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Call Center Operations Manager Resume Example

by
Harriet Clayton
Reviewed by
Kayte Grady
Last Updated
June 12, 2025
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Call Center Operations Manager Resume Example:

Gina Brickell
[email protected]
•
(196) 156-6774
•
linkedin.com/in/gina-brickell
•
@gina.brickell
•
Call Center Operations Manager
Seasoned Call Center Operations Manager with 12+ years of experience optimizing customer service delivery and operational efficiency. Expertise in AI-driven workforce management, omnichannel integration, and data analytics. Transformed underperforming 200-agent center, reducing costs by 30% while improving CSAT scores by 25%. Adept at leading cross-functional teams and driving continuous improvement in dynamic environments.
WORK EXPERIENCE
Call Center Operations Manager
10/2023 – Present
Customer Connect Solutions
  • Spearheaded the implementation of an AI-powered customer sentiment analysis system, resulting in a 35% improvement in first-call resolution rates and a 28% increase in customer satisfaction scores within 6 months.
  • Orchestrated a company-wide transition to a cloud-based omnichannel contact center platform, reducing operational costs by 22% and enhancing agent productivity by 40% through streamlined workflows and integrated analytics.
  • Pioneered a data-driven workforce management strategy, leveraging predictive analytics to optimize staffing levels, resulting in a 15% reduction in overtime costs and a 95% service level adherence across all channels.
Call Center Manager
05/2021 – 09/2023
Global Connect Services
  • Led the development and execution of a comprehensive agent upskilling program, focusing on emerging technologies and soft skills, which improved employee retention by 30% and reduced average handling time by 18%.
  • Implemented a voice biometrics authentication system, reducing average call duration by 45 seconds and improving fraud detection rates by 60%, while ensuring compliance with data protection regulations.
  • Designed and launched a gamified performance management system, increasing agent engagement by 40% and driving a 25% improvement in key performance indicators across the contact center.
Call Center Supervisor
08/2019 – 04/2021
Peak Performance Solutions
  • Revamped the quality assurance process by introducing AI-assisted call monitoring and real-time coaching tools, resulting in a 22% increase in quality scores and a 15% reduction in escalated calls.
  • Collaborated with IT to develop a custom CRM integration, reducing average handling time by 30 seconds per call and improving first contact resolution rates by 18%.
  • Initiated a cross-functional continuous improvement program, identifying and implementing over 50 process enhancements that collectively saved the company $1.2 million annually in operational costs.
SKILLS & COMPETENCIES
  • Workforce Management Optimization
  • Quality Assurance Program Development
  • Customer Experience Journey Mapping
  • Manufacturing Order Management Systems
  • Lean Six Sigma Implementation
  • Predictive Analytics for Call Volume Forecasting
  • Performance Dashboard Development
  • Salesforce Service Cloud
  • Genesys Cloud CX Platform
  • Microsoft Power BI
  • Verint Workforce Management
  • SAP Customer Experience Solutions
  • AI-Powered Conversational Analytics
COURSES / CERTIFICATIONS
Certified Call Center Manager (CCCM)
04/2023
International Customer Management Institute (ICMI)
Certified Contact Center Operations Manager (CCCOM)
04/2022
International Finance Corporation (IFC)
Certified Customer Experience Professional (CCXP)
04/2021
Customer Experience Professionals Association (CXPA)
Education
Bachelor of Science in Business Management
2016 - 2020
San Jose State University
San Jose, CA
Operations Management
Customer Service Management
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What makes this Call Center Operations Manager resume great

Call Center Operations Managers must improve efficiency and customer satisfaction simultaneously. This resume highlights hands-on leadership in AI-powered quality assurance, workforce optimization, and omnichannel integration. Metrics show clear gains in cost savings, retention, and CSAT scores. Results stand out. The concise bullet points make achievements easy to follow and demonstrate consistent growth.

