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Call Center Operations Manager Resume Example

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CALL CENTER OPERATIONS MANAGER
Summary

  • [Job Title] focused on developing efficient processes using knowledge of SAP, employee relations, training and development and auditing.
  • Human resources coordination and management professional offering a strong background in employee training and development, new hire orientations and employee relations.
  • [Job Title] bringing extensive experience in technical and consultative support for training design, development and recruitment areas.
  • Dependable and resourceful Corporate Trainer and Instructional Designer adept at organizing and facilitating management and team building training programs.
  • [Job Title] focused on developing and implementing process controls and quality improvement initiatives that reduce costs and increase company revenue.
  • High-achieving management professional possessing excellent communication, organizational and analytical capabilities. Devises innovative solutions to resolve business and technology challenges.
  • Highly skilled Project Manager with more than [Number] years working in cross-functional environments in the U.S. and abroad. Exceptional written and oral communication skills.
  • Technical support professional with extensive IT background. Enjoys troubleshooting to find solutions to technical issues.
  • Technical Customer Service Specialist with a vast knowledge of web applications, software and framework seeking to assist clients in all troubleshooting endeavors.
Highlights
  • SAP
  • Employee training and development
  • Process development
  • Business process improvement
  • Functional requirements
  • Business requirements matrixes
  • Requirements gathering
  • Superb communication skills
  • Procedure development

  • Performance metrics
  • Detail-oriented
  • Exceptional communicator
  • Strategic thinker
  • Training and development
Accomplishments

Requirements Analysis 

  • Completed business requirements analysis including the evaluation of systems specifications for client Web site two weeks ahead of deadline.

Strategy and Planning 

  • Developed and communicated Web site usage, security policies and standards to all users.
  • Established policies and procedures for publishing Web pages and applications in conjunction with content creators and sales staff.

Leadership

  • Served as leader of design team.

Quality Assurance

  • Streamlined QA process to increase efficiency and reduce new product rollout time by one week.

IT Training 

  • Successfully trained 25 employees to use new operating system.

Operational Management 

  • Identified, recommended and prioritized new Web features and applications in conjunction with business leaders and department managers.
  • Developed, coded, installed, tested, debugged and documented Web applications using appropriate editors.

Reduced processing time by [Number]%.Managed the training for the SAP implementation for a $[Amount] business unit.Developed departmental handbooks that presented criteria on how to navigate various departments.Created critical KPIs to track and improve on-time delivery, customer issues and safety statistics.

Experience
Call Center Operations Manager, 07/2007 to 06/2014Northern Safety & Industrial － Frankfort, NY
  • In charge of strategic planning, development, staffing, management and financial performance of 2 national call centers supporting 80% of the company's total sales.
  • Direct all call center functions involving customer experience, manage daily operations, establish work priorities while meeting cost, productivity, quality and service level goals.
  • Ongoing collaboration with other departments such as Purchasing to ensure impacts to the customer experience are managed effectively due to backorders and drop ship extended lead times.
  • Business Process Owner and Subject Matter Expert for ERP system (SAP) implementation.
  • Functional knowledge of Materials Management and Sales & Distribution modules in SAP.
  • Developed and executed Data Cleansing team saving the company $200,000 annually in marketing costs.
  • Implemented a call quality recognition program measurably improving overall department call quality results.
  • Established processing quality review program which decreased returns from 2% to 1.7% thru minimizing order entry errors.
  • Created Key Performance Indicators to benchmark average ACD time, average ACW time, availability % and accuracy.
Training Manager, 04/2000 to 07/2007The Hartford － New Hartford, NY
  • Developed training strategies by working closely with Sr.
  • management to identify short and long term staff requirements.
  • Researched and evaluated value of new techniques/industry trends related to training and development.
  • Led cross-organization project to create a process for Front-Line Leader Development; Linked hiring, on-boarding, key competencies, performance reviews and training tracking.
  • Led cross functional teams to develop operations "best practices" across 3 call center locations.
  • Managed staff of seven training professionals responsible for assessing training needs, and designing and delivering training solutions that produced measurable results to the employees and organization.
  • Managed development and delivery of approximately 20 classroom sessions, 90 webinars, and 175 e-learning module completions per year.
  • Designed and implemented e-learning strategies for distributed workforce.
Commercial Lines Underwriter, 03/1996 to 04/2000The Hartford － New Hartford, NY
  • The Hartford Analyzed Commercial Property and Casualty lines of business to determine acceptability and to control, restrict, or decline coverage, according to company guidelines.
  • Kept current with changing policies, rates, and procedures, explaining coverage, rules, forms, and decisions to agents, staff, and insured.
  • Held Property & Casualty licenses in 48 states including New York.
  • Developed detailed business plans for key agents and continuously monitored progress towards agency goals.
Education
High School Diploma:Business Administration,1991Herkimer County Community College － Herkimer, NY
Skills

ACD, agency, business plans, Business Process, call center, delivery, designing, ERP, financial, forms, Functional, hiring, marketing, Materials Management, order entry, performance reviews, policies, progress, Purchasing, quality, Sales, SAP, staffing, strategic planning

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Resume Overview

Companies Worked For:

  • Northern Safety & Industrial
  • The Hartford

School Attended

  • Herkimer County Community College

Job Titles Held:

  • Call Center Operations Manager
  • Training Manager
  • Commercial Lines Underwriter

Degrees

  • High School Diploma : Business Administration , 1991

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