Call Centre Manager Resume Samples
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Call Centre Manager Resume Samples
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EB
E Bauch
Elsie
Bauch
941 Halvorson Park
Phoenix
AZ
+1 (555) 997 1430
941 Halvorson Park
Phoenix
AZ
Phone
p
+1 (555) 997 1430
Experience
Experience
Philadelphia, PA
Call Centre Manager
Philadelphia, PA
Schmitt Group
Philadelphia, PA
Call Centre Manager
- Managing the commercial relationship with the client to yield satisfactory outcomes for both parties
- Managing the commercial relationship with Subcontractors to yield satisfactory outcomes for both parties
- Overseeing internal information systems to ensure all data is recorded correctly to support work order and knowledge management initiatives
- Monitor Call Centre Reporting
- Overseeing call centre operations on a national level across all the Defence Base Services contract’s service streams
- General reporting
- 3 years of managing people, processes and relationship with business partners, vendors/suppliers
Boston, MA
Mercedes Benz-call Centre Manager
Boston, MA
Weber, Cummerata and Osinski
Boston, MA
Mercedes Benz-call Centre Manager
- People Management
- Planning and supervising changes and managing the daily operations of contact centre
- Ensuring call centre team performance in dispatching work orders and providing data in a timely manner to meet the service level agreements of the contract
- Monitoring work orders to ensure completion within contract specified timeframes – requesting extensions, further work and escalating where necessary
- Ensuring contractual compliance relating to quoting processes and completion of approved works by Broadspectrum technical staff and MSP Subcontractors
- Resolve issues with the aim of ‘fixing once’ – then implementing change
- Oversee all call center operations, including but not limited to: staffing, processes and procedures
present
New York, NY
Senior Call Centre Manager
New York, NY
Kovacek-Hintz
present
New York, NY
Senior Call Centre Manager
present
- OPERATIONAL DOCUMENTATION: Produces clear and concise documentation. Retrieves, organizes, analyzes and synthesizes complex subject matter and validates operational readiness through the use of this documentation. 10%
- TESTING: Work with users to validate training materials which are integrated with system design and functionality. 10%
- Review and approve documentation supporting the processes and procedures to be utilized in these centers, testing all aspects of systems and agent readiness, validating operating assumptions, and assisting in the review of training materials, scripting, and support documentation for use in the call centers. 15%
- Coordinate with Sales and Product Management to ensure that assigned centers are fully prepared to support products and service offerings. 10%
- Work closely with outsourced vendor personnel to resolve open items pertaining to operational readiness. 30%
- Meet Service Level metrics and Quality targets for each center. 15%
- Monitoring random customer interactions (i.e. calls, emails, etc.) to improve the quality, minimizing errors and tracking operative performance
Education
Education
Bachelor’s Degree in Motivation
Bachelor’s Degree in Motivation
DePaul University
Bachelor’s Degree in Motivation
Skills
Skills
- Strong process redesign focus, coupled with the ability to create strategies and visions and apply out-of-the-box solutions
- Proven Track record - significant relationship management in a highly pressurised environment
- Ability to design, create, communicate and implement business solutions
- Excellent understanding of Contact Center technologies (i.e. WFM– NICE, Avaya, Noble, etc.)
