Call Center Supervisor Resume Samples

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J Streich

Jerod

Streich

43524 Boehm Island

Houston

+1 (555) 541 0575

43524 Boehm Island

Houston

Phone

p +1 (555) 541 0575

Experience Experience

Philadelphia, PA

Call Center Supervisor

Philadelphia, PA

Stanton Group

Philadelphia, PA

Call Center Supervisor

Develops staff through coaching, providing performance feedback, providing effective performance assessments, and establishing performance development plans
Observes and evaluates team members' performances and completes performance reviews and individual training, improvement, and development plans
Monitors and evaluates customer service performance. Identifies operational issues and process improvements, and implements strategies to improve performance
In the Call Center Manager’s absence, assists with the daily management of the center. Performs other related duties and special projects as requested
Monitors department work productivity, reports on trends, and recommends and implements changes to continually improve work productivity
Manages annual performance review process by writing and delivering performance and pay messages
Develops, motivates, evaluates and coaches staff on work procedures, proper call handling and teamwork delivering excellent customer service

Houston, TX

Collections Call Center Supervisor

Houston, TX

Cruickshank Group

Houston, TX

Collections Call Center Supervisor

Write and administer effective formal performance appraisals, performance coaching and progressive discipline
Motivate and develop associates with innovative recognition techniques to ensure individual and team performance expectations are met
Evaluates the quality of Customer Service Associates' calls from customers; provides feedback to reps on strengths and areas for improvement
Conduct interviews and recommend talented candidates for hire to maintain a dedicated, high performing workforce
Perform other duties as assigned
Approves and implements streamlining opportunities and process improvements
Provide best in class customer service to internal and external customers

present

Dallas, TX

Call Center Supervisor, Account Services

Dallas, TX

Prohaska, Lubowitz and Emard

present

Dallas, TX

Call Center Supervisor, Account Services

present

Applies functional and technical expertise and knowledge of performance standards to provide on-the-job training to team members
Reviews performance data (e.g., scorecard, ACE behaviors, monitored calls, etc.) and diagnose performance gaps to identify performance and productivity gaps
Discusses Monthly Achievement Plans regularly with Representatives to identify and agree on actions to improve performance
Creates and implements individual development plans and related coaching plans to establish behaviors that will lead to improved metrics
Implements and documents coaching, performance improvement, and recognition plans, as well as performance evaluations to optimize individual and team performance
Collaborates with local HR to plan for and ensure mandatory team and individual training targets are met
Implements formal and informal practices and procedures to motivate and recognize employees and ensure employee engagement is high

Education Education

Bachelor’s Degree in Business

The University of Kansas

Bachelor’s Degree in Business

Skills Skills

Demonstrated proficiency to focus on details, handle multiple tasks and remain highly organized in a fast paced environment
Ability to apply detailed knowledge of organizational procedures to make independent decisions and serve as a credible resource for a senior management team
Excellent knowledge in trouble-shooting IOS, Android App, and Bluetooth devices with the ability to coach and support technical representatives
Strong knowledge of applications and resources available for account management
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
Excellent analytical skills to collect appropriate data and make good decisions quickly
Solid leadership skills, strong initiative, strong analytical and decision making skills
Leadership skills, initiative, a detail orientation, strong analytical skills, and decisive decision-making skills
Excellent people and interpersonal skills to build effective relationships with internal and external professionals

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Call Center, Supervisor Resume Examples & Samples

Provide leadership and direction to call center associates to resolve customer issues
Identify escalations involving customers, technology, policies and site to appropriate management
Coach and develop call center associates and support staff, document issues related to call center performance and motivate/ inspire all associates to surpass their potential
Ensure all associates are in a safe and fair environment, whether at home or in house

Call Center Supervisor Resume Examples & Samples

Coordinate and supervise day-to-day workflow in Call Center
Oversee post classroom training of new hires, ensuring a full understanding of departmental and Bank procedures and Bank products and services. Promote teamwork and the cross training of employees
Responsible for the development and motivation of staff, and ensuring that they have the necessary resources to do their job
Identify individual and group training needs and work with management team to develop the best approach for improvement. Develop individual plans for improvement
Oversee of specific departmental projects
Bachelors degree or equivalent experience required
0-2 years supervisory experience preferably in a customer service environment
Ability to work in a team environment, presenting a professional image and commanding the respect of staff, peers, and senior management
Excellent organization and project management skills

Call Center Supervisor nd Shift Resume Examples & Samples

Monitors Call Center activity to ensure that customer service and production standards are met and maintained. Work with other members of management team to address problems when they arise
Responsible for prioritizing work and delegating tasks to ensure proper coverage of functions. (i.e., assist as part of a team in the overall management of call flow)
Oversee and assist in resolving escalated operational and customer service issues. Forward staff suggestions for improvement to other members of the Call Center management team
Continually look for ways to improve the performance of the Call Center by identifying and implementing work efficiencies through process improvement techniques
Encourages and develops sales skills in employees. Promotes cross selling and up selling of products and services
Conduct telephone quality monitoring calls, and meet with quality analysts to review and discuss quality monitoring calls that have been done. Provide feedback and coaching to subordinates on their performance during the quality monitoring calls and from the Voice of Customer feedback
Monitor attendance of subordinates and ensure accuracy of hours worked prior to submitting payroll information
Display expert knowledge in banking products and services
Responsible for periodic management of entire shift (i.e., nights and weekends)
Participate in internal or external departmental rotations for development purposes

Call Center Supervisor Resume Examples & Samples

Develops and monitors quotas for service delivery
Ensures delivery of QA department goals and objectives
Managing a team of call center representatives directly and directing their activities for the achievement of call center targets and goals
Managing the overall performance analysis of existing lists and programs
Develops new scripting for the optimization of existing programs
Monitors team performance to ensure that the call center goals are met and supporting call center quality and training efforts
Measures and demonstrates the group productivity as well as the individual’s reports related to customer outcomes
Identifies and articulates reporting requirements, which includes targets, specific data, and anticipated outcomes
Identifies, recommends and supports the implementation of various programs for the improvement of call center processes
Writes and conducts performance evaluations, makes employment decisions, sets up performance goals and targets for assigned team
3 – 5 years of experience in direct supervision
Demonstrated leadership and development skills or Supervisory and Customer Service staff
Results and people oriented with ability to balance business considerations

Call Center Supervisor Resume Examples & Samples

Demonstrated excellent coaching ability
Flexibility to work days and nights as needed
Demonstrated skills in MS Word, Excel, PowerPoint, and ability to use ACE system effectively
Excellent organizational and time management skills
Must have good attendance and demonstrate the ability to function as a reliable member of the operation
Prior Management or Supervisor experience in call center or related field

Call Center Supervisor Resume Examples & Samples

Provides day to day direction to assigned team
Assigns tasks and verifies accuracy of work
Builds trust; explains the rationale behind processes, approaches and decisions
Motivates others and promotes collaboration
Resolves issues elevated by team members
Responsible for career development/ planning, performance and pay discussions of team members
Utilizes best practice processes around work assignments, project management, and quality output while maximizing overall team performance

Call Center Supervisor Resume Examples & Samples

Knowledge of DDA, bankcard and loan products
Knowledge of related systems (i.e. NICE, Mainframe, Client Link, Shaw, FDR and Intranet) and Excel
Knowledge of relevant banking policies and regulations (i.e. Patriot Act, Check 21, Reg. E)
Demonstrated strong communication skills
Proven sales referral ability
Proven time management

Call Center Supervisor Resume Examples & Samples

Bachelors Degree or equivalent work experience
2 years or more in a Supervisory role in a customer service environment
Demonstrated proficiency in Microsoft Office applications
Excellent personal time management history
Must be Bilingual Spanish / English /Xerox is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, sex, marital status, sexual orientation, physical or mental disability, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law. People with disabilities who need a reasonable accommodation to apply or compete for employment with Xerox may request such accommodation(s) by sending an e-mail to accommodations@xerox.com. Be sure to include your name, the job you are interested in, and the accommodation you are seeking./

Call Center Supervisor Resume Examples & Samples

5+ years of experience working in a call center, contact center or processing center environment (education may be substituted for experience on a year-for-year basis)
Ability to demonstrate strong communication skills, both written and oral, required
Strong issue management and risk mitigation background
Strong personnel management skills and experience
Strong verbal, interpersonal and written communication skills required

Call Center Supervisor Resume Examples & Samples

Supervise and participate in the work activities of the department representatives, assist representatives with the handling of complex problems, questions and situations requiring good judgment based on knowledge and experience. Handle escalated customer calls
Develop, implement and promote new programs. Ensure that targeted department goals are attained
Communicate and ensure understanding and consistent implementation of policy, procedure and program changes to staff. Ensure the area is operationally prepared for changes in products, services, systems, etc
Prepare all staff requisitions, conduct interviews and make decisions on new hires. Prepare documented performance appraisals on schedule for existing staff and be pro active in communicating other performance issues or disciplinary actions
Provide training, establish employee schedules, provide work direction for staff
Recommend changes in procedures and processes which will enhance the efficiency of the department/staff, customer service/referrals/sales and profitability of operations. Support and implement changes made by management
Develop, maintain and review all reference materials used by staff
Prepare and analyze statistical reports and make recommendations to improve staff production
Prepare and conduct special studies, pilots and reports
Provide feedback to immediate supervisor that are related to pertinent matters and developments related to customers, the department and staff. Initiate appropriate action or make appropriate recommendations
High school education or equivalent work experience
Three or more years experience in a Call Center Representative position with at least one year as a Call Center Rep-Lead
Consistently utilizes all of the components of The Customer First program and delivers excellent customer service
Demonstrated success in a lead position in a customer service/sales environment
Demonstrated ability to oversee workflow and provide work direction to others
Demonstrated ability to make responsible decisions and to exercise good judgment
Strong communication skills, verbally and in writing
Solid PC office skills-Word & Excel
Working toward or achieved 4-year college degree
Previous supervisory experience

Call Center Supervisor Resume Examples & Samples

8+ years of Clinical experience as a Registered Nurse (RN) providing direct patient care
CT Registered Nurse (RN) license
Knowledge of standard practices, rules, and regulations related to nursing
Knowledge of anatomy and physiology, aseptic technique
Ability to keep accurate records
5+ years of prior experience managing RNs and/or other clinicians as part of leading and managing the operations of a Care Coordination Center
Proven leadership skills and experience managing a team
Experience with computers and a high level of comfort with health information technology, and using mobile applications

Call Center Supervisor Resume Examples & Samples

Manage communications to key internal and external stake holders
Assist with recruiting and training of all new hires
Review all processes used by call center staff to ensure that the best policies and procedures are in place to handle contacts efficiently and timely
Monitor call center performance to ensure all standards are met related to Quality, Adherence, Attendance and service levels

Call Center Supervisor Resume Examples & Samples

Responsibilities include monitoring and coaching of CSR’s to ensure customer problems are resolved. Responsibility for training, coaching, and developing CSR’s who will diagnose and troubleshoot customer problems with print and mass media devices
Managing CSR’s to achieve performance goals as they relate to sales and service initiatives (Ex: EZ Pay, Stop Saver, NIE & Vacation Pak, and Customer Payments, and Quality Performance)
Maintain a thorough understanding of the products and services supported by the GCSC, including technical knowledge of browser applications and print and mass media
Responsible for accessing electronic Key Performance Indicator reports and distributing to CSR’s daily basis
Solve practical problems and deal with difficult customers, employee issues, and other concerns. Able to interpret and provide instructions orally and in writing
Provide answers to questions from CSR's, prepare and analyze reports daily, and conduct training as necessary. Troubleshoot software applications and internet browser issues as well as discuss billing and service related issues
Lead by example by demonstrating strong leadership skills and constant professionalism with internal and external customers
Ability to prepare deliverables and reports accurately within time deadlines
Excellent sales, organizational, communication, and management skills
Ability to coordinate several tasks simultaneously
Detail oriented and able to react to change productively

Outbound Call Center Supervisor Resume Examples & Samples

Monitor, coach and motivate outbound sales and retention staff on a daily basis to develop successful selling techniques in order to achieve individual and departmental sales goals
Monitor performance levels of individual outbound sales representatives and retention representatives, initiating Performance Improvement Plans according to the department’s minimum productivity standard
Assist in recruiting, selecting and training new outbound sales and retention representatives to maintain budgeted payroll hour level. Compile, track and analyze individual performance via required reports (daily, weekly, monthly and annual reports)
Develop and implement weekly sales contests, within budgeted resources, to motivate outbound sales and retention teams to achieve department objectives. Conduct ongoing live coaching for existing outbound sales and retention staff on a daily basis/weekly/monthly basis
Develop and maintain accurate records including but not limited to individual and department productivity, quality, attendance, payroll and performance evaluations. Execute special projects as assigned by management
Utilize auto dialer to maintain efficient and effective campaign performance. Track and analyze auto dialer reports for effectiveness. Effective sales scripting, targeting campaign segmentation
Maintain a good safety record by training and monitoring employees to perform work safely. Investigate all employee injuries to determine cause and take necessary preventive action. Able to react productively and handle other essential tasks as assigned
High school diploma required. Some college and sales management training is helpful. Previous outbound sales and/or sales supervisory experience required. Knowledge of direct sales techniques required utilizing scripted sales presentations and rebuttals for consumer objections
Must possess excellent selling, coaching and motivational techniques. Proficiency with PC including Microsoft Excel and Word is required. Familiarity with Access is a plus. Excellent verbal and written communication skills, high level of organizational, time management and analytical skills and strong interpersonal skills. Must be able to perform simultaneous tasks and identify and resolve issues as they arise
Familiarity and/or experience with a Predictive Dialer helpful. Must be self-motivated and possess good customer service skills

Call Center Supervisor Resume Examples & Samples

2:00pm to 11:00pm OR 12:00 noon to 9:00pm. Non-consecutive days off which will include 1 weekend day
Supervises a staff of 17+ employees, including but not limited to, administering policies and procedures related to care department
Leads a team of customer care representatives to achieve weekly/monthly/annual targets for productivity, sales and quality measurements
Monitors, conducts coaching sessions/team meetings with employees to insure representatives are meeting monthly goals
Creates improvement plans for representatives not maintaining baseline metrics
Delivers disciplinary action when necessary
Reviews and schedules all off the phone activity
Monitors phone reports to ensure compliance with service standards, AUX time and average talk time; coaches as appropriate
Uses Kronos system to manage payroll for team
Maintain a positive work atmosphere by behaving and communicating in a manner that works well with co-workers, supervisors and customers
Command center and helpline coverage
Ability to manage and administer a broad range of tasks including resolving complaints, and counseling employees on the interpretation of policies and procedures
Ability to use computers, Intranet, spreadsheets and word processing programs and other tracking applications
Understanding of billing systems in a customer care environment
Understanding of NYS labor, wage and hour laws
Strong organizational, verbal and written communication skills
Advanced interpersonal skills and the ability to persuade others
Knowledgeable of, and committed to, a diverse workforce and supports the Division EEO and Affirmative Action goals
Associate's degree in Business, Communications or related field from two- year college preferred; or equivalent work experience
Two to threes years call center experience required
Three to five years previous experience in a fast-paced high volume call center preferred
Previous experience supervising or coaching and developing staff required
Must be able to work in a high-pressure environment
Possess excellent listening skills, verbal and written communication skills
Possess excellent organizational and office skills
Must be detail oriented and maintain outstanding and professional customer contact
Knowledge of ICOMS and phone systems a plus
This position supervises employees of the Customer Service department. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems

