Call Center Manager Resume Example (Free Guide)

This article provides a Call Center Manager Resume Example to help you create a winning resume. It shows you the key elements to include in your resume to help you stand out from the competition and land the job. With clear guidance and tips, you can create a resume that will get the attention of potential employers and help you get the job you want.

We will cover:

How to write a resume, no matter your industry or job title.
What to put on a resume to stand out.
The top skills employers from every industry want to see.
How to build a resume fast with our professional Resume Builder.
What a resume template is, and why you should use it.

Plus, we will provide expert resume writing tips and professional examples to inspire you.

What does a Call Center Manager do?

A Call Center Manager is responsible for overseeing the day-to-day operations of a call center, which includes hiring and training staff, creating and implementing policies and procedures, monitoring performance, and ensuring customer satisfaction. They are also responsible for managing a budget, strategizing ways to improve customer service, and ensuring compliance with applicable laws and regulations.

We’re about to begin, but first, here are some other Call Center Manager related resume examples:

What are some responsibilities of a Call Center Manager?

Hire, train and manage staff in the call center.
Set goals and objectives for the call center.
Manage and track performance metrics in the call center.
Ensure quality customer service is provided to all customers.
Monitor customer feedback and use it to improve call center services.
Implement strategies to reduce call abandonment and increase call volume.
Develop policies and procedures for the call center.
Manage and maintain the call center budget.
Ensure compliance with laws and regulations.
Create and implement call center training programs.
Manage and maintain call center technology.
Analyze customer data to improve call center performance.
Provide technical support and troubleshoot problems.
Facilitate communication between staff and management.

Sample Call Center Manager Resume for Inspiration

Call Center Manager
Personal Details:
Name: John Doe
Address: 123 Any Street, Anytown, Anystate 00000
Phone: (123)456-7890
Email: john.doe@email.com

Professional Summary:
John Doe is an experienced and dedicated Call Center Manager with over 10 years of experience working in a call center environment. He has a proven track record of successful training, problem-solving and team-building. He is capable of quickly adapting to new technologies and is an effective communicator and leader. He is a team player who is reliable and highly motivated.

Work Experience:

Call Center Manager, ABC Company, Anytown, Anystate (2020 - Present)

Manage a team of 50+ call center agents
Develop and implement strategies to improve customer service and increase efficiency
Provide training and coaching to new and existing agents
Handle customer escalations and resolve customer complaints

Call Center Supervisor, XYZ Company, Anytown, Anystate (2015 - 2020)

Supervised a team of 25 call center agents
Provided feedback and coaching to agents to improve performance
Developed and implemented call center processes and procedures
Assisted in the hiring and onboarding of new agents

Education:
Bachelor of Science in Business Administration, Any University, Anytown, Anystate (2010)

Skills:

Customer Service
Training and Coaching
Leadership and Team Building
Problem Solving and Decision Making
Communication and Interpersonal Skills
Computer Proficiency

Certifications:
Certified Call Center Manager (CCC), ABC Institute (2020)

Languages:
English (fluent), Spanish (conversational)

Resume tips for Call Center Manager

Creating a perfect, career-launching resume is no easy task. Following general writing rules can help, but it is also smart to get advice tailored to your specific job search. When you’re new to the employment world, you need Call Center Manager resume tips.
We collected the best tips from seasoned Call Center Manager - Check out their advice to not only make your writing process easier but also increase your chances of creating a resume that piques the interest of prospective employers.

Include a clear objective statement at the top of your resume that communicates your desired position as a Call Center Manager.
Highlight your experience in customer service, call center operations, and technical support.
Showcase your ability to train, motivate, and lead a team of call center representatives.
Include metrics that demonstrate the success of your management strategies, such as reduced call times and improved customer satisfaction.
Demonstrate your ability to stay organized and efficient while working in a fast-paced environment.

Call Center Manager Resume Summary Examples

A Call Center Manager Resume Summary or Resume Objective should be used to highlight the skills and experience that make you an ideal candidate for the job. It should be customized to fit the job description and demonstrate how your background and experience are well-suited to the position. A Call Center Manager Resume Summary or Resume Objective is an important part of a resume as it allows hiring managers to quickly assess if a candidate is a good fit for the job. It also helps to draw attention to key qualities and accomplishments that are relevant to the role.

For Example:

Experienced Call Center Manager with 5+ years of experience in managing a team of 20. Demonstrated the ability to meet and exceed customer service goals.
Call Center Manager with an extensive background in setting up and managing inbound/outbound call centers. Highly skilled in customer service and technical support.
Results-driven Call Center Manager with 8+ years of experience in developing and implementing customer service initiatives. Possess strong leadership skills.
Call Center Manager with 7+ years of experience managing a team of 30. Highly organized and capable of handling high-volume customer calls.
Knowledgeable Call Center Manager with 10+ years of experience in staff training and customer service. Proven track record in improving customer satisfaction.

