call center supervisor skills resume

Build my resume

• Build a better resume in minutes
• Resume examples
• 2,000+ examples that work in 2024
• Resume templates
• 184 free templates for all levels
• Cover letters
• Cover letter generator
• It's like magic, we promise
• Cover letter examples
• Free downloads in Word & Docs

5 Call Center Supervisor Resume Examples for 2024

Call Center Supervisor Resume

• Call Center Supervisor 2
• Call Center Supervisor 3
• Call Center Supervisor 4
• Call Center Supervisor 5
• Call Center Supervisor Resume Writing 101

When customers call in with questions or concerns, you lead the way to ensure they get the help that’s needed. With you in charge, team members are coached, scheduling is completed, and complex customer problems are handled with ease.

Are your leadership abilities well-represented on your resume?

Call center hiring managers will review resumes carefully to ensure they hire a skilled professional to lead the way. Our call center supervisor resume examples and free ai cover letter generator are a great place to start when trying to stand out amongst other applicants.

or download as PDF

Call Center Supervisor 2 Resume

Call Center Supervisor 3 Resume

Call Center Supervisor 4 Resume

Call Center Supervisor 5 Resume

Related resume examples

• Operations Supervisor
• Warehouse Supervisor
• Housekeeping Supervisor
• Preschool Teacher

What Matters Most: Your Call Center Supervisor Skills & Work Experience

When you’re in a supervisory position, you need both the ability to lead a team and to know how to handle all customer issues effectively. 

Using a good mix of skills specifically focused on what’s emphasized in the job description will help you stand out. For example, if the call center works with Internet providers, your understanding of modems, routers, and tech troubleshooting should be emphasized. 

Here are some of the most sought-after call center supervisor skills in 2024.

9 most popular call center supervisor skills

• Team Management
• Operations Refinement
• Microsoft Office
• Customer Service

Sample call center supervisor work experience bullet points

Creating an excellent customer experience drives recurring purchases and positive company feedback. That means what you can achieve as a supervisor matters a lot. 

If you’ve used software like Zendesk, consider some of the primary numbers you tracked in past positions. Using metrics like satisfaction scores, first reply times, and resolution times will help you stand out as a supervisory applicant. 

Additionally, note that hiring managers review resumes quickly. Short examples of how you performed accurate data entry or ensured compliance will be best to allow those essential skills to stand out. 

Here are a few samples:

• Oversaw 20 service reps while ensuring all security compliance measures were met to reduce the chance of customer information leaks by 97%.   
• Managed difficult customer issues by using a calm tone and avoiding arguing to maintain 94% positive satisfaction scores.  
• Used Zendesk to implement a new customer service live chat feature that allowed simple customer questions to be handled 87% more efficiently.  
• Regularly checked emails after every call to answer all service requests within 1 hour or less during regular working hours.      

Top 5 Tips for Your Call Center Supervisor Resume

• Reverse chronological formatting will be optimal for call center supervisors. You’ve worked your way up to be a supervisory applicant, so your most recent skills in team management and operations improvement will be most important to hiring managers to identify your leadership abilities.  
• Call center supervisors need to be able to handle problems at a moment’s notice. Action words like “oversaw” and “assisted” will make your examples more impactful. Such as how you “assisted 22 customers per day and worked to solve problems in an average of 30 minutes or less.” 
• Your resume should be a concise and easily readable page of information. If you’re struggling to narrow in on what to list, think about the core requirements of the position. For instance, if the company uses multi-line phone systems, your previous experiences working with similar technology should be emphasized. 
• Think about how you would organize customer service data on a spreadsheet and apply similar methods to your resume. Clear headers, bullet points whenever possible, and easily readable 12-14 point font are all ideal ways to organize everything. 
• Call center supervisors must lead a team, know how to provide excellent customer service, and use current technology like HelpDesk to track information. List skills in all those aspects to show you can manage each of the call center’s daily tasks.  

Resume summaries work well for supervisory candidates with ten or more years of experience. For instance, a few sentences on how you managed a 40-person service team and 10,200 open customer accounts for 12 years would make for a great summary.    

Aim to include examples that show how you’ll be a good leader. For instance, if you led compliance training for five new team members, that would be an excellent example to include. 

Your cover letter can get more personal about your passion for the position or provide more details about what makes you a great fit. For instance, you could talk about why you want to help the company achieve its mission or the strategies you use to lead a team successfully. 

Resume Builder

• Resume Experts
• Search Jobs
• Search for Talent
• Employer Branding
• Outplacement
• Resume Samples
• Customer Service

Call Center Supervisor Resume Samples

The guide to resume tailoring.

Guide the recruiter to the conclusion that you are the best candidate for the call center supervisor 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.

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.

Create a Resume in Minutes with Professional Resume Templates

• 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
• 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
• 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
• 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

15 Call Center Supervisor resume templates

Read our complete resume writing guides

How to tailor your resume, how to make a resume, how to mention achievements, 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, internship resume, killer resume summary, write a resume objective, what to put on a resume, how long should a resume be, the best resume format, 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.

• 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
• 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
• 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
• 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
• 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
• 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 [email protected]. Be sure to include your name, the job you are interested in, and the accommodation you are seeking./
• 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
• 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
• 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
• 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
• 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
• 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
• 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
• 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
• 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
• 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
• 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
• 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
• 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
• 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
• 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
• 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
• 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
• 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)
• 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
• 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
• 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
• 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
• 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
• 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
• 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
• Previous experience with leadership, management, sales and customer service
• Ability to provide honest feedback to staff
• Comfortable working under pressure
• 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
• 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
• 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
• 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)
• 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
• 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
• 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
• 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
• 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
• 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
• 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
• 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
• 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
• 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
• Collections/ Customer Service experience preferred
• 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
• 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
• 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
• 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
• 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
• 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

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

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
• 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
• 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
• Excellent typing skills and computer literacy, including a solid understanding of customer service applications, Microsoft Word, Outlook and Excel applications

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
• 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
• 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

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

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
• 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
• 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
• 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
• 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

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
• 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
• 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
• 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
• 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
• 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
• 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
• 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
• 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

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
• 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
• 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
• 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 team building skills
• Ability to plan well and prioritize multiple projects simultaneously
• Maintain character under tight pressure in a fast paced environment
• 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
• 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
• 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
• 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
• 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

Related Job Titles

Resume Worded   |  Proven Resume Examples

• Resume Examples
• Administrative Resumes
• Customer Service Resume Guide & Examples

Call Center Supervisor Resume Examples: Proven To Get You Hired In 2024

Jump to a template:

• Call Center Supervisor
• Customer Service Team Lead
• Customer Care Manager

Get advice on each section of your resume:

Jump to a resource:

• Call Center Supervisor Resume Tips

Call Center Supervisor Resume Template

Download in google doc, word or pdf for free. designed to pass resume screening software in 2022., call center supervisor resume sample.

As a Call Center Supervisor, your role is infused with a mix of administrative, leadership, and customer service elements. Your resume should reflect these unique aspects. Specifically, it must demonstrate your skills in managing employees, ensuring high-performance levels, and handling customer escalations. Recently, companies are leaning towards supervisors with a strong grasp of digital platforms and analytics as call centers move towards omnichannel customer service. So, stay ahead by showcasing your digital skills and familiarity with various call center software. Moreover, hiring managers are now seeking candidates who can work remotely without compromising team productivity. In your resume, you may want to present any experiences where you've successfully managed remote teams or worked in virtual call centers, to cater to this growing trend.

We're just getting the template ready for you, just a second left.

Recruiter Insight: Why this resume works in 2022

Tips to help you write your call center supervisor resume in 2024,    show your people management skills.

As a Call Center Supervisor, you're in charge of a team. So, it's crucial to show your ability to lead and manage people effectively. Mention any strategies you've used to boost team morale, decrease staff turnover, or increase agent productivity.

   Highlight your proficiency in Call Center software

Call center operations heavily rely on software. Your resume should demonstrate your proficiency in using call center software, be it CRM systems, auto-dialers or analytics programs. Any experience in implementing or refining these tools can be a significant asset.

Customer Service Team Lead Resume Sample

Customer care manager resume sample.

As a hiring manager who has recruited for call center supervisor roles at companies like Concentrix, Sitel, and Teleperformance, I've seen hundreds of resumes. The best ones always stand out by showcasing the candidate's ability to lead teams, improve customer satisfaction, and drive operational efficiency. Here are some tips to make your call center supervisor resume shine:

   Highlight your team leadership experience

Hiring managers want to see that you have experience leading and motivating call center teams. Instead of just listing your responsibilities, focus on the impact you made:

• Led a team of 20 customer service representatives, increasing customer satisfaction scores by 15% within 6 months
• Coached and mentored 5 team leads, resulting in their promotion to supervisor roles within 1 year

Quantifying your achievements with numbers makes them more impactful and credible. If you don't have formal leadership experience, you can also highlight relevant projects or initiatives where you took the lead.

   Showcase your customer service expertise

As a call center supervisor, you need to have a deep understanding of customer service best practices. Highlight your experience handling complex customer issues and improving customer satisfaction:

• Implemented a new call quality monitoring process, resulting in a 20% reduction in customer complaints
• Developed and delivered customer service training to 50+ team members, improving first call resolution rates by 25%

Use specific examples to illustrate your expertise. Avoid generic statements like:

• Responsible for ensuring high levels of customer service
• Handled customer complaints and issues

   Emphasize your operational skills

Call center supervisors are responsible for managing day-to-day operations and ensuring that performance targets are met. Showcase your ability to optimize processes, manage resources, and drive efficiency:

• Implemented a new workforce management system, reducing staffing costs by 10% while maintaining service levels
• Analyzed call volume data to optimize scheduling, increasing agent utilization by 15%

Again, use numbers to quantify your impact wherever possible. Avoid vague statements like "responsible for managing operations" that don't convey your specific achievements.

   Tailor your resume to the job description

Every call center has different needs and priorities. Tailor your resume to the specific requirements of the job you're applying for. For example:

• If the job emphasizes sales skills, highlight your experience coaching teams to achieve sales targets
• If the job requires knowledge of specific tools or technologies, make sure to include them in your skills section

Customizing your resume shows that you've done your research and are genuinely interested in the role. Avoid sending a generic resume that could apply to any call center supervisor job.

   Include relevant certifications and training

In addition to your work experience, include any relevant certifications or training you've completed. For example:

• Certified Call Center Supervisor (CCCS)
• Workforce Management Certification
• Leadership Development Program

These credentials demonstrate your commitment to professional development and can help you stand out from other candidates. Just make sure to include the full name of the certification and the issuing organization.

   Use a clear and concise format

Finally, make sure your resume is easy to read and navigate. Use a clear font, bullet points, and headings to break up the text. Here's an example of a well-formatted resume summary:

Customer-focused call center supervisor with 5+ years of experience leading teams to deliver exceptional service. Proven track record of improving customer satisfaction scores, reducing wait times, and driving operational efficiency. Skilled in coaching, performance management, and process optimization.

Avoid long paragraphs or dense blocks of text that are difficult to scan. Keep your resume concise and focused on your most relevant qualifications.

Writing Your Call Center Supervisor Resume: Section By Section

  summary.

A resume summary is an optional section that goes at the top of your resume, just below your contact information. While it's not required, it can be a useful way to provide additional context about your career goals and highlight key skills and experiences that may not be immediately apparent from the rest of your resume. Keep in mind that a summary is different from an objective statement, which is outdated and should be avoided.

When deciding whether to include a summary on your call center supervisor resume, consider your level of experience and career trajectory. If you have a long career history or are making a significant career change, a summary can help tie together disparate experiences and clarify your goals. However, if you're early in your career or have a straightforward work history, it may be unnecessary.

To learn how to write an effective resume summary for your Call Center Supervisor resume, or figure out if you need one, please read Call Center Supervisor Resume Summary Examples , or Call Center Supervisor Resume Objective Examples .

1. Tailor your summary to the call center supervisor role

When crafting your resume summary, it's essential to tailor it specifically to the call center supervisor position you're applying for. This means highlighting relevant skills, experiences, and achievements that demonstrate your ability to lead a team, manage customer relationships, and drive performance metrics.

Here's an example of a tailored summary for a call center supervisor role:

Results-driven call center professional with 5+ years of experience in team leadership and customer service. Proven track record of improving key performance indicators, including increasing customer satisfaction scores by 20% and reducing average handle time by 15%. Skilled in coaching and developing agents to reach their full potential.

In contrast, here's an example of a generic, untailored summary:

Experienced manager with a background in customer service. Skilled in communication, problem-solving, and teamwork. Seeking a challenging new role in a dynamic organization.

2. Focus on measurable achievements and impact

When highlighting your accomplishments in your resume summary, focus on measurable achievements and the impact you've had in previous roles. This helps demonstrate your value to potential employers and sets you apart from other candidates.

For example, instead of simply stating that you managed a team, quantify your impact:

• Led a team of 20+ agents, increasing overall team productivity by 25% through effective coaching and performance management
• Implemented a new quality assurance process, resulting in a 15% reduction in customer complaints and a 10% increase in first-call resolution

Avoid using vague or generic statements that don't provide concrete evidence of your abilities, such as:

• Managed a team of agents
• Improved customer satisfaction

  Experience

The work experience section is the most crucial part of your call center supervisor resume. It's where you demonstrate your relevant skills, accomplishments, and career progression to potential employers. To create a strong work experience section, follow these tips:

1. Use industry-specific action verbs

When describing your work experience, use strong action verbs that are relevant to the call center industry. This helps showcase your skills and expertise in a way that resonates with hiring managers. For example:

• Managed a team of 20+ call center agents, ensuring high-quality customer service
• Implemented new training programs that reduced average call handling time by 15%
• Analyzed call metrics and performance data to identify areas for improvement

Avoid using generic or weak verbs that don't effectively convey your contributions, such as:

• Responsible for a team of call center agents
• Helped with training programs
• Looked at call metrics

2. Highlight your leadership experience

As a call center supervisor, your leadership skills are crucial. Emphasize your experience managing teams, mentoring agents, and driving performance improvements. For example:

• Led a team of 25 call center agents, consistently achieving 95%+ customer satisfaction scores
• Coached and mentored underperforming agents, resulting in a 20% improvement in key performance metrics
• Collaborated with cross-functional teams to develop and implement process improvements that increased efficiency by 30%

Avoid simply listing your responsibilities without demonstrating the impact of your leadership:

• Supervised a team of call center agents
• Provided coaching and feedback to agents
• Worked with other departments on process improvements

3. Showcase your technical skills

Call center supervisors often work with various tools and technologies to manage their teams and analyze performance data. Highlight your proficiency with relevant software and systems, such as:

• Experienced in using Salesforce Service Cloud to manage customer interactions and track key metrics
• Proficient in Tableau for creating data visualizations and performance dashboards
• Skilled in using Genesys PureCloud for call routing, workforce management, and quality assurance

"As a call center supervisor at ABC Company, I leveraged my expertise in Salesforce Service Cloud to streamline our customer service processes. By implementing custom workflows and automations, I reduced average call handling time by 20% and increased first-call resolution rates by 15%. Additionally, I used Tableau to create real-time performance dashboards, enabling our team to quickly identify and address areas for improvement."

4. Demonstrate career progression

Hiring managers want to see that you've grown and advanced in your career. If you've held multiple positions within the same company or industry, showcase your progression by highlighting promotions, increased responsibilities, and key achievements. For example:

"ABC Company | Call Center Agent | June 2015 - December 2017 - Consistently achieved 100%+ of monthly sales targets, ranking among the top 5% of agents - Recognized as "Agent of the Month" three times for outstanding performance ABC Company | Call Center Team Lead | January 2018 - June 2019 - Promoted to Team Lead based on strong individual performance and leadership potential - Managed a team of 10 agents, providing coaching and guidance to improve overall team performance - Implemented a new quality assurance process that increased customer satisfaction scores by 10% ABC Company | Call Center Supervisor | July 2019 - Present - Promoted to Call Center Supervisor, overseeing a team of 30+ agents across multiple shifts - Developed and launched a comprehensive training program for new hires, reducing ramp-up time by 25% - Collaborated with IT to implement a new CRM system, resulting in a 15% increase in efficiency"

  Education

The education section of your call center supervisor resume should be concise and highlight your relevant qualifications. It's important to list your degrees in reverse chronological order, starting with the most recent one. Include the name of the institution, location, degree earned, and graduation date.