Call Center Operations Manager Resume Template

Contact Information
[Full Name]
[email protected] • (XXX) XXX-XXXX • linkedin.com/in/your-name • City, State
Resume Summary
Call Center Operations Manager with [X] years of experience overseeing [size] contact centers and managing teams of [number] agents. Expert in [CRM software] and [workforce management tools], driving customer satisfaction scores to [percentage] and reducing operational costs by [percentage] at [Previous Company]. Skilled in performance optimization, quality assurance, and multi-channel support strategies, seeking to leverage comprehensive contact center management expertise to enhance operational efficiency and customer experience for [Target Company].
Work Experience
Most Recent Position
Job Title • Start Date • End Date
Company Name
  • Spearheaded implementation of [advanced call routing system], resulting in [X%] improvement in first-call resolution and [Y%] increase in customer satisfaction scores across [number] call centers
  • Developed and executed [specific strategy] to optimize workforce management, reducing overtime costs by [$X] annually while maintaining service level agreements at [Y%]
Previous Position
Job Title • Start Date • End Date
Company Name
  • Implemented [specific quality assurance program], improving call quality scores by [X%] and reducing customer complaints by [Y%] within [Z] months
  • Streamlined onboarding process for new hires, reducing training time by [X%] and improving new agent productivity by [Y%] within first [Z] weeks
Resume Skills
  • Customer Service Excellence & Quality Assurance
  • [Call Center Software, e.g., Five9, Genesys]
  • Workforce Management & Scheduling
  • [CRM System, e.g., Salesforce, HubSpot]
  • Performance Metrics & KPI Analysis
  • Team Leadership & Staff Development
  • [Communication Platform, e.g., Slack, Microsoft Teams]
  • Process Improvement & Operational Efficiency
  • Budget Management & Cost Optimization
  • [Industry-Specific Regulation Knowledge, e.g., GDPR, HIPAA]
  • Conflict Resolution & Problem Solving
  • [Specialized Certification, e.g., COPC, Six Sigma]
    • Certifications
    Official Certification Name
    Certification Provider • Start Date • End Date
    Official Certification Name
    Certification Provider • Start Date • End Date
    Education
    Official Degree Name
    University Name
    City, State • Start Date • End Date
    • Major: [Major Name]
    • Minor: [Minor Name]

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    Resume writing tips for Call Center Operations Managers

    Crafting a resume for a Call Center Operations Manager requires precision and impact. Instead of listing routine tasks, emphasize strategic achievements and future-focused leadership. Showcase how your expertise drives measurable improvements and leverages modern tools to optimize team performance and customer experience.
    • Generic task listing → Highlight measurable improvements → Quantify how you increased call center efficiency or reduced average handle time through targeted initiatives.
    • Overused leadership claims → Demonstrate strategic influence → Describe how you led workforce analytics adoption to enhance scheduling accuracy and boost agent productivity.
    • Vague technology mentions → Specify modern skill application → Detail your role in integrating AI-powered quality assurance systems to improve customer satisfaction scores.
    • Excessive role description → Focus on impact and direction → Present your vision by aligning your achievements with future call center trends like omnichannel coordination and data-driven decision-making.

    Common Responsibilities Listed on Call Center Operations Manager Resumes:

    • Lead cross-functional teams to enhance call center efficiency and customer satisfaction.
    • Implement AI-driven solutions to optimize call routing and reduce wait times.
    • Develop and execute strategic plans to achieve operational and financial goals.
    • Utilize data analytics to monitor performance metrics and drive continuous improvement.
    • Foster a culture of continuous learning and adaptation to emerging technologies.

    Call Center Operations Manager resume headline examples:

    If you've moved fast or worn multiple hats as a call center operations manager, it's easy to over-explain. Don't. Keep your title focused on where you're headed. The majority of Call Center Operations Manager job postings use a specific version of the title. Try this formula: [Specialty] + [Title] + [Impact]. Example: "Strategic Call Center Operations Manager Optimizing Operations Efficiency"

    Strong Headlines

    Results-Driven Call Center Leader: 30% Efficiency Boost, COPC Certified

    Weak Headlines

    Experienced Call Center Operations Manager with Leadership Skills

    Strong Headlines

    Innovative Operations Manager: AI Implementation, 95% Customer Satisfaction

    Weak Headlines

    Dedicated Professional Managing Call Center Teams and Processes

    Strong Headlines

    Strategic Call Center Optimizer: $2M Cost Savings, Omnichannel Expert

    Weak Headlines

    Results-Oriented Manager with Customer Service Background
    🌟 Expert Tip
    "The most common mistake I see in operations resumes is listing responsibilities without results. We already assume you're managing workflows, logistics, automation, or vendor relationships. That's the job. But what actually changed because of you? Cut processing time? Saved the company six figures? That's what moves your resume to the top of the pile." - Lara Perlstein, VP of Operations

