Contact Center / Operations Resume Sample
Melvin Hyatt
4337 Feil Shore,
New York,
NY
+1 (555) 593 6739
Work Experience
Contact Center Operations Manager
01/2017
-
PRESENT
Phoenix, AZ
- This role has revenue generating responsibilities, and as such, US Bank RSM’s utilize a wide range of techniques to manage and achieve revenue goals including contests, reward and recognition programs, sales rallies and other incentives
- A dynamic demeanor is an asset as this role interfaces with other departments, regions, vendors, and agencies. Outstanding follow-up is a necessary skillset for all RSM’s
- Directs and executes the technical configuration for a blended calling environment, including, but not limited to, outbound campaigns, IVR’s, and system set-up for optimal performance
- Coordinate the deployment and implementation of the Service Delivery Transformation strategy in the Contact Centers
- Drive change management along the value chain, facilitating the implementation of the new processes in the Contact Centers sites
- Define new tools, processes, profiles to support new business opportunities
- Identify and implement best practices globally
- Lead Contact Centers business analytics, identify opportunities and provide guidance to the Regional Contact Centers leads
- Define the training strategy, both products and soft skills and monitor proper training deployment to the sites
Contact Center Operations Analyst
04/2011
-
08/2016
Phoenix, AZ
- Lead globally the WFM tools and process
- Has full supervisory responsibility including hiring, performance management, employee engagement, coaching and development
- Responsible for the daily operational performance of a Life Insurance Customer Experience team
- Organizes the workflow of associates to provide the highest quality, low effort service experience in accordance with established policies and procedures
- Provides guidance and extensive feedback to associates
- Ensures excellent customer interactions
- Ensures adherence to day-to-day application of organizational policies and procedures
- Typically supervises staff of 12-16 employees
Contact Center Operations Forecaster
04/2005
-
12/2010
Chicago, IL
- Accountable for management of the organization’s revenue cycle and the Customer Information System (CIS), which underpins a number of other critical operational systems, including the interface with the organization’s financial reporting system
- Development and accountability for the appropriate internal, credit, and financial controls and policies to protect the organization’s revenue cycle. Involves development, implementation and compliance of regulatory and consumer policies, including those for consumer credit and delinquency, in addition to the integration of the policies with other functional areas
- Develops and implements annual operating plans to ensure that strategic initiatives are created to achieve the department’s budgeted revenue
- Serves as functional lead for the company’s Customer Experience Council and champions company-wide initiatives and new technology and customer initiatives, and directs successful implementation in areas of responsibility
- Remains current on technical information regarding SJG’s telephony, workforce management, and all contact center technology,
- Support of contact center daily operations in the areas of skills based routing, workforce planning and quality management by providing administrative support (accounts creation, changes, forms administration, reporting)
- Analyze and evaluate historical trends and recommends strategic and tactical operations to assist with continuous improvement of department process, procedures and functions Identify and research service level risks for problem resolution and management notification
- Collaborate on future implementation of additional contact channels such as chat, CTI Manage operational project calendar including prioritization, budget and status
- Liaise with IT in communication and prioritization of technical requirements
Education
American InterContinental University - LA Campus
2001 - 2005
Bachelor's Degree in Business
Professional Skills
- Strong client facing skills with a focus on creating a positive customer experience
- Excellent attention to detail and results oriented with a track record demonstrating strong problem solving skills
- Strong mentoring and relationship building skills with ability to effectively manage group and interpersonal conflict situations,
- Excellent organizational skills and detail oriented. Proficient in time management and ability to prioritize critical tasks as well as delegate appropriately
- Strong leadership, motivational, team-building, analytical, and problem solving skills
- Display very strong quantitative and problem solving skills
- Strategic thinker with excellent quantitative and superior problem-solving skills
How to write Contact Center / Operations Resume
Contact Center / Operations role is responsible for reporting, planning, training, analytical, research, finance, database, procurement, security, architecture.
To write great resume for contact center / operations job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Contact Center / Operations Resume
The section contact information is important in your contact center / operations 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 Contact Center / Operations Resume
The section work experience is an essential part of your contact center / operations 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 contact center / operations responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular contact center / operations position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Contact Center / Operations resume experience can include:
- Provide system administration support and analytics function for a variety of technologies (CRM/ticketing tool, quality monitoring solution, workforce planner, etc.)
