Call Center Manager Resume

Samantha Gray

North Highlands CA 95660

(916) 987-6543

[email protected]

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Job Objective

To obtain a position of Call Center Manager in order to bring about continuity for the company by using my skill set to your best advantage.

Highlights of Qualifications:

  • Experience in managing call center, providing customer services in a healthcare and travel industry
  • Exceptional knowledge of database and word processing
  • Ability to multitask and prioritize work
  • Ability to train in various phone systems
  • Ability to prepare reports and required correspondence
  • Ability to handle season ality and fluctuations in an inbound call center
  • Ability to work in a fast pace call center environment
  • Ability to interpret an extensive variety of non-technical instructions
  • Ability to identify and resolve issues

Professional Experience:

Call Center Manager

Newell Rubbermaid, Mountain View, WY

October 2008 – Present

  • Managed all call center functions and ensured efficiency in work.
  • Maintained and designed reports for various call center metrics.
  • Assisted in training new agents on various call center procedures.
  • Administered efficient working of staff and prepared schedule for call center.
  • Monitored team and evaluated call center results and ensured achievement of all performance targets.
  • Coordinated with department heads and ensured effective working in all aspects of projects.
  • Developed and monitored call center budgets.
  • Prepared performance reports for employees to be submitted to management.

Call Center Supervisor

IKON, Mountain View, WY

August 2003 – September 2008

  • Developed effective relationships with employees and ensured optimal levels of competency form all.
  • Monitored work and ensured optimal levels of customer services to clients.
  • Participated in various team meetings and ensured effectives by regularly communicating with team members.
  • Ensured compliance to all procedures and departmental standards.
  • Evaluated customer issues and resolved it effectively and ensured customer satisfaction.
  • Prepared attendance records and payroll and documented all records.

Call Center Team Assistant

Vangent, Mountain View, WY

May 1998 – July 2003

  • Monitored service requests and ensured compliance to schedule.
  • Managed databases and performed required data entry work.
  • Prepared required documents for logs and submitted documents for mailing.
  • Provided administrative support to various operations of call center.


Bachelor’s Degree in Customer Care Management

Western Texas College, Snyder, TX