Call Center Operations Manager Resume Sample

Cheryl Nadler
1758 Beechwood Avenue
Newark, NJ 7102
(333)-842-9624
[email]

Job Purpose Experienced Contact Middle Functions Administrator seeking employment with reliable organization where my skills and coaching can be a positive participation to organization.

Highlights of Qualifications:

Huge encounter in handling call center operations and supporting in tracking educational entertaining marketing campaigns
Outstanding information of CRM technology and its procedures
Deep information of contact center technological innovation – CTI, IVR, Predictive Dialing software, Confirming, and Dash panel tools
Wide information of application payments systems, credit and collection practices
Ability to identify and take care of various problems
Ability to understand all schematics and diagrams
Ability to develop coaching course for subordinates
Ability to existing both qualitative and quantitative information in a clear
Ability to understand all rules for application services
Professional Experience:

Call Middle Functions Manager
Epson, Newark, NJ
October 2008 – Present

Coordinated with professionals and affiliate administrators and offered necessary reviews as appropriate.
Provided support to center managers and applied everyday living of call center.
Monitored call center operations and assured top quality of solutions.
Assisted managers and designed various analytics for performance and ready necessary reports.
Worked with group managers and recognized call quantity styles and optimized ways to enhance credentials.
Planned yearly company and ready methods for predicting budgeting needs and assigned budget to various divisions.
Maintained information on various best industry methods and designed associated techniques.
Analyzed techniques and recommended technology for development in system.
Assist Manager Contact Middle Operations
Raytheon, Newark, NJ
August 2003 – Sept 2008

Managed work of all employees and assured a great number of calls at call center.
Monitored call performance of group and planned department techniques accordingly.
Analyzed and considered data and designed necessary methods for enhancing performance of techniques.
Developed various group goals and guidelines and assured maximum level of client solutions.
Ensured conformity to all retail guidelines and operations and conveyed same to staff.
Trained and employed call center associates and have helped consistently enhancing process.
Call Middle Functions Analyst
Convergys, Newark, NJ
May 1998 – This summer 2003

Analyzed techniques and recommended changes if needed to enhance operating of techniques.
Ensured sticking to all organization guidelines by applying project and it’s operating.
Evaluated functional guidelines and operations and recommended improvements if needed.
Reviewed performance analytics for various sections and determined levels of acceptability.
Maintained information on all guidelines and operations of techniques.
Education

Bachelor’s Degree in Customer Service
Jamestown College, Jamestown, ND

Call Center Operations Manager Resume Sample 

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