Ensured training of all staff members and instructed them on customer's methods, procedures, and standards. Hired new associates and conducted performance appraisals. Programmed, installed and maintained company-wide telephone system. Managed a team through hiring, training, performance management, motivation and setting monthly goals. Maintained all aspects of Avaya VoIP S8700 switch including vectors and call routing for local and remote call center staff. Managed the Call Center/Customer Service staff of 6 supervisors and their direct reports in Michigan and Florida location. Frequency in coaching enables you to stay in close touch with your agents and thus prevents burnout and enables peak performance. Effective leaders create a culture of positive work and establish performance benchmarks that assist in its creation. Enforced and documented corrective actions on any agent who violated company policies and or procedures following Human Resources Guidelines and approval. Administered daily/weekly/monthly sales tracking reports and conducted performance evaluations. Developed and implemented performance management process and production and quality expectations. Essential Leadership Skills for Senior Managers. Managed a team of 15-20 call center agents providing customer care for existing and potential benefit plan members. Monitored case queue volume and assigned to staff throughout the day to ensure SLA was met. Developed a strategic plan to lower abandon rate of calls and increased the numbers of calls answered and callers served. Assisted with the training department to identify and provide training for Supervisors, Team Leads, and Customer Care Representatives. Utilized performance management to drive associate accountability and enhanced quality assurance. Led, attended and participated in financial management, budgetary, and strategic planning meetings. In virtual agent training, agents learn about call center processes, structure, and workflow via virtual or online classes, usually hosted on the Web and accessible from multiple locations. Provided the following account services: analysis, strategic planning, value-added practices, setting goals, and forecasting revenues. Analyzed ACD statistical data & made staffing recommendations based average queue answer/hold time, abandoned rate and overflow ratios. Developed Call Center within the hospital integrating five separate areas into one centralized call center with 10 direct reports. Performed human resource management, personnel, payroll administration including interpretation and application of rules, laws and policies. Worked directly with CEO, and IT department to achieve Internet Banking product for credit union customers. Developed training, new performance KPIs, and quality targets for handling medium-to-high priority, store maintenance issues. Increased overall performance of call center year over year results through coaching & developing, discipline, and resignations. Provided daily management for team of six, as well as obtained personal sales goals. The project manager role Completed performance evaluations and daily production reports. Evaluated and implemented the technical solution that enabled the integration of the call center with the corporations' Internet fulfillment strategy. Trained all sales associates in the 800 Loan Yes, Direct Mail and Internet Sales groups. Trained Customer Service Representatives throughout the country which contributed to significant improvements in production, customer satisfaction and sales. Identified training needs for 10+direct reports and implemented training & continuous improvement programs for the department. Created and presented staff training and development program resulting in peak performance levels. Managed staff and resolved disciplinary actions and performance issues. Established and enforced performance standards. Conducted monthly Executive Performance Reviews with Senior Executive Managers highlighting departmental successes and challenges suggesting remediation plans. Created an internal Project Management approach for the Customer Care Department that improved Service Levels, and Customer Satisfaction. Managed team to resolve escalated customer complaints directly from the customer or the Public Regulatory Commission. Developed staff in: Time Management, Analytics, Team Motivation, Client/Customer Relation Management and Capacity Planning. Created hiring process which used more temporary employees, which improved service, lowered staff costs and reduced CSR turnover. Promoted to manage a high volume call center, correspondence, and claims processing facility for the DoD. Now, if you’re a manager of a call center or part of a team tasked to develop training for call center staff, you’ll probably already aware of the basic do's and don'ts of call center training. Guided supervisors to effectively develop Customer Service Representatives on problem-solving and customer service skills. Recruited, hired, trained, supervised and motivated a team of over 50 CSR's. Exceeded company goals by over 10% for the first 9 months of operation. They are reliable, prompt, focused, cost-effective, ,and adaptable. Handled employee issues and disciplinary actions. Established call center metrics and reporting that provided strategic overviews of business operations, including workforce planning. Generated operational strategies by conducting needs assessment, performance reviews, and customer service standards. Monitored toll-free telephone call volume and Integrated Voice Response (IVR) performance and suggested seasonal enhancements. Established and maintained the highest overall performance scores since the onset of the partnership with T-Mobile. Managed a $12 million annual budget as a part of an Evergreen cost-plus partnership. Supervised daily operations of team who answered calls, made stock market trades and changes for the Annuity Product. Leveraged problem resolution and customer service acumen to resolve customer complaints and concerns. Converted manual biweekly payroll transmission process to weekly electronic. It is rare that a customer contacts a call center to praise your product. Provided frequent performance feedback through weekly call monitoring, analyzing statistical results, and monthly coaching on overall performance. Developed new Call Center through implementing best practices and drastically improved metrics. Established all process and procedure as well