1. Highlight relevant coursework for call center supervisors

If you're a recent graduate or have taken courses directly related to call center management, customer service, or leadership, consider listing them under the relevant degree. This can demonstrate your knowledge and skills to potential employers.

For example:

• Bachelor of Business Administration, XYZ University, City, State (Graduated: May 2021)
• Relevant Coursework: Call Center Management, Customer Service Strategies, Leadership and Communication

2. Include certifications to boost your call center credentials

If you have earned any certifications related to call center operations, customer service, or leadership, include them in your education section. This can help you stand out from other candidates and demonstrate your commitment to professional development.

Good example:

• Certified Call Center Manager (CCCM), Call Center Industry Advisory Council (CIAC), 2019

Avoid listing irrelevant or outdated certifications:

• Microsoft Office Specialist (MOS), 2005

3. Keep education section brief for experienced call center supervisors

If you have several years of experience as a call center supervisor, your education section should be brief and to the point. Hiring managers will be more interested in your work accomplishments and leadership skills.

Example for an experienced professional:

Bachelor of Science in Business Administration University of ABC, City, State

Notice how the graduation year is omitted to prevent potential age discrimination.

  Skills

The skills section of your call center supervisor resume is a critical component that hiring managers pay close attention to. It's where you showcase your key abilities and expertise that make you a strong candidate for the role. In this section, we'll break down the essential steps to crafting a compelling skills section that will catch the attention of recruiters and help you land your next call center supervisor job.

1. Highlight call center-specific skills

When listing your skills, focus on those that are directly relevant to call center operations and management. This includes:

• Call center software: Zendesk, Freshdesk, Five9
• Performance metrics: First Call Resolution (FCR), Average Handle Time (AHT), Customer Satisfaction Score (CSAT)
• Quality assurance
• Workforce management
• Training and coaching

By emphasizing these specific skills, you demonstrate your understanding of the industry and your ability to effectively manage a call center team.

2. Avoid generic soft skills

Many job seekers make the mistake of filling their skills section with overused, generic soft skills like:

Communication Leadership Teamwork Problem-solving

While these skills are important, they don't differentiate you from other candidates. Instead, demonstrate these skills through your work experience and accomplishments. Focus your skills section on hard skills and technical proficiencies that are specific to call center management.

3. Tailor your skills to the job description

Before submitting your resume, carefully review the job description and identify the key skills and qualifications the employer is seeking. Then, customize your skills section to match those requirements. This not only shows that you're a good fit for the role but also helps your resume pass through applicant tracking systems (ATS) that screen for specific keywords.

For example, if the job description emphasizes experience with a particular call center software or a specific industry, make sure to include those skills prominently in your skills section.

4. Use a clean and simple format

When it comes to formatting your skills section, keep it clean, concise, and easy to read. Avoid using complex designs, graphs, or charts that can confuse applicant tracking systems and make your resume look cluttered. A simple bulleted list or a few short phrases are often the most effective way to present your skills.

Key Skills: Zendesk | Freshdesk | Five9 Quality Assurance | Workforce Management Performance Metrics: FCR, AHT, CSAT Training & Coaching | Team Leadership

Skills For Call Center Supervisor Resumes

Here are examples of popular skills from Call Center Supervisor job descriptions that you can include on your resume.

• Customer Retention
• Account Management
• Customer Service Management
• Call Center Development
• Call Center Administration

Customer Service

• Performance Management

Skills Word Cloud For Call Center Supervisor Resumes

This word cloud highlights the important keywords that appear on Call Center Supervisor job descriptions and resumes. The bigger the word, the more frequently it appears on job postings, and the more likely you should include it in your resume.

How to use these skills?

Similar resume templates, accounts payable.

• Back Office Resume Guide
• Research Assistant Resume Guide
• Virtual Assistant Resume Guide
• Administrative Coordinator Resume Guide
• Loan Processor Resume Guide

Resume Guide: Detailed Insights From Recruiters

• Customer Service Resume Guide & Examples for 2022

Improve your Call Center Supervisor resume, instantly.

Use our free resume checker to get expert feedback on your resume. You will:

•  Get a resume score compared to other Call Center Supervisor resumes in your industry.

•  Fix all your resume's mistakes.

•  Find the Call Center Supervisor skills your resume is missing.

•  Get rid of hidden red flags the hiring managers and resume screeners look for.

It's instant, free and trusted by 1+ million job seekers globally. Get a better resume, guaranteed .

Call Center Supervisor Resumes

• Template #1: Call Center Supervisor
• Template #2: Call Center Supervisor
• Template #3: Customer Service Team Lead
• Template #4: Customer Care Manager
• Skills for Call Center Supervisor Resumes
• Free Call Center Supervisor Resume Review
• Other Administrative Resumes
• Call Center Supervisor Interview Guide
• Call Center Supervisor Sample Cover Letters
• Alternative Careers to a Call Center Supervisor
• All Resumes
• Resume Action Verbs

Download this PDF template.

Creating an account is free and takes five seconds. you'll get access to the pdf version of this resume template., choose an option..

• Have an account? Sign in

E-mail Please enter a valid email address This email address hasn't been signed up yet, or it has already been signed up with Facebook or Google login.

Password Show Your password needs to be between 6 and 50 characters long, and must contain at least 1 letter and 1 number. It looks like your password is incorrect.

Remember me

Forgot your password?

Sign up to get access to Resume Worded's Career Coaching platform in less than 2 minutes

Name Please enter your name correctly

E-mail Remember to use a real email address that you have access to. You will need to confirm your email address before you get access to our features, so please enter it correctly. Please enter a valid email address, or another email address to sign up. We unfortunately can't accept that email domain right now. This email address has already been taken, or you've already signed up via Google or Facebook login. We currently are experiencing a very high server load so Email signup is currently disabled for the next 24 hours. Please sign up with Google or Facebook to continue! We apologize for the inconvenience!

Password Show Your password needs to be between 6 and 50 characters long, and must contain at least 1 letter and 1 number.

Receive resume templates, real resume samples, and updates monthly via email

By continuing, you agree to our Terms and Conditions and Privacy Policy .

Lost your password? Please enter the email address you used when you signed up. We'll send you a link to create a new password.

E-mail This email address either hasn't been signed up yet, or you signed up with Facebook or Google. This email address doesn't look valid.

Back to log-in

These professional templates are optimized to beat resume screeners (i.e. the Applicant Tracking System). You can download the templates in Word, Google Docs, or PDF. For free (limited time).

   access samples from top resumes, get inspired by real bullet points that helped candidates get into top companies.,    get a resume score., find out how effective your resume really is. you'll get access to our confidential resume review tool which will tell you how recruiters see your resume..

Writing an effective resume has never been easier .

Upgrade to resume worded pro to unlock your full resume review., get this resume template (+ 23 others), plus proven bullet points., for a small one-time fee, you'll get everything you need to write a winning resume in your industry., here's what you'll get:.

• 📄 Get the editable resume template in Google Docs + Word . Plus, you'll also get all 23 other templates .
• ✍️ Get sample bullet points that worked for others in your industry . Copy proven lines and tailor them to your resume.
• 🎯 Optimized to pass all resume screeners (i.e. ATS) . All templates have been professionally designed by recruiters and 100% readable by ATS.

Buy now. Instant delivery via email.

  instant access. one-time only., what's your email address.

I had a clear uptick in responses after using your template. I got many compliments on it from senior hiring staff, and my resume scored way higher when I ran it through ATS resume scanners because it was more readable. Thank you!

Thank you for the checklist! I realized I was making so many mistakes on my resume that I've now fixed. I'm much more confident in my resume now.

• Career Blog

Call Center Supervisor Resume Examples for 2024

When it comes to landing a job as a call center supervisor, having a strong resume can make all the difference. Your resume is your first impression on potential employers, and it can determine whether or not you make it past the initial screening process. In this article, we’ll explore the importance of a well-written call center supervisor resume and provide examples of resume templates that can help you stand out from the crowd.

1. Importance of a well-written Call Center Supervisor Resume

At its core, a call center supervisor resume is a marketing tool that showcases your skills, experience, and accomplishments as a supervisor in the call center industry. It needs to be engaging, easy to read, and tailored to the specific job you’re applying for. A poorly written resume can quickly turn off potential employers and hinder your chances of getting called in for an interview.

On the other hand, a well-crafted call center supervisor resume can help you stand out from other applicants and demonstrate your ability to lead a team and achieve results. It can highlight your experience in managing and coaching call center agents, handling customer complaints and inquiries, analyzing call center metrics, and implementing strategies to improve customer satisfaction.

2. Outline of article

In the rest of this article, we’ll dive into the key sections of a call center supervisor resume, including the header, summary statement, work experience, skills, and education. We’ll provide examples of effective resume templates and offer tips on how to tailor your resume to the job you’re applying for.

Specifically, we’ll cover:

• The importance of customizing your call center supervisor resume to the job description
• Tips for writing a compelling summary statement that highlights your relevant skills and experience
• How to frame your work experience to showcase your accomplishments and leadership skills
• Key skills to include on your call center supervisor resume, such as communication, problem-solving, and analytical skills
• Education and certifications that can enhance your resume and demonstrate your commitment to professional development

By the end of this article, you’ll have a better understanding of what it takes to create a winning call center supervisor resume that can help you land your next job in the call center industry.

Professional Summary

A professional summary is a brief and concise statement that reflects an individual’s experience and qualifications relevant to the job position. It serves as an introduction to the rest of the resume, and allows the employer to quickly assess whether the applicant fits their criteria.

Examples of effective professional summaries for Call Center Supervisors

Here are some examples of professional summaries tailored for Call Center Supervisors:

An accomplished Call Center Supervisor with 7+ years of experience leading and motivating teams to achieve exceptional customer service levels. Skilled in monitoring performance metrics, coaching and developing staff, and implementing process improvements to enhance operational efficiencies.

A results-driven Call Center Supervisor with 5+ years of experience in managing high-volume inbound and outbound call centers. Ability to build and maintain strong relationships with clients, and ensure that customer inquiries and complaints are dealt with in a timely and effective manner.

A dynamic Call Center Supervisor with a proven track record of delivering exceptional performance in a fast-paced environment. Able to provide leadership, training, and coaching to team members, and foster a culture of excellence and continuous improvement.

A seasoned Call Center Supervisor with over 10 years of experience in managing teams of up to 50 agents. Proficient in workforce management tools, and able to analyze data to drive operational decisions that enhance service levels, reduce costs, and improve customer satisfaction.

A professional summary provides a brief and impactful overview of an applicant’s relevant skills and experience. When tailored specifically to a Call Center Supervisor position, it can greatly increase the chances of landing an interview and ultimately securing the job.

When it comes to crafting a successful Call Center Supervisor resume, showcasing your relevant skills is crucial. Recruiters and hiring managers want to see that you possess the necessary abilities to lead and manage a team of call center agents effectively. Therefore, it is important to identify and highlight your key skills that align with the job description and requirements.

Importance of showcasing your relevant skills

Recruiters spend only a few seconds scanning through a resume, and during this time, they look for relevant skills and qualifications that match the job posting. Your skills should be easily identifiable and placed in a prominent location such as a summary or skills section. This way, you can catch the hiring manager’s attention and increase the chances of landing an interview.

List of key skills for Call Center Supervisors

Here are several key skills that are important for a Call Center Supervisor to have:

• Excellent communication skills
• Strong leadership qualities
• Performance management and coaching
• Problem-solving and decision-making
• Ability to motivate and inspire teams
• Customer service orientation
• Data analysis and reporting
• Call center operations knowledge
• Change management and process improvement

Examples of how to incorporate key skills into your resume

To highlight your key skills, you should incorporate them into your resume in a clear and concise manner. One way to achieve this is by using bullet points under a ‘skills’ or ‘summary’ section. For example:

• Demonstrated ability to lead and manage a team of call center agents
• Proven track record of meeting and exceeding customer satisfaction targets
• Excellent problem-solving and decision-making capabilities in a fast-paced environment
• Strong leadership and motivational skills that inspire team members to achieve their goals
• Outstanding communication skills, both written and verbal, with a focus on building rapport with customers and agents alike

Another way to showcase your skills is to use them in the description of your work experience. For instance:

• Implemented a performance management system that increased agent productivity by 30%, resulting in improved customer satisfaction scores
• Conducted regular team meetings and coaching sessions to provide feedback and encourage team members to meet performance targets
• Analyzed call center metrics and customer feedback to identify areas for improvement and then implemented process improvements that resulted in a 20% reduction in average call handling time
• Successfully led a team of 15 call center agents, ensuring that all service level targets were met or exceeded on a consistent basis

Highlighting and showcasing your key skills is vital when crafting a Call Center Supervisor resume. By doing so, you increase your chances of catching the hiring manager’s attention and landing an interview.

Work Experience

When putting together a resume for a Call Center Supervisor position, the work experience section is a critical element. This section should be appropriately structured and highlight your key accomplishments in the field. Here are some tips for crafting your work experience section:

1. Proper way to structure work experience section

The work experience section should be organized in reverse chronological order, starting with your most recent position and continuing on with your previous roles. You should include the following information for each position:

• Company name and location
• Title/position held
• Employment dates (start and end dates)
• Key responsibilities and achievements in bullet point format

To make this information easy to read and understand, use bullet points and keep the descriptions concise and focused on your most notable accomplishments.

2. Example work experience section for a Call Center Supervisor

Here’s an example work experience section for a Call Center Supervisor:

Call Center Supervisor ABC Company, Anytown, USA June 2018 – Present

• Manage a team of 15 call center representatives, providing coaching and mentorship to ensure team success.
• Successfully implemented a new customer feedback system, leading to a 27% increase in customer satisfaction ratings.
• Develop and maintain comprehensive call center training materials to improve team member abilities and address areas for improvement.
• Streamline call center processes to reduce hold times by up to 50%, improving customer experience.

3. How to highlight accomplishments in the work experience section

To highlight your accomplishments, focus on quantifiable achievements and specific results. Use data to back up your claims, such as increased customer satisfaction ratings or improved call center efficiency.

When describing your responsibilities, use action verbs to convey the impact of your work. Instead of listing generic duties, such as “answered customer questions,” rephrase them as “provided exceptional customer service, leading to a 93% customer satisfaction rating.”

Remember to tailor your accomplishments to the job you’re applying for. Highlight skills and achievements that are most relevant to the position, such as leadership abilities or experience with specific call center software.

The work experience section of a Call Center Supervisor Resume should be structured in reverse chronological order, and focused on highlighting relevant achievements and responsibilities. Use quantifiable data and action verbs to convey the full impact of your work.

Education and Certifications

As a Call Center Supervisor, continuing education and certification is essential in order to stay current and competitive in the field. Here are a few reasons why education and certifications are important:

• Education and training can provide supervisors with new skills and knowledge that can be applied to their current role. This can improve the efficiency and effectiveness of their team and positively impact customer satisfaction.
• Certifications can demonstrate a level of expertise and mastery within the field. This can make a supervisor more attractive to potential employers and can potentially lead to higher pay or promotions.
• Continuing education and certification can also demonstrate a commitment to professional development and a desire to stay up-to-date with industry trends and best practices.

When it comes to including education and certifications on a resume, it’s important to highlight those that are most relevant to the position. Here’s an example of how an education and certification section could be formatted for a Call Center Supervisor:

• Bachelor of Science in Business Administration, XYZ University
• Lean Six Sigma Green Belt Certification, American Society for Quality

It’s also important to showcase relevant coursework and training that may not necessarily lead to a degree or certification. For example, if a supervisor has completed a course on effective communication or customer service, it would be beneficial to include that information on their resume. Here are some tips for showcasing relevant coursework and training:

• Include coursework that is directly related to the duties of a Call Center Supervisor. This could include classes on leadership, operations management, or customer service.
• Highlight any training or certifications related to specific software or technology used in the call center. This can demonstrate a level of technical proficiency and familiarity with the tools used in the field.
• Use bullet points to showcase specific skills or knowledge gained from coursework or training. This can help make it clear to hiring managers why the information is relevant to the position.

Including education and certifications on a resume can demonstrate a commitment to professional development and highlight the skills and knowledge that a Call Center Supervisor can bring to the position. By showcasing relevant coursework and training, job seekers can further demonstrate their qualifications and stand out to potential employers.

Technical Skills

As a Call Center Supervisor, you must have a strong set of technical skills to effectively manage your team and maintain high levels of customer satisfaction. Here are some examples of the technical skills that are essential in this role:

Proficiency in call center software:  This includes familiarity with popular call center software programs such as Salesforce, Genesys, and Avaya. Having experience with these programs shows that you can easily manage call handling, routing, and reporting, which are all integral to the success of a busy call center.

