Call Center Director Resume Samples
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Call Center Director Resume Samples
The Guide To Resume Tailoring
Guide the recruiter to the conclusion that you are the best candidate for the call center director job. It’s actually very simple. Tailor your resume by picking relevant responsibilities from the examples below and then add your accomplishments. This way, you can position yourself in the best way to get hired.
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MT
M Treutel
Mary
Treutel
95197 Sigmund Pass
Dallas
TX
+1 (555) 323 4363
95197 Sigmund Pass
Dallas
TX
Phone
p
+1 (555) 323 4363
Experience
Experience
Dallas, TX
Administrative Assistant to Call Center Director
Dallas, TX
Osinski, Halvorson and Donnelly
Dallas, TX
Administrative Assistant to Call Center Director
- Manage projects to keep on schedule
- Responsible for assisting in scheduling of team and individual meetings
- Responsible for assisting in the preparation of reports
- Screen calls and visitors to control interruptions
- Responsible for maintaining the confidentially of patient and program records
- May be requested to track census data and attendance
- Compose correspondence, gather reports, and prepare presentation as requested
Boston, MA
Call Center Director
Boston, MA
Klocko-Leuschke
Boston, MA
Call Center Director
- Evaluates the quality of Customer Service Associates' calls from customers; provides feedback to reps on strengths and areas for improvement
- Develop staff to effectively deal with personnel issues and implement improvements as changes occur in our industry
- Work with other Consumer Solution Centers to ensure best-practice and operational knowledge sharing
- Approves and implements streamlining opportunities and process improvements
- Oversee management of Claims Call Center, Policy Administration Call Center, and other departments as assigned
- Responsible for performance appraisals, disciplinary actions, hiring/interviewing, promotions and salary changes
- May serve as a back up to more senior customer service management in their absence
present
Boston, MA
BPO Operations & Call Center Director
Boston, MA
Cummings, O'Reilly and Bashirian
present
Boston, MA
BPO Operations & Call Center Director
present
- Responsible for performing QA of correspondence, adherence to defined processes, and member retraining and reporting
- Leading, coaching, and developing staff at all levels to achieve high performance
- Effectively communicating with internal and external stakeholders, including government or commercial clients
- Working with other Directors and Managers and team leads at various locations, to create a cohesive and collaborative environment that values team success across delivery, quality assurance, training, communication, and reporting
- Setting member goals and objectives and performing quarterly and annual member performance evaluations
- Ensuring large volumes of assigned work is completed accurately, and timely, in accordance with Service Level Agreements (SLAs), and in adherence to Standard Operating Procedures and the Statement of Work (SOW)
- Defining KPIs, key metrics, and perform data analysis in MSFT/Excel and other software knowledge for analyzing team performance
Education
Education
Bachelor’s Degree in Relevant Field
Bachelor’s Degree in Relevant Field
Florida Atlantic University
Bachelor’s Degree in Relevant Field
Skills
Skills
- Considerable knowledge of the company's products, services and business operations to enable resolution of customer inquiries
- Working knowledge of workforce management practices and tools (e.g., scheduling software, quality monitoring software)
- Ability to lead and manage large teams effectively
- Excellent verbal and written communication skills
- Excellent customer service skills that build high levels of customer satisfaction
- Ability to work both independently and in a team environment
- Demonstrated problem-solving and decision-making skills
- Demonstrates effective people skills and sensitivities when dealing with others
- Demonstrated analytic and root cause analysis skills for process improvement initiatives
- Call Center 24x7 environments
15 Call Center Director resume templates
Read our complete resume writing guides
1
Call Center Director Resume Examples & Samples
- Plan, direct and facilitate CSC operational programs in accordance with Gannett Corporate guidelines. Ensure personnel are providing best in class customer service and sales to external and internal customers while meeting KPI performance goals
- Provide operational support for sales and distribution functions
- Work with other Consumer Solution Centers to ensure best-practice and operational knowledge sharing
- React to change productively and handle other essential tasks as assigned
2
BPO Operations & Call Center Director Resume Examples & Samples
- Ensuring large volumes of assigned work is completed accurately, and timely, in accordance with Service Level Agreements (SLAs), and in adherence to Standard Operating Procedures and the Statement of Work (SOW)
- Working with other Directors and Managers and team leads at various locations, to create a cohesive and collaborative environment that values team success across delivery, quality assurance, training, communication, and reporting
