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Call Center Manager Sample
Download and customize our resume template to land more interviews. Review our writing tips to learn everything you need to know for putting together the perfect resume.
A Call Center Manager manages call center operations and teams. Below is a general job description from Payscale:
A call center manager is responsible for ensuring their organization's call center operates effectively and efficiently at all times. They must maintain a high level of customer satisfaction, and the ability to maintain a positive, professional attitude with customers and colleagues is essential. A call center manager is responsible for training, scheduling and leading their customer service team, as well as overseeing strategies for inbound and outbound calls. Most call center managers must be capable of using particular software programs, as well as possess the ability to type and run various company reports. They oversee their call center's statistics and take proactive and reactive steps to improve those statistics as needed. Additionally, they help provide guidance and training to employees to improve performance.
Expert Tip
You should never use a creative resume
Many job seekers think that an eye-catching resume template will help them stand out to hiring managers and increase their chances of landing an interview. This is a myth put out by resume builders that value design over content.
The truth is that most hiring managers prefer a traditional resume format.
Creative resume templates, like the one pictured here, can actually hurt your chances of landing an interview. Instead, you should use a basic resume format that quickly communicates your basic information and qualifications–like the one included below.
Call Center Manager resume (text format)
How confident are you feeling about your resume? If you need more help, you can always refer to the following resume sample for a position.
Name
Title
City, State or Country if international
Phone | Email
LinkedIn URL
CALL CENTER MANAGER PROFESSIONAL
Talented Customer Service Manager highly regarded for improving team performance on customer service metrics and SLA delivery. Able to motivate teams and coach underperforming individuals into management potential. Proactive, energetic and a master troubleshooter with a sharp focus on developing and implementing process improvements to drive company growth and technical innovation. Excellent interpersonal and communication skills, a strong work ethic and the ability to effectively handle pressure without compromising quality service.
CORE COMPETENCIES
Customer Service
De-escalations
Performance Management
Technical Expertise
Sales
Team Leader
Training/User Training
Coaching
Team Collaboration
PROFESSIONAL EXPERIENCE
Call Center Manager
ZipJob, New York NY | Year to Year
Responsibilities
Improved team performance by XX% on all customer feedback surveys.
Achieved a XX% adherence to a corporate SLA of XX to close all tickets.
Reduced average call time to XX seconds for XX calls per hour.
Managed a team of XX customer service employees, decreasing staff turnover by XX% with improved morale.
Generated detailed reports of call handling and ticket closures for use by senior leadership to determine staffing requirements.
Ensured quick and successful problem resolution by phone and email for all employees across XX States.
Increased end user efficiency by providing software installation, hardware configuration, and application support.
Document troubleshooting steps taken and provide information to 2nd level support when needed.
Founded and published company bi-weekly newsletter.
Closed more than 10,000 helpdesk tickets involving over 350 unique applications
Greatly increased end user productivity by decreasing down time by over 30%
Promoted to Technical Customer Service Representative due to my exemplary performance reviews, top customer service and technical skills
Trained and mentored new employees with corporate infrastructure and helped build their expertise of how to use the core systems within the field
Improved stability and performance of system and networks
Met company objectives in managing over xxx support calls per day under strict time constraints
Provided Tier 1 and 2 help desk troubleshooting assistance, using Track-IT software for ticket logging
Technology Supported: List all hardware, network, application, peripherals, and software utilized.
Tier 2 Network Operations Center Technician
ZipJob, New York NY | Year to Year
Responsibilities
Resolved escalated calls from Level 1 support group and addressed WAN and Wi-Fi network outages.
Programmed routers, switches, gateways and Wi-Fi equipment for on-site technicians.
Designed and installed Wi-Fi networks at customer facilities.
Researched and developed custom software to run on third party equipment, maximizing system up-time.
EDUCATION
Complete School Name, City, St/Country: List Graduation Years If Within the Last Ten Years
Complete Degree Name (Candidate) – Major (GPA: List if over 3.3)
Relevant Coursework: List coursework taken (even include those you are planning on taking)
Awards/Honors: List any awards, honors or big achievements
Clubs/Activities: List clubs and activities in which you participated
Relevant Projects: List 2-3 projects you have worked on
Everything you need to write your call center manager resume
Now that you’ve seen an example of a job winning Call Center Manager resume, here are some tips to help you write your own. You should always begin with a summary section. Remember to use basic formatting with clear section headings and a traditional layout. Finally, be sure to include top skills throughout your resume. We’ve included several examples common for Call Center Manager below.
Let’s start with your resume summary section.
1. Summary
The resume summary replaces the out-of-date resume objective. A summary outlines the most impressive parts of your resume for easy recall by your potential employer, while also serving to fill in personal qualities that may not appear elsewhere on the page. Remember that summaries are short and consist of pithy sentence fragments! You can check out the Call Center Manager resume example for more information!
Expert Tip
Always start with your most recent positions at the top of your resume. This is called reverse-chronological format, and keeps your most relevant information easy for hiring managers to review.
2. Formatting
Our experts recommend you start your resume with a resume summary, like the one above. Other common sections are Work Experience, Education, and either Skills or Core Competencies. Here are some guides from our blog to help you write these sections:
Some resumes will include other sections, such as Volunteer Experience or Technical Skills. When it comes to what sections you need to include on your resume, you will know best!
Other sections for you to consider including are foreign language skills, awards and honors, certifications, and speaking engagements. These could all be relevant sections for your resume.
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3. Appropriate skills
Your resume should include all your skills that are relevant to your target job. Skills include both hard skills and soft skills. Hard skills are the technical know-how you need to complete a job, such as data analysis or HTML. You can include hard skills in your core competencies section. Soft skills are harder to quantify, so they require more information to explain your aptitude. Some top soft skill examples include communication, problem solving, and emotional intelligence. Use several examples of how you use your key soft skills throughout your work history, profile summary, and resume title.
4. Experience section
Your Work Experience section should make up the bulk of your resume. This section should include your relevant job titles, companies that employed you, and the dates you were employed.
Your Work Experience section should make up the bulk of your resume. This section should include your relevant job titles, companies that employed you, and the dates you were employed. Most people will finish this section by listing daily duties in short bullet points. Don't be one of them! To make your resume stand out, you need to add your accomplishments and key skills to your resume's Work Experience section. Here are three tips from our experts:
Use the STAR method to describe a situation, task, action, and result. This is adapted from a behavioral interview technique, so interviewers will recognize the format. it's also a great chance for you to organize your key accomplishments.
Don't forget about LinkedIn! The majority of employers are going to look you up on LinkedIn, so it's smart to make sure your LInkedIn profile is up to date and include your URL in your resume's contact section.
Always include a cover letter. Not everyone will bother, so it helps you look like a serious job applicant. It's also your chance to introduce yourself: who you are, why you're applying for this job, and how you want to proceed.
Let’s wrap it up!
Standout resumes will include a resume summary, a traditional reverse-chronological layout, and the skills and experience relevant to your job target. This resume example shows how to include those elements on a page. It’s up to you to insert your personal compelling qualifications.
Keep your resume format easy to scan by both humans and computers; our resume template is designed by our experts to satisfy both audiences. And be sure to include your own skills, achievements, and experiences. Job-winning resumes are resumes that successfully market you, leading recruiters and hiring managers to want to learn more!
Finally, emphasize your interest with a customized cover letter. When writing, remember that the resume and cover letter should support each other. Check out our cover letter tips and examples for more advice.
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