical leadership and practice management teams for Healthcare Associates, Spine Center and Rehabilitation Services on schedule and call center systems development, assessment and maintenance. Provides feedback regarding improvements and changes to systematize recommendations
Manages Patient Service Representatives, the Supervisor-Patient Service Center and the referral management staff whose functions include prior authorizations, precertifications, and insurance referrals. Assesses variable staffing needs and flexes staff to meet peak demand. Ensures that staff are providing the highest quality of customer service and standards
Coordinates support staff involved in administrative duties, with emphasis on sensitivity to patients. Develops and implements procedures to ensure efficient processing of work. Motivates and coaches staff actively and in real time through effective and hands-on leadership. Reviews patient recorded calls for quality assurance and training purposes
Collects, analyzes, and reports patient access data, including provider availability for patient care, schedule structures, on-call schedule development and tracking, vacation and leave development and tracking, to ensure that the schedules are structures to ensure availability of access to care. Prepares special non-recurring reports by combining confidential data from several sources
Collaborates with management and Medical Director of Access Templates and Reporting. Provides trouble shooting and problem solving abilities. Works in conjunction with the Practice Managers in the clinic on maintaining the flow of the department and meeting goals, gathering, tracking and reporting information. Serves as a resource for financial reports
Has the authority to direct and support employees daily work activities. Has the direct responsibility to undertake the following employment actions: hiring, termination, corrective action and performance reviews. 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. Bachelor's degree preferred
5-8 years related work experience required and 1-3 years supervisory/management experience required
Demonstrates a strong desire for process improvement and leadership development
Ability to respond quickly and purposefully to routine and unusual situations
Advanced skills with Microsoft applications which may include Outlook, Word, Excel, PowerPoint or Access and other web-based applications. May produce complex documents, perform analysis and maintain databases
Problem Solving:Ability to address problems that are highly varied, complex and often non-recurring, requiring staff input, innovative, creative, and Lean diagnostic techniques to resolve issues
Independence of Action:Ability to set goals and priorities for functional area. May make recommendations for department policies, practices and programs. Manager or Director provides broad guidance and overall direction
Written Communications:Ability to summarize and communicate in English moderately complex information in varied written formats to internal and external customers
Oral Communications:Ability to comprehend and communicate complex verbal information in English to medical center staff, patients, families and external customers
Team Work:Ability to act as a team leader for small projects or work groups, creating a collaborative and respectful team environment and improving workflows. Results may impact the operations of one or more departments
Customer Service:Ability to provide a high level of customer service and staff training to meet customer service standards and expectations for the assigned unit(s). Resolves service issues in the assigned unit(s) in a timely and respectful manner

Call Center Manager Resume Examples & Samples

Hiring, training, and developing call center employees. Handles all facets of performance management including performance evaluations and corrective action
Provides support and guidance to team members. 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. Conducts training as appropriate and continue staff development outside the classroom
Handle high priority and escalated calls. Handle regular calls when needed to maintain SLAs
Monitor the manual dial queue, taking the appropriate actions on cases
A minimum of 3 years experience managing a high-volume call center / customer service environment
Background in medical terminology and/or life insurance underwriting highly preferred
Associates or Bachelor’s Degree preferred
Demonstrated passion for continuous improvement and service excellence
Strong leadership/supervisory skills. Excellent written, verbal and interpersonal skills