- Responsible for performing QA of correspondence, adherence to defined processes, and member retraining and reporting
- Leading, coaching, and developing staff at all levels to achieve high performance
- Responsible for the day-to-day management activities, such as monitoring operations flows, call center metrics, staffing levels, providing project knowledge, escalating issues in a timely manner, attending and actively taking part in product development meetings, scheduling to ensure adequate and appropriate coverage during peak or high volume periods, and approving attendance and time sheets
- Setting member goals and objectives and performing quarterly and annual member performance evaluations
- Effectively communicating with internal and external stakeholders, including government or commercial clients
- Defining KPIs, key metrics, and perform data analysis in MSFT/Excel and other software knowledge for analyzing team performance
- Driving special projects from inception to completion and communicating progress, roadblocks, and results both verbally and in writing up to and including a the composition of a formal memorandum to the client
- Assisting with diverse BPO Operations to include facility planning, staffing and budget management; overseeing new project start-ups; coordinating with IT to develop and implement technical solutions to improve efficiencies and client marketability
- Developing recommendations to improve the business process/performance
- Updating senior management on a regular basis regarding progress on projects, performance and potential business risks
- 7 years leadership experience within a Call Center environment; experience with CISCO hardware and software systems preferred; experience with drafting IVR scripts to promote self-service functionality and improve overall customer experience; experience with workforce management planning; experience working with call center quality improvement initiatives
- Prepares call center performance reports by collecting, analyzing, and summarizing data and trends and organizes people and activities to meet or exceed other goals as set by organization
- Management Consulting
3
Call Center Director Resume Examples & Samples
- Communicates with clients, vendors, and other departments to ensure quality service delivery and customer satisfaction
- Provides coaching and mentoring to contact center supervisors and team leads and occasionally to Customer Service Representatives
- May serve as a back up to more senior customer service management in their absence
- Ability to work both independently and in a team environment
4
Call Center Director Resume Examples & Samples
- Oversee management of Claims Call Center, Policy Administration Call Center, and other departments as assigned
- Maintain acceptable expense, staffing, productivity, timeliness, and accuracy levels based upon approved standards and measures, in accordance with contract provisions, company policies and legal requirements
- Redesign current call center statistic reports and where needed generate new reports
- Enhance quality control processes
- Develop staff to effectively deal with personnel issues and implement improvements as changes occur in our industry
- 10-15 years related work experience
- 5-10 years of experience in life insurance, property and casualty insurance, or call center experience required
- Must have 3-5 years of background managing multiple departments at one time
- Bachelor degree in relevant field of study required
- Strong computer knowledge, including good working knowledge of Excel, Word, Access, PowerPoint, Mainframe and Oracle applications
- Ability to interact with other departments and senior management
- Strong analytic and accounting knowledge preferred
- These skills are key: report writing, multitasking, effective verbal and written communications
5
Administrative Assistant to Call Center Director Resume Examples & Samples
- Responsible for clerical duties and tasks, including answering telephones and routing calls as necessary
- Sort and prioritize mail
- Compose correspondence, gather reports, and prepare presentation as requested
- Screen calls and visitors to control interruptions
- Manage projects to keep on schedule
- May be requested to track census data and attendance
- Responsible for assisting in the preparation of reports
- Responsible for assisting in scheduling of team and individual meetings
- Relieve management of administrative tasks as needed
- Responsible for maintaining the confidentially of patient and program records
- Maintain office supplies as needed
- Bachelor’s Degree required
- Strong organizational skills that reflect ability to perform and prioritize multiple tasks seamlessly with excellent attention to detail
- Expert-level written and verbal communication skills
- Demonstrated proactive approaches to problem-solving with strong decision-making capability
- Highly resourceful team-player, with the ability to be effective working independently
- Proven ability to handle confidential information with discretion, be adaptable to various competing demands, and demonstrates the highest level of customer/client service and response
- Demonstrated ability to achieve high-performance goals and meet deadlines in a fast-paced environment
