Call Center Manager Resume Template and Job Description

Call center managers are responsible for increasing the effectiveness of the call center, reducing turnover rates and making all the necessary efforts to turn repetitive and stressful tasks into accomplishing careers by motivating employees and making them value their work and achievements. This role is fit for those with good supervisory skills and organizational abilities.

Excellent call center managers are able to create a motivating work environment, building a friendly and competitive atmosphere among employees by good communication and leadership. They are also master planners, making sure the team has everything they need to succeed, both in terms of working equipment and know-how. Most candidates grow into this role by starting as simple call agents and demonstrating implication and gaining experience. The education they have includes special courses and an associate’s degree or a college degree.

When applying for a call center manager job don’t forget to highlight your knowledge about processes specific to such a job, like training and motivating employees and providing stellar customer care.

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Tips for Call Center Manager Resumes

Quality is the top priority

The job of the call center managers is to ensure every client has received the answer they were searching for at the end of the call and that the information requested and the one provided were properly noted in the existing database. They need to periodically check for quality, detect flaws and conduct training to give examples of handling different situations. Professionalism, telephone etiquette and remaining calm should be highlighted as the most important values.

Leadership Skills

In the role of the call center manager you will be in charge of numerous teams and their members and you need to set high standards and find creative ways of rewarding the people who rise up to the challenge. One way of doing this is putting the spotlight on the members of your teams who managed to overcome difficult situations, deal with impossible clients and come out on top. Ask them to describe one of these situations and the solution provided and ask the other ones to learn from these experiences and implement the techniques described in their daily work. If you have experience as an agent, share your own success and failure stories to show a human side.

Planning Skills

As in most managerial roles, get ready to open a planner and schedule in meetings, trainings, count man-hours, allocate money and draw the line for awarding bonuses. Give each team member the opportunity to grow, reward hard work and remember to put in some time for fun and some for reflection.

Call Center Manager Resume Samples

The following resume samples and templates for call center manager can help you get a better idea of what your resume can look like.

When applying to a call center manager job, try to highlight in your resume strong points, such as the number of employees you supervised, the increase in profit you helped achieve or other objectives like sales or quality reported by clients.

Additional Call Center Manager Resume Tips

• Process audit – In order to increase achievements you need to take a critical look at the process and identify potential flaws. Give examples of reducing the calling time, increasing the amount of useful information or ways to cross-sell more.
• Performance analysis – As in all managerial roles, part of your job is to measure the baseline and aim for growth from that point on. Use analysis and numbers to show what you were able to achieve at your last job and give hints about how useful you could be to a future employer.

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