Seasonal Call Center Supervisor Resume Examples & Samples

Supervise a team of associates; motivate, counsel, and coach assigned staff
Resolve any escalated customer issues
Monitor floor operations and assist where necessary
Act as liaison between schedulers, timekeeper, and associates
Facilitate team meetings and regular one-on-one meetings with associates
Responsible for detailed record keeping and processes including but not limited to returns and releasing
Ability to transfer information to audiences in a clear and understandable manner
Ability to manage large and small learning sessions
Advanced WSI care center systems, processes, and procedures knowledge preferred
FSA-trained required
Bachelor degree in business related field or equivalent experience
4-6 years call center/sales/service experience, including 1-2 years with lead or supervisory responsibility
Strong supervisory, communication (verbal and written), customer service and sales skills
PC literate (Microsoft Word, Excel) with ability to produce reports and analyze data
Experience in training, team building, and coaching

Call Center Supervisor Resume Examples & Samples

Coaching & Development – Responsible for coaching and developing team members in all areas of performance including, but not limited to metrics and behaviors related to the customer experience. Coaching and development activities to include: listening to individual calls and proving feedback/coaching; facilitating one-on-one coaching sessions with CSRs; facilitation of discussions on weekly/monthly achievement levels and goals to assigned team and coaches team members to ensure improvement and efficient productivity is achieved
Performance Management – Writes and conducts performance evaluations, may assist in the employment decision, sets performance goals and objectives and provides to the appropriate CSR pay rate during the salary increase process for assigned team; manages employee issues regarding attendance, performance, conduct, and delivers appropriate corrective action as needed
Administrative – Responsible for communicating policy updates and company information through team meetings, huddles and one-on-one development sessions. Documents all coaching/development sessions in the appropriate databases in a timely manner. Interaction with cross-functional support groups in order to manage the day-to-day operations. Additional daily administrative duties (e.g., time card administration, payroll, etc.) as required
Ad Hoc Responsibilities – May perform other related duties and responsibilities as assigned and/or required. Handles escalated customer issues and works directly with customers to bring about resolution in a timely and efficient manner

Call Center Supervisor Resume Examples & Samples

Delegates work across functions to meet established performance measures and goals on a consistent basis
Evaluates process and makes recommendations to optimize the efficiency of the team
1-3 years experience managing complex transactions or customer service issues
Ability to interact well with others in a team oriented environment
High profi ciency in computer navigation skills, including advanced Microsoft Office Suite knowledge

Reservations Call Center Supervisor Resume Examples & Samples

Demonstrate an unyielding passion for the guest experience, culture, mission and vision by troubleshooting and resolving guest and partner issues in a timely and mutually beneficial outcome
Manage call volume to achieve departmental goals including assisting agents, communicating with backup resources, and taking backup calls while following an established sales script to convert bookings
Communicate with guests, employees, and other departments in a positive, productive and efficient manner
Support agents through coaching and training to increase knowledge and performance
Provide feedback to management regarding both positive and negative issues impacting department performance
Inspire trust and build strong relationships across business units such as Front Desks, Guest Services, Mountain Operations (Ski School, VRR, Ticket Office), Call Centers (ISD,IED, Online), Travel Services and the Training Dept

Call Center Supervisor Resume Examples & Samples

Oversee all Contact Centre operations, including but not limited to staffing, training and scheduling
Develop and maintain an energetic, high performance Contact Centre culture that inspires employee commitment
Update training collateral/manuals and provide onsite training to Contact Centre representatives
Facilitate training by having a sound understanding of the product offering
Oversee shift staffing goals, ensuring all projects reach the recommended hours necessary to finish on time
Ensure that all Contact Centre performance and service standards are met in the areas of quality, call processing time, and productivity
Create processes to capture, analyze, leverage and share customer insights
Collaborate with team members to craft solutions to meet customer needs
Help to prioritize the product roadmap with engineering, design, marketing and sales
Collaborate with marketing to effectively launch new services, features and enhancements
5+ years of experience working in a call centre, contact centre or processing centre environment (education may be substituted for experience on a year-for-year basis)
Exceptional leadership, interpersonal and customer service skills
Strong ability to troubleshoot problems
Must have excellent English and French communication skills, both written and verbal
Experience working with First Nation and Métis communities is preferred but not required
5+ years of management/supervisory experience in contact/call centre

Call Center Supervisor Resume Examples & Samples

Oversee all Contact Center operations, including but not limited to staffing, training and scheduling
Develop and maintain an energetic, high performance Contact Center culture that inspires employee commitment
Update training collateral/manuals and provide onsite training to Contact Center representatives
Proficiency in Spanish is a strong asset

Call Center Supervisor Resume Examples & Samples

Technical Support
Leads a call center team within a functional or operational unit
Assists in development and management of staff utilization, staff planning, and or business/operations results
The Call Center Supervisor will provide leadership for Call Center system specialists staffing the Automated Logic National Account Technical Support Center (TSC)
The Supervisor will be required to setup and plan agent work schedules to support daily call volume. Setup on-call specialist schedules as needed
Have the ability to field incoming calls during peak call volume times in addition to managing TSC
Prior experience with Avaya phone systems and Avaya CMS software preferred
Ensures call center agents complete required documentation related to call activity
Manages scheduling for remote commissioning projects, building automation system analytics service, and proactive WebCTRL system site management
Manages service and warranty call activity ensuring that proper projects are charged and service tickets and opened and billed appropriately
Provide agent training and coaching to ensure customer satisfaction levels with call center experience
Strong customer service relationship and communication skills are required
This person reports to the Operations Manager and will have direct reports
Required to set employee annual performance goals and provide monitoring and feedback consistent with UTC Performance Feedback Process
Provides remote on-line technical support services, troubleshooting, and diagnostics on Automated Logic WebCTRL end user customers
Supervisor shall provide management and direction to ensure call center team consistently provides the following level of service and/or tasks

Call Center Supervisor Resume Examples & Samples

High school diploma or equivalent experience required, bachelor’s degree preferred
2-5 years Customer Service/Call Center experience
Minimum 1 year management or supervisory experience; call center and sales experience preferred
The ability to work any shift in a 24/7 environment
Demonstrated coaching and counseling skills used to effectively develop all employees; influence and change individual behavior and assist employees achieve a high level of success and productiveness
Excellent management skills for the purpose of resolving escalated employee and customer complaint issues
Demonstrated leadership skills to effectively develop, lead, inspire and motivate a high performing team
Effective problem solving/process improvement skills used to identify and resolve day-to-day operation and employee relations problems
Ability to think analytically to identify qualitative or quantitative trends and take appropriate actions
Demonstrated detail orientation, organizational, prioritization and time management skills; experience building daily/weekly structure in schedules preferred
Demonstrated change management aptitude and ability. Takes a proactive role in bring about change, applying new ways to develop the business through improved management of people and processes
Ability to work a flexible schedule to meet the needs of the business and performance requirements

Call Center Supervisor Resume Examples & Samples

Evaluates and coordinates workflow and activities to achieve expected volume
Oversee departmental communications between CCR's and management staff with regards to policy/procedure changes, market updates and product/marketing initiatives
Ensure proper training of each CCR. Monitor live and recorded calls providing constructive feedback in a timely manner. Coordinate efforts to improve quality of service in the department
Coach and mentor the team while maintaining departmental standards
Ensure performance goals are realistic and achievement is maintained
Prepare and deliver performance evaluations objectively and in a timely manner

Call Center Supervisor Resume Examples & Samples

Oversee operations, including but not limited to staffing, training and scheduling
Develop and maintain an energetic, high performance Contact Center culture that inspires employee commitment and program ownership
Possess a sound understanding of the product offerings
Oversee shift staffing goals, ensuring sufficient staff to meet Client Service Level Agreements
Coordinate with additional service centers to ensure consistency of service and swift problem resolution
Communicate client priority issues to Customer Service Center program manager to ensure timely client communication
Trouble shoot performance and technical challenges and suggest/implement improvements with the necessary level of urgency
Strong ability to troubleshoot and resolve problems
Work experience in social services
Demonstrated ability to develop, implement and execute business processes
Have used multiple CRM platforms including Widows and AS400 based systems
Worked in secured environments with strict customer protocols regarding information privacy and access
Proficiency in both English and Spanish

Call Center Supervisor Resume Examples & Samples

Lead a team of customer service “advocates” who will answer questions and resolve problems for callers who seek program assistance, consistently meeting goals set in the ICF best practices guidelines and in client feedback programs
Participate in the design and evaluation of new procedures and technology using social media, outward communications, and other technology and business practices
Conduct daily call monitoring and commend/counsel agents on a regular basis
Participate in agent hiring and ongoing training programs; prepare team performance reviews, with compensation and reward recommendations; present your team’s performance progress reports
Serve as the on-the-floor expert for selected programs; receive additional training; attend industry events and webinars to become our expert in a selected field
Minimum of five (5) years of customer service experience, of which at least two (2) years in a supervisory capacity
Experience in a call-center logistics or a project planning environment
Knowledge in human/social services programs
Bachelor’s degree or equivalent experience in social services

Call Center Supervisor Resume Examples & Samples

Managing daily call center performance to meet or exceed KPIs
Communicate performance to goals and business initiatives to team members
Collaborate with peers and other departments to insure processes and customer interactions are efficient
Identify improvement opportunities within the Sales & Support Center and develop solutions
Meet and exceed quality and customer satisfaction goals to ensure customer retention
Monitor interactions for quality and accuracy
Provide performance reviews
Interview and onboarding of new team members
Bachelor’s Degree and 3 years leadership experience in a call center preferred or commiserate business experience
Knowledge of call center operations, key performance calculations
Ability to work 3:30 PM – Midnight and potentially one Saturday a month

Retail Services Call Center Supervisor Resume Examples & Samples

Manage team of 10-18 agents
Bachelor's Degree or 3-4 years relevant experience required
Demonstrated ownership for overall team results; recommends and leads the implementation of plan(s) of action to improve the team's achievement of service level(s)
Demonstrated success in a contact center environment (65% voice, 35% non-voice), supervising and motivating teams and individual employees in a call center environment, while effectively balancing resources to achieve desired Service Levels
Must be able to see the project, decisions and processes in terms of the big picture/cross-departmental impacts
Ability to balance work assignments and completion of both voice and non-voice at an hourly increment
Ability to effectively operate within diverse and cross-functional groups
Ability to work well under stress in a fast-paced and continuously changing environment
Strong problem solving and analytical skills utilizing creativity and innovation
Drives the team to identify and implement process improvements; encourages ownership of and group participation in the improvement initiatives
Disseminates communications to direct reports regarding policy changes, incentive updates and technical issues as well as other direct information as needed
Monitors direct report voice and non-voice interactions for quality purposes meeting required QA monitoring monthly and conduct weekly calibrations with peers to ensure individual, team and department goals are being met
Coaches and mentors direct reports for quality and productivity providing side by side and one on one feedback
Trains and orients new and current employees on the team on products, policies and procedures; serves as product and process expert and resource to the team
Manages to tight timelines to deliver results and free up bandwidth to support subsequent programs
Write and deliver performance reviews that accurately reflect the goals, objectives ad accomplishments of all direct reports
Occasional travel required (up to 5%)

Sales Call Center Supervisor Resume Examples & Samples

Provide coaching and mentorship to team members to drive improved performance
Provide timely feedback to the management team on customer trends, issues and needs
Identify improvement opportunities within the Sales Center and develop solutions
Ensure that team members obtain the appropriate training and support
Leadership qualities, including relationship building, meeting facilitation, time management, organizational skills and ability to influence others
Ability to accommodate change and adapt accordingly
Excellent communication skills, including ability to tailor communication to audience to achieve desired results
Proficiency in standard MS Office applications
Ability to work 3 PM – Midnight and potentially one Saturday a month

Call Center Supervisor Resume Examples & Samples

Monitor performance deadline for all Depiction projects
Continually develop and train assigned group
Monitor floor operations and handle escalated calls
Complete required number of quality assessments for associate's skills
Complete other duties as assigned
Strong communication (verbal and written), Proven Sales And Service Skills Required

Call Center Supervisor Resume Examples & Samples

1 to 2+ years’ call center/sales experience required
Excellent verbal and written skills, time management, and deductive reasons skills required
Fluency in Spanish a plus (Spanish/English shifts specifically available)

Call Center Supervisor Resume Examples & Samples

Proactive management skill-set
English Proficiency & Comprehension (spoken and written)
Ability to effectively deliver updated program and process changes
Ability to redirect and coach for improvement to diverse agent base
Ability to gauge user ability and modify delivery skills accordingly
Professional customer service skills: Solutions mindset, helping nurture, passion for the customer and the customer experience
Ability to recognize trends and escalate information as appropriate
Analytical problem solving skills; linear and logical troubleshooting skills
Good time management skills and multi-tasking ability
Ability to handle difficult or irate customers effectively; ability to set expectations and deliver information in a positive way
Polished etiquette and delivery
ISP skills: sign-up, install, connection, messaging (chat, groups, and mail), navigation, online support, etc
Typing 35 wpm as verified by a formal test
Experience with Brother or other technical products and systems (preferred)
Management experience in a sales/service related field, i.e. retail, technology sales or service management with a proven track record of success to motivate sales/service professionals and exceed key performance metrics

Call Center Supervisor Resume Examples & Samples

1 to 2 years related experience required
Sales/marketing background a plus
Leverage analytical thinking to help make decisions
Must have strong computer skills and knowledge of basic telephone technology
Superior organizational skills and attention to detail is necessary

Call Center Supervisor Resume Examples & Samples

High school education or equivalent work experience and working toward or achieved a 4-year college degree is preferred
Three or more years’ experience in a Call Center Representative position with at least one year as a Call Center Rep-Lead, with previous supervisory experience preferred
Must be able to demonstrate proficiency with the following skills

Call Center Supervisor Resume Examples & Samples

Directly supervising a team of Associate Clinical Admin Coordinators which includes: training, developing, coaching, counseling, and potentially administering disciplinary actions
Entering payroll on a weekly basis for your team of Associate Clinical Admin Coordinators
Conducting development and production meetings with your team
Making outbound calls to our members to schedule their in-home Nurse Practitioner visit (50% of the time) or pharmacy consultation visit
Monitoring your team’s call activities and performing QA on calls
Mentoring staff and overseeing the team’s activities
Answering inbound calls from members and assisting them with their inquiries
Handling escalated calls to resolve issues
Documenting the member’s record with accurate information obtained during the call
Ensuring that the member appointments are scheduled accurately and follow department procedures
Resolving team scheduling issues and conflicts
Training new hires and reinforcing training for existing reps
Working as a lead on special projects which will include reporting on these projects
Assisting in the interview process of hiring the Associate Clinical Admin Coordinators
Meeting call center metrics and goals
1+ years of experience Leading, Managing or Supervising 5 or more direct reports in a Customer Service environment
1+ years of Call Center Management experience
6+ months experience handling escalated calls
Ability to create, copy, edit, send & save documents using Word, Excel & Outlook
Ability to work flexible shifts and weekends per business needs
Experience with training, coaching and mentoring
Experience with Call Center technology (i.e. auto dialer)
Experience working with the Senior population
Experience in Healthcare or Managed Care

Call Center Supervisor Resume Examples & Samples

The Supervisor is responsible for monitoring and cultivating the performance of recovery representatives by providing positive reinforcement and development as it relates to the business objectives of the organization
Drive performance by coaching and developing a team of individual contributors
Provide continuous support to staff to ensure continuous improvement
Track and monitor staff performance
Support Leadership in all efforts to execute the business needs of the organization
Manage, Report, and track trend analysis of the departments account receivable inventory
Manage, Report, and Track overall attendance and performance of staff and present the data to the staff on a consistent basis
Attend and execute training as necessary to support the business needs of the department
3+ years of experience in the development of staff/team
3+ years of experience leading a group of 10 or more in the capacity of supervisor or manager with a heavy focus on employee development and employee relations
2+ years of Call Center experience
Ability to create pivot tables, V Lookups, Formulas and Sum Functions within Microsoft Excel
3+ years of experience working within the healthcare industry in an office setting
Experience auditing or researching claims
Experience working in payouts or accounts receivables and or payables
Experience working within hospital "Patient Account" is greatly preferred
Experience utilizing claims platforms such as UNET, Pulse, NICE or Facets,
Experience with FACS and/or Debt Manager 9
Experience working with Autodialers

