Call Center Team Leader Resume

Call center team leaders must have good leadership and communication skills. They are responsible for setting targets for agents, providing resources and assistance in reaching targets, handling escalations, motivating the team, drafting presentations, giving fast, efficient, and reliable customer service, and liaising between the management and the assigned team. These duties will be the same regardless of the type of call center one is working in.

Given the duties a call center team leader handles, the resume for this position must feature communication, leadership, and motivational skills. If the call center is into providing information technology service, you must include related technical skills as well. Even if the setting is not related to IT, it is necessary to show computer skills as call centers function with the help of computers and telecommunication system.

Call Center Team Leader Resume Example

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Grahm Kreg
7389, West 54 Street,
Boston, MH 2871,
Contact: 352-390 5849
Email: kreg@hotmail.com

Career Objective:

To work as a team leader for an insurance service call center and streamline all the processes for settling claims, handle escalations, enforce company's goals, and handle a team of agents.

Summary of Skills:

• Knowledge of the insurance claim settlement procedures
• Ability to conduct investigations and determine authenticity of filed claims
• Fluency in speaking English and flair in writing
• Excellent customer service and team management skills
• Proficiency in handling computer and telecommunication systems
• Knack in handling escalation and conducting training for agents
• Ability to set goals and influence agents in achieving them
• Ability to review and modify processes for the benefits of clients and management

Team Leader
Silicon Inc., Boston, MH
March 2012 - Present

• Review operating procedures and suggest effective changes
• Install reliable call tracking system and monitor calls of agents
• Collaborate with the HR department in hiring agents and conduct training
• Handle escalations and ensure customers do not bears any ill-feelings about the company
• Handles the workload by performing the agent duties
• Review the insurance claims and conduct inspection to determine authenticity
• Call customers and request them to provide details necessary for claim settlement
• Draft presentations and marketing articles for new insurance polices
• Handle queries, inquires, and complaints of customers personally

Team Leader
Network Solutions Inc., Boston, MH
May 2010 - February 2012

• Coached, trained, motivated, and mentored a team of 40-50 agents
• Resolved escalated issues in an efficient and timely manner
• Addressed all email and voicemail inquires with priorities
• Provided support and training to agents for honing skills
• Prepared shifts of agents and maintain payroll records
• Reviewed performance of agents and recommended promotion
• Reported daily progress on customer issues to the management
• Achieved monthly sales target throughout the job tenure

Education:

• Bachelor's Degree in Business Administration
  ABC University, Boston, MH
  2009

Reference:

On request.