Call Center Manager Resume Examples & Samples

Supports the Director and directives to provide exemplary customer service
Manages development and implementation of new programs
Develops annual performance objectives and goals for supervisors and agents
Responsible for strategic planning accordance with district protocols
Ensures inbound requests for information, communications pertaining to safety and policy are responded to in a timely and accurate manner
Communicates with Area Directors, District Managers and all appropriate levels of management regarding customer and safety issues
Develops and distributes required reports
Facilitates staffing and scheduling oversight
Coordinates with the field and safety dept for policy and procedure development and compliance
Coaches and develops Call Center supervisors
Partners with the Human Resources dept to develops job descriptions, enlist recruitment efforts and manage the development of the call center employees
Participates in projects and additional duties as requested
Strong mentoring and relationship building skills with ability to effectively manage group and interpersonal conflict situations
Familiarity with telecomm and workforce management systems and related reporting
Ability to make reasonable decisions through understanding of procedures, company policies and business practices to achieve desired results and deadlines
Ability to take independent action with general managerial direction
Ability to effectively present information to both leadership and direct reports
Ability to analyze statistical data, develop executive summary report and prepare business correspondence
Strong computer/technology skills including Microsoft Office, Windows, intranet, workforce management systems and reporting, and phone system management
Bachelor’s Degree preferred or equivalent work experience
3-5 years experience as manager or supervisor of a 50+ seat Call Center, including Inbound, outbound responsibilities
Proven experience in handling personnel-related issues
Proven experience in statistical analysis of performance data
Proven experience in workforce management systems

Call Center Manager Resume Examples & Samples

Identify, track and monitor key performance metrics
Provide ownership for the resolution of issues escalated by clients and partners
Ensure timeliness and quality service levels are achieved

Call Center Manager Resume Examples & Samples

Improve the overall client experience by coaching, role modeling, and providing a high standard of client service
Be visible and available to help team and clients, particularly during high traffic periods
Create a powerful and compelling vision, show enthusiasm, excitement, and passion for challenging organizational and departmental goals
Challenge team to excel levels of performance and service
Provide ongoing coaching and learning for continuous improvement of the Client Support Specialists
Build strong, key relationships with staff, clients, peers, partners, business owners, and vendors
Implement and monitor operational tasks to ensure sufficient audit results
Ability to provide and coach an excellent client experience
Strong interpersonal, communication, and analytical skills
Excellent organizational and leadership skills with problem-solving ability
Positive and patient
Knowledge of performance evaluation and client service metrics
Management experience is required
Client service experience is required
Retail Banking experience is an asset
Call Center experience is an asset

Call Center Manager Resume Examples & Samples

4+ years call center management experience
Knowledge of Excel, Word, Power Point and General Microsoft Office Applications
Ability to seek improvement and create an environment of idea sharing and creative problem solving
Strong customer service skills and abilities
Ability to be approachable and facilitate coaching conversations with employees and managers
Ability to mitigate and lead others to overcome challenges (Never Ever Give Up Attitude)
Ability to encourage open expression of ideas and opinions
Ability to work independently and multi-task
Ability to communicate professionally and effectively with all levels of the organization
Ability to interpret policies, procedures, and standard business practices

Call Center Manager Resume Examples & Samples

Be a subject matter expert for the Vendor Enablement function, expertly positioning the value of Paymode-X for the Vendor community and handling Vendor inquiries
Responsible for training of new hire employees
Supports team members by answering and responding to first line of questions
Provides Payer Relationship Managers and Network Analysts assistance with strategic Payer initiatives as requested
Takes ownership of technical and administrative tasks from the Vendor Enablement Associates
Identifying and addressing ongoing training needs of Vendor Enablement Associates
Develops strong relationships with other Bottomline teams to build collaboration and identify potential opportunities to improve efficiencies and process
Effectively considers challenges end to end and comes up with solutions to resolve them including but not limited to entering JIRA tickets for product issues identified by the team
Has the ability to function in a team atmosphere and possesses superior organization and time management skills
Drives team performance and communicates performance metrics, key successes, and problem solving recommendations with peers, PRMs and senior management
Generate revenue by soliciting participation and enrolling vendors in client payment programs
Effectively educate customers on the various aspects of the Paymode-X service
Develops new ideas and campaign strategies to promote the value proposition of Paymode-X
Responsible for ensuring Customer Delight is at the forefront of all enrollment activities
Highly knowledgeable on Paymode-X operations, SOPs and Vendor onboarding processes, including value for both Payers and Vendors
Superior verbal and written communication skills required
Prominent organization, problem resolution and creative thinking skills

