Contact center manager resume examples from 2026

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Updated March 26, 2025

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Contact center manager resume

Keith Baker

(720) 555-5857 | kbaker@example.com

Alpharetta, GA | 98834 N. Park Ave. - 74542

Work experience

2014 - Present
Contact Center Manager, Comcast - Alpharetta, GA
- Designed top-tier motivational incentives resulting in all 4 Regional Call Centers consistently achieving sales targets.
- Created the top performing team regarding metrics and goals for the participant call center.
- Managed approximately 85 call center employees together with a team of direct report supervisors.
- Maintained attendance, adherence, PUC mandated service levels, budget and employee satisfaction objectives.
2004 - 2014
Call Center Manager, Comcast - Alpharetta, GA
- Resulted in Division wide implementation of save metrics and employee accountability of market losses via scorecard measurements.
- Developed a standard format for documenting department processes and procedures.
- Drive off phone activity (OPA) decisions to exceed service level objectives.
- Managed direct reports responsible for Payroll, Process Development, Workforce Planning, and Telecom.
2003 - 2004
Service Supervisor, Wells Fargo - Birmingham, AL
- Conducted sales via inbound, outbound, internet and e-mail methods.
- Exceed personal sales goals on a quarterly basis while providing outstanding customer service to clients.
1997 - 2003
Finance Service Representative, JPMorgan Chase - Newark, DE
- Formulated and enforced bank and service center policies, procedures, yearly metric goals.
- Assisted customers with balance transfers, ran online applications, and informed of approval.
- Awarded second Caribbean vacation as a result of exceeding loan sales goals.
- Trained to cross-sell credit union products and savings programs.

Skills

Quality Standards
CDL
Key Performance Indicators
New Equipment
WFM
Ensure Compliance
Career Development
Order Parts
Communication
CRM

Education

High School Diploma, (1997 - 1997)
,

Contact center manager resume

Brian Lee

(310) 555-3711 | blee@example.com

New York, NY | 47734 W. First Rd. - 95361

Work experience

2018 - Present
Contact Center Manager, Penske Truck Leasing - New York, NY
- Managed 55 employees to provide high-quality customer service to 4000 daily customers.
- Scheduled and supervised up to 14 employees; oversaw daily operations.
- Exceeded sales goals with excellent customer service, quality check process and partnering with sales team.
- Helped to establish company policies and procedures for the last 15 years.
- Increased employee productivity and accountability by instituting metrics, goals and reporting processes.
- Establish improved best practices for customer service, patient satisfaction, registration and insurance pre-verification processes.
2014 - 2018
Customer Support Manager, Walmart - New York, NY
- Provide customer service support and override transactions for products.
- Run the front-end, make cash till, Returns, monitor flow of customer service in check out lines.
- Reorganized the sales floor to meet company demands.
- Manage Cashiers and Customer Service desk Solved Customers problems quickly and satisfied their needs the best possible Translated for interviews and Customers
- Handled all customer complaints whenever possible.
2009 - 2014
Customer Service Supervisor, Circuit City - New York, NY
- Coordinate training for staff Members.
- Train, supervise, and provide feedback for a team of customer service representatives.
- Reduced employee turnover by 30% implementing training procedures for new hires as well as created a mentor program.
- Facilitated trainings as well as preparing monthly, quarterly, and yearly performance appraisals.
2002 - 2003
Development Specialist, Maximus - New York, NY
- Provide guidance to associate trainers, create training materials and conduct training for clients and staff
- Trained job readiness workshops i.e.
- Provided vocational assessments, employability planning, support services and referrals, and information on Social Security Work Incentives.
- Planned, coordinated, and executed training schedules for over 500 Consumer Services Specialists.
- Coached client representatives in effective communication with the public or with employees.
- Project management for nationwide, executive level projects.- Overseeing the development of an in house EMR.