Data analysis and reporting:  As a Call Center Supervisor, you must be able to use data to analyze trends, identify areas for improvement, and develop strategies to optimize performance. This involves the ability to create and interpret reports on call volume, call times, customer satisfaction, and other important metrics.

Quality assurance:  You should have experience conducting quality assurance evaluations on calls to ensure that agents adhere to company policies and procedures, provide excellent customer service, and meet performance goals. You should also be able to develop and deliver feedback to agents to help them improve their performance.

Technical troubleshooting:  Technical issues can arise in a call center at any time, and it is important for the supervisor to be able to address them quickly and effectively. This involves having a strong understanding of the call center’s equipment, as well as the ability to troubleshoot issues related to connectivity, software, and hardware.

When crafting your Call Center Supervisor resume, it is essential to showcase your technical skills in a way that is clear and concise. Here are some tips on how to do this effectively:

• Use bullet points to highlight your technical skills.
• Mention specific software programs and technical tools you have experience with.
• Quantify your achievements when possible. For example, include details on how you improved call center metrics like call resolution time or customer satisfaction.
• Provide examples of how you have successfully troubleshooted technical issues in the past.

Remember, your technical skills are just one part of what makes you a strong candidate for a Call Center Supervisor role. Make sure to also highlight your leadership abilities, communication skills, and experience managing a team.

Achievements and Awards

As a Call Center Supervisor, adding achievements and awards to your resume is crucial. Not only does it help you stand out amongst other applicants, but it also showcases your dedication, hard work, and capability to excel in your line of work.

Here are some examples of the achievements and awards that you can add to your resume:

• Increased customer satisfaction ratings by 20% through effective coaching and training of call center agents.
• Implemented a new call scripting system, which resulted in a 15% increase in sales revenue.
• Successfully handled a crisis situation where a customer was dissatisfied with the service, and turned it into a positive experience, resulting in a thank you letter from the customer.

When highlighting your accomplishments, make sure to be specific and measurable. Use numbers and statistics to show the impact that you have made in your role as a Call Center Supervisor. It’s not enough to simply state what you did – you need to show the results.

To properly highlight your achievements and awards, start by creating a separate section on your resume dedicated to them. Use bullet points to list them in a clear and concise manner. Make sure to use action words and quantify the results whenever possible.

Use your achievements and awards to demonstrate your leadership skills, customer satisfaction focus, and goal-oriented mindset. These are all valuable traits that any employer would want in their Call Center Supervisor.

Showcasing your achievements and awards in your Call Center Supervisor resume is a must to stand out from the competition. Be specific and measurable, use action words and quantify results, and demonstrate your valuable traits to impress potential employers.

Core Competencies

1. explanation of core competencies.

Core competencies refer to the unique skills, knowledge, and abilities that an individual possesses and are essential for their success in a particular role. These competencies are often industry-specific and help to differentiate top performers from average ones. For call center supervisors, core competencies might include effective communication skills, the ability to manage multiple tasks simultaneously, proficiency in customer service, and problem-solving ability.

2. Essential competencies for Call Center Supervisors

Call center supervisors require a unique set of skills and competencies to excel in their roles. Some of the essential competencies for call center supervisors include strong leadership ability, excellent communication skills, the ability to motivate and inspire their team, advanced knowledge of call center technology, the ability to manage data and analyze it to make effective decisions, and a customer-focused mentality.

3. Example of how to incorporate competencies in your Call Center Supervisor Resume

When designing a call center supervisor resume, it is essential to highlight your core competencies. For example, you might create a section at the top of your resume that lists your most important competencies, such as leadership ability, effective communication, and proficiency in call center technology. It is also important to provide specific examples that demonstrate your competencies, such as describing how you improved call center metrics by implementing a new training program or discussing how you resolved a customer complaint effectively. Be sure to tailor your resume to the specific job requirements and emphasize your core competencies to land the call center supervisor position you desire.

Soft Skills

As a call center supervisor, having strong soft skills is just as important as possessing technical skills. In fact, soft skills can even set you apart from other applicants and help you succeed in your role. Here are the soft skills that are crucial in a call center supervisor position:

• Leadership:  Call center supervisors are responsible for managing a team of customer service representatives. Thus, it is crucial for them to have strong leadership skills that can help them guide their team towards success. This means being able to inspire, motivate, and communicate effectively with team members.
• Communication:  Clear communication is key in any customer service role. Call center supervisors should have excellent verbal and written communication skills to effectively convey information to team members and customers.
• Problem-solving:  Call center supervisors need to be able to think critically and solve problems quickly. They should be able to identify issues, analyze possible solutions, and implement the best course of action for their team and customers.
• Empathy:  Call center supervisors should be able to put themselves in their team members’ shoes and understand their perspectives. This will help them provide better support and manage their team more effectively.
• Flexibility:  Call center supervisors should be able to adapt to changes in a fast-paced environment. This means being able to adjust to shifting priorities, handle unexpected situations, and implement new strategies as needed.

When crafting your resume, it’s important to highlight these soft skills to show that you are the best fit for the call center supervisor position. Here are a few examples of how to demonstrate these skills on your resume:

• Leadership:  Highlight any leadership experience you have, such as managing a team in a previous role. Use action verbs such as “guided” or “mentored” to show how you motivated and inspired your team to accomplish goals.
• Communication:  Highlight any experience you have with customer communication, such as handling escalated complaints or responding to customer inquiries. Emphasize your ability to communicate effectively and clearly in these situations.
• Problem-solving:  Emphasize any experience you have with problem-solving, such as resolving complex customer issues or implementing new processes to improve efficiency. Use quantifiable results to show the impact of your problem-solving skills.
• Empathy:  Highlight any experience you have with coaching or mentoring team members. Emphasize your ability to understand team member perspectives and provide support and guidance accordingly.
• Flexibility:  Emphasize any experience you have in a fast-paced environment, such as working in a call center or similar customer service role. Highlight your ability to adapt to changing priorities and your willingness to take on new challenges.

By showcasing your soft skills on your resume, you can better position yourself as the ideal candidate for the call center supervisor position.

Additional Information

When crafting your resume, it’s important to consider what additional information you may want to include. While the standard sections like work experience, education, and skills are essential, adding an optional section can give you an edge over other candidates. Here are a few optional sections you may want to consider including:

Certifications and Licenses : If you have any professional certifications or licenses related to your field, you may want to include them in a separate section. This shows potential employers that you have taken the time to ensure you are knowledgeable and skilled in your industry.

Languages : If you are fluent in more than one language, including a “Languages” section can highlight your language skills and demonstrate your ability to communicate with a wider range of customers.

Volunteer Work : Including volunteer work on your resume can show you are a well-rounded individual who values giving back to your community. It can also demonstrate your ability to manage your time and prioritize tasks, which is important in a call center environment.

One section you may want to consider adding as a Call Center Supervisor is an “Additional Information” section. This section should be used to highlight any achievements, accomplishments, or relevant information that does not fit under the standard sections of a resume. Here is an example of what this section could look like:

Example of Call Center Supervisor Additional Information section

Successfully led a team of 15 customer service representatives to achieve a 98% customer satisfaction rating.

Recipient of the “Outstanding Team Leader Award” for three consecutive quarters.

Fluent in Spanish and able to handle bilingual calls.

It’s important to carefully consider what information you include in this section. You want to make sure that it is relevant to the job you are applying for and highlights your skills and abilities that may not be evident in other sections. Keep in mind that potential employers are often inundated with resumes, so you want to make sure that any additional information you provide is concise and impactful.

When deciding what to include, you should consider your strengths, accomplishments, and unique skills that could set you apart from other candidates. Think about specific situations where you demonstrated exceptional leadership, problem-solving, or communication skills. You may also want to include any relevant software or technology skills that could be beneficial in a call center setting.

Adding an additional information section to your call center supervisor resume can demonstrate your unique qualifications and set you apart from other candidates. Carefully consider what information to include and make sure it highlights your strengths and relevant accomplishments.

Resume Design

As a Call Center Supervisor, having a well-designed resume can make a huge difference in landing your next job opportunity. Your resume should portray your qualifications and skills in a clear and organized manner. Here are some tips to keep in mind when designing your Call Center Supervisor Resume:

1. Proper Design for a Call Center Supervisor Resume

The design of your Call Center Supervisor Resume should be professional, easy to read, and visually appealing. Your resume should have a clear hierarchy of information, with headings and subheadings to help guide the reader. Use bullet points to format your work experience and achievements, and make sure to align your text left for easy readability.

Your resume should be well-organized, starting with your contact information, followed by a professional summary or objective statement, your work experience, your educational background, and your skills. Use a font that is easy to read, such as Arial or Times New Roman, and make sure to consistently apply formatting to create a cohesive look.

2. Examples of Appealing Templates for a Call Center Supervisor Resume

There are various resume templates available for Call Center Supervisors that can make your resume stand out. Some templates come in basic designs that are customizable, while others come in a range of creative designs to help you portray your personality and personal style.

Some examples of appealing templates for a Call Center Supervisor Resume include:

• Executive Style Template
• Modern Minimalist Template
• Creative and Colorful Template
• Elegant Professional Template

It’s important to choose a template that aligns with your personal style and the industry you are applying to. Keep in mind that although a template can help you stand out, it should not overshadow the content and information of your resume.

3. How to Tailor Design to Industry and Personal Style

When designing a Call Center Supervisor Resume, it’s important to consider the industry you are applying to and your personal style. Tailoring the design of your resume to the specific industry in which you are applying can help your resume stand out and make a great first impression.

For example, if you’re applying to a tech-based company, you may want to choose a more modern design and highlight your technical skills. Alternatively, if you’re applying to a traditional company, you may want to stick to a more classic design and highlight your leadership and management skills.

It’s also important to consider your personal style when designing your resume. The design should reflect your personality and highlight your strengths. If you’re a creative person, you may want to choose a design that incorporates graphics and color. If you’re more traditional, you may want to stick to a more classic design.

A well-designed Call Center Supervisor Resume can make all the difference in landing your next job opportunity. Keep in mind the proper design elements, examples of appealing templates, and tailoring the design to your industry and personal style to create a standout resume.

Related Articles

• Non-Compete Agreement: What It Is and How to Navigate It
• 20 Retail Pharmacy Technician Resume Examples for 2023
• Medical Assistant Resume: Example and Writing Tips for 2023
• Teacher Assistant Resume Writing Guide: Sample & Tips
• 26 Overnight Shift Jobs in 2023: A Complete Guide

Rate this article

0 / 5. Reviews: 0

More from ResumeHead

• • Kickstarted a mentorship program that improved agent performance by 20%
• • Resolved customer complaints effectively, increasing customer satisfaction by 30%
• • Developed efficient problem-solving protocols, resulting in a 15% decrease in average call resolution time.
• • Supervised an efficient onboarding process for new agents, reducing turnover by 10%
• • Managed shift scheduling effectively, reducing staff absence rate by 25%
• • Recognized for developing a CSR training program that increased productivity by 30%.
• • Managed escalation procedures, reducing resolution time by 20%
• • Implemented a performance tracking system that increased productivity by 15%
• • Developed strategies that improved agent adherence to schedule by 25%.

5 Call Center Supervisor Resume Examples & Guide for 2024

Your call center supervisor resume should prominently feature your leadership skills. Showcase how you've effectively managed teams to deliver exceptional customer service. Demonstrate your ability to train and mentor agents in the second paragraph of your call center supervisor resume. Highlight your expertise in improving call center operations and achieving targets.

All resume examples in this guide

Traditional

Resume Guide

Demystifying the call center supervisor resume format, decoding the call center supervisor resume experience section, essential call center supervisor hard and soft skills for your resume, highlighting education and certification on your call center supervisor resume, summary or objective: maximizing the impact of the top third of your resume, additional sections to amplify your call center supervisor resume, key takeaways.

A specific challenge faced by a Call Center Supervisor when creating their resume is effectively highlighting their ability to manage a team, resolve customer issues quickly, and improve overall operational efficiency. Our guide can assist in addressing this challenge by offering tailored advice on how to quantify these achievements with relevant metrics and giving tips on the right keywords to use that draw attention to their leadership and problem-solving skills.

Dive into our concise guide to learn how to:

• Show your call center supervisor career's brightest moments through your resume's summary, objective, and experience sections.
• Explore top-notch call center supervisor resume examples to understand how to distinguish yourself from other candidates.
• Identify the most sought-after call center supervisor skills and certifications in the industry.
• Design a structured yet unique resume layout.

Recommended reads:

• Client Support Specialist resume
• Call Center Customer Service resume
• Customer Service Coordinator resume
• Customer Support Engineer resume
• Client Partner resume

While a touch of creativity can be appealing, it's the clarity and relevance of your call center supervisor resume format that truly resonates with recruiters.

To ensure your resume not only captures attention but also maintains it, consider these four streamlined steps:

• If your career boasts a wealth of pertinent and recent accomplishments, the reverse-chronological resume format is your ally. It naturally emphasizes your experience, placing your most recent roles at the forefront.
• Design a straightforward header: incorporate your contact information, a headline reflecting the position you're vying for or your current designation, and a link to your professional portfolio.
• While brevity is key, if you're targeting a senior position or have accumulated over ten years of industry-relevant experience, extending your resume to two pages is permissible.
• To ensure consistent formatting across various platforms, always save and submit your call center supervisor resume as a PDF.

Upload your resume

Drop your resume here or choose a file . PDF & DOCX only. Max 2MB file size.

At the end of the day, recruiters care most about how easily they can scan and read your resume layout. Unless you're aiming for a role in a creative field, it might be best to stick with a straightforward layout and format. Instead, put your energy into showcasing your experience.

Essential sections for a standout call center supervisor resume:

• The top section should combine your header—with accurate contact details—and a concise summary or objective that encapsulates your professional achievements.
• An experience section that chronicles your career trajectory and how each role contributed to your professional development.
• Highlight significant achievements that demonstrate the practical application of your skills, leading to tangible results.
• Include industry-recognized certifications to underscore your technical proficiency or interpersonal skills.
• Detail your educational background relevant to the field.

What recruiters want to see on your resume:

• Leadership Experience: Prior experience in leading a team, particularly in a call center setting, showcasing team management, mentoring, and coaching skills.
• Performance Metrics: Evidence of meeting or exceeding KPIs (Key Performance Indicators) such as average handle time, first-call resolution rate, customer satisfaction score, etc.
• Operational Knowledge: Understanding of the call center operations, including knowledge of call routing technology, workforce management, and compliance regulations.
• Problem-Solving Skills: Instances where critical-thinking and problem-solving skills were utilized to handle escalated issues or improve processes.
• Communication Skills: Excellent verbal and written communication skills, with importance placed on clarity, tact, and the ability to handle difficult situations calmly and professionally.
• The 23 Most Creative Resume Designs We've Seen
• Resume Font

Once you've settled on your resume's format, the next step is detailing your professional journey.

Many call center supervisor professionals grapple with this section, especially when balancing between extensive or limited experience. Here's a roadmap to navigate this:

• Limit bullet points under each job role to six, focusing on high-impact contributions.
• Highlight achievements that resonate with the job's requirements, rather than just listing duties.
• Detail any on-the-job certifications or skills acquired and their relevance to your growth.
• Choose impactful verbs for each bullet, avoiding overused terms like "managed".
• Infuse relevant keywords from the job posting, especially in the context of accomplishments.