Call Center Manager Resume Examples & Samples

Oversee the day-to-day operations of the Member Sales and Service Department within the call center
Directly manage a group of Call Center Supervisors and Sales and Service Associates; evaluate, train and provide performance feedback as necessary
Provide direction, leadership and motivation to staff to ensure the achievement of departmental goals
Development of strategic planning for departmental operations
Manage the implementation of strategies including budgetary responsibilities
Responsible for all financial, sales and customer service goals
Ensure the department meets all applicable contractual performance standards (i.e. abandonment rate, efficiency rates, etc
Develops and monitors the application of operating systems including policy and procedure, operating structure and information flow
Communicate operational issues to department staff members across business units
Manage special projects, support and participate in corporate committees and response groups
Build relationships in the telecommunications, timeshare and travel industries to increase business acumen
Work with the workforce planning department to plan & actively forecast headcount requirement
Will be responsible for handling a span of 300 Associates
Travel for position may be required
Demonstrated excellent interpersonal communication and presentation skills, including excellent oral and written communication skills and taking the initiative to actively communicate information in an appropriate manner
Excellent time-management skills, organizational skills and the ability to accurately complete all reports on a timely basis
Superior conflict resolution and negotiation skills
Excellent analytical and problem solving skills
Demonstrated ability to assess department’s work quality as well as develop / implement process improvements to achieve contractual and oversight compliance
Ability to build strong relationships across departments/business units
Ability to teach and mentor on an individual and group basis
Ability to establish trust and credibility at all levels of the organization
Ability to manage a variety of complex issues while working on key projects
Bachelor’s degree/relevant work experience will be considered in lieu of degree
Demonstrated leadership in a large call center environment
3-5 years management experience which include, but are not limited to

Call Center Manager Resume Examples & Samples

Determine and implement call center operational strategies and initiatives to improve operational efficiency, the customer experience, and process and system enhancements and changes
Plan and direct all aspects of customer contact center policies, objectives, and operations and ensure quality, performance, and customer satisfaction goals are attained
Prepare, communicate and implement staffing and process improvement and change management plans for new initiatives and projects
Lead, coach, and motivate contact center leadership and staff
Respond to executive requests and prepare, lead and execute emergency procedures during an event or other significant incidents

Call Center Manager Resume Examples & Samples

High School certificate, or 2 years of equivalent work experience; minimum 2 years' experience in a team leader / management position
Proficiency in reading and writing English (additional language required for certain positions)
Demonstrate openness to adapt to different cultural contexts based on location
Must be willing to work weekends and holidays as required by business needs
Organizational Capability- Understanding and leveraging associate talent and capabilities to meet work needs; supporting the attraction, selection, and/or retention of associates in order to achieve department and business objectives. 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

Call Center Manager Resume Examples & Samples

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. Conduct weekly one-on-one coaching sessions with agents to review overall performance and ensure success in achieving key performance metrics
Create goals to encourage the timely progression of performance management guidelines. Recognize and reward successful performance. 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. Ability to inspire and motivate others to pursue accomplishments and stretch themselves to new levels of performance
Customer-centric attitude with a passion for delivering world-class customer service. 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. 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. 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. Able to work collaboratively and cooperatively with other personnel throughout the organization
Outstanding keyboarding/typing and computer skills. 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

Assistant Call Center Manager Resume Examples & Samples

Evaluate historical and current call volume trends to produce weekly schedule. Coordinate with Call Center Manager and marketing team to prepare schedule for any upcoming marketing initiatives
Deliver Count on Me! service to guests and associates as necessary to dissect and resolve any issues related to reservations
Strategize with Call Center Supervisors and Call Center Manager to motivate associates and create a team environment producing maximum revenues and guest satisfaction; including but not limited to: call monitoring, coaching, training
Assist with data entry of third party bookings and maintenance of central email box
Assists in managing the reservations department. Identify deficiencies and ensures that the associates have necessary resources and adequate training to be successful and meet Oceana minimum standards
Resolve any associate related issues
Book and confirm attraction tickets for guest reservations
Manage transfer of guest payments between properties
Job experience: Minimum three years’ experience in Reservations/Front Office position with supervisory experience strongly preferred
Responsible for filling in for the manager, when they are absent or not on duty. Assists with the selection, discharge and training of department. Responsible for scheduling of department. Supervise team of up to 30 Reservation Agents and 4 Supervisors. Manage communications within the staff and all other departments. Adjust schedules throughout the period to accommodate for business needs/demands