Skills

Customer Communications
Project Management
Customer Service
ERP
Youth Development
Procedures
New Procedures
Organizational Development
Company Procedures
Prospective Customers

Education

Master's Degree, Criminal Justice (2003 - 2004)
John Jay College of Criminal Justice of the City University of New York
New York,
Bachelor's Degree, Criminal Justice (1994 - 1997)
John Jay College of Criminal Justice of the City University of New York
New York,

Contact center manager resume

Janice Baker

(930) 555-7081 | jbaker@example.com

Houston, TX | 85656 E. Park Ave. - 22216

Work experience

2019 - Present
Contact Center Manager, Sears Holdings - Houston, TX
- Frequent communication with training team ensuring adherence to policies and procedures thereby improving overall performance and compliance with training curriculum.
- Answered incoming calls from Hometown Store owners and provided excellent customer service to stores.
- Created and maintained a clean, competitive Auto Center that complied with OSHA safety and environmental standards.
- Monitor all process and procedures, ensuring safety and compliance with OSHA and EPA requirements.
- Managed DTC Returns which resulted in reduced customer returns processing by 123% and decreased customer service contacts regarding returns.
- Surpassed Sears counterparts in call metrics and average order value within 5 months of start-up.
2018 - 2019
Customer Care Manager, Walmart - Columbia, SC
- Assisted the doctors with pre-test diagnostic procedures for patients (i.e.
- Assigned daily tasks and scheduling resulting in efficient workflow and streamlined customer service.
- Interpret and communicate work procedures and company policies to employees, help employees in resolving problems and completing work.
2016 - 2018
Customer Service Supervisor, Walmart - Columbia, SC
- Pull inventory to sales floor using hand jack.
- Hire, train, and terminate customer service agents Provide scripts to read from during phone calls.
- Assisted loss prevention team, to reduce inventory loss and theft.
- Analyzed customer complaints on the telephone and in person with care while following company policy.
- Trained new employees on company customer service policies and service level standards.
2007 - 2016
Admissions Representative, Bryant & Stratton College - Cleveland, OH
- Receive patient referrals; verify patient insurance eligibility and benefits.
- Maintained high level of customer service and retention rate/Communicated with prospective students at all times.
- Assisted billing, patient care coordinator, Director of patient care services, QA, and Administrator with any assigned projects.
- Assisted students in the areas of program selection and registration requirements for on campus and online classes.
- Serve as advocate for military education counselors, military service members, their family members, and veterans.

Skills

CSL
Admissions Process
Student Records
Customer Service
Bank Products
Career Development
ACD
Financial Aid
Disaster Recovery
Eligibility Requirements

Education

Master's Degree, Business (2001 - 2002)
California State University - San Bernardino
San Bernardino,
Bachelor's Degree, Business (1993 - 1996)
Ashford University
San Diego,

Contact center manager resume

Theresa Hunt

(370) 555-9562 | thunt@example.com

Memphis, TN | 69777 S. Cedar St. - 82660

Work experience

2020 - Present
Contact Center Manager, FedEx - Memphis, TN
- Scheduled and supervised up to 14 employees; oversaw daily operations.
- Educated all managers and supervisors on proper monthly tractor inspections, and VIR filing to ensure company and DOT compliance.
- Complied with and enforced FedEx Office established policies and procedures and maintained an environment of controls.
2019 - 2020
Contact Center Supervisor, Unity Care - Bellingham, WA
- Lead of Echo CSAT program reporting in order to identify and resolve specific product and customer service issues.
- Compile statistics weekly/monthly for service level agreement for Security.
- Revise and create job descriptions and written policies and procedures for every process.
- Tested and adjusted communication and alarm systems, and report malfunctions to maintenance units
- Ensured customer satisfaction by monitoring staff to ensure compliance with company policies and procedures.
2017 - 2019
Justice, Washington State Employees Credit Union - Bellingham, WA
- Follow procedures for the use of chemical cleaners and power equipment to prevent damage to floors and fixtures.
- Maintained professional contracts and facility manuals.
- Transport detainees outside the facility to and from court, medical appointments and other facilities.
2016 - 2017
Law Clerk, Washington State Employees Credit Union - Bellingham, WA
- Performed extensive legal research, document review, and drafted legal memoranda and client advice documents.
- Drafted and responded to numerous complex civil litigation pleadings.
- Drafted attorney modification letters and discovery responsiveness letter to opposing counsel in regards to the purchase and sale of real estate.
- Attended depositions, summary judgment hearings, and performed investigatory work including interviews of clients, witnesses and potential expert witnesses.