Call Center Supervisor Resume Examples & Samples

Supervise the work of customer service employees to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems as needed
Perform tasks to assure project and program service level requirements and goals are met
Assume leadership responsibility for departmental tasks and contact center activities as required
Participate in meetings and recommend changes to policies and procedures
Support and enforce contact center expectations
Assist with escalated issues or cases as needed
Evaluate employee key performance indicators and identify training needs and development opportunities
Develop work schedules and assign duties to direct report personnel to ensure efficiency
Discuss job performance concerns with employees to identify causes and issues and works closely with the Human Capital department on resolving problems
Participate in the work of subordinates to facilitate productivity or to overcome difficult aspects of work
Evaluate employees' job performance and recommend appropriate personnel action
Perform other duties as assigned by leadership
A Bachelor’s Degree from an accredited college or university required, equivalent experience considered in lieu of degree
4 years’ experience in a supervisor role, preferably in a call center or customer service environment required
Ability to manage a high level of confidentiality
Proficient in Microsoft office suite
Excellent organizational, written, and verbal communication skills
Work is constantly performed in an office environment

Sales Call Center Supervisor Resume Examples & Samples

Responsible for leading and developing a team of approximately 15-20 Associates in Consumer Sales and Service in a Call Center environment
Computer skills - working with Microsoft Office applications (Excel Power Point, Word, etc.)
Ability to review and analyze call center reports to access coaching recommendations
Must be highly motivated, team player with the ability to work independently with minimal supervision

Call Center Supervisor Resume Examples & Samples

Previous experience with leadership, management, sales and customer service
Ability to provide honest feedback to staff
Comfortable working under pressure

Call Center Supervisor Resume Examples & Samples

Assist the team in developing and implementing team and individual measurements in support of process and organizational goals
Lead team by role modeling company values
Provide technical education on call center strategies, including all related policies and applicable laws governing billing and collections
Communicate business performance and direction
Must be PC proficient
Must have understanding of call center dynamics and key measurements

Call Center Supervisor Resume Examples & Samples

Oversees one or more teams of C Sales Call Center associates who handle incoming calls or make outbound follow-up calls
Acts as an escalation point for resolving the most difficult customer issues
Evaluates the quality of Sales Call Center Associates' 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 to Customer Service Representatives
Approves and implements streamlining opportunities and process improvements
Tracks and reports contact center performance against objectives and goals (i.e. quality, call volume, customer satisfaction, etc.)
May serve as a back up to more senior management in their absence

Call Center Supervisor Resume Examples & Samples

Supervise a team of Customer Service Representatives including staffing, performance and talent development
Manages, develops and implements all processes associated with the IDS Solution Center to include the Corrective and Preventive Maintenance process and the management of the Raytheon Corporate Operator system
Responsible to ensure all processes are aligned with Company Directives and Standard Procedures, as well as adhering to all Federal, State and local requirements
Develop and implement Preventive Maintenance work requests
Assist in the development of standard reports as well as fulfilling on demand data requests in support of internal and external audits
Frequent interface/partnering with Raytheon Facilities, Quality, Operations, EHS, and Security Leadership
Apply existing skills in support of the management of the Maximo system
Responsible for providing training to the Solution Center staff and site personnel on the use of the Maximo system
Assist the Solution Center Manager and Site personal with other duties as required
Minimum 2 Years Supervisory experience
Minimum 2 years Customer Service experience
Prior Service/Call Center experience
Highly proficient with Microsoft office suite
Proven ability to supervise a results driven team in a customer service environment
Proven ability to handle difficult situations and resolve client/customer issues
Ability to learn and perform required duties on Raytheon Company Management software, to include Maximo
Prior use of Maximo (or comparable Computerized Maintenance Management System) use
Prior experience in the use and development of data reporting software
Basic sql database/query experience
Prior Facilities Management experience
Bachelor Degree (Communications, Marketing, Business, or related field)

Call Center Supervisor Resume Examples & Samples

Manage Qfiniti telephony monitoring system
Monitor and audit AMS RoadNet, SAP, CETS and PepsiCo Dispatch Software
Provide feedback for improving accuracy and performance measures
Identify and escalate performance and productivity concerns with compliance of processes, practices and procedures through the appropriate leadership
Monitor and maintain confidentiality of customer's personally identifiable information at all times
Deliver training, as needed
Support Pepsi Equipment Services University (PESU)
Assist in preparing and updating Call Quality Standards documents and training of said materials to all PES representatives on departmental call quality initiatives
Publishing various QA Reporting and preforming trend analysis as necessary
Analyzing Long & Short Calls and reporting analysis of those calls to leadership
Exceptional Written and Oral Skills
Public Speaking (**wasn't sure of this, but thought something could be added pertaining)
2 - 5 years' experience in Call Center and/or MEM department
Prior Experience or Equivalent Working Knowledge of the MEM Move Scheduling role
Knowledge of SAP/CETS/AMS RoadNet/Click applications
Experienced in Call Quality Voice and Data Capture Systems such as Qfiniti
Experience providing coaching and feedback

Call Center Supervisor Resume Examples & Samples

Provide leadership and direction to call center
Coach and develop call center associates and suport staff to full potential
Manage communications to key internal and external stake holders for the success of the call center,
Motivate and inspire all associates to surpass their potential
Document any and all issues related to call center performance
Conduct team meetings, external and internal partner meetings as required
Monitor call center performance to ensure Quality, Adherence, attendance and service levels are met
Ability to work well with people
Exceptional organization and time management ethic
Positive attitude, good judgment and strong work ethic
Ability to work under extreme pressure
Ability to make sound decisions with minimal guidance
Ability to prioritize functions to ensure all processes are completed
Use of industry terms and vocabulary
Remain up to date and knowledge on the day-day operations
Proficiency with all department programs
Identify trends, issues and maintain an open line of communication with the Sr. Manager and Director of Contact Center
Superior communication skills and ability to diffuse an emotional situation

Outbound Call Center Supervisor Resume Examples & Samples

Maintain a working knowledge of all current and active research studies
Ability to explain difficult concepts in simple terms
Personable and able to quickly build professional relationships
Effectively communicate and positively influence performance of
Team members
Develop employees and improve individual/team performance
Provide effective delivery of employee feedback and coaching
Provide and accept coaching and development feedback

Call Center Supervisor Resume Examples & Samples

Assign and directs the workflow of team members, and coordinates with other functional areas inside and outside the department
Maintains quality and quantity standards and provides feedback to the employees
Responsible for staffing issues, turnover, hiring of employees
Ability to successfully interact with others to accomplish goals and solve problems
College degree or equivalent work experience
Excellent communication, organizational, and planning skills

Call Center Supervisor Resume Examples & Samples

Two (2) or more years of Call Center Supervisor experience in a non-healthcare industry a plus
Ability to learn and provide ongoing training and coaching for call center employees
Ability to quickly learn ICD and CPT code billing as well as state fee schedule/UCR knowledge
Demonstrate ability to manage people in a fast-paced team environment
Interview and Hire new staff; perform discipline and terminations if necessary
Working knowledge of Strataware or Comp IQ Bill Review software
Support and assist all levels of the organization
Create and maintain a positive, team-oriented work environment
Facilitate continuous learning and skills development necessary
Assist in client demonstrations and presentations relating to the Bill Review process and system
Ensure individuals and team meet departmental performance expectations, meeting deadlines of said documents
Conduct monthly performance review and appropriate feedback with assigned personnel
Complete annual performance appraisal and update measurable performance expectations and development plans for all employees in a timely and comprehensive manner
Conduct performance improvement coaching and appropriately document performance improvement plans and/or corrective action for staff who fail to meet expectations for performance, attendance or behavior
Evaluate and manage workflow and make adjustments as needed to increase efficiencies
Manage bill volume inventory and make adjustments as needed
Ensure accuracy and timeliness of employee information provided to payroll
Respond to client/provider issues in a detailed, professional and timely fashion as specified by client contract and/or expectations
Assist with client presentations/tours, as requested by management

Call Center Supervisor Resume Examples & Samples

Assist in the development of reports as well as fulfilling on demand data requests in support of internal and external audits
Apply existing skills in the support, development, and management of the Maximo system
Support the development and implementation of new services and technology across the Facilities organization
Minimum 4 years relevant experience
Minimum 2 years Maximo (or comparable Computerized Maintenance Management System) experience

Referral Specialist Team-call Center Supervisor Resume Examples & Samples

Provide managerial oversight of Humana At Home Associates
Monitor and audit staff performance
Develop plan of action for process improvement
Oversight of daily operations
Ensure compliance and accuracy regarding program design and implementation thru monitoring and reporting of associates
Work collaboratively with other members of the leadership team and comply with policy and procedures, performance and reporting standards as defined by Humana At Home
Meet or exceed business goals while providing perfect member experience
Review current processes and provide modification as the business needs change and present the changes to the business leaders
Additional responsibilities as deemed appropriate by Humana At Home leadership
Previous formal leadership experience or 1-2 years of equivalent experience in coaching individual team members towards meeting and exceeding productivity goals
Ability to effectively develop, mentor and train associates at all levels and drive increased performance
Proven ability to work independently and demonstrate critical thinking skills
Exceptional communication and interpersonal skills
Able to demonstrate proficiency with Microsoft Office Products
Demonstrated ability to handle multiple tasks in a fast-paced, changing environment
Flexible scheduling availability, with evenings and occasional weekends as business needs dictates
Educational degree preferred
Formal experience leading teams of 20+ preferred
Previous call center leadership experience
Demonstrate aptitude with Microsoft Excel, PowerPoint and Outlook navigation and manipulation
Previous experience working in a managed care field
Bilingual-Fluent in Spanish and English

Call Center Supervisor Resume Examples & Samples

Self-motivated, high energy, principled-based leadership qualities
Ability to develop and motivate staff
Sound judgment and critical thinking abilities
Ability to prioritize and multi-task in a fast-paced environment
Strong analytical skills including ability to review employee data and behavior to target coaching opportunities
Demonstrated strong oral and written communication skills including confidence speaking in front of large groups
Working knowledge of Microsoft Excel, Word, PowerPoint
CSS/Mainframe, Microsoft Outlook, Excel, Word
Minimum 2 years leadership experience in a Service or Contact Center environment; 3-5 years leadership experience a plus

Call Center Supervisor Resume Examples & Samples

Provide departmental leadership in assigned functional area
Responsible for supervision of contact center employees to assure productivity, quality, and timeliness of work in the completion of assigned projects and departmental goals
Participate in interviews and recommend hiring of contact center staff, as needed
Complete employee performance assessment at end of assignment
Adhere to the Title 13 requirements for maintaining confidentiality of all Census data
Immediately report system issues to manager or appropriate parties
May be required to work weekends, holidays, or off-shift, as necessary. Overtime may be required
Six months supervisory or leadership experience preferred
Minimum of one-year customer service or contact center experience required
Demonstrated customer service, leadership and team interaction skills required
Security Clearance required. Position contingent on ability to obtain low risk security clearance
Must be able to read and speak English clearly, professionally and fluently

Collections Call Center Supervisor Resume Examples & Samples

2 to 5 years experience in a leadership role, leading a team of people
Escalations management experience preferred
Experience coaching individual team members towards meeting and exceeding productivity goals
Ability to handle multiple tasks in a fast-paced, changing environment
Ability to build strong relationships across the business

Collections Call Center Supervisor Resume Examples & Samples

Motivate and develop associates with innovative recognition techniques to ensure individual and team performance expectations are met
Provide best in class customer service to internal and external customers
Ensure team compliance with quality, productivity and retention standards
Address and resolve associate issues by exercising judgment and acting as an associate advocate
Drive revenue generation results by implementing innovative solutions to overcome obstacles
Conduct interviews and recommend talented candidates for hire to maintain a dedicated, high performing workforce
Write and administer effective formal performance appraisals, performance coaching and progressive discipline
Identify, resolve, and escalate concerns (associate, system, client) as needed
Be a champion of innovation and change
May establish and maintain relationships with relevant client representatives
Perform other duties as assigned
Collections/ Customer Service experience preferred

Call Center Supervisor Resume Examples & Samples

This is a 1st shift position. Candidates must be able to work an 8 hour shift between the hours of 8am - 7pm
The schedule for this position is most often Monday - Friday. However, candidates must be able to work weekends up to every 4th week. (The weekend work will consist of an 8 hour shift between the hours of 8am - 8pm.)
2+ years of experience

Call Center Supervisor Resume Examples & Samples

One of the following: 2+ years in banking, customer service and/or sales experience or 60+ hours of college course credit
Ability to meet training standards
Leadership skills
Knowledge of the Internet

Call Center Supervisor Resume Examples & Samples

3 - 5+ years experience in managing high volume transaction processing Healthcare experience preferred
Multiple years proven leadership experience setting strategic direction and influencing change that resulted in quantifiable positive outcomes
Proven strong leadership skills managing large high performance teams
Previous Call Center / operations experience

Call Center Supervisor Resume Examples & Samples

Maintain or exceed customer service levels
Review and manage call que, assisting customers as needed via escalation procedures and supervise associates to ensure adequate call conversion
Responsible for providing reporting on service levels for call center performance, Accuracy of transaction processing, quality of call when monitoring
Perform Supervisory duties including assigning and monitoring progress of tasks
Mentor CSR’s guidance on suggestive selling to increase average order value and improve call center conversions to sales
Handle escalated calls with order discrepancies in a professional manner
Minimum 2 years supervisory or team lead experience in a call center environment
Minimum 2 years experience in merchandise / sales environment
Showcase and AS400
Retail Call Center
Collections experience

Call Center Supervisor Resume Examples & Samples

Responsible to supervise a team of CSR's to include accountability for time and attendance, goal setting and attainment, problem solving, and appropriate disciplinary actions
Act as an information source and answer CSR's questions, assign tasks and following up; giving instructions as needed
Use analytical skills to assess successes, failures, issues, obstacles, trends, and other items that affect campaign results
Preparing and directing schedules and monitoring attendance
Follow up and resolve customer complaints and questions
Carrying out performance measurement, monitoring, and evaluation of all agents to improve efficiencies
Spearhead, oversee, conduct, and attend regularly scheduled monitoring sessions with client’s services and clients
Work with the Director of Operations, Client Services, and/or client(s) to determine the number of Sales Representatives to be assigned to each project
Other duties as assigned by Director of Operations, and/or other members of management
Bachelor's degree in Sales, Marketing, and/or Business preferred
Two years previous supervisory experience, including employee evaluations, corrective counseling, motivational techniques, employee development and understanding of acceptable Human Resources practices is required
Proven customer service and sales history to include proven abilities to overall objections required
Excellent attendance is critical
Excellent organizational and time management skills are required
Knowledge of direct sales processes and procedures preferred
Excellent mathematical and analytical skills are preferred
One year of experience in the telemarketing industry
Must possess outstanding leadership abilities, including the ability to supervise and manage the activities of numerous people
Must possess the ability resolve conflict effectively

Systems Support & Customer Call Center Supervisor Lacey Resume Examples & Samples

Working-level workload management skills - plan and organize assignments to create timely, accurate work products. Work efficiently, remain focused, and handle interruptions effectively
Mastery-level research skills – collect, synthesize, and evaluate information
Mastery-level problem solving skills
Mastery-level technical consulting skill -- provide long term strategic and change management consultation
Working-level customer service skills - build and maintain customer relations and satisfaction
Read the job posting very carefully. Find out as much as you can about the position
Make sure you are very diligent in following all the application instructions. Include all requested documentation
Make sure your application and supplemental question responses address how you meet each of the required and desired qualifications
Carefully read each of the supplemental questions and respond completely to each one. Pay careful attention to each component of the question, providing examples, and thoroughly describing when and where you achieved the proficiency level, and detail the types of work you performed, the work products, etc., to demonstrate 'how'
Specifically include all of your work experiences doing the same or similar work, especially if you reference work in these jobs in describing when/where you gained proficiency level skills