- Multitask, prioritize and work effectively with others
- Strong technical skills as PPSND, DIR commodity
- Demonstrated people management skills that have motivated and enhanced personal performance and development
- Proven experience managing metrics, ensuring customer satisfaction, and reporting statistical performance levels related to the contact center
- Exceptional interpersonal, written and oral communications skills – including statistical report writing,
Education on a Contact Center / Operations Resume
Make sure to make education a priority on your contact center / operations resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your contact center / operations 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 Contact Center / Operations Resume
When listing skills on your contact center / operations 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 contact center / operations skills:
- Effective leadership and analytical skills including working knowledge of financials, staffing models and scheduling
- Proven success in analytical and conceptual thinking situations including solid financial management experience
- Solid analytical skills resulting in sound decisions, solutions and recommendations
- Demonstrated ability to effectively navigate and achieve results in a complex, multi-location, organization
- Strong project management and planning skills in order to successfully handle multiple, simultaneous projects
- Excellent communication skills both, verbal and written
List of Typical Experience For a Contact Center / Operations Resume
1
Experience For Contact Center Operations Manager Resume
- Demonstrated competency in coaching and motivating customer service hourly associates to exceed customer/store expectations
- Five or more years of experience in leading large teams of 100+ associates
- Five or more years of experience with Excel, including pivot tables
- Address performance issues in a timely, professional and effective manner
- Demonstrated ability to develop staff, accurately evaluate performance and motivate teams to achieve performance goals
- Resolution oriented and demonstrates personal initiative to exceed performance targets
- Demonstrates ability to collaborate across different functional areas (e.g. Finance, Analysis, Operations, etc.)
- A proven record of process improvement and operational excellence
- Provide on-going coaching to assigned CC Managers & Supervisors and work with them on resolving any performance-related issues on their assigned teams
2
Experience For GM / Director, Contact Center Operations Resume
- Build collaboration by establishing, communicating, and reinforcing shared values
- Partner with Training to ensure learning and development needs are met for all CC staff
- Partner with IT to ensure appropriate understanding of the business rules and flow of the script
- Monitor, analyze and report out on call center metrics (daily/weekly/monthly), including interval trend data to support analyses and recommendations
- Lead/Manage the current Inbound Contact Centers, including inbound sales, service and escalations
- Manage the Contact Center Coaches, including their career development, performance management and recognition
3
Experience For Contact Center Operations Analyst Resume
- Strive, and encourage team members to strive for continuous improvement in everything they do, even in the face of obstacles
- Ensure staffing levels are in accordance with the Inbound Contact Center Capacity Plan
- Deliver quality performance of the team and focus on maximizing account acquisition opportunities
- Assist in solution management dedicated to providing a positive work environment
- Compile and analyze operational data and provide management reporting and analysis updates
- Work closely with the Implementations team for onboarding new CC programs
- Vendor Management for all external partners supporting CC business
4
Experience For Director, Contact Center Operations Resume
- Provides coaching and development to operations supervisors
- Leads staff meetings, communicates strategy and translates into tactical operating plans
- Customer service orientation with developed problem solving abilities
- Deliver results against a defined scope of work that includes measurable KPIs, strategic innovation, performance reporting, and staff development
- Improve Contact Center operations through innovation, staff development, and performance monitoring
- Maximize team performance through training, motivation and incentive programs
5
Experience For Member Service Rep-contact Center Operations Resume
- Develops and manages annual operating plan and budget
- Intermediate-level user of the following MS Office programs required: Excel, PowerPoint, Word
- Operational Reporting Analysis
- Complete understanding of the contact center, operations and performance metrics
- Ensure that representatives are fully trained and performing at department standards
- Manages quality monitoring staff in the Operational Command Center (OCC)
- Serve as aggregation and escalation point for reporting and resolution of issues
- Proactively address potential technical problems, identify technical deficiencies and recommend solutions
6
Experience For Global Head of Contact Center Operations Resume
- Assess workforce management practices and provide recommendations for improvement
- Analyze and modify forecasts and schedules to ensure optimal performance based on call/contact volume, average handle time, absenteeism and other assumptions
- Enable actionable plans that drive quality, productivity and enhanced service levels including volume, service level, forecasting, and workforce management for all sites and services
- Organization of data to populate agent scorecard (call handling performance, ticket management performance, attendance & schedule adherence, quality monitoring, etc.)
