Call Center Manager Resume Example BI Worldwide

CALL CENTER MANAGER

Accomplishments

Member of the implementation team for ISO 9001 (BI) Recipient of the Guy Schoenecker National Quality Award in 1997 (BI) Associate of the Month in October 1999 and February 2012 (BI) Leader of the Pack in May of 2001 (BI).

Professional Summary

Friendly and enthusiastic Team Manager with 24 years of specialization in Call Centers. Able to learn new tasks quickly and proficient in growing key customer relationships. Represent establishment with friendly, professional demeanor at all times.

Skills

Microsoft Office, Word, Excel, PowerPoint, Visio, Access, Windows 2010, Oracle, and PeopleSoft. Excellent oral and written communications skills Extensive customer relation skills Outstanding interpersonal skills

Work History

Call Center Manager, 08/1996 to Current
BI Worldwide – Eden Valley, MN

Managing and developing a team of 20-75 phone associates responsible for answering inbound customer service calls related to client specific programs or orders.
Positions includes hiring, scheduling, staffing, payroll, coaching, monitoring, training of associates on varying work types, creating all training materials which would include, program rules, scripting, and certification quizzes.
Conducted interviews, prepared and delivered performance evaluations including disciplinary actions.
Monitoring inbound and outbound call volumes and percent answered to reach client and department service goals, forecasting anticipated daily call volume and staffing appropriately.
Conduct regular monitoring sessions involving direct client contact, addressing and resolving new and existing client concerns and client visits.
Responsible for corporate and facility improvements, and ongoing participation on quality and process improvement teams.
Review all new program Sold-Grams involving the call center.
Processing department billing and revenue report using the internal cost system and billing reports.
Maintaining active documentation for inbound and outbound programs and attending delivery meetings.
Reviewing and approving all program rules, scripts and training materials before program launch.
Confirm program access for all associates and that program screens are completed and functional.
Coordinate and complete training for the associate.
Manage 2 Front Desk associates responsible for answering all calls for both our Edina and Eden Valley facility's and oversee day to day operations of the Front Desk.
Initiated operations improvements to improve overall call center productivity.
Oversaw call center employees to ensure customer satisfaction goals were consistently met.
Managed call center from initial start-up to full operational status.
Improved call center functionality and service capacity by resolving customer complaints efficiently and quickly.
Improved call center functionality and service capacity by resolving customer complaints efficiently and quickly.
Developed all process controls and metrics for daily management of the Call Center.
Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.
Analyzed call volume and average call time to monitor Customer Service Representative performance and productivity.
Managed high call volume with tact and professionalism.

Customer Contact Center Coordinator, 08/2009 to 05/2010
St Cloud Hospital – St Cloud, MN

Responsible for the overall management of voice communications, long distance carrier, working with different vendors, the switchboard, answering service, pagers, radios, and cellular telephones.
Responsible for managing and developing a team of 23 operators.
Interviews, selects/hires and coordinates orientation in order to develop qualified personnel.
Responsible for ensuring performance evaluations are done on time and provides feedback to staff as appropriate.
Handles all day to day functions with in the call center.
Responsible for budgets for the call center and revenue produced from physician answering services.
Initiated operations improvements to improve overall call center productivity.
Oversaw call center employees to ensure customer satisfaction goals were consistently met.
Managed call center from initial start-up to full operational status.
Improved call center functionality and service capacity by resolving customer complaints efficiently and quickly.
Developed all process controls and metrics for daily management of the Call Center.
Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.
Analyzed call volume and average call time to monitor Customer Service Representative performance and productivity.
Managed high call volume with tact and professionalism.

Team Leader, 01/1990 to 01/1996
Fingerhut Corporation – St Cloud, MN

Responsible for a team of 20-30 telephone operators answering inbound customer service calls related to mail order merchandise.
Responsible for conducting entry level interviews, coaching, monitoring, training associates on new work types, writing annual and close out reviews, and completing formal disciplinary actions.
Position included handling escalated customer calls, answering general business application inquires, monitoring inbound call volumes and percent answered to reach company service goals.
In the fall of 1995 worked on a team of managers responsible for opening and operation of a new call center.

Education

High School Diploma: 1989
St Cloud Beauty College - St Cloud, MN
Penn Foster Online Classes Medical Coding and Billing Courses included Medical Terminology, ICD-9 codes and CPT codes.

High School Diploma: Rocori High School -
General Studies

Certifications

Eucharistic Minister as of April 2003 St Boniface Parish Council Member from September 2010 to May 2013

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Call Center Manager Resume Example

Resume Score: 70%