Skills

Infrastructure
Community Members
Communication
Treatment Plans
Technical Assistance
QA
Emergency
Telephone Calls
Customer Service
Discovery Responses

Education

Doctoral Degree, Criminal Justice (2013 - 2016)
Western Washington University
Bellingham,
Master's Degree, Political Science (2012 - 2013)
University of Washington
Seattle,
Bachelor's Degree, Criminal Justice (2009 - 2012)
Western Washington University
Bellingham,

Contact center manager resume

Brenda Kelley

(780) 555-2079 | bkelley@example.com

Los Angeles, CA | 19726 E. Second Rd. - 57360

Work experience

2018 - Present
Contact Center Manager, Toyota Financial Services - Los Angeles, CA
- Create and review executive level reports (capacity planning, KPIs, etc.)
- Create and communicate overall Workforce Management strategies to the WFM and leadership teams.
- Manage the primary contact center organization consisting of 62 team members with a Workforce Management System.
- Manage daily operations to ensure excellent customer service and compliance with federal, state and local laws.
- monitored all Call Center Specialists phone statistics such as Average Handle Time, QA score, Errors.
2017 - 2018
Contact Center Supervisor, Verizon - Los Angeles, CA
- Conduct training for managers and associates on correct loading and dispatching procedures.
- Provided excellent customer service, ensured customer needs were met, and achieved quality measures.
- Utilized high impact communication to lead regular team meetings and one-on-one s for teams of 20-40.
- Conducted performance reviews and prepared annual performance appraisals for all direct reports.
- Handled escalations for problem resolution.
2015 - 2017
Justice, LAW OFFICES OF WINN SIMS - Los Angeles, CA
- Worked with counterparts in establishing staffing needs and timeline for staff to begin working at the facility.
- Managed caseloads and provided counseling for 20 juvenile offenders with drug and alcohol dependence in a moderate-risk facility.
- Collected approximately $7M in revenue per quarter from DOJ.
- Completed written documents in a timely and concise manner according to policies and procedures.
2014 - 2015
Law Clerk, LAW OFFICES OF WINN SIMS - Los Angeles, CA
- Drafted correspondence to clients and opposing counsel.
- Drafted summary judgments and deposition questions Acted as process server Drafted deposition summaries Assisted in client depositions and counseling
- General Practice: Real Estate, Matrimonial, Contracts, Probate, Plaintiff's Personal Injury, Adoptions, Criminal Law.
- Manage, organize and index electronic discovery in federal criminal cases.

Skills

Disciplinary Actions
Company Policies
Performance Management
Emergency
New Procedures
ACD
Administrative Appeals
Court Staff
Payroll
Key Performance Indicators

Education

Doctoral Degree, Criminal Justice (2011 - 2014)
Ashford University
San Diego,
Master's Degree, Political Science (2010 - 2011)
University of California, Santa Barbara
Santa Barbara,
Bachelor's Degree, Political Science (2007 - 2010)
University of California, Berkeley
Berkeley,

How to write a contact center manager resume

Craft a resume summary statement

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

Step 1: Mention your current job title or the role you're pursuing.

Step 2: Include your years of experience in contact center manager-related roles. Consider adding relevant company and industry experience as relevant to the job listing.

Step 3: Highlight your greatest accomplishments. Here is your chance to make sure your biggest wins aren't buried in your resume.

Step 4: Again, keep it short. Your goal is to summarize your experience and highlight your accomplishments, not write a paragraph.

Hiring managers spend under a minute reviewing resumes on average. This means your summary needs to demonstrate your value quickly and show why you are the perfect fit for the contact center manager position.

Please upload your resume so Zippia’s job hunt AI can draft a summary statement for you.

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List the right project manager skills

Use your Skills section to show you have the knowledge and technical ability to do the job. Here is how to make the most of your skills section and make sure you have the right keywords:

Look at the job listing and skills listed. You need to include the exact keywords from the job description to get your resume in front of an actual human. Do you have those skills? Fantastic! Be sure to list them.
Include as many relevant hard or technical contact center manager skills as possible for each job you apply to.
Be specific with the skills you have and be sure you are using the most up to date and accurate terms.