- Develop and maintain quality evaluation forms for quality monitoring
- Efficient and agile on and off boarding of agents
- Personal Attributes: confident, highly motivated, sense of humor, a winning ‘can-do’ attitude, team-oriented
- Accuracy and timelines in reports delivery and data analyses
- Participate in recruitment of agents
7
Experience For Contact Center Operations Manager, Americas Resume
- Administer policies and procedures, insure all records are complete and accurate
- Serve as central resource for procedural questions from all staff
- Exercise positive and cooperative behavior that promotes teamwork
- Promote customer satisfaction through the thorough resolution of escalated customer issues
- Lead, inspire and develop a high quality/high talent sales team that enables operational excellence that is aligned to the strategic and future needs of the business
- Ownership for service levels and operational excellence
8
Experience For Senior Manager, Contact Center Operations Resume
- Manage risk and compliance for the Inbound Contact Center
- Take ownership for service levels, budget, and operational excellence
- Execute on high level strategy, while also involved in day to day detail
- Evaluate processes and procedures and recommend changes based on the needs of the business
- Assists in knowledge database administration and records management
- Manage vendor relationships, communications, invoices and payments
9
Experience For Contact Center Operations Ops Specialist Resume
- Serve as backup support any off-phone processes as needed
- Set and achieve KPI’s (in multiple locations) for all forms of customer support, such as telephone, email, chat and social media
- Results-focused with a supportive leadership style
- Develop and manage operational processes for new programs
- Develop strong key stakeholder relationships with Client Services, Training, PMO, HR, Finance, Compliance, Technology, District Managers (DMs) and CC Supervisors to ensure collaborative execution of all processes
- Serve as CC lead, as assigned, for internal projects that support efficiencies, automations, process improvements, etc
- Proactively partner with CC management / departments to identify and implement process efficiencies in the business from discovery through measuring business impact
10
Experience For Contact Center Operations Forecaster Resume
- Create a positive team atmosphere while developing and sustaining a culture of customer service excellence and satisfaction, including measurement and continuous improvement
- Continuously assess direct reports performance as it pertains to each client contract and create and deliver individual development plans and performance appraisals according to Publicis performance management policies and standards
- Create a team-oriented, productive and positive work environment by developing and mentoring CC staff through individual and team meetings
- Identify potential new business opportunities including contract expansions and renewals
- Partner closely with other contact center locations, including global locations
- Oversee the functions and staffing of the Floor Manager Desk to ensure that questions and escalated contacts are handled professionally within a timely manner
- Optimisation of Contact Center capacity/staffingadapting fix and variable resources
- Recommendations and Implementation of cost reductions initiatives (including commitments in the POR)
List of Typical Skills For a Contact Center / Operations Resume
1
Skills For Contact Center Operations Manager Resume
- Solid communication skills, both written and verbal, with ability to communicate with all levels in the organization and with customers
- Experience in a customer service or sales position and experience managing an in-bound call center is required
- Demonstrated effectiveness in strategic planning, ability to execute on tactical initiatives, attention to detail and time management
- Solid technology abilities, including strong knowledge of Microsoft Office (Excel, Word, Outlook, Visio, PowerPoint, SharePoint)
- Communication Skills- Write and Speak with impact
- Effectively communicate with individuals at all levels internally and externally
2
Skills For GM / Director, Contact Center Operations Resume
- Computer Skills: Microsoft Office suite with advanced Excel
- Proven engaging leader with a successful track record of delivering service excellence through developing people at both exempt and non-exempt levels
- Experience managing digital service channels including live chat, email, social care
- Experience in strategic planning leading to service excellence required
- Proven ability to motivate, inspire, and lead a growing team in an ever-changing business environment
- Management experience in a large Contact Center (>200 employees) including ownership of technology, process management, training, quality, etc
- Previous experience with running outbound/inbound contact and dialing systems and associated systems
- Experience managing call center productivity according to KPI targets
3
Skills For Contact Center Operations Analyst Resume
- Oversees training and development of team members directly and indirectly managed and makes effective staffing decisions
- Experience managing a P & L required
- Experience managing an in-bound call center is required
- Monitor contact flow and activity between customers and staff to ensure quality and consistent superior customer experience is being provided
- Test all systems, infrastructure, staff, and associated training material and procedures prior to the start of operations
- Demonstrate readiness of all systems and processes to the Government during a formal ORV event
4
Skills For Director, Contact Center Operations Resume
- Experience in managing call center operations
- Full knowledge of skill-based routing systems
- Collaborative leadership style with experience leading a team of 200+ people
- Manage multiple responsibilities and projects in a fast paced environment with completing priorities and deadlines
