Call center manager resume examples from 2025

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Updated March 26, 2025

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Call center manager resume

Nicholas Mason

(930) 555-8343 | nmason@example.com

Dallas, TX | 88729 E. Evergreen Ave. - 91125

Work experience

2020 - Present
Call Center Manager, AT&T - Dallas, TX
- Investigated and resolved a wide range of customer complaints and problems with fortitude and sensibility.
- Key Functions: Operational support for AT&T Business Customer Service Contact Centers, providing systems support and training.
- Supervised and coached Business Service Representatives to improve their customer service level.
- Train new procedures and systems.
- Manage 21 direct reports and 115 indirect reports.
2016 - 2020
Team Manager, Sykes Enterprises - Malvern, AR
- Developed effective relationships with all call center departments through clear communication.
- Bay Management, supervised a group of Customer Care Professionals to meet and exceed key performance indicators set by the client.
- Address agent HR concerns (PTO, vacation, LOA, payroll, benefits, etc.)
- Designed training and quality assurance programs, established policies and procedures for customer service inquiries and process for ad-hoc client requests.
- Led staff of ten direct reports in supporting Microsoft bCentral.
- Managed a team of Client Services Associates that focused on meeting Customer Service efficiency and quality standards.
2015 - 2016
Operation Supervisor, FedEx - Memphis, TN
- Follow and enforce all OSHA laws and regulations.
- Monitor employee performance to ensure production and quality standards are met.
- Conducted sales calls to customer accounts to establish business procedures, set up new accounts and form customer supplier-alignment initiatives.
- Conduct safety meetings and pre-shift meetings.
- Processed and transported freight throughout the Memphis World Hub.
- Directed the daily operation of 30+ employees ensuring customer satisfaction by transporting time sensitive freight on schedule and damage free.
2014 - 2015
Industrial Engineer, General Dynamics - Lawrence, KS
- Conducted a lean six sigma project to reduce overall logistics cost by synchronizing common repair parts between GDLS platforms
- Mentored 10+ purchasing personnel on lean/six sigma tools, including project definition.
- Perform Failure Mode Effects and Criticality Analysis (FMECA) and Reliability Centered Maintenance (RCM) dispositioning.
- Applied Six Sigma process and analyzed metrics to identify key areas for improvement and determine root cause and corrective action.
- Interviewed applicants for possible employment and trained new employees in the operations, techniques, and procedures of the department.

Skills

Safety Standards
Project Management
Engineering Support
Safety Meetings
Human Resources
Call Centers
Product Development
Improvement Activities
Autocad
ROI

Education

Bachelor's Degree, Mechanical Engineering Technology (2011 - 2014)
Ferris State University
Big Rapids,

Assistant call center manager resume

Amber Dunn

Assistant Call Center Manager

(240) 555-5827 | adunn@example.com

Clearwater, FL | 14105 W. Main Ave. - 59460

Work experience

2015 - Present
Assistant Call Center Manager, Lincare Holdings - Clearwater, FL
- Establish workflow to maintain patient care and compliance with respiratory devices, medication, and home INR testing.
- Managed daily operations Supervised a staff of 4 people that serviced approximately 300 customers.
- Guided staff through a major acquisition of another home respiratory company* Returned center to JCAHO, OSHA and FDA-compliance.
- Make salesOversee daily operationscalls with potential referral sources.
2012 - 2015
Call Center Supervisor, Walmart - Houston, TX
- Run the front-end, make cash till, Returns, monitor flow of customer service in check out lines.
- Train New Hires on the cash register and customer service desk.
2009 - 2012
Call Center Representative, AT&T - Metairie, LA
- Maintained accurate logs of all customer interaction.
- Handle customer complaints toward first call resolution.
- Assisted new employees with product knowledge, helped maintain all metrics, and answered all questions while employees took calls.
- Answer inbound calls from both customers and technicians to diagnose and resolve issues around phone, internet or TV.
- Assist customer with technical issues relating to telephone, internet and cable television services.
2007 - 2009
Medical Records Clerk, D-R SERVICES - Metairie, LA
- Greet patients Scheduling appointments Pulling and filing patient charts Insurance billing
- Established good relationships between patients and doctor's office -Scheduled appointments with patients -Updated medical records and prepared new patient information
- Assisted Healthcare Providers with procedures and patient care Collected specimens and vital signs Entered data Stocked supplies
- Updated and entered patient's demographic information into both Johns Hopkins Hospital and Johns Hopkins Bayview information systems.