- High level ability to interpret performance data and leverage it for operator and service level improvements
- Proven knowledge of Insurance sales, service and Claims
- Personally self-managed, highly results driven and resilient
- Strong focus & demonstrated commitment to Associate Recognition & Development
- Leading people through significant operational and personal change
- Influence (L3)
3 Call Centre Manager resume templates
Read our complete resume writing guides
1
Collections Call Centre Manager Resume Examples & Samples
- Strong contact centre management background with organization and relationship management skills
- People leadership is critical in this function – both the ability to effectively work in teams across the bank with multiple stakeholders and to influence and align others and consistently deliver results
- Demonstrated flexibility to adapt quickly to changing priorities
- Ability to develop business objectives and implement plans to meet specific goals
- Demonstrated ability to positively champion change in execution and link to bigger strategic objectives and business direction
- Enjoys the challenge of a fast-paced, dynamic, high volume work environment
2
Bilingual Call Centre Manager Customer Solutions Service Resume Examples & Samples
- Building effective working relationships across the team and with various business lines and corporate functions
- Facilitating a culture of open and honest communication by actively participating and contributing to touchbases, team meetings, encouraging the generation of new ideas and approaches and actively sharing the knowledge and experience to enhance the development of all team members
- Expert knowledge of Scotiabank’s Retail and Small Business products and services
- 3-5 years of industry experience preferably in a management or coach-type role
- Previous management/leadership experience required; excellent team leadership, coaching and mentoring skills
- Strong customer service experience, including a high degree of judgment/organizational skills and problem-solving skills to deal with diverse/complex customer service issues and demonstrated ability to negotiate resolutions to disputes
- Proven ability to influence and motivate others
- High degree of flexibility required to adapt to a wide variety of tasks and functions and the ability to work in a fast-paced, dynamic environment
- Ability to take initiative in creating new processes that support and help achieve business objectives
- Demonstrated relationship building skills to ensure co-operative working relationships with team
3
Senior Call Centre Manager Resume Examples & Samples
- BUSINESS ANALYSIS: Use process models, internal existing documentation, and user acceptance test scripts to validate Call Center documentation that will be part of the training curriculum for the various call centers and agent skills. 10%
- OPERATIONAL DOCUMENTATION: Produces clear and concise documentation. Retrieves, organizes, analyzes and synthesizes complex subject matter and validates operational readiness through the use of this documentation. 10%
- TESTING: Work with users to validate training materials which are integrated with system design and functionality. 10%
- Review and approve documentation supporting the processes and procedures to be utilized in these centers, testing all aspects of systems and agent readiness, validating operating assumptions, and assisting in the review of training materials, scripting, and support documentation for use in the call centers. 15%
- Work closely with outsourced vendor personnel to resolve open items pertaining to operational readiness. 30%
- Meet Service Level metrics and Quality targets for each center. 15%
- Coordinate with Sales and Product Management to ensure that assigned centers are fully prepared to support products and service offerings. 10%
- Familiarity with Call Center operations specifically pertaining to the in-bound and out-bound sales centers and the launch of new products within call centers
- Experience in preparing reporting documentation on the performance of call center
- 5-7 years of experience in call center operational management
- Familiarity with Call Center operations specifically Sales centers and/or the launch of new products within call centers
- Ability to work in team-oriented, matrix managed environment
- Knowledge of Microsoft applications to include Project, Excel, Word and VISIO (i.e. Process documentation tool)
- Proven analytical skills
- Strong customer service orientation with Sales experience
- Knowledge of business process development and improvement
- Ability to support Call Center Operations on-call 7 X 24
- Fluent in Mandarin Chinese and English
4
Mercedes Benz-call Centre Manager Resume Examples & Samples
- Minimum 4 years operations management experience, with at least 2 years managing staff at managerial level in a Call Centre / BPO environment
- Understanding of Call Centre operations in terms of how people and technology work together for business optimisation
- Oral and written communication(L3)
- Technical Expertise (L3)
- Developing Organisational Talent (L4)
- Influence (L3)
5
Call Centre Manager Resume Examples & Samples
- Develop, direct and lead call center managers to achieve call center target and goals. To maintain a high level of morale and develop talent among the employee population. Areas of development include but are not limited to agent coaching. Agent engagement, performance management
- Conduct Performance Management activities
- Proactively address issues and ensure appropriate work environment of all employees
- Daily review of Centre’s performance measures (efficiency and quality) and take action as required
- Drive Customer Care strategy in alignment with client vision
- Identify, recommend and support the implementation of various processes and procedures for the improvement of call center operations
- Oversee all call center operations, including but not limited to: staffing, processes and procedures
- Participate leadership team meetings
- Administrative support to HR/Personnel
- Staff Planning
- General reporting
- Support on various special project requests as required
- Works from our office in Markham and requires commuting to London and other offices in the GTA
- 5 to 10 years of contact centre management experience
- Experience managing team manager who have a large number of reports
- Excellent problem-solving and communication skills
- Solid customer focus and should be able to operate well in teams
- Ability to develop and motivate staff