- Partner Management Experience required
- Demonstrated ability to consistently set and achieve both short-term results and long-term objectives
- Provide feedback, coaching, and guidance to enhance others’ skill development
5
Skills For Member Service Rep-contact Center Operations Resume
- Highly developed communication with a demonstrated ability to work in a dynamic, continually evolving environment
- Handle customer inquiries, complaints, with a strong understanding of customer service policy and procedures
- Five (5) years of experience in related business analytics and/or operations management and logistics planning in a fast paced, high volume environment
- Experience with building databases or data warehouses
- Experience in people leadership
- Previous experience in the hospitality industry considered an asset
- Related program management experience
- Demonstrated competency in the ability to analyze, organize and make sound decisions and knowledgeable recommendations
6
Skills For Global Head of Contact Center Operations Resume
- Hands-on experience with contact center workflow, phone queue management
- Secure seamless alignment with the Customer Experience team to deliver one Philips brand image
- Operate OCC to provide ORV performance information
- Min 8 years’ experience in a BPO/KPO
- Interface with Country delivery organizations and drive actions to contribute to improve E2E Customer experience
- Performance monitoringto ensure support customer experience as designed
7
Skills For Contact Center Operations Manager, Americas Resume
- Provide steady, dynamic leadership that develops and guides team members to deliver strong results
- Promote excellent customer service and satisfaction
- Develop, implement and maintain an effective Quality Assurance (QA) program
- Develop measurable and effective performance standards and KPIs
- General Effective resource planning and accurate schedules
8
Skills For Senior Manager, Contact Center Operations Resume
- BPO experience required
- Working knowledge of Contact Center KPIs, staffing, scheduling, and reporting
- Acting as a support liaison with corporate IT functions, ensuring that the organization’s needs are met in a timely and accurate manner
- Ensuring our partners have the right capacity to deliver up to expectations ( staffing, competence ) at a reasonable cost
- Setting Operational Framework with Sites delivering sustainable performance
9
Skills For Contact Center Operations Ops Specialist Resume
- Understanding and familiarity with Intuit Billing Systems
- Reporting and presentation of call center performance
- Using standing agenda, meet weekly with the vendor’s operations team
- Assist in solution management dedicated to providing a positive work environment, fostering teamwork and maintaining high team morale
- Manage Contact Center Supervisors to ensure accurate reporting and addressing disciplinary and/or performance problems according to company policy
- Responsible for designing, troubleshooting and debugging call scripts and call flows
- Provide Industry leading Service and Solution Delivery capabilities, enabling Brand Differentiation and Business growth
- Coordinate and assist with ongoing training for Agents and leadership
- Role model Excellence and Do the Right Thing while supporting change management efforts
10
Skills For Contact Center Operations Forecaster Resume
- Assist in system testing, trouble shooting and remediation processes
- Act as a subject matter expert in areas such as training, online/digital channels, reporting, technology, personnel, etc
- Maintains current working knowledge of the Bank’s policies, procedures, products and services as well as banking and privacy laws and regulations
- Manage staffing levels and scheduling to optimize performance
- Basic knowledge of the planning, acquisition and implementation of the company’s voice communications system
List of Typical Responsibilities For a Contact Center / Operations Resume
1
Responsibilities For Contact Center Operations Manager Resume
- Experience in pharmaceutical or healthcare industry required
- Proven ability to successfully collaborate cross-functionally to achieve business objectives
- Conducts and ensures the completion of ongoing performance feedback and reviews
- Provides coaching, direction and leadership support to team members in order to achieve business and customer results
- Management of the CC operations and performances driving continuous improvements
- Collaboration with other Ops managers and rest of Assisted and CS org ensuring standardization
- Responsible for suggesting methods to improve area operations, efficiency and service
- Participate and execute operating plans
- Maintain composure and convey a positive attitude when interacting with customers and internal team members
2
Responsibilities For GM / Director, Contact Center Operations Resume
- Knowledge of database architecture and data modeling principles and techniques
- Ensure compliance with state/federal employment laws, corporate HR policies and personnel policies, procedures and guidelines
- Develop and maintain effective organization of responsibility, including efficient recruiting, training, coaching, recognition, performance standards, staffing levels and supervision for a team of 200+
- Ensure that revenue, profitability and productivity goals are met monthly, quarterly and annually
- Responsible for the establishment of and compliance with best practices and processes as well as continuous process improvement
3
Responsibilities For Contact Center Operations Analyst Resume
- Own the client relationships for two lines of business and support various other lines of business
- Ensure customer satisfaction through resolution of escalated customer issues
- Motivate, encourage and provide feedback to all employees to promote development and establish career paths
- Monitor and evaluate call volume statistics to ensure service levels are attained
