Call Center Manager Resume Example

Common Responsibilities Listed on Call Center Manager Resumes:

  • Develop and implement strategies to improve customer service quality and call center performance
  • Monitor call center performance and customer service metrics
  • Analyze customer feedback and develop strategies to address customer needs
  • Develop and implement policies and procedures to ensure customer service standards are met
  • Manage and motivate call center staff to ensure performance targets are met
  • Train and coach call center staff on customer service techniques
  • Monitor and evaluate staff performance and provide feedback
  • Develop and manage call center budgets
  • Ensure compliance with applicable laws and regulations
  • Identify and implement new technologies to improve call center performance
  • Develop and maintain relationships with key stakeholders
  • Analyze customer data to identify trends and opportunities for improvement


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Call Center Manager Resume Example:

A strong Call Center Manager resume should emphasize achievements in improving customer satisfaction, call center efficiency, and employee satisfaction. Highlight your experience in implementing new technologies, performance tracking systems, and training programs that have led to significant improvements in key performance indicators. Additionally, showcase your ability to manage large teams and budgets while meeting or exceeding performance targets.
Matthew Swanson
(223) 344-5566
Call Center Manager
Highly skilled Call Center Manager with 4 years of experience leading teams of up to 75 agents. Proven track record in implementing new technologies, training programs, and performance tracking systems resulting in significant increases in customer satisfaction scores and call center efficiency. Exceptional skills in team management, process optimization, and fostering a collaborative work environment to achieve departmental and company-wide objectives.
Call Center Manager
03/2022 – Present
Customer Connect Solutions
  • Implemented a new call center performance tracking system, resulting in a 25% increase in customer satisfaction scores and a 20% decrease in average call handling time.
  • Developed and implemented a customer service training program for call center staff, resulting in a 15% increase in first call resolution and a 10% increase in customer retention rates.
  • Managed a team of 50 call center agents, achieving a 95% employee satisfaction rate and meeting or exceeding all performance targets for the department.
Call Center Operations Manager
03/2020 – 03/2022
JustAct Group
  • Developed and implemented a new customer feedback system, resulting in a 30% increase in response rates and a 15% increase in overall customer satisfaction scores.
  • Managed a call center budget of $2M, achieving a 10% cost savings through process improvements and vendor negotiations.
  • Implemented new call center technologies, including chatbots and IVR systems, resulting in a 20% increase in call center efficiency and a 5% increase in customer satisfaction scores.
Call Center Supervisor
03/2019 – 03/2020
Answer: ConnectPro Solutions
  • Developed and implemented a new call center quality assurance program, resulting in a 20% increase in call center performance metrics and a 10% increase in customer satisfaction scores.
  • Managed a team of 75 call center agents, achieving a 90% employee satisfaction rate and meeting or exceeding all performance targets for the department.
  • Developed and implemented a new call center scheduling system, resulting in a 15% increase in call center efficiency and a 5% increase in customer satisfaction scores.
  • Call center performance tracking
  • Customer service training
  • Team management
  • Customer feedback analysis
  • Budget management
  • Call center technology implementation
  • Quality assurance
  • Call center scheduling
  • Process improvement
  • Vendor negotiation
  • Performance metric analysis
  • Employee satisfaction management
  • First call resolution
  • Customer retention strategies
  • IVR systems
  • Chatbot implementation
Certified Call Center Manager (CCCM)
International Customer Management Institute (ICMI)
Call Center Management Certification
International Customer Management Institute (ICMI)
Call Center Six Sigma Certification
International Customer Management Institute (ICMI)
Bachelor of Science in Business Management
2016 - 2020
San Diego State University
San Diego, CA
Operations Management
Customer Service Management

Top Skills & Keywords for Call Center Manager Resumes:

Hard Skills

  • Call Center Operations Management
  • Performance Metrics and KPIs
  • Workforce Management and Scheduling
  • Customer Service and Support
  • Quality Assurance and Control
  • Training and Development
  • Budgeting and Cost Management
  • Call Routing and Queuing
  • CRM Software and Systems
  • Call Scripting and Sales Techniques
  • Reporting and Analytics
  • Vendor Management and Contract Negotiation

Soft Skills

  • Leadership and Team Management
  • Communication and Presentation Skills
  • Collaboration and Cross-Functional Coordination
  • Problem Solving and Critical Thinking
  • Adaptability and Flexibility
  • Time Management and Prioritization
  • Empathy and Customer-Centric Mindset
  • Decision Making and Strategic Planning
  • Conflict Resolution and Negotiation
  • Active Listening and Feedback Incorporation
  • Emotional Intelligence and Relationship Building
  • Coaching and Mentoring

Resume Action Verbs for Call Center Managers:

  • Supervised
  • Analyzed
  • Trained
  • Improved
  • Resolved
  • Implemented
  • Streamlined
  • Coordinated
  • Monitored
  • Motivated
  • Optimized
  • Facilitated
  • Delegated
  • Innovated
  • Collaborated
  • Evaluated
  • Communicated
  • Strategized

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Resume FAQs for Call Center Managers:

How long should I make my Call Center Manager resume?