- Preferred experience managing represented and non-represented reports
- Additional qualification not listed that may be required based on the job description
- L1-AC1
6
Call Centre Manager Resume Examples & Samples
- Minimum 4 years operations management experience, with at least 2 years managing staff at managerial level in a Call Centre/BPO environment
- Understanding of Call Centre operations in terms of how people and technology work together for business optimization
- Management-related qualification
- Leadership (L4)
- Technical Expertise(L3)
- Problem solving (L3)
- Planning and Organising (L4)
- Change Journey Leadership (L3)
- Customer Service Orientation (L3)
7
Call Centre Manager Resume Examples & Samples
- Liaising with team leaders, supervisors, third parties, and operatives to ensure effective compliant delivery of services, with speedy effective resolution of issues, and effective risk mitigation and escalation
- Planning and supervising changes and managing the daily operations of contact centre
- Ensure the Contact Center operations meet the performance standards set by each entity in terms of service, quality and efficiency. Apply continuous improvement approach to deliver customer focused centers of excellence
- Conduct periodic reviews of Contact Centre operations to monitor interactions, analyzes campaign reporting statistics and provide feedback on Key Performance Indicators (KPIs) and campaign performance
- Monitoring random customer interactions (i.e. calls, emails, etc.) to improve the quality, minimizing errors and tracking operative performance
- Regular review of staff’s performance, and determining training needs, aligned to Career development plans
- 5 years’ experience within a contact center management role
- Strong contact centre Claims, sales and services background
- 3-5 years’ experience within financial services or insurance industry
- 3 years of managing people, processes and relationship with business partners, vendors/suppliers
- Preferable 1-2 years’ experience within a relationship management role and or campaign management role
- Superior Customer centric ethos and values
- Strong, independent leadership skills to manage and drive solutions; must be able to deliver sustainable results
- Demonstrated experience in designing and delivering effective customer centric solutions
- Strong communication skills – must be able to effectively communicate with business partners, senior leadership, peers, staff, customers and other stakeholders
- Leading people through significant operational and personal change
- Strong focus & demonstrated commitment to Associate Recognition & Development
- Personally self-managed, highly results driven and resilient
- Proven knowledge of Insurance sales, service and Claims
- Proven Track record - significant relationship management in a highly pressurised environment
- Proven capabilities designing, creating, communicating and implementing business solutions which have delivered targeted improvements
- Excellent understanding of Contact Center technologies (i.e. WFM– NICE, Avaya, Noble, etc.)
- Ability to design, create, communicate and implement business solutions
- Strong process redesign focus, coupled with the ability to create strategies and visions and apply out-of-the-box solutions
- Business and Operational Acumen Required
8
Call Centre Manager Resume Examples & Samples
- Overseeing call centre operations on a national level across all the Defence Base Services contract’s service streams
- Leadership and performance management of a large call centre team based across various locations nationally
- Ensuring call centre team performance in dispatching work orders and providing data in a timely manner to meet the service level agreements of the contract
- Ensuring contractual compliance relating to quoting processes and completion of approved works by Broadspectrum technical staff and MSP Subcontractors
- Responding to customers’ needs and facilitate resolution in a timely and customer-focussed manner within the Contract and the agreed service standards
- Overseeing internal information systems to ensure all data is recorded correctly to support work order and knowledge management initiatives
- Monitoring work orders to ensure completion within contract specified timeframes – requesting extensions, further work and escalating where necessary
- Managing the Contract Change Process between Client, MSP Subcontractors, and Operational where required
- Managing the commercial relationship with the client to yield satisfactory outcomes for both parties
- Managing the commercial relationship with Subcontractors to yield satisfactory outcomes for both parties
- Submit and evaluate proposals to reduce costs, maximise revenue, improve EVA, increase EBITA, improve quality and increase productivity; accountable for ensuring commercial issues do not impact target EBITA
9
Call Centre Manager Resume Examples & Samples
- Facilitate Call Centre Process Improvement activities
- Direct management of Ballarat based resources
- Liaise with SPLG SCM team, escalate issues that affect CRM’s teams ability to fulfil requests
- Resolve issues with the aim of ‘fixing once’ – then implementing change
- Monitor Call Centre Reporting
- Ensure Service Delivery of SPLG L1 and L2 Teams
- Support teams with resources and Supply Chain knowledge
- Coordinate Call Centre Communications in line with Supply Chain strategies
- Provide Major Incidents & Emergency Support
- Manage requests that are outside of usual scope of Level 1 and Level 2 teams
- 1st Point of Contact for; SPLG SCM Process Leads and SPLG Operations Lead and Manager
- Must have conceptual knowledge of delivery expectations of the L1 and L2 teams with fast capability to grow knowledge
- Understands and applies knowledge of Supply Chain and associated solutions related to the Client's requirements
- Will have client relationship building skills and an ability to talk to Telstra/IBM execs, and equally at home discussing issues with store people and CT’s
- Understands department/function mission and vision for effective implementation and has in-depth understanding of the client's business and is able to determine areas where IBM's solutions complement the client's business
- As key escalation point for L1 and L2 teams, must have capability to liaise with different levels of client and IBM management, even during stressful situations
- Telecommunications industry knowledge
- Spare Parts & Supply Chain Logistics skills
- Established Client Relationship skills