- Identifies and communicates key responsibilities and practices to ensure the immediate and broader team of managers/supervisors promote a positive work environment, confidence in leadership and teamwork to achieve business results
- Drives the implementation of Company programs, procedures, methods and practices to promote Rodan + Fields key messages
- Directs the operation of a multidisciplinary customer contact center to ensure the optimal use of financial, human, technical and other resources necessary to deliver stated business objectives
4
Responsibilities For Director, Contact Center Operations Resume
- Establishes service levels, reporting standards, and quality assurance reviews for customer contact centers
- Ensures superior customer service is provided to Rodan + Fields Consultants and their customers
- Proactively identifies opportunities to enhance operational efficiency and maintain industry-best service levels through the use of improved technologies and tools. Collaborates with Digital Product Team to select, define, source, prioritize, fund, and implement relevant technologies
- Challenges and inspires direct reports to achieve business results
- Deployment of initiatives to improve E2E Customer satisfaction and Operational efficiency and new capabilities
- Ensure that our Partners are aligned to HP strategy and comply with HP requirements ( Quality, Process Adherence)
- First escalation path for other HP groups to connect to the site
- Ensure department standards are met for phone, email, social, and chat answer timeframes. Ensure that resources are assigned and realigned as needed
5
Responsibilities For Member Service Rep-contact Center Operations Resume
- Ensure that Customer Service Referrals (CSRs) are resolved within one business day and we deliver outstanding service regarding existing orders as well as resolve customer service issues that win back customers
- Monitor workflow and assign activities to the contact center team/leads as needed
- Manage the scheduling function creating accurate weekly scheduling for the department including approving time off requests, shift swaps and new hire schedules. Proactively identifies gaps in phone coverage and implements appropriate actions for adequate coverage. Maintains hours and wages with the established budget for the department
- Experience with contact center tools Quickbase, Salesforce, Siebel, ININ
- Effectiveness of Supplier Value Capture programs and remote resolve rate
- Oversee the contact center committee to implement appropriate monthly activities to enrich the contact center work environment
- Assisted Support operational excellencefor all deliveries and products across EMEA ( capacity readiness, Reward , Lab, tools )
- Continuous Improvement plans to reach the agreed targets and eliminate the waste
- Ensure smooth transformationand deployment of operational changes
6
Responsibilities For Global Head of Contact Center Operations Resume
- Midterm plans to develop sitesfor future capabilities
- Preventive Managementto avoid crisis lead recovery plans when needed
- Manage Contact Center Supervisors to ensuring daily operation of the contact center to include the development, analysis and implementation of staffing, training, sales/performance goals, scheduling, huddle sessions, coaching sessions and reward/recognition programs
- Manages and is responsible for achieving desired business results
- Acts as a senior point of escalation and resolves exceptions on significant and complex issues
- Manages team leads to drive goals for individual, team and contact center results to identify and act on both positive and negative performance trends to ensure attainment of revenue goals and performance targets
- Develop, communicate and implement strategies to operations team
- Responsible for one or more functions across one or more sites
7
Responsibilities For Contact Center Operations Manager, Americas Resume
- Manages supervisors and/or individual contributors
- Manages all human resource related activities for direct and indirect reports and drives employee engagement
- Reviews reports to identify exceptions, monitor quality and ensure compliance
- Knowledge of/or ability to quickly learn banking and lending products, services, policies, procedures, regulatory guidelines, as well as engaging in sales and service processes
- Effectively give critical feedback and coach employee performance
- Proficient at process design and documentation
- Develop objectives for Contact Center’s daily activities
- Develop policy and procedures that align with departmental objectives and goals
- Analyze and manage metrics and report statistical performance levels related to Call Center
8
Responsibilities For Senior Manager, Contact Center Operations Resume
- Set team performance standards and goals to meet objectives and goals
- Ensure compliance with company and departmental guidelines and standards
- Occasional travel to client meetings
- Customer satisfaction: s-NPS, PNS & Complaint rate
- Customer management: Case management & Accessibility, Backlog, SL, CiT
9
Responsibilities For Contact Center Operations Ops Specialist Resume
- Continuous improvements on supplier QMS results
- Consistently search for ways to improve customer service
- Seek diverse ideas and points of view to achieve business success
- Share timely updates and information with relevant parties
- Budget management responsibilities
- Contribution to revenue generation
- Email systems, and Internet
10
Responsibilities For Contact Center Operations Forecaster Resume
- Analytical expertise--need to proactively pull reports and identify problems and track to root cause
- Lead motivate and influence others; negotiates and influences at senior levels
- Motivate employees towards a common goal and develop employee strengths
- Create & execute objective development plans when employee performance is below department standards
- Diffuse situations with a calm and methodical manner
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