    Resume Summaries for Call Center Operations Managers

    Your resume summary should capture how you drive measurable outcomes as a call center operations manager. This section positions you strategically by highlighting your leadership in improving efficiency, reducing costs, and enhancing customer satisfaction metrics. Focus on quantifiable achievements that demonstrate your operational expertise and team management capabilities. Most job descriptions require that a call center operations manager has a certain amount of experience. That means this isn't a detail to bury. You need to make it stand out in your summary. Include specific metrics like team sizes managed, cost savings achieved, and performance improvements delivered. Skip objective statements unless you lack relevant experience. Align your summary directly with the target role's requirements.

    Strong Summaries

    • Results-driven Call Center Operations Manager with 10+ years of experience. Reduced customer wait times by 40% and improved CSAT scores from 78% to 92% through AI-powered routing implementation. Expert in workforce management software and omnichannel customer engagement strategies.

    Weak Summaries

    • Experienced Call Center Operations Manager with a history of improving customer satisfaction and team performance. Skilled in various call center technologies and management techniques. Dedicated to creating a positive work environment and meeting company goals.

    Strong Summaries

    • Innovative Call Center Operations Manager specializing in remote team leadership. Achieved 25% cost reduction while maintaining 98% service level through strategic outsourcing and cloud-based technology adoption. Skilled in predictive analytics and employee engagement initiatives.

    Weak Summaries

    • Hardworking Call Center Operations Manager seeking new opportunities to apply my skills. Knowledgeable about customer service best practices and team leadership. Committed to delivering high-quality results and fostering a collaborative atmosphere.

    Strong Summaries

    • Dynamic Call Center Operations Manager with a track record of transforming underperforming teams. Increased first-call resolution rates by 35% and reduced turnover by 20% through gamification and personalized coaching programs. Proficient in RPA integration and emotional intelligence training.

    Weak Summaries

    • Call Center Operations Manager with expertise in managing large teams and handling complex customer issues. Familiar with industry-standard software and reporting tools. Strong communicator with a focus on efficiency and quality assurance.

    Resume Bullet Examples for Call Center Operations Managers

    Strong Bullets

    • Spearheaded implementation of AI-powered chatbot system, reducing average call handling time by 35% and increasing customer satisfaction scores by 28%

    Weak Bullets

    • Managed daily operations of call center with 50 agents, ensuring smooth functioning of the department

    Strong Bullets

    • Optimized workforce management strategies, resulting in a 22% reduction in overtime costs while maintaining 98% service level adherence

    Weak Bullets

    • Conducted regular team meetings to discuss performance and address issues

    Strong Bullets

    • Led cross-functional team in developing and implementing a comprehensive agent training program, improving first-call resolution rates by 40% within 6 months

    Weak Bullets

    • Implemented new software to improve call center efficiency and productivity

    Bullet Point Assistant

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    The Result

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    🌟 Expert tip
    "One thing operations managers should always include on their resume is a before-and-after. Something like, 'Implemented new workflow that reduced publishing delays by 37%.' That tells me more than a long list of responsibilities ever could." - Lara Perlstein, VP of Operat

    Essential skills for Call Center Operations Managers

    Call Center Operations Managers in 2025 must master workforce analytics, omnichannel coordination, and AI-powered quality assurance alongside traditional team leadership skills. The role demands expertise in real-time performance monitoring, customer experience optimization, and cross-functional collaboration. Recent surveys show 78% of hiring managers prioritize candidates with both operational excellence and digital transformation experience. Your resume should prominently feature metrics demonstrating improved efficiency, reduced call times, and enhanced customer satisfaction scores.

    Hard Skills

    • Call Center Metrics Analysis
    • Workforce Management
    • Quality Assurance and Control
    • Customer Service and Support
    • Call Routing and Queuing
    • Call Center Technology and Software
    • Performance Management and Coaching
    • Call Center Budgeting and Forecasting
    • Call Center Operations Strategy
    • Call Center Process Improvement
    • Call Center Staffing and Scheduling
    • Call Center Training and Development

    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 Operations Managers:

    • Analyzed
    • Implemented
    • Optimized
    • Trained
    • Monitored
    • Streamlined
    • Coordinated
    • Evaluated
    • Facilitated
    • Improved
    • Resolved
    • Supervised
    • Delegated
    • Forecasted
    • Motivated
    • Planned
    • Strategized
    • Mentored

    Tailor Your Call Center Operations Manager Resume to a Job Description:

    Highlight Leadership and Team Management Skills

    Emphasize your experience in leading and managing call center teams by detailing your leadership roles and achievements. Use specific examples to illustrate your ability to improve team performance, enhance employee engagement, and reduce turnover. Quantify your success with metrics like improved customer satisfaction scores or reduced average handling time.