Build a Strong Experience Section for Your Call Center Manager Resume

Building a strong experience section for a call center manager resume is important because it allows potential employers to get an overview of your qualifications and accomplishments. It also helps to demonstrate the value you can bring to the position. The experience section should include details about any customer service, sales, or management experience you have had, including any achievements or awards you have received in these roles. In addition, you should include any relevant technical skills you have acquired, such as computer programs, software, and customer service systems. Finally, the experience section should include any customer service or sales training you have completed.

For Example:

Successfully managed and developed a team of 20 call center agents to improve customer service ratings and enhance customer satisfaction.
Monitored and evaluated the performance of call center agents to ensure they effectively handle customer inquiries.
Developed and implemented call center policies, procedures, and standards to ensure effective customer service delivery.
Provided customer service training to call center agents to improve customer service delivery.
Resolved customer complaints and inquiries through effective troubleshooting and problem-solving.
Established objectives and service level agreements to measure and improve customer service performance.
Ensured compliance with industry regulations and customer service standards.
Collaborated with other departments to ensure customers’ inquiries are handled efficiently and timely.
Established and maintained positive relationships with customers to promote customer loyalty.
Analyzed call center data to identify areas of improvement and develop strategies to improve customer service.

Call Center Manager resume education example

A call center manager should have at least a bachelor's degree in business, management, or a related field. They should also possess strong written and verbal communication skills, as well as problem-solving and decision-making skills. Additionally, a call center manager should have knowledge of customer service practices and technologies, as well as experience working in a customer service environment.

Here is an example of an experience listing suitable for a Call Center Manager resume:

Bachelor of Science in Business Management, ABC University, New York, NY
Certification in Call Center Management, XYZ College, Los Angeles, CA
Advanced Project Management Course, LMN Institute, Chicago, IL

Call Center Manager Skills for a Resume

It is important to add skills for a Call Center Manager Resume because it will help employers quickly identify whether the candidate has the necessary experience for the job. Skills can include things like customer service, problem solving, conflict resolution, communication, leadership, and time management. These skills should be tailored to the job requirements and should demonstrate the candidate’s ability to successfully manage a call center. Including examples of how the candidate has used these skills in past roles can also be helpful to demonstrate the candidate’s experience and success in the role.

Soft Skills:

Leadership
Communication
Organizational
Problem Solving
Training
Motivating
Coaching
Customer Service
Attention to Detail
Time Management

Hard Skills:

Communication Skills
Conflict Resolution
Leadership Skills
Team Management
Customer Service
Time Management
Data Analysis
Problem Solving
Organizational Skills
Tech Savvy

Common Mistakes to Avoid When Writing a Call Center Manager Resume

In this competitive job market, employers receive an average of 180 applications for each open position. To process these resumes, companies often rely on automated applicant tracking systems, which can sift through resumes and eliminate the least qualified applicants. If your resume is among the few that make it past these bots, it must still impress the recruiter or hiring manager. With so many applications coming in, recruiters typically give each resume only 5 seconds of their attention before deciding whether to discard it. Considering this, it's best to avoid including any distracting information on your application that could cause it to be thrown away. To help make sure your resume stands out, review the list below of what you should not include on your job application.

Not including a cover letter. A cover letter is a great way to explain why you are the best candidate for the job and why you want the position.
Using too much jargon. Hiring managers do not want to read a resume full of technical terms that they do not understand.
Omitting important details. Make sure to include your contact information, educational background, job history, and any relevant skills and experiences.
Using a generic template. Take the time to customize your resume to the job you are applying for. This will show the employer that you are serious about the position.
Spelling and grammar errors. Always double-check your resume for typos, spelling mistakes, and grammar errors.
Focusing too much on duties. Make sure to include accomplishments and successes to show the employer that you are a great candidate.
Including personal information. Avoid including any personal information such as age, marital status, or religious beliefs.

Key takeaways for a Call Center Manager resume

Demonstrated ability to manage a team of call center representatives and ensure customer satisfaction.
Proficient in customer service software applications, such as Salesforce, Zendesk, and LiveChat.
Experienced in developing and implementing training programs for call center agents.
Adept at creating and enforcing policies and procedures to ensure compliance with regulations.
Skilled in utilizing data analytics to assess customer service operations and identify areas of improvement.
Strong problem-solving and decision-making abilities.
Excellent communication and interpersonal skills.

It's time to begin the job search. Make sure you put your best foot forward and land your next job with the help of Resumaker.ai.