Call Center Supervisor resume example with 14+ years of experience
JessicaClaire
Montgomery Street, San Francisco, CA94105609 Johnson Ave., 49204, Tulsa, OK
Home: (555) 432-1000
Cell:
resumesample@example.com
Professional Summary
Proactive Call Center Supervisor bringing excellent leadership skills and capability to help staff meet and exceed customer expectations. Equipped to train, monitor and manage high-performance teams in fast-paced environments. Personable and decisive with expertise in diplomatic conflict resolution and consumer behavior.
Skills
Exceptional verbal, written, and presentation skills
KPI Accountability
Positive Reinforcement
Private and Secure Workspace
Time management
Multitasking
Microsoft Office
Conflict Resolution
Financial Services
Customer service
Payment processing
Contact Center
Quality assurance
Technical support
Zendesk
Salesforce
GSuite
Information Tracking
Team Leadership
Schedule Coordination
Employee Coaching
New Hire Orientation
Work History
Call Center Supervisor, 08/2020 to Current Consolidated Communications – Peterborough, NH,
Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
Oversaw employee performance to foster accurate prioritization and achievement of sales and productivity goals.
Reduced personnel turnover by developing and implementing performance evaluations to support corrective action planning.
Increased customer satisfaction through managing and scheduling agents to handle all customer projects quickly and efficiently.
Directed call center traffic, paying attention to phone queues, and directing agents on their calls, chats, emails.
Provided weekly coaching sessions to team members on performance issues and customer reviews.
Met with team weekly on upcoming changes, current changes, and team attendance.
Assessed personnel performance and implemented incentives and team-building events to boost morale.
Created team rotations to man center effectively during peak hours.
Helped employees with day-to-day work and complex problems by applying motivational and analytical strategies.
Maintained accurate, current and compliant financial records by monitoring and addressing variances.
Minimized workflow issues by cross-training staff on technical procedures, protocols and customer service practices.
Call Center Supervisor, 01/2017 to Current Consolidated Communications – Taylorville, IL,
Improved organizational efficiency by effectively recruiting new hires and supporting management with personnel decisions.
Reduced personnel turnover by developing and implementing performance evaluations to support corrective action planning.
Created team rotations to man center effectively during peak hours.
Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
Trained team members on performance metrics and consumer behavior identification.
Collaborated with training team to maintain Apple product support and certification training initiatives.
Developed work schedules and assign duties to direct report personnel to ensure efficiency.
Assisted direct reports with escalated issues or cases as needed.
Performed operational tasks to assure project and program service level requirements and goals are met.
Assumed leadership responsibility for departmental tasks and contact center activities as required.
Discussed job performance concerns with employees to identify causes and issues and work closely with the Human Resources on resolving problems.
Oversaw employee performance to foster accurate prioritization and achievement of sales and productivity goals.
Supervised employee interactions with clients' end users to ensure a positive customer experience during every interaction.
Educated clients on call center business processes and procedures.
Analyzed trends and organized adequate support efforts.
Helped to develop and implement department service standards.
Senior Mobile App Developer, 01/2017 to Current Cleveland Clinic – Newbury, OH,
Created, coded, and published Kinder Dictionary/Kinder Chat/Kinder Chat Parent.
Modified existing iOS & Android software to correct coding errors, upgrade interfaces, and improve overall performance.
Client Services Supervisor, 01/2007 to 12/2019 Cb Richard Ellis – Penns Grove, NJ,
Developed reports by compiling summaries for earnings, taxes, deductions, nontaxable wages, disability and leave.
Directed meetings weekly between payroll, accounting and HR managers to identify and alleviate ongoing HR related issues.
Updated employee files with new details such as changes in address or salary levels.
Approved Timesheets for employees to show earned hours.
Maintained employee privacy and protected payroll operations by keeping all information confidential.
Provided support and identify training needs and development opportunities, through weekly coaching sessions with direct reports.
Interviewed and recommended hiring and promotion of contact center staff, through partnering with Human Resources.
Participated in meetings and recommend changes to policies and procedures.
Connected with clients through consultative sales strategies to understand and address requirements.
Coordinated client meetings to offer expert, individualized service, driving sales and boosting brand loyalty.
Conferred with customers about concerns with products or services to resolve problems and drive sales.
Education
Bachelor of Science: Business, Human Resource Management, Expected in 05/2013 University of Phoenix - Tempe, AZ GPA:
Majored in Business/HR
Certificate: Phlebotomy, Expected in 01/2000 Navicent Health Baldwin - Milledgeville, GA, GPA:
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