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Call Centre Manager Resume

Job Description:

Call centre manager normally work in two types of call centres namely inbound and outbound. In respect of inbound call centres, the call manager and the staff have to answer the clarifications of the customers about the functions of their owned products and services. Outbound call centres are engaged in selling products or services. A call centre manager has to oversee the performance of the employees and ensure that their performances are subject to rules and regulations of the organisation.

A call centre manager should be aware of the modern technologies in use as he/she has to train the staff under control in performing the assigned tasks. A call centre manager must assist the employees in handling customer traffic and achieving the set goals and objectives of the organisation. He or she has to upgrade the activities of the call centre and update the customer database. He or she must look after the financial activities of the call centre within the allocated budget limits.

Juanita A
4125, Briar hill Lane
Young's Town
Phone: 330-207-3434

Career Objective: As I have extensive knowledge of call centre metrics, I am trying to obtain a position of call centre manager in a well organised call centre to utilise my skills and gain more experience.

Highlights of Qualifications:

  • I have great managerial capacity to manage a call centre and its staff and give them counselling, coaching and help them in achieving the goals of the organisation.
  • I am experienced in achieving the goals set and have the ability to solve any type of problem.
  • I have great comprehensive skills and always focus on arriving at the solutions.
  • I am committed to complete the assigned work within the time frame fixed and my actions are always consistent.
  • I have the ability to work in any environment and with any team or in individual capacity.
  • I can concentrate on multi tasks simultaneously but without any overlapping.

Professional Experience:

At present, I am working as a call centre manager in a call centre in Nevada from June, 2006 to till date and my assigned duties are as follows.

  • I have achieved the operational excellence and efficiency among the employees and am the key behind in getting the work standards set by the management.
  • I am responsible for maintaining the quality of service and for meeting the targeted financial objectives.
  • As the technologies improve daily, I have arranged training classes for the call centre supervisors, team leaders, program specialists and others and ensured quality improvement.
  • I am responsible for identifying the opportunities for the improvement of the service by introducing innovative ideas.
  • There are 10 customer service supervisors and 50 customer service agents under my able control and I am doing significant service to the customers with their cooperation.
  • I am responsible for developing quality customer service and I used to conduct programs in this aspect.

I had also worked as a call centre manager in Speed Service Call Centre in Corona, New York from the year 2003 to April, 2006 and I was responsible for the following achievements.

  • I was responsible for enforcing punctuality by introducing card punching system to register attendance.
  • I had maintained a successful and cordial relationship with the vendors and was responsible to increase the number of customers.
  • I maintained an analytical report on the performance of the employees and this helped me to provide more quality performances.
  • I was responsible for creating a safe, competitive and healthy working environment.
  • I had prepared a manual regarding the policies and procedures of the call centre and often reminded the employees to follow these principles.
  • I had conducted annual review meetings in which the performance reports submitted by the employees were analysed and with the help of experts suggested creative ideas for the improvement in all aspects.

Educational Qualifications:

I have a Bachelor's degree in Business Administration from a University in Ohio.
I have passed the Post Graduate Diploma in Computer Applications from a reputed institute in Boston.


Available on request.

Nowadays, the resume has become an important document and it is an advertisement tool to sell you to your prospective employer. You have to prepare a call centre manager resume, if you are aspiring for that position, in which you have to list out the benefits you have made to your previous employer rather than listing the benefits you offer to your potential employer. The importance of call centre manager resume is that it should describe your accomplishments and achievements apart from your skills and work experiences.

In your previous or current employment, you might have taken steps to increase sales and services and reducing costs. You might have introduced new schemes or streamlined the existing schemes. All these achievements are to be given in the details of call centre manager resume, which will create positive impact on the employer to consider you.

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