Call Center Director Sample Resume

John Styles
234 Neeboots Drive
Bloomington, CA 22587
Home: 727-555-5555
Cell: 727-555-5556
Email: john_stilles@frontfocus.com

Objective
To obtain a director position within a call center where I can contribute my extensive experience and skills to ensure the center exceeds expectations for superior customer service, maximum revenue generation, high agent productivity, call efficiency, high attendance, low turnover, and budget adherence.  

Qualifications Summary

• Highly experienced energetic, results-oriented manager with extensive knowledge in directing operations in highly demanding inbound call centers.
• Very skilled at leading and improving performance of teams ranging in size from 60 to 800 full-time employees.
• Expertise in developing strong customer and employee relationships leading to improved retention, attendance, increased business productivity and profitability.
• Creative and innovative leader; excellent communicator.
• Experienced in building and maintaining a motivated team environment while exceeding aggressive service and revenue goals.

Education
University of Tampa, Tampa, FL

• Bachelor of Science in Business Management (June 1995)

Work Experience
Call Center Manager: Sept. 2002 - Nov. 2008, NFONXX INC., San Antonio, TX

• Trained, led and directed 20 team managers and 32 support staff in an inbound service and information call center.
• Trained and guided managers to ensure maximum profitability and effectiveness through improved attendance and retention of 400 customer service representatives.
• Other responsibilities included conducting an audit of all attendance files and analyzing top reasons and offenders, and developing new procedures and incentives to address individual attendance.
• Achievements: Improving attendance seven points to 95% within the first six weeks, and achieving center recognition for 'Best Overall Attendance' for five consecutive months thereafter.

General Manager: Nov. 1997 - Aug. 2002, Call Center Reservation Sales, Tampa, FL
Managed 11 supervisors, 28 support staff, and 240 sales agents.

• Used an Automatic Call Distributor, agent super groups, and modern call routing procedures to merge four diverse staff groups into one cohesive team with varying levels of responsibility and pay structure.
• Created improved customer response times, enlarged employee satisfaction, and a career path with upward mobility for agents.
• Directed employee testing, interviewing, placement, and training to assume new positions without disruption to work flow or negative impact to the customer.
• Achievements: Implementing the comprehensive process in only three months and improving center employee retention by 9%.

Assistant Manager: July 1995 - Oct. 1997, GE Service Management, Tampa, FL

• Implemented an associate performance appraisal and incentive plan, focusing on quality, productivity, team work and sales.
• Responsible for 50 person customer service department.
• Consolidated positions to achieve a 35% reduction in operating costs.
• Chaired team for new business initiatives.

*References available upon request.