Call Center Supervisor Resume Examples & Samples

Staff Management & Development: recruit, train, coach, and develop staff call center patient access liaisons
Work collaboratively to develop and deliver training and/or in-services for staff to support existing or new programs
Facilitate communication, team building and customer service skills
Ensure legal and/or regulatory compliance with HIPAA and Allina policies
Demonstrate leadership qualities to motivate employees
Assist operations manager with call routing design, interval scheduling and forecasting, and resource balancing of phone load
Proactive and continuous review of staff schedules to insure all shifts are appropriately covered
Call Center Quality: Make recommend RCC work process redesign requests as needed
Develop quality call monitoring process
Integrate quality controls in the RCC work processes
Develop key quality measurements in critical call center processes that communicate true customer experience
Analyze data to determine what changes to processes need to be made and make recommendations

Call Center Supervisor, Technical Support Resume Examples & Samples

Creates and implements individual development plans and related coaching plans to establish behaviors that will lead to improved metrics
Participates in regular call monitoring calibration sessions to ensure that customer experience standards are consistent applied across the region
Promotes professional service culture to achieve a complete service interaction: serving, solving, promoting and following through on opportunities for cross selling. Serves as a role model for the team in all aspects of the business. Balances the urgency of meeting business goals with focus on team success
Implements and documents coaching, performance improvement, and recognition plans, as well as performance evaluations to optimize individual and team performance. Hires and builds a team of Representatives that has the ability and resources to achieve performance, diversity, and service goals
Collaborates with local HR to plan for and ensure mandatory team and individual training targets are met
Implements formal and informal practices and procedures to motivate and recognize employees and ensure employee engagement is high
Develops and implements recognition programs to encourage and reward Representatives for meeting targets related to serving, solving and selling
Collaborates with Customer Care Manager, Customer Experience team and other Customer Care Supervisors to plan and coordinate efforts to ensure that Customer Care objectives are achieved
Manages attendance trackers to track progressive steps for disciplinary action. Consults with Human Resources partners to determine eligible time off for employee leaves of absence
Approves and manages exceptions and audits to accurately reflect productivity measurements
Attends job-related training and informally remains current on Cox’s telephony, data, and video products and offerings, sales and leadership through completion of required/recommended training program

Call Center Supervisor, Account Services Resume Examples & Samples

Formally and informally coaches and develops the performance of the team to ensure they have the capabilities required to meet targets and increase customer loyalty
Applies functional and technical expertise and knowledge of performance standards to provide on-the-job training to team members
Reviews performance data (e.g., scorecard, ACE behaviors, monitored calls, etc.) and diagnose performance gaps to identify performance and productivity gaps
Discusses Monthly Achievement Plans regularly with Representatives to identify and agree on actions to improve performance
Monitors calls and evaluates individual Representative effectiveness on key behaviors to provide coaching to improve performance and the customer experience
Participates in regular call monitoring calibration sessions to ensure that customer experience standards are consistent applied across the center
Implements and documents coaching, performance improvement, and recognition plans, as well as performance evaluations to optimize individual and team performance
Hires and builds a team of Representatives that has the ability and resources to achieve performance, diversity, and service goals
Manages day-to-day activities and business to maintain momentum and a sense of urgency toward desired results. Continually focuses driving high standards of performance, correcting performance gaps, and works relentlessly to overcome obstacles and meet or exceed challenging goals
Reviews calendar, schedules, and tasks to plan/modify work schedules and ensure customers are served and priorities are achieved
Maintains a safe and positive work environment in compliance with all Cox safety policies
Resolves complex customer complaints and handles issues escalated by team members in a timely manner
Makes recommendations and/or decisions in real time to match capacity to demand and adjust methods of call handling to deliver the customer experience
Leads team meetings/huddles to cascade information, coordinate efforts and communicate changes in direction, products, policies, expectations and performance against service, quality and sales goals, processes, and standards
Communicates customer concerns, trends, recurring issues, sales and service opportunities, and related issues to higher leadership and within the Customer Care team
Recommends and coordinates implementation of solutions with various Cox organizations
Reviews Monthly Achievement Plan and Supervisor scorecard regularly with Manager to identify opportunities to improve results
Collaborates with other departments to ensure that a high quality customer experience is achieved and to resolve system and process problems
Collaborates with the Customer Operations team to ensure operational efficiency is achieved
Controls expenses while meeting or exceeding system revenue goals
Ensures that Representatives update all required customer information in a timely fashion
Ensures accurate employee compensation by tracking and managing time and labor
Manages attendance trackers to track progressive steps for disciplinary action
Consults with Human Resources partners to determine eligible time off for employee leaves of absence
Follows up on required Cox University course completion to keep the knowledge base and required certifications current
Reports and follows up on Customer Care tool failure
High school graduate or GED or equivalent work experience
3 years experience working as a team leader/team coach (formal Supervisor position not required) customer service, sales, retention, or retail environment
1 year work experience using Windows-based PCs, Microsoft Office (Word, Excel and Outlook) in a work setting

Call Center Supervisor Resume Examples & Samples

Current or Prior Supervisory and/or Leadership experience, minimum 2 years, required
Direct experience managing and/or leading 10 or more team members, preferred
Call center experience in a medical billing environment, strongly preferred
Supervises the day-to-day functions of the Patient Billing Call Center area. Has direct supervisory responsibility for 10-20 non-exempt employees. Accountable for the performance of the department and the employees. Responsible for making sure that the department has adequate phone coverage and that correspondence is processed in a timely manner
Evaluates employee performance and conducts quarterly and annual employee reviews. Responsible for administering Performance Improvement plans when employee performance is sub-par; and responsible for administering disciplinary actions when policy violations occur
Responds to and resolves complex problems in response to client billing inquiries and problems; this includes handling irate patient calls. Uses multiple billing systems and lab systems to research, troubleshoot and resolve problems in order to address patient complaints
Provides coaching and guidance to staff and leads by example. Is an advocate of continuous improvement and LEAN principles. Performs formally documented GEMBA walks no less than twice per month
Holds monthly departmental meetings with staff. Attends meetings as requested by management and Human Resources
Reports directly to the Manager of Patient Customer Service

Temp Call Center Supervisor Resume Examples & Samples

Delivers performance reviews of team members, conducts disciplinary interview/counseling, and completes and files all necessary HR documentation
Participates in client quality calibration sessions
Solid knowledge of computers and software applications including spreadsheet (Microsoft Excel), word processing (Microsoft Word), and e-mail (Microsoft Outlook) software applications
Strong customer services skills
Ability to speak effectively before groups of customers or employees of the organization
Ability to work in a fast-paced environment, adapt to changing priorities, meet deadlines, multi-task effectively and work well under pressure
Ability to follow defined procedures and deal with different and specialized situations
Ability to plan own work and the work of others and lead work groups or teams

IMS Help Desk Services Call Center Supervisor Resume Examples & Samples

Perform all supervisory responsibilities associated with the IMS Help Desk Call Center services department including employee related issues
Enforce company policies and procedures as a member of management for all employees within the Help Desk Services department
Present a professional image as a representative of the company
Establish and maintain effective professional working relationships with co-workers and every level of management
Determine the goals of IMS Help Desk Call Center Services within broad outlines provided by IMS management and contribute to the continuity of computer services by providing necessary technical leadership and project coordination
Forecast call center trends, prepare value added metrics, and prepare the call center for future growth
Stay abreast of the latest developments in IMS technology and remain highly technically competent at all levels of data processing while striving for enhanced user productivity through implementation of new software technology where applicable and the implementation of policies that more effectively utilize IMS resources
Evaluate customer satisfaction and SLAs in relation to the Help Desk Call Center services
Serve as a technical resource to the Call Center Technicians
Train Call Center Technicians
Create/maintain/interpret Call Center policies and procedures
Good understanding of current applications and trends in IMS technology
Ability to analyze information related to computer technology to assist in directing company management in the selection of software and hardware to meet the needs of the organization
Ability to exercise strong judgment in analyzing, appraising, evaluation and solving problems of a difficult procedural, organizational, administrative or technical nature
Ability to travel to other Berry locations
College degree preferable or equivalent work experience
A+ certification

Call Center Supervisor Resume Examples & Samples

Insures call center metrics and measures are achieved
Actively supports the agents to insure they feel aligned with the company and call center goals
Communicates effectively with internal and external customers, agents, peers and management
Provides ongoing training to team as operational changes and updates are made
Works with management to effectively implement new programs
Responds to requests for information regarding calls, safety and policy
Coaches and interacts with agents to support their development and performance
Conducts annual performance reviews
Monitors, assesses and communicates performance and behavioral incidents with agents according to disciplinary guidelines
Makes independent decisions based on customers’ situations which requires sound judgment and interpretation of established guidelines and policies
Excellent interpersonal skills – must be able to relate to individuals and be supportive
Excellent communication skills (written and verbal, good listener)
Strong aptitude and enthusiasm for learning and teaching others
Ability to take direction and work independently
Advocate for change management
Demonstrate leadership – leading by example
Adaptability and flexibility – to changes and priorities
Minimum high school diploma; college degree preferred
Minimum of 3-5 years of call center supervisory experience, including coaching, motivating employees, writing and delivering performance and disciplinary evaluations
Familiarity with ACD systems and reporting, call center metrics
Working knowledge of computer systems, Windows applications
Working knowledge with SAP is desirable

Call Center Supervisor Resume Examples & Samples

Meet service level, call handling of both inbound and out bound calls, and performance objectives supporting corporate goals and objectives
Communicate and uphold policies pertaining to fulfillment of end-to-end vision
Supervise and contribute to improving results of service programs to improve delivery of end-to-end service
Recruit and assist with the training of new hires

Technical Support / Call Center Supervisor Resume Examples & Samples

Experience with desktop operating systems including Windows ( Microsoft Office Word, Excel, Outlook, PowerPoint)
Basic understanding of computer systems and internet connectivity
Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills
3-5 years supervision in a fast paced inbound support environment required. Technical support experience preferred
Proven analytical and problem-solving abilities
Ability to effectively prioritize and execute tasks in a high-pressure environment
Experience working in a team-oriented collaborative environment

Operations Call Center Supervisor Resume Examples & Samples

College degree or equivalent years of experience
High balance collections experience preferred
Ability to effectively motivate associates and drive increased performance
Strong understanding of business drivers
Effective verbal and written communication skills
PC skills in a Window environment
Previous call center experience preferred but not required

Imaging Call Center Supervisor Resume Examples & Samples

Supervises the day-to-day activities in accordance to ensure quality and/or quantity goals are met. Identifies, coordinates and implements projects and/or programs to improve the quality and costeffectiveness of operations
Ensures projects are completed on schedule following established procedures and schedules. Estimates personnel needs and assigns work to meet completion dates
Reviews department/unit/area performance. Develops operating and customer service procedures. Ensures compliance with department/organization policies/procedures. May perform, especially in staff or professional groups, ongoing operational tasks of organizational units
Supervises, coordinates and provides leadership to and reviews the work of assigned staff. Provides training, coaching, and professional development. Interviews and recommends candidates for employment or termination. Conducts performance evaluations and salary reviews for assigned staff. Resolves grievances
Assists manager with development of short and long-range departmental goals and objectives. Accountable for non-payroll budget expenses. Participates in the budget planning and preparation process of assigned work units to meet the fiscal goals for capital, payroll and non-payroll expenses. Provides support and advice to management
Serves as a liaison between management, other departments, subordinates and/or members. Resolves problems and complaints from client departments, other managers and/or members. Conducts analyses and produces management reports
Kaiser Permanente conducts compensation reviews of positions on a routine basis. At any time, Kaiser Permanente reserves the right to reevaluate and change job descriptions, or to change such positions from salaried to hourly pay status. Such changes are generally implemented only after notice is given to affected employees
Minimum three (3) years of experience supervising a multi-disciplinary staff of non-exempt and entry level exempt employees
Experience with procedures/policies/regulations in a specific functional area
Experience conducting training programs
Experience with budget management

Call Center Supervisor Resume Examples & Samples

Bachelor's Degree is required or equivalent
Must have 2 to 5 years related experience, including supervisory experience
Experience in call center operations preferred
Experience with social platforms preferred
Strong interpersonal communication skills including verbal, written, and presentation
Provide oversight and guidance to 3rd party agents handling escalations and social media
Facilitate weekly business reviews
Occasional travel internationally for vendor site visits
Results driven and self-motivated
Proficient Microsoft Office skills, including Excel, Word, PowerPoint and Visio

Call Center Supervisor Resume Examples & Samples

Supervise the call center workforce management team. (Forecasting, Scheduling, Real time management)
Responsible for achieving service level on an interval, hourly, weekly and monthly basis
Responsible for ensuring all field operations metrics are being met
Accountable for supervising the relationship between workforce management team and the field and call center supervisors
Accountable to ensure all field dispatching is being done on a timely manner
Accountable for ensuring all daily reports are being published based upon the service level agreement
Required to conduct field visits as deemed necessary

Call Center Supervisor, Customer Service Resume Examples & Samples

Supervises the daily workflow and scheduling of inbound claim customer service representatives
Compiles data and analyzes inbound ACD reports for key metrics
Monitors individual performance through the review and analysis of operational reports
Conducts quality monitoring to ensure accuracy of information provided to customers and quality of customer service
Receives and resolves customer complaints in a timely and courteous manner and assists with incoming calls when need arises
Serves as a technical subject matter expert and trains, coaches and develops new-hire employees
Administers counseling and corrective actions for employees displaying problematic behaviors. Maintains appropriate progressive discipline logs and partners with Human Resources on facilitating the termination process when needed
Supports staffing initiatives by screening, interviewing and selecting new employees for current job vacancies
Bachelor’s degree in a related field (4 additional years of comparable work experience beyond the required years of experience may be substituted in lieu of a bachelor’s degree)
Three or more years of call center experience
Three years of experience in a call center supervisory/lead capacity
Intermediate proficiency in Microsoft Office applications to include Word, Excel, PowerPoint and Outlook
Strong organizational skills and ability to effectively communicate with customers and subordinate employees
Three to five years of experience in Medicare Advantage, Part D (MAPD) operations

Call Center Supervisor Resume Examples & Samples

Oversees one or more teams of customer service associates who handle customer service inquiries and problems via phone and/or email
Ensures professional and courteous customer support services are delivered to romote a productive and positive relationship with customers
Communicates with clients, vendors and other departments to ensure quality service delivery and customer satisfaction
Considerable knowledge of the company’s products, services and business operations to enable resolution of customer inquiries
Call Center 24x7 environments
Some flexibility of hours is requiredIntermediate level supervisory role. Works under general direction of customer service management. Typically supervises a team of fifteen to thirty Contact Center Representatives. Typically requires a minimum of four years’ experience in a call center or customer service-related position in a service industry. Typically requires two or more years supervisory or team leadership experience. Demonstrates experienced level of competence and mentors entry level supervisors in the areas of problem solving, change management, strategic thinking and leadership

Mortgage Servicing Call Center Supervisor Resume Examples & Samples

Insures MB Financial standards for customer relations are fulfilled within the servicing operation
Monitors day to day activities of team members to ensure work is completed within standards
Assists in the hiring, evaluating, and coaching team members

