Top Call Center Manager Skills

Below we've compiled a list of the most important skills for a Call Center Manager. We ranked the top skills based on the percentage of Call Center Manager resumes they appeared on. For example, 25.6% of Call Center Manager resumes contained Customer Service as a skill. Let's find out what skills a Call Center Manager actually needs in order to be successful in the workplace.

The six most common skills found on Call Center Manager resumes in 2020. Read below to see the full list.

1. Customer Service

high Demand
Here's how Customer Service is used in Call Center Manager jobs:
  • Surpassed service levels for 22 consecutive months by introducing and managing quality monitoring process for team of 150 customer service representatives.
  • Coordinated the resolution of customer-escalated issues connected with customer service, operations, billing, system infrastructure, and resource coordination.
  • Managed 15 Customer Service Representatives, monitored phone calls, tracked call volumes and implemented procedures to ensure customer satisfaction.
  • Managed the entire customer service department which included repairing internal communications with benefits coordinators and maintaining daily service levels.
  • Created and implemented classroom curriculum and on-the-job coaching for employees needing additional training, improving customer service.
  • Provided exceptional Customer Service to internal and external customers and other medical offices and hospitals.
  • Directed technology implementations and recruitment, staffing/training of 250+ temporary/permanent managers and customer service representatives.
  • Developed various individual and team objectives and policies and ensured optimal level of customer services.
  • Developed a strong sales/customer service team that over achieved client expectations and increased company profitability.
  • Develop customer service techniques of each customer service representative to drive quality and customer satisfaction.
  • Hired, trained and supervised up to sixty customer service operators every holiday season.
  • Propose recommendations to top executives in developing a customer service policy for the organization.
  • Managed escalation calls from supervisors, providing excellent customer service to meet customer needs.
  • Responded to escalated customer inquires, including customer-driven resolution of customer service issues.
  • Increased customer service efficiency, lowered complaints, increased accuracy and lowered repeat callers
  • Monitored Customer Service Representatives' compliance with established protocols for admission and scheduling.
  • Assumed customer service strategy and operations responsibilities normally handled by the Operations Manager.
  • Monitored telephone business conversations for quality assurance, sales opportunities and customer service.
  • Planned and implemented call center strategies and operations to assure optimal customer service.
  • Created Culture Training and The Hartford Policy Training for Fidelity Customer Service Representatives.

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2. Service Levels

high Demand
Here's how Service Levels is used in Call Center Manager jobs:
  • Perform unit analysis and utilized results to achieve maximum productivity in accordance with department service levels and audit objectives.
  • Attained service levels of performance measurements in relation to quality of service, reliability, availability, and attendance.
  • Encourage achievement of high service levels and performance objectives through positive motivation and reinforcement.
  • Work cross-functionally with Technology team to implement skill-based routing to improve service levels.
  • Monitored and evaluated call volume statistics to insure proper service levels are achieved.
  • Monitor Customer Service Associate activities to ensure customer service levels.
  • Analyzed Organizational Service Levels and abandonment rate against department goals.
  • Maintained Required Service Levels for fortune 500 pharmaceutical companies.
  • Managed service levels agreements to ensure client satisfaction.
  • Insured accurately measured metrics and service levels.
  • Led a team of four direct supervisors and over 40 associates to exceed profitability, call center statistics and service levels.
  • Developed and implemented reports on customer issues, service levels, response times and root cause, and expands existing metrics.
  • Create all call routing flows using the Aspect Call Center to produce FCC required service levels and internal customer satisfaction objectives.
  • Created initiatives to strive for on-line performance, to assure service levels and client objectives are met within the client contract.
  • Manage call center staff of an alarm company central station and ensure procedures are followed and service levels are met.
  • Maintained an 89% attendance show rate, which resulted in consistent achievement of service levels and call handling goals.
  • Oversee the daily support of the Agent Support Team to ensure service levels meet or exceed our customer's expectations.
  • Processed reporting for cross-departmental service levels, presenting areas of strength and opportunities to senior leadership on weekly basis.
  • Managed 150-seat call center to achieve sales revenue goals of $103 million, service levels and business objectives.
  • Analyzed and isolated issues in current processes, leading to increased Service Levels (+20 to 40%).

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3. Training Programs

high Demand
Here's how Training Programs is used in Call Center Manager jobs:
  • Analyze departmental and individual educational and training needs to determine need for new training programs and/or modifications to existing programs.
  • Implement training programs to improve customer satisfaction and agent quality; developed employee incentives which also improved overall customer experience.
  • Instituted policy, revised training programs, developed agent coaching initiatives, performed staff evaluations and maintained facility enhancements.
  • Designed supervisor training programs, monthly performance reviews, and evaluation processes that lowered attrition and increased call quality.
  • Developed and delivered comprehensive training programs to improve staff knowledge of policies and procedures and facilitate collections growth.
  • Developed and implemented structured Training Programs in each department including special bi-lingual units for the entire organization.
  • Created and implemented high quality training programs and developed training manual for Customer Service policy and procedures.
  • Evaluated instructor performance and the effectiveness of training programs, provided recommendations for improvement.
  • Conducted needs analysis to identify training opportunities and methods of redesigning training programs.
  • Conducted assessments, and various testing to determine effectiveness of training programs/modules.
  • Improved employee engagement and productivity by implementing employee recognition and training programs.
  • Streamlined training programs to improve quality, customer satisfaction and retention.
  • Monitored and analyzed customer satisfaction, developed and implemented training programs.
  • Develop and implement performance improvement and training programs for center personnel.
  • Developed and monitored employee training programs to achieve positive results.
  • Reviewed, developed, and implemented educational training programs.
  • Specialized in reproduction and refinement of client training programs.
  • Developed and oversaw department hiring and training programs.
  • Developed and delivered training programs for system users.
  • Created sales training programs later adopted company-wide.

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4. Performance Reviews

high Demand
Here's how Performance Reviews is used in Call Center Manager jobs:
  • Delivered yearly performance reviews, conducted performance counseling, placed employees on performance improvement plans, delivered termination notices.
  • Conducted performance reviews, initiated ongoing performance discussions, and made salary review recommendations for supervisors and associates.
  • Monitored reps on daily basis gave monthly evaluations and coached toward goal attainment followed by quarterly performance reviews.
  • Conducted monthly Executive Performance Reviews with Senior Executive Managers highlighting departmental successes and challenges suggesting remediation plans.
  • Conduct formal agent performance reviews, including annual goal setting/performance development plan, mid-year performance review.
  • Generated operational strategies by conducting needs assessment, performance reviews, and customer service standards.
  • Created and executed metrics with a monthly/annual plan for evaluating positive/negative performance reviews.
  • Trained new Collections Agents, administered commission calculations, and conducted performance reviews.
  • Provided professional development and coaching to employees including administering monthly performance reviews.
  • Executed an elaborate monthly incentive program linking employee production to performance reviews.
  • Conducted formal agent performance reviews, including annual goal-setting/performance development plan.
  • Coordinated all hiring and training of representatives including performance reviews.
  • Prepared and conducted formal appraisal of Supervisors' performance reviews.
  • Conducted performance reviews for Customer Service Representatives and Supervisors.
  • Developed sales objectives and conducted performance reviews.
  • Created and administered annual employee performance reviews.
  • Conducted annual/regular performance reviews and delivered results.
  • Conducted performance planning sessions and performance reviews.
  • Administered quarterly and yearly performance reviews.
  • Review yearly performance reviews with Supervisors.

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5. Key Performance Indicators

high Demand
Here's how Key Performance Indicators is used in Call Center Manager jobs:
  • Identify and manage key performance indicators to evaluate productivity and determine pro-active plan and goal adjustments when necessary.
  • Developed weekly schedules, handled Customer Service calls and successfully implemented Key Performance indicators.
  • Established key performance indicators to measure productivity and increase customer satisfaction.
  • Developed Key Performance Indicators and exceeded customer expectations for quality.
  • Track key performance indicators and metrics to drive profitability.
  • Developed and maintained departmental key performance indicators.
  • Developed and implemented Key Performance Indicators.
  • Achieved expected key performance indicators.
  • Promoted growth by creating continuing education courses within the call center and established key performance indicators that reduced our manpower expenses.
  • Work together with 4 fellow department leads to focus on Key Performance Indicators aiding in an increase in department revenue for 2011
  • Assist with departmental budget and forecasting and create, revise and analyze scripting, daily reporting and Key Performance Indicators.
  • Assured achievement of key performance indicators, including NPS, average handle time, repeat ratio, and sales objectives.
  • Manage the day-to-day operations of the Customer Service department as well as drive best-in-class performance across all Key Performance Indicators.
  • Track and Monitor key performance indicators through feedback and formal reviews with supervisors, team leads and agents.
  • Managed a staff of 5 direct and 140+ indirect reports with a strong focus on Key Performance Indicators.
  • Reviewed call center achievements daily and used effective Key Performance Indicators such as service levels and quality scores.
  • Developed Key Performance Indicators for the sales teams enabling the sales associates to meet company production goals.
  • Enforced the operations key performance indicators and managed the day-to-day operating efficiency of the call center.
  • Provide daily leadership of the Customer Call Center through analysis of key performance indicators and objectives.
  • Develop, measure and report on Key Performance Indicators aimed at continually improving the customer experience.

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6. Technical Support

high Demand
Here's how Technical Support is used in Call Center Manager jobs:
  • Managed curriculum design and implementation of national field training and demos, while concurrently managing technical support call center.
  • Managed the functions of application and technical support, technology procurement, asset management, and desktop configuration.
  • Managed ten technical support specialists and technical support outsource team; supported education field consultants and systems engineers.
  • Remained updated on emergency procedures and promptly report equipment failure and interact with technical support to troubleshoot problems.
  • Provided oversight of extremely busy online brokerage call center, managing customer service and technical support.
  • Provide leadership and development to technical support team leaders improving their coaching effectiveness and team performance.
  • Supervised Call Center staff of fifteen receiving telephone inquiries and providing technical support.
  • Develop policies and procedures to ensure consistent Customer Service and Technical Support.
  • Provided customer service excellence, training and technical support to department personnel.
  • Managed all Call Center operations including technical support and website inquiries.
  • Managed domestic and international customer service and technical support representatives.
  • Provided first-level technical support for Telephony infrastructure supporting 500+ employees.
  • Managed 5 Customer Service Representatives and 10-15 Technical Support Representatives.
  • Maintain scheduling for 300+ technical support representatives.
  • Managed 3rd-party technical support vendor.
  • Responded to all small business owner's calls as they related to statement billing and technical support using Gold Mine software.
  • Direct day to day responsibilities included: coaching, call monitoring, technical support training, and managing staffing coverage 24/7.
  • Managed a 40 seat Technical Support call center that was responsible for the technical support of 2,000+ retail stores 365 days/year.
  • Led the tactical operation of a customer support team comprised of 20 Technical Support Professionals in a World Class Call Center.
  • Managed an inbound call center with multiple lines of business (Billing, Technical Support, and Sales/Order Fulfillment).

