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Support center manager skills for your resume and career

Updated January 8, 2025

7 min read

Quoted experts

Dr. Timothy Edwards,

Jaunelle Celaire

Below we've compiled a list of the most critical support center manager skills. We ranked the top skills for support center managers based on the percentage of resumes they appeared on. For example, 11.6% of support center manager resumes contained technical support as a skill. Continue reading to find out what skills a support center manager needs to be successful in the workplace.

15 support center manager skills for your resume and career

1. Technical Support

Technical support or tech support are the services provided by any hardware or software company to users. They help in solving the technical difficulties the customers face with their products or services. Moreover, the tech support employees maintain, manage, and repair the IT faults. They are also responsible for resolving the network problems, installing and configuring hardware and software.

Here's how support center managers use technical support:

Developed service level agreements and escalation plans for technical support for applications and system supported by Customer Support team.
Managed software and hardware Technical Specialists who provided telephone and on-site technical support to 22,000 external Motorola Customers.

2. Service Delivery

Service delivery means, having any contact with the public administration during which customers including citizens, residents, or firms, require or give data, handle their problems and perform their duties.

Here's how support center managers use service delivery:

Provided detailed analysis and reports of 4-6 month evaluation of business processes, technology and customer service delivery.
Provided case management assistance to a diverse population and vulnerable individuals through various programs and service delivery.

3. Performance Reviews

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

Here's how support center managers use performance reviews:

Provide performance reviews and related Human Resources tasks for up to 22 direct reports.
Motivated staff through personal attention, performance reviews, and incentive programs.

4. Customer Support

Here's how support center managers use customer support:

Designed, implemented, and managed internal and external customer support centers, including store and field sales support.
Hired to turn order entry department into a sales and customer support center under my direct supervision.

5. Direct Reports

Here's how support center managers use direct reports:

Provided developmental and growth opportunities to direct reports.
Managed a staff of 25-30 direct reports (call center, issue escalation, and reporting analysts).

6. ITIL

Here's how support center managers use itil:

Combined network operations data center with service desk level 1 systems support team and established ITIL process for all divisions.
Provide solid understanding of the ITIL process to senior executives, management and staff through training of ITIL V3 Framework.

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7. Customer Satisfaction

Here's how support center managers use customer satisfaction:

Promoted to this position picking up responsibility for customer satisfaction and customer relations in addition to contact center manager.
Reported on business performance of entire department including quality measurements, budget and customer satisfaction.

8. Customer Care

Customer care, also known as customer service, is a one-to-one interaction between the consumer of a company and its representative.

Here's how support center managers use customer care:

Managed awards and recognition programs such as daily sales blitzes, product specific blitzes, customer care, and attendance programs.
Managed and monitored team of 25 Customer Care reps to insure proper processing of customer information.

9. SLA

SLA refers to Service-level Agreement. It is an agreement between a customer and the service provider on the quality of service and what standards they must meet.

Here's how support center managers use sla:

Worked closely with client management teams and internal teams to ensure SLA and reporting adherence.
Led new page development, SLA compliance, capability enhancement, and report design.

10. Direct Supervision

Direct supervision is a term used to indicate that a person is supervising a certain task or a certain person while being physically present or in close proximity. It refers to the presence of a person and the availability of their supervision in something if it is needed.

Here's how support center managers use direct supervision:

Managed diverse operational functions, direct supervision of up to 80 personnel and coordinated requirements for mechanical and industrial work areas.
Assisted in coordinating counseling services for consumers with psychological conditions under the direct supervision of a licensed mental health professional.

11. Level Agreements

Here's how support center managers use level agreements:

Created, documented & implemented queue monitoring process and exceeded business service level agreements.
Negotiated and maintained Service Level Agreements with vendors, internal technical partners and customers.

12. Operations Support

Operations support specialists work with intertwined roles of customer service assistants, administrative assistants, and operations research analysts in order. Typically, their jobs are to help certify that the operations are running at the highest level of efficiency and effectiveness. Apart from their usual job roles they can be responsible for tasks, like writing reports, resolving customer inquiries, and installing equipment.

Here's how support center managers use operations support:

On-boarded to instill a strong team focus in managing Operations Support Center services including networks, servers and ITSM tools.

13. KPI

Here's how support center managers use kpi:

Orchestrated turnaround of sub-standard performance, achieving or exceeding all key performance indicators (KPI) to maximize productivity.
Developed and executed SOP's for call center and setup KPI.

14. Client Satisfaction

Here's how support center managers use client satisfaction:

Provided internal management reports which included performance, client satisfaction, issues, special projects and new business opportunities.
Result: Increased client satisfaction by 15% based on the client survey results.

15. Customer Issues

Here's how support center managers use customer issues:

Ensured all escalated customer issues received prompt attention and a timely resolution.
Coordinated resolution of escalated customer issues and billing disputes.

5 Support Center Manager resume examples

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What skills help Support Center Managers find jobs?

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What skills stand out on support center manager resumes?

Dr. Timothy Edwards

Professor, Interim Director, University of Arkansas at Little Rock

Writing and research skills. Analytical and critical thinking skills. Technical skills such as web design, graphic design, audio and video production skills. Employers are interested in potential employees knowledge, intelligence and skills.

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

Jaunelle Celaire

Chair, Professor of Voice, University of Alaska Fairbanks

Never stop learning! This may consist of going back to school, earning new certifications in your field of study, attending conferences and seminars, and making sure that your time management is always at its finest level of excellence.

Do you want to know more?

List of support center manager skills to add to your resume

The most important skills for a support center manager resume and required skills for a support center manager to have include:

Technical Support
Service Delivery
Performance Reviews
Customer Support
Direct Reports
ITIL
Customer Satisfaction
Customer Care
SLA
Direct Supervision
Level Agreements
Operations Support
KPI
Client Satisfaction
Customer Issues
Linux

Process Improvement
Problem Resolution
Call Handling
Logistics
Support Desk
Windows
Technical Issues
Management System
Training Programs
HR
Payroll
Client Relationships
Call Monitoring
PC
Unix
Performance Evaluations

Staff Scheduling
Hands-On Support
Continuous Improvement
SQL
Customer Complaints
SharePoint
Call Tracking
Performance Management
Inventory Management
POS
Sigma
Product Knowledge
ACD
Customer Inquiries
IP
Enterprise Support

Updated January 8, 2025

Zippia Team

Editorial Staff

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

Updated January 8, 2025

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