Clinical Call Center Supervisor Resume Examples & Samples

Supervises and directs both clerical and nursing staff at the Clinical Contact Center
Resource for staff questions
Problem resolution for members and providers
Call and documentation monitoring
Interpretation of individual and team performance data: attendance; phone performance; appointment booking; and scripts and protocol utilization
Is responsible for all appropriate documentation and reporting requirements, such as QA reports, performance evaluations, time sheets, and budget variance reports
Establishes performance goals and provides counseling, coaching, feedback, recognition, training and development to staff
Supervises the daily operations of staff and established work flows to achieve the service level goals for each department: Appropriately shifts staff between departments and work flows as needed; monitors all Contact Center pools for adherence to response guidelines; monitors real-time adherence and activity of staff; and monitors real-time inbound call queues
Works with the Clinical Contact Center Control Desk staff to develop and interpret accurate and useful data on phone performance; uses data to establish individual, team and department performance standards and well as evaluate individual, team and department performance; uses data to motivate staff to meet, sustain and surpass performance goals
Interviews applicants for the Tele-service role, using the formatted interview process, offering positions to qualified candidates
Follows the Corrective Action process with employees, when indicated and terminates employees appropriately utilizing this Corrective Action process
Ensures accurate electronic payroll for all direct reports per the established guidelines
Works with other Clinical Contact Center staff and leadership to identify trends; develop quality improvement programs focused on areas requiring improvement, training, retraining; areas of excellence to be emulated; methods, procedures and programs to increase external and internal satisfaction with KPMAS phone and appointment performance
Works with the Medical Director of the Clinical Contact Center to resolve provider concerns; develops training and quality improvement programs to ensure appropriate use of scripts and protocols
When needed works with Union Representatives, Shop Stewards to resolve contract issues; disciplinary action resolution; and resolution of employee grievances
Serves as liaison to designated patient care department such as Pediatrics, OB, Adult Medicine, Surgical Specialties, Medical Specialties or Behavioral Health
Responsible for implementing disaster recovery systems to ensure that service to members continues with minimum disruption when phone systems, electricity, and mainframe computers crash
It requires assessment and diagnosis of problems, directing and escalating resolution to a variety of departments, vendors, and public utilities, activating back up systems, notifying the rest of the region, moving center staff to the emergency sites and resuming normal operations when systems return to service
One (1) year of Call Center or Customer Service Center experience required, some portion of which must have involved significant volume phone operations and/or appointment booking
Experience supervising or leading employers
Experience with use and interpretation of quantitative statistical reports and analysis preferred
Experience with telephony, PCs, queuing theory, forecasting and scheduling preferred
Bachelor's degree in business administration or health care administration or equivalent (Additional four years) combination of education and experience preferred
Computer literacy (spreadsheets) preferred
Understanding of health care organization, provider needs preferred

Call Center Supervisor Resume Examples & Samples

Supervises, organizes, mentors and coaches customer care representatives and leads
Responsible for directing and implementing a broad range of customer care activities to include resolving complex or sensitive customer complaints and difficult telephone calls
Participates in the performance review of staff
Involved in the skill development of team members through recurring coaching and training sessions
Partner with Human Resources to administer company policies to include performance and attendance as well as recruitment hiring, interviewing and selection
Customer billing systems or troubleshooting tools preferred
Current/Previous experience in cable/High speed Data services and/or experience in the Telecommunications industry preferred

Call Center Supervisor Resume Examples & Samples

1 - 3 years Supervisory experience, preferably in a call center environment, or enrolled in/have completed the LEAD Program and/or additional experience including the coach desk, nesting coach, quality, training, talent acquisition, human capital, and OSC
Strong understanding of TeleTech's business, core values, and goals
Ability to lead and partner successfully with staff and chain of command
Proficient English, both written and verbal
Open, honest, and empathetic manner when dealing with people
Strong attention to detail and desire to follow procedures
High customer service orientation
Working knowledge of database applications such as MS Office(Excel, Outlook, PowerPoint), Oracle, Kronos or ability to learn technology quickly
High level of integrity, honesty, and judgment
Must be flexible with schedule up to and including willingness to work overnights if needed
Knowledge of call center business
Data analysis and reporting
Action planning
Customer Satisfaction Scores
AHT - (Average Handling Time)
Quality Scores
FCR - (First Call Resolution)
RPC - (Revenue Per Call)
80% Coaching Action Plan (CAP) utilization
Improve the key success metrics associated with quality and goals. These include
Develop, coach, support, and evaluate the team. Responsible for development of staff. Previous experience working in similar environment with demonstrated ability to train team members, in‐person or virtually, as called for. Tracks TTECH U completion rates. Establish realistic team goals and performance objectives. Provide real‐time feedback to staff. Hold team accountable for meeting all performance indicators/metrics, using reporting tools and techniques. Provide constant coaching to Team Leads, one‐on‐one sessions, and design action plans to improve performance. Follow up with action plans and provide career development advice to staff. (Coaching, achievement motivation, influence, communication, mentor, judgment, accountability)
Ensure team has tools, systems, and support needed to perform their job. Must be able to identify and set up ideal workspace per job requirements; this includes having access to the proper equipment required to fully perform all job functions. Escalate system level issues to the appropriate systems/IT support/ vendor team. Clearly identify all system level errors including the scope of problems and relative urgency. Provide clear documentation of problems via e‐mail or ticketing system to the appropriate team. Ensure that problems have been addressed. (Problem solving, system troubleshooting, communication, reporting, attention to detail)

Banking Call Center Supervisor Resume Examples & Samples

In coordination with the Customer Contact Center Manager, responsible for the day to day supervision of assigned staff including, but not limited to, interviewing, hiring, training, assigning and directing work, coaching and counseling, and performance reviews
Will work as agent in the Customer Contact Center throughout peak periods and as needed
Coordinates training for new agents with regional Trainers
Provides Contact Center staff with on-going training to enhance staff’s ability to assist customers and trouble shoot all areas of customer concerns
Assists Customer Contact Center Manager with monitoring agent and operator calls, rating the call performance and providing feedback to agents and operators through coaching sessions
Prepares daily reports pertaining to Contact Center staff performance, such as number of calls taken, number of calls ended without resolution, call duration, etc
Responsible for maintaining a working knowledge of all company software, products and services required to effectively answer both agent and customer inquiries
Supervisor will assist Customer Contact Center Manager with updating Customer Contact Center manual, which includes best practices as well as step by step procedures for job tasks
Supervisor will assist Customer Contact Center Manager with updating and testing the Customer Contact Center Business Continuity Plan
High school diploma, general education degree (GED), or equivalent required; Bachelor’s or Associates degree a plus
3 or more years’ experience in customer service in the banking industry required. 1 or more years’ experience in call center setting strongly preferred
Must have good working knowledge of banking regulations
Must be bilingual in English and Spanish with the ability to speak, read, and write effectively in both languages
Previous supervisory experience strongly preferred
Must have the ability to direct, lead, and motivate others in a team environment
Must have demonstrated, excellent customer service skills
Must have excellent judgement and decision making skills with the ability to effectively resolve escalated customer and staff concerns
Strong analytical, time management, organizational and problem-solving skills with the ability to multi-task and work in a fast-paced, deadline-driven environment
Strong computer skills including proficiency with Microsoft Office suite of products (specifically Word, Excel and PowerPoint) and the ability to learn and utilize custom banking systems and applications in a rapidly. changing business and technology environment
Must be able to work a flexible schedule to include required evening and weekend hours

Call Center Supervisor Resume Examples & Samples

Location/Facility – Round Rock, Texas
High School Diploma / GED Equivalent Required
Minimum 2 years’ experience in a Call Center or Service Center required
2 years supervisory experience preferred

Call Center Supervisor Resume Examples & Samples

Employee development - Coaching, training, skill enhancement, annual reviews, reporting and follow up, career planning and goal setting, coaching database maintenance
Administration - reporting, time entry in Peoplesoft, statistical analysis of own and others reports, meetings (intra- and inter- departmental), staffing, scheduling, vacation planning
Team development - employee development and implementation, lead team meetings, evaluate and implement processes and procedures, new hire interviews, problem solving (teaching and doing), daily operation
Cost Control - Analysis of variance within the dispatch function as well as making decisions about the amount to credit a customer or chargeback a contractor
Business Development - Sales contractor and sales management interface, customer relations, bids, customer relations problem solving, and develop vendor relationships pertinent to new opportunities
Contractor Relations - Coaching, follow up, recognition, liaison, problem solving
Projects – Direct and oversee implementation as well as reporting on results
Personal Development - Cross-training, seminars, sales calls and trade shows

Call Center Supervisor Resume Examples & Samples

Accountable for ensuring call center staff are on task and meet call metrics and work objectives
Accurately follow and explain policy and procedures as outlined in the Operations and Procedure Manual to staff
Train document trip authorization according to the Operation and Procedure Manual
Respond to customer inquiries and problems providing timely and accurate information or directing inquires to Managers
Remain informed on new policy and procedures and other general information of interest to customers
Report on metrics and work objectives

Call Center Supervisor Resume Examples & Samples

High School Diploma required, Bachelor Degree preferred
Excellent communication, interpersonal and negotiation skills required
Working proficiency with metrics, measurements, reports and operations
Knowledgeable in medical and health insurance (a plus)

Call Center Supervisor Resume Examples & Samples

ACD/Non-ACD Expectations
Handles inbound phone and email inquiries from Coworkers and Customers
Provides performance feedback and coaching on a regular basis to each team member supporting a highly effective team that achieves high performing results
Support the identification, development and implementation of continuous improvement ideas
Advance RAC’s Mission of “Improving the quality of life for our coworkers and our customers.”
Is available for employees who experience problems with interactions providing appropriate coaching, direction and resolution
Supervise multiple call queues for Tier 1 Specialists and Tier 1 Generalists ensuring that all Solution Center activities are executed at a high performing level
Supervise activities using I3 to ensure team is maintaining service levels that exceed coworker and supplier expectations
Monitor operational efforts within their assigned call queues with the mindset of driving first call resolution, logging and tracking of Tier 1 / Tier 2 tickets, and reducing costs while providing first class service to both coworkers and customers
Monitoring adherence to breaks and lunches in real time and assigning new times based on current state

Call Center Supervisor Resume Examples & Samples

Monitors, coaches and supports incentive programs to motivate staff towards achieving results; supporst staff development of call handling skills. Provides leadership and direction while maintaining team morale
Ensures staff performance, quality, productivity and attendance standards are met; posts statistics as appropriate. Follows up by monitoring progress and results and taking appropriate counter measures
Encourages continuous improvement; involves others in planned process improvement efforts and measures; encourages/coaches individuals to follow a systematic improvement process
Participates as a member of the supervisory team, cooperates with peers to build consensus and share responsibilities. Contributes to discussions, actions, and projects and helps resolve indifference or conflicts by identifying common ground and exploring potential solutions
Assists human resources by interviewing prospective candidates and processing volutary and involuntary terminations
Maintains attendance records, processes employee paperwork, submits payroll information as required and to support administration in an accurate and timely fashion
Provides meeting leadership, management, and facilitation; prepares for meetings in advance and follows up with a complete meeting record to participants
Supports department projects as needed including any special assignments/working hours
Four or more years of customer service experience
Experience working with help desk software
Must be able to obtain and maintain government security clearance which includes a criminal background check, credit check, and verification of US citizenship
US CITIZENSHIP IS REQUIRED for government clearance

Call Center Supervisor Resume Examples & Samples

Ability to plan own work and work of others
Ability to handle confidential information
Ability to exercise initiative and judgment as well as make decisions within the scope of assigned authority
High School Graduate or GED required
Associates’ degree (AA) from a two-year college or university or equivalent combination of education and experience preferred. Job Experience
Previous Supervisory Experience REQUIRED
Six (6) months to one (1) year related experience is required

Call Center Supervisor Resume Examples & Samples

Serves as the team's manager on duty by supervising and directing the daily activities of the team and assisting team members as needed to resolve problems and complete tasks; assigns tasks as appropriate; notifies Manager, Customer Solutions Center of issues/trends as appropriate
Ensures service levels are maintained, manages escalation procedures, and addresses calls requiring escalation or call back
Monitors and audits communications from team members to customers and stores ensuring productivity, process, and quality assurance; provides direction, correction, and counsel to team members as appropriate
Supervises, plans and prepares work schedules according to budget, workload, and business objectives
Observes and evaluates team members' performances and completes performance reviews and individual training, improvement, and development plans
Monitors and ensures queue watch procedures and triggers are followed by the team to ensure team and team member performance
Participates with the CSC Manager in the recruiting, interviewing, and hiring process
May perform other duties as assigned
Must have a High School diploma or equivalent and customer service/call center experience (College degree or equivalent in training or experience preferred)
Call center supervisory experience or equivalent (Preferred)
Experience or familiarity with the "Out Here" Lifestyle of the Tractor Supply Customers (Preferred)
Experienced with FFA, 4H, Agri-Business, Rural Development, Live Stock, etc. (Preferred)
Store operations, retail, and customer service experience (Preferred)
Must possess basic computer skills and strong knowledge of Microsoft Office Suite
Must possess good verbal, listening, and written communication skills
Must possess strong analytical and problem solving skills
Must have the ability to work as a part of an operations/contact center team focused on servicing and assisting Tractor Supply Company customers
Must have call logging/ticketing experience (HEAT, Remedy, or similar)
Must have strong interpersonal skills, interacts with others in a positive and respectful manner; approachable and easy to interact with
Must have coaching and mentoring skills, leads by example, transfers and imparts knowledge and expertise
Must be flexible and adaptable; works effectively in changing and ambiguous circumstances

Call Center Supervisor Resume Examples & Samples

Assures the consistent delivery of results against key metrics
Manage daily operations beyond team boundaries
Ability to fully commit to completing assigned responsibilities with minimal supervision
Resolves escalated issues from Associates, Customers and Internal/External partners
Foster development of effective working relationships with internal and external partners
Development and implementation of new approaches/procedures to effect continual improvements in the efficiency and effectiveness of the department
Coach, train and develop associates through written and oral feedback to enhance performance
Write and administer effective performance appraisals
Conducts and attends communication meetings
May establish and maintain relationships with relevant client representatives and / or internal partners
Cultivates an environment that encourages personal growth and development, open communication, teamwork and associate engagement
Supports and champions organizational change initiatives
Create/update policies and procedures related to fraud prevention to improve efficiency
Perform trend and link analysis to detect fraudulent patterns and trends
Conduct interviews and recommends talented candidates to maintain a dedicated, high performing workforce
Develop solutions to identify emerging fraud trends
Completing floor responsibilities such as monitoring TSF, productivity and compliance standards
Motivate associates to improve performance by developing and implementing innovative recognition ideas
Addresses and resolves associate issues by exercising good judgment and acting as an associate advocate
Evaluate and coach to call quality, accuracy and productivity to meet/exceed departmental standards
Facilitates decision making in “grey" areas and is capable of thinking outside the box when appropriate
Participate in special projects and task forces outside of normal responsibilities
1+ years of previous supervisory experience
Ability to work with Analytics Department to streamline processes, systems and to concisely report data
Superior time management and organizational skills with the ability to manage multiple tasks and simultaneously
Strong computer/systems skills, ability to utilize standard software applications, including MS Office suite
2 to 5 years of call center experience
Strong compliance background with working knowledge of SARS, OFAC, FinCEN
Ability to develop and define fraud prevention strategies to support fraud detection optimization, and provide leadership in developing new areas of analysis to support our growth model
Ability to provide continuous analysis of loss data
Two or more years of financial services Compliance experience
Superior analytical, critical thinking and decision-making skills
Understanding of statistics, data analysis, and staff plan execution
Bachelors degree or equivalent experience

Call Center Supervisor Resume Examples & Samples

Professional and mature in all situations
Excellent customer service and sales skills
Ability to lead and motivate
Organized and self-motivated

Call Center Supervisor Resume Examples & Samples

Supervising call center representatives and day to day operations
Resource scheduling
Creating and organizing technical information
Supporting new R&D product offerings
Actively participating in Call Center phone support
Training call center resources
Up to 10 % travel may be necessary
Call Center machine lab
Associate degree with 3+ years technical experience or equivalent
Minimum three years' experience in a resource management position
Supervisor experience required
Exceptional written & communication skills
Ability to provide methodical technical troubleshooting support through phone and e-mail
Ability to multitask in fast paced environment
Exceptional organization skills
Ability to read and understand mechanical drawings, schematics, and PLC logic is preferred
Understanding of various mechanical, pneumatic, and electrical components and the ability to explain how they function independently and as a system