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7. Sales Goals

high Demand
Here's how Sales Goals is used in Call Center Manager jobs:
  • Provided professional development opportunities and mentoring to team members ensure consistent success in meeting and exceeding aggressive sales goals.
  • Developed management strategies for achieving and improving sales goals.
  • Disciplined, negotiated and oversaw personal telemarketer sales goals.
  • Managed the daily activities of 10 to 15 phone agents, making sure that all company sales goals were achieved.
  • Achieve monthly and yearly sales goals; manage margins, programs and monitor progress of staff on sales promotion challenges.
  • Implemented and managed telephone sales campaign plan and created sales goals for staff based on overall revenue goals and trend.
  • Exceeded sales goals by over 10% past 3 years, and service level goals on a consistent basis.
  • Heightened sales revenue and accomplished both credit and deposit sales goals despite credit policy changes and lower call volumes.
  • Worked directly with Sales, Marketing, Warehouse and Executive Offices to achieve sales goals and Call Center targets.
  • Set sales goals for representatives and analyzed results of data collection to measure and track Call Center performance.
  • Led a team of 135 telemarketers, 7 subordinate managers and 2 trainers to achieve daily sales goals.
  • Appointed Sales Incentive Manager, utilizing sales background by attaining 103% of embedded base sales goals.
  • Attained and surpassed company expectations by developing programs, processes and projects associated with achieving sales goals.
  • Established sales goals, and designed incentive and employee recognition programs to drive employee enthusiasm and motivation.
  • Created a monthly review process to ensure monthly, quarterly, yearly sales goals are achieved.
  • Monitored each team member for call quality to ensure standards were maintained and sales goals achieved.
  • Coordinated meetings with all centers in the region on a monthly basis to discuss sales goals.
  • Recruited, managed and developed team of 15 sales associates to consistently meet/exceed sales goals.
  • Maintain a winning sales and member service staff in monthly call goals and sales goals.
  • Guide the department in meeting monthly and weekly sales goals, while emphasizing quality control.

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8. Call Centers

high Demand
Here's how Call Centers is used in Call Center Manager jobs:
  • Monitored call center activity for 12 international First Data call centers to anticipate and react effectively to issues and service interruptions.
  • Assumed responsibility for existing outbound telemarketing organization consisting of 5 Master Call Centers with approximately 300 seats.
  • Operated Call management system; monitored 3 separate call centers and provided with analysis weekly/monthly reports.
  • Managed the development of all telecommunications projects for six domestic and five international call centers.
  • Designed top-tier motivational incentives resulting in all 4 Regional Call Centers consistently achieving sales targets.
  • Presented quality program updates to call centers management and representatives on a regular basis.
  • Provided leadership in multiple call centers spanning across policy services and processing operations.
  • Facilitated cross-site organization with successful oversight of dual call centers.
  • Consolidated and re-deployed inbound operations for both call centers.
  • Managed overseas call centers to supplement domestic staffing.
  • Facilitate executive decisions needed by call centers.
  • Rehabilitated to excellence two struggling call centers.
  • Researched, developed, and assisted in the implementation of all tactics to achieve Call Centers and sales team's results.
  • Designed, coordinated and managed the relocation of two 24-seat call centers into one 5,000 square foot location operating two shifts.
  • Provided high-level training support for two call centers of the leading insurance company with over $50 million in annual revenues.
  • Executed various projects and corporate initiatives including staffing, scheduling, disaster recovery plans, and telephony for multiple call centers.
  • Conducted weekly meetings with Customer Care internal and vendor call centers to review site level performance on key call handling metrics.
  • Ground floor opening of 3 call centers for MDI/TNS in San Diego region with capacity of 150 to 300 stations each.
  • Led the planning and development of two start-up call centers to allow for increased volumes and reduced costs per call.
  • Managed a production unit within a network of 5 Call Centers handling a call volume of 3.2M calls per month.

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9. Phone Calls

high Demand
Here's how Phone Calls is used in Call Center Manager jobs:
  • Managed 15 to 20 phone representatives Developed and trained sales and customer service material Monitored representatives' phone calls for quality assurance
  • Trained representative on scripts and products to meet sales objectives Telemarketer-made quality telephone calls to renew subscriptions.
  • Handled all escalated telephone calls and delivered superior level of service.
  • Performed sales/service related telephone calls and email correspondence.
  • Performed quality assurance analysis for inbound phone calls.
  • Monitored phone calls to evaluate individual performance.
  • Oversee daily call center operations, call center supervisor and other employees; monitor productivity, and handle escalated phone calls.
  • Maintained records showing the flow of phone calls coming into and out of the department, and schedules staff accordingly.
  • Coached agents where needed, providing feedback and follow up through live monitoring and scoring of recorded phone calls.
  • Trained my employees on incorporating sales during telephone calls to help increase revenue and improve benefits for our customers.
  • Monitor phone calls according to company's PEP program to improve quality, minimize errors and track performance.
  • Managed our call center by coordinating the agents, enrollments, and all incoming and outgoing phone calls.
  • Receive and direct incoming phone calls, handle customer inquiries and complaints, resolve billing inquiries and disputes.
  • Processed incoming domestic and international phone calls to a total volume of one million calls per year.
  • Monitor agents phone calls throughout the day by using the site's NICE systems and remote call-in.
  • Fielded telephone calls from customers who experienced issues using the company's website and provided troubleshooting advice.
  • Set up work, answered phone calls, cleaned around the shop and occasionally helped file paperwork.
  • Handled one third of leads generated using scripted phone calls to reserve appointments for potential clients.
  • Job Responsibilities: * Monitor representatives' phone calls to ensure that unit standards are met.
  • Handle online services including incoming customer emails, phone calls, and social media posts.

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10. Workforce

high Demand
Here's how Workforce is used in Call Center Manager jobs:
  • Developed the National Engagement Center strategy and implementations, including financial control/budgeting, quality assurance, workforce management and personnel.
  • Documented, tracked and reported all call monitoring activity to call center director, quality department and workforce management.
  • Developed and oversaw all management responsibilities including: hiring, workforce management, day-to-day operations, and employee incentives.
  • Worked directly with workforce management to develop and implement any necessary changes to meet or exceed regulated serviced levels.
  • Implemented a team environment to allow management to focus on individual representatives and create a healthy, competitive workforce.
  • Multifaceted management role examining performance and steering strategic testing, recommendations, and plans to elevate workforce efficiency.
  • Established call center metrics and reporting that provided strategic overviews of business operations, including workforce planning.
  • Create monthly FTE projections through calculating workforce needs based on forecast/historical volume to ensure proper phone/email coverage.
  • Assumed attendance/scheduling oversight following resignation workforce manager, with zero lapse in performance quality or productivity.
  • Pioneered new training curriculum for customer service agents that created career opportunities for an external workforce.
  • Monitored and evaluated workforce management and schedules to accommodate full coverage of forecast call volume.
  • Worked with workforce management to identify call volume trends and maximized ways to improve qualifications.
  • Developed Workforce Management direction and staffing plans to meet service and efficiency goals center-wide.
  • Implemented Aspect workforce management system, increasing availability, real-time adherence and agent utilization.
  • Researched, created and implemented documents to improve workforce processes and facilitate information flow.
  • Worked with Supervisor on workforce management ensuring budget was maintained and overtime minimized.
  • Develop workforce strategies to address key business plans and facilitate organizational change initiatives.
  • Recruited and hired Customer Service Representatives, Workforce Management Analysts and Supervisors.
  • Utilized workforce management software in order to schedule team with maximum efficiency.
  • Facilitated change in workforce management to support departmental and organizational goals.

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11. Process Improvement

high Demand
Here's how Process Improvement is used in Call Center Manager jobs:
  • Developed and conducted strategic training programs that resulted in national recognition in the areas of Safety, Diversity and Process Improvement.
  • Instituted process improvements for greater efficiency and accuracy in communicating with customers as well as local and state government agencies.
  • Documented all processes and procedures for the department and managed continual initiation of process improvements to maximize efficiency and productivity.
  • Orchestrated fiscally responsible operational and capital budget recommendations in support of process improvement in patient care and technology upgrades.
  • Worked closely with upper management in other center to implement efficiency improvement ideas and process improvement initiatives.
  • Facilitate the identification of continuous process improvement initiatives and the prioritization of these initiatives with management.
  • Use of motivational techniques to recommend and initiate process improvements necessary to attain expected targets.
  • Developed and implemented national process improvements with significant impact to productivity, sales and profitability.
  • Worked with other members of management and/or key associates to develop and implement process improvements.
  • Managed the day-to-day operations of Billing Adjustment analysis and Business Process Improvements for Customer Service.
  • Participated in broker user conferences to help establish expectations and gather feedback for process improvements.
  • Analyzed results, presented recommendations for improvement to management team and implemented process improvements.
  • Managed daily activities for an inbound Medicare call center including training and process improvements.
  • Developed and implemented policies, procedures and process improvements to enhance efficiency and effectiveness.
  • Analyzed data, provided reporting, evaluated, and implemented various high-impact process improvements.
  • Partner with other Management to actively identify process improvement and relationship building opportunities.
  • Performed progressive positive discipline and process improvement when productivity goals are not met.
  • Maintained company suspense report to identify cash posting issues and process improvements.
  • Promote process improvement through the successful application of management and quality tools.
  • Recommend and implement process improvements to facilitate the closure of identified gaps.

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12. Human Resources

high Demand
Here's how Human Resources is used in Call Center Manager jobs:
  • Enforced and documented corrective actions on any agent who violated company policies and or procedures following Human Resources Guidelines and approval.
  • Collaborated with Human Resources and hospital clinics to ensure training needs aligned with hospital objectives.
  • Verified payroll information for all call center employees and submitted information to human resources
  • Communicated local office policies/procedures on behalf of the Human Resources Department.
  • Provide related communications to supervisors from Human Resources and Management Staff.
  • Manage attendance and employee performance records within human resources guidelines
  • Ensured compliance with and application of Human Rights Act and Employee Standards Act in my role as a Human Resources Generalist.
  • Served as Affirmative Action Officer and corporate trainer regarding company policy and human resources issues for a staff of 51.
  • Launched Canadian Patient Services Center and internal Call Centers for IT Support, Finance, Facilities, and Human Resources.
  • Manage ongoing relationships with union leadership, labor relations and human resources regarding contractual and Verizon code of conduct policies.
  • Partnered with Human Resources Business Partner to implement HR Policies, Federal and State Laws, ADA and FMLA policies.
  • Worked closely with company President, other department managers, Human Resources, and call center representatives' direct supervisor.
  • Managed Call Center of 4 people for 6 branches while also holding the title of Human Resources Manager.
  • Managed over 300 representatives and administrative staff, including Human Resources, payroll, training and IT departments.
  • Managed 30 credit analysts, scheduled work hours, processed payroll and resolved all Human Resources related issues.
  • Worked directly with payroll, administration and Human Resources and interacted when it came to agent relations.
  • Oversee all aspects of security business to include Call Center, Human Resources, Sales and Service.
  • Managed all aspects of the day- to-day operations including both human resources and call center technology.
  • Spearhead Human Resources functions for the sales team, including hiring, interviewing, and development.
  • Directed and managed all aspects of daily business functions including budgeting, human resources and recruitment.