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

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

Professional Development
IVR
Project Management
Center Management
QA
Customer Satisfaction
ACD
Patients
Career Development
CRM

Continuous Improvement
Process Improvement
Level Agreements
Performance Management
Quality Standards
KPIs
Performance Metrics
Workforce Management
Customer Care
Outbound Calls

Direct Reports
WFM
Sigma
Call Center Management
Technical Support
Employee Engagement
Performance Standards
Performance Reviews
Force Management
Customer Issues

Zippia’s AI can customize your resume for you.

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How to structure your work experience

Next you should include your work experience. Structure your work experience section by listing your most recent experience first, followed by earlier roles in reverse chronological order.

Start with your job title, company name, city, and state on the left. Align dates in month and year format on the right-hand side.

Include only recent, relevant jobs. Avoid including work experience over 20 years to avoid ageism.

Beneath each job, you should have bullet points to emphasize why you're the perfect fit for the contact center manager.

How to write contact center manager experience bullet points

Effective job bullet points do more than just describe your job duties. Instead, they should be specific and measurable accomplishments. Here are some strategies to mastering job bullet points:

Use strong action verbs like Led, Built, or Optimized.
Follow up with numbers when possible to support your results. How much did performance improve? How much revenue did you drive?
Wrap it up by explaining the actions you took to achieve the result and how you made an impact.

Here are great bullet points from contact center manager resumes:

Work history example #1

Contact Center Manager

ACE Cash Express

Cashed payroll, personal and government checks adhering to established risk management criteria.
Served as a team member for selecting and implementing a CRM solution for the bank.
Developed Key call center KPIs to support sales functions
Trained center and branch associates in operational procedures and guidelines resulting in increased efficiency.
Developed Contact Center business processes to incorporate productivity metrics and operational necessity to ensure both business and customer experience are optimal.

Work history example #2

Contact Center Manager

Teleperformance

Enforced actions focusing on Quality monitors and specific technical misses, increasing our overall QA score by more than 17.8%.
Assisted with driving positive client metrics which directly influence budgets for the specific call center operation.
Managed the design & development teams for the customer facing web portal, CRM and IVR system.
Provided technical responses/proposals and supported sales with converged applications, ROI's and contact center RFP's.
Demonstrated expertise in design, delivery and managing solutions for Data Center, Infrastructure and IT operations.

Work history example #3

Site Leader

Lee

Prepared design qualification reports for Nuclear Regulatory Committee and DOE auditing.
Supervised drive test teams and responsible for all logistics involved with the successful completion of a scheduled drive test project.
Created security marketing materials in Microsoft PowerPoint to be presented to Johnson Control business units.
Implemented operating rhythms for measured performance of organizational transformations including employee engagement and communication forums focused on strategy.
Attended weekly meetings / maintained PowerPoint slides for 405th ECES Squadron Commander.

Work history example #4

Site Leader

Target

Ensured Inventory Management team met all Best-in-Class standards to stay within operational FDA compliance.
Directed cross-functional teams as a project manager tasked with successfully creating and introducing new corporate initiatives.
Improved district profitability over previous year through non-payroll expense reduction, markdown reduction and exempt salary control.
Led comprehensive operational and logistics matters to ensure the smooth and efficient flow of merchandise from the Distribution Center to stores.
Improved staffing systems and processes through effective and ongoing collaboration with recruiters and managers to determine areas of duplication.

Zippia’s AI can customize your resume for you.

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Add an education section to your resume

The education section should display your highest degree first.

Place your education section appropriately on your resume. If you graduated over 5 years ago, this section should be at the bottom of your resume. If you just graduated and lack relevant work experience, the education section should go to the top.

If you have a bachelor's or master's degree, do not list your high school education. If your graduation year is more than 15-20 years ago, it's better not to include dates in this section.

Here are some examples of good education entries for resumes:

High School Diploma

1997 - 1997

Master's Degree in criminal justice

John Jay College of Criminal Justice of the City University of New York, New York, NY

2003 - 2004

Highlight your contact center manager certifications on your resume

Certifications are a great way to showcase special expertise or niche skills. Some jobs even require certifications to be hired.

To list, use the full name of the certification and the organization that issued it, along with the date of achievement.

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

Six Sigma Green Belt
Master Project Manager (MPM)
Certified Professional - Human Resource (IPMA-CP)
Certified Manager Certification (CM)
Google Data Analytics Professional Certificate

Updated March 26, 2025

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