Call Center Supervisor Resume Sample
Tatyana Vandervort
5803 Christiansen Harbor,
Philadelphia,
PA
+1 (555) 300 5372
Work Experience
Referral Specialist Team-call Center Supervisor
11/2015
-
PRESENT
Houston, TX
- Previous supervisory and/or call center experience required
- Valid Drivers license with ability to drive company vehicle
- Complete required number of quality assessments for associates skills
- Answers member’s questions and resolves escalated member issues regarding VyStar services, policies, and procedures
- Evaluates their unit employees’ performance and prepares and administers each employee’s annual evaluation
- Analyzes call management system and schedule adherence system data closely on a daily basis to eliminate any inefficiency in order to meet Call Center service level objectives. Directly responsible and held accountable for units’ productivity, quality, accuracy, and professionalism
- Prepare written documentation regarding representative’s performance in the workplace. Evaluate, monitor, discipline, coach and counsel agents as appropriate, assuring timeliness and consistency
- Communicate, abide by, and enforce department and Oriental Trading Company policies and procedures, in a positive manner, at the direction of Director and Managers. Maintains positive morale in the Call Center
Call Center Supervisor
08/2009
-
06/2015
Chicago, IL
- Maintain Call Center’s service level goals. React according to established standards and make necessary changes to ensure proper coverage in all operational areas
- Provide needed support for internal application process. Interview, hire, fire and perform corrective action as needed. Provide input, prepare, and conduct assigned team members’ evaluations
- Solicit, interview and hire qualified applicants for department positions. Assist with interviewing and make recommendations for hire for applicants working in various Call Center positions
- Position requires multi-tasking through organization, detail, multiple deadlines and projects
- Develop an in-depth understanding of our client’s business, strategies, policies & procedures which allows us to provide a consistent comprehensive level of service
- Monitor telephony queue time data to maximize productivity and ensure daily/monthly/annual SLA’s are met
- Supervises all activities associated with a limited agenda of an operating department’s day-to-day production regimen
- Manages operational workflows; meet internal and external SLA’s (Service Level Agreements)
Call Center Supervisor, Account Services
09/2004
-
07/2009
Chicago, IL
- Supports and administers various departmental and corporate policies consistent with the company’s core values and philosophies
- Authority to recommend and conduct disciplinary actions when necessary
- Mentor and coach direct reports to instill confidence and self-directed workforce
- Communicate effectively to leadership team on team’s progress and any areas of risk
- Ensure quality and accuracy of team’s work upstream
- Develop and conduct educational programs to keep teammates up-to-date on DaVita policies, new laws and regulations impacting work, and other information necessary to maintain teammates’ knowledge of department processes and goals
- Maintain expert knowledge of all MAXIMUS and MassHealth systems including MassServe, Knowledge Center, CCMS, Engage Quality, MMIS, MA21, HIX, MAP, and myWorkSpace
Education
American InterContinental University (AIU)
2000 - 2004
Bachelor's Degree in Business
Professional Skills
- Strong time-management skills, problem-solving skills, and analytical skills
- Strong personnel management skills and experience Professional Skills
- Strong leadership, decision making and problem solving skills required for effectively supporting and motivating team members
- Excellent reading comprehension, writing and communication skills that include the ability to effectively communicate with personnel of various backgrounds
- Excellent communication and presentation skills. Able to speak to large groups and skilled in public speaking
- Strong priority setting skills and ability to meet deadlines
- Demonstrated ‘people skills,’ including the ability to interact effectively with the general public in a professional manner
How to write Call Center Supervisor Resume
Call Center Supervisor role is responsible for customer, interpersonal, organizational, microsoft, organization, leadership, training, coaching, software, intermediate.