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13. Daily Operations

high Demand
Here's how Daily Operations is used in Call Center Manager jobs:
  • Developed several daily operations reports which highlighted areas of focus for improving business requirements to effectively guide management and fundraisers.
  • Monitor collection reports and daily operations in order to evaluate effectiveness of the current collection policies and procedures.
  • Managed and coordinated daily operations in Call Center, which included service level and customer satisfaction.
  • Guided Site Managers to become self sufficient in daily operations, including performance analysis and management.
  • Supervised 20 dealer service representatives who assisted dealerships with their daily operations via telephone.
  • Coordinated efficient training schedules for maximum effectiveness with minimum impact on overall daily operations.
  • Supervised company's daily operations, including customer service and administrative management activities.
  • Monitored daily operations to ensure quality and productivity metrics met customer standards.
  • Manage daily operations of customer communication center including six direct reports.
  • Managed daily operations assuring optimum cost controls and maximizing productivity.
  • Research and incorporate Call Center best practices/trends into daily operations.
  • Managed daily operations for free-standing psychiatric hospital Admitting department.
  • Implemented staffing schedule for daily operations and weekend/holiday coverage.
  • Manage National call center daily operations and performance improvement.
  • Maintained and improved daily operations by monitoring employee performances.
  • Maintain and manage daily operations of Eligibility Department.
  • Managed daily operations of operator assisted calls.
  • Executed daily operations of publicity company.
  • Directed daily operations for a call center environment, Created a business development, customer service, and documentation training program.
  • Managed all operations of the call center by ensuring daily operations ran smoothly and that all customer inquiries were resolved efficiently.

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14. Direct Reports

high Demand
Here's how Direct Reports is used in Call Center Manager jobs:
  • Established weekly performance discussions for direct reports to identify customer service strengths and areas of opportunity.
  • Managed Reimbursement Specialist of 22 direct reports to process claims electronically through various insurance plans.
  • Motivated direct reports to accomplish company sales goals through individual development plans and peer competitions.
  • Conduct ongoing effective performance reviews based on performance and behavioral requirement for direct reports.
  • Communicated frequently and effectively with Senior Management and direct reports.
  • Directed large team developing several direct reports advancing their careers.
  • Process all personnel and timekeeping information for direct reports.
  • Created and implemented individual development plans for direct reports.
  • Establish productivity metrics for direct reports.
  • Managed $13 million budget; led a team of 23 direct reports with a total oversight of 200+ team members.
  • Manage, developed and groom the development of direct reports, including several employees who were promoted to key leadership roles.
  • Managed three call centers, a $5.2 million operating budget, and nine direct reports who collectively managed 140 employees.
  • Hire, schedule, train, coach and educate direct reports to maintain a high level of customer care standards.
  • Maintained limited HR Information Management System including, Employee database and performance/records filing systems for past and current direct reports.
  • Assist upper management and trainers to develop, coordinate, communicate and train direct reports on program or product changes.
  • Established and maintained successful relationships with nearly every department in the division, including direct reports, colleagues and management.
  • Managed and supervised 16 direct reports in a customer service call center which takes calls for 26 different corporate clients.
  • Provide strategic and tactical oversight call center with 4 supervisors as direct reports; supervised three shifts of 50+ CRS.
  • Led team of 3 direct reports with 30 indirect employees in a call center environment providing excellent customer service.
  • Developed Call Center within the hospital integrating five separate areas into one centralized call center with 10 direct reports.

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15. Customer Complaints

average Demand
Here's how Customer Complaints is used in Call Center Manager jobs:
  • Managed team to resolve escalated customer complaints directly from the customer or the Public Regulatory Commission.
  • Preformed investigative research to determine accuracy of customer complaints and to assign correct responsibility for errors.
  • Handled and resolved irate customer complaints and problem solving to their satisfaction without causing additional escalations.
  • Developed and established procedures and policies governing customer correspondence and the handling of customer complaints.
  • Identify and implement corrective actions to address customer complaints and improve customer service levels.
  • Facilitated resolution of customer complaints and conflicts, representing company values and financial responsibility.
  • Leveraged problem resolution and customer service acumen to resolve customer complaints and concerns.
  • Acted as the point-of-final-call escalation to formulate resolutions to complex customer complaints.
  • Resolved customer complaints and/or answered customers' questions regarding policies and procedures.
  • Initiated and completed projects for upper management, resolved customer complaints/ inquiries.
  • Resolved escalated customer complaints and diffused tension to ensure customer retention.
  • Delivered positive customer service and was responsible for all customer complaints.
  • Utilized conflict resolution skills to effectively handle escalated customer complaints situations.
  • Handled escalated customer complaints and ensured timely and satisfactory issue resolution.
  • Resolved customer complaints regarding sales and service including promoting sales.
  • Investigate and resolve customer complaints to circumvent escalated situations.
  • Manage and direct resolution of escalated customer complaints.
  • Handled escalated customer complaints and provided problem-solving resolutions.
  • Received and resolved complex or sensitive customer complaints.
  • Reduced customer complaints dramatically that included safety issues.

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16. Internet

average Demand
Here's how Internet is used in Call Center Manager jobs:
  • Led emergency outsourcing process during internet security incident to maintain customers' satisfaction and confidence.
  • Managed the Internet Banking product and supported Marketing initiatives to promote utilization.
  • Detected and monitored fraud checking applications for all internet orders.
  • Developed GM s first Dealer initiated internet vehicle activation process.
  • Managed Computer/Phone/Internet services needs of the State of West Virginia
  • Initiated and facilitated product Lunch & Learns with marketing partners resulting in exceeding 100% of Equipment and Internet sales targets.
  • Managed and designed call center for Data Chambers offering internet technical support for North State customers of High Point, NC.
  • Evaluated and implemented the technical solution that enabled the integration of the call center with the corporations' Internet fulfillment strategy.
  • Team is responsible for $330M of the Direct to Consumer Internet Sales Division's $1.14B goal for 2004.
  • Managed reps in a technical sales support call center for fast growing internet retailer of consumer electronics parts and accessories.
  • Recruited staff using methods such as job fairs, college postings, Internet, classified advertisements and employment agencies.
  • Self-generated leads through an internet based platform lead program that I created that was proven to be very successful.
  • Managed multiple satellite teams via internet and monthly travels across San Jose, Salt Lake City and North Carolina.
  • Oversee Social Media/Internet team (live chat, all website inquiries/email communications, Facebook, Yelp, etc).
  • Processed all credit card payments, all Internet inquiries that included sales and assisted Director of sales as needed.
  • Advance knowledge and experience with the internet browsers, Microsoft office products, DST Rumba, and Smart Desk.
  • Coordinated efforts to sell to individuals, wholesalers, distributors, and retailers through internet and sales force.
  • Worked directly with CEO, and IT department to achieve Internet Banking product for credit union customers.
  • Achieve corporate quality goals by exceeding customer expectations in providing quality Internet, phone and video support.
  • Trained all sales associates in the 800 Loan Yes, Direct Mail and Internet Sales groups.

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17. Performance Management

average Demand
Here's how Performance Management is used in Call Center Manager jobs:
  • Administered performance management by diagnosing improvement opportunities, providing effective feedback, coaching, training, professional development, found solutions.
  • Administer performance management by diagnosing opportunities, providing effective feedback, coaching, training, professional development and corrective action plans.
  • Oversee Performance Management, ensure associate performance appraisals are completed and administered on a timely basis.
  • Performed ongoing training, assessment, and personnel administration functions including performance management and hiring.
  • Performed performance management on representatives which resulted in improved performance and also conducted employee terminations.
  • Lead performance management activities; facilitating use of coaching and other performance evaluation tools.
  • Conducted the performance management process and provide input and direction on career development.
  • Conducted performance management ensuring all service/sales levels for all areas were met.
  • Maximize potential of subordinates through coaching, development and effective performance management.
  • Developed and implemented performance management process and production and quality expectations.
  • Manage operational functions including training, recruiting, and performance management.
  • Developed and implemented employee productivity tracking tools and performance management guidelines.
  • Utilized performance management to drive associate accountability and enhanced quality assurance.
  • Implement Performance Management tools/initiatives to drive a balance of Accountability and Coaching
  • Developed and implemented performance management of all call center departments.
  • Implemented performance management index and monthly reviews.
  • Provided quality service coaching and performance management.
  • Performed performance management for attendance issues.
  • Implemented performance management and productivity metric.
  • Provided leadership and coaching to sales staff on selling skills, company policies and practices, performance management and career development.

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18. Corrective Action

average Demand
Here's how Corrective Action is used in Call Center Manager jobs:
  • Identify agent adherence to call center and data processing policies and procedures and implement corrective action when necessary.
  • Analyzed weekly team statistical reports, identified areas for improvement, and implemented corrective action through assigned supervisor.
  • Monitor performance indicators to proactively identify barriers to meeting departmental goals and Implement Corrective Action.
  • Conduct and administer performance evaluation, corrective action and update and manage attendance tracking.
  • Identified and initiated corrective action as a result of researching a policy
  • Created and administered corrective action plans and annual performance reviews.
  • Developed/implemented employee Performance Improvement Plans and Corrective Action programs.
  • Organized and executed corrective action according to policy guidelines.
  • Help with review feedback on monitoring sessions and assist staff and operations management to ensure all needed corrective actions are taken.
  • Resolved escalated calls by identifying area of dissatisfaction, possible course of corrective action, and/or creative solution(s).
  • Led day to day activities of staff management from training and motivation, to scheduling, evaluation and corrective action.
  • Partnered with Sales team managers to devise a corrective action plan to help resolve complex credit and collections issues.
  • Facilitate all personnel management; including new hire selection, staff development, coaching, corrective action and termination.
  • Maintained attendance for the Contact Center and delivered all corrective actions, which reduced turnover by 10%.
  • Performed job performance evaluations, interviewed, hired, and terminated staff, and implemented corrective actions.
  • Provided corrective action plans to reprimand sales agents found of compliance with company policies.
  • Prepared and completed corrective action plans, system audits, and root cause analyses.
  • Completed and maintained time sheets and attendance - administered corrective action where applicable.
  • Handle personnel issues and deliver corrective actions and performance improvement plans when needed.
  • Approved or declined all new hires, terminations and corrective action of personnel.

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19. Disciplinary Actions

average Demand
Here's how Disciplinary Actions is used in Call Center Manager jobs:
  • Resolved issues in a professional and timely manner and implemented all disciplinary actions in accordance with company policy and ensure consistency.
  • Maintained records of employee counseling sessions and disciplinary actions taken, to ensure unemployment specifications were met.
  • Maintained personnel performance records, weekly scheduling and time-off requests, disciplinary actions, and special accommodations.
  • Provide oversight and direction to managers regarding disciplinary actions and handle grievances.
  • Reduced employee turnover by enhancing candidate screening, selection and disciplinary actions.
  • Recommend and execute disciplinary actions as needed for appropriate termination of employees.
  • Facilitate Human Resource issues including interviews and disciplinary actions including terminations.
  • Managed performance of supervisory team, disciplinary actions and promotion recommendations.
  • Conducted interviews, prepared and delivered performance evaluations including disciplinary actions.
  • Deliver and administer routine disciplinary actions to staff as required.
  • Managed staff and resolved disciplinary actions and performance issues.
  • Administered training actions as well as disciplinary actions.
  • Addressed performance issues and implemented progressive disciplinary actions.
  • Created company-wide disciplinary actions and company guidelines.
  • Handle employee disciplinary actions and training opportunities.
  • Recommend disciplinary actions, up to termination.
  • Administer disciplinary actions as required for agents.
  • Maintain agent records and disciplinary actions.
  • Administer disciplinary actions as needed.
  • Updated employees' files ensuring attendance reports, training logs, awards / accomplishments, and disciplinary actions were maintained.