Skills

Customer Interaction
Procedures
Departmental Goals
Telephone Calls
Staff Members
Troubleshoot
Medical Records
Performance Standards
Company Standards
Product Information

Education

High School Diploma, (2007 - 2007)
,

Customer service-call center manager resume

Madison Harper

Customer Service-Call Center Manager

(940) 555-7755 | mharper@example.com

Columbus, OH | 54586 W. Second Ln. - 48122

Work experience

2019 - Present
Customer Service-Call Center Manager, Aetna - Columbus, OH
- Worked with Marketing and Actuary departments to establish new accounts.
- Attended formal classroom instruction regarding policies and procedures of prescription drug plans.
- Maintained POS integrity and merchandise pricing accuracy to prevent waste.
2018 - 2019
Environmental Services Supervisor, James Arthur G Cancer Hospital And Research Institute Foundation - Columbus, OH
- Supervised housekeeping/laundry, maintain supply/linen budgets, floor care/ carpet care, inspections and hiring/ training/ disciplining of staff.
- Perform all methods of floor care: buffing/stripping/waxing.
- Assist in interpretation of new environmental regulations and implementation of procedures to comply with standards that meet all appropriate requirements.
- Provided hospitality and excellent customer service to an array of patients and families.
- Managed a staff of 1 supervisor and 25 FTE (1998) staff in a union environment.
2017 - 2018
Home Health Aid, Brightstar - Columbus, OH
- Home health care is like being a part of an extended family every time I worked my shift.
- Full time CNA caring for Hospice patients in their homes, providing ALD's and making sure they were comfortable.
- Recieved CPR training and certification.
2013 - 2017
Sales Clerk, American Eagle Outfitters - Cincinnati, OH
- Supplied customer service for any questions or concerns that potential customers had Perform financial transactions Help open and close select locations
- Arrange sales floor products per corporate designs.
- Maintain a clean sales floor and work environment.

Skills

Customer Service
Floor Care
Internet
Janitorial Services
CNA
Customer Interaction
Sales Goals
Patient Care
Personal Care
Safety Procedures

Education

Bachelor's Degree, Nursing (2010 - 2013)
Chamberlain College of Nursing - North Brunswick
,

Operations call center manager resume

Roger Knight

Operations Call Center Manager

(630) 555-5001 | rknight@example.com

Charlotte, NC | 79005 W. Evergreen St. - 51510

Work experience

2020 - Present
Operations Call Center Manager, American Red Cross - Charlotte, NC
- Planned, developed and implemented training for staff members.
- Implemented Standard Operating procedures, metrics and incentives.
- Established and implemented standard operating procedures, performance standards and metrics to achieve all service level goals.
- Monitored calls and worked with training and QA to motivate employees and coach areas of opportunity.
2019 - 2020
Call Center Supervisor, Bank of America - Charlotte, NC
- Managed high volume of incoming and outgoing property claim checks; by physically counting and reported.
- Collaborated directly with all levels of management to design successful action plans that improve overall performance and drive higher productivity.
- Average Number of Direct Reports: 15 Managing a team of frontline mortgage collectors in an inbound/outbound call center environment.
- Mentored and supported direct reports, i.e.
2017 - 2019
Team Leader, Bank of America - Charlotte, NC
- Monitored service level, adherence to schedules and various tasks in absence of the Team Manager.
- Transferred the data to Scorecards and delivered to direct reports on a monthly basis.
- Interpreted company policies to workers Monitor unit cost, Monitor internal and external errors.
- Trained new hires, quickly acclimating them to corporate policies and procedures and expediting their ability to become productive contributors.
2017 - 2017
Customer Service Representative (Part-Time), King Teleservices - New York, NY
- Assisted 911 operators in emergency situations.
- Prospected leads to build a substantial sales funnel generated by marketing, cold calling, regular communication, appointment setting and meetings
- Answered Member questions about their accounts, or products that may benefit them.
- Use a systematic approach for problem resolution and drove for results.
- Process deposits to customer accounts; includes verification of cash, verification of endorsements, and providing customers with receipts.

Skills

Service Levels
Telephone Calls
New Processes
Communication
CSR
Taking Messages
Service Calls
Customer Interaction
Management Staff
Osha

Education

Some College Courses, Criminal Justice (2017 - 2017)
John Jay College of Criminal Justice of the City University of New York
New York,

How to write a call center manager resume

Craft a resume summary statement

Your resume summary sums up your experience and skills, making it easy for hiring managers to understand your qualifications at a glance. Here are some tips to writing the most important 2-4 sentences of your resume:

Step 1: Start with your professional title, or the one you aspire to.

Step 2: Detail your years of experience in call center manager-related roles and your industry experience.

Step 3: What are your biggest professional wins? Here is your opportunity to highlight your strongest accomplishments by placing them at the start of your resume.

Step 4: Don't forget, your goal is to summarize your experience. Keep it short and sweet, so it's easy for recruiters to quickly understand why you're a great hire.

These four steps should give you a strong elevator pitch and land you some call center manager interviews.