Customer Service Call Center Manager Resume Examples & Samples

Serve as a trusted advisor and liaison between Customer Service and all business units
Manage the relationship between the Customer Service team through leadership and coordination to facilitate continuous improvement and evolution in aligning those processes
Identify and make recommendations for potential changes to the Customer Service process
Manage, develop, coordinate and administer various meetings and training sessions related to Customer Service
Lead quality assurance program to maintain compliance standards and deliver excellent customer experience
Lead development and management of service level achievement and workforce optimization, including multichannel blending, to include calls, email, fax, etc
Serves as project lead involving various programs. Establishes guidelines and set action plans in place. Documents projects from start to finish or final review
Effectively communicates Customer Services initiatives to management staff and employees
Demonstrated track record of achievement in professional and / or personal pursuits
Excellent organizational, analytical, planning, multi-tasking, negotiation, problem-solving, verbal, written and communication skills
Possess strong personal computer skills, (i.e., Word, Excel, Power Point, etc.)
Ability to negotiate with and influence others
Ability to effectively resolve conflicts
Ability to develop and maintain relationships to achieve business objectives
CISCO, NICE, Tableau experience
Coaching certification

Call Center Manager Resume Examples & Samples

Appropriately staff the call center
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 and monitor ticket store 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.) and considering operator and vehicle availability and vehicle capacity types
Oversee when necessary rescheduling trips when necessary in the event of operator or vehicle shortages and in consideration of project work scheduling policies
Be the direct liaison for the call center staff union
Act as the direct liaison with the client for the call center and its employees
Be "on call" during all hours of the call center operations for issues/concerns
Daily/hourly monitor all system efficiencies and make adjustments when needed
Work with Payroll Support Manager to handle open enrollment and ongoing benefits for Call Center employees
Work with Payroll Support Manager on daily and bi-weekly imputing and paying out of Call Center employees pay
Maintain professional demeanor and appearance
Handle multiple tasks accurately and effectively
Additional responsibilities, as assigned

Assistant Call Center Manager Resume Examples & Samples

Supervises the handling of customer requests within the Call Center, which may include incoming call volume and/or after call work processing for all Generalist Teams. Monitors incoming customer calls and other requests processed and ensures that Team members are following protocols and standards for dealing with customers and for processing requests
Utilizes superior knowledge of bank products, services, policies, procedures, and regulations and relies on superior communication skills to ensure that all Team members are accurately, efficiently, and expediently responding to customer requests
Ensures the satisfaction of customers by continuously monitoring volumes in the assigned area of responsibility, by scheduling assigned Team members to meet service level targets while maximizing their utilization, and by monitoring individual performance
Handles the most complex customer complaints and problems without assistance by making independent decisions. Is able to instill a sense of confidence with these customers based upon content and delivery
Ensures that Team members have adequate support and training to present Bank products and services. 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. Participates in the on-the-job training process and may participate in classroom style training when called upon
Establishes measurable performance objectives and works with Team members in their development. Develops individuals over time by offering feedback and developmental opportunities
Possess sound managerial skills and demonstrates a thorough knowledge of employment policies and practices
Promotes the development and achievement of initiatives within the Customer Service Center
Associate’s Degree or related knowledge/skills base gained through experience required
Bachelor’s Degree or related knowledge/skills base gained through experience preferred
Strong service background required; call center experience preferred
Demonstrated sales ability
Proven management skills
Excellent communication, organizational, and interpersonal skills required
High level of knowledge on Microsoft applications

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