Manager, Contact Center Cover Letter

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

In the previous role, I was responsible for day-to-day support for the IP Telephony Environment, responding to alerts, troubleshooting issues, owning and resolving internal customer generated tickets.

Please consider my experience and qualifications for this position:

• Extensive experience with forecasting, capacity planning and statistical analysis
• Certified Black Belt or Green Belt with expertise in Lean methodologies preferred
• Experience in a health care services (supply chain distribution or services) environment preferred
• Able to easily adapt to change and work across functional lines to accomplish goals
• Requires excellent analytical, problem-solving, and verbal and written communication skills
• Excellent understanding of Individual Retirement Accounts (IRA’s) and/or mutual fund products
• Complete knowledge of project management
• Deep experience in human resources preferred

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

Previously, I was responsible for telephony consulting expertise, direction and assistance to business analysts, IT engineers and other system engineers.

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

• PowerPoint - Intermediate - Advanced proficiency
• The jobholder will have a understanding and knowledge of how the Bank builds and operates its computer and communications systems
• Project delivery experience in a Contact Center environment
• Project delivery experience in a Fraud Technology environment
• Thorough understanding of call center metrics
• Strong operational knowledge of call center technologies, performance management and resource planning
• Results oriented, able to use data as a means towards improved metrics
• Strong, collaborative problem solver

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

In my previous role, I was responsible for comprehensive technical support for corporate desktops, laptops, mobile devices, network infrastructure, audio/visual/conferencing equipment, and VOIP telephony.

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

• Proficient with standard office equipment, Microsoft Office software, credit union programs, and reporting software
• Extensive capabilities writing and designing communication content for a frontline call center audience
• Demonstrated success in planning and executing communications plans and internal marketing campaigns in support of company and business priorities
• Action-oriented, strategic and creative thinker who can focus on detailed implementation and execution
• Strength in designing communication tools for frontline agents that are innovative and engaging
• Demonstrated aptitude for analyzing complex issues and developing appropriate communication solutions
• Proficiency with Adobe InDesign for creation of communication materials in addition to standard MS Office applications (Word, Excel, PowerPoint and Visio)
• Working Knowledge of Avaya Contact Center Products including Communication Manager, Aura Messaging, CMS, Orchestration Designer, Experience Portal

Please consider me for the manager, contact center opportunity. I am including my resume that lists my qualifications and experience.

Previously, I was responsible for technical expertise in identifying, evaluating and developing telephony solutions and procedures that are cost effective and meet user requirements.

Please consider my qualifications and experience:

• Prior experience managing medium size teams of professional services consultants and large projects, or medium to large sized contact centers
• Project work that includes process and workflow improvement
• Previous leadership skills are preferred
• Excellent understanding of Pension business and customer service requirements
• Thorough knowledge of bank products, services, policies and procedures
• Exceptional focus on grammar and professional written communication skills
• Experience with a Workforce Management application (Aspect, Verint, IEX)
• Excel – Advanced proficiency

Please consider me for the manager, contact center opportunity. I am including my resume that lists my qualifications and experience.

Previously, I was responsible for excellent and efficient service to all Bayer external China products customer and all Bayer China internal sales relevant system users.

Please consider my qualifications and experience:

• Experience developing and maintaining project plans, controlling scope, costs, issues, and risk management
• Strong computer skills, including MS Excel and desktop tools (e.g., Google apps)
• The Documentation & Change Control team has responsibility for all aspects of change to Contact Centre procedures, processes and systems
• Excellent understanding of call centre sales dynamics, procedures, processes and systems used, products sold, reward structures, agent skills and training, regulatory requirements, documentation writing and change methodologies
• Knowledge of federal and provincial legislation affecting charities
• Knowledge of provincial legislation on Employment Standards, Occupational Health and Safety, and Human Rights
• Knowledge of the voluntary sector
• Thorough knowledge of Financial Center products & services, Bank policies and regulations pertaining to products * Self-motivated and able to work independently