For more insights, explore these curated examples from seasoned call center supervisor professionals:

• Supervised a team of 15 call center representatives, ensuring high-quality customer service and meeting performance metrics.
• Implemented new training program resulting in a 20% improvement in first-call resolution rate.
• Developed and implemented strategies to reduce customer wait time by 30%, leading to increased customer satisfaction.
• Managed escalated customer issues, resolving complex problems and maintaining positive customer relationships.
• Led a team of 20 call center agents, achieving a 15% increase in customer satisfaction ratings.
• Implemented call monitoring system resulting in a 25% improvement in agent performance.
• Collaborated with cross-functional teams to develop and launch a customer loyalty program, resulting in a 10% increase in customer retention.
• Created and delivered training sessions on effective communication and conflict resolution for call center staff.
• Oversaw a team of 12 call center representatives, achieving a 95% customer satisfaction rating.
• Developed and implemented call center scripts resulting in a 20% reduction in average call handling time.
• Led the implementation of a new CRM system, improving the efficiency of call center operations by 15%.
• Provided coaching and mentoring to team members, resulting in a 10% increase in employee performance.
• Managed a team of 18 call center agents, meeting service level agreements with 98% adherence.
• Implemented workforce management system resulting in a 30% reduction in staffing costs while maintaining customer satisfaction.
• Developed and executed quality assurance programs, driving a 15% improvement in agent performance.
• Collaborated with IT department to implement IVR system, reducing call abandonment rate by 20%.
• Supervised a team of 25 call center representatives, achieving an average customer satisfaction rating of 4.8 out of 5.
• Implemented chatbot integration, resulting in a 35% reduction in call volumes and improved response time.
• Led the implementation of a knowledge base system, resulting in a 25% improvement in first-contact resolution rate.
• Developed and delivered training programs on empathy and active listening skills for call center staff.
• Managed a team of 10 call center agents, achieving a 90% customer satisfaction rating.
• Implemented call routing system resulting in a 15% reduction in average call transfer time.
• Developed and executed performance improvement plans, resulting in a 10% increase in agent productivity.
• Collaborated with marketing department to design and implement a customer survey, gathering valuable feedback for service enhancements.
• Supervise a team of 30 call center representatives, ensuring adherence to quality standards and meeting performance objectives.
• Implement data-driven strategies resulting in a 15% improvement in customer satisfaction scores.
• Lead the implementation of a cloud-based telephony system, improving call routing efficiency by 20%.
• Conduct regular coaching sessions to enhance agent skills and achieve individual and team targets.
• Led a team of 16 call center agents, achieving a 92% customer satisfaction rating.
• Implemented gamification techniques resulting in a 20% increase in agent engagement and productivity.
• Developed and implemented a call escalation protocol, reducing the average escalation time by 30%.
• Collaborated with training department to develop product knowledge modules for call center staff.
• Managed a team of 22 call center representatives, achieving an 85% first-call resolution rate.
• Implemented speech analytics software resulting in a 25% improvement in call quality and compliance.
• Developed and executed customer feedback surveys, resulting in a 15% increase in customer satisfaction ratings.
• Collaborated with workforce management to optimize staffing levels, reducing average wait time by 20%.
• Supervised a team of 14 call center agents, achieving a 90% customer satisfaction rating.
• Implemented performance tracking system resulting in a 30% reduction in agent idle time.
• Developed and implemented a customer escalation process, improving issue resolution time by 25%.
• Collaborated with IT department to implement a ticketing system, streamlining issue tracking and resolution.

Quantifying impact on your resume

• Include the number of agents you have managed and how this showcases your ability to handle a team.
• Detail any percentage decrease in average call handling time under your supervision, reflecting efficiency improvements.
• List any cost savings achieved through efficient resource management, showing fiscal responsibility.
• Highlight the number or percentage of customer satisfaction scores achieved, demonstrating service quality focus.
• Document the increased percentage of first call resolutions during your tenure, indicating problem-solving effectiveness.
• Specify the number of training sessions led or the amount of new hires trained, displaying leadership and coaching skills.
• Showcase the reduction in agent attrition rate if applicable, suggesting improved staff morale and retention.
• Indicate the growth in sales or upsells resulting from your strategies to emphasize revenue generation capabilities.

No experience, no problem: writing your call center supervisor resume

You're set on the call center supervisor role of your dreams. Yet, you have little to no work experience . Here's how you can curate your resume to substitute your lack of experience:

• Don't list every single role you've had so far, but focus on the ones that align with the job you're applying for
• Include any valid experience in the field - whether it's a university research project, or a summer internship
• Highlight the soft skills you're bringing along - those that will have an added value to your application.
• Focus on your education and certifications, especially if they make sense for the role.
• How Far Back Should Your Resume Go
• Targeted Resume

Ensure your call center supervisor experience descriptions resonate with both tech-savvy and non-tech audiences. Adopting a consistent format, such as task-action-result, can lend clarity and coherence to your experience section.

Recruiters evaluate not just your professional history, but also how your skills resonate with the job's requirements.

Your skills are categorized into:

• Hard or technical skills : These reflect your proficiency in specific tasks or technologies.
• Soft skills : These pertain to your interpersonal abilities and how you adapt to various situations.

When crafting your resume, ensure you:

• Highlight five to six skills that directly align with the job description.
• Integrate industry-specific keywords while also emphasizing your unique strengths.
• Support your skills with an achievements section, detailing tangible outcomes.
• Quantify your proficiency wherever possible, rather than merely listing skills.

To help you, we've curated a list of the most sought-after hard and soft skills for call center supervisor roles.

Top skills for your call center supervisor resume

Customer Service

Call Center Operations Management

Quality Control

Performance Metrics Analysis

Data Analysis

Knowledge of CRM software

Troubleshooting

Conflict Resolution

Technical Support

Communication

Problem-solving

Time Management

Decision-making

Multitasking

Stress Management

Double-check the spelling of all skills and tools on your resume. Remember, software like the Applicant Tracker System (ATS) scans for these details.

Your education section is a testament to your foundational knowledge and expertise.

• Detailing your academic qualifications, including the institution and duration.
• If you're still studying, mention your anticipated graduation date.
• Omit degrees that aren't pertinent to the job.
• Highlight academic experiences that underscore significant milestones.

For call center supervisor roles, relevant education and certifications can set you apart.

To effectively showcase your qualifications:

• List all pertinent degrees and certifications in line with the job requirements.
• Include additional certifications if they bolster your application.
• Provide concise details: certification name, institution, and dates.
• If you're pursuing a relevant certification, indicate your expected completion date.

Your education and certification sections validate both your foundational and advanced knowledge in the industry.

Best certifications to list on your resume

• Certified Telecommunications Network Specialist (CTNS) - Certified Telecommunications Network Specialist (CTNS)
• Dale Carnegie Leadership Training for Managers - Dale Carnegie Training

If you have basic certificates, place them in the skills or experience section. This saves space for high-demand industry certificates.

• How to List MBA on Resume
• High School on Resume

The top third of your call center supervisor resume is crucial. It's often the first thing recruiters see and can set the tone for the rest of your application.

Whether you choose a resume summary or a resume objective , make it count. The former is great for showcasing career highlights, while the latter balances your achievements with your future aspirations.

Both should be tailored to the role, as there's no universal approach to crafting the perfect call center supervisor summary or objective. Use the examples below as a starting point.

Resume summary and objective examples for a call center supervisor resume

• With close to a decade of experience in customer service, I've built my career around empathetic and effective communication. In my previous role as an Assistant Manager at a global telecommunications company, I led a team of 40+ to achieve a 15% increase in customer satisfaction ratings. Proficient in CRM software and conflict resolution.
• A dedicated professional bringing forth a track record of success in the retail industry. Now, keen to apply my leadership skills and a strong knack for problem-solving to the call center environment. With proven ability to train, supervise, and motivate teams, my goal is to boost overall performance by implementing strategic planning and high-quality customer service.
• Having spent 5 years as a Counseling Supervisor, I have honed my abilities in staff management and developed excellent interpersonal skills. Now eager to bring these transferable skills into the call center sector. I'm well-versed in stress management techniques, which I believe will be key to maintaining a positive work environment that encourages employee engagement and customer satisfaction.
• A Software Engineer with over 7 years of experience, possessing strong analytical skills and a detail-oriented mindset. Looking forward to stepping into the call center supervisor role, utilizing my technical background to optimize call routing systems and improve operational efficiency. Committed to fostering a supportive and collaborative team culture to drive customer service excellence.
• Ambitious graduate with a degree in Business Management, seeking an entry-level position as a Call Center Supervisor. Equipped with coursework in leadership, operations management, and customer relationship strategies, I am determined to provide impeccable customer service and drive team performance to new heights.
• Determined and enthusiastic, I am a recent Psychology graduate aspiring to contribute to a dynamic call center environment. Leveraging strong communication and negotiation skills, I aim to ensure remarkable customer service experience while creating a cohesive team environment that thrives on professionalism and mutual respect.

To further personalize your resume and showcase a broader spectrum of your professional journey, consider adding:

• Projects that highlight your hands-on experience.
• Awards that recognize your industry contributions.
• Volunteer work that underscores your community involvement and soft skills.
• Hobbies that offer a glimpse into your personality and passions.
• Format your call center supervisor resume for clarity and coherence, ensuring it aligns with the role.
• Highlight key sections (header, summary/objective, experience, skills, certifications) within your call center supervisor resume.
• Quantify achievements and align them with skills and job requirements.
• Feature both technical and personal skills across your resume for a balanced portrayal.

Looking to build your own Call Center Supervisor resume?

• Resume Examples

What's The Best Way To Address A Cover Letter?

How to write an effective resume profile (with examples), negotiating a salary increase for a new job: what to expect and how to ask, what makes a good resume, 10 cv mistakes you need to avoid, choosing a marketing career path.

• Create Resume
• Terms of Service
• Privacy Policy
• Cookie Preferences
• Resume Templates
• AI Resume Builder
• Resume Summary Generator
• Resume Formats
• Resume Checker
• Resume Skills
• How to Write a Resume
• Modern Resume Templates
• Simple Resume Templates
• Cover Letter Builder
• Cover Letter Examples
• Cover Letter Templates
• Cover Letter Formats
• How to Write a Cover Letter
• Resume Guides
• Cover Letter Guides
• Job Interview Guides
• Job Interview Questions
• Career Resources
• Meet our customers
• Career resources
• English (UK)
• French (FR)
• German (DE)
• Spanish (ES)
• Swedish (SE)

© 2024 . All rights reserved.

Made with love by people who care.

Call Center Resume Examples & The Skills to Include [+Templates]

Updated: April 26, 2024

Published: May 15, 2023

A good resume stands between your dream job and rejection. The difference between a good resume and a mediocre one is that of structure, keyword use, skill sets, references, and more.

Writing a call center resume is no exception. You must include the relevant qualifications, skills, and experiences that align with the job requirements.

Read our guide on best practices for writing call center resumes, what skills and objectives to include in your resume, and the industry-best call center resume examples to stand out.

Here’s what we’ll cover in this guide:

What is a call center resume?

Call center resume examples & templates.

• Customer Service Resume Summary

Call Center Resume Objective

Call center resume skills.

12 Free Customizable Resume Templates

Fill out this form to access your free professionally-designed templates, available on:

• Microsoft Word
• Google Docs
• Microsoft PowerPoint
• Google Slides

You're all set!

Click this link to access this resource at any time.

A call center resume focuses primarily on your skills, professional background, and qualifications, aligning them with the job requirements. Depending on the job position, such as the seniority level or the size of the organization, you should know the average length of your resume.

Just like any resume, make sure you include the following sections when on the hunt for your next call center gig:

• Your name and contact information.
• Your education.
• Relevant work experience.
• Helpful skills.
• Relevant non-work experience if you're new to the job market.

In the next section, we'll discuss more specific templates you can leverage based on your skill set and the open role.

These templates will help you better understand how to craft a strong resume that will grab the attention of potential employers. Consider the role you're applying to and find the example below that most closely aligns.

Featured Resource: Free Resume Templates

4. To work in a fast-paced environment.

Tell them right away that you’re both prepared for and looking forward to the brisk day-to-day life of a call center agent. This is a major plus for employers.

They can feel confident that you’re ready to take on the challenge and work in a position that requires constant communication.

“Seeking a fast-paced, challenging role that keeps me sharp where I can demonstrate my ability to problem solve under pressure.”

5. To further existing experience working with customers.

If you’ve worked in a call center before, great! You’re already halfway there. This objective will clearly relay that you have experience and are still trying to gain more.

Even if you haven’t worked specifically as a call center agent, it’s helpful if you have any experience in customer service, support, or success.

“Utilize my experience with [skill] to ensure proper customer interactions with [company], while offering them the in-depth [topic] knowledge I have to assist with any problems they encounter.”

6. To use my problem-resolution skills to turn unhappy customers into brand advocates.

If you’re skilled at managing unhappy customers, this is the objective to choose.

You’re demonstrating your level of comfort with what can be seen as a difficult job and painting a picture of what the hiring manager can expect if they choose you: happy customers who will sing praises about the brand.

“To use my strong interpersonal and problem resolution skills to prevent customer churn, converting unsatisfied customers into brand advocates.”

7. To gain insight into the industry.

Call out the specific industry the company is working in, whether it be tech or retail. This will show that you’ve done your research on the company.

In addition, it’ll show you’re learning about more than just your specific team but also about the entire company’s mission.

“To broaden my knowledge and gain insight into [industry/topic] to better contribute to [company] key initiatives.”

8. To be challenged in navigating computer systems.

Show your potential employer that you’re ready to be challenged. They love someone who has a fresh perspective and energy to bring to the table.

Additionally, they’ll love that you’re interested in learning as much as possible about call center software, as this is an important part of your position. This could help you be successful as both a call center rep and a technical rep.

“Seeking a role where I can broaden my knowledge of call center operations and call management systems to improve workflows and increase customer satisfaction.”

After listing the key objectives you’re trying to achieve, you can highlight the skills and knowledge you have that will make you a key asset to the company. This is your chance to show off why you’re an ideal candidate.

Don't forget to share this post!

Related articles.

The Chief Customer Officer: Responsibilities and How to Become One

Customer Service Managers — What Do They Do?

CXO: The Customer Service Leader You Probably Haven't Hired Yet (Including Insights from Experts)

Lunch and Learns: How to Host One That Your Team Will Want to Attend

25 Email Management Tips To Claim Back Your Time

A Customer Service Career Path Guide for Every Personality Type

Best Customer Service Resume: How to Make Yours Stand Out [with Examples]

How to Write a Customer Service Job Description to Attract the Best Candidates [Template]

The Top 21 Customer Service Certifications & Courses You Need to Take

The Comprehensive Guide to Customer Support and Service Salaries

Resume templates to create a killer resume for your job application.

Service Hub provides everything you need to delight and retain customers while supporting the success of your whole front office

• Call Center Supervisor Resume Example

Resume Examples

• Common Tasks & Responsibilities
• Top Hard & Soft Skills
• Action Verbs & Keywords
• Resume FAQs
• Similar Resumes

Common Responsibilities Listed on Call Center Supervisor Resumes:

• Monitor call center performance metrics, such as average call wait time, customer satisfaction, and call abandonment rate
• Develop and implement strategies to improve customer service and increase customer satisfaction
• Train and coach call center agents on customer service best practices
• Monitor and evaluate agent performance and provide feedback
• Resolve customer complaints and escalate issues as needed
• Develop and implement call center policies and procedures
• Analyze call center data to identify trends and opportunities for improvement
• Manage and coordinate call center projects
• Develop and maintain relationships with customers and vendors
• Develop and implement quality assurance programs
• Develop and implement strategies to reduce call wait times
• Develop and implement strategies to reduce customer churn

Speed up your resume creation process with the AI-Powered Resume Builder . Generate tailored achievements in seconds for every role you apply to.

Call Center Supervisor Resume Example:

• Implemented a new training program for call center agents, resulting in a 25% increase in customer satisfaction scores and a 10% decrease in call abandonment rates.
• Analyzed call center data to identify trends and opportunities for improvement, leading to the implementation of a new call routing system that reduced average call wait times by 30%.
• Developed and maintained relationships with key customers and vendors, resulting in a 15% increase in customer retention rates and a 20% increase in vendor satisfaction scores.
• Managed a project to implement a new quality assurance program, resulting in a 20% increase in agent performance and a 15% increase in customer satisfaction scores.
• Developed and implemented strategies to reduce call wait times, resulting in a 25% decrease in average call wait times and a 10% increase in customer satisfaction scores.
• Resolved customer complaints and escalated issues as needed, resulting in a 20% decrease in customer churn and a 15% increase in customer satisfaction scores.
• Monitored call center performance metrics and developed and implemented strategies to improve customer service, resulting in a 20% increase in customer satisfaction scores and a 10% decrease in call abandonment rates.
• Managed and coordinated call center projects, resulting in the successful implementation of a new call center software system that improved agent productivity by 30%.
• Developed and implemented call center policies and procedures, resulting in a 15% increase in agent performance and a 10% decrease in call abandonment rates.
• Call center operations management
• Customer service excellence
• Data analysis and reporting
• Training and development
• Quality assurance and performance improvement
• Project management and coordination
• Call routing and wait time reduction strategies
• Complaint resolution and escalation
• Customer retention and satisfaction
• Vendor relationship management
• Policy and procedure development
• Call center software proficiency

Top Skills & Keywords for Call Center Supervisor Resumes:

Hard skills.

