Contact Center / Operations Cover Letter

I would like to submit my application for the contact center / operations opening. Please accept this letter and the attached resume.

In my previous role, I was responsible for strategic solutions by researching best technology available that optimize and automate processes and improve operational performance.

Please consider my qualifications and experience:

• Engage in regular 1 on 1 discussions with each supervisor to review their developmental opportunities and successes
• Be considered a Command Center Subject Matter Expert, including Contact Center and Command Center Operations with experience in workforce planning, reporting, quality, and business improvement
• Demonstrated experience crafting and implementing consulting solutions to meet complex business challenges and customer needs
• Successful implementation and/or operations of WFM Technology stack utilizing tools like NICE/IEX, VERIENT or others
• Experience having built Operational Dashboards around KPI’s
• Operated a Command Center managing multiple contact center vendors in the delivery of customer service or sales
• Demonstrated communication, computer, time management and organizational skills
• Contact Center and WFM systems – ACD, CRM, eWFM, Aspect

In response to your job posting for contact center / operations, I am including this letter and my resume for your review.

In my previous role, I was responsible for leadership and direction to the Contact Center Managers by establishing communications that foster new ideas and innovative approaches.

My experience is an excellent fit for the list of requirements in this job:

• Strong planning, problem-solving, forecasting and analytical skills
• Budget and financial planning skills
• Strong computer and MS Office skills (Excel, Word)
• Computer skills (Word, PowerPoint, Excel, and Visio)
• Skilled in speaking in front of people at all levels
• Call Center Certifications (preferred)
• IT Infrastructure Library (ITIL) intermediate or Expert level certification
• HDI Manager or HDI Director certification

I would like to submit my application for the contact center / operations opening. Please accept this letter and the attached resume.

Previously, I was responsible for feedback and recommendations to increase operational efficiencies related to quality, call handling, processes and procedures, etc.

I reviewed the requirements of the job opening and I believe my candidacy is an excellent fit for this position. Some of the key requirements that I have extensive experience with include:

• Demonstrated experience managing analytics for assessing service experience performance from the customer’s perspective
• Demonstrated experience with customer acquisition or retention strategies via contact center channels
• Experience developing omni-channel service strategies and leveraging customer experience programs and methods
• Demonstrated leadership qualities that result in highly engaged organizations
• Exceptional listening and written and verbal communication skills
• Data mining, reporting and analytical skills
• Experience with Workforce management systems and reporting quality assurance assessment, contact center metrics and scoring tools
• Verbal and non-verbal communication is paramount to storytelling and reading audiences

I am excited to be applying for the position of contact center / operations. Please accept this letter and the attached resume as my interest in this position.

In my previous role, I was responsible for feedback, identify and escalate potential serious operational and customer issues proactively to the Contact Center Supervisor and Manager.

Please consider my qualifications and experience:

• Assist in the development and closure of new and existing sales proposals directly resulting in multimillion dollar revenue opportunities
• Create personas, marketing videos, and scripts to enable sales and sales engineering teams
• Lead in the design and implementation of Customer Experience Technology’s immersion demonstration center
• Work and collaborate with teams consisting of product management, Application development, sales, delivery, and 3rd party vendors
• Provide technical thought leadership while interacting closely with the leader of business units to tailor conversations to their business needs
• Leadership and team lead management responsibilities
• High aptitude and experience presenting to large audiences
• Experience with call center technologies including workforce management systems, IVR and reporting tools preferred

I submit this application to express my sincere interest in the contact center / operations position.

In the previous role, I was responsible for feedback for improvement in Contact Center procedures and processes, queue management, and client service.

I reviewed the requirements of the job opening and I believe my candidacy is an excellent fit for this position. Some of the key requirements that I have extensive experience with include:

• Microsoft Windows Server knowledge
• Knowledge about IP-networks (Design, implementation and maintenance)
• Proactive and capable of working independently part of a team
• VoIP technology and protocols like SIP
• Robust knowledge of call center technologies including IVR’s, predictive dialers, CRM’s and Chat
• Experience managing call center(s) in excess of 150+ employees
• Experience in effectively delivering change within a sales and customer focused organization
• Proactive leader who can energize multiple teams in an environment of change and/or growth