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Call Center Director Sample Resume
Call Center Director Sample Resume
1234 Cobblestone Drive
Pinellas Park, FL 33000
Home: 727-555-5555
Cell: 727-555-5556
Email: john_stilles@frontfocus.com
| Objective: | To obtain a position within an existing or new 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. |
| Qualification Summary: | Highly experienced energetic, resulted-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 / 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: | Bachelor of Science degree in Business Management University of Tampa, Tampa, FL June 1995 |
| High school diploma Kingston High School, Tampa, FL May, 1991 |
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| Work Experience: | Call Center Manager, NFONXX INC., San Antonio, Texas
Trained, led and directed 20 team managers and 32 support staff in an inbound service and information call center. Activity in training and guiding managers to ensure the center achieved maximum profitability and effectiveness through improved attendance and retention of 400 customer service representatives. Other responsibilities include conducting an audit of all attendance files and analyzed top reasons and offenders, developing new procedures and incentives to address individual attendance . Among my personal achievements: improving attendance from7% to 95% within the first six weeks, achieving center recognition for 'Best Overall Attendance' for five consecutive months thereafter. September 2002 - present |
| General Manager,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. The aim was to create 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. Among my achievements: implementing the comprehensive process in only three months and improving center employee retention by 9%. November 1997 ? August 2002 |
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| Manager, GE Service Management, Tampa, FL Implemented an associate performance appraisal and incentive plan, focusing on quality, productivity, team work and sales. Responsibility for 50 person customer service department. Consolidated positions to achieve a 35% reduction in operating costs. Chaired team for new business initiatives. July 1995 ? October 1997 |
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| References: | Available upon request |