call center director of operations resume example

Supervise activities and work volume of call center representatives and Call Center Management team

• Manage call center , inbound calls to exceed 2500 calls per day in excess of 95 employees
• Effectively communicate corporate and business expectations to team members
• Monitor staff levels and liaise with management teams regarding adjustments required
• Responsible for training new hires, management and intake staff
• Monitor calls and metrics, provide coaching and feedback
• Consistently meet and exceed personal and company set intake quotas monthly
• Professionally handle escalated calls from irate customers and resolve issues/complaints
• Use various tracking reports to assess representatives' performance metrics
• Plan and conduct effective development sessions with both management and representatives that help drive results and expected behaviors
• Manage call volumes
• Participate and conduct week over week conference calls with upper management
• Boosted brand awareness, implemented promotional campaigns
• Created and executed reorganization plan, training and development programs and implemented process improvements.
• Documented customer interactions using SalesForce to capture data in processing system.
• Served as liaison for company, clients and referred prospects regarding inquiries, issues, and customer relations.
• Attended advanced training sessions and conferences to increase product knowledge and productivity.

• Managed 4 supervisors and 50+ agents in inbound/outbound call center that averaged 25000 calls daily
• Created incentive plans to increase performance and employee satisfaction which led to matching increasing by 30%
• Analyzed data in order to identify areas of service improvement; achieved weekly and monthly quotas
• Hired, coached, trained, counseled, monitored and provided constructive feedback and guidance to agents on on-going basis to maximize performance
• Generated daily, weekly and monthly reports; foster competitive spirit amongst teams
• Monitored calls regularly to ensure that all calls were in accordance with guidelines of companies’ code of conduct.
• Completed objective and relevant performance; completed appraisal reviews quarterly and yearly.
• Identified and provided opportunities for agents to increase their knowledge, skills and abilities in order to increase effectiveness of departments
• Monitored operations and initiated corrective actions for deviations
• Encouraged and promoted continuous improvement environment
• Limited customer cancellation – heavy emphasis on customer retention
• Developed and retained supervisors and create succession plans for direct report
• Met with CEO on weekly/monthly basis to discuss performance metrics (KPI’s); budget and service