Call Center Operations Manager Resume Example (Free Guide)

Are you looking for the perfect Call Center Operations Manager resume? Look no further! This article provides a comprehensive Call Center Operations Manager resume example that you can use to create an impressive resume. With this example, you'll learn the key elements of a successful resume and how to write a resume that stands out from the rest. Follow the tips and tricks outlined in this article to create a resume that will help you land your dream job.

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 Operations Manager do?

A Call Center Operations Manager is responsible for overseeing the operations of a call center. This includes managing the staff and ensuring that the call center is running efficiently. They are also responsible for setting targets, ensuring that customer service levels are met, and training new staff. They must also analyze data to identify opportunities for improvement, develop strategies to meet customer needs, and manage the budget.

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

What are some responsibilities of a Call Center Operations Manager?

Developing and implementing call center strategies and operations
Creating and managing call center budgets and forecasting
Formulating policies and procedures that optimize call center operations
Analyzing call center data to identify areas of improvement
Ensuring compliance with applicable regulations
Managing call center staff, including training and performance management
Managing customer relationships and ensuring customer satisfaction
Maintaining up-to-date knowledge of call center technology
Coordinating with other departments to ensure efficient operations

Sample Call Center Operations Manager Resume for Inspiration

Personal Details:

Name: John Smith
Phone: (123) 456-7890
Email: johnsmith@example.com

Summary:

John Smith is an experienced and motivated Call Center Operations Manager with a proven track record of success in managing and leading high-performing teams. He has a successful track record in developing strategies that have resulted in improved performance, customer satisfaction and operational efficiency. He is well-versed in call center operations and has a strong understanding of customer service and customer relationship management.

Work Experience:

Call Center Operations Manager, ABC Company, 2016-present
Supervised and managed a team of 25 customer service and call center representatives
Developed and implemented call center improvement strategies, resulting in improved efficiency and customer satisfaction
Ensured compliance with industry standards and regulations
Provided reports and analysis of call center operations to senior management
Call Center Supervisor, XYZ Company, 2012-2016
Supervised and managed a team of 20 customer service and call center representatives
Developed and implemented call center improvement strategies, resulting in improved efficiency and customer satisfaction
Ensured compliance with industry standards and regulations

Education:

Bachelor of Science in Business Administration, ABC University, 2012

Skills:

Call Center Operations
Customer Service and Relationship Management
Leadership and Supervisory Skills
Strategic Planning and Implementation
Organizational and Analytical Skills

Certifications:

Certified Call Center Manager (CCCMA)
Certified Customer Service Professional (CCSP)

Languages:

English (fluent)
Spanish (conversational)

Resume tips for Call Center Operations 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 Operations Manager resume tips.
We collected the best tips from seasoned Call Center Operations 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.

Highlight any specialized training or certifications related to call center operations.
Provide clear and detailed examples of your successful management initiatives.
Detail any experience you have mentoring or training call center employees.
Outline any cost-saving or efficiency-boosting measures you have implemented.
Include any awards or recognition you have received for your call center operations management.

Call Center Operations Manager Resume Summary Examples

Using a resume summary or resume objective on your call center operations manager resume can help you showcase your professional experience and skills in a concise, easy-to-read format. The resume summary or objective should be a brief description of your background, qualifications, and accomplishments, and should provide potential employers with a quick overview of your experience and qualifications. A well-crafted resume summary or objective can help you stand out from other candidates and give employers a better sense of your qualifications and abilities.

For Example:

Dynamic Call Center Operations Manager with 8+ years of experience in customer service, training and staff supervision. Proven track record of increased customer satisfaction and reduced operational cost.
Well-versed Call Center Operations Manager with 5+ years of experience leading teams of up to 50 personnel. Adept at problem solving, staff development and process improvement.
Highly qualified Call Center Operations Manager with 10+ years of experience in customer service and team management. Experienced in designing and implementing strategies to improve customer service.
Accomplished professional with 7+ years of experience in customer service and Call Center operations. Skilled in employee training and development, process optimization and customer satisfaction.
Organized Call Center Operations Manager with 10+ years of experience in customer service and staff supervision. Adept at developing efficient processes and training personnel to ensure top-notch customer service.

Build a Strong Experience Section for Your Call Center Operations Manager Resume

A strong experience section is essential to any resume, but it is especially important for a call center operations manager. This is because potential employers want to see that you have the experience necessary for the role. By building a strong experience section, you can showcase your past achievements and successes in the call center industry, as well as any other related experience that you may have. This will demonstrate that you have the skills and knowledge required for the job, and it will help to make you stand out from other applicants. Additionally, building a strong experience section will also show employers that you are organized, detail-oriented, and have the ability to manage multiple tasks at once – all of which are critical skills for a successful call center operations manager.

For Example:

Managed a team of 50+ call center agents, ensuring customer satisfaction and quality control.
Evaluated the performance of team members, providing feedback and coaching.
Developed and implemented strategies to improve customer satisfaction and increase sales.
Conducted regular meetings with staff to identify areas of improvement and resolve customer complaints.
Analyzed customer service data to create reports and identify trends.
Developed training programs to enhance customer support and sales capabilities.
Maintained up-to-date knowledge of customer service trends and best practices.
Implemented procedures to ensure compliance with company policies and regulations.
Collaborated with other departments to ensure smooth and effective operations.
Identified and implemented process improvements to increase efficiency and reduce costs.

Call Center Operations Manager resume education example

A Call Center Operations Manager typically needs a Bachelor’s degree in business, management, or a related field. They should also have a few years of experience in a call center or customer service environment. To be successful in this role, the Call Center Operations Manager should have a strong understanding of call center operations, customer service principles and practices, and have excellent problem-solving, communication, and organizational skills.

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

University of California-Berkeley, Berkeley, CA
Bachelor of Science in Business Administration, June 2010
GPA: 3.5

Call Center Operations Manager Skills for a Resume

Adding skills to a Call Center Operations Manager Resume is important because it helps demonstrate the candidate's expertise and knowledge in the field. It also helps the hiring manager identify whether or not the candidate is the right fit for the position. Examples of skills to include on a Call Center Operations Manager Resume are: • Excellent customer service and communication skills • Knowledge of call center operations and procedures • Ability to manage and motivate a team • Strong organizational and problem-solving skills • Experience with data analysis and reporting • Proficiency in call center software and technology • Ability to work independently and under pressure

Soft Skills:

Leadership
Communication
Organizational
Time Management
Problem Solving
Decision-Making
Conflict Resolution
Team Building
Motivating
Customer Service

Hard Skills:

Call Center Operations
Customer Service
Staff Management
Coaching/Training
Compliance Monitoring
Quality Assurance
Data Analysis
IT Support
Problem-Solving
Leadership/Teamwork

Common Mistakes to Avoid When Writing a Call Center Operations 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 Operations Manager resume

Demonstrated ability to lead, motivate and develop teams of call center agents
Experience in implementing customer service strategies and processes
Expertise in call center operations management, including call routing, scheduling and forecasting
Proficient in monitoring and evaluating call center performance metrics
Comprehensive knowledge of customer service best practices
Strong organizational and problem-solving skills
Ability to work in a fast-paced environment
Familiarity with CRM software and other call center technologies
Excellent communication and interpersonal skills

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