A free Call Center Manager resume that covers objective and other tips which will guarantee you success in getting selected for your dream job. The professional sample Call Center Manager Resume template will help you in designing a perfect Resume.

Call Center Manager Job Description

• Serves as contact between call center and the client.
• Oversees daily operations.
• Takes responsibility for coaching and management of administrative staff.
• Manage a team of staff at a call centre and set targets to ensure maximum productivity
• Deal with customer complaints referred by front-line staff
• Periodically review the effectiveness of the service and make recommendations for improvements to senior managers
• Deliver training to staff on an ongoing basis
• Cover for absent staff
• Produce reports for senior management.

Sample Call Center Manager Resume Template

Contact information

In this section you have to include your Name, current home address, Mobile telephone number, Landline telephone number and your personal email address which is currently used.

• Full name
• Present and permanent addresses
• Telephone numbers
• Email address

Professional or career objective

Your objective is the one that clearly underlines your aims and aspirations in that profession. For example a Call Center Manager will have to write an objective which is concise and precisely speaks about his role that he wants to play in the Organization.

Sample Objective for Call Center Manager Resume

To obtain a senior-level leadership role within a progressive company. Ideal employment scenario will be results-oriented, with a focus on fiscal responsibility.

Experience:

If you have Work experience under your belt than this is the section that you are going to be questioned on the most and hence it is imperative that you list all the details under this section effectively. You need to put the names of the Organization, the tenure of your working and the post or the designation at which you were working. This can be followed by effective bulleted points that talk about the responsibilities and the major projects that you may have worked on during your stay at the previous company. The work experience of an experienced Call Center Manager applying for a Job would look like

Technical Support Manager and Vendor Management

Motorola Corporation, Schaumburg, Illinois, 2006 – 2007

• Responsible for starting up a new department tasked with providing Level 4 technical engineering support to Motorola customers.
• Created and implemented policies and procedures designed to provide best-in-class engineering customer support.
• Collaborated with Microsoft management on all problems associated with Windows Mobile 5.0 software.

Motorola IT Management and Vendor Management

Computer Sciences Corporation, Schaumburg, Illinois, 2003 – 2005

• Managed three departments and over fifty employees, including executive support staff, supporting network and computer desktop equipment for Motorola.
• Redesigned desktop computer redeployment process achieving a 25% reduction in installation time.
• Transformed desktop computer break/fix workflow resulting in a significant decrease in SLA misses.
• Directed several major IT and telecommunications vendors that operate Motorola´s mission-critical desktop, telecommunications and network infrastructure throughout North America.
• Designed, implemented, and managed a variety of projects related to reducing costs and resources, while maintaining optimal productivity.
• Worked with Motorola Senior Management to insure service deliveries and quality expectations are met and exceeded.

Multi-Department IT Management and Vendor Management

Motorola Corporation, Schaumburg, Illinois, 1997 – 2003

• Achieved over 1.5 million dollars in cost savings in one year by developing effective unique audit procedures, leveraging and renegotiating vendor contracts, and obtaining lower prices for new systems and existing services.
• As Project Manager, successfully implemented the Cisco IP Call Manager solution at the Motorola Deer Park facility.
• Managed multiple departments responsible for telecommunications, teleworker solutions, large projects, installations of PBX switches (Nortel, Lucent, etc.) and VoIP solutions.
• Authored postmortems after serious incidents (i.e., the SQL Slammer Virus), and made high-level recommendations as to how to prevent such similar occurrences in the future.
• RFI, RFP, RFQ, SLA, and MOU generation, evaluation, and response formulation.
• Successfully implemented Enhanced 911 (E911) throughout Northern Illinois.
• Directed the implementation of Centrex (DMS/SL 100) Voice over Internet Protocol (VoIP) within Motorola.
• Recruit, hire, and evaluate technical and non-technical staff of 50 employees.
• Managed mission critical projects and initiatives, including Y2K software load upgrades, call monitoring, and call recording implementations.
• Managed a Mitel 2000 (PBX) phone system, including security, call flow configuration, ACD, voice mail, call detail reporting, and call trend analysis.

Technical Coordinator

Motorola Corporation, Schaumburg, Illinois, 1995 – 1997

• Directed and led engineering teams in resolving intricate problems encountered in cellular networks.
• Trained and provided direction to employees on cellular products, policies, and procedures.
• Responsible for technical escalation and third level product support, twenty-four hours a day, seven days a week.
• Wrote technical documentation, procedures, and postmortems for Motorola customers.
• Quality systems Review and ISO 9000 champion for the department.
• Provided timely resolution of all EMX 2500 and EMX 5000 problems.

Cellular Support Engineer

Motorola Corporation, Schaumburg, Illinois, 1990 – 1995

• Resolved complex cellular call processing issues involving Motorola cell sites and switches.
• Sole international support engineer for customers in Japan, Israel, and Hong Kong.
• Identified solutions for serious problems and authored Customer Service Bulletins.
• Trained employees on Motorola cellular products.
• Awarded employee of the year for outstanding contributions.

Engineering Technician

Teradyne Incorporated, Deerfield, Illinois, 1984 – 1990

• Systems test engineer for all telecommunications products manufactured by Teradyne.
• Wrote software, tested, designed, and built test fixtures for telephone test equipment.
• Programmed and tested software for telephone test equipment.
• Performed quality audits on products ready for shipment.

Education

The Educational qualifications or details need to present in a well tabulated manner the degrees or the courses that an individual would have undertaken. The latest degree or course comes first followed by the last completed course. For example a Call Center Manager who has completed his graduation is applying for a Job then his details would be like

Master of Science in Business Administration

Olivet Nazarene University, Kankakee, Illinois

Bachelor of Science in Business Administration

Elmhurst College, Elmhurst, Illinois

Associate of Applied Science, Electronics Technology

Oakton Community College, Des Plaines, Illinois

References:

The References are generally required so that your present employer can gauge you through the eyes of the people who you were associated with or have worked for. So your teachers or college professors’ details could be placed here. Or your past employer who you would have worked under can also be used as a reference. Ensure that the people whose names you enter know you well and do inform them that you are placing their names as reference because many companies call to confirm. For example the references section of a Call Center Manager could also look like,

Mr.Abc Def

Senior Manager

Jk Corp.

abc@iiijjkk.coom

Salary Range of a Call Center Manager

• The average salary received is approximately Rs. 35000 per month. This works out to an annual pay package of 4.2 Lakhs per annum CTC.
• The salary from an American perspective works out to be $5085 per Month.

Note: This salary may be variable and it may change from organization to organization.

Frequently asked Call Center Manager Interview Questions

• What do you consider to be the important of teamwork?
• What does a call center mean to you?
• Are you proficient with different kinds of software? What kind of computer experience do you have?
• What do you mean by customer satisfaction?
• Tell us about you previous experience working for a call center. Describe how you helped the customers.

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