• Call Center Operations Management
• Performance Metrics Analysis
• Customer Service Management
• Quality Assurance and Control
• Workforce Management
• Call Routing and Queuing
• Call Center Technology and Software
• Coaching and Training
• Conflict Resolution and Problem Solving
• Data Analysis and Reporting
• Project Management
• Budgeting and Resource Allocation

Soft Skills

• Leadership and Team Management
• Communication and Presentation Skills
• Collaboration and Cross-Functional Coordination
• Problem Solving and Critical Thinking
• Adaptability and Flexibility
• Time Management and Prioritization
• Empathy and Customer-Centric Mindset
• Decision Making and Strategic Planning
• Conflict Resolution and Negotiation
• Active Listening and Feedback Incorporation
• Emotional Intelligence and Relationship Building
• Coaching and Mentoring

Resume Action Verbs for Call Center Supervisors:

• Streamlined
• Implemented
• Collaborated
• Facilitated
• Communicated
• Strategized

Generate Your Resume Summary

Resume FAQs for Call Center Supervisors:

How long should i make my call center supervisor resume, what is the best way to format a call center supervisor resume, which keywords are important to highlight in a call center supervisor resume, how should i write my resume if i have no experience as a call center supervisor, compare your call center supervisor resume to a job description:.

• Identify opportunities to further tailor your resume to the Call Center Supervisor job
• Improve your keyword usage to align your experience and skills with the position
• Uncover and address potential gaps in your resume that may be important to the hiring manager

Complete the steps below to generate your free resume analysis.

Related Resumes for Call Center Supervisors:

Call center manager, call center team lead, customer service manager, customer service lead, customer service coordinator, customer service representative, inbound call center, customer support specialist.

Top 12 Call Center Supervisor Skills to Put on Your Resume

A compelling resume for a Call Center Supervisor position showcases a blend of leadership, communication, and management skills that are critical in overseeing efficient call center operations and delivering exceptional customer service. Highlighting your top skills in these areas on your resume can significantly increase your chances of standing out to potential employers in this competitive field.

Call Center Supervisor Skills

• Performance Analysis
• Conflict Resolution
• Workforce Management
• Customer Satisfaction
• Avaya Systems
• Quality Assurance
• Communication
• Microsoft Office

1. Leadership

Leadership, in the context of a Call Center Supervisor, involves guiding, motivating, and directing a team towards achieving customer service excellence while fostering a positive and productive work environment.

Why It's Important

Leadership is crucial for a Call Center Supervisor as it ensures effective team management, fosters a positive work environment, enhances customer satisfaction through improved service quality, and drives the achievement of operational goals.

How to Improve Leadership Skills

Improving leadership, especially for a Call Center Supervisor, involves enhancing communication skills, fostering a positive work environment, and leading by example. Here are concise strategies:

Enhance Communication: Encourage open dialogue, actively listen to team concerns, and provide clear, constructive feedback. MindTools offers insights on effective communication.

Motivate Your Team: Recognize achievements, set clear goals, and provide incentives for performance. Harvard Business Review discusses the impact of positive reinforcement.

Develop Emotional Intelligence: Understand and manage your emotions and those of your team. This Forbes article highlights its importance for leaders.

Implement Continuous Training: Offer regular training and development opportunities. LinkedIn Learning provides courses on leadership and management.

Lead by Example: Demonstrate the work ethic, values, and attitudes you expect from your team. Inc. Magazine offers simple ways to lead by example.

Foster Team Collaboration: Promote a culture of teamwork and collaboration. Asana’s Guide to team collaboration can be a useful resource.

Adapt and Innovate: Be open to change and encourage innovation within your team. McKinsey & Company discusses organizational agility.

By focusing on these areas, a Call Center Supervisor can significantly improve their leadership skills and contribute to a more effective and motivated team.

How to Display Leadership Skills on Your Resume

2. Coaching

Coaching, in the context of a Call Center Supervisor, involves guiding, mentoring, and providing feedback to agents to improve their performance, enhance customer service skills, and achieve specific operational goals.

Coaching is crucial for a Call Center Supervisor as it enhances agent performance, improves customer satisfaction, fosters team development, and drives the achievement of organizational goals through targeted feedback and skill enhancement.

How to Improve Coaching Skills

Improving coaching for a Call Center Supervisor involves adopting a structured, personalized approach to enhance agent performance and customer satisfaction. Here are concise steps:

Active Listening: Practice active listening to understand agent challenges and provide tailored feedback. Active Listening Techniques

Regular Feedback: Conduct regular, constructive feedback sessions focusing on specific performance areas. Giving Constructive Feedback

Goal Setting: Set clear, achievable goals with your agents to motivate and guide improvement. SMART Goals

Training and Development: Offer continuous training opportunities for skill enhancement. Training Methods for Employees

Use of Technology: Utilize call center software for real-time feedback and analytics. Call Center Software Features

Empowerment: Empower agents by involving them in decision-making and acknowledging their successes. Empowering Your Team

By focusing on these aspects, a Call Center Supervisor can significantly enhance the effectiveness of their coaching, leading to improved agent performance and customer satisfaction.

How to Display Coaching Skills on Your Resume

3. Salesforce

Salesforce is a customer relationship management (CRM) platform that helps call centers manage and analyze customer interactions and data, streamlining processes for sales, customer service, and marketing, enhancing customer satisfaction and efficiency.

Salesforce is important for a Call Center Supervisor because it centralizes customer information, streamlines communication, and automates workflows, enabling efficient management of call center operations and enhancement of customer service quality.

How to Improve Salesforce Skills

To improve Salesforce for a Call Center Supervisor, focus on these key strategies:

Customize Dashboards : Tailor Salesforce dashboards to monitor KPIs such as call volume, resolution time, and customer satisfaction in real-time. Salesforce Dashboard Customization Guide.

Integrate with CTI : Use Computer Telephony Integration (CTI) to merge Salesforce with your call center software, enabling click-to-dial, screen pops, and call logging. Salesforce CTI Integration .

Automate Workflows : Automate common tasks such as ticket creation, follow-up reminders, and case assignments to improve efficiency. Salesforce Workflow Automation.

Train and Support Agents : Invest in regular Salesforce training for agents to ensure they are utilizing all available tools and features efficiently. Salesforce Training and Certification.

Leverage AI with Einstein : Utilize Salesforce Einstein for AI-powered insights, predictive analytics, and automated customer service solutions. Salesforce Einstein AI .

Feedback and Continuous Improvement : Implement a feedback loop with your team to identify pain points and continuously refine Salesforce usage for better performance. Salesforce Feedback Management.

By focusing on these areas, you can significantly enhance the effectiveness of your call center operations within Salesforce.

How to Display Salesforce Skills on Your Resume

Zendesk is a customer service software platform that offers tools for support, sales, and customer engagement, designed to improve customer relationships. For a Call Center Supervisor, it provides an integrated system to manage, track, and analyze customer calls and interactions for efficient resolution and enhanced customer satisfaction.

Zendesk is important for a Call Center Supervisor because it streamlines customer service operations by providing an integrated platform for tracking, prioritizing, and solving customer support tickets, thereby improving response times and enhancing overall customer satisfaction.

How to Improve Zendesk Skills

Improving Zendesk for a Call Center Supervisor involves focusing on efficiency, automation, and enhanced customer experience. Implement these strategies:

• Automate Repetitive Tasks : Use Zendesk's automation tools to handle repetitive inquiries, allowing agents to focus on complex issues.
• Integrate with a CRM : Connect Zendesk with your CRM system to provide agents with comprehensive customer insights, enabling personalized support.
• Utilize Analytics : Leverage Zendesk Explore for real-time analytics to monitor performance, identify trends, and make data-driven decisions.
• Implement Self-service : Create a robust Help Center with FAQs and articles, reducing ticket volume and empowering customers.
• Enhance Training : Use Zendesk training solutions to ensure agents are well-versed in the platform, improving efficiency and service quality.
• Optimize Routing : Set up intelligent routing to direct calls to the most appropriate agent, reducing wait times and improving customer satisfaction.

By focusing on these areas, a Call Center Supervisor can significantly enhance the performance and effectiveness of their Zendesk operation.

How to Display Zendesk Skills on Your Resume

5. Performance Analysis

Performance Analysis, in the context of a Call Center Supervisor, involves examining various metrics and KPIs (e.g., call handling time, customer satisfaction scores, resolution rates) to assess the efficiency and effectiveness of call center agents and operations, identify areas for improvement, and implement strategies to enhance service quality and productivity.

Performance analysis is crucial for a Call Center Supervisor because it enables the identification of strengths and weaknesses in the call handling process, ensures efficient resource allocation, and enhances customer satisfaction by improving service quality and response times.

How to Improve Performance Analysis Skills

To improve Performance Analysis as a Call Center Supervisor, focus on these concise strategies:

Implement Real-Time Analytics : Use software that provides real-time analytics to monitor call center metrics and agent performance. This allows for immediate feedback and adjustments. Zendesk is a popular tool that offers such features.

Set Clear KPIs : Establish clear, measurable KPIs (Key Performance Indicators) such as Average Handle Time (AHT), Customer Satisfaction Score (CSAT), First Call Resolution (FCR), and Net Promoter Score (NPS). Tools like Talkdesk help in tracking these metrics effectively.

Regular Training and Coaching : Implement a continuous training program that focuses on areas of improvement identified through performance analysis. Use platforms like Lessonly for creating custom training modules.

Utilize Quality Monitoring Software : Adopt quality monitoring software that enables call recording, live monitoring, and feedback tools. CallMiner provides comprehensive solutions for analyzing and improving agent conversations.

Engage in Performance Feedback : Conduct regular performance review meetings to discuss analytics and personal development plans. Emphasize positive reinforcement and constructive criticism.

Leverage Customer Feedback : Collect and analyze customer feedback through surveys or direct feedback mechanisms. Tools like SurveyMonkey can facilitate gathering and analyzing customer insights.

Optimize Workforce Management : Use workforce management tools to ensure that staffing levels are optimized for call volumes. Nice offers solutions that can help in forecasting, scheduling, and managing staff efficiently.

By integrating these strategies and leveraging the recommended tools, you can significantly improve performance analysis and overall efficiency in your call center operations.

How to Display Performance Analysis Skills on Your Resume

6. Conflict Resolution

Conflict resolution is the process of addressing and resolving disputes or disagreements between parties, aiming to achieve an amicable solution. For a Call Center Supervisor, it involves mediating conflicts between staff, or between staff and customers, to ensure a harmonious and productive work environment.

Conflict resolution is crucial for a Call Center Supervisor as it ensures a harmonious work environment, maintains team cohesion, enhances customer satisfaction by swiftly addressing disputes, and boosts overall productivity and morale by minimizing disruptions.

How to Improve Conflict Resolution Skills

Improving conflict resolution, especially for a Call Center Supervisor, involves mastering a few key strategies:

Active Listening : Ensure you fully understand both parties by listening without interrupting. MindTools offers techniques to enhance active listening skills.

Empathy : Show genuine concern for the feelings and perspectives of all involved. This guide from HelpGuide provides insights into empathetic listening.

Clear Communication : Speak clearly and avoid jargon to ensure understanding. The American Management Association has tips on effective communication.

Problem-Solving : Focus on identifying the root cause of the conflict and find a mutually acceptable solution. MindTools offers a step-by-step guide to problem-solving.

Mediation Skills : Sometimes, acting as a neutral mediator can help resolve conflicts. Mediate.com lists key skills for effective mediation.

By developing these skills, a Call Center Supervisor can effectively manage and resolve conflicts, leading to a more harmonious work environment.

How to Display Conflict Resolution Skills on Your Resume

7. Workforce Management

Workforce Management (WFM) in the context of a Call Center Supervisor involves systematically planning, forecasting, scheduling, and tracking staff to ensure that the right number of agents with the necessary skills are available at the right times to meet the call center's service level and performance goals, while also managing labor costs efficiently.

Workforce Management (WFM) is crucial for a Call Center Supervisor as it optimally aligns staff scheduling with call volume forecasts, ensuring the right number of agents are available at the right times to meet service level agreements and enhance customer satisfaction, while also controlling labor costs and boosting agent morale through fair and efficient scheduling practices.

How to Improve Workforce Management Skills

Improving workforce management in a call center environment involves several strategic steps. Here’s a concise guide tailored for a Call Center Supervisor:

Forecasting and Scheduling : Accurately predict call volumes and schedule staff accordingly to ensure that you have the right number of agents at the right times. Calabrio offers insights into advanced forecasting and scheduling techniques.

Training and Development : Continuously train your agents to improve their skills. This includes handling calls efficiently and understanding products/services deeply. Call Centre Helper provides valuable resources on training.

Employee Engagement : Engage your team through recognition, feedback, and career development opportunities to reduce turnover and improve performance. Gallup shares insights on enhancing employee engagement.

Leverage Technology : Use Workforce Management (WFM) software to automate scheduling, adherence monitoring, and other tasks. NICE offers advanced WFM solutions tailored for call centers.

Monitor and Adjust : Regularly review performance metrics and make adjustments to staffing, processes, or strategies as needed. Talkdesk provides analytics and reporting tools that can help.

Implementing these strategies can significantly improve the efficiency and effectiveness of your call center's workforce management.

How to Display Workforce Management Skills on Your Resume

8. Customer Satisfaction

Customer satisfaction in a call center context refers to the measure of how well the service delivered meets or exceeds customer expectations, influencing their likelihood to use and recommend the service again.

Customer satisfaction is crucial for a Call Center Supervisor because it directly impacts customer loyalty, retention, and referrals, which are essential for the company's reputation and long-term profitability. High satisfaction levels also reduce the volume of complaints and the resources needed to resolve them, improving operational efficiency.

How to Improve Customer Satisfaction Skills

Improving customer satisfaction in a call center environment requires a focus on quality interaction, efficiency, and continuous improvement. Here are concise strategies for a Call Center Supervisor:

Enhance Agent Training : Provide comprehensive training that includes product knowledge, communication skills, and empathy. Harvard Business Review discusses the importance of good judgment, which is critical in customer interactions.

Implement Quality Monitoring : Use call monitoring and recording to evaluate and improve agent performance. Call Centre Helper lists essential metrics to track.

Foster a Positive Work Environment : Motivated agents are more likely to provide satisfactory customer service. Forbes discusses creating a positive work environment.

Leverage Technology : Utilize CRM systems for personalized service and implement efficient call routing. Salesforce offers insights on using technology to improve customer service.

Collect and Act on Feedback : Regularly survey customers to understand their needs and frustrations. Use this data to make informed improvements. Qualtrics provides strategies for collecting customer feedback.

Empower Agents : Give agents the authority to make decisions that benefit the customer, improving resolution times and satisfaction. Zendesk highlights the importance of empowering employees.

By focusing on these areas, a Call Center Supervisor can significantly improve customer satisfaction.

How to Display Customer Satisfaction Skills on Your Resume

9. Avaya Systems

Avaya Systems is a global provider of business communications and collaboration systems, offering solutions such as voice, video, messaging, and customer management platforms, specifically designed to enhance customer service and improve operational efficiency in call centers.

Avaya Systems is crucial for a Call Center Supervisor because it provides advanced call routing, management, and analytics tools. These features enhance customer service efficiency and improve the overall performance of the call center.

How to Improve Avaya Systems Skills

To improve Avaya Systems for a Call Center Supervisor, focus on the following strategies:

Training and Certification : Ensure all users and supervisors are fully trained on Avaya features. Avaya offers official training and certification programs that can significantly enhance user proficiency and system utilization.

Utilize Avaya Analytics : Leverage Avaya Call Reporting to gather insights on call volume, agent performance, and customer satisfaction. Use this data to make informed decisions on staffing and customer service improvements.

Implement Workforce Optimization : Consider Avaya's Workforce Optimization solutions to streamline scheduling, improve agent training, and ensure compliance. This can enhance overall efficiency and effectiveness.

Upgrade Your System : Regularly consult with Avaya or an authorized partner to ensure your system is up-to-date. Upgrading to the latest software version can unlock new features and improve system reliability and performance.

Customize Features to Fit Your Needs : Tailor Avaya's features to your specific call center requirements. This includes configuring call routing, setting up IVR (Interactive Voice Response) systems correctly, and optimizing agent screens for better call handling. Engage with Avaya support or a consultant for best practices and customization advice.

Engage with the Avaya Community : Join the Avaya Community to exchange ideas, find solutions to common issues, and get advice from other Avaya users and experts.