Call Center Supervisor Resume Examples & Samples

Responsible for managing the team’s performance by ensuring that departmental objectives, and OKRs are met monitoring, organizing, and coaching team on a day-to-day basis
Responsible to manage achieving KPI
Responsible to answer Inquiry & resolved complaint customer
Responsible for budgeted
Ensuring people have Grab Culture and Value
Minimum D3 any major, with experienced as Supervisor/ Asistant Manager
Call Canter Skills, understand manage floor / real time floor management, prefer understand Zen desk
Minimum 2 year as Supervisor

Call Center Supervisor Resume Examples & Samples

Directly supervises a team of 10 – 20 Call Center Representatives. Is responsible for conducting on the job training, assisting in classroom training, and acting as a role model for Call Center Representatives to ensure that the staff is delivering a consistent high level of quality service to our members. Coaches cross-selling techniques on a daily basis to recognize available opportunities. Trains, monitors, coaches and develops Call Center representative staff on a daily basis. Monitors these techniques and daily performance of account representative staff and recommends areas of opportunity when needed
Incumbents are expected to spend 80% of their time coaching and developing call center representatives
Responsible for the account representatives are delivering a consistent high level of quality member service. Maintains excellent service levels by inspiring a “sense of urgency.”
Coaches employees for performance improvements, personal development and ensures their schedule adherence
Maintains confidentiality and integrity of all member accounts, as well as confidentiality with employees
Provides technical assistance regarding VyStar services, policies, and procedures
Answers member’s questions and resolves escalated member issues regarding VyStar services, policies, and procedures
Monitors calls weekly on each representative on their team, in addition to calls referred by the Quality Assurance team for resolution
Conducts a minimum of two monthly side-by-side interaction with each representative on their team to review their monthly performance relative to department standards. Establishes action/development plans for improvement and continued success for employees
Evaluates their unit employees’ performance and prepares and administers each employee’s annual evaluation
Is expected to be visible and accessible on the floor through management in motion (MIM)to all Call Center representatives to be able to respond to their questions and work needs
Works to create a positive work environment to promote team synergy
Accountable for conflict resolution within the team environment
Prepares and administers disciplinary write-ups as needed
Conducts timely team meetings to ensure Call Center representative are informed of the most up to date and new processes and procedures as needed
Encourages and supports employees to exercise decision making authority that is given to them by encouraging them to make judgments and decisions in the best interest of the member by always doing the right thing
Discusses reasons for loan application denials with members who appeal their loan denials, suggesting ways to establish or improve credit and financial conditions. Refers further appeals to Lending Services Management, with recommendations on decisions and reasons thereof
Actively participates in Managers/Supervisors meetings to discuss process improvements and procedure changes to identify and eliminate inefficiency. May join a process team to execute and implement enhancements
Participates in VyStar sponsored community activities to educate members and non-members on the benefits of VyStar membership
Analyzes call management system and schedule adherence system data closely on a daily basis to eliminate any inefficiency in order to meet Call Center service level objectives. Directly responsible and held accountable for units’ productivity, quality, accuracy, and professionalism
Must be proficient in all call center technology, including Click2Coach, Blue Pumpkin, Report Retriever, SmartWriter, CUNA Mutual WebTool, Eport, Harland WebTool, WESS (web enable self-service system), and TOM (time off management system), CentreVue, OMEGA, TWS Research, APPRO, FSBA/Miser, PSCU/EVOLVE. TRANZACT and PRIME ALLIANCE
Monitors and reviews loans currently being processed to ensure proper compliance in all areas of lending to ensure loans are acted on in a timely manner. Reviews loan disbursed activity on a daily basis to ensure that we are on target for department monthly loan growth goals
Monitors Call Center fee refund activity reports to coach employees to prevent or minimize unnecessary fee refunds
Empowered to handle escalated member problems and complaints, and refers exceptional problems or issues requiring deviation from established policies and procedures to the Call Center Managers
In their absence, acts as Call Center Manager as needed
Closes and balances branch daily business. Investigates and resolves out of balance situations
Interviews job applicants as needed
The employee must meet and maintain all the requirements as a registered mortgage loan originator employed by a Federally regulated Institution with the Nationwide Mortgage Licensing System and Registry (NMLS). The employee must comply with all provisions of the Act as defined in the Secure and Fair Enforcement of Mortgage Licensing Act of 2008 (S.A.F.E. Act) and credit union S.A.F.E. Act Procedures
Understand Listen empathetically and ask questions (70%/30% rule)
Positive attitude, excellent written and verbal communication skills and the ability to relate well with others are required
Must possess strong teaching and mentoring skills and a commitment to quality service. Must be able to work in a fast paced, changing environment and have a strong desire to assists members in meeting their financial needs
Three years or more experience with a financial institution, preferably in a call center environment, in a position of loan or financial interviewing, credit investigation and direct member/customer service contact is preferred
Experience in a leadership or supervisory position, or experience in the Help Desk Team, Quality Assurance Team, or Acting Supervisor role in the Call Center is preferred
A minimum of one-year experience with a call management system, call recording system, and workforce management/schedule adherence system is preferred
Proficiency in Microsoft Office products such as Word and Excel is required,
Proficiency in Microsoft Office products such as Access and Power Point is preferred
Demonstrates problem resolution, problem identification and conflict management
Proficiency in all call center technology, including Click2Coach, Blue Pumpkin, Report Retriever, SmartWriter, CUNA Mutual WebTool, Eport, Harland WebTool, WESS (web enable self-service system), and TOM (time off management system), CentreVue, OMEGA, TWS Research, APPRO, Zeus/Miser, PSCU and Tranzact and Prime Alliance is preferred

Call Center Supervisor Resume Examples & Samples

Be available to affect the entirety of the team's operations
Manage by walking around. Be visible to answer questions
Take calls that your agents can't handle and be available when an agent appears to need assistance
Motivate and encourage agents through positive communication and feedback
Pass a background check
Successfully complete mandatory training and certification requirements in allotted timeframe
Be available to work flexible/nontraditional hours, such as early mornings, evenings and weekends
Bachelor’s Degree from an accredited college or university in a health or social services field
Minimum 1 year of experience supervisory experience
Minimum 1 year of experience in contact center operations managing Service Level Agreements (SLAs) and/or Key Performance Indicators (KPIs)
Experienced with modern contact center technology (e.g. ACD, IVR, CRM, WFM)
Knowledge of New Jersey FamilyCare/Medicaid programs
Excellent communication skills and interpersonal skills
Ability to express ideas in clear and concise manner
Able to handle multiple tasks
Able to organize, coordinate, direct, supervise, and lead teams of people
Ability to handle ambiguity and change

Call Center Supervisor Resume Examples & Samples

Manage a team of customer service representatives
Be available to work flexible/nontraditional hours, such as early mornings and weekends (Shifts vary between 7am and 6 pm)
Have in-depth working knowledge of Child Support, Child Care, Medicaid, Children’s Health Insurance Program (CHIP), Temporary Assistance for Needy Families, and the Supplemental Nutrition Assistance Program

Call Center Supervisor Resume Examples & Samples

Oversee teams that support one or more of the Health Plan Service Operations functions: Member/Provider Services, Missed Treatment Surveillance, Care Coordination, or Medical Records/Renal Care
Manage and develop direct reports
Facilitate the development, implementation, and reporting of goals and performance standards, including monitoring productivity, monitoring associate quality and achieving service levels to meet both CMS regulation requirements and FHP goals
Responsible for managing and oversight of training and reference materials including content, work instructions, and tools
Review and comply with the Code of Business Conduct and all applicable company policies and procedures, local, state and federal laws and regulations
Ensure all employees within the assigned team(s) understand and comply with the Code of Business Conduct and all applicable company policies and procedures, local, state and federal laws and regulations; establishing and maintaining effective internal systems and controls to promote compliance
Provide direction to employees, according to established policies, procedures and management guidance
Supervise day-to-day operations of employees. Responsible for hiring, coaching and counseling employees, including performance reviews, disciplinary action and terminations
Provide technical guidance
Assist with various projects as assigned by direct supervisor
2 – 3 years’ experience as an individual contributor; or 1 – 3 years’ experience as a Supervisor
Previous experience in health care, preferably at a health plan, provider office, or a clinical role
Excellent customer/interpersonal skills
Demonstrated leadership and management abilities
Organized and can function independent of immediate supervision
Familiar with Microsoft Office applications, and computer user interfaces

Medicaid Call Center Supervisor Resume Examples & Samples

Manage a team of Lead CSR's and CSR's
Take calls that your staff can not handle and be available when staff appears to need assistance
Monitor queue and track inbound calls. Keep Lead CSRs aware of inbound calls, calls waiting, abandonment rate, etc
Meet as directed with your team. At a minimum, review the following topics
Pass a background check and drug screening
Bachelor’s Degree from an accredited college or university in a health or social services field or combination of education and experience requirements below totaling four (4) years
Minimum 2 years of general expereince
Ability to demonstrate proficiency in computer literacy, use of relevant computer applications such as MS Office, and use of other types of office technology
Have in-depth working knowledge of Temporary Assistance for Needy Families (TANF), Supplemental Nutrition Assistance Program (SNAP), Medicaid programs, and managed care
Experienced with modern contact center technology (e.g. ACD, IVR, CRM, WFM) preferred
Ability to problem-solve and to think tactically and identify significant success factors

Call Center Supervisor Resume Examples & Samples

Demonstrate and apply understanding of various roles and responsibilities within the Call Center team, such as but not limited to the Employee Advocate, Trainer and Quality Control functions
Oversee daily activities of the Call Center by supporting, following and promoting standardized procedures
Represent Trion at a strategic level in client and internal meetings to meet client goals
Manage the quality of service provided by
Bachelor’s Degree and/or equivalent work experience in third party benefits administration, supervisory, or client services environment required
Minimum of 2 years experience leading others (directly or indirectly) while working collaboratively across departments and client teams
Experience with supervisory responsibilities, such as, but not limited to talent selection process, new hire training, employee scheduling management, and performance reviews and goal setting processes preferred
Experience working through an open enrollment or annual renewal benefits cycle preferred
Experience within a Health and Welfare consulting, benefits brokerage, human resources consulting, health care, or employee benefits related industry is highly preferred
Related exposure to Benefits Administration, COBRA, Spending Accounts, HRIS, and/or Payroll environments is highly preferred

Healthcare Call Center Supervisor Resume Examples & Samples

Bachelor’s degree in Insurance, Healthcare or related field or equivalent work experience
Typically 4+ years of relevant experience
People management capability, including administrative tasks
General knowledge of corporate organization and policies
Intermediate skills in project management, communications, analysis and presentation
Ability to develop, measure and present individual and team goals
Basic knowledge of business, technical and functional area
Solid communication skills
Ability to assign and monitor tasks
Ability to proactively and effectively manage risk
Subject Matter Expertise in specialized area
Ability to apply analytical skills
Ability to resolve complex business issues
Ability to motivate and inspire a team

Call Center Supervisor Resume Examples & Samples

Provides front line supervision to a Call Center that takes incoming insurance related phone calls from agents and policy holders. Has direct leadership responsibilities for between 12 and 20 direct reports
Continuously monitors Service Levels, Calls Holding, Abandonment Rates, etc. and makes appropriate adjustments throughout the day
Be an available resource for escalated and/or queue calls holding
Prepares various month end reports for call center results
Motivate, coach and communicate with the associates by being visible on the floor
Monitor attendance, timecards, sick time, etc. Has authority to recommend and take action as to the hiring, firing, advancement, demotion or promotion of team members. Responsible for career development, planning, performance and pay discussions of team members
May contribute to the financial and resource planning for the results of the team. Leads improvement initiatives. Reviews structured problems, selects and applies standards and guidelines. Identifies underlying issues and considers possible alternatives

100

Call Center Supervisor Resume Examples & Samples

Supervise a team of Customer Service CHAT/ESS/ASI/CRR/Outbound Agents, as well as various Support Staff positions. Motivate, mentor and develop subordinates to encourage growth and high performance
Provide support to Call Center Management, including Call Center Managers and other departmental managers. Act as a back up to Call Center Operations Managers and makes operational decisions as needed
Encourage and answer questions from Call Center employees regarding policies, procedures and customer issues
Handle escalated customer calls requiring Supervisor/Manager attention as appropriate
Ensure the phone orders are being entered in a timely manner and that all other work within the Call Center is being performed per established standards. Supervises assigned projects to completion
Prepare written documentation regarding agent performance and administer agent employee evaluations
Provide needed support for internal application process. Interview, hire, fire and perform corrective action as needed. Provide input, prepare, and conduct assigned team members’ evaluations
Administer First Aid when necessary
Perform duties as needed pertaining to incidents and BBP issues
Facilitate documentation as required by regulatory compliance standards
Interact and communicate with peers to achieve department objectives and goals; drive results
May be asked to help with a variety of communicative subject matter that may include privileged and highly sensitive material. Maintains strict confidentiality on all job-related matters
Conduct agent call, chat and email reviews as assigned and provide follow up
Work with third party vendors to meet customer expectations including shipping confirmations, item availability and invoicing/payment processes
Make staffing and scheduling decisions for the specialty groups taking into consideration catalog drops and email campaigns

101

Call Center Supervisor Resume Examples & Samples

Identifies and implements opportunities for improvement in company policies and procedures to streamline workflows and enhance service delivery
Responsible for employee staffing and ensuring program training for all employees (including product knowledge, proper language/communication training and overall support skills)
Supervise and delegate tasks to team members and invest in their growth
Four-year degree in business, management or related field preferred
1-2 years of customer support/call center/contact center/help desk, sales, relationship management preferred. Previous Merchant, processing, financial or technology related industry experience preferred
Excellent communication skills (verbal, written and presentation)
Proficient with Microsoft Office products such as Access, Word, Excel, Outlook and PowerPoint
Solid leadership skills, strong initiative, strong analytical and decision making skills
Ability to excel in a team environment, presenting a professional image and commanding the respect of staff, peers and senior leadership
Ability to multi task and demonstrate flexibility
Strong organizational and time management skills

102

Call Center Supervisor Resume Examples & Samples

The role of the Call Center Authorization Supervisor is to supervise and coordinate the activities of the assigned department within the Call Center
Ensure timely and efficient processing of work orders according to established company policies and procedures
Ensure that reporting personnel are performing their work according to company policies and standards
Maintain a high level of customer service and overall call quality of the team
Ability to work flexible hours within the Call Center operating hours including weekends (mandatory)
Ability to manage direct reports and retain departmental employees
Ability to set and monitor Call Center metrics
Ability to limit errors made by team and have effective recovery plans
Ability to identify and communicate concerns, problems, and challenges to leadership in a positive, constructive, and solution-oriented manner
Minimum of 2 years of experience working in a Supervisory or Managerial position within a Call Center or Customer Service Department

103

Call Center Supervisor Resume Examples & Samples

Registered Florida pharmacy technician
Experience working with health care professionals; pharmacy preferred
Understanding of the pharmacist's clinical role in the care of Medicare patients
Understanding of Medicare Part D drug benefit and basic design of the drug benefit
Maintains a professional demeanor at all times
Demonstrates empathy with callers through tone, language, questions and counseling
Highly dependable

104

OPS Call Center Supervisor Resume Examples & Samples

Basic oral and written communication skills
Certified Pharmacy Technician
Experience in a patient care environment
High energy, mature and comfortable working with all levels of professionals, students and patients
Responds in supportive manner to co-workers, students, patients and providers
Articulate and understands how to communicate with seniors using the telephone