To write great resume for call center supervisor job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Call Center Supervisor Resume
The section contact information is important in your call center supervisor 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 Supervisor Resume
The section work experience is an essential part of your call center supervisor 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 supervisor 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 supervisor position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Call Center Supervisor resume experience can include:
- Maintain expert knowledge of MassHealth policies and procedures, including state and federal mandates (including the Affordable Care Act) as well as eligibility, managed care enrollment, and other program knowledge necessary to support and supervise staff
- Demonstrate solid analytical, business acumen, project management, problem solving and organization skills
- Excellent people and interpersonal skills, build effective relationships with all levels of the team and department
- Good decision making and critical thinking skills
- Demonstrated analytical, organizational, interpersonal, leadership, problem-solving, decision-making, conflict resolution, negotiation, and people skills
- Strong interpersonal skills including listening, empathy and responsiveness
Education on a Call Center Supervisor Resume
Make sure to make education a priority on your call center supervisor 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 supervisor 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 Supervisor Resume
When listing skills on your call center supervisor 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 supervisor skills:
- Excellent organizational skills, use of good judgment and the ability to effectively manage time
- Effectively prioritize work amongst multiple competing priorities
- 9) Demonstrate strong leadership skills
- Operational experience and demonstrated leadership skills
- Demonstrated skills providing system support using enterprise system monitoring and integration tools such as Solar Winds, TIDAL, BizTalk, etc
- Work effectively under pressure by prioritizing work responsibilities and re-negotiating
List of Typical Experience For a Call Center Supervisor Resume
1
Experience For Sales Call Center Supervisor Resume
- Demonstrated initiative and ability to learn and present new concepts, and possession of problem-solving skills
- Proven effective call center leadership experience
- Strong organizational and problem-solving skills, the ability to work independently and under pressure
- Experience building a team and providing effective leadership in a team environment
- Proficient computer skills utilizing a variety of software
- Excellent verbal and written communications. Competency in effective business writing
- Strong familiarity with call routing in multi-skill agent environment
- Customer service skills including an ability to work well with the public and to adopt a customer perspective
- Effectively resolves problems within the department, as well as minor guest conflicts/complaints, in a fair and equitable manner
2
Experience For Call Center Supervisor, Account Services Resume
- Communicate effectively via phone and through e-mail
- Demonstrates ability to prioritize and manage time to meet various deadlines
- Strong customer service experience, fast paced
- Prior supervisory experience required, preferably in a call center environment
- Strong problem-solving communication and decision-making capabilities
- Conduct a once-per-month review “formal session” with each CSR where developmental priorities for the upcoming month are identified
- Handle highly escalated calls with professionalism and expedite resolution, creating a positive customer experience
- Experience speaking in health care dialogue
3
Experience For Clinical Call Center Supervisor Resume
- Conduct a once-per-month review "formal session" with each CSR where developmental priorities for the upcoming month are identified
- Effective utilization of problem solving techniques
- Experience overseeing exempt and non-exempt employees
- Strong familiarity with ACD systems and related reporting
- Able to establish and maintain effective working relationships with the community
- Demonstrated ability to influence positive outcomes during any type of interaction
- Display of strong flexibility and ability to function and multi-task in a fast-paced ever changing environment
- Multitask and manage changing problems in a fast paced, multi-skill team environment
4
Experience For Appointment Scheduling Call Center Supervisor Resume
- Previous experience in a Healthcare setting / environment
- Experience with recordkeeping systems
- Monitors calls of staff to ensure good quality, customer service and training opportunities
- Experience with an ERP system (preferably Oracle) and ability to work with database management systems
- Proven ability to develop strategic plans and recommendations and see through to implementation
- Previous experience leading a team, as a team lead or supervisor in a call center environment (required)
- Previous coaching and agent development experience
5
Experience For Banking Call Center Supervisor Resume
- Completion of post-secondary education or equivalent experience
- Experience in health care, customer support, or clinical research
- Two or more years of Call Center experience, preferably in an escalations or supervisory capacity
- Create development plans for each agent that contains positive, creative and effective ideas on ways they can improve their performance
