Call Center Operations Manager Resume

Samantha Gray

North Highlands CA 95660

(916) 987-6543

[email protected]

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Job Objective

Experienced Call Center Operations Manager seeking employment with reputable organization where my skills and training can be a positive contribution to company.

Highlights of Qualifications:

  • Huge experience in managing call center operations and assisting in monitoring educational interactive marketing campaigns
  • Outstanding knowledge of CRM technology and its procedures
  • Deep knowledge of contact center technologies – CTI, IVR, Predictive Dialer, Reporting, and Dashboard tools
  • Wide knowledge of utility billing systems, credit and collection practices
  • Ability to identify and resolve various problems
  • Ability to interpret all schematics and diagrams
  • Ability to develop training program for subordinates
  • Ability to present both qualitative and quantitative information in a clear
  • Ability to interpret all regulations for utility services

Professional Experience:

Call Center Operations Manager

Epson, Newark, NJ

October 2008 – Present

  • Coordinated with executives and affiliate directors and provided necessary feedback as appropriate.
  • Provided support to call center supervisors and administered everyday activities of call center.
  • Monitored call center operations and ensured high quality of services.
  • Assisted supervisors and developed various metrics for productivity and prepared necessary reports.
  • Worked with team supervisors and identified call volume trends and maximized ways to improve qualifications.
  • Planned annual business and prepared strategies for forecasting budgetary needs and allocated budget to various departments.
  • Maintained knowledge on various best industry practices and developed associated strategies.
  • Analyzed processes and recommended new technologies for incorporation in system.

Assist Supervisor Call Center Operations

Raytheon, Newark, NJ

August 2003 – September 2008

  • Managed work of all subordinates and ensured a high volume of calls at call center.
  • Monitored call performance of team and scheduled department processes accordingly.
  • Analyzed and interpreted data and developed necessary strategies for improving efficiency of processes.
  • Developed various team objectives and policies and ensured optimal level of customer services.
  • Ensured compliance to all departmental policies and procedures and communicated same to staff.
  • Trained and hired call center representatives and facilitated in continuously improving process.

Call Center Operations Analyst

Convergys, Newark, NJ

May 1998 – July 2003

  • Analyzed procedures and recommended changes if required to improve working of processes.
  • Ensured adherence to all company guidelines by implementing project and it’s working.
  • Evaluated operational policies and procedures and suggested enhancements if required.
  • Reviewed performance metrics for various business units and determined levels of acceptability.
  • Maintained knowledge on all policies and procedures of processes.


Bachelor’s Degree in Customer Service

Jamestown College, Jamestown, ND