as performance standards (KPI's.). Created Forecasting, scheduling, adherence, attendance, time-off, payroll reporting and tracking for Overnight Processing team. Contributed to preparation of customer newsletter, featuring service achievements and customer self-serve IVR options. Managed 3rd-party technical support vendor. Identify and record what takes place. Provided post-closing customer support to borrowers: taking inbound calls, sending hello/goodbye letters, transfer of servicing rights. You may also include soft skills … Designed and evolved training materials, processes and software changes as our business model evolved. Any candidate applying for the position of a call center manager must have work experience in a call center or any call center related activities. Led retail bank sales service call center with 4 direct reports and staff of 85. Provided leadership in the development of the daily operations of a call center and sales team of more than 50 employees. Soft skills… Achieved 98.9% systems availability for order processing and PBX / ACD systems to 400+ seat call center. By building a successful employee culture with clear structure, including training, appreciation, and awards programs and the possibility of further growth, you are able to retain call center agents for the long term. Devised and implemented IVR features to enhance the automation of self-service call routing functionality eliminating redundancy in infrastructure. Responded to all small business owner's calls as they related to statement billing and technical support using Gold Mine software. Received and screened a high volume of internal and external communications, including email and in person. We ranked the top skills based on the percentage of Call Center Manager resumes they appeared on. A plan helps to identify and evaluate situations that are clearly unplanned. Collaborated with Senior Management to develop short and long-term business and strategic plans and organizational structures within the Call Center. They are able to coach and communicate effectively to get the best from people, offering advanced communication to provide structured and developmental feedback. Identified and actively responded to the needs of all internal and external customers. Worked with other members of management and/or key associates to develop and implement process improvements. Compiled the overall performance Statistics of the entire call center to manage the duty roster. Directed the unit operations of a high volume 24/7, 100-seat customer care call center serving Hewlett-Packard customers worldwide. Utilized workforce management software in order to schedule team with maximum efficiency. Performed job performance evaluations, interviewed, hired, and terminated staff, and implemented corrective actions. company goals by generating over $5MM in new commercial banking business in first year of operation. Monitored daily ACD telephone system reports and made adjustments to employee schedules accordingly. Negotiated objectives and initiated methods and procedures for various acquisition and retention programs in both the Inbound and Outbound telemarketing channels. Recruited staff using methods such as job fairs, college postings, Internet, classified advertisements and employment agencies. Maintained records of employee counseling sessions and disciplinary actions taken, to ensure unemployment specifications were met. Your employees will know the difference. Attended union hearing for employees served with disciplinary actions such as suspensions and terminations. A successful call center is composed of highly competent customer service reps—a fact that good leaders must keep in mind when they look for new hires. Researched, recommended and managed installation of new phone system, local T-I and long distance T-1. Managed daily activities for an inbound Medicare call center including training and process improvements. Self-generated leads through an internet based platform lead program that I created that was proven to be very successful. Instituted policy, revised training programs, developed agent coaching initiatives, performed staff evaluations and maintained facility enhancements. Developed Lead CSR's on how to effectively coach, develop, and motivate CSR's to exceed all company standards. For example, 22.5% of Assistant Call Center Manager … Worked closely with upper management in other center to implement efficiency improvement ideas and process improvement initiatives. Managed up to 300 representatives at a time that processed 25,000 inbound calls daily while meeting service level production goals. Managed all operations of the call center by ensuring daily operations ran smoothly and that all customer inquiries were resolved efficiently. Analyzed data, provided reporting, evaluated, and implemented various high-impact process improvements. A Call Center Manager is responsible for hiring, training, preparing and motivating staff members to provide excellent customer service. Inspired staff to fulfill their individual as well as company goals. Coordinated efforts to sell to individuals, wholesalers, distributors, and retailers through internet and sales force. Utilized AS400 and Avaya systems in performance of daily activities and reporting. Developed training programs for customer contact employees dealing with telephone skills, customer service skills, and suggestive selling skills. Take corrective action in these different ways: 4. In addition, you are prepared for real-time intervention to address agent performance issues if needed. Supported staff in resolving any technical or customer relation concerns, meeting quality standards and customer satisfaction targets. Managed the National Office Tax School Inquiry Call Center and the Corporate Call Center - responsible for hiring and payroll. Ensured that all staff were kept informed of legislation, new working practices and technological changes. customer's perspective that is submitted and shared. Acted as an English translator for visiting dignitaries and guest of the Kawasaki Government. Provided high-level training support for two call centers of the leading insurance company with over $50 million in annual revenues. Managed productivity and prescribed targets to attain company goals and objectives. Worked with ACD administration to ensure Call Management system was aligned and delivering a positive customer experience. Reduced employee turnover by