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Assistant call center manager skills for your resume and career

Updated January 8, 2025

4 min read

Quoted experts

Xu Zhang Ph.D.,

Nina Woodard

Below we've compiled a list of the most critical assistant call center manager skills. We ranked the top skills for assistant call center managers based on the percentage of resumes they appeared on. For example, 10.4% of assistant call center manager resumes contained inbound calls as a skill. Continue reading to find out what skills an assistant call center manager needs to be successful in the workplace.

15 assistant call center manager skills for your resume and career

1. Inbound Calls

Here's how assistant call center managers use inbound calls:

Service customers and employees by receiving and transferring inbound calls during peak hours.
Field inbound calls and route to appropriate call center hub.

2. Outbound Calls

An outbound call is made by the call center representative to the customers on behalf of the company. Such calls help increase sales and generate revenue for the organization.

Here's how assistant call center managers use outbound calls:

Answered incoming customer inquires as well as placed outbound calls requesting payment.
Monitor and coach team members while assisting with outbound calls.

3. Unit Supervisors

Here's how assistant call center managers use unit supervisors:

Conducted management performance evaluations with unit supervisors, quality supervisor and workforce managements.

4. Customer Calls

Here's how assistant call center managers use customer calls:

Followed up complicated customer calls where required.
Help staff so customer calls are answered in an efficient and knowledgeable manner.

5. Customer Satisfaction

Here's how assistant call center managers use customer satisfaction:

Saw a marked increase in performance and customer satisfaction through coaching operations managers to use advanced reports to improve associate behaviors.
Ensured internal and external customer satisfaction levels were continuously met and exceeded through effective floor leadership.

6. Payroll

Payroll is the sum of all the compensation that an organization has to pay to employees at a specified time. Payroll is managed by the finance or HR department while small business owners may handle it themselves. Payroll isn't fixed as it varies every month due to sick leaves, overtime, etc.

Here's how assistant call center managers use payroll:

Increased profitably by 20% Promoted multiple associates to other locations Skills Used Customer Service Communication Work ethic Payroll Compliance
Maintained office services by organizing office operations and procedures, while preparing payroll and controlling incoming and outgoing correspondence.

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7. Customer Complaints

Here's how assistant call center managers use customer complaints:

Handled all customer complaints with poise and in a professional manner to successfully make customer's happy with the end result.
Handled customer complaints with product replacement, discounts and other services to ensure patronage with a 98% success rate.

8. Training Sessions

Here's how assistant call center managers use training sessions:

Conducted 2-3 weekly training sessions for new callers to remain compliant, continuous training to advance caller phone skills.
Review the performance of staff, identifying training needs and planning training sessions.

9. Individual Performance

Here's how assistant call center managers use individual performance:

Developed and administered monthly action-plan to improve individual performance.

10. Call Monitoring

Here's how assistant call center managers use call monitoring:

Manage system process improvement; adherence to call monitoring metrics and quality assurance programs.
Performed associate call monitoring in order to improve customer call center experience.

11. Performance Reviews

Performance reviews refer to the official evaluation of a worker's performance done by the manager. The evaluation then helps the superior identify the worker's strengths and weaknesses and offers valuable feedback to help him overcome his shortcomings. This assessment also helps a worker set a future goal for himself and identify ways to better his future performance. Performance Reviews may be done on a monthly or yearly basis, depending on the company.

Here's how assistant call center managers use performance reviews:

Received positive, regular performance reviews.
Prepared metric reports for upper management to assist them in making personnel decisions and performance reviews for employees under my supervision.

12. Human Resources

Human resources is a set of people in a business or a corporation that are designated to locate, interview, and recruit new employees into the company. They are also responsible to maintain the integrity of the employees and help them sort their problems out. They try to introduce and manage employee-benefit programs.

Here's how assistant call center managers use human resources:

Planed for long and short-term provision of human resources, supplies and equipment to meet needs of patients and internal customers.
Manage all aspects of human resources, hiring, promotion, performance appraisals, corrective action, and terminations.

13. Problem Resolution

A problem resolution refers to how a person identifies the problem, determining its cause, creating a reasonable solution, and implementing a conclusion. With the help of a client specialist, it is easier to handle such a situation. Problem resolution plays a vital role in helping resolve problems efficiently and effectively.

Here's how assistant call center managers use problem resolution:

Take ownership of problem resolution of escalated issues from Bank of America deposit and credit card customers.
Work on problem resolution for project-related work.

14. Process Improvement

Here's how assistant call center managers use process improvement:

Analyzed operations and efficiency of the call center and recommended process improvements.
Identify process improvement and cost reduction opportunities to assist in achieving savings objectives and deriving tangible efficiencies throughout the organization.

15. Outbound Sales

Here's how assistant call center managers use outbound sales:

Hired and trained new employees to conduct outbound sales (cold calling) via a predictive dialer.

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What skills help Assistant Call Center Managers find jobs?

Tell us what job you are looking for, we’ll show you what skills employers want.

What skills stand out on assistant call center manager resumes?

Xu Zhang Ph.D.

Chair, Farmingdale State College

I believe the most important attributes employers seek on a resume remain the same-problem solving skills, team work skills, analytical/quantitative skills, verbal and written communication skills. However, given the pandemic or any other unexpected shock to work environment, how to quickly and efficiently adapt to new work modes can be a very valuable attribute standing out on resume.

What assistant call center manager skills would you recommend for someone trying to advance their career?

Nina Woodard

Senior Career Development Specialist, Belmont University

For entertainment, digital marketing and content creation skills are critical. Even if a role isn't specifically connected to digital marketing, social media is almost always involved in most entry-level roles. We strongly encourage students and recent graduates to learn basic graphic design platforms, video editing and audio editing. Learning how to maximize impact on social media platforms such as YouTube, Instagram or TikTok is also a worthy investment of time. There's a wide range of self-paced training resources online, many available for free or at reduced costs for students.

What type of skills will young assistant call center managers need?

Craig Nathanson Ph.D.

Adjunct Lecturer, Sonoma State University

I see the essential human skills gaining importance to build a new post-covid work life. These include creativity, leading and working in teams, writing, speaking, being self-aware, and lowering bias and networking; career branding as critical areas for graduates to focus on now.

Do you want to know more?

List of assistant call center manager skills to add to your resume

The most important skills for an assistant call center manager resume and required skills for an assistant call center manager to have include:

Inbound Calls
Outbound Calls
Unit Supervisors
Customer Calls
Customer Satisfaction
Payroll
Customer Complaints
Training Sessions
Individual Performance
Call Monitoring
Performance Reviews
Human Resources
Problem Resolution

Process Improvement
Outbound Sales
Performance Evaluations
Professional Conduct
Call Center Management
Customer Issues
Performance Management
Direct Reports
Quality Service
PowerPoint
Quality Assurance Program
Business Planning
Capacity Planning

Call Center Support
Customer Inquiries
AHT
Scheduling System
Disciplinary Actions
Client Satisfaction
Training Manuals
QA
Training Classes
System Performance
CMS

Updated January 8, 2025

Zippia Team

Editorial Staff

The Zippia Research Team has spent countless hours reviewing resumes, job postings, and government data to determine what goes into getting a job in each phase of life. Professional writers and data scientists comprise the Zippia Research Team.

Updated January 8, 2025

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