By focusing on these areas, a Call Center Supervisor can significantly improve the efficiency and effectiveness of Avaya Systems.

How to Display Avaya Systems Skills on Your Resume

10. Quality Assurance

Quality Assurance in the context of a Call Center Supervisor focuses on monitoring, evaluating, and improving the call handling process to ensure customer interactions meet or exceed established standards of service and efficiency.

Quality Assurance (QA) is crucial for a Call Center Supervisor because it ensures consistent delivery of high-quality service to customers, identifies areas for staff training and development, and helps in maintaining compliance with industry standards, ultimately leading to improved customer satisfaction and loyalty.

How to Improve Quality Assurance Skills

Improving Quality Assurance (QA) in a call center environment focuses on enhancing customer service quality, agent performance, and operational efficiency. As a Call Center Supervisor, here are concise steps to elevate QA:

Define Clear QA Metrics : Establish clear, measurable QA metrics aligned with customer satisfaction and business objectives. Call Centre Helper offers insights into important call center metrics.

Implement Regular Training : Continuously train agents on product knowledge, call handling techniques, and soft skills. ICMI provides a guide for training call center agents.

Utilize Call Monitoring and Recording : Monitor and record calls to evaluate agent performance and customer experience. Talkdesk discusses the importance and legalities of call recording.

Feedback and Coaching : Provide constructive feedback and personalized coaching sessions based on monitored calls to improve agent performance. Zendesk offers tips on giving effective feedback in contact centers.

Leverage Technology : Use QA software and analytics tools to automate the QA process, track performance, and identify improvement areas. Software Advice lists call center software options with QA features.

Engage in Continuous Improvement : Encourage a culture of continuous improvement by regularly reviewing processes, soliciting agent and customer feedback, and adapting to new insights. Qualtrics provides strategies for continuous improvement.

By following these steps and utilizing the resources provided, you can significantly improve QA in your call center, leading to better customer satisfaction and operational efficiency.

How to Display Quality Assurance Skills on Your Resume

11. Communication

Communication, in the context of a Call Center Supervisor, involves the effective exchange and management of information between staff, customers, and other stakeholders to ensure smooth operations, resolve issues, and enhance customer satisfaction.

Communication is crucial for a Call Center Supervisor as it ensures clear instructions, enhances team coordination, maintains high customer service standards, resolves conflicts efficiently, and fosters a positive work environment.

How to Improve Communication Skills

Improving communication, especially for a Call Center Supervisor, involves enhancing both verbal and non-verbal skills, and leveraging technology to ensure clarity, consistency, and efficiency in all interactions. Here's a concise guide:

Active Listening : Encourage active listening to understand customer needs and concerns fully. Mind Tools provides strategies for developing this skill.

Clear Articulation : Practice clear and concise speaking. Avoid jargon when talking to customers. Toastmasters International offers tips for effective verbal communication.

Empathy and Patience : Cultivate empathy to relate better with customers and team members. SkillsYouNeed has resources on developing empathy.

Feedback Mechanisms : Implement regular feedback sessions with your team and customers to gather insights and improve services. Officevibe discusses how to give and receive feedback effectively.

Technology Utilization : Leverage communication tools and software for better team collaboration and customer relationship management (CRM). Zendesk explores effective communication tools.

Conflict Resolution : Develop skills to handle disputes or disagreements constructively. American Management Association outlines steps for conflict resolution.

Continuous Training : Invest in ongoing training for your team on communication and customer service best practices. LinkedIn Learning offers courses on various relevant topics.

By focusing on these areas, a Call Center Supervisor can significantly enhance communication within their team and with customers, leading to improved service quality and customer satisfaction.

How to Display Communication Skills on Your Resume

12. Microsoft Office

Microsoft Office is a suite of productivity software including Word, Excel, PowerPoint, and Outlook, used for document creation, data management, presentations, and email communication, essential for organizing and managing call center operations.

Microsoft Office is crucial for a Call Center Supervisor as it provides essential tools for data analysis (Excel), document preparation (Word), communication (Outlook), and presentations (PowerPoint), enabling efficient management, reporting, and team coordination.

How to Improve Microsoft Office Skills

Improving Microsoft Office for a Call Center Supervisor involves enhancing efficiency, communication, and data management. Here are concise ways to achieve this:

Utilize Templates and Quick Parts in Outlook : Streamline email communication by creating templates for frequent responses or notifications. Quick Parts can save time on typing common phrases or paragraphs.

Leverage Excel for Data Analysis : Use advanced Excel features like PivotTables and Power Query for analyzing call data, tracking performance metrics, and forecasting.

Implement Microsoft Teams for Collaboration : Enhance team communication and collaboration through Microsoft Teams. Use channels for different projects or topics, schedule meetings, and share files securely.

Automate Repetitive Tasks with Power Automate : Create workflows to automate tasks such as data entry, notifications, and report generation, reducing manual work. Explore Power Automate.

Customize SharePoint for Knowledge Management : Develop a SharePoint site to serve as a knowledge base for call center policies, training materials, and FAQs. Customize it for easy navigation and access. Learn more about SharePoint .

Use OneNote for Note-taking and Sharing : Encourage the use of OneNote for meeting notes, ideas, and collaborative project notes. Shared notebooks can improve information dissemination and team coordination. Get started with OneNote .

Adopt Power BI for Reporting : Utilize Power BI to create comprehensive dashboards and reports for analyzing call center performance, customer satisfaction, and other critical metrics.

By focusing on these areas, a Call Center Supervisor can significantly enhance the operational efficiency and effectiveness of their team using Microsoft Office tools.

How to Display Microsoft Office Skills on Your Resume

Related Career Skills

• Call Center Operations Manager
• Call Center Team Leader
• Call Center Agent
• Call Center Analyst
• Call Center Associate
• Call Center Director

Call Center Supervisor resume examples for 2024

Call center supervisors must possess a range of skills to be successful. They need strong customer service skills to address customer complaints and inquiries. They must also have a strong understanding of technical support to assist with customer issues. Analyzing call center abandonment rates and developing protocols for improvement is also an important skill. Supervisors must also have excellent performance management skills, including conducting call monitoring and performance appraisals. They need to be able to maintain positive relationships with customers and resolve issues promptly. They need to have payroll experience and the ability to identify and correct behaviors relating to telecommunication-related inbound calls.

Call Center Supervisor resume example

How to format your call center supervisor resume:.

• Use the exact job title from the application in your resume
• Highlight your accomplishments in your work experience section, rather than just listing your duties
• Aim to fit your resume on one page, focusing on the most relevant and impressive information for call center supervisors

Choose from 10+ customizable call center supervisor resume templates

Choose from a variety of easy-to-use call center supervisor resume templates and get expert advice from Zippia’s AI resume writer along the way. Using pre-approved templates, you can rest assured that the structure and format of your call center supervisor resume is top notch. Choose a template with the colors, fonts & text sizes that are appropriate for your industry.

Entry level call center supervisor resume example

Call center supervisor resume format and sections, 1. add contact information to your call center supervisor resume.

Call Center Supervisor Resume Contact Information Example # 1

Montgomery, AL 36043| 333-111-2222 | [email protected]

2. Add relevant education to your call center supervisor resume

Your resume's education section should include:

• The name of your school
• The date you graduated ( Month, Year or Year are both appropriate)
• The name of your degree

If you graduated more than 15 years ago, you should consider dropping your graduation date to avoid age discrimination.

Optional subsections for your education section include:

• Academic awards (Dean's List, Latin honors, etc. )
• GPA (if you're a recent graduate and your GPA was 3.5+)
• Extra certifications
• Academic projects (thesis, dissertation, etc. )

Other tips to consider when writing your education section include:

• If you're a recent graduate, you might opt to place your education section above your experience section
• The more work experience you get, the shorter your education section should be
• List your education in reverse chronological order, with your most recent and high-ranking degrees first
• If you haven't graduated yet, you can include "Expected graduation date" to the entry for that school

Check More About Call Center Supervisor Education

Call Center Supervisor Resume Relevant Education Example # 1

High School Diploma 2009 - 2011

Call Center Supervisor Resume Relevant Education Example # 2

Some College Courses In Computer Science 2016 - 2018

Rutgers, The State University of New Jersey New Brunswick, NJ

3. Next, create a call center supervisor skills section on your resume

Your resume's skills section should include the most important keywords from the job description, as long as you actually have those skills. If you haven't started your job search yet, you can look over resumes to get an idea of what skills are the most important.

Here are some tips to keep in mind when writing your resume's skills section:

• Include 6-12 skills, in bullet point form
• List mostly hard skills ; soft skills are hard to test
• Emphasize the skills that are most important for the job

Hard skills are generally more important to hiring managers because they relate to on-the-job knowledge and specific experience with a certain technology or process.

Soft skills are also valuable, as they're highly transferable and make you a great person to work alongside, but they're impossible to prove on a resume.

Example of skills to include on an call center supervisor resume

Customer care, also known as customer service, is a one-to-one interaction between the consumer of a company and its representative.

Technical support or tech support are the services provided by any hardware or software company to users. They help in solving the technical difficulties the customers face with their products or services. Moreover, the tech support employees maintain, manage, and repair the IT faults. They are also responsible for resolving the network problems, installing and configuring hardware and software.

Phone calls are a wireless or wired connection made over a telephone or a mobile phone between two people. Two parties are involved in a phone call, the caller and the receiver. A caller dials the number of the one he wants to call, and the recipient hears a bell or a tune to which he picks up the call. The call establishes a connection between them through which they can communicate. The voice is converted into signals and is transmitted through wired or wireless technology.

HR stands for human resources and is used to describe the set of people who work for a company or an organization. HR responsibilities revolve around updating employee records and carrying out management processes like planning, recruitment, evaluation, and selection processes. HR is a key contributor to any company or organization's growth as they are in charge of hiring the right employees, processing payrolls, conducting disciplinary actions, etc.

Customer service is the process of offering assistance to all the current and potential customers -- answering questions, fixing problems, and providing excellent service. The main goal of customer service is to build a strong relationship with the customers so that they keep coming back for more business.

An outbound call is made by the call center representative to the customers on behalf of the company. Such calls help increase sales and generate revenue for the organization.

Payroll is the sum of all the compensation that an organization has to pay to employees at a specified time. Payroll is managed by the finance or HR department while small business owners may handle it themselves. Payroll isn't fixed as it varies every month due to sick leaves, overtime, etc.

Top Skills for a Call Center Supervisor

• Strong Customer Service , 21.4%
• Patients , 7.1%
• Customer Care , 6.1%
• Technical Support , 4.9%
• Other Skills , 60.5%

4. List your call center supervisor experience

The most important part of any resume for a call center supervisor is the experience section. Recruiters and hiring managers expect to see your experience listed in reverse chronological order, meaning that you should begin with your most recent experience and then work backwards.

Don't just list your job duties below each job entry. Instead, make sure most of your bullet points discuss impressive achievements from your past positions. Whenever you can, use numbers to contextualize your accomplishments for the hiring manager reading your resume.

It's okay if you can't include exact percentages or dollar figures. There's a big difference even between saying "Managed a team of call center supervisors" and "Managed a team of 6 call center supervisors over a 9-month project. "

Most importantly, make sure that the experience you include is relevant to the job you're applying for. Use the job description to ensure that each bullet point on your resume is appropriate and helpful.

• Managed personnel files that included; processing of attendance, HR benefits, payroll and evaluations.
• Led a team of program managers responsible for documentation of operational and partnership marketing process and communication.
• Initiated and partnered with support departments to bridge ongoing effective communication.
• Accomplished successful leadership of 18 training classes totaling over 300 new hires, exceeding company metrics.
• Trained workers in proper operational procedures and functions and explain company policies.
• Maintained confidential presidential files and prioritized communications requiring the president's attention and response.
• Assisted students with class registration, scanned student files into the school database, organized and filed students documents.
• Arranged and scheduled appointments interviewed and screened visitors, referred students or visitors for special counseling or advice.
• Generated PowerPoints and spreadsheets which were used internally as well as for distribution outside of the campus community
• Compiled and submitted departmental hourly and part-time payrolls.
• Established and maintained a positive work environment that supports a high Team Member morale.
• Worked my way up from a bagger through 5 different positions to a front end supervisor.
• Helped establish a strong culture of discipline and team member training and happiness in three months' time.
• Raised morale through one-on-one counseling and various incentives.
• Trained and mentored new team members to contribute to the store's positive culture including team member happiness and excellence.

5. Highlight call center supervisor certifications on your resume

Specific call center supervisor certifications can be a powerful tool to show employers you've developed the appropriate skills.

If you have any of these certifications, make sure to put them on your call center supervisor resume:

• Certified Pharmacy Technician (CPhT)
• Certified Professional - Human Resource (IPMA-CP)
• Certified Management Accountant (CMA)
• Certified Medical Office Manager (CMOM)
• Certified Manager Certification (CM)
• Certified Security Supervision & Management (CSS)
• Certified Sales Professional (CSP)
• Professional Certified Marketer (PCM)
• Certified Manager of Quality/Organizational Excellence (CMQ/OE)
• Operator Certification

6. Finally, add an call center supervisor resume summary or objective statement

A resume summary statement consists of 1-3 sentences at the top of your call center supervisor resume that quickly summarizes who you are and what you have to offer. The summary statement should include your job title, years of experience (if it's 3+), and an impressive accomplishment, if you have space for it.

Remember to emphasize skills and experiences that feature in the job description.

Common call center supervisor resume skills

• Strong Customer Service
• Customer Care
• Technical Support
• Customer Inquiries
• Customer Satisfaction
• Phone Calls
• Customer Service
• Outbound Calls
• Quality Standards
• Customer Complaints
• Performance Management
• Direct Reports
• Disciplinary Actions
• Customer Calls
• Performance Metrics
• Performance Standards
• Call Monitoring
• Call Center Management
• Schedule Adherence
• Process Improvement
• Professional Development
• Performance Feedback
• Performance Evaluations
• Customer Issues
• Problem Resolution
• Call Handling
• Corrective Action
• Quality Customer Service
• Performance Appraisals
• Training Programs
• Staff Performance
• Technical Issues
• Chat Support
• Performance Reports
• Abandonment Rate
• Call Center Support
• Performance Reviews

Entry level call center supervisor resume templates

Call Center Supervisor Jobs

Links to help optimize your call center supervisor resume.

• How To Write A Resume
• List Of Skills For Your Resume
• How To Write A Resume Summary Statement
• Action Words For Your Resume
• How To List References On Your Resume

Updated April 25, 2024

Editorial Staff

The Zippia Research Team has spent countless hours reviewing resumes, job postings, and government data to determine what goes into getting a job in each phase of life. Professional writers and data scientists comprise the Zippia Research Team.

Call Center Supervisor Related Resumes

• Account Supervisor Resume
• Branch Supervisor Resume
• Call Center Manager Resume
• Call Center Team Leader Resume
• Center Supervisor Resume
• Client Service Supervisor Resume
• Collection Supervisor Resume
• Contact Center Supervisor Resume
• Customer Care Supervisor Resume
• Group Supervisor Resume
• Office Supervisor Resume
• Senior Supervisor Resume
• Service Supervisor Resume
• Staff Supervisor Resume
• Team Supervisor Resume

Call Center Supervisor Related Careers

• Account Supervisor
• Branch Supervisor
• Call Center Manager
• Call Center Team Leader
• Center Supervisor
• Client Service Supervisor
• Collection Supervisor
• Contact Center Supervisor
• Customer Care Supervisor
• Customer Service Supervisor
• Group Supervisor
• Office Supervisor
• Senior Supervisor
• Service Supervisor
• Staff Supervisor

Call Center Supervisor Related Jobs

What similar roles do.

• What Does an Account Supervisor Do
• What Does a Call Center Manager Do
• What Does a Call Center Team Leader Do
• What Does a Center Supervisor Do
• What Does a Client Service Supervisor Do
• What Does a Collection Supervisor Do
• What Does a Customer Service Supervisor Do
• What Does a Group Supervisor Do
• What Does an Office Supervisor Do
• What Does a Senior Supervisor Do
• What Does a Service Supervisor Do
• What Does a Supervisor, Patient Access Do
• What Does a Support Supervisor Do
• What Does a Team Leader/Supervisor Do
• What Does a Team Supervisor Do
• Zippia Careers
• Office and Administrative Industry
• Call Center Supervisor
• Call Center Supervisor Resume

Browse office and administrative jobs

Call Center Supervisor Resume Sample

The resume builder.