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List the right project manager skills

Your Skills section is an easy way to let recruiters know you have the skills to do the job. Just as importantly, it can help your resume not get filtered out by hiring software. Here is how to make the most of your skills section and make sure you have the right keywords:

Look to the job listing. You often need to include the exact keywords from the job description. Take note of the skills listed for the job.
Put all relevant hard and soft skills in your skills section.
Be specific. If you are too broad, you may not be giving the best picture of your skills and leave the hiring manager uncertain of your abilities.
Be up to date. Software names change and companies merge. Don't look out of touch by being careless.
Be accurate. Spelling and even upper or lowercase can dramatically change meanings. Make sure you are correctly listing your skills.

These five steps should give you a strong elevator pitch and land you some call center manager interviews.

Here are example skills to include in your “Area of Expertise” on a call center manager resume:

Strong Customer Service
Customer Satisfaction
Call Center Management
Process Improvement
Center Management
Payroll
Outbound Calls
Inbound Calls
Customer Care
Performance Reviews

Direct Reports
Performance Metrics
Performance Management
Human Resources
Performance Standards
Professional Development
Quality Standards
KPIs
Call Monitoring
Training Programs

Customer Complaints
Disciplinary Actions
QA
Call Centers
Corrective Action
Customer Support
ACD
Performance Evaluations
Training Sessions
Phone System

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How to structure your work experience

A work experience section is a vital part of your resume because it shows you have the experience to succeed in your next job.

Put your most recent experience first. Prospective employers care about your most recent accomplishments the most.
Put the job title, company name, city, and state on the left. Align dates in month and year format on the right-hand side.
Include only recent, relevant jobs. This means if you're a fairly experienced worker, you might need to leave off that first internship or other positions in favor of highlighting more pertinent positions.

How to write call center manager experience bullet points

Your resume is not a list of responsibilities or a job description. Instead, it is your chance to show your accomplishments and show why you're good at what you do.

Use the What, How, and Why format. Answering these questions turns a bland job description into an effective showcase of your abilities.
What were your responsibilities or goals?
How did you accomplish them?
Why were your results important? (How did it impact your company? Can you quantify the results in numbers? )

Here are examples from great call center manager resumes:

Work history example #1

Call Center Supervisor

Jack in the Box

Managed HR functions, including recruitment, salary changes and performance evaluations.
Ensured payroll requirements are entered properly.
Performed inventory, activity reports, payroll processing and material ordering.
Developed automated escalation triggers for EGM cases and the procedures to be followed at each escalation point.
Implemented several IVR solutions that have reduced call time and increased efficiencies.

Work history example #2

Sales Manager

IBM

Coached to successful usage of internally developed CRM application, ensuring successful capture of customer information and sales and activity metrics.
Facilitated weekly time & expense reporting process for 30 remotely located consultants.
Provided project/program office management support for IBM's enterprise wide SAP implementation.
Presented briefings to partners on BD&A portfolio, Watson, and Cloud.
Improved and protected customer satisfaction through strong communication to the clients' executives.

Work history example #3

Programmer

City of Lynchburg

Involved in writing and modifying SQL queries and stored procedures in SQL Server 2008/2005.
Promoted into positions of increased responsibility.
Developed and maintained JCL libraries.
Developed automated business processes within the enterprise regulatory application using expressions and java script.
Assisted with the administration of Novell 3.x network.

Work history example #4

Call Center Manager

Nutrisystem

Optimized the use of department technology and workforce management techniques to improve call center efficiency and effectiveness.
Implemented a team environment to allow management to focus on individual representatives and create a healthy, competitive workforce.
Assisted Compliance Analyst with PND, QA kickbacks.
Developed an extensive working knowledge of ACD, PBX, telephony call center design, programming, and warehouse shipping.
Optimized call center workforce and monitored daily call center performance.

Zippia’s AI can customize your resume for you.

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Add an education section to your resume

Employers are looking for a few things when looking at the Education section of your resume:

The highest degree you have achieved.
TWhere you attended school, and the dates (Although if you graduated some time ago, leave the date off to avoid ageism)
TField of study
TAny honors, relevant coursework, achievements, or pertinent activities

Here are some examples of good education entries for resumes:

Bachelor's Degree in mechanical engineering technology

Ferris State University, Big Rapids, MI

2011 - 2014

Highlight your call center manager certifications on your resume

Certifications can be a crucial part of your resume. Many jobs have required certifications.

Include the full name of the certification, along with the name of the issuing organization and date of obtainment.

If you have any of these certifications, be sure to include them on your call center manager resume:

Project Management Professional (PMP)
Certified Manager Certification (CM)
Certified Sales Professional (CSP)
Master Project Manager (MPM)
Certified Management Accountant (CMA)
Sales Management
Change Management Certified Professional
Certified Pharmacy Technician (CPhT)
Communication Management Professional (CMP)
Certified Call Center Professional Online (CCCP)

Updated March 26, 2025

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