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20. ACD

average Demand
Here's how ACD is used in Call Center Manager jobs:
  • Worked with ACD administration to ensure Call Management system was aligned and delivering a positive customer experience.
  • Reviewed ACD data to ensure productivity and identify possible problems.
  • Implemented and managed a new ACD call center to support the Emerging High-Speed Internet transport products such as ISDN and DSL.
  • Connected Meridian Technology in the Field to Call Center Aspect ACD switches - Assisted in development of menus and call prompting.
  • Team ACD call quality monitoring to ensure associates were adhering to scripts, and meeting call standards on each call.
  • Used Genesis to pinpoints how well calls have been handled and routed through the Business Center (ACD system).
  • Purchased and implemented Workforce Management tool and built all reports that interface with Telephony@Work (ACD) database.
  • Developed an extensive working knowledge of ACD, PBX, telephony call center design, programming, and warehouse shipping.
  • Manage call center call flow, queues, after call disposition (ACD), and call quality adherence.
  • Analyzed ACD statistical data & made staffing recommendations based average queue answer/hold time, abandoned rate and overflow ratios.
  • Managed evaluation, testing and implementation of call recording system, routing tables, ACD system, etc.
  • Created and implemented all ACD reporting, schedule adherence reports, Quality Monitoring Program, and Merit Programs.
  • Achieved 98.9% systems availability for order processing and PBX / ACD systems to 400+ seat call center.
  • Monitor daily sales results, ACD service levels, outbound productivity, and overall agent performance and productivity.
  • Utilized ACD equipment to provide call statistics and monitoring results to President and CEO of the company.
  • Utilized ACD reporting to help supervisors focus on the CSR's that needed to improve individual performance.
  • Monitor ACD and correspondence activity and daily forecasting to meet departmental and client specific goals and objectives.
  • Pulled ACD data daily/weekly/monthly to manage performance of team and provide staffing and call routing solutions.
  • Assisted the reps on the floor with any questions they had about billing and MACD orders.
  • Redesigned ACD & routing setting to more effective route calls & improve the customer experience.

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21. CRM

average Demand
Here's how CRM is used in Call Center Manager jobs:
  • Directed Delivery Team of 126 individuals in engineering quality assurance and operational and sales support to CRM and project management.
  • Work collaboratively with Division Directors and Commissioners overseeing the development of an Enterprise CRM strategy based on current pilot results.
  • Demonstrated significant understanding of Customer Relationship Management (CRM) tools to enhance measurement and analysis of marketing results.
  • Managed the ongoing transition between Lotus Notes system to SharePoint/Microsoft Dynamics CRM solution.
  • Designed and developed custom CRM solutions for client specific consumer complaint management.
  • Spearheaded Customer Relationship Management (CRM) solutions for call center representatives.
  • Assisted in leading call center technology efforts in managing the implementation of a CRM and IVR system with PeopleSoft and Verizon.
  • Communicated extensively with CEO, President, and developers on CRM designs, customer acquisition strategy, and database management.
  • Served as point person on the design, development and testing of a customized CRM and other high impact initiatives.
  • Aided in development of CRM systems to provide seamless integration with numerous carrier services and training of new members.
  • Use the WeightNot CRM database to record client information, activities related to client relations and the sales process.
  • Project scope included CRM and IVR system implementations, as well as new product and partner programs launches.
  • Ensured all trouble tickets were input correctly into CRM tracking database for clients from all over the Nation.
  • Worked with CRM team in ensured the accurate communication of objectives of company with customer's first call.
  • Managed RFP and vendor selection processes for enabling technologies including, CRM software, phone system upgrades.
  • Worked with CRM tools to manage leads, generate business, and manage large volume accounts.
  • Project Management and CRM Data Analysis in Call Center Capacity along with preparation for Quality Audits.
  • Developed and instituted continuous customer quality standards, goals, and metrics, using CRM strategies.
  • Implemented and developed a new CRM system which resulted in departmental savings of $5 million.
  • Managed all CRM related projects and implementations as well as perform the initial CRM configuration.

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22. Outbound Calls

average Demand
Here's how Outbound Calls is used in Call Center Manager jobs:
  • Developed and implemented outbound call strategies focusing on a relationship-building approach on all outbound calls.
  • Monitored productivity of customer service representatives and generated reports on inbound and outbound calls.
  • Generated appointments via inbound/outbound calls using promotional incentives.
  • Increased outbound call volume by 20% year one to 550K outbound calls, 55K inbound calls and 22K chat interactions.
  • Assisted in training and coaching staff to handle all inbound and outbound calls related to customer service issues and welcome calls.
  • Manage and report quality assurance metrics on all outbound calls to ensure script adherence and best practices are in place.
  • Managed a team of representatives making outbound calls regarding regulation E and the changes that would affect customer DDA accounts.
  • Monitored inbound and outbound calls, created schedules for reps, trained them, hired and terminated reps when necessary.
  • Implemented a goal oriented performance metrics to capture quantity, talk time and quality for both inbound and outbound calls.
  • Manage agents for all inbound/outbound calls and scheduling responsibilities for core regional business, plus licensees in different geographies.
  • Increased outbound call volume from 1000 to over 4000 outbound calls per day, over a 6 month period.
  • Monitored outbound calls and evaluated individual performance of sale agents to improve call efficiency, and productive sales.
  • Deal with a combination of inbound or outbound calls from the callers or from a call center agent.
  • Assist Health Care Advocate with outbound calls for concurrent review cases to request clinical and obtain/verify discharge dates.
  • Performed outbound calls & scheduled appointments for free carpet & furniture cleaning to demonstrate the Kirby vacuum.
  • Conduct 20-30+ outbound calls daily plus email follow-ups and research in addition to administrative and reporting responsibilities.
  • Managed call center team of 20-25 students handling outbound calls to school alumni and previous donors.
  • Fast paced call center responsible for making multiple outbound calls daily and scheduling appointments for Salesman.
  • Ensured Call Center Representatives made 50 outbound calls per day with 2 hours of talk time.
  • Coach and train team members on outbound calls that generated additional $70,000 in four months.

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23. Customer Care

average Demand
Here's how Customer Care is used in Call Center Manager jobs:
  • Instituted Customer Care group in order to ensure timely and accurate follow-up with customers having problems and/or escalated concerns
  • Conducted performance counseling with Supervisors regarding performance for Customer Care Representatives and Team Leads.
  • Evaluate the effectiveness of Customer Care Center operations by monitoring performance against assigned standards.
  • Motivated, coached and developed customer care team to exceed performance expectations.
  • Achieved customer care and quality goals, positively impacting business performance.
  • Developed a training program for customer care coordinators.
  • Prepared weekly reports for customer care supervisor.
  • Interviewed, hired and conducted new hire orientation for customer care supervisors and other exempt positions within the customer service department.
  • Designed training programs to better provide exceptional customer care, monthly reports, and quarterly meetings as well as employee evaluations.
  • Assisted with the training department to identify and provide training for Supervisors, Team Leads, and Customer Care Representatives.
  • Increased sales by strengthening customer care practices and initiated a successful add-on campaign that increased monthly revenue by 50%.
  • Improved customer care relations between utility company and customers by improving customer care soft skills and productivity by 60%.
  • Created an internal Project Management approach for the Customer Care Department that improved Service Levels, and Customer Satisfaction.
  • Develop in-house customer care portal for internal / external use and monitor efficiency of care center and services.
  • Managed a team of 15-20 call center agents providing customer care for existing and potential benefit plan members.
  • Launched a social media customer care team to interact and support with customers via multiple social media platforms.
  • Provide call center consultation for all areas of the company for maximum customer care and employee survey ratings.
  • Lead a pilot team within Customer Care to take overflow Inbound Sales calls to assist Service Levels.
  • Trained customer care representatives to elevate service skills and achieve high levels of client retention / loyalty.
  • Managed, coached and developed a team of customer care sales professionals to perform quality customer service.

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24. Sales Representatives

average Demand
Here's how Sales Representatives is used in Call Center Manager jobs:
  • Developed implemented and monitored marketing programs to maximize sales and manage on-site and off-site call center sales representatives.
  • Trained Sales Representatives on outbound campaigns and monitored to ensure success, providing quantitative and qualitative feedback.
  • Direct supervision/coaching of 18 inside sales representatives and 1 supervisor in account maintenance and territory growth.
  • Call Center Manager responsibilities include: recruitment, hiring and training of Supervisors and telesales representatives.
  • Trained and guided representatives/managers to ensure maximum profitability and retention of 300 sales representatives.
  • Managed 8 administrative specialists who performed back up support to the telemarketing Sales Representatives.
  • Fostered performance and career development of all sales representatives providing incentives to top-performing employees.
  • Managed inbound sales and customer service department and outbound season/group ticket sales representatives.
  • Create standard operating procedures for customer satisfaction for both service and sales representatives.
  • Monitor staff productivity to generate reports sales representatives can provide potential clients.
  • Developed and conducted comprehensive training seminars for customer service and sales representatives.
  • Provided supervision and mentoring of 5 supervisors and 150+ telesales representatives.
  • Recruited and coached inbound customer service and outbound sales representatives.
  • Developed multiple customer service and sales representatives to supervisor positions.
  • Managed a staff of customer service/team leaders and sales representatives.
  • Managed six supervisors and over 100 Telephone Sales Representatives.
  • Managed approximately 30 sales representatives.
  • Interviewed and hired sales representatives.
  • Lead teams of up to 50 people and coordinated recruitment and training of the call center sales representatives and management staff.
  • Ensured all sales representatives offered the highest level of customer satisfaction by following company guide lines, policies, and procedures.

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25. Data Entry

average Demand
Here's how Data Entry is used in Call Center Manager jobs:
  • Performed general support duties related to dispatch activities including data entry.
  • Performed complex data entry for proper analysis.
  • Maintained hands on accountability for data entry, collections, retention, payment posting, and Audit Bureau of Circulation requirements.
  • Proposed and implemented a plan to bring the data entry function in-house resulting in cost reduction by 10 to 15%.
  • Saved over $30k in year-end processing costs by working closely with IT Department to streamline the data entry process.
  • Developed scorecards to measure the quality of: data entry, soft skills, technical accuracy and call resolution.
  • Developed various lines of call center business, specialty pharmacy, mail order pharmacy, RX data entry.
  • Installed Integrated Voice Response System for field tech call completion data entry, annual savings of $250,000.
  • Directed all functional areas of the Call Center, Data Entry Department, Training and Work Force Management.
  • Managed all membership data entry and fulfillment activities, including the Wildlife Preserver program and Pathway Endowment.
  • Recommended changes to the Call Center application to improve data entry, accuracy and delivery of services.
  • Answered phones, dispatched service request calls, performed data entry, filing and various other clerical duties
  • Performed data entry duties for Quality Assurance, Training Team, and Content Team with excel.
  • Organized files, created and maintained spreadsheets, scanned documents, and data entry.
  • Completed administrative tasks e.g., data entry, filing, records management and billing.
  • Train Order entry group on the data entry and auditing of EDI orders.
  • Managed, led, directed, coached and supervised call center/data entry team.
  • Set up and data entry for Order Management and Customer Management System.
  • Maintained appropriate call records, data entry reports and team schedules.
  • Assist with filling out of lease agreements and all data entry.

