Call Center Manager Resume Example
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CALL CENTER MANAGER
Professional Overview
Professional with several years of supervisory experience, 14 plus years of experience conducting psychiatric evaluations (crisis), phone intake, therapy, social and human services, education, program and project management, staff development, in-services training and administration, and community outreach. My trainings include Motivational Interviewing, Domestic Violence, DBT, Crisis Training, Suicide Intervention, and TEACCH.
Summary of Skills
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Education
Point Park University1999BA: PsychologyPsychology
Argosy UniversityMasters: Forensic PsychologyForensic Psychology
Professional Experience
Company NameMarch 2015 to June 2015Call Center Manager
- Operations/ Quality Assurance and Training Performs all steps necessary relative to hiring, evaluating, coaching, promoting, disciplining and terminating all employees in accordance with established HR policies.
- Coordinates and implements projects.
- Provides high level administrative support for the department.
- Oversees daily operations.
- Develops, coordinates and monitors programs and services by supervising, facilitating and training staff.
- Creates employee schedules to accommodate network obligations and peak call times.
- Manages resources including supplies and equipment.
- Handles escalated/VIP calls received by the department.
- Develops policies and procedures to facilitate efficiency and quality customer service.
- Creates scripting for staff as required.
Edited manual on training
Company NameJanuary 2010 to March 2015Therapeutic Staff Support staff, Behavioral Support
- Assisted with social skills group Assisted with life skills Assisted in making social stories and visual schedules Provides education and support to family Manage crisis intervention with staff One on one in the classroom assisting with academics and behavior.
- Create visual aides and schedules Work with children with various abilities from the ages of 3 to 19.
- Instructional Planning - review activities; organize materials Instructional Management - manage activities; implement review procedures; implement monitoring procedures Organizational Skills - relate to students, use effective interpersonal skills, participate effectively as a multidisciplinary team member; document activities, contribute to the smooth operation of The Education Center, adhere to safety and health procedures Skill Development - participate actively in the supervisory process; engage in skill development activities.
October 2002 to January 2012Clinician Evaluator I/Clinician Evaluator II
- On-site supervisor overseeing daily functions
- Completes staff performance reviews, and staff development
- Performed in-service presentations to share knowledge with colleagues.
- Development and implementation of orientation
- Completes consumer/family branching assessment
- Provides staff with real time feedback and coaching
- Provides follow up services to consumers
- Meets standards for documentation and completes all required paperwork
- Performs in accordance with system-wide competencies/behaviors
- Participates in interdisciplinary activities
- Manages Payroll through the Kronos system
- Public speaking at conferences Completes employee schedule
- Assist in developing policy and procedures for the department
- Assisted in developing all new staff orientations
- Problem solving and complaint resolution Strong customer service skills Prepared employee schedules Clinician Evaluator II/
- clinician Evaluator 1- 2002-2012 Provided outreach and crisis intervention.
- Provided psychiatric evaluations to patients to determine level of care.
- Assisted clients with accessing community resources.
- Conducted and provided outreach and home visit services for project participants.
- Provided assistance as needed at shelter for battered women.
- Easily establish rapport with people of all ages, cultures, and beliefs.
- Assisted low-income families dealing with psychosocial issues and advocated their needs to appropriate agencies or staff for further assistance.
- Responsible for investigating allegations of child abuse, neglect and sexual abuse.
- Provided individual counseling to children, adolescents, and adults with varied issues.
- Documented all employees' training, establishing acceptance of new methods and standards.
- Developed, evaluated, and conducted training programs.
- Guided new employee orientations and supervised employee training.
- Committed to the training and development of employees.
- Accepted increasing responsibility demonstrating flexibility and ability to learn quickly.
- Committees: Professional Practice Counsel Super user Psych-Consult.
Skills
Administrative support, provided direct supervision, coaching, interpersonal skills, counseling, crisis intervention, documentation, employee training, hiring, Organizational Skills, completed performance reviews, developing policy, Problem solving, Public speaking, Quality Assurance, staff development,developed training programs
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Resume Overview
School Attended
- Point Park University
- Argosy University
Job Titles Held:
- Call Center Manager
- Therapeutic Staff Support staff, Behavioral Support
- Clinician Evaluator I/Clinician Evaluator II
Degrees
- BA : Psychology
Masters : Forensic Psychology
