Call center managers have one tough job. Call centers have a remarkably high turnover when it comes to customer service agents. Let’s face it, it is not an easy job to deal with other people’s complaints and problems every day.
People yell, use inflammatory language, or instantly demand to speak to the manager. It can be very difficult to keep a positive attitude some days.
As the manager, your job is to maintain the spirits of your reps, be professional and caring to both staff and customers, and make it a place people want to work.
It requires someone who can work under pressure, think fast, problem solve, and manage staff (usually a large one). At the end of the article take a look at our complete call center manager resume example.
Resume objective for a call center managers
When writing an objective for a call center management position It is important to highlight your people skills or soft skills.
Depending on the company you are applying for you may also want to mention sales experience and skills.
There are a variety of call centers you could work for including medical or dental insurance, retail companies, internet, and cable providers, travel, and other service industries.
Sample Objective
Patient, calm, and professional call center manager looking for a position to utilize their skills and expertise. Experience resolving customer concerns and providing effective support to the call staff.
Resume skills for a call center managers
A good call center manager knows the company in depth. They know company policies, branding, legal requirements and are there to serve their employees and their customers.
Call center managers are detailed oriented, well organized, and strong communicators. They should maintain an open-door policy with their agents and have a survey or questionnaire system for customers to evaluate the call centers resolution of their issue.
A successful call center manager will possess the ability to effectively train their staff for day to day calls as well as those due to an emergency or if their company is in the spotlight due to a media event (good and bad).
Sample Skills
Ability to foster a positive work environment | Track and Monitor KPIs | Staff training and onboarding | Creative incentive programs for employees | Excellent leadership skills | Patient and calm
Call center manager work experience
Call center managers are likely to have a varied experience since the playing field is so wide. While in theory the management of a call center should be fairly similar from business to business, the customer base, products, and sales techniques may vary greatly.
If you want to make a big switch, say from medical services to tech devices, it will be important to highlight the skills that you learned in you first field that apply to your new field.
Think of it as moving from a position as a waitress at a fine dining establishment to moving into sales at a kid’s clothing store. Both will require customer service, people skills, dealing with potentially demanding customers, and handling complaints and concerns.
Use your work experience you highlight your best qualities, particularly where they pertain to the position you are seeking.
Sample Work Experience
Houston Methodist Hospital (cardiology)
Call Center Manager, 2015-2020
Provided proactive leadership in a fast-paced, high-visibility call center. Created strong relationships both internally with other management teams and externally with outside communities. Provided excellent patient/customer relations by remaining positive and upholding standards of practice.
- Mentored and onboarded staff
- Maintained staffing levels, productivity, and employee schedules
- Assisted in the development of the department budget
- Ability to work well under pressure
- Demonstrated critical thinking skills
United Health Group
Call Center Support Manager, 2011-2015
As the call center support manager, I lead team meetings on perfecting practices and to receive information from team members on any difficult types of calls or situations they’ve faced. I worked in conjunction with other management teams in identifying trends and establishing call center goals.
- Onboard and train staff
- Preparing reports & analyzing data
- Supported practitioners with tech support related to patient management tools
- Developed and maintained Standard Operating Procedures
Texas Children’s Hospital
Call Center Representative, 2006-2011
As a call center representative for the Texas Children’s Hospital, I scheduled patient appointments, answered calls concerning insurance and procedural questions, and made notes of special needs or requests prior to surgery.
- Knowledge of appointment scheduling software
- Worked directly with patients and families to calm nerves
- Answered questions in a professional manner
- Handled complaints in a respectful tone and with patience
Call center manager education
While children don’t usually dream of growing up to be a call center manager, they may dream of helping people, working in business, or living in a big city. These are all possible when you work as a call center manager.
If you know you want to work in customer service, human resources, or a similar field then it is recommended you study fields such as communications, business, marketing, finance, etc.
A call center manager may also be a career you work your way up the ladder too. I worked in a call center for one year while I finished my last few college classes, so I was hired without even having graduated yet.
Most employers are going to want to see a college degree or some type of formal education but it is possible to find entry-level jobs with no experience or degree required.
Sample Education
Illinois State University
Bachelors, Marketing, 2004-2008
- Minor, Business Administration
Courses
In this section, you will want to highlight courses specific to the job posting you are looking at. For example, if you are looking to be a call center manager at a retail operation you would want to mention any sales and marketing classes you have.
If on the other hand, you are applying to a tech firm you would want to mention classes in computers, productivity tools, statistics, or IT.
Many business and marketing degrees offer required courses or electives geared towards tech careers.
Sample Courses
- Statistical Reasoning
- Applied Data Mining
- Marketing Research
- Brand Management and Analytics
Certifications
There are a handful of certifications in the management world that could help sell your resume. While they are not required, any bonus skills you have could certainly catch HR’s eye.