The ideal length for a Call Center Manager resume typically depends on the individual's experience and career stage. However, there are some general guidelines you can follow to ensure your resume is concise and effectively communicates your skills and accomplishments. One to two pages: As a general rule, your resume should be no more than one to two pages long. For entry-level or early-career Call Center Managers, one page is usually sufficient. Experienced Call Center Managers with extensive accomplishments and a longer work history may require two pages, but it's essential to ensure that every piece of information is relevant and valuable. Prioritize content: When determining what to include on your resume, prioritize the most relevant and recent experience, skills, and achievements. Focus on the accomplishments that demonstrate your expertise in call center management and your ability to drive results. Be selective and avoid including outdated or irrelevant information. Use concise language: To maximize space on your resume, use concise language and bullet points to describe your experience and achievements. Avoid long paragraphs or unnecessary details, and be sure to quantify your accomplishments whenever possible (e.g., reduced call wait times by 30%). Tailor your resume: Customize your resume for each job application, focusing on the skills and experiences most relevant to the specific Call Center Manager role you're applying for. This will help you present a targeted and impactful resume, while also ensuring you stay within the one to two-page limit.

What is the best way to format a Call Center Manager resume?

The best way to format a Call Center Manager resume is to create a clear, concise, and visually appealing document that effectively showcases your skills, experience, and achievements. Here are some tips and recommendations for formatting a Call Center Manager resume: Consistent formatting: Ensure consistency in formatting throughout your resume, including font size, typeface, and spacing. Using a consistent format helps make your resume easy to read and navigate, making it more likely that hiring managers will review your entire document. Clear section headings: Clearly label each section of your resume (e.g., "Summary," "Experience," "Skills," "Education") with bold or underlined headings. This helps guide the reader's eye and makes it easier for them to find the information they're looking for. Use bullet points: Use bullet points to present your experience and achievements in a concise and easy-to-read format. This helps break up large blocks of text and enables hiring managers to quickly scan your resume for relevant information. Highlight your achievements: Make sure to highlight your achievements and quantify them with specific metrics. This will help demonstrate your impact and value as a Call Center Manager. Include relevant skills: Include relevant skills such as customer service, team management, and problem-solving. This will help demonstrate your ability to effectively manage a call center team and provide excellent customer service. Reverse chronological order: Present your work experience in reverse chronological order, starting with your most recent position and working backward. This format is preferred by most hiring managers, as it allows them to easily review your career progression and most recent accomplishments. Overall, the key to formatting a successful Call Center Manager resume is to make it easy to read, highlight your achievements, and showcase your relevant skills and experience.

Which keywords are important to highlight in a Call Center Manager resume?

As a Call Center Manager, it's essential to showcase your skills and experience effectively in your resume to grab the attention of potential employers. To do this, you should include relevant keywords and action verbs that highlight your expertise in managing call center operations. Here are some suggestions to consider incorporating into your resume: 1. Customer Service: Emphasize your commitment to providing excellent customer service, as this is the core function of a call center. 2. Performance Metrics: Highlight your experience in tracking and analyzing key performance indicators (KPIs) such as average handle time, first call resolution, and customer satisfaction scores. 3. Workforce Management: Showcase your ability to manage staffing levels, create schedules, and forecast call volume to ensure optimal efficiency and service levels. 4. Training and Development: Demonstrate your experience in training, coaching, and developing call center agents to improve their skills and performance. 5.

How should I write my resume if I have no experience as a Call Center Manager?

Writing a resume with little to no experience as a Call Center Manager can be challenging, but it's not impossible. By focusing on your transferable skills, relevant projects, and demonstrating your passion for customer service, you can create a resume that stands out to hiring managers and recruiters. Here are some tips to help you craft an effective resume: Emphasize transferable skills: Even if you don't have direct call center management experience, you likely have transferable skills that are valuable in the field. These can include customer service, communication, problem-solving, time management, and team leadership. Make sure to highlight these skills throughout your resume. Showcase relevant projects: If you've worked on any projects, either in school or as part of your previous roles, that are related to call center management, make sure to include them on your resume. This can include process improvement initiatives, customer satisfaction surveys, or team training programs. Explain your role in these projects and the impact your contributions had on the final outcome. Highlight education and certifications: If you have a degree in a relevant field, such as business or communication, be sure to mention it. Additionally, include any call center management certifications or courses you've completed, such as the Call Center Management Certification (CCMC) or Customer Service courses from platforms like Coursera or Udemy. Demonstrate your passion for customer service: Call center management is all about providing excellent customer service. Make sure to highlight any experiences you've had where you've gone above and beyond to help a customer, whether it's in a previous job or in your personal life. This will demonstrate your commitment to providing exceptional service and will set you apart from other candidates. By following these tips, you can create a resume that showcases your skills, experiences, and passion for call center management, even if you have little to no direct experience in the field.

Compare Your Call Center Manager Resume to a Job Description:

See how your Call Center Manager resume compares to the job description of the role you're applying for.

Our new Resume to Job Description Comparison tool will analyze and score your resume based on how well it aligns with the position. Here's how you can use the comparison tool to improve your Call Center Manager resume, and increase your chances of landing the interview:

  • Identify opportunities to further tailor your resume to the Call Center Manager job
  • Improve your keyword usage to align your experience and skills with the position
  • Uncover and address potential gaps in your resume that may be important to the hiring manager

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