Call Center Director Resume
The modern-day business operation is very much dependent on call centers. These centers offer maximum advantages to the companies with a centralized telephone-based support and service to customers from one single point. Businesses establish call centers anywhere in the world where they can get employees at cheaper rates and get benefits of time zones. Based on the size of the business, a call center can be large or small with over 100 staff members or less than 12 representatives. To control the staff and solve customer issues, businesses hire call center directors.
The call center director manages entire activities happening daily in the call center. He will monitor the inbound and outbound calls, manage staffing and scheduling, inspect installations of latest technologies for efficiency in service, and meet the sales quotas. Usually, the environment of call centers is fast-paced, noisy and stressful. If you have excellent managerial and multitasking skills and can handle the stress, you can easily work at this position.
Resume Sample
Milton J. Higginbotham
3093 Edgewood Road
Memphis, TN 38115
Phone: 901-270-8289
Email: miltonjh@anymail.com
Job Objective:
A call center director position to use my organizational and multitasking skills in managing day-to-day activities of a call center.
Summary of Skills:
- Experienced in leading internal center communications and defining project objectives
- Highly talented in promoting a work culture free of gender, race, age and caste discrimination
- Flair to work in fast-paced and constantly-evolving environment
- Excellent leadership and coaching ability
- Team and customer focused attitude
- Outstanding customer service and communication skills
- Possess great attention to detail with multitasking ability
- Familiar with the workforce management database software used by call centers
- Skilled in offering productive and impersonal criticism
Work Experience:
Call Center Director
MoonTek, Memphis, TN
2012 - present
- Offer direction and assistance to staff members in accomplishing daily operations of the center
- Monitor all inbound and outbound calls
- Plan and define the center and project goals
- Hire and schedule training programs for new staff members
- Deploy call center managers in dealing with unsatisfied customers
- Ensure the entire databases of the call center is safe and secure
- Promote stress-free work culture free of any discrimination
- Ensure teams are equipped with necessary resources and training to achieve sales goals
- Coordinate with the IT department and submit requisition for required software and hardware
Senior Operations Manager
MCI Incorporated, Memphis, TN
2009 - 2012
- Collected, analyzed and presented relevant program data
- Handled daily operations of the center
- Improved projects performance and quality by appropriate staffing and scheduling
- Served as a middleman between customers and the organization
- Directed and managed a staff of 70 call center associates
- Established policies and business procedures
- Identified and recommended training and promotion by evaluating employee performance
- Maintained constant contacts with the logistical and sales department to fulfill customer promises
Education:
Bachelor's Degree in Business Management
Memphis University, Memphis, TN
2008
References:
Available upon request.
