Call Center Supervisor resume example with 12+ years of experience
JessicaClaire
Montgomery Street, San Francisco, CA94105(555) 432-1000, resumesample@example.com
Professional Summary
Insightful Manager with experience directing and improving operations through effective employee motivational strategies and strong policy enforcement. Proficient in best practices, market trends and regulatory requirements of Call Center/Contact Center operations. Talented leader with analytical approach to business planning and day-to-day problem-solving.
Skills
Exceptional communication skills
KPI Accountability
Positive Reinforcement
Private and Secure Workspace
First Call resolution
Microsoft Office
Conflict Resolution
Financial Services
Customer service
Payment processing
Contact Center
Quality assurance
Technical support
Zendesk
Salesforce
Payroll
Planning
Staffing
Budgetting
Scheduling
Advanced project planning skills
Expert analytical skills
Problem-solving skills
Work History
08/2020 to CurrentCall Center SupervisorColorado Springs Utilities | Colorado Springs, CO,
Reduced downtime to support quality control, boost revenue and complete projects on time and under budget.
Minimized process lags through operations protocols and client account management training.
Handled advanced issues with calm, knowledgeable and professional approach.
Motivated employees to increase productivity and maximize service quality with hands-on leadership style.
Responded to team support questions quickly to maintain call center efficiency.
Adhered to company policies and scripts to consistently achieve call-time and quality standards.
Enhanced productivity by staying on top of call scripts and maintaining control over direction of conversations.
Assisted team leaders by providing agent status and performance reports to provide information on areas for improvement.
Worked on complex issues where analysis of situations or data requires in-depth knowledge of the company.
Negotiated with agents and management by influencing senior level leaders regarding matters of significance tot he organization.
Acts as advisor to subordinate employees, customers and/or functional peer group managers.
Oversaw the daily operations of a contact center team to ensure performance metrics are met.
Monitors performance goals and objectives for the contact center staff and complete daily and weekly reports.
01/2017 to CurrentSenior Mobile App DeveloperCleveland Clinic | South Russell, 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.
07/2014 to CurrentRemote ManagerMaximus, Inc. | Eugene, OR,
Maintains up-to-date knowledge of all contact center programs and systems.
Serves as facilitator and team leader.
Performs quality assurance on work of team members.
Skilled in handling challenging communications from a diverse team of customers and senior advisors.
Tracks and documents all inquiries using applicable systems.
Handles escalated calls, including complaints.
Met QA and other kpi metrics.
Works closely with Call Center Supervisor in resolving difficult interactions.
Addresses inadequate quality issues with Supervisory team in relation to reviews and corrections of calls monitored.
04/2009 to 12/2019Human Resource ManagerEnvista | Dallas, TX,
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.
Processed payrolls on both daily and weekly basis for more than 300 employees nationally.
Performed entry-level and advanced clerical duties requiring knowledge and the application of various work methods and procedures.
Performed repetitive clerical steps such as documentation verification,
Managed inbound/outbound calls and emails to communicate with employees and customers.
Developed, recommended changes, and executed policies and procedures.
Identified and resolved issues, problems, and concerns by leading cooperative effort of team.
Interacted with different levels of external and internal customers.
Followed programs closely to assess effectiveness and make proactive changes to meet changing demands.
Liaised between multiple business divisions to improve communications.
Education
Expected in 05/2013Bachelor of Science | Business, Human Resource ManagementUniversity of Phoenix, Tempe, AZGPA:
Majored in Business/HR
Expected in 01/2000Certificate | PhlebotomyNavicent Health Baldwin, Milledgeville, GA, GPA:
Expected in 05/2016MBA | Business AdministrationKaplan University, Atlanta, GA, GPA:
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