Create a Resume in Minutes with Professional Resume Templates

Work Experience

• Previous supervisory and/or call center experience required
• Valid Drivers license with ability to drive company vehicle
• Complete required number of quality assessments for associates skills
• Answers member’s questions and resolves escalated member issues regarding VyStar services, policies, and procedures
• Evaluates their unit employees’ performance and prepares and administers each employee’s annual evaluation
• 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
• Prepare written documentation regarding representative’s performance in the workplace. Evaluate, monitor, discipline, coach and counsel agents as appropriate, assuring timeliness and consistency
• Communicate, abide by, and enforce department and Oriental Trading Company policies and procedures, in a positive manner, at the direction of Director and Managers. Maintains positive morale in the Call Center
• Maintain Call Center’s service level goals. React according to established standards and make necessary changes to ensure proper coverage in all operational areas
• 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
• Solicit, interview and hire qualified applicants for department positions. Assist with interviewing and make recommendations for hire for applicants working in various Call Center positions
• Position requires multi-tasking through organization, detail, multiple deadlines and projects
• Develop an in-depth understanding of our client’s business, strategies, policies & procedures which allows us to provide a consistent comprehensive level of service
• Monitor telephony queue time data to maximize productivity and ensure daily/monthly/annual SLA’s are met
• Supervises all activities associated with a limited agenda of an operating department’s day-to-day production regimen
• Manages operational workflows; meet internal and external SLA’s (Service Level Agreements)
• Supports and administers various departmental and corporate policies consistent with the company’s core values and philosophies
• Authority to recommend and conduct disciplinary actions when necessary
• Mentor and coach direct reports to instill confidence and self-directed workforce
• Communicate effectively to leadership team on team’s progress and any areas of risk
• Ensure quality and accuracy of team’s work upstream
• 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
• Maintain expert knowledge of all MAXIMUS and MassHealth systems including MassServe, Knowledge Center, CCMS, Engage Quality, MMIS, MA21, HIX, MAP, and myWorkSpace

Professional Skills

• Strong time-management skills, problem-solving skills, and analytical skills
• Strong personnel management skills and experience Professional Skills
• Strong leadership, decision making and problem solving skills required for effectively supporting and motivating team members
• Excellent reading comprehension, writing and communication skills that include the ability to effectively communicate with personnel of various backgrounds
• Excellent communication and presentation skills. Able to speak to large groups and skilled in public speaking
• Strong priority setting skills and ability to meet deadlines
• Demonstrated ‘people skills,’ including the ability to interact effectively with the general public in a professional manner

How to write Call Center Supervisor Resume

Call Center Supervisor role is responsible for customer, interpersonal, organizational, microsoft, organization, leadership, training, coaching, software, intermediate. To write great resume for call center supervisor job, your resume must include:

• Your contact information
• Work experience
• Skill listing

Contact Information For Call Center Supervisor Resume

The section contact information is important in your call center supervisor resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:

• First and last name
• Telephone number

Work Experience in Your Call Center Supervisor Resume

The section work experience is an essential part of your call center supervisor resume. It’s the one thing the recruiter really cares about and pays the most attention to. This section, however, is not just a list of your previous call center supervisor responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular call center supervisor position you're applying to. The work experience section should be the detailed summary of your latest 3 or 4 positions.

Representative Call Center Supervisor resume experience can include:

• Maintain expert knowledge of MassHealth policies and procedures, including state and federal mandates (including the Affordable Care Act) as well as eligibility, managed care enrollment, and other program knowledge necessary to support and supervise staff
• Demonstrate solid analytical, business acumen, project management, problem solving and organization skills
• Excellent people and interpersonal skills, build effective relationships with all levels of the team and department
• Good decision making and critical thinking skills
• Demonstrated analytical, organizational, interpersonal, leadership, problem-solving, decision-making, conflict resolution, negotiation, and people skills
• Strong interpersonal skills including listening, empathy and responsiveness

Education on a Call Center Supervisor Resume

Make sure to make education a priority on your call center supervisor resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your call center supervisor experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.

Additional details to include:

• School you graduated from
• Major/ minor
• Year of graduation
• Location of school

These are the four additional pieces of information you should mention when listing your education on your resume.

Professional Skills in Call Center Supervisor Resume

When listing skills on your call center supervisor resume, remember always to be honest about your level of ability. Include the Skills section after experience.

Present the most important skills in your resume, there's a list of typical call center supervisor skills:

• Excellent organizational skills, use of good judgment and the ability to effectively manage time
• Effectively prioritize work amongst multiple competing priorities
• 9) Demonstrate strong leadership skills
• Operational experience and demonstrated leadership skills
• Demonstrated skills providing system support using enterprise system monitoring and integration tools such as Solar Winds, TIDAL, BizTalk, etc
• Work effectively under pressure by prioritizing work responsibilities and re-negotiating

List of Typical Experience For a Call Center Supervisor Resume

Experience for sales call center supervisor resume.

• Demonstrated initiative and ability to learn and present new concepts, and possession of problem-solving skills
• Proven effective call center leadership experience
• Strong organizational and problem-solving skills, the ability to work independently and under pressure
• Experience building a team and providing effective leadership in a team environment
• Proficient computer skills utilizing a variety of software
• Excellent verbal and written communications. Competency in effective business writing
• Strong familiarity with call routing in multi-skill agent environment
• Customer service skills including an ability to work well with the public and to adopt a customer perspective
• Effectively resolves problems within the department, as well as minor guest conflicts/complaints, in a fair and equitable manner

Experience For Call Center Supervisor, Account Services Resume

• Communicate effectively via phone and through e-mail
• Demonstrates ability to prioritize and manage time to meet various deadlines
• Strong customer service experience, fast paced
• Prior supervisory experience required, preferably in a call center environment
• Strong problem-solving communication and decision-making capabilities
• Conduct a once-per-month review “formal session” with each CSR where developmental priorities for the upcoming month are identified
• Handle highly escalated calls with professionalism and expedite resolution, creating a positive customer experience
• Experience speaking in health care dialogue

Experience For Clinical Call Center Supervisor Resume

• Conduct a once-per-month review "formal session" with each CSR where developmental priorities for the upcoming month are identified
• Effective utilization of problem solving techniques
• Experience overseeing exempt and non-exempt employees
• Strong familiarity with ACD systems and related reporting
• Able to establish and maintain effective working relationships with the community
• Demonstrated ability to influence positive outcomes during any type of interaction
• Display of strong flexibility and ability to function and multi-task in a fast-paced ever changing environment
• Multitask and manage changing problems in a fast paced, multi-skill team environment

Experience For Appointment Scheduling Call Center Supervisor Resume

• Previous experience in a Healthcare setting / environment
• Experience with recordkeeping systems
• Monitors calls of staff to ensure good quality, customer service and training opportunities
• Experience with an ERP system (preferably Oracle) and ability to work with database management systems
• Proven ability to develop strategic plans and recommendations and see through to implementation
• Previous experience leading a team, as a team lead or supervisor in a call center environment (required)
• Previous coaching and agent development experience

Experience For Banking Call Center Supervisor Resume

• Completion of post-secondary education or equivalent experience
• Experience in health care, customer support, or clinical research
• Two or more years of Call Center experience, preferably in an escalations or supervisory capacity
• Create development plans for each agent that contains positive, creative and effective ideas on ways they can improve their performance
• Strong business acumen and accountability to drive sales results
• Able to provide effective quality assurance review and standards at an individual and team level
• Handle elevated high priority calls

Experience For IMS Help Desk Services Call Center Supervisor Resume

• Attract, develop, and retain diverse talent within the organization to deliver excellent customer service
• Organize, plan, and prioritize CSR’s work to meet and exceed goals and objectives
• Collaborate with other cross functional groups to improve processes and procedures to enhance consumer experience
• Identifies performance deficiencies, coaches direct reports and provides targeted and effective feedback
• Maintains professionalism and operates in accordance with business standards and code of conduct
• Maintain effective and positive relationships between departments, CSRs and teams
• Demonstrated ability to direct, plan, schedule and supervise employees

Experience For Call Center Supervisor Workforce Management AM Resume

• Ensures team understands their roles and responsibilities and demonstrates competence in their position
• Experience as a Call Center Supervisor
• Upervisor experience, required
• Call Center mgmt. experience - required
• Call Center Quality Improvement Experience
• 1-year supervisory experience
• Data entry, print validation

Experience For Healthcare Call Center Supervisor Resume

• Call center experience desirable, healthcare background knowledge desirable
• Computer, phone and Internet operations skill
• Call center supervisory or management experience
• At least six (6) months of supervisor or leadership experience required
• Use good judgment, make independent decisions and proactively problem solve as required
• Skilled in supervisory techniques and procedures
• Skilled in data analysis, evaluation, and interpretation
• Two years experience in customer service related field or position
• Skill set to work quickly yet with great attention to detail

Experience For Call Center Supervisor, Customer Service Resume

• Knowledge of or commiserate skill set to train, motivate, and supervise customer service staff
• Experience in a related call center environment
• Experience in a team oriented work environment
• Previous supervisor experience preferably in a call center
• Experience in SAP or similar ERP
• Proven ability to drive First Choice performance and productivity
• Call center/sales experience required
• Operations/leadership experience
• Provides support to the Customer Experience team to develop, coordinate and implement process and quality improvements in the Contact Center environment

Experience For Medical Bill Review Call Center Supervisor Resume

• Call center experience with leadership roles
• Previous experience in professional environment and in a call center
• Ales experience required
• Management experience with direct reports
• Homecare Account Manager experience or 4 years of Customer Service
• Disaster management experience
• 12 months supervisory experience in a contact center environment
• Able to prioritize various work tasks

List of Typical Skills For a Call Center Supervisor Resume

Skills for sales call center supervisor resume.

• Excellent time and people management and problem-solving skills
• Strong phone contact handling skills
• Strong planning and organizational skills to manage day-to-day operations to meet project and team goals
• Provide effective coaching and support skills
• Excellent organizational, analytical, written, and verbal communication skills

Skills For Call Center Supervisor, Account Services Resume

• Excellent organizational and mathematical skills
• Strong PC/Technical skills with basic knowledge of Microsoft Office applications and mobile devices
• Possess strong organizational and business skills
• Excellent written, verbal and interpersonal communication skills with agents, peers, management and customers
• Strong interpersonal skills and professional appearance
• Strong interpersonal skills and ability to engage and motivate teams
• Utilization of analytical skills and proven ability to assess root causes

Skills For Clinical Call Center Supervisor Resume

• Strong written and verbal communication skills, with the ability to patiently explain processes, procedures, and company information to CS Agents and Customers
• Excellent organizational and time management skills in a fast paced environment
• Communicating effectively within work groups and team meetings
• Proven experience in successfully resolving customer issues according to the NetSpend Call Center metrics
• Demonstrated success multi tasking and prioritizing in a dynamic fast paced work environment
• Apply problem solving and critical thinking skills
• They are responsible for monitoring intra-day call activity and service levels and taking relevant action to ensure that service levels are met effectively
• Communicate effectively in English, both verbally and in writing, along with bilingual abilities

Skills For Appointment Scheduling Call Center Supervisor Resume

• Team building and customer service skills
• Two years of experience in customer service including one year of experience as a supervisor within an operation environment
• Fast and accurate data entry skills and pass data entry/typing assessment
• Notify relevant support teams when systems are not working effectively
• At least two (2) years of customer service, leadership and team interaction skills required
• Write routine reports and correspondence. Ability to speak effectively before groups of customers or employees in the organization

Skills For Banking Call Center Supervisor Resume

• Advanced skills in MS Office Professional (Word, Excel, Outlook, Access, PowerPoint) andcall center CRM software
• Logical thinker with an ability to understand and interpret information promptly and effectively
• Desire to learn, grow and enhance personal skills, abilities, goals and career
• Six months prior experience as lead customer service representative
• Able to effectively coach, mentor and manage employees on an individual basis to facilitate their success and ability to fully utilize their potential
• Train all new Agents on position and company tools to perform their job effectively
• Six months prior leadership experience

Skills For IMS Help Desk Services Call Center Supervisor Resume

• One year prior call center or customer service related experience required
• Prior supervisory experience, preferably in a team driven environment
• 6 months prior leadership experience
• Leadership experience with demonstrated ability to drive a team and achieve results
• Supervisory experience in a dynamic call center environment or significant call center operations leadership experience
• One year prior call center, sales or customer service related experience required
• Demonstrated supervisory or management experience in a call center environment
• BS/BA in Business management/administration or relevant field with proven experience

Skills For Call Center Supervisor Workforce Management AM Resume

• Multitasking and prioritizing work. Maintaining a neat workstation
• Working experience utilizing telephone communications as all or a portion of the customer service
• Working experience containing elements of supervision or operational responsibilities
• Responsible for effective human resource administration including training, evaluations, coaching, mentoring, recommending promotions, and corrective actions
• Proven track record of building and developing winning teams and exceeding customer expectations
• Experience managing, coaching, and developing call center team
• Demonstrated ability managing to service levels, monitoring and coaching in a positive and supportive manner

Skills For Healthcare Call Center Supervisor Resume

• Experienced in leading, supervising, and supporting customer service agents
• Two years’ experience working with Call Center Technology; including Call Center Management systems and Customer Record Management tools
• Experience addressing and responding to customer requests in the customer service, contact center, or retail industry
• Proven record in consistently meeting/exceeding sales goals
• Related experience including successfully supervising customer service teams
• Experience coaching and motivating a large team of Operations Support reps
• Strong problem solving, decision making, organizational, time management,
• Two years experience selling over the phone and meeting goals
• Meet and exceed organization goals for providing exceptional service to callers and by accepting ownership for the callers’ experience

Skills For Call Center Supervisor, Customer Service Resume

• Proven track record for supporting teams that are proactive in driving process improvement
• Demonstrate understanding of client business requirements to ensure that their needs are being met
• Develop, motivate and retain associates; provide effective coaching & feedback, and career planning / development
• Diffuse escalated customer situations through high level problem solving while providing excellent customer service
• Manage a high level of confidentiality and experience handling PHI and PII
• Experience in utilizing DHS and legacy INS databases desirable
• Demonstrates intermediate knowledge of Microsoft Office products including Word, Excel, PowerPoint, and Outlook
• Experience working in a call center environment, preferably Weichert Lead Network
• Managing people with call center experience required

Skills For Medical Bill Review Call Center Supervisor Resume

• Experience in managing a call center environment
• Career progression which demonstrates increasing levels of responsibility
• Experience working with commercial accounts, products and solutions
• Proven record in consistently exceeding sales goals
• Multi-task and manage changing priorities in a fast paced environment
• Demonstrated track record in delivering results toward assigned goals
• Experience with call center telephony and reporting platform

List of Typical Responsibilities For a Call Center Supervisor Resume

Responsibilities for sales call center supervisor resume.