enhancing candidate screening, selection and disciplinary actions. Created and administered annual employee performance reviews. Compiled monthly reports for teams overall performance in accordance with established time lines. Compare your expectations to what is actually done. Worked with employees in; analytics, capacity planning, marketing, leadership skills and conflict resolution. Managed high volume call center and ensured call volumes were managed and corporate customer experiences and revenue goals were achieved. Prepared and analyzed metrics (KPI) that demonstrated monitoring performance relative to established service performance levels. To make sure that information is legitimate, audit your information collection process from time to time. Performed monthly evaluations for each agent and kept team key performance indicators high. Developed and implemented performance management of all call center departments. Developed departmental forecasts, production goals and metrics, and monitor department activity to maximize performance. Weekly contests encourage call center agents to compete constructively with each other based on performance. Orchestrated fiscally responsible operational and capital budget recommendations in support of process improvement in patient care and technology upgrades. Maintained an 89% attendance show rate, which resulted in consistent achievement of service levels and call handling goals. 1. Managed first-line disciplinary issues and conducted annual performance appraisals. Partnered with outside departments to optimize support across key areas including HR-related issues, policies and guidelines, and training programs. Reduced employees attendance issues through incentives and corrective actions. Provided guidance to make sure all Key Performance Indicators are met. In the traditional classroom setting, call center agents meet in a classroom and are taught by one to several instructors on the methodologies and expectations of their new work environment. Provided exceptional Customer Service to internal and external customers and other medical offices and hospitals. Drafted and administered performance appraisals, conducted interviews, facilitated staff meetings, analyzed productivity. Created the first CSR training handbook and was responsible for training of all new hires throughout the company. Managed staffing, employee relations, scheduling and performance appraisals. Objectives Maintained attendance for the Contact Center and delivered all corrective actions, which reduced turnover by 10%. Influenced site leadership to post team results to drive overall performance. Conducted performance reviews, initiated ongoing performance discussions, and made salary review recommendations for supervisors and associates. Led creation of formalized claims call center including establishing performance standards, staffing, procedure development, and metric criteria. Managed the team through challenging situations to deliver all productivity goals and to ensure all quality standards are met. This method is very effective and also teaches the agent about some interpersonal dynamics and expectations. Call Center Manager Resume Samples and examples of curated bullet points for your resume to help you get an interview. Connected Meridian Technology in the Field to Call Center Aspect ACD switches - Assisted in development of menus and call prompting. Focus on the vital few and not the trivial many. Increased contact center performance by 10% with the implementation of Schedule Adherence reporting and individual employee performance goals. Coordinated agent schedules and operations; clearly defined performance standards; managed departmental service level. Minimize the difference between your standard and actual results. Make sure that standards are objective, accurate, and suitable. Awarded 1st place ranking in Northeast region for exceeding sales goals and generating new business. Call Centre Managers are responsible for assigning tasks to Call Center Representatives, motivating staff, ensuring quality and implementing various procedures. Analyzed the customer complaints and worked in the root cause of each case to ensure effective and long-term problem resolution. Call center managers require a great deal of endurance and grace to handle the extreme pressure of the call center and create an environment that pleases customers without exceeding shrinking budgets. Worked directly with workforce management to develop and implement any necessary changes to meet or exceed regulated serviced levels. Evaluated employee performance through monitoring and interaction, set performance standards, executed performance evaluations and applied structured plans for improvement. Take corrective action in these different ways: Effective control systems have certain characteristics in common. Created policies, procedures and training materials for all employees. The Call Center Manager will assist in establishing call centre objectives, provide representatives with opportunities to expand their knowledge of services, products, and troubleshooting techniques, analyze call … They also know when to act, and they do it decisively. Integrated AVAYA telephony and CRM technologies for a productive environment. Installed, implemented and monitored Help Desk IVR survey. Recommended and implemented process improvements to streamline and reduce workload. Developed sales training module and other training materials. Processed all credit card payments, all Internet inquiries that included sales and assisted Director of sales as needed. It’s essential for successful call center management, but few managers put enough time and energy into hiring the best employees for the job. This is poor planning, and the expected results are obvious. Provided corrective action plans to reprimand sales agents found of compliance with company policies. Performed all functions required of a Medical Interpreter and Non-Medical Interpreter as well as documents Translation. Monitored training team performance, coached for improvement, and ensured that training team followed department and company policies and procedures. Determined call center operational strategies by conducting assessments, performance reviews, capacity planning, and cost/benefit analyses. Worked directly with internal & external customers to improve processes, collect cash, and enhance relationships.

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