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26. Company Policies

average Demand
Here's how Company Policies is used in Call Center Manager jobs:
  • Analyzed trends to identify non-revenue producing calls and making recommendations to senior management to modify company policies and procedures.
  • Addressed all performance concerns and issued appropriate disciplinary action in accordance with company policies and guidelines.
  • Provided Senior Management feedback on company policies and procedures and their effectiveness in meeting goals.
  • Maintained and developed a quality leadership team by training/coaching employees on company policies and procedures.
  • Maintained and ensured adherence to company policies, including quality performance and attendance requirements.
  • Promoted and enforced company policies and procedures while cultivating a positive work environment.
  • Evaluate company policies/procedures to ensure compliance client goals/metrics are met.
  • Established client relationships and discussed company policies involving corporate direction/strategies.
  • Communicated job expectation and enforced company policies and procedures.
  • Reinforced company policies and procedures through monitoring progress.
  • Develop and document company policies and procedures.
  • Facilitated customers in company policies and procedures.
  • Implement company policies to ensure productivity.
  • Instituted and enforced company policies.
  • Monitored training team performance, coached for improvement, and ensured that training team followed department and company policies and procedures.
  • Worked consistently with HR Manager to assure company policies and guidelines were met regarding employee leaves, attendance and discipline.
  • Managed difficult and hard to handle guests by providing total customer service satisfaction by staying in line with company policies.
  • Provide guidance, counseling, coaching and/or disciplinary actions when needed for performance deficiencies and/or violations of company policies.
  • Maintained Compliance with nursing standards, company policies and shared principles when providing clinical assessments and health education.
  • Provide leadership to ensure positive employee relations, understanding of and compliance with company policies and procedures.

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27. IVR

average Demand
Here's how IVR is used in Call Center Manager jobs:
  • Devised and implemented IVR features to enhance the automation of self-service call routing functionality eliminating redundancy in infrastructure.
  • Contributed to preparation of customer newsletter, featuring service achievements and customer self-serve IVR options.
  • Developed, coordinated, and implemented: o Call center, IVR, and voice recognition applications for multiple departments.
  • Help to triage issues relating to the IVR and various projects as assigned by Manager of the Call Center.
  • Served on a 6-10 person task force, which successfully implemented an interactive voice response (IVR) system.
  • Managed multiple projects simultaneously, e.g., complex IVR projects, system-wide cross domain software implementations and the like.
  • Collaborated with IVRS team to develop web-based patient recruitment screening tool, allowing offshore vendors to utilize system.
  • Partnered with IT operations support to address issues/problems with IVR and third party verification (TPV) vendors
  • Monitored toll-free telephone call volume and Integrated Voice Response (IVR) performance and suggested seasonal enhancements.
  • Utilized Sony Sound Forge Audio Studio to edit audio wave files to upload to the IVR.
  • Reduced agent talk time 15% by streamlining scripting, IVR flow, and screen pop.
  • Process calls from the Interactive Voice Response (IVR) to collect on files with balances.
  • Created and designed on Excel one spreadsheet report that consolidated clearly the IVR five pages report.
  • Provided phone assistance when necessary as well as managed call routing system and IVR recordings.
  • Coordinated the IVR (Interactive Voice Response) implementation in the Great Valley Call Center.
  • Manage implementation of Cisco platform for call routing, IVR utilization and call center reporting.
  • Support IVR application through the recording of the main application for quality assurance.
  • Lead vendor sessions and approach to enhancing the Cisco telephony and IVR solutions.
  • Developed and implemented new procedures (IVR, call reports, etc.)
  • Create new IVR system call flow and marketing campaign for physicians and patients.

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28. High Volume

average Demand
Here's how High Volume is used in Call Center Manager jobs:
  • Developed high volume talent acquisition strategies and managed hiring of production and supervisory staff for site.
  • Directed day-to-day operations within a high volume technical call center supporting twelve products.
  • Managed various operational aspects of dynamic, high volume optical practice.
  • Established call center to respond to a high volume of Class Action and Mass Tort litigants seeking advice on Phen-Fen litigation.
  • Managed 30 employees in a high volume call center facility, provided quality standards for services and evaluation of customer satisfaction.
  • Managed a Team of 52-70 Customer Service Representatives and 2 Team Supervisors for a fast paced, high volume Call Center.
  • Answered high volume of incoming calls regarding products, trained and developed 14-16 employees daily, payroll, hired and terminated
  • Managed high volume call center and ensured call volumes were managed and corporate customer experiences and revenue goals were achieved.
  • Proved ability to multitask, handle salesroom, resolve customer issues and excel within a demanding, high volume setting.
  • Supervised and managed a team of 35-50 Customer Service Representatives in a culturally diverse, high volume call center environment.
  • Work with a team of analyst, to identify high volume issues that affect the majority of the stores.
  • Directed the unit operations of a high volume 24/7, 100-seat customer care call center serving Hewlett-Packard customers worldwide.
  • Managed multiple teams in Customer Service Department in 200+ seat high volume commercial and personal insurance inbound/outbound call center.
  • Managed a call center of 50+ customer service and sales representatives in a fast paced, high volume environment.
  • Experience with high volume incoming and outgoing calls, Desire to assist customers with daily issues and concerns.
  • Promoted to manage a high volume call center, correspondence, and claims processing facility for the DoD.
  • Answered high volume of incoming calls, securing reservations for nights out on the town and special events.
  • Received and screened a high volume of internal and external communications, including email and in person.
  • Managed success and customer service level of over 90 employees in a high volume call center environment.
  • Managed high volume call center (30,000 calls per week) servicing in-state and out-of-state provider inquires.

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29. Staff Members

average Demand
Here's how Staff Members is used in Call Center Manager jobs:
  • Governed daily application and departmental adherence to operational policies and procedures; monitored performance of staff members according to established standards.
  • Provided comprehensive on-the-job-training and created seminars to updated current staff members on updated policies and procedures.
  • Monitored the performance of staff members according to established standards and conduct performance evaluations.
  • Established/authored/published parameters for Warranty Campaigns/Service Bulletins to dealers and internal staff members.
  • Assisted staff members in handling difficult customer interactions and intervened when necessary.
  • Facilitated customized cross training opportunities to 105 staff members.
  • Worked closely with supervisors to ensure that the call center staff members always attempted to meet and exceed the corporate goals.
  • Managed a call center operation of over 50 employees and acted as liaison between clients, supervisors, and staff members.
  • Supervised Collection/Customer Service Call Center Operations, with 3 manager level direct reports, 6 supervisors and over 60 staff members.
  • Develop and provide up to date, continuous training to ensure correct and new procedures for new and current staff members.
  • Implemented other measures to ensure high satisfaction and drive of staff members to reach their own daily and weekly goals.
  • Set up call center with ten staff members, oversaw customer service and oversaw several integrated projects and system conversions.
  • Created and developed company new hire training program, as well as updated training for all current staff members.
  • Ensured training of all staff members and instructed them on customer's methods, procedures, and standards.
  • Participated in the selection of strong, productive staff members and actively engaged in employee coaching and development.
  • Supervised, trained, mentored and coached 12 inbound call center staff and 6 fulfillment staff members.
  • Mentored multiple call center staff members one-on-one into becoming an independent to handle inquiries from travel agencies.
  • Prepared monthly post review of credit decisions made by staff members to improve overall performance and quality.
  • Perform one on one evaluation meetings with all staff members on a monthly basis or as needed.
  • Assisted and advised staff members in resolving problems and issues that arose with internal and external customers.

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30. Phone System

low Demand
Here's how Phone System is used in Call Center Manager jobs:
  • Maximize productivity through close supervision of the Customer Relationship Management and phone systems.
  • Facilitated companies to transition from legacy phone system to a contemporary solution.
  • Selected and coordinated installation of new telephone system.
  • Programmed, installed and maintained company-wide telephone system.
  • Completed system maintenance on Dictaphone system.
  • Surpassed established SLA goals by providing training, scheduling for optimal coverage and utilizing phone system reporting for forecasting call volume.
  • Integrated new technologies into the operation: AMS call monitoring system, Blue Pumpkin scheduling software, ASPECT phone systems.
  • Launched new phone system, created QA process, created standard operating procedure manual and training manual for company.
  • Project Team Manager for the departments automated phone system-responsible for setting up daily call jobs and trouble shooting.
  • Trained call center representatives and management on new phone system usage and reporting features and documented all processes.
  • Installed Cisco B2 server, 2 IBM servers, and 7869 phone systems, and installed Cisco Presence.
  • Researched and recommended vendors for call center, company telephone systems and local and long distance telephone services.
  • Restructured telephone system, and managed the metrics, which resulted in 97% decrease in abandoned calls.
  • Spearheaded project to research, select, and install new Siemens phone system from concept to completion.
  • Served as primary point of contact with phone system vendors to ensure proper operations and maximum efficiency.
  • Researched, recommended and managed installation of new phone system, local T-I and long distance T-1
  • Procured, configured and maintained an IP PBX phone system for the admin and sales staff.
  • Up graded the phone system to meet call center standards for reporting and call routing.
  • Installed, trained staff, and maintained operations of all branch phone systems and peripherals.
  • Trained, coached and mentored staff to ensure smooth adaption of new phone system program.

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31. Performance Goals

low Demand
Here's how Performance Goals is used in Call Center Manager jobs:
  • Managed the Newcomers function to include quantifying and evaluating performance goals, manage department budget and coordinating advertising and sales presentations.
  • Supervised 3 Customer Service Representatives, setting performance goals and conducting mid-year and end-of- year evaluations.
  • Established and monitored performance goals and expectations of all Customer Service and Delivery Specialist personnel.
  • Identified trends and initiated corrective action with Sales Supervisors to achieve productivity and performance goals.
  • Developed and implemented consistent leadership practices resulting in the achievement of performance goals.
  • Developed Supervisors to more effectively coach sales/marketing force to achieve performance goals.
  • Establish actionable and measurable performance goals for Provider Service Representatives.
  • Develop and supervise operational and performance goals for the department to meet targets while encouraging success in personal and team achievements.
  • Track, monitor and achieve call and resolution performance goals as set by Executive Leadership and stipulated in client service agreements.
  • Communicated Objectives and results daily to support, recognize and reward Patient call center coordinators for meeting and exceeding performance goals.
  • Developed, managed, and trained employees to achieve performance goals while ensuring operations are aligned with new core call strategies.
  • Produce and review reports to monitor the response to customers and manage employees to meet performance goals and customer service levels.
  • Coached functions involving customer contact, action plans to achieve daily performance goals, and maintained motivation for call center team.
  • Increased contact center performance by 10% with the implementation of Schedule Adherence reporting and individual employee performance goals.
  • Created and implemented sales and service performance goals along with incentive plans designed to motivate staff to achieve them.
  • Achieved productivity and performance goals by leading, motivating, mentoring, and coaching call center agents daily.
  • Motivated and coached a specific team of 15, maintaining and improving specific sales and performance goals.
  • Established performance goals, providing focus and performance reviews, and supported team and individual employee development.
  • Reviewed, reported, and tracked customer service productivity, quality, and sales performance goals.
  • Incorporate motivational skills to encourage and challenge individuals and sales teams to achieve set performance goals.

