contact center manager resume example with 3+ years of experience
Jessica
Claire
resumesample@example.com
(555) 432-1000,
, , 100 Montgomery St. 10th Floor
:
Summary
Veteran call center professional with a history of directing up to 120 employees in call center environments. Hardworking leader with over 10 years of customer service experience. Desiring to dedicate knowledge and abilities to a dynamic role with with long-term potential.
Skills
Performance Monitoring
Administrative Management
Multitasking and Prioritization
Customer Data Confidentiality
Efficient and Detail-Oriented
Employee Motivation
Focus and Follow-Through
Issue and Complaint Resolution
Education and Training
Jefferson CountyDubois, Reynoldsville, PAExpected in 01/2006 ā āGED: - GPA:Studied Lumbering and Forestry
Experience
Palmetto Health - Contact Center Manager Travelers Rest, SC, 01/2022 - Current
Monitored performance by reviewing relevant reporting data and producing statistical reports.
Created, recommended and implemented policies and procedures for operational and staffing resources.
Established strong and successful policies for employee actions and customer interactions.
Set and managed performance benchmarks for call center employees.
Developed quality assurance standards and established targets for all staff.
Motivated and promoted team employees from within for key leadership roles.
Analyzed variable data for operations to determine areas for improvement, increased efficiency and potential cost savings.
Formed and sustained strategic relationships with clients.
Provided leadership to 35 employees through coaching, feedback and performance management.
Recruited and hired individuals demonstrating passion, dedication and added value to team.
State Of North Carolina - Customer Service Supervisor Wadesboro, NC, 09/2021 - Current
Evaluated employee job performance and motivated staff to improve productivity.
Responded to phone and online customer service requests within designated turnaround time to improve customer satisfaction ratings.
Mitigated escalated issues to drive customer satisfaction.
Maintained knowledge of company products and services to promptly resolve complaints and concerns.
Interviewed, hired and trained staff to meet company objectives.
Set clear expectations and helped employees pursue optimal paths for achieving each target.
Assessed team member performances by delivering one-on-one coaching to promote better service.
Delivered continuous training to associates to maximize performance and customer relations skills.
Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.
Generated KPI reports to track and improve metrics.
Culvers Restaurant - General Manager Venice, FL, 09/2020 - 09/2021
Responsible for overall site management of a million-dollar location
Managed a team of up to 13 employeeās metrics, coaching, training, payroll, and attendance
Meet monthly with Regional Managers to discuss store performance and financials
Delivered exceptional client experiences through hands-on leadership of associates and managers.
One of four locations selected in TN to test a new training and operation program
Communicate with third party companies for items such as installations, landscaping, and repairs
Meet quarterly with the Director of Operations and discuss location improvements and performance
Directed safety operations and maintained clean work environment to adhere to FDA and OSHA requirements.
Create incentives to increase overall morale and performance
Created schedules and monitored payroll to remain within budget.
IBEX Global - ABAY Supervisor City, STATE, 06/2017 - 07/2019
Strengthened company's business by leading implementation of the 4-week ABAY process. Trained and coached mentors to ensure smooth adoption of the new program. Worked directly with Operations and Training to refine the ABAY process. Hired and trained 15 mentors to assist with the new ABAY process. Communicate with Operations and Training on feedback provided to make the ABAY process more successful
Conduct team meetings with the ABAY mentors and mentees on expectations required to be successful
Coach and develop mentors and mentees on company policies and processes. Hold weekly one on one sessions with the mentors regarding their current team's performance
Resolve any issues that occur in ABAY between any employees
Schedule mentors to ensure that there is an appropriate mentor to mentee ratio
Manage 10 mentors and up to 70 mentees at one time
Including performance, attendance, payroll, schedules, and time off requests
Responsible for coaching and developing mentors and mentees to increase overall performance in ABAY
Meet bi-monthly with the client to discuss current performance of ABAY
Attended meetings with the Operations Team that discuss financials and billing for the client
Ability to determine the Root Cause Analysis (RCA) for performance to highlight areas of opportunity to increase overall performance.
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