• Strong interpersonal skills with the demonstrated ability to gain the confidence, respect and trust of senior executives, clients and staff  
• Effective follow-up and appropriate escalation skills
• Demonstrated communication skills, verbal, voice quality, diction, articulation, written and presentation
• Detail-oriented and strong time-management skills, ability to grasp complex material quickly
• Defuse escalated situations Excellent time management skills

Responsibilities For Call Center Supervisor, Account Services Resume

• Good analytical skills as well as the ability to think strategically
• Ensure that team members obtain the appropriate training and support to best apply their knowledge and skills on the job
• Superior ability to effectively communicate at all levels both verbally and in writing
• Prior experience in working collaboratively with other functional leaders to drive strategic initiatives and action plans
• Demonstrate ability to take ownership of customer issue and follow up with the customer to ensure successful resolution and positive experience
• Responsible for communicating call center metrics and results to the field effectively (either on the dental office or regional level)
• Experience so that every patient has a positive experience with their dental office
• Good communication skill to build relationship with costumer

Responsibilities For Clinical Call Center Supervisor Resume

• Remain knowledgeable and current regarding all company products and services to effectively support direct reports and customers
• Work effectively with fellow supervisors within the virtual community of centers to achieve the organization’s common goals and objectives
• Effectively evaluate complex information and make appropriate decisions
• Demonstrates good knowledge of Microsoft Office
• Exercise considerable judgment and discretion in establishing and maintaining strong partnering relationships with team members
• Demonstrate the ability to be flexible within changing environment
• Experience managing a contact center environment

Responsibilities For Appointment Scheduling Call Center Supervisor Resume

• Measures and demonstrates the group productivity as well as the individual’s reports related to customer outcomes
• Demonstrated proficiency in interpersonal communication techniques
• Intermediate level PC skill including Microsoft Outlook, Word, and Excel
• Use effective verbal and written communication to distribute the most current information to the team members
• Maintain a strong knowledge of products and services for customers that we are servicing
• Strong familiarity with call center metrics and scorecard

Responsibilities For Banking Call Center Supervisor Resume

• Result oriented, fast learner, proactive and good initiative
• Provide clear, effective, timely and constructive feedback to direct reports, peers and management
• Acts as the liaison between various teams; leads collaborative efforts and the exchange of information to improve our customers' experiences
• Excellent English language proficiency in both verbal and written communication
• Team Lead or Supervisor experience
• Plan and prioritize work tasks / functions
• Two years call center management experience

Responsibilities For IMS Help Desk Services Call Center Supervisor Resume

• Previous work experience in luxury/retail environment
• Three years call center management experience
• Leadership experience (supervisor, interim supervisor, or manager)
• Multi-task in an efficient, thorough and prioritized manner
• Total number of years’ experience in a given area - 1 to 3 years
• Customer service experience preferable
• Call center / customer service experience
• CSR experience

Responsibilities For Call Center Supervisor Workforce Management AM Resume

• Acting as an information source and answering lead or agent’s questions, assigning tasks, following up and giving instructions as needed
• Ensuring the team is meeting or exceeding all goals including service level, abandonment rate, quality and attendance
• Motivating, call monitoring, coaching and meeting all the requirements of MetLife’s Performance Management Process
• Monitoring and coaching employees on a weekly basis to ensure quality service is being provided to our customers
• Creating agent training plans when needed to ensure that the agent can be successful in obtaining goals set
• Building and maintaining a high performing team
• Coaching and mentoring employees as well as maintaining periodic performance reviews (30+ associates)

Responsibilities For Healthcare Call Center Supervisor Resume

• Working knowledge of PC’s including standard M/S Office suite of products
• Developing and driving improvement initiatives
• Reading and analyzing reports
• Understanding and enforcing the call center policy and procedures
• Working knowledge of California Labor Code and Employment Law

Responsibilities For Call Center Supervisor, Customer Service Resume

• Developing agent level developmental plans and action plans as appropriate
• Assisting in the formulation of targets for individuals and teams
• Training & Quality Assurance Staff
• Ensuring sustainable processes, scalability, and develop bench strength
• Answering day-to-day calls, gathers information, and transfers calls to the appropriate personnel
• Carries out supervision, coaching, call monitoring, training, reviewing and disciplining of all agents
• Creates an eff ective work environment by setting clear objectives, recognizing outstanding performance and maintaining open communication
• Build team of associates through conducting interviews, selecting candidates and making hiring decisions

Responsibilities For Medical Bill Review Call Center Supervisor Resume

• Responsible for the hiring, terminating, coaching, and providing of performance evaluations to Customer Service Representative Team members
• Supervises 3rd party client processes including scheduling , driver gate, dispatch monitoring, customer feedback, exceptions and routing processes
• Ensure building safety, checking doors are locked and employees are wearing appropriate building identification and their security badge
• Oversee call center staff and are responsible for assigning tasks, motivating and disciplining employees and assessing performance
• Communicate job expectations; planning, monitoring, appraising, and reviewing job contributions; adherence to script policies and procedures
• Manage daily production activities including identifying, troubleshooting, and solving production problems
• Responsible for the supervision of assigned call center staff. Assist with recruiting, training, coaching, retention, and leading monthly unit meetings
• Conducts on-going training and coaching with employees to improve quality of service

Related to Call Center Supervisor Resume Samples

Call center analyst resume sample, call center quality analyst resume sample, call center rep resume sample, center support resume sample, tech, tech support resume sample, expert support resume sample, resume builder.

Call Center Supervisor resume example

Behind every good call center is a supervisor who can motivate the team, train new representatives, handle complaints, and provide support.

If you’ve got what it takes to manage a team, your skills could be in high demand right now. Providing you can impress the recruiter first, that is.

To help you do this, we’ve put together the following step-by-step resume writing guide and call center supervisor resume example.

Resume templates 

Call Center Supervisor Resume Example

From the Call Center Supervisor resume example  above, you can see the kind of information your resume will need to include, and the layout you will need to create for an easy-reading experience.

The rest of this guide will show you how to apply this format to your own unique situation, and create a resume that will attract the best employers in your industry.

Call Center Supervisor resume layout and format

When it comes to holding the attention of recruiting managers, the format and layout of your resume play a key role.

Your resume needs to strike a perfect balance between looking awesome, and being easy for recruiters to read (which is not always easy to achieve)

Use the following formatting tips to get started.

Formatting your resume

• Length: To ensure that your resume gets proper attention from recruiters, it is best to keep it at 2 pages or less. Recruiters are often inundated with hundreds of resumes to review on a daily basis, so they want to read each one quickly as possible.
• Font & readability : Simplicity and a pleasant reading experience are crucial if you want to highlight your most valuable skills to recruiters. Use a clear font (avoid fancy ones) and break up the text in your resume with bullet points to ensure information can be easily consumed.
• Layout & Structure: When it comes to designing your resume, it’s essential to make it visually appealing, but it’s equally important not to overlook functionality. To achieve this, you should organize the page into clear sections using bold headings and borders.
• Photos: You are not obliged to add a photo to your resume in the USA, but it can be a nice way of adding some life to the document.

Quick tip: Achieving a professional look for your resume can be difficult and time-consuming. If you want to create an attractive resume quickly, try our quick-and-easy Resume Builder and use one of their eye-catching resume templates.

Resume layout

Organize the document into these sections when you write your resume .

• Name and contact details – Employers need to know how to get in touch with you – so list your email and cell phone number here.
• Resume summary – An intro paragraph at the top of the resume which summarizes your suitability for target jobs.
• Skills section – A bullet-pointed list of your most relevant skills and knowledge.
• Work experience – A list of your previous jobs (or at least the most relevant and recent ones)
• Education – Add academic and professional qualifications that prove you can carry out the job
• Additional info – If they are relevant to the jobs you are applying for, you can add an extra section for things like hobbies and interests.

Here’s what to include in each part of your resume.

Contact Details

Keep your contact details short to save resume space and include the following.

• Name and profession title
• Cell phone number
• Location – Add your local area such as Silicon Valley or New York , unless you are looking for work in a different location
• Email address – Keep it professional and don’t use an old address that you thought was cool in high school, but now looks a bit embarrassing.

You can add a link to your LinkedIn profile if you have one – you do not need to include personal details like date of birth or marital status.

Call Center Supervisor Resume Summary

Grab the attention of recruiters right away by including a compelling summary at the top of your resume that summarizes your most valuable skills and experience.

This brief yet impactful section enables you to demonstrate why you’re the best candidate for the job and convince recruiters to keep reading.

How to create a resume summary that will excite recruiters:

• Keep it short: To effectively capture a recruiter’s attention, it’s crucial to keep your resume summary brief and to the point, limiting it to 4-7 lines as this provides enough detail without overwhelming them at this early stage.
• Tailor to target jobs: To tailor your resume to your target jobs, it’s essential to closely analyze the job description and include as many relevant skills as possible.
• Avoid using cliches: You might be a “ highly motivated go-getter who thinks outside the box” but generic meaningless cliches like that don’t tell employers much about you – stick to factual information in your summary.

Call Center Supervisor resume summary example

What to include in your call center supervisor resume summary.

• Summary of your experience: Summarize the type of work you have done in the past and the ways in which you have contributed to the success of your previous employers.
• Relevant skills: Highlight your skills which are most relevant to Call Center Supervisor jobs, to ensure that recruiters see your most in-demand skills as soon as they open your resume.
• Qualifications: Showcase your level of education with a quick mention of any qualifications that are essential for the Call Center Supervisor roles you are applying to.

Quick tip: Choose from hundreds of pre-written summaries across all industries, and add one to your resume with one-click in our quick-and-easy Resume Builder . All written by recruitment experts and easily tailored to suit your unique skillset and style.

Core skills section

Sitting just underneath your resume summary, your core skills section gives recruiters 4-10 of your most in-demand skills in just a glance.

As Call Center Supervisor jobs may get hundreds of applications, this is a great way to stand out and quickly grab hiring managers’ attention.

It should be made up of 2-3 columns of bullet points and highlight attributes that are hyper-relevant to the jobs you are aiming for.

Best skills for your Call Center Supervisor resume

Team Leadership – Effectively leading and managing a team of call center agents, providing guidance, support, and feedback to drive performance and achieve goals.

Performance Management – Monitoring and evaluating individual and team performance metrics, identifying areas for improvement, and implementing strategies to optimize productivity and quality.

Call Monitoring and Coaching – Monitoring and evaluating live or recorded calls for adherence to scripts, quality standards, and customer service protocols, and providing constructive feedback and coaching to agents.

Conflict Resolution – Handling escalated customer complaints or conflicts, mediating disputes, and finding satisfactory resolutions while maintaining professionalism and customer satisfaction.

Data Analysis – Analyzing call center data and generating reports to identify trends, patterns, and areas for improvement, enabling data-driven decision-making.

Stakeholder Communication – Communicating effectively with agents, customers, and other stakeholders, conveying information clearly and professionally.

Training and Development – Designing and delivering training programs to onboard new agents and enhance the skills and knowledge of existing team members.

Technology Proficiency – Utilizing call center software, CRM systems, and telephony tools to effectively manage call queues, monitor agent performance, and track customer interactions.

Maintaining SLAs – Prioritizing tasks, handling multiple responsibilities, and ensuring smooth operations within established service level agreements.

Customer Focus – Providing excellent customer service and ensuring customer satisfaction by addressing inquiries, resolving issues, and maintaining a customer-centric approach within the call center team.

Quick tip: Our quick-and-easy Resume Builder contains thousands of in-demand skills for every profession that can be added to your resume in seconds – saving you time and greatly improving your chances of landing job interviews and getting hired.

Work experience

Now that you’ve reeled recruiters in with your awesome summary, it’s time to delve into your work experience.

Here you’ll list your previous jobs (starting with your most recent and working backward) and showcase how you apply your skills in the workplace.

Provide lots of detail in recent jobs , and less in older roles.

If you have no relevant paid experience, you can include voluntary work and placements – but if you have lots of experience, you can leave out some of the really old jobs.

Structuring your jobs

Without a good structure, your job description can look messy and overwhelming to anyone reading them.

Make it easy for recruiters to read your work experience by structuring your roles like this.

Job outline

Start with a 1-2 sentence outline of the role, summarizing what the goal of your position was, who you reported to (or managed) and the type of organization you worked for.

Key responsibilities

Next, write up a punchy list of your daily duties and responsibilities, using short bullet points.

Describe how you apply your skills and contribute to the running of the employer’s business – highlighting skills which are applicable to your target jobs.

Key achievements

Round off each job by adding some impressive achievements you made in the role.

Anything you’ve done that has made a big impact on your employer will make a good impression, think; generating revenue, saving costs, or improving a product.

Quantify your achievements with number where possible e.g. “reduced call wait time by 10%”

Example job for Call Center Supervisor resume

Oversee call center operations and ensure CSRs accomplish performance targets and deliver excellent service, for an organization that is committed to providing compassionate and culturally competent physical/behavioral health care to numerous U.S. communities.

Key Responsibilities

• Hire, supervise, and train reps to ensure they have the necessary skills and expertise to successfully execute their respective duties.
• Design various shift schedules and file acceptable attendance and punctuality records in secure databases.
• Set attainable goals and track KPIs such as call volume/duration, average handle time, first call resolution, and CSAT scores.
• Act as an ongoing point of reference in attending to escalated issues contact center personnel are unable to resolve.

Quick tip: Create impressive job descriptions easily in our quick-and-easy Resume Builder by adding pre-written job phrases for every industry and career stage.

Education section

Towards the bottom of your resume, add your education section.

Here you should list your professional qualifications and academic record, such as high school diplomas or college degrees.

If you have lots of work experience, you can keep this section brief (because recruiters will be more interested in your career. If you have little/no experience then you should bulk this section up with plenty of detail.

Additional information

The additional info section is optional but can be useful if you have anything else to add that could benefit your application.

For example, you may have some hobbies and interests that are relevant to your job – or you might have awards or publications to shout about.

Writing your own winning Call Center Supervisor resume

Writing a Call Center Supervisor resume can be challenging but following the steps above will ensure that you land plenty of interviews.

Good luck with your job search!

Virtual Tour

Experience University of Idaho with a virtual tour. Explore now

• Discover a Career
• Find a Major
• Experience U of I Life

More Resources

• Admitted Students
• International Students

Take Action

• Find Financial Aid
• View Deadlines
• Find Your Rep

Helping to ensure U of I is a safe and engaging place for students to learn and be successful. Read about Title IX.

Get Involved

• Clubs & Volunteer Opportunities
• Recreation and Wellbeing
• Student Government
• Student Sustainability Cooperative
• Academic Assistance
• Safety & Security

Career Services

• Health & Wellness Services
• Register for Classes
• Dates & Deadlines
• Financial Aid
• Sustainable Solutions
• U of I Library

• Upcoming Events

Review the events calendar.

Stay Connected

• Vandal Family Newsletter
• Here We Have Idaho Magazine
• Living on Campus
• Campus Safety
• About Moscow

The largest Vandal Family reunion of the year. Check dates.

Benefits and Services

• Vandal Voyagers Program
• Vandal License Plate
• Submit Class Notes
• Make a Gift
• View Events
• Alumni Chapters
• University Magazine
• Alumni Newsletter

U of I's web-based retention and advising tool provides an efficient way to guide and support students on their road to graduation. Login to VandalStar.

Common Tools

• Administrative Procedures Manual (APM)
• Class Schedule
• OIT Tech Support
• Academic Dates & Deadlines
• U of I Retirees Association
• Faculty Senate
• Staff Council

Idaho Student Union Building, Vandal Success Center, 3rd Floor

875 Perimeter Drive MS 2534 Moscow, ID 83844-2534 Fall & Spring Semester Hours: (M-F from 8 a.m.-5 p.m.) Fall & Spring Semester Drop-in Hours: (M-F from 11 a.m-1 p.m.) In-Person Drop-ins - Stop by the Vandal Success Center desk to get started (ISUB 3rd Floor) Summer Hours: (M-F from 7:30 a.m.-4:30 p.m.) No drop-in hours are offered at this time - we encourage appointments For students: to schedule an appointment please visit VandalStar .   For alumni: please call or email the office to schedule an appointment.

Phone: 208-885-6121

Fax: 208-885-2816

Email: [email protected]

Resumes and CVs

Explore our Resume Guide:

• Tips for creating or improving your resume
• Tailor your resume to be a perfect fit for a particular opportunity
• Use our checklist to ensure your resume includes all relevant information

• First Year Student pdf
• College of Agricultural and Life Sciences pdf
• College of Art and Architecture pdf
• College of Business and Economics pdf
• College of Education, Health and Human Sciences pdf
• College of Engineering pdf
• College of Letters Arts and Social Sciences pdf
• College of Natural Resources pdf
• College of Science pdf
• 500+ Resume Action Verbs pdf

CV vs. resume — what's the difference?

Both a resume and CV (curriculum vitae) are documents that outline your education, experience and skills. However, they differ in their purpose and layout.

• When applying to a job in the U.S., a resume is almost always the preferred document.
• In many other countries, a resume is known as a CV. However, the term CV refers to a different document in the U.S.
• In the U.S., CVs are most commonly used in academic environments, such as when applying to graduate school, jobs in academia or research positions.
• CVs are more detailed than resumes and may be many pages long, while resumes are concise, usually only 1-2 pages in length.
• CVs include more details on academic accomplishments including research, publications and teaching, while resumes focus on work experiences, education and skills.

What should I include in a CV?

*Note - for details about what to include in a resume, see our Vandal Resume Guide (PDF) .

Possible categories to include in your CV:

• Education and training
• Research experiences
• Teaching experiences
• Work experiences and internships
• Projects, works, exhibitions and performances
• Certificates, licenses and credentials
• Publications (authored or contributed to)
• Conferences and workshops (attended or presented)
• Fellowships, grants or other funding
• Advising/mentoring
• Skills such as languages, technical, computer
• Service, volunteerism and leadership
• Areas of knowledge, expertise or research interest
• Awards and accomplishments
• Affiliations or memberships

CV Example (PDF)

Download Adobe Reader