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32. QA

low Demand
Here's how QA is used in Call Center Manager jobs:
  • Credited for minimizing errors and losses through implementation of QA processes that generated significant incremental revenues with minimal increase in risk.
  • Revised mandated sales script from 25 pages to 16 pages to maximize sales flow efficiency without compromising Dish Corporate QA expectations.
  • Evaluated and provided monthly Quality Assurance (QA) written feedback to the management on the trainee's progress and performance.
  • Developed Scripting, Handbooks, Reporting tools, and Sales training documents for QA, Team Leads, and Representatives.
  • Created and marketed new products for the business, wrote training, documentation, scripts and QA docs for center.
  • Reviewed QA, data entry and all calls, making sure to pass all audits as well as client monitoring.
  • Created QA Group to monitor calls and email based on soft skills, compliance, tone of voice, and accuracy
  • Developed the project plan for the QMS project, recruited and hired the QA (Quality Assurance) staff.
  • Conducted needs assessment and developed documentation on quality assurance (QA), process and procedures for Call Center.
  • Created and executed MS Project plans, QA test and escalation procedures, facilitation of interdepartmental team meetings.
  • Provided weekly reports to HR, QA, and Sales Managers on progress for all new hires.
  • Implemented metrics-driven best practices, improving QA scores from 80% to 90%-95% monthly.
  • Performed the required QA team monitors that were due each week for each rep on the floor.
  • Participate and assist with recommendations with QA department in guideline changes to QA and QC forms.
  • Increased appointment run rates and volume through implementation of QA processes and targeted scheduling zones.
  • Determine needs for additional training of assigned staff based on work review and QA reviews.
  • Devised ways to increase production through metrics including QA, call interview monitoring & training.
  • Monitored and coached team leads, QA, and reps to maximize quality and performance.
  • Worked with QA and Training Manager on creation of a corporate new manager training program.
  • Created a more objective QA monitoring tracking system that was approved and implemented.

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33. Incentive Programs

low Demand
Here's how Incentive Programs is used in Call Center Manager jobs:
  • Informed customer of incentive and partnership programs and escalated cases regarding incentive programs and unethical conduct relating to mortgage funding.
  • Established a competitive sales force by offering aggressive compensation, desirable benefit packages and performance-driven sales-incentive programs.
  • Designed and implemented extensive employee incentive programs resulting in improved productivity and higher call quality scores.
  • Led the sales growth by offering performance-driven sales-incentive programs and orchestrating successful promotional campaigns.
  • Improved team's individual productivity and performance by implemented customized employee incentive programs.
  • Create and execute staff incentive programs while controlling departmental budget expenditures.
  • Organized telephone sales incentive programs and facilitated telephone sales improvement classes.
  • Developed cost savings incentive programs to keep department within budgetary limits.
  • Facilitated training on products, communicated goals and incentive programs.
  • Implement incentive programs/contests to meet performance objectives utilizing Microsoft programs.
  • Develop and maintain incentive programs to keep salespeople motivated.
  • Improved team morale through original sales-based incentive programs.
  • Developed and implemented cross-selling tools and incentive programs.
  • Developed and administered staff incentive programs.
  • Developed sales incentive programs for call center through call-type for costing and training, increasing sales as much as 50%.
  • Devised innovative sales plans and introduced incentive programs, which resulted in overachieving all sales goals and objectives.
  • Reward & incentive programs created/ implemented to bolster agent morale, recognize great agents and creative fun.
  • Improved staff morale through the implementation of incentive programs, employee events, and improved employee relations.
  • Implemented comprehensive training programs and introduced two new initiatives: Issue Resolution Management and Employee Incentive Programs.
  • Coached, motivated and retained staff through co-ordination of bonus, reward and incentive programs.

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34. Day-To-Day Operations

low Demand
Here's how Day-To-Day Operations is used in Call Center Manager jobs:
  • Managed day-to-day operations for telemarketing and market research department for an outside sales arm of this international firm.
  • Oversee day-to-day operations and monitor and analyze metrics to ensure optimum staffing levels/call routing.
  • Supervised staff of 13 in managing day-to-day operations of distribution center customer service department.
  • Managed day-to-day operations, successfully implemented teamwork and Standards of Operations for the company.
  • Provided Investor Services operation with leadership, guidance and direction of day-to-day operations.
  • Identified training needs and revamped working aids related to day-to-day operations.
  • Directed day-to-day operations of commercial collection agency's Nevada collections center.
  • Developed and organized day-to-day operations for Pharmaceutical call center.
  • Managed day-to-day operations of call center.
  • Managed day-to-day operations for the call center
  • Managed day-to-day operations of a high-volume call center with $25 million in revenue and a $3 million operating budget.
  • Assist with leading staff and managing day-to-day operations of the call center, title team and specialty assignment desks.
  • Managed the day-to-day operations of the Medicare Membership Department Call Center of 40 employees for the California region.
  • Managed the day-to-day operations for the call center including communications and strategic planning for the call center.
  • Managed the day-to-day operations of an extremely high call volume Customer Service and Technical Support call center.
  • Managed and coordinated the day-to-day operations of Quality Control, HR, Training, and IT.
  • Led a staff of ten to fifteen managers in the effective direction of day-to-day operations.
  • Directed day-to-day operations of call center in a blended (outbound & inbound) environment.
  • Manage the day-to-day operations of a call center that averages 2300 inbound calls per day.
  • Managed day-to-day operations of the Polk Global Product Help Desk and Toyota Program Headquarters.

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35. Customer Retention

low Demand
Here's how Customer Retention is used in Call Center Manager jobs:
  • Key contributor in the development and implementation of an efficient customer retention strategy designed to produce World Class Customer Service.
  • Created a highly energized team with emphasis on customer retention that significantly increased revenues and profits.
  • Managed customer retention and reactivation division for subscriptions to the local paper and magazines.
  • Developed and implemented measures to empower employees to more effectively impact customer retention.
  • Performed service recovery for customer retention and maintain customer relations.
  • Managed non-exempt employees to achieve/exceed department standards and customer retention.
  • Handled escalation calls for customer retention and service recovery.
  • Followed through on inter-departmental escalations to increase customer retention.
  • Created, implemented and improved upon customer retention program.
  • Recognized for outstanding performance and customer retention programs.
  • Program lead to higher sales and customer retention/satisfaction.
  • Handled call escalations and customer retention.
  • Call center customer retention team, responsible trouble shoot cell phone, sales, billing, and revenue protection and more.
  • Project lead for customer retention within the call center focusing on reducing customer issues which resulted increases in customer retention.
  • Resolved customer issues quickly and worked on customer retention packages that included correspondence with customers via email and mail.
  • Empowered department Leads with the ability to offer discounts to help keep customer retention high and returns low.
  • Increase customer retention by 121%, customer retention increased from 25% to 54% on average.
  • Managed client base customer retention and phone order entry department with four Supervisors and 100 + on-line associates.
  • Produced weekly, monthly and quarterly reports on customer retention, up sales and auto ship enrollments.
  • Lead my team to be 1st in customer retention, satisfaction, and one call resolution.

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36. Avaya

low Demand
Here's how Avaya is used in Call Center Manager jobs:
  • Owned set up of AVAYA - call center system through covering both of technical systems & technology solutions.
  • Integrated AVAYA telephony and CRM technologies for a productive environment.
  • Coordinate and schedule conference calls utilizing Avaya Conference Solutions.
  • Call center products responsible for sales teams incrementally increasing Avaya revenue through the sales of new features and increased customer satisfaction.
  • Assessed the current Avaya telephone system; included Call Center queue assignments, agent assignments, and available system reports.
  • Maintained all aspects of Avaya VoIP S8700 switch including vectors and call routing for local and remote call center staff.
  • Implemented new ideas and utilized EDI transactions along with using proficient ways of achieving sales tasks via Avaya phone systems.
  • Maintained and coordinated the call flow by managing staff incoming queues via Avaya's telephony system.
  • Assessed performance of a 30 member call center using specialized expertise in Avaya Phone Reporting.
  • Implemented Avaya VoIP phone systems and CMS supervisor upgrades for the US customer operations division.
  • Monitored all calls using the Avaya software system to maintain integrity of call center.
  • Subject Matter Expert (SME) for Verizon VoIP and Avaya Hosted TTSCC operations.
  • Coordinated district change projects for the Avaya and Cisco phone system conversions.
  • Monitored staff using Avaya CMS program to ensure quality metrics were met.
  • Managed the Avaya Phone Servers to ensure adequate performance from the Representatives.
  • Utilized AS400 and Avaya systems in performance of daily activities and reporting.
  • Team Management Extensive knowledge of Avaya phone system and all reporting.
  • Utilized Avaya phone systems and WFM to maintain required KPI's.
  • Selected and implemented the AVAYA BCMS Vu product.
  • Utilized Avaya Phone and Call Monitor programs.

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37. Customer Calls

low Demand
Here's how Customer Calls is used in Call Center Manager jobs:
  • Coached / developed each representative to improve performance, answered customer calls, and successfully resolved customer problems.
  • Answered all escalated customer calls, monitoring quality and adherence to company standards.
  • Direct customer calls to appropriate areas and company contacts utilizing a centralized switchboard.
  • Directed and escalated customer calls for quick resolution resulting in customer satisfaction.
  • Provide coaching, mentoring and feedback to team members as opportunities arise to improve handling of customer calls and claims processing.
  • Answered a constant flow of customer calls with up to [Number] calls in queue per minute.
  • Managed e-mail work flow to ensure targets are met, balancing both customer calls and e-mail completion.
  • Assure customer calls are answered rapidly, inquiries are resolved, and excellent customer service is provided.
  • Automated handling of 70%+ of incoming customer calls through implementation of first Voice Response Unit.
  • Provided guidance to the customer service team when handling more complex customer calls/issues and or concerns.
  • Trained courtesy of the phone and prepared procedures when a customer calls to report an accident.
  • Lead sales team with meeting monthly sales, productivity and retention targets on inbound customer calls.
  • Handled customer calls to resolve disputes, help them refinance, offer write-downs and pursue foreclosures.
  • Ensured that inbound customer calls, product sales, and service areas were operated efficiently.
  • Assist with escalated customer calls and set insurance broker with appointments for sales.
  • Coach 17 representatives by monitoring and scoring incoming customer calls for quality control.
  • Managed 8-12 teams of call center employees to handle incoming customer calls.
  • Monitored customer calls for quality and compliance to call center standards.
  • Define and manage Call Center indicators for Inbound/Outbound customer calls.
  • Tracked and handled all irate customer calls, daily.

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38. Staff Performance

low Demand
Here's how Staff Performance is used in Call Center Manager jobs:
  • Monitored staff performance, set high standards, ensured full adherence to corporate policies/procedures, and recommended operational improvements as needed.
  • Developed processes and materials for improving staff performance.
  • Prepared staff performance analysis reports.
  • Monitored calls and met with Sales agents daily to track call center staff performance and to improve agent qualities.
  • Developed internal metrics to measure staff performance, ex: first call resolution, dropped calls, agent availability.
  • Hire and train front-line supervisors responsible for recruiting, training, and supervising employees and evaluating staff performance.
  • Created daily, weekly and monthly employee report cards and monitoring sheets to effectively monitor staff performance.
  • Manage 550 CRC staff performance by utilizing phone, order entry, sales and schedule adherence reports.
  • Reviewed call center statistics to measure staff performance and identify KPI's that may need improvement.
  • Reviewed call center statistics and Quality Monitoring to measure staff performance and the need for improvement.
  • Reviewed call center statistics bi-weekly to measure staff performance to ensure quality assurance standards were met.
  • Monitor staff performance for professional growth and adherence to company policies and ensure meeting company goals.
  • Develop training and other education material and programs to enhance call center staff performance.
  • Drive sales and improve staff performance by facilitating marketing and leadership training courses.
  • Review staff performance and charge backs that are received by credit card companies.
  • Created qualitative standards and tracked staff performance levels by monitoring random calls.
  • Review call center statistics to measure staff performance to maintain service quality.
  • Assessed staff performance for promotions, salary increases, or necessary training.
  • Assigned work and monitor staff performance to optimize schedules and budgets.
  • Hired, trained, developed, and evaluated staff performance.

