Call Center Team Leader Resume

Samantha Gray

North Highlands CA 95660

(916) 987-6543

[email protected]

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Career Objective

To use my skills as a Call Center Team Leader to obtain a position with growing firm that can benefit from my expertise.

Summary of Qualifications:

  • Remarkable supervisory experiencein call center
  • Expertise in providing and receiving coaching and feedback
  • Good understanding of call center operations
  • Proficient with MS Office suite and center technology
  • Ability to review departmental processes and work flows with view of improving efficiency
  • Ability to oversee, establish and document departmental procedures
  • Ability to update database with accurate information in a timely manner
  • Ability to assist in role playing with teammates to gain confidence and experience
  • Exceptional leadership, management and motivational skill

Work Experience:

Call Center Team Leader, August 2005 – Present

Minacs, Parkersburg, WV

  • Hiredstaff, identified behaviors and coached employees to be outstanding performers.
  • Identified and reinforced positive behaviors through formal and informal reward and recognition.
  • Encouraged and developed teamwork among others and themselves.
  • Managed delivery of customer and employee satisfaction and achieved scorecard and client goals.
  • Adhered to corporate and client policies, procedures and guidelines.
  • Interpreted and communicated corporate and business expectations to all team members.

Call Center Team Leader, May 2000 – July 2005

Telvista Inc., Parkersburg, WV

  • Supervised Call Center’s administrative processes and procedures.
  • Monitored calls and metrics, provided feedback, coaching, and reporting on data.
  • Audited, coached, and trained Customer Service Representatives.
  • Provided feedback and documented accordingly including annual performance reviews.
  • Participated in the recruiting and interviewing process.
  • Lead a team of employees and managed assets under their control.
  • Monitored and provided feedback and coaching of team members per the quality standards.


Bachelor’s Degree In Computer Science, Rose State College, Midwest City, OK