Call Center Operations Manager Resume Example

Common Responsibilities Listed on Call Center Operations Manager Resumes:

  • Develop and implement call center strategies and operations; ensure that call center objectives are met
  • Monitor call center performance and analyze data to identify areas of improvement
  • Develop and implement customer service policies and procedures
  • Manage and motivate call center staff to ensure high levels of performance
  • Monitor customer service trends and recommend changes to improve customer service
  • Develop and implement quality assurance measures to ensure customer satisfaction
  • Monitor and analyze customer feedback to identify areas of improvement
  • Develop and implement training programs for call center staff
  • Develop and maintain relationships with key stakeholders
  • Develop and manage budgets for call center operations
  • Monitor and analyze call center metrics to identify areas of improvement


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Call Center Operations Manager Resume Example:

A strong Call Center Operations Manager resume should emphasize achievements in implementing quality assurance programs, training initiatives, and call routing systems that lead to increased customer satisfaction and reduced call handling times. Showcasing experience in managing budgets, improving processes, and collaborating with IT and marketing teams to enhance call center efficiency and customer retention is also crucial. Lastly, highlighting your ability to manage and lead a team of call center staff through coaching and performance management will demonstrate your leadership skills and commitment to productivity.
Gina Brickell
(196) 156-6774
Call Center Operations Manager
Experienced Call Center Operations Manager with 4 years of proven success in implementing quality assurance programs, training staff, and collaborating with stakeholders to improve call routing systems. Achieved significant increases in customer satisfaction scores, first call resolution rates, and call volume capacity while reducing call handling time, customer complaints, and wait times. Skilled in managing budgets, implementing performance management systems, and driving employee engagement to achieve business objectives.
Call Center Operations Manager
03/2022 – Present
Customer Connect Solutions
  • Implemented a new quality assurance program that resulted in a 20% increase in customer satisfaction scores and a 15% decrease in call handling time.
  • Developed and implemented a training program for call center staff that resulted in a 25% increase in first call resolution rates and a 10% decrease in customer complaints.
  • Collaborated with key stakeholders to develop and implement a new call routing system, resulting in a 30% increase in call volume capacity and a 20% decrease in wait times.
Call Center Manager
03/2020 – 03/2022
Global Connect Services
  • Managed a budget of $3M for call center operations, achieving a 10% cost reduction through process improvements and vendor negotiations.
  • Developed and implemented a new performance management system for call center staff, resulting in a 15% increase in employee engagement and a 10% decrease in turnover.
  • Collaborated with IT to implement new call center technology, resulting in a 25% increase in call center efficiency and a 20% decrease in system downtime.
Call Center Supervisor
03/2019 – 03/2020
Peak Performance Solutions
  • Developed and implemented a new customer service policy that resulted in a 15% increase in customer satisfaction scores and a 10% decrease in customer complaints.
  • Managed a team of 50 call center staff, achieving a 20% increase in productivity through coaching and performance management.
  • Collaborated with marketing to develop and implement a new customer feedback program, resulting in a 25% increase in customer feedback response rates and a 15% increase in customer retention.
  • Quality assurance management
  • Training program development and implementation
  • Call routing system design and implementation
  • Budget management and cost reduction
  • Performance management system development
  • Call center technology implementation
  • Customer service policy development
  • Team management and coaching
  • Customer feedback program development
  • Stakeholder collaboration
  • Vendor negotiation
  • Employee engagement strategies
  • Process improvement
  • Customer retention strategies
  • Call center efficiency optimization
Certified Call Center Manager (CCCM)
International Customer Management Institute (ICMI)
Certified Contact Center Operations Manager (CCCOM)
International Finance Corporation (IFC)
Certified Customer Experience Professional (CCXP)
Customer Experience Professionals Association (CXPA)
Bachelor of Science in Business Management
2016 - 2020
San Jose State University
San Jose, CA
Operations Management
Customer Service Management

Top Skills & Keywords for Call Center Operations Manager Resumes:

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

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Resume FAQs for Call Center Operations Managers:

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

The ideal length for a Call Center Operations Manager resume should be no more than two pages. However, it's important to prioritize the most relevant and recent experience, skills, and achievements. Focus on the accomplishments that demonstrate your expertise in call center operations and your ability to drive results. Be selective and avoid including outdated or irrelevant information. Use concise language and bullet points to describe your experience and achievements. Quantify your accomplishments whenever possible (e.g., reduced call wait times by 30%). Customize your resume for each job application, focusing on the skills and experiences most relevant to the specific Call Center Operations Manager role you're applying for. This will help you present a targeted and impactful resume, while also ensuring you stay within the two-page limit.

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

The best way to format a Call Center Operations 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 Operations 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 relevant experience: Focus on highlighting your experience in managing call center operations, including your ability to lead teams, improve processes, and achieve performance metrics. Use specific examples and metrics to demonstrate your achievements. Include relevant skills: Include relevant skills such as customer service, problem-solving, and communication skills. These are essential skills for a Call Center Operations Manager and should be highlighted in your resume. 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 Operations Manager resume is to focus on highlighting your relevant experience and skills in a clear and concise manner. Use specific examples and metrics to demonstrate your achievements and make it easy for hiring managers to quickly identify your qualifications.

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

As a Call Center Operations Manager, it's essential to highlight your skills and experience effectively in your resume to stand out to potential employers. To do this, consider incorporating the following keywords and action verbs: 1. Operations Management: This keyword emphasizes your expertise in overseeing the daily operations of a call center, ensuring smooth functioning and meeting performance targets. 2. Performance Metrics: Highlight your ability to track and analyze key performance indicators (KPIs) such as average handle time, first call resolution, and customer satisfaction scores. 3. Workforce Management: Showcase your experience in managing staffing levels, scheduling, and forecasting call volumes to ensure optimal efficiency and service levels. 4. Quality Assurance: Mention your skills in implementing and monitoring quality assurance processes, ensuring that agents adhere to company policies and deliver exceptional customer service. 5. Process Improvement: Use this keyword to demonstrate your ability to identify areas for improvement and implement changes

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

Writing a resume with little to no experience as a Call Center Operations Manager can be a challenge, but it's not impossible. By focusing on your transferable skills, relevant projects, and demonstrating your passion for call center operations, 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 operations management experience, you likely have transferable skills that are valuable in the field. These can include project management, data analysis, customer empathy, communication, collaboration, and problem-solving. 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 operations, make sure to include them on your resume. This can include customer service initiatives, process improvement projects, or team management. 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 communications, be sure to mention it. Additionally, include any call center operations certifications or courses you've completed, such as the Call Center Management Certification or courses from platforms like Coursera or Udemy. Demonstrate your passion for call center operations: In your resume, make sure to convey your enthusiasm for call center operations. This can be done by highlighting any volunteer work or extracurricular activities related to customer service or operations management. Additionally, include any relevant hobbies or interests that demonstrate your passion for the field. Overall, while writing a resume with little to no experience as a Call Center Operations Manager can be challenging, by focusing on your transferable skills, relevant projects, and passion for the field, you can create a compelling resume that showcases your potential as a valuable addition to any call center team.

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

See how your Call Center Operations 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 Operations Manager resume, and increase your chances of landing the interview:

  • Identify opportunities to further tailor your resume to the Call Center Operations 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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