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Call Center Supervisor Resume Example

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CALL CENTER SUPERVISOR
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
Call Center Supervisor, 08/2020 to Current
Company Name – City, State
  • 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.
Senior Mobile App Developer, 01/2017 to Current
Company Name – City, State
  • 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.
Remote Manager, 07/2014 to Current
Company Name – City, State
  • 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.
Human Resource Manager, 04/2009 to 12/2019
Company Name – City, State
  • 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
Bachelor of Science: Business, Human Resource Management, 05/2013
University of Phoenix - City, State
  • Majored in Business/HR
Certificate: Phlebotomy, 01/2000
Navicent Health Baldwin - City
MBA: Business Administration, 05/2016
Kaplan University - City
Accomplishments
  • 2020 Kapla Leadership Award Recipient
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Resume Overview

School Attended

  • University of Phoenix
  • Navicent Health Baldwin
  • Kaplan University

Job Titles Held:

  • Call Center Supervisor
  • Senior Mobile App Developer
  • Remote Manager
  • Human Resource Manager

Degrees

  • Bachelor of Science : Business, Human Resource Management , 05/2013
    Certificate : Phlebotomy , 01/2000
    MBA : Business Administration , 05/2016

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