    Showcase Operational Efficiency Improvements

    Focus on your ability to streamline call center operations and improve efficiency. Highlight initiatives you led that resulted in cost savings, process improvements, or enhanced service delivery. Use data to demonstrate the impact of your efforts, such as percentage reductions in call wait times or increases in first-call resolution rates.

    Demonstrate Customer Experience Enhancement

    Align your experience with the company's customer service goals by showcasing your expertise in enhancing customer experience. Provide examples of how you've implemented strategies to improve customer satisfaction and loyalty. Include specific achievements, such as awards or recognition for outstanding customer service, and use metrics to quantify improvements in customer feedback or Net Promoter Scores.

    ChatGPT Resume Prompts for Call Center Operations Managers

    Writing a Call Center Operations Manager resume with ChatGPT is a smart way to handle today’s complex role. With evolving tools, larger teams, and higher expectations, crafting a clear, impactful resume can be tough. AI tools like Teal help turn your real-world achievements into strong, focused content. Let’s get started with some prompts.

    Call Center Operations Manager Prompts for Resume Summaries

    1. Create a summary for me that highlights my experience managing call center operations, improving customer satisfaction, and leading teams using [specific tools or software].
    2. Write a resume summary that emphasizes my skills in workforce management, process optimization, and driving key performance indicators in a fast-paced call center environment.
    3. Generate a concise summary showcasing my ability to implement new technologies, reduce call wait times, and increase agent productivity while maintaining high service standards.

    Call Center Operations Manager Prompts for Resume Bullets

    1. Write achievement-focused bullet points describing how I improved call center efficiency by [percentage] through process redesign and team coaching.
    2. Create measurable resume bullets that detail my success in reducing average handle time by [number] seconds using [specific software or strategy].
    3. Generate bullets highlighting my role in increasing customer satisfaction scores by [percentage] through targeted training programs and quality assurance initiatives.

    Call Center Operations Manager Prompts for Resume Skills

    1. List key skills for my resume that reflect expertise in call center technology, team leadership, and performance analytics.
    2. Create a skills section for me that includes both technical tools like [CRM software] and soft skills such as conflict resolution and communication.
    3. Suggest a structured skills list emphasizing my abilities in workforce management, data-driven decision making, and process improvement.

    Resume FAQs for Call Center Operations Managers:

    How long should I make my Call Center Operations Manager resume?

    A Call Center Operations Manager resume should ideally be one to two pages long. This length allows you to showcase your extensive experience and skills without overwhelming the reader. Focus on relevant achievements and metrics that demonstrate your leadership and operational efficiency. Use bullet points for clarity and prioritize recent and impactful roles to make the most of the space.

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

    A hybrid resume format is best for Call Center Operations Managers, combining chronological and functional elements. This format highlights your career progression and key skills, essential for demonstrating leadership and operational expertise. Include sections like a summary, skills, experience, and education. Use clear headings and consistent formatting to enhance readability, and tailor your content to align with the specific job description.

    What certifications should I include on my Call Center Operations Manager resume?

    Relevant certifications for Call Center Operations Managers include Certified Call Center Manager (CCCM), Certified Customer Experience Professional (CCXP), and Six Sigma Green Belt. These certifications demonstrate your commitment to industry standards and operational excellence. Present certifications in a dedicated section, listing the certification name, issuing organization, and date obtained, to ensure they are easily noticed by hiring managers.

    What are the most common mistakes to avoid on a Call Center Operations Manager resume?

    Common mistakes on Call Center Operations Manager resumes include lack of quantifiable achievements, generic job descriptions, and poor formatting. Avoid these by highlighting specific metrics, such as improved customer satisfaction scores or reduced call handling times. Tailor your job descriptions to reflect the unique aspects of each role. Ensure your resume is well-organized, with consistent fonts and spacing, to maintain a professional appearance.

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