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39. Quality Standards

low Demand
Here's how Quality Standards is used in Call Center Manager jobs:
  • Supported staff in resolving any technical or customer relation concerns, meeting quality standards and customer satisfaction targets.
  • Motivated managers and telemarketing team in support of achieving outstanding customer service while adhering to quality standards.
  • Provided input as subject matter expert on implementing call monitoring software and establishment of call quality standards.
  • Motivated representatives to achieve call volumes while maintaining high quality standards and performing additional assignments.
  • Implemented improvement processes to ensure customer objectives were being exceeded including sales and quality standards.
  • Established and maintained production and quality standards to ensure efficiency and customer service satisfaction.
  • Ensured adherence to all industry and PAREXEL quality standards through accountability for customer satisfaction.
  • Monitor interaction between staff and customers to ensure quality standards.
  • Establish documents and departmental procedures in compliance with quality standards.
  • Instituted quality standards for all aspects of customer interactions.
  • Ensured quality standards and productivity objectives were achieved.
  • Developed and implemented call quality standards.
  • Managed the selection and supervised eight employees who monitored calls real time to ensure account specific quality standards were adhered to.
  • Managed call center quality standards via monitoring, calibrating, and monthly reporting on the call center quality department's findings.
  • Consulted, developed and made recommendations on quality standards, policies and operating procedures for a new Customer service center.
  • Prepared and analysis internal reports as well as clients reports relating to quality standards, contract compliance and profitability.
  • Partnered with internal claim units to ensure quality standards met expectations and supported faster claims processing and less rework.
  • Managed the team through challenging situations to deliver all productivity goals and to ensure all quality standards are met.
  • Instituted live verification process which increased quality standards while increasing sales by 25% over 6 month period.
  • Implemented and maintained quality standards to maximize customer relations between the company, its shareholders and clients.

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40. SLA

low Demand
Here's how SLA is used in Call Center Manager jobs:
  • Provided leadership and direction for sales, while simultaneously translating end-user productivity into increased client profit margins.
  • Performed all functions required of a Medical Interpreter and Non-Medical Interpreter as well as documents Translation.
  • Played a pivotal role in the enforcement of standard operating procedures, regulatory documents and legislation.
  • Implemented procedures that increased productivity, accelerated customer satisfaction, and slashed error rate.
  • Ensured department compliance by keeping abreast of current requirements and changing legislation.
  • Provided translations of technical manuals and international customer support.
  • Translated an average of 7 completed and extended surveys from English to Spanish for multiple Governmental agencies on a weekly basis.
  • Monitor and managed each team member's performance metric goals to ensure alignment with business processes and external client SLA expectations.
  • Review Capacity Analysis and made overall program and staffing decisions that met/exceeded Service Level Agreements (SLA).
  • Achieved SLA goals for our 2 largest clients, who were ready to leave before I started.
  • Ensured that all staff were kept informed of legislation, new working practices and technological changes.
  • Monitored case queue volume and assigned to staff throughout the day to ensure SLA was met.
  • Track and analyze call center performance to meet or exceed SLA s for all client relationships.
  • Call volumes were increasing due to the growth of new stores; ensured SLA compliance.
  • Exceeded all SLA directives of ASA, Abandon rates, AHT and Customer Satisfaction.
  • Exceeded all client established Service Level Agreements (SLA s) and Sales goals.
  • Monitor team results and adjust as needed to ensure client SLA's are met.
  • Team Meetings with all the stakeholders Implementation & Tracking of CSAT and SLA's.
  • Acted as an English translator for visiting dignitaries and guest of the Kawasaki Government.
  • Interpreted complex legislation, regulations and policies regarding local, state and federal government.

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41. Monthly Reports

low Demand
Here's how Monthly Reports is used in Call Center Manager jobs:
  • Created and organized monthly reports for various membership promotions; Monitored all refunds and credits regarding memberships.
  • Initiated daily, weekly and monthly reports including call statistics and data manipulation to effectively forecast volume.
  • Generated daily, weekly and monthly reports of overall operations and production performance.
  • Conducted detailed analysis of production reports and compiled monthly reports for senior management.
  • Compiled weekly and monthly reports regarding operational standards and goals.
  • Processed daily and monthly reports for performance monitoring.
  • Job description Handling of vessel operational calls for all regions, Customer service, Weekly and monthly reports, Events planner
  • Prepared monthly reports on team's performance trending and implemented coaching / development strategies based on individual's needs.
  • Generated and analyzed daily, weekly, and monthly reports used by management and clients to assess operations.
  • Prepared and developed weekly and monthly reports regarding production in order to later provide profit and loss reports.
  • Managed call center, processed weekly, and monthly reports of sales records, and appointment records.
  • Prepared monthly reports for Executive Management to review service levels, collections goals, staffing and budget.
  • Created daily and monthly reports in Excel, as well as Program Wrap-Up reports for clients.
  • Managed existing and new accounts, Ran monthly reports, Created and scheduled monthly meeting agendas
  • Developed daily, weekly and monthly reports utilized at the employee and manager level.
  • Create monthly reports for sales, calls, personal employee and overall department goals.
  • Prepared monthly reports detailing key indicators such as sales, volume, and receivables.
  • Calculated hourly, daily, weekly and monthly reports on call volumes and trends.
  • Developed daily, weekly and monthly reports on help desk team's productivity.
  • Managed projects, analyzed data and generated and managed daily and monthly reports.

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42. Performance Standards

low Demand
Here's how Performance Standards is used in Call Center Manager jobs:
  • Communicated expectations and established exacting performance standards/expectations.
  • Evaluated employee performance through monitoring and interaction, set performance standards, executed performance evaluations and applied structured plans for improvement.
  • Developed procedures and performance standards to implement long-term strategies and achieve effective and efficient operation of the Response Centers.
  • Direct call center activities for multiple locations to achieve business objectives and critical performance standards/service level agreements.
  • Developed employee hiring profile and skills assessment criteria, updated job descriptions and established performance standards.
  • Coordinated agent schedules and operations; clearly defined performance standards; managed departmental service level.
  • Established performance standards, monitored representatives' calls, discussed results through coaching/counseling.
  • Developed and documented Call Center performance standards and required customer satisfaction levels.
  • Analyze and monitor daily telephone activity to ensure compliance with performance standards.
  • Managed resource allocation to ensure efficient production and maintain customer performance standards.
  • Designed and implemented monitoring programs to increase performance standards and consistency.
  • Developed and monitored quality measures and performance standards for Case Associates.
  • Manage individual and team efforts to consistently meet the Organization Performance Standards
  • Developed and implemented standard operating procedures and performance standards.
  • Developed performance standards and Individual Development Plans.
  • Established performance standards and employee performance appraisals.
  • Maintain required attendance and performance standards.
  • Established and enforced performance standards.
  • Monitored standards of performance for the operation and managed the staff to achieve performance standards, through accountability and consistent coaching.
  • Set performance standards for self and the call center associates, assuming responsibility and accountability for reaching high standards of excellence

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43. Performance Levels

low Demand
Here's how Performance Levels is used in Call Center Manager jobs:
  • Performed quality agent observations, develop and review performance levels, identify areas of improvement, and implement performance measurements.
  • Led a change management effort by strategically contracting the design and delivery staff while maintaining productivity and performance levels.
  • Prepared and analyzed metrics (KPI) that demonstrated monitoring performance relative to established service performance levels.
  • Perform quality checks, develop and review performance reports, and execute action plans to improve performance levels and meet objectives.
  • Recorded statistics, performance levels and user rates of the call center and prepared reports weekly using Excel.
  • Trained new and existing staff and recorded statistics, metrics, and performance levels pertaining to center activity.
  • Increased calls answered rate by 25% using effective analysis and monitoring of daily performance levels.
  • Counseled staff 1:1 as needed to motivate them and keep them at peak performance levels.
  • Maintained staff compliance with sales goals, quality and productivity to exceed performance levels.
  • Created and presented staff training and development program resulting in peak performance levels.
  • Recorded statistics and reported performance levels of the department to company owners.
  • Worked toward increasing overall performance levels of the team as a whole.
  • Recorded statistics, user rates and performance levels of the center.
  • Performed business analytics for process, customer service improvements and to maximize agent efficiency and performance levels.
  • Sustained optimal technician performance levels via strategic manipulation of the performance management process.
  • Worked within company policies to maintain a goal to improve departmentalperformance levels.
  • Key Accomplishments: * Performed quality checks, identified areas to improve, and implemented measures to increase performance levels.
  • Assisted with the recording statistics and performance levels of the call center and preparingreports.

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44. Csrs

low Demand
Here's how Csrs is used in Call Center Manager jobs:
  • Provide leadership to approximately 1200 call center staff including Supervisors and CSRS.
  • Administered bi-weekly/monthly call observations on CSRs, providing facilitation and coaching for further skill development.
  • Communicate with CSRs and Management Staff on all issues that effect the quality of customer support services both internal and external.
  • Provided detailed monthly departmental reports and updates to senior management, provided accurate, specific and timely performance feedback for CSRs.
  • Interact positively with CSRs from all channels (phone, email, web chat, correspondence) and program staff.
  • Hired, managed, and coached 70 staff including leads, CSRs, Tech Support staff, and web developers.
  • Identify escalated call issues that impact the case processing and advises Supervisors and/or CSRs on procedures to resolve issues.
  • Conduct QA monitoring on a daily basis to ensure CSRs compliance with company policy and procedural formats.
  • Raised accountability for CSRs, achieving key metrics, and initiated quality auditing of customer service calls.
  • Oversee day to day operation of Xerox CSRs assisting Child Support, SNAP, and TANF.
  • Led an annuity call center that received over 3500 calls per day and supervised 50 CSRs.
  • Gated calls and changed skill sets of CSRs to optimize call volume and call quality.
  • Led the growth of the online banking area from 25 CSRs to 100+ seat operation.
  • Developed KPI reporting that can be accessed by Supervisors and CSRs through an online platform.
  • Coached/Developed CSRs to exceed job expectations in statistics, schedule adherence and call quality.
  • Assist HR Manager to recruit, interview, and select and/ or promote CSRs.
  • Ensured that CSRs consistently answered calls with an ASA of fewer than 30 seconds.
  • Managed operations of team of five supervisors, two coordinators and 100 CSRs.
  • Directed and constantly improved the performance and professionalism of up to 40 CSRs.
  • Developed call center, managed team of 8 CSRs including dispatch department.

