Call Center Director Resume Sample
Halie Lubowitz
90939 Ezequiel Ports,
San Francisco,
CA
+1 (555) 890 9735
Work Experience
Call Center Director
06/2015
-
PRESENT
Philadelphia, PA
- Demonstrated ability to lead strategy behind mentoring and coaching for team(s) and to act as leadership advisor to lower-level management
- Demonstrated ability to lead and mentor team on developing lasting customer relationships
- Excellent sales, organizational, communication, leadership and management skills
- Detail-oriented and able to react to change productively
- Periodic travel to other Gannett USCP sites, vendor meetings and industry association meetings is required
- Provides feedback and input into the development of workflows, procedures, enhancements, and changes to call center practices. Actively participates and drives Quality Assurance and Customer Satisfaction initiatives
- Consistently delivers on service commitments and takes ownership for resolving escalated and/or complex requests
- Previous customer service / operational experience in a leadership role
Administrative Assistant to Call Center Director
06/2008
-
04/2015
New York, NY
- Collaborate with senior management and staff to develop strategic plans; coordinate with other departments to establish open communications systems that ensure information is mutually shared to achieve optimal results
- Develop and retain team of managers, providing coaching and development opportunities that continuously build and expand both the individual and the team capabilities and bench strength
- Drive continuous operating improvements and quality performance of site metrics such as quality, productivity, staffing, training, attrition, and costs
- Provide expert knowledge of workforce forecasting and planning to ensure necessary staffing levels to support customer demand
- Drive recruitment, selection, and retention of highly qualified internal and external candidates
- Manage department resources and provide leadership to ensure that production and quality work meets company goals
- Participate with cross-functional departments in strategic decisions designed to meet quality and service goals
- Manage day to day activities for team
Education
University of Phoenix - Colorado Campus
2002 - 2007
Bachelor's Degree in Business
Professional Skills
- Strong interpersonal skills; strong investigative and problem-solving skills
- Proven analytical skills to lead teams, define issues, collect data, draw valid conclusions and present recommendations
- Strong consensus building ability with effective conflict resolution and negotiation skills
- Strong interpersonal skills with the ability to engage and lead large teams of employees
- Excellent organizational and analytical skills and detail orientation
- Envision and implement strategic direction / Self-motivated / excellent organizational skills
- Proven ability to effectively interact and establish immediate credibility with all levels of management, physicians, staff, patients, and community leaders
How to write Call Center Director Resume
Call Center Director role is responsible for organizational, software, travel, insurance, reporting, planning, integration, health, negotiation, analytical.
To write great resume for call center director job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Call Center Director Resume
The section contact information is important in your call center director resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:
- First and last name
- Telephone number
Work Experience in Your Call Center Director Resume
The section work experience is an essential part of your call center director resume. It’s the one thing the recruiter really cares about and pays the most attention to.
This section, however, is not just a list of your previous call center director responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular call center director position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Call Center Director resume experience can include:
- Experience with call center
- Healthcare experience in call center
- Forecast staffing needs based on ever changing workload
- Manage and develop reporting needs to provide transparency to customer
- Interface with Customer to provide updates on tactical work and strategic changes to current processes or technology
- Develop a partnership environment with the customer and our internal NTT Team
Education on a Call Center Director Resume
Make sure to make education a priority on your call center director resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your call center director experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.
Additional details to include:
- School you graduated from
- Major/ minor
- Year of graduation
- Location of school
These are the four additional pieces of information you should mention when listing your education on your resume.
Professional Skills in Call Center Director Resume
When listing skills on your call center director resume, remember always to be honest about your level of ability. Include the Skills section after experience.
Present the most important skills in your resume, there's a list of typical call center director skills:
- Work in a fast-paced environment, effectively managing multiple activities and meeting deadlines; ability to set and attain goals
- Understands how to develop the management team to further grow the team’s skills
- Experience with implementing / optimizing call center technology
- Knowledge of quality methodology and experience in implementing such programs in an operational environment
- Has experience working under highly regulated processes
- Call center experience in a customer service environment
List of Typical Skills For a Call Center Director Resume
1
Skills For Administrative Assistant to Call Center Director Resume
- Valid California Driver’s License and automobile insurance for employee-owned vehicles
- Proven ability to manage a significant workload within short timelines
- Is adept at executing key performance indicators
- Lead and motivate a large team while meeting operational and financial objectives
- Take initiative and effect change
2
Skills For BPO Operations & Call Center Director Resume
- Understands an inbound sales process
- Can proactively interface with the assigned client partner, both in person and remotely
- Is creative and innovative, with an ability to think outside the box
- Multi-task in fast-paced, production environment and meet operational weekly/monthly/annual goals
- Intermediate proficiency in Outlook, Excel, Word and PowerPoint
- Intermediate knowledge of Microsoft Office Word, Excel, and PowerPoint required
3
Skills For Call Center Director Resume
- Five (5) + years progressive leadership experience in the implementation and management of call centers, including business development, strategic planning with ability to drive innovation and take educated risks
- Seven (7) + years progressive leadership experience in the implementation and management of call centers, including business development, strategic planning with ability to drive innovation and take educated risks
- Leadership of on shore and off shore team dynamics
- Responsible for the design, implementation and spread of the call center. Standardize workflows, implement technology solutions and identify service gaps that allow us to better connect patients and callers with necessary resources
- Work collaboratively with St. Joseph Health and St. Joseph Heritage Healthcare Executive and Medical Staff Leadership, IT/IS, Marketing, Provider Relations, Nurse Advice Line, Care Integration teams to ensure the implementation of the Call Center throughout the state, ensuring shared services (software and hardware) are aligned
4
Skills For Administrative Assistant to Call Center Director Resume
- Provide project leadership and support to ensure quality outcomes and client engagement
- Maintain knowledge of current regulations, policies and procedures, and ensures that call center processes comply with these requirements
- Provide direct oversight of software applications within the work environment
- Develop and direct the process for collecting and reporting outcomes and quality metrics specific to the call center. Use Lean tools, process flows and visual management to identify best workflows, impact change and hold others accountable
- Maintain understanding of care delivery systems and promote services to identified patient populations while maintaining operational and capital budgets. Ensure staff has resources and support they need
- Foster a collaborative working relationship with members of the health care delivery team. Develop professional contacts within the community as well as established leaders in the industry
- Focus on patient satisfaction, loyalty and retention by providing accurate, consistent, timely and meaningful information that ensures patients are able to successfully navigate and access the comprehensive services provided by St. Joseph Heritage Healthcare’s medical groups and affiliated network
5
Skills For BPO Operations & Call Center Director Resume
- Oversight of recruitment and selection of new staff, including training, mentoring, staff competencies, performance reviews, discipline and discharge
- Develop goals and objectives for both the department and individual employee. Devise methods for employees, individually and as a department, to obtain goals. Facilitates effective communication with department staff relative to St. Joseph Heritage Healthcare objectives and values
- Work in the US without requiring sponsorship now or in the future
- Apply the OwnIt model of leadership to position responsibilities
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