105

Call Center Supervisor Resume Examples & Samples

Oversight of a non-clinical team delivering welcome call and health screening services telephonically to individuals receiving LTSS services within the state of Virginia
Will be working closely with manager to ensure team and business needs are met
Actively participate in the implementation and planning prior to program roll-out to ensure staff readiness and flawless execution across each region
Coordinates, supervises and is accountable for the daily activities, quality, and productivity of the assigned team
Facilitate team staff meetings in order to review and implement processes that allow for smooth and efficient operations
Review with management individualized reports reflecting daily production and quality in order to accurately measure and monitor predetermined company, position and individual goals
Provide support for the Engagement Specialist team including coaching on the staff’s ability to remain focused and productive each day though tasks may be repetitive adhering to specific timeframes for call completion
Act as a liaison to the Care Coordination staff, the client and other internal business partners
2 year degree, or higher (4+ years of healthcare insurance experience may be considered in place of the degree requirement)
2+ years of Lead or Supervisory experience
3+ years of Customer Service experience and Call Center experience
Intermediate (or higher) level of proficiency with Microsoft Office
Ability to multitask and meet deadlines
Medicaid, Medicare or Managed Care experience

106

Call Center Supervisor Resume Examples & Samples

Manage call center representatives in the areas of productivity, quality audit scores, and customer satisfaction results
Actively engage in recurring performance management activities (consistent coaching, employee evaluations, career development, etc.)
Supervision, call monitoring, coaching, training and annual evaluations for Management approval on all JLL direct employees
Acts as a system subject matter expert, answering questions, providing training and ensuring the structure and stability of implemented work order technologies
Conduct audits within the team and systems to identify and suggest improvements to workflow that result in reduced turnaround, improved customer satisfaction, and enhance quality service
Communicating solutions, successes and opportunities to Call Center Management
Perform the work of the front line team on a regular basis and during peak times to maintain service goals, provide support as needed, and address escalated calls and non-standard customer service related issues
Time tracking for staff, payroll activities, hiring, disciplining and terminations as required
Receive incoming calls, email, and web requests from a variety of geographically located facilities in a professional, patient, timely and knowledgeable manner
Determine the course of action for each call based on pre-established guidelines and policies & procedures including escalations and urgent work orders
Develop an in-depth understanding of our client’s business, strategies, policies & procedures which allows us to provide a consistent comprehensive level of service
Finds immediate solutions to customer problems at the surface level to minimize downtime and conducts a root cause analysis to mitigate future risk, escalating to Call Center Management as required
Maintain individual daily productivity statistics/performance metrics
Monitor telephony queue time data to maximize productivity and ensure daily/monthly/annual SLA’s are met
5 years of call center experience with a minimum of 2 years in a supervisory or lead position
Proven knowledge of call center metrics and reporting software, experience in measuring call center performance
Proactively seeks, understands and responds to the needs and expectations of both internal and external customers
Must be able to coach, mentor and train
Strong knowledge of applications and resources available for account management
Demonstrated proficiency to focus on details, handle multiple tasks and remain highly organized in a fast paced environment
Excellent typing skills and computer literacy, including a solid understanding of customer service applications, Microsoft Word, Outlook and Excel applications

107

Appointment Scheduling Call Center Supervisor Resume Examples & Samples

Responsible for the supervision of staff, including having the authority to hire, transfer, lay off, promote, discipline and discharge, train, reward and review performance of employees. Ensures compliance to organizational and departmental policies and procedures
Responsible for day-to-day operations of the Center including staffing based on call volume forecasting, problem solving and responding to unanticipated events
Coordinate staffing and workflow with supervisor peers in the department and in the clinics, anticipating where possible call volume variations, service levels, and training issues to ensure high levels of patient satisfaction. Develop and monitor productivity standards, service level standards, and other performance measures as appropriate. Recommend modifications and/or additions as appropriate
Maintain comprehensive knowledge of telecommunications systems and products which will support the operations of the Center and provide responsive, seamless and timely service to members and patients
Maintain comprehensive knowledge of computer systems and applications that serve as a primary tool for department operations. Stay current on system enhancements and work with IS, Clinic Systems and management team to recommend changes/modifications where appropriate
Provide regular reports for department management on service levels, productivity, patient satisfaction, and provider satisfaction. Identify opportunities for improvement and recommend changes as appropriate
Develop and provide training programs that will ensure staff success and accuracy in registration and scheduling. Ensure that all staff are knowledgeable and skilled in customer service and provide on-going feedback and coaching to enhance those skills
Participate with the management team in planning for space and workflow design, both short term and long term
Demonstrate skill in planning, time management and organization of workload
Demonstrate effective problem solving skills and recommend and/or implement solutions
Represent the Center in meetings within the HPMG, corporate and external environment
Demonstrate the ability to lead through change, being flexible and adaptable. Respond immediately where necessary to make adjustments in workflow and other operational issues
Minimum of three years experience working with health insurance, with good understanding of the industry and network arrangements
Minimum of two years supervisory experience in a call center setting
Demonstrated skill in problem solving, planning, organizing and time management
Strong skills in both verbal and written communication
Ability to work independently, use judgement in decision making, and meet deadlines, while participating as a team member in the Center management team
Minimum of two years supervisory experience in a healthcare call center
Knowledge of telecommunications systems, including ACD
Knowledge of with computerized scheduling and registration

108

Call Center Supervisor Resume Examples & Samples

CALL Center as a Supervisor is a MUST
Can manage a remote staff
IT background to to manage equipment for remote staff
Receives and resolves escalated calls and complaints
Achieve, measure, report and communicate goal attainment for assigned team
Develops and maintains area specific records, reviews and interprets reports
Ensure accurate and timely communication of issues to Manager
Coach, mentor, and develop agent team for skills expansion and promotional opportunities
Maintains positive morale while accomplishing goals of call center operations
Three (3-5) plus years Call Center Supervisory experience in a customer service environment
Demonstrated interpersonal, coaching, and supervisory skills
Willingness to work non-traditional shifts which meets the need of team and company

109

Call Center Supervisor Resume Examples & Samples

Supervises all activities associated with a limited agenda of an operating department’s day-to-day production regimen
Supervises assigned staff including responsibility for recruiting and performance management
Ensures adherence to departmental budget by managing resources and over time while staying in budget
Provides training, coaching, and mentoring to staff as appropriate
Manages operational workflows; meet internal and external SLA’s (Service Level Agreements)
Provides reports and updates to management as assigned or requested
Ensures all processes meet HIPAA and Government security requirements with regards to sharing/storage/PHI (Personal Health Information)
Develops and maintains work procedures, schedules and workflow
Recommends process improvements
Organizes and leads team meetings
Ability to operate with strong personnel management skills to motivate staff and take corrective actions when necessary
Ability to handle pressure and with deadline oriented project demands as well as manage multiple initiatives
Ability to troubleshoot existing applications
Ability to perform calculations, problem solve and use reasoning
Ability to apply existing knowledge of health care marketplace including commercial and government insurance health plan organizations and HIPAA guidelines with their associated security requirements
Ability to work proficiently with Microsoft Word, Excel, Power Point and Access
Ability to work independently to meet predefined production and quality standards
Ability to be flexible and adaptable
Ability to build relationships both internally and externally
2 yrs HMS experience that includes 1 yr experience with proven leadership skills (i.e. Team Lead or similar position) and 2 years additional professional work experience

110

Call Center Supervisor Workforce Management AM Resume Examples & Samples

Oversee day to day operations of Call Traffic department
Generate new approaches to solving business issues by championing alternative ideas while promoting a continuous improvement philosophy
Manage work of Staffing Coordinators and Floor Assistants. Evaluate, monitor, develop, and discipline as needed
Act as a back up to direct reports, or other positions under Senior Analytics Supervisor, as needed
Foster a workplace atmosphere that ensures positive morale, productivity and engagement
Support middle and upper management by developing accurate reporting tools and writing reports
Produce, analyze, and interpret reports based on a variety of data sources
Write business correspondence and procedure manuals
Complete special projects as assigned by the Senior Analytics Supervisor
Interact and communicate with peers to achieve department objectives and goals
Ability to effectively present information and respond to questions from groups of managers, clients, customers and internal employees
Provide and monitor all communication throughout Call Center to ensure all information is communicated effectively and timely
Participate in department project implementations
Prepare a variety of communicative subject matter that may include privileged and highly sensitive material. Maintain strict confidentiality on all job-related matters
Act as a resource to other Call Center staff; utilizing knowledge of the policies, procedures and function of the work place
Maintain regular, predictable attendance

111

Nonlicensed Call Center Supervisor Resume Examples & Samples

Knowledgeable on medical coding and billing procedures in a physician practice setting
Ability to evaluate the effectiveness of existing methods and procedures
Ability to communicate effectively with patients, clinical and administrative staff, and the public
Ability to interpret, adapt and apply guidelines and policies and procedures
Skill in dealing with interpersonal issues and customer relations
Ability to handle multiple priorities at once with minimal supervision
Ability to plan, organize, delegate and supervise
The position requires at least two (2) to three (3) solid years of medical office experience in a supervisory or lead role
Proven performance in solving operational issues within a healthcare setting
Proven performance leading a successful team in a fast paced healthcare setting

112

Call Center Supervisor Resume Examples & Samples

Making outbound calls to our members to schedule their in-home Advance Practice Clinician visit
Perform Side By Side call handling evaluations / monitoring your team’s call activities and performing QA on calls
Actively coach Associate Clinical Admin Coordinators to improve Member Experience goals and objectives
Meeting Scheduling and call center metrics and goals
1+ year of experience leading, managing or supervising 5 or more direct reports in a Customer Service environment
1+ year of Call Center management experience
Comfortable working Monday-Friday 10am-6:30pm with OT and weekends as needed

113

Call Center Supervisor Resume Examples & Samples

Supervise and coordinate activities of staff engaged in customer service activities
Training all Call Center Reps on systems and procedures and keep training manual up to date
Help staff in resolving problems and completing work
Communicate with other departments to resolve problems, expedite work and improve procedures
Team player to step in to handle call volume when staff is low or volume is high
Perform and conduct with manager, 30, 60 day, 6 month and annual performance reviews
Plan & organize with manager all team meetings & product training opportunities
Resolve complaints and answer questions for customers regarding services and procedures
Review and check work of subordinates such as reports, records and applications for accuracy, content, and correct errors
Monitor Customer phone calls and provide feedback (create scoring mechanism & checklists)
Monitor and track department metrics (calls, emails)
Monitor phones, email sales box, and other processes

114

Call Center Supervisor Resume Examples & Samples

May be responsible for answering telephones and responding to self-service tickets during peak volumes
Circulates the floor throughout the day to listen to conversations, provide instructions and be available for questions and escalated calls
Monitor the ASC queues and adjust skills sets and off-phone activities throughout the day to minimize wait times and abandonment rates
Develop lunch, break, SST, training and meeting schedules for Call Specialists each month to ensure call center staffing needs are met
Track of attendance, daily statistics, paid time off, sick time, etc. and review with associate during monthly one-on-one sessions
In partnership with Training, Knowledge and Quality Specialist as well as the Senior Call Specialists, provide training to staff for skills building and continual productivity improvement
In partnership with Training, Knowledge and Quality Specialist as well as the Senior Call Specialists, monitor Call Specialists performance, both live and historical, by performing interaction audits to observe employee demeanor, technical accuracy and conformity to company policies and department standards
At the end of each working day log into the "daily notebook" any feedback, long call information, analysis or reflections from that day's interaction with the agents
Act as liaison with members of the HR and Payroll organizations as needed regarding escalated associate inquiries and/or issues
Ensure professional development, counseling and recognition of all team personnel; hire, train and review all direct reports; motivate Call Reps through positive feedback and foster an atmosphere of openness and teamwork
Meet with ASC Manager to report the progress of the call agent team and discuss any upcoming staffing needs
Assist Manager, Associate Service Center with special projects and strategies to improve productivity and effectiveness of the team
Associate's degree or equivalent combination of education and related work experience
3+ years' Supervisory experience supporting HR systems, payroll or in a high volume HR contact center
Familiarity with HR, Benefits, Talent, Unemployment and Payroll processes
Dedicated to providing outstanding customer service to ASC customers, business partners and associates at all levels of the organization
Bachelor’s degree or equivalent combination of education and related work experience
Experience in a high volume Human Resources customer service call center
Experience working in Human Resources and/or Payroll in a documentation, communications, training, or quality assurance capacity
Prior management/supervisory experienced preferred
Experience working in Human Resources and/or Payroll Service center or customer service center environment, and familiarity with common service center tools (e.g. telephone, case management) is preferred
Experience in delivering excellent customer service in a high transaction environment
Exceptional Customer Service skills
Strong leadership and relationship building skills
Strong interpersonal, organizational, communication, time management and listening skills
High attention to detail and policy compliance
Able to manage multiple priorities on an ongoing basis while maintaining strong working relationships with internal and external partners
Ability to adjust workload based on business needs as well as the ability to remain calm under pressure and coach staff to do the same
Ability to deal with pressure from multiple sources

115

Call Center Supervisor Resume Examples & Samples

Supervises assigned team/unit-s daily operations and related activities. Ensures team/unit contributes to the State and contractual service level standards
Effectively schedules team/unit to ensure appropriate coverage and their production meets or exceeds quality standards, especially during peak call volumes, break and lunch times
Effectively monitors, evaluates and distributes daily workload for assigned team/unit, uses the ACD Symposium system, queue displays and other tools, to ensure production standards are being met for inbound and outbound call handling, as well as other work activities assigned
Responsible for Quality Assurance Monitoring of team/unit`s using Symposium and iDVR systems, following established guidelines, focusing on problem areas, coaching and completing required reporting
Effectively supervises the completion of specially assigned tasks
Understands the Call Center-s goals, as well as those for assigned team/unit; supervises to achieve goals in a timely manner by prioritizing work and using resources effectively
Trains, coaches, counsels, and mentors enrollment counselors so they can efficiently and effectively perform their jobs and educate customers about all programs and health plans. Conducts regular team/unit meetings
Develops at least one fully trained enrollment counselors to serve as a backup to the Supervisor to ensure continuity of team/unit operations
Makes recommendations for revisions to existing procedures or for new procedures
Adheres to company-s policy and procedures (attendance/conduct/dress code, etc.)
Assists others and serves as an escalation point for resolution of issues within team/unit
Performs any and all other duties as may be assigned by management

116

Medical Bill Review Call Center Supervisor Resume Examples & Samples

Respond to issues and drive problem resolution in a timely fashion
Maintain monthly statistics regarding employee and team performance for around 15 direct reports
Ensure accuracy and timeliness of individual and team assigned work
Engagement in client meetings, and client expectations and delivering that to the team via weekly team meetings
Provide on-going performance coaching for team members
May require one (1) or more years of experience in a functional area of Medical Bill Review, including but not limited to validation, link & authorization, support services and/or provider relations, and any other function in a Xerox BR SBU teams, as appropriate for assignment
Complete additional projects as assigned by Management
Temporarily assume the duties of other supervisors and/or a department manager as requested
Two (2) or more years of experience in a medical or related business setting, preferably Workers’ Compensation or Health Insurance setting, but not required
Minimum two (2) years supervisory experience
Bachelor's Degree and 0-1 yr of supervisory experience OR Associate Degree and one (1) year of supervisory experience OR High School Diploma/GED and two (2) years of supervisory experience
Ability to use Microsoft Windows – based software (i.e. Outlook, Word, Excel)
Demonstrate the ability to identify, analyze and resolve issues impacting productivity and workflow in other past work environments

117

Call Center Supervisor Resume Examples & Samples

Achieve the Quality and Sales Peak Performance results daily, weekly, monthly. They will work in collaboration with other Supervisors and Performance Coaches to drive continuous improvement
Review daily progress of each account representative and review with each direct report. Coach behaviors needed to meet goals
High School or equivalent required
Total number of years’ experience in a given area - 1 to 3 years
This individual must have an understanding of both the project and floor processes. Responsible for knowing up to 10 systems to help support the account representatives. Sales or call center experience with some supervisory responsibility
This individual must have an understanding of both the project and call center metrics and processes. Must have knowledge of our systems and thorough product knowledge to support the account representatives. Sales or call center experience with some supervisory responsibility

