Call Center Team Leader Resume Samples
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Call Center Team Leader Resume Samples
The Guide To Resume Tailoring
Guide the recruiter to the conclusion that you are the best candidate for the call center team leader job. It’s actually very simple. Tailor your resume by picking relevant responsibilities from the examples below and then add your accomplishments. This way, you can position yourself in the best way to get hired.
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CD
C DuBuque
Camille
DuBuque
32677 Kuhlman Roads
Chicago
IL
+1 (555) 357 5063
32677 Kuhlman Roads
Chicago
IL
Phone
p
+1 (555) 357 5063
Experience
Experience
Phoenix, AZ
Call Center Team Leader
Phoenix, AZ
Lueilwitz and Sons
Phoenix, AZ
Call Center Team Leader
- Contact Center Team Leader has the primary responsibility of developing, coaching and mentoring a staff of potentially 6-15 Customer Service Representatives (CSR)
- Team Leader works with CSR’s to improve customer service and safety, reduce cost to the utility, increase revenue, enhancing the company’s image and improving customer loyalty
- The successful candidate will participate in shared –on call responsibilities on a rotating basis
- This position will be filled for 3rd shift
- Set department goals and objectives. Facilitate monthly and/or 1-on-1 meetings with QR's to discuss goals and create a success plan to ensure all calling and monitoring expectations are met
- Ensure that all QR's are consistently performing at an on or above target level, in all key metric indicators by tracking performance and coaching to achieve and exceed performance guidelines
- Create, analyze and facilitate Call Center Quality reviews to call center associates via Town Hall presentations, team leader meetings and calibration sessions
Los Angeles, CA
Team Leader, Call Center
Los Angeles, CA
Beier-Stanton
Los Angeles, CA
Team Leader, Call Center
- Maintain good working relations with various network departments to ensure the scheduling process flows smoothly
- Monitor agent calls and provide feedback
- Provide coverage in agent scheduling gaps
- Take calls as well as directs calls to agents who can handle them most efficiently
- Ensure data and call quality
- Analyzes Contact Center reporting and reports any areas of concern to Administrator
- Monitor call volumes and adjust agent’s schedules to handle heavy call volumes
present
New York, NY
Call Center Quality Team Leader
New York, NY
Roob, Schroeder and Lueilwitz
present
New York, NY
Call Center Quality Team Leader
present
- Provide consistent and ongoing mentoring, coaching and training that focus on improving call center leadership, morale, and performance and employee retention
- Maintain and improve consistency among all levels and departments of the organization regarding call quality expectations
- Develop a positive team relationship by being supportive, visible and easily accessible
- Manage, hire, motivate, coach, develop and retain QR's
- Establish and monitor production standards and adherence with policies
- Resolve production challenges in urgent, deliberate manner
- Gather and proactively share Best Practices to help improve performance of each QR and overall call center call quality. Direct team to identify opportunities for process improvement
Education
Education
Bachelor’s Degree
Bachelor’s Degree
Howard University
Bachelor’s Degree
Skills
Skills
- Ability to solve a range of straightforward problems
- Knowledge of utility practices and procedures
- Teamwork
- Informing Others
- Process Improvement
- Problem Solving
- People Skills
- Verbal Communication
- People Management
- Managing Processes
5 Call Center Team Leader resume templates
Read our complete resume writing guides
1
Call Center Team Leader Resume Examples & Samples
- Customer Focus
- Customer Service
- Verbal Communication
- Informing Others
- Process Improvement
- Problem Solving
- People Skills
- Teamwork
- People Management
- Managing Processes
- Emphasizing Excellence
2
Team Leader, Call Center Resume Examples & Samples
- Supports agents with difficult calls
- Take calls as well as directs calls to agents who can handle them most efficiently
- Provide agents with the tools they need to process scheduling requests quickly and efficiently
- Monitor call volumes and adjust agent’s schedules to handle heavy call volumes
- Monitor agent activity and report variances to administrator
- Provide coverage in agent scheduling gaps
- Maintain good working relations with various network departments to ensure the scheduling process flows smoothly
- Ensure data and call quality
- Monitor agent calls and provide feedback
- Foster a team environment
