Call Center Manager Resume
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Charles Bloomberg
Phoenix, USA
charlesbloomberg@gmail.com
(621) 799-5548
in/cbloomberg
PROFESSIONAL SUMMARY
Seasoned Call Center Manager with over 10 years of experience leading high-performing teams to achieve exceptional customer satisfaction and operational efficiency. Proven track record in implementing data-driven strategies to enhance call center metrics and drive revenue growth.
PROFESSIONAL Experience
Call Center Manager | Company A
January 2016 — Present, Phoenix, USA
• Increased customer satisfaction scores by 15% through the implementation of advanced call routing and CRM software, handling an average of 500,000 calls per month.
• Managed and trained a team of 150 customer service representatives, resulting in a 25% reduction in average handle time (AHT) over a 12-month period.
• Developed and executed a comprehensive training program that boosted first call resolution (FCR) by 20%, improving overall customer experience.
• Implemented workforce management strategies that optimized staffing levels, reducing operational costs by 10% annually.
• Utilized data analytics to track key performance indicators (KPIs), driving a 30% increase in sales conversions from inbound calls.
• Managed and trained a team of 150 customer service representatives, resulting in a 25% reduction in average handle time (AHT) over a 12-month period.
• Developed and executed a comprehensive training program that boosted first call resolution (FCR) by 20%, improving overall customer experience.
• Implemented workforce management strategies that optimized staffing levels, reducing operational costs by 10% annually.
• Utilized data analytics to track key performance indicators (KPIs), driving a 30% increase in sales conversions from inbound calls.
Assistant Call Center Manager | Company B
April 2012 — December 2015, Charlotte, USA
• Oversaw daily operations for a team of 100 representatives, achieving a 98% adherence to service level agreements (SLAs).
• Improved employee retention by 15% through the development and implementation of a recognition and reward program.
• Streamlined call center processes, reducing average wait time by 20% and increasing call center efficiency.
• Spearheaded the deployment of a new call monitoring and coaching system, enhancing call quality and compliance by 25%.
• Improved employee retention by 15% through the development and implementation of a recognition and reward program.
• Streamlined call center processes, reducing average wait time by 20% and increasing call center efficiency.
• Spearheaded the deployment of a new call monitoring and coaching system, enhancing call quality and compliance by 25%.
Team Leader | Company C
June 2008 — March 2012, St. Louis, USA
• Led a team of 25 customer service agents, achieving a 95% customer satisfaction rate consistently over four years.
• Conducted regular performance evaluations and provided actionable feedback, leading to a 30% improvement in team performance metrics.
• Developed shift scheduling processes that increased operational efficiency and minimized downtime.
• Conducted regular performance evaluations and provided actionable feedback, leading to a 30% improvement in team performance metrics.
• Developed shift scheduling processes that increased operational efficiency and minimized downtime.
Call Center Supervisor | Company D
May 2005 — June 2008, Little Rock, USA
• Supervised daily operations for a call center handling over 10,000 calls per month, ensuring adherence to quality standards.
• Implemented a new ticketing system that reduced resolution time by 40%, enhancing customer satisfaction.
• Trained and mentored new hires, reducing onboarding time by 20% and improving overall team performance.
• Implemented a new ticketing system that reduced resolution time by 40%, enhancing customer satisfaction.
• Trained and mentored new hires, reducing onboarding time by 20% and improving overall team performance.
Education
Bachelor of Business Administration | University of Phoenix
May 2005
Expert-Level Skills
Customer Relationship Management (CRM), Workforce Management, Data Analytics, Performance Metrics, Training & Development, Service Level Agreements (SLA), Call Routing, Customer Satisfaction, Team Leadership, Operational Efficiency, Conflict Resolution, Employee Retention, Coaching and Mentoring, Process Improvement, Strong Communication Skills