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45. KPI

low Demand
Here's how KPI is used in Call Center Manager jobs:
  • Direct management of supervisors in assigned accounts with overall accountability for service delivery, KPI attainment, and client satisfaction.
  • Established standardized KPI reports for individual agent and overall call center operations.
  • Designed and implemented metrics-based compensations models, improving KPI compliance.
  • Track record of reducing complaints improving satisfaction ratings and providing real matrix to measure all necessary KPI for a service organization.
  • Developed training programs, operations processes and agent KPI metrics used to develop the call center from its infancy to date.
  • Reviewed and tracked team KPI, actions and evaluations in order to effectively coach, develop, or recommend training individually.
  • Managed remote locations to ensure SLA's & KPI's were met within parameters of 3rd party contract(s).
  • Established KPI's to measure department performance, in conjunction with Directors and Managers to ensure expectations are being achieved.
  • Revised the monthly KPI report to reflect a different, more information friendly, format showing month over month trending.
  • Identified and established call center KPI's and reporting system to streamline sales tracking and establish individual and departmental goals.
  • Manage team to meet and exceed KPI's utilizing SalesForce.- Responsible for all fiscal activities of the call center.
  • Tracked KPI's on a monthly basis to evaluate agent's performance and initiate performance improvement plans as needed.
  • Managed day to day operations in the call center focusing on meeting our KPI's for our ASA targets.
  • Analyzed systems available which would have the data needed for reporting that would allow for department KPI's.
  • Ensured KPI's SL, abandon rate, in order to keep SLA with vendors and mitigate loss.
  • Monitor team performance by way of goal planning, process adherence, daily reviews and review the KPI.
  • Increase gross sales by 25% after developing new strategies for agent coaching and quality KPI's.
  • Developed operational processes for call center growth exceeding all KPI metric expectations while managing $4.5M budget.
  • Managed KPI's and contact center metrics to ensure all SLA's were met or surpassed.
  • Generated and analyzed KPI reports including call length, number of calls dialed and production rate.

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46. Annual Budget

low Demand
Here's how Annual Budget is used in Call Center Manager jobs:
  • Developed effective procedure for ensuring budget maintenance in capital exposure and head budget count areas resulting in continuous annual budget savings.
  • Adhered to customer service objectives by forecasting requirements, preparing annual budget plans, scheduling expenditures, analyzing variances.
  • Reviewed annual budget report to maintain cost-effective strategies to ensure budgetary compliance.
  • Prepared and monitored annual budget for department.
  • Managed annual budget of $13M while changing and streamlining business processes through a Six Sigma quality team to reduce costs.
  • Developed monthly, quarterly, and annual budget projections and maintained sales revenue reporting and daily call and weekly task stats.
  • Approved expenditure and prepared department annual budget and managed sales centers in the absence of the director for branch operations.
  • Developed and administered annual budget, and maintained full compliance with internal and external legal and industry mandates.
  • Assisted with management of $2M annual budget with a gross profit percentage goal of 75%.
  • Promoted to direct a 40 employee call center serving 250,000 customers with a $2M annual budget.
  • Worked closely with the CFO to ensure Call Center Operations stayed with-in the annual budget and expenses.
  • Managed all operating cost for the FL Intake Unit with an annual budget of 1.2 Million.
  • Managed annual budget of $5M meeting or exceeding monthly budget expense and cost controls.
  • Managed a $12 million annual budget as a part of an Evergreen cost-plus partnership.
  • Managed $5MM annual budget, and responsible for driving $10MM in annual revenue.
  • Created and managed annual budget decreasing expenses while doubling the number of clients.
  • Negotiated outsourced business contracts resulting in an annual budget savings of 12%.
  • Completed monthly and annual budget forecasts for workforce and facility demands of department.
  • Tracked performance measurement to achieve contracted performance goals and maintained the annual budget.
  • Led management team of 325 associates with $40 million annual budget.

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47. Special Projects

low Demand
Here's how Special Projects is used in Call Center Manager jobs:
  • Coordinated with internal work groups on all special projects including billing conversions and marketing promotions impacting Customer Service.
  • Developed and implemented Special Projects tracking and resolution while improving overall prioritization and decreasing turnaround time.
  • Managed special projects as assigned by senior management.
  • Championed special projects assigned by division top management.
  • Managed day-to-day operations of Call Center including training staff, management of daily tasks and special projects and department scheduling.
  • Implemented policies, procedures, and special projects to ensure compliance with Canadian Bank Score Card and Key Performance Drivers.
  • Identified and implemented special projects, including but not limited to, employee recognition, employee morale and feedback.
  • Coordinate special projects to implement new functionality to accommodate corporate growth and ensure the highest level of Customer Service.
  • Volunteer for special projects including the churn project to widen Verizon Wireless revenue lead overall against the competition.
  • Facilitated monthly team meetings, and worked on special projects in a positive team environment.
  • Supported Senior Manager, A/R with special projects, reconciliations and other assigned duties.
  • Worked with various teams to implement special projects handled within the call center.
  • Assist in budget preparation, various monthly reporting and special projects as assigned.
  • Collaborate on special projects involving training, scheduling, and improving current processes.
  • Worked on special projects assigned by higher up management and vice president.
  • Developed program policies, special projects, and rewarded initiatives for excellence.
  • Manage special projects and communications within the call center and offshore.
  • Manage special projects which will include reporting on these projects.
  • Established goals and objectives for regular operations and special projects.
  • Generate and implement marketing campaigns and special projects.

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48. Capacity Planning

low Demand
Here's how Capacity Planning is used in Call Center Manager jobs:
  • Determined call center operational strategies by conducting assessments, performance reviews, capacity planning, and cost/benefit analyses.
  • Reviewed monthly capacity planning and cost/benefit analyses.
  • Manage strategies by conducting needs assessments, performance reviews; capacity planning and cost benefit analysis.
  • Improved transparency by providing daily and weekly reports to all departments to aid in capacity planning.
  • Determine the call center operational strategies by conducting needs assessments, salary reviews, capacity planning.
  • Conducted needs and productivity assessments, performance reviews, capacity planning audits and quality control queues.
  • Create forecasting models for call center capacity planning to ensure SLA's are met.
  • Developed staff in: Time Management, Analytics, Team Motivation, Client/Customer Relation Management and Capacity Planning.
  • Worked with employees in; analytics, capacity planning, marketing, leadership skills and conflict resolution.
  • Perform capacity planning for the companies PBX and Telecom requirements.
  • budget, financial management interviewing, team building, performance counseling, hiring, capacity planning and training).

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49. Customer Base

low Demand
Here's how Customer Base is used in Call Center Manager jobs:
  • Recognized for outstanding delivery of quality customer service with numerous customer support awards and personal commendation letters from customer base.
  • Deliver cost effective solutions for domestic and international customer base.
  • Determined customer base needs and co-developed training and materials.
  • Surveyed customer base for service satisfaction evaluation.
  • Led sales, marketing, and business development initiatives, which maximized revenue potential while expanding the customer base.
  • Serviced current customer base and orphaned policyholders, while developing new customers in multiple markets in Nebraska and Iowa.
  • Collaborated in the development of a customer membership and retention program accounting for 20% of the customer base.
  • Manage day-to-day operations and staff of a high-volume outsourcing call center, including maximizing and retaining customer base.
  • Call Center focused on International customer base specifically targeting UK, Germany, Italy, and Australia.
  • Developed a customer base in the sale of Life, Health, Annuities, and Securities.
  • Created strategies to grow customer base which resulted in a 70% increase in monthly sales.
  • Implemented sales techniques to increase deposit growth and retain customer base in a competitive market.
  • Implemented a Six Sigma catering program and aligned agents to manage by geographic customer base.
  • Employed sounds marketing and business acumen to expand customer base by 50% in 2005.
  • Expanded customer base by 60% in one year through effective sales campaign and cold- calling
  • Developed cohesive training package for CSR's, established Matrix for inbound customer base.
  • Administered and managed rate increase across customer base improving annual revenue by $4.8M.
  • Established new customer base and negotiated new contracts.
  • Increased customer base revenue by 20%.
  • Created systems, processes and strategies to retain customer base during an aggressive period of bank acquisitions, integrations and consolidations.

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20 Most Common Skill for a Call Center Manager

Customer Service34.4%
Service Levels7.2%
Training Programs6%
Performance Reviews5.9%
Key Performance Indicators4.8%
Technical Support4.2%
Sales Goals3.9%
Call Centers3.6%

Typical Skill-Sets Required For A Call Center Manager

RankSkillPercentage of ResumesPercentage
1
1
Customer Service
Customer Service
25.6%
25.6%
2
2
Service Levels
Service Levels
5.4%
5.4%
3
3
Training Programs
Training Programs
4.5%
4.5%
4
4
Performance Reviews
Performance Reviews
4.4%
4.4%
5
5
Key Performance Indicators
Key Performance Indicators
3.6%
3.6%
6
6
Technical Support
Technical Support
3.1%
3.1%
7
7
Sales Goals
Sales Goals
2.9%
2.9%
8
8
Call Centers
Call Centers
2.7%
2.7%
9
9
Phone Calls
Phone Calls
2.6%
2.6%
10
10
Workforce
Workforce
2.2%
2.2%
11
11
Process Improvement
Process Improvement
2.2%
2.2%
12
12
Human Resources
Human Resources
2.1%
2.1%
13
13
Daily Operations
Daily Operations
2%
2%
14
14
Direct Reports
Direct Reports
1.7%
1.7%
15
15
Customer Complaints
Customer Complaints
1.7%
1.7%
16
16
Internet
Internet
1.6%
1.6%
17
17
Performance Management
Performance Management
1.6%
1.6%
18
18
Corrective Action
Corrective Action
1.6%
1.6%
19
19
Disciplinary Actions
Disciplinary Actions
1.4%
1.4%
20
20
ACD
ACD
1.4%
1.4%
21
21
CRM
CRM
1.4%
1.4%
22
22
Outbound Calls
Outbound Calls
1.4%
1.4%
23
23
Customer Care
Customer Care
1.3%
1.3%
24
24
Sales Representatives
Sales Representatives
1.2%
1.2%
25
25
Data Entry
Data Entry
1.2%
1.2%
26
26
Company Policies
Company Policies
1.1%
1.1%
27
27
IVR
IVR
1.1%
1.1%
28
28
High Volume
High Volume
1%
1%
29
29
Staff Members
Staff Members
1%
1%
30
30
Phone System
Phone System
1%
1%
31
31
Performance Goals
Performance Goals
0.9%
0.9%
32
32
QA
QA
0.9%
0.9%
33
33
Incentive Programs
Incentive Programs
0.9%
0.9%
34
34
Day-To-Day Operations
Day-To-Day Operations
0.9%
0.9%
35
35
Customer Retention
Customer Retention
0.9%
0.9%
36
36
Avaya
Avaya
0.8%
0.8%
37
37
Customer Calls
Customer Calls
0.8%
0.8%
38
38
Staff Performance
Staff Performance
0.8%
0.8%
39
39
Quality Standards
Quality Standards
0.8%
0.8%
40
40
SLA
SLA
0.8%
0.8%
41
41
Monthly Reports
Monthly Reports
0.7%
0.7%
42
42
Performance Standards
Performance Standards
0.7%
0.7%
43
43
Performance Levels
Performance Levels
0.7%
0.7%
44
44
Csrs
Csrs
0.6%
0.6%
45
45
KPI
KPI
0.6%
0.6%
46
46
Annual Budget
Annual Budget
0.6%
0.6%
47
47
Special Projects
Special Projects
0.6%
0.6%
48
48
Capacity Planning
Capacity Planning
0.6%
0.6%
49
49
Customer Base
Customer Base
0.6%
0.6%

34,136 Call Center Manager Jobs

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