- Strong business acumen and accountability to drive sales results
- Able to provide effective quality assurance review and standards at an individual and team level
- Handle elevated high priority calls
6
Experience For IMS Help Desk Services Call Center Supervisor Resume
- Attract, develop, and retain diverse talent within the organization to deliver excellent customer service
- Organize, plan, and prioritize CSR’s work to meet and exceed goals and objectives
- Collaborate with other cross functional groups to improve processes and procedures to enhance consumer experience
- Identifies performance deficiencies, coaches direct reports and provides targeted and effective feedback
- Maintains professionalism and operates in accordance with business standards and code of conduct
- Maintain effective and positive relationships between departments, CSRs and teams
- Demonstrated ability to direct, plan, schedule and supervise employees
7
Experience For Call Center Supervisor Workforce Management AM Resume
- Ensures team understands their roles and responsibilities and demonstrates competence in their position
- Experience as a Call Center Supervisor
- Upervisor experience, required
- Call Center mgmt. experience - required
- Call Center Quality Improvement Experience
- 1-year supervisory experience
- Data entry, print validation
8
Experience For Healthcare Call Center Supervisor Resume
- Call center experience desirable, healthcare background knowledge desirable
- Computer, phone and Internet operations skill
- Call center supervisory or management experience
- At least six (6) months of supervisor or leadership experience required
- Use good judgment, make independent decisions and proactively problem solve as required
- Skilled in supervisory techniques and procedures
- Skilled in data analysis, evaluation, and interpretation
- Two years experience in customer service related field or position
- Skill set to work quickly yet with great attention to detail
9
Experience For Call Center Supervisor, Customer Service Resume
- Knowledge of or commiserate skill set to train, motivate, and supervise customer service staff
- Experience in a related call center environment
- Experience in a team oriented work environment
- Previous supervisor experience preferably in a call center
- Experience in SAP or similar ERP
- Proven ability to drive First Choice performance and productivity
- Call center/sales experience required
- Operations/leadership experience
- Provides support to the Customer Experience team to develop, coordinate and implement process and quality improvements in the Contact Center environment
10
Experience For Medical Bill Review Call Center Supervisor Resume
- Call center experience with leadership roles
- Previous experience in professional environment and in a call center
- Ales experience required
- Management experience with direct reports
- Homecare Account Manager experience or 4 years of Customer Service
- Disaster management experience
- 12 months supervisory experience in a contact center environment
- Able to prioritize various work tasks
List of Typical Skills For a Call Center Supervisor Resume
1
Skills For Sales Call Center Supervisor Resume
- Excellent time and people management and problem-solving skills
- Strong phone contact handling skills
- Strong planning and organizational skills to manage day-to-day operations to meet project and team goals
- Provide effective coaching and support skills
- Excellent organizational, analytical, written, and verbal communication skills
2
Skills For Call Center Supervisor, Account Services Resume
- Excellent organizational and mathematical skills
- Strong PC/Technical skills with basic knowledge of Microsoft Office applications and mobile devices
- Possess strong organizational and business skills
- Excellent written, verbal and interpersonal communication skills with agents, peers, management and customers
- Strong interpersonal skills and professional appearance
- Strong interpersonal skills and ability to engage and motivate teams
- Utilization of analytical skills and proven ability to assess root causes
3
Skills For Clinical Call Center Supervisor Resume
- Strong written and verbal communication skills, with the ability to patiently explain processes, procedures, and company information to CS Agents and Customers
- Excellent organizational and time management skills in a fast paced environment
- Communicating effectively within work groups and team meetings
- Proven experience in successfully resolving customer issues according to the NetSpend Call Center metrics
- Demonstrated success multi tasking and prioritizing in a dynamic fast paced work environment
- Apply problem solving and critical thinking skills
- They are responsible for monitoring intra-day call activity and service levels and taking relevant action to ensure that service levels are met effectively
- Communicate effectively in English, both verbally and in writing, along with bilingual abilities
4
Skills For Appointment Scheduling Call Center Supervisor Resume
- Team building and customer service skills
- Two years of experience in customer service including one year of experience as a supervisor within an operation environment
- Fast and accurate data entry skills and pass data entry/typing assessment
- Notify relevant support teams when systems are not working effectively
- At least two (2) years of customer service, leadership and team interaction skills required
- Write routine reports and correspondence. Ability to speak effectively before groups of customers or employees in the organization
5
Skills For Banking Call Center Supervisor Resume