- Analyzes Contact Center reporting and reports any areas of concern to Administrator
- Conducts all quality monitoring and reporting
3
Call Center Team Leader Resume Examples & Samples
- Contact Center Team Leader has the primary responsibility of developing, coaching and mentoring a staff of potentially 6-15 Customer Service Representatives (CSR)
- Team Leader works with CSR’s to improve customer service and safety, reduce cost to the utility, increase revenue, enhancing the company’s image and improving customer loyalty
- This position requires the ability to work interdependently with other Team Leaders and field management to respond to customer emergencies and weekend shifts
- The successful candidate will participate in shared –on call responsibilities on a rotating basis
- This position will be filled for 3rd shift
- Leadership/ Supervisory Experience
- Customer Relations Experience
- Knowledge of utility practices and procedures
- Ability to solve a range of straightforward problems
4
Senior Team Leader, Sales Call Center Resume Examples & Samples
- Manage a team of approximately 3-5 Loan Officers and support staff
- Provide leadership and vision to guide your team to achieve individual and team goals
- Ensure team adherence to performance, process, and procedure standards as established by Sales Leadership primarily focused on sales conversion, general productivity, and quality
- Confirm all staff under direct supervision have all necessary training and requisite competencies in sales, products, procedures, processes, and technologies/systems
- Provide developmental plans to team members as needed to drive improved performance
- Maintain a deep understanding of production and activity reports for the team and provide insight and guidance to management regarding strengths, weaknesses, and opportunities
- Monitor team members’ systems activity to ensure appropriate actions, compliance with corporate and regulatory practices, and data integrity
- Facilitate on-boarding of and mentor new Sales and support staff
- Responsible for standard management functions pertaining to staff including, but not limited to time management, and shift management
- Keep informed of trends, changes and developments mortgage industry
- Keep informed of all origination, processing, underwriting and closing requirements for both company and investor guidelines
5
Call Center Quality Team Leader Resume Examples & Samples
- Manage, hire, motivate, coach, develop and retain QR's
- Establish production schedules and ensure schedules and SLA’s are met
- Ensure that all QR's are consistently performing at an on or above target level, in all key metric indicators by tracking performance and coaching to achieve and exceed performance guidelines
- Set department goals and objectives. Facilitate monthly and/or 1-on-1 meetings with QR's to discuss goals and create a success plan to ensure all calling and monitoring expectations are met
- Establish and monitor production standards and adherence with policies
- Resolve production challenges in urgent, deliberate manner
- Gather and proactively share Best Practices to help improve performance of each QR and overall call center call quality. Direct team to identify opportunities for process improvement
- Develop a positive team relationship by being supportive, visible and easily accessible
- Provide consistent and ongoing mentoring, coaching and training that focus on improving call center leadership, morale, and performance and employee retention
- Create, analyze and facilitate Call Center Quality reviews to call center associates via Town Hall presentations, team leader meetings and calibration sessions
- Maintain and improve consistency among all levels and departments of the organization regarding call quality expectations
- Maintain a high level of Industry knowledge as related to the company, Call Center, studies, and the daily functions of the quality department
- Use creative approaches to engage staff and implement change
- Prior Call Center Experience
- Prior Audio line of business Experience
- Strong big picture Leadership and proven history as a Change Agent
- Knowledge of Call Center and Quality core responsibilities and call center rules and regulations
- Ability to multi-task and quickly adapt to changing priorities
- Strong technical and analytical aptitude with proficiency in Microsoft Office applications including Access and Excel
- Creative problem solving, strong analytical and project management ability and high level attention to detail
- Due to the nature of the production environment, the candidate must be willing to work a non-standard schedule which includes days, evenings, and weekends
- Ability to interact will all levels of staff and management