Some of the top certifications an employer wants to see include, PMP or Project Management Professional, CSM or Certified ScrumMaster, AMA Certificate in Analytical Skills, and PHR a Professional in Human Resources.
If you have any or all certifications in management, even if they are not directly related to the job, still include them. It will show your potential employer that you are dedicated to the role of management and willing to learn more.
Sample Certifications
- SHRM-CP
- HRCI Certification
Complete call center manager resume sample
We have covered all the basics of what should be included on a call center resume and now we’re going to take a look at a complete resume example!
After reading this job posting all the way through you will have noticed that people skills, organizational skills, someone who can multitask is what they are seeking.
Not only is a bachelor’s degree required but they want someone with proven experience in sales and call management.
If you have worked in sales or customer service for other companies but do not have direct call management experience, you can still apply.
People skills and customer service have similar guidelines across the board so chances are if you have that experience with proven results you would still be considered a solid candidate.
Call Center Manager
Objective
Call center manager with proven experience in sales and direct customer service seeks a leadership position where they can utilize their team building talents and continue producing excellent sales results.
Skills
Staff mentoring and training | Handle payroll and staff schedules | Ensure monthly sales goals | Work well under pressure | Positive and enthusiastic attitude | Proven leadership ability
Work Experience
Public Storage
Call Center Director, 2013-2020
Responsible for overseeing call center and designing methodologies to enable scalability and efficiency. Planned e activities to ensure on-time, on budget, completion of projects and initiatives while meeting performance metric expectations. Worked directly with executives to report on performance and proactively recommend improvement.
- Provide strategic leadership
- Lead and cultivate a positive team environment
- Mentored, trained and onboarded new and current staff
- Excellent project management skills
TransDev
Call Center Manager, 2005-2012
Responsible for overseeing a customer service call team of 50+ employees. Led the team, and answered calls when necessary relating to concerns, products, questions, and sales for current and potential clients. Presided over my team and led them in a confident and professional manner and ensured sales goals were met.
- Proficient in Microsoft Office SUite
- Achieved sales revenue averaging $75k+ annually
- Proven strong analytical and Problem solving skills
- Ability to work as part of a team with other managers
- Mentored and trained new and current employees
Home Construction and Renovations
Call Center Agent, 1999-2005
My duties as a call center agent included answering phone calls and assisting customers with their queries, complaints and directing them to the information they needed. I processed sales and was responsible for revenue over $7k annually. I maintained a call sheet and electronic records of each phone call and received recognition as employee of the month four times during my time as an agent.
- Providing accurate and timely results to customers
- Answering calls in a clam and polite manner
- Proficient in MS Word and Excel
- Handled calls with an AHT of 6.25
Certifications
- CSM or Certified ScrumMaster
- AMA Certificate in Analytical Skills
Education
Santa Clara University, Leavey School of Business
M.S., FInance and Analytics
Santa Clara University, Leavey School of Business
Bachelors, Management and Entrepreneurship, 1993-1996
Courses
- Project Management
- Negotiating SKills in Business
- Managerial Communication
- Managerial Competencies and Team Effectiveness
- Corporate FInance
Key Takeaways
Call center managers are individuals who are savvy, quick on their feet, and avid problem solvers. They should be skilled in human resources and business and management tactics.
Call center managers can find work in a wide array of businesses from a small start up to a multinational cooperation.
You may be highly involved in the sales and finances of a business or you may deal heavily on the customer service side.
Often individuals that start in a call center work their way up through the same business. If you have an interest in working for a specific company consider starting in the call center.
By the time you are ready to move yourself upward you will already know a lot about the company and their policies and because some call centers work 24 hours, and odd shifts you may be able to work on your degree while working.
- High-stress career but also rewarding
- Patience and the ability to stay calm are key
- Strong Soft-skills are needed
Tips from Experts
“Make every interaction count, even the small ones. They are relevant.” – Shep Hyken, Customer Service Expert and Presenter
“Your mission statement may be on the wall, but your core values are displayed in the attitudes of your employees.” – Elle Clarke, CEO Elle Clark Media Group
Conclusion
If you are ready for the fast-paced world of call centers and have the skills to be a top-notch manager it can be a life-long and successful career.
Your experience in a call center and as manager can also prep you for other high pressure business and sales related jobs.
Be prepared for long hours, working under pressure, and the opportunity to be a leader in a high-demand field.
Sources
- https://callminer.com/blog/100-call-center-management-tips-expert-insights-advice-hiring-training-call-center-agents-motivating-engaging-team-workforce-management-technology-metrics-matter/
- https://fonolo.com/blog/2015/05/7-things-great-call-center-managers-do-every-day/
- https://www.callcentrehelper.com/15-tips-for-contact-centre-managers-27815.htm
- https://helpjuice.com/blog/call-center-best-practices
- https://bestresumeobjectiveexamples.com/top-22-call-center-resume-objective-examples-to-boost-your-resume/