- Advanced skills in MS Office Professional (Word, Excel, Outlook, Access, PowerPoint) andcall center CRM software
- Logical thinker with an ability to understand and interpret information promptly and effectively
- Desire to learn, grow and enhance personal skills, abilities, goals and career
- Six months prior experience as lead customer service representative
- Able to effectively coach, mentor and manage employees on an individual basis to facilitate their success and ability to fully utilize their potential
- Train all new Agents on position and company tools to perform their job effectively
- Six months prior leadership experience
6
Skills For IMS Help Desk Services Call Center Supervisor Resume
- One year prior call center or customer service related experience required
- Prior supervisory experience, preferably in a team driven environment
- 6 months prior leadership experience
- Leadership experience with demonstrated ability to drive a team and achieve results
- Supervisory experience in a dynamic call center environment or significant call center operations leadership experience
- One year prior call center, sales or customer service related experience required
- Demonstrated supervisory or management experience in a call center environment
- BS/BA in Business management/administration or relevant field with proven experience
7
Skills For Call Center Supervisor Workforce Management AM Resume
- Multitasking and prioritizing work. Maintaining a neat workstation
- Working experience utilizing telephone communications as all or a portion of the customer service
- Working experience containing elements of supervision or operational responsibilities
- Responsible for effective human resource administration including training, evaluations, coaching, mentoring, recommending promotions, and corrective actions
- Proven track record of building and developing winning teams and exceeding customer expectations
- Experience managing, coaching, and developing call center team
- Demonstrated ability managing to service levels, monitoring and coaching in a positive and supportive manner
8
Skills For Healthcare Call Center Supervisor Resume
- Experienced in leading, supervising, and supporting customer service agents
- Two years’ experience working with Call Center Technology; including Call Center Management systems and Customer Record Management tools
- Experience addressing and responding to customer requests in the customer service, contact center, or retail industry
- Proven record in consistently meeting/exceeding sales goals
- Related experience including successfully supervising customer service teams
- Experience coaching and motivating a large team of Operations Support reps
- Strong problem solving, decision making, organizational, time management,
- Two years experience selling over the phone and meeting goals
- Meet and exceed organization goals for providing exceptional service to callers and by accepting ownership for the callers’ experience
9
Skills For Call Center Supervisor, Customer Service Resume
- Proven track record for supporting teams that are proactive in driving process improvement
- Demonstrate understanding of client business requirements to ensure that their needs are being met
- Develop, motivate and retain associates; provide effective coaching & feedback, and career planning / development
- Diffuse escalated customer situations through high level problem solving while providing excellent customer service
- Manage a high level of confidentiality and experience handling PHI and PII
- Experience in utilizing DHS and legacy INS databases desirable
- Demonstrates intermediate knowledge of Microsoft Office products including Word, Excel, PowerPoint, and Outlook
- Experience working in a call center environment, preferably Weichert Lead Network
- Managing people with call center experience required
10
Skills For Medical Bill Review Call Center Supervisor Resume
- Experience in managing a call center environment
- Career progression which demonstrates increasing levels of responsibility
- Experience working with commercial accounts, products and solutions
- Proven record in consistently exceeding sales goals
- Multi-task and manage changing priorities in a fast paced environment
- Demonstrated track record in delivering results toward assigned goals
- Experience with call center telephony and reporting platform
List of Typical Responsibilities For a Call Center Supervisor Resume
1
Responsibilities For Sales Call Center Supervisor Resume
- Strong interpersonal skills with the demonstrated ability to gain the confidence, respect and trust of senior executives, clients and staff
- Effective follow-up and appropriate escalation skills
- Demonstrated communication skills, verbal, voice quality, diction, articulation, written and presentation
- Detail-oriented and strong time-management skills, ability to grasp complex material quickly
- Defuse escalated situations Excellent time management skills
2
Responsibilities For Call Center Supervisor, Account Services Resume
- Good analytical skills as well as the ability to think strategically
- Ensure that team members obtain the appropriate training and support to best apply their knowledge and skills on the job
- Superior ability to effectively communicate at all levels both verbally and in writing
- Prior experience in working collaboratively with other functional leaders to drive strategic initiatives and action plans
- Demonstrate ability to take ownership of customer issue and follow up with the customer to ensure successful resolution and positive experience
- Responsible for communicating call center metrics and results to the field effectively (either on the dental office or regional level)