118

Call Center Supervisor Resume Examples & Samples

Provide direct supervision and work direction for department teammates in a high production, call center environment
Analyze, summarize and communicate daily operational metrics to management
Communicate effectively to leadership team on team’s progress and any areas of risk
Ensure quality and accuracy of team’s work upstream
Assist in the development and implementation of Standard Operating Procedures (SOPs) for department
Help direct reports overcome any organizational obstacles encountered during projects
Determine staffing plans that promote the most effective use of all teammates; ensuring coverage during teammate absences
Facilitate teammate development (Performance Development Reviews - PDRs, coaching, mentoring, DaVita training, outside training) and collaborate with direct reports to create professional development goals
Address teammate relations issues appropriately and escalate to Manager as necessary
Understand basic wage and hour laws, federal, state and local laws and regulations, Medicare, and legislation affecting employment
Develop and conduct educational programs to keep teammates up-to-date on DaVita policies, new laws and regulations impacting work, and other information necessary to maintain teammates’ knowledge of department processes and goals
Minimum of 4 years’ experience in pharmacy, health care and/or insurance industries
Minimum of 2 years’ supervisory experience over teams of 10 or more
Intermediate computer skills and proficiency in MS Word, PowerPoint, and Outlook
Ability to analyze data and make data-based leadership decisions for improved team metrics
Demonstrated flexibility and ability to adapt easily to a fast-paced, changing environment and to follow through on tasks and assignments
Ability to meet deadlines and to adjust priorities appropriately in an evolving work environment with shifting time frames

119

Call Center Supervisor Resume Examples & Samples

Coach and train Consumer Services Representatives on trouble-shooting IOS, Android App, and Bluetooth devices and non-connectivity products
Conduct New hire product and systems training
Provide Call Quality Monitoring and Coaching
Create Call center representatives Performance Reporting
Initiate Disciplinary Action and Performance Improvement Plans
Interview call center candidates
Track Attendance and approvals
Provide Annual Performance Review Assessments
Respond to and resolve escalated consumer calls
Two years’ experience working with Call Center Technology; including Call Center Management systems and Customer Record Management tools
Excellent knowledge in trouble-shooting IOS, Android App, and Bluetooth devices with the ability to coach and support technical representatives
Proficiency in MS Office Programs with an emphasis on Excel, Outlook and Word
Excellent written, verbal, and oral presentation skills
Exceptional people leadership skills and motivation to achieve results in a fast- paced environment
Demonstrated coaching, training and development experience

120

Call Center Supervisor Resume Examples & Samples

Assists less experienced service center representatives resolve complex customer questions
Researches complex customer inquiries and responds to appropriate parties in a timely manner
Informs staff of service level issues and escalates issues to supervisor/manager in a timely manner to minimize corporate risk and enhance customer service experience
Assists with establishing and obtaining goals for acceptable performance in accordance with client service agreements
Motivate staff through positive feedback to meet service level goals
Supervises daily transactions to ensure policy and procedures are in accordance with service level agreement
Assists supervisor/manager with the day-to-day operations of the customer service area, including training and/or mentoring less experienced staff
Experience with Medicaid/Healthcare

121

Call Center Supervisor Resume Examples & Samples

Supervises and coaches staff to ensure all duties are performed and completed in an accurate and timely manner
Compiles and analyzes dispute data to monitor department statistics, and provides reports to management
Ensures deadlines are met and reallocates workloads as appropriate
Works with manager to establish service and quality standards, and ensures these are met
May assist manager with budgeting and financial forecasting for department
Approves timecards, overtime, and time off requests
Monitors and implements procedural and system changes affecting the department
Knowledge of MS Office software, such as Word, Excel, and Access database
Excellent interpersonal skills to work with team members, customers, and interface with other departments

122

Call Center Supervisor Resume Examples & Samples

Develops subordinates through continued coaching and feedback on performance. Assigns daily responsibilities to PSTLs and Reps (e.g., dedicated programs, outbound projects, etc.) Creates and analyzes reports designed to monitor overall operations and performance of the call center (e.g. Quantify Data, Trending KPI’s, etc.)
Works closely with Client Services and Sales to ensure the smooth implementation of new accounts
Reviews new and updated accounts with Team Leads and/or Reps (one-on-one)
Ensures that system emergencies are handled appropriately, with direction and assistance from IT and/or the appropriate vendors
Ensure that operational and customer related functions of the call center are completed timely, accurate and sufficient to meet standards
Meets with peers and Manager regularly to discuss and analyze productivity, service and future plans for growth
In the Call Center Manager’s absence, assists with the daily management of the center. Performs other related duties and special projects as requested

123

Call Center Supervisor Resume Examples & Samples

Supervise Call Center staff, set positive example to all employees by providing consistent support and positive leadership, and quality customer service
Assist with customer complaints or inquiries from client or senior management
Assist in identifying training needs
Monitor random calls to improve quality
Minimize errors and track performance

124

Call Center Supervisor Tuesday Saturday Resume Examples & Samples

Prepare written documentation regarding representative’s performance in the workplace. Evaluate, monitor, discipline, coach and counsel agents as appropriate, assuring timeliness and consistency
Perform all opening and closing duties
Coordinate major IT issues with Staffing Coordinator
Coordinate special requests with warehouse staff and works with other departments as needed
Maintain Call Center’s service level goals. React according to established standards and make necessary changes to ensure proper coverage in all operational areas
Promote an environment that encourages employee engagement

125

Call Center Supervisor Resume Examples & Samples

Customer complaint resolution obtain daily service disruptions in Excel Workbook
Provide subordinate coaching and assistance when required
Has the authority to make the recommendation to hire and fire and to implement discipline and direct work of Dispatch employees
Interviews applicants; Handles employee grievances and complaints
Monitor real time call flow, inbound dispatcher availability, service levels and other critical call statistics to ensure calls are answered in a timely manner and abandon calls are minimized
Fill in as a Dispatcher when required ;Recommend promotions
Ensure overall compliance with various office policies such as: uniforms, use of electronic devices, phone compliance, meal breaks and attendance

126

Call Center Supervisor Resume Examples & Samples

Establishes and communicates performance standards and objectives; conducts performance appraisals
Conducts one-on-one meetings with staff to discuss performance issues (e.g. attendance, attitude, work performance) and develop corrective action plans, as needed
Develops subordinates through continued coaching and feedback on performance. Assigns daily responsibilities to PSTLs and Reps (e.g., dedicated programs, outbound projects, etc.)
Creates and analyzes reports designed to monitor overall operations and performance of the call center (e.g. Quantify Data, Trending KPI’s, etc.). Works closely with Client Services and Sales to ensure the smooth implementation of new accounts
Reviews new and updated accounts with Team Leads and/or Reps (one-on-one). Ensures that system emergencies are handled appropriately, with direction and assistance from IT and/or the appropriate vendors. Ensure that operational and customer related functions of the call center are completed timely, accurate and sufficient to meet standards
Meets with peers and Manager regularly to discuss and analyze productivity, service and future plans for growth. Assist with any Team Lead, Representative or general center responsibilities, when required (e.g., answering QA lines, walk-around, traffic monitoring, quality monitoring, training, taking calls, scheduling, etc.). In the Call Center Manager’s absence, assists with the daily management of the center

127

Call Center Supervisor Resume Examples & Samples

Ability to inspire trust and credibility to support agents and leads in a helpdesk environment
Must be able to ensure agents and leads are meeting or exceeding client expectations
Excellent people and interpersonal skills to build effective relationships with internal and external professionals
Excellent team building skills
Ability to plan well and prioritize multiple projects simultaneously
Maintain character under tight pressure in a fast paced environment
Excellent analytical skills to collect appropriate data and make good decisions quickly
Bachelor's degree or associate's degree from an accredited institution
1+ year(s) experience in call center management
Passion for technology
Technical certifications preferred
Experience with Avaya CMS and other helpdesk reporting tools
Proven team building experience, must have a track record of building teams that consistently exceed client expectations
Must show a passion for lifelong learning

128

Call Center Supervisor Resume Examples & Samples

Plan, coordinate and conduct training for new hires as well as ongoing training for established agents
Monitor inbound and outbound calls with all agents, to ensure adherence to best practices, quality and efficiency. Provide feedback and motivation
Be proactive with observations, by reporting trends, adjustments and/or recommendations for the program on a regular basis
Provide coaching and mentoring to agents, delivering feedback on call performance and other key performance indicators
Motivate call center agents to achieve performance objectives and team goals
Manage inbound and outbound call strategies
Review trend reports against program goals and ensure metric goals are met
Participate in regular business reviews with the American Standard team
Manage the day-to-day communication and successful operation of the program
Understand all aspects of the offered products and programs
Phone support for inbound client accounts, as needed
3-5 years of related experience (call center sales management and call center training experience highly desirable)
Proven track record of successful management of call center agents, for inbound and outbound lead generation or sales
Minimum 1 year experience as manager in direct response call center environment
Must have excellent oral, written, communication and presentation skills
A sales background with the ability to close
Proven leadership skills and solid account or project management experience
Highly organized and detail-oriented
Proficient in the MS Office Suite (Excel, Word)
A self-motivated team player who interfaces well on all levels with minimal direction
A positive attitude with high enthusiasm and a desire to provide top-notch service
Ability to prioritize tasks and resolve issues quickly
Experience in using a CRM or lead management database, such as Lead Perfection, preferred

129

Call Center Supervisor Resume Examples & Samples

Successfully build, lead and develop a team to achieve exceptional customer service through telephone interactions at our Contact Center
Display initiative to succeed in an entrepreneurial culture
Consistently demonstrate professional verbal and written communication, interpersonal and organizational skills
Exhibit problem solving and conflict resolution skills, organization and the ability to multi-task within a fast paced Contact Center environment
Hire, train, coach, mentor, and develop associates
Manage time to ensure completion of daily service reports, Contact Center overviews and weekly payroll reconciliation
Maintain composure when handling unexpected challenges and competing demands
Minimum three years' leadership experience in a customer service or retail environment
Proficient in PC-based applications
Flexibility to work a retail schedule that includes nights, weekends, holidays, and special events

130

Call Center Supervisor Resume Examples & Samples

Oversee individuals who apply clinical judgment and develop chemical dependency treatment plans to help identify the most appropriate level of care for members
Provide assistance to Case Management associates in resolving service complaints to answer questions regarding services or billing
Investigate infrastructure tools and communicate and implement findings to optimize productivity and performance
Use objective tools, information, data, and feedback to establish performance goals for individuals and the team; create spreadsheets with appropriate data to provide others with organized statistical reports concerning performance goals; supervise individuals who support quality services to serve client needs and maintain retention standards
Research and use best practices to achieve project implementation goals and preferred outcomes
Follow organization standards to maintain quality service
Make periodic visits, explore specific needs, and resolve problems to build and maintain client relationships
Collect, analyze, and summarize data to prepare reports and make recommendations
One to three years Supervisory experience working in a heavily regulated environment, managing individuals who provide quality behavioral health services to customers
Associate's Degree or equivalent required

131

Call Center Supervisor Resume Examples & Samples

Be an expert in all services/features and local attractions/activities to anticipate and respond to guest inquiries promptly and accurately
Instills a calm, organized approach when interacting in stressful situations
Approach internal and external guest opportunities with a sense of heartfelt care and urgency; provide prompt follow-up to ensure 100% guest satisfaction
Ensure that sufficient staffing is present to meet the daily business demands
Maintain confidentiality of guest information and follow proper protocol to secure and protect pertinent data
Foster and maintain strong, positive relationships with team members across all departments through communication and regular face-to-face interaction
Assist management to recruit, hire, train and successfully support and manage the talent of all new and existing team members
High school diploma or general education degree (GED or two to three years related experience and/or training; or equivalent combination of education and experience)
Minimum of one year supervisory experience in a high volume setting preferred
Previous hospitality experience in a Four Diamond quality organization preferred
Previous experience with Windows, Office, and property management systems highly desirable
Must be able to understand, speak, read, and write in the basic English language
Ability to effectively communicate and provide directions in a clear, concise and professional manner in both verbal and written form
Demonstrate ability to compute basic arithmetic
Must be available to work, varied shifts and flexible schedules

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The Guide To Resume Tailoring

Craft your perfect resume by picking job responsibilities written by professional recruiters

Pick from the thousands of curated job responsibilities used by the leading companies

Tailor your resume & cover letter with wording that best fits for each job you apply

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Resume Builder

15 Call Center Supervisor resume templates

Read our complete resume writing guides

How to Tailor Your Resume

How to Make a Resume

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Work Experience in Resume

50+ Skills to Put on a Resume

How and Why Put Hobbies

Top 22 Fonts for Your Resume

50 Best Resume Tips

200+ Action Words to Use

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Write a Resume Objective

What to Put on a Resume

How Long Should a Resume Be

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How to List Education

CV vs. Resume: The Difference

Include Contact Information

Resume Format PDF vs Word

How to Write a Student Resume

Call Center, Supervisor Resume Examples & Samples

Call Center Supervisor Resume Examples & Samples

Call Center Supervisor nd Shift Resume Examples & Samples

Call Center Supervisor Resume Examples & Samples

Call Center Supervisor Resume Examples & Samples

Call Center Supervisor Resume Examples & Samples

Call Center Supervisor Resume Examples & Samples

Call Center Supervisor Resume Examples & Samples

Call Center Supervisor Resume Examples & Samples

Call Center Supervisor Resume Examples & Samples

Call Center Supervisor Resume Examples & Samples

Call Center Supervisor Resume Examples & Samples

Call Center Supervisor Resume Examples & Samples

Outbound Call Center Supervisor Resume Examples & Samples

Call Center Supervisor Resume Examples & Samples

Seasonal Call Center Supervisor Resume Examples & Samples

Call Center Supervisor Resume Examples & Samples

Call Center Supervisor Resume Examples & Samples

Reservations Call Center Supervisor Resume Examples & Samples

Call Center Supervisor Resume Examples & Samples

Call Center Supervisor Resume Examples & Samples

Call Center Supervisor Resume Examples & Samples

Call Center Supervisor Resume Examples & Samples

Call Center Supervisor Resume Examples & Samples

Call Center Supervisor Resume Examples & Samples

Call Center Supervisor Resume Examples & Samples

Call Center Supervisor Resume Examples & Samples

Retail Services Call Center Supervisor Resume Examples & Samples

Sales Call Center Supervisor Resume Examples & Samples

Call Center Supervisor Resume Examples & Samples

Call Center Supervisor Resume Examples & Samples

Call Center Supervisor Resume Examples & Samples

Call Center Supervisor Resume Examples & Samples

Call Center Supervisor Resume Examples & Samples

Call Center Supervisor Resume Examples & Samples

Call Center Supervisor Resume Examples & Samples

Call Center Supervisor Resume Examples & Samples

Sales Call Center Supervisor Resume Examples & Samples

Call Center Supervisor Resume Examples & Samples

Call Center Supervisor Resume Examples & Samples

Call Center Supervisor Resume Examples & Samples

Call Center Supervisor Resume Examples & Samples

Call Center Supervisor Resume Examples & Samples

Call Center Supervisor Resume Examples & Samples

Outbound Call Center Supervisor Resume Examples & Samples

Call Center Supervisor Resume Examples & Samples

Call Center Supervisor Resume Examples & Samples

Call Center Supervisor Resume Examples & Samples

Referral Specialist Team-call Center Supervisor Resume Examples & Samples

Call Center Supervisor Resume Examples & Samples

Call Center Supervisor Resume Examples & Samples

How to Make
a Resume

50 Best
Resume Tips

200+ Action
Words to Use

Internship
Resume