- Experience so that every patient has a positive experience with their dental office
- Good communication skill to build relationship with costumer
3
Responsibilities For Clinical Call Center Supervisor Resume
- Remain knowledgeable and current regarding all company products and services to effectively support direct reports and customers
- Work effectively with fellow supervisors within the virtual community of centers to achieve the organization’s common goals and objectives
- Effectively evaluate complex information and make appropriate decisions
- Demonstrates good knowledge of Microsoft Office
- Exercise considerable judgment and discretion in establishing and maintaining strong partnering relationships with team members
- Demonstrate the ability to be flexible within changing environment
- Experience managing a contact center environment
4
Responsibilities For Appointment Scheduling Call Center Supervisor Resume
- Measures and demonstrates the group productivity as well as the individual’s reports related to customer outcomes
- Demonstrated proficiency in interpersonal communication techniques
- Intermediate level PC skill including Microsoft Outlook, Word, and Excel
- Use effective verbal and written communication to distribute the most current information to the team members
- Maintain a strong knowledge of products and services for customers that we are servicing
- Strong familiarity with call center metrics and scorecard
5
Responsibilities For Banking Call Center Supervisor Resume
- Result oriented, fast learner, proactive and good initiative
- Provide clear, effective, timely and constructive feedback to direct reports, peers and management
- Acts as the liaison between various teams; leads collaborative efforts and the exchange of information to improve our customers' experiences
- Excellent English language proficiency in both verbal and written communication
- Team Lead or Supervisor experience
- Plan and prioritize work tasks / functions
- Two years call center management experience
6
Responsibilities For IMS Help Desk Services Call Center Supervisor Resume
- Previous work experience in luxury/retail environment
- Three years call center management experience
- Leadership experience (supervisor, interim supervisor, or manager)
- Multi-task in an efficient, thorough and prioritized manner
- Total number of years’ experience in a given area - 1 to 3 years
- Customer service experience preferable
- Call center / customer service experience
- CSR experience
7
Responsibilities For Call Center Supervisor Workforce Management AM Resume
- Acting as an information source and answering lead or agent’s questions, assigning tasks, following up and giving instructions as needed
- Ensuring the team is meeting or exceeding all goals including service level, abandonment rate, quality and attendance
- Motivating, call monitoring, coaching and meeting all the requirements of MetLife’s Performance Management Process
- Monitoring and coaching employees on a weekly basis to ensure quality service is being provided to our customers
- Creating agent training plans when needed to ensure that the agent can be successful in obtaining goals set
- Building and maintaining a high performing team
- Coaching and mentoring employees as well as maintaining periodic performance reviews (30+ associates)
8
Responsibilities For Healthcare Call Center Supervisor Resume
- Working knowledge of PC’s including standard M/S Office suite of products
- Developing and driving improvement initiatives
- Reading and analyzing reports
- Understanding and enforcing the call center policy and procedures
- Working knowledge of California Labor Code and Employment Law
9
Responsibilities For Call Center Supervisor, Customer Service Resume
- Developing agent level developmental plans and action plans as appropriate
- Assisting in the formulation of targets for individuals and teams
- Training & Quality Assurance Staff
- Ensuring sustainable processes, scalability, and develop bench strength
- Answering day-to-day calls, gathers information, and transfers calls to the appropriate personnel
- Carries out supervision, coaching, call monitoring, training, reviewing and disciplining of all agents
- Creates an eff ective work environment by setting clear objectives, recognizing outstanding performance and maintaining open communication
- Build team of associates through conducting interviews, selecting candidates and making hiring decisions
10
Responsibilities For Medical Bill Review Call Center Supervisor Resume
- Responsible for the hiring, terminating, coaching, and providing of performance evaluations to Customer Service Representative Team members
- Supervises 3rd party client processes including scheduling , driver gate, dispatch monitoring, customer feedback, exceptions and routing processes
- Ensure building safety, checking doors are locked and employees are wearing appropriate building identification and their security badge
- Oversee call center staff and are responsible for assigning tasks, motivating and disciplining employees and assessing performance
- Communicate job expectations; planning, monitoring, appraising, and reviewing job contributions; adherence to script policies and procedures
- Manage daily production activities including identifying, troubleshooting, and solving production problems
- Responsible for the supervision of assigned call center staff. Assist with recruiting, training, coaching, retention, and leading monthly unit meetings
- Conducts on-going training and coaching with employees to improve quality of service
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