Call Center Supervisor Resume Examples and Templates

Call Center Supervisor

• Ensured adherence to internal standard operating procedures (SOPs) and external regulations in performing assigned duties.
• Enhanced the performance of the real-time dialer activity monitoring report, resulting in a decrease in duplicate patient call time by more than 50%.
• Successfully converted 15% of existing whole blood donors to automated procedures, contributing to improved efficiency and productivity.
• Surpassed call center production goals by aligning with the marketing strategy for tele-recruitment, effectively engaging potential donors.
• Monitored reporting systems to track departmental progress towards daily, weekly, and monthly targets, taking proactive measures to address any deviations or issues.
• Collaborated with team members to identify areas for enhancement and implemented corrective actions to optimize performance and productivity.
• Maintained precise and up-to-date records of calls, donor information, and other pertinent data to support reporting and analysis.

Operator and Call Center supervisor

• Successfully performed software and hardware installations on XYZ devices, ensuring their proper functioning and compatibility.
• Conducted diagnosis, troubleshooting, and testing of devices, identifying and resolving technical issues to maintain optimal performance.
• Supervised the call center operations, ensuring efficient and effective customer care services and timely resolution of customer inquiries and concerns.
• Provided work supervision to staff groups and teams, ensuring adherence to standard operating procedures and achieving productivity targets.
• Conducted staff training sessions on equipment operation, troubleshooting techniques, and quality control procedures to enhance team members' skills and knowledge.
• Implemented quality checks to assess the performance and reliability of XYZ devices, ensuring compliance with industry standards and customer requirements.

Call Center Supervisor

• Effectively allocate work to staff based on work demand, ensuring optimal utilization of resources and timely completion of tasks.
• Monitor and ensure that consultants adhere to processes and work procedures, maintaining quality standards and compliance with company guidelines.
• Enforce company rules and disciplines, promoting a professional and respectful work environment.
• Conduct regular team meetings to provide feedback on consultants' performance, address concerns, and foster a collaborative and productive team culture.
• Manage daily timekeeping activities, such as tracking late arrivals, overtime, and absenteeism, and take appropriate actions as necessary.
• Conduct individual monitoring and auditing of calls and accounts worked to assess performance, identify areas for improvement, and provide coaching or training as needed.
• Conduct health inspections on a quarterly basis to ensure a safe and healthy work environment for staff.

Call Center Supervisor

• Manage and supervise Floor Leaders and their respective teams, providing guidance, support, and direction as needed.
• Make critical decisions and provide directions based on the current situation to ensure smooth operations and customer satisfaction.
• Handle vendor requests and inquiries, addressing any issues or concerns and ensuring timely resolution.
• Take charge of top and urgent complaints, particularly those related to significant refunds or harassment cases, and ensure they are promptly addressed and resolved.
• Manage leader availability and leaves, coordinating schedules and ensuring adequate coverage to meet operational needs.
• Conduct weekly planning sessions to forecast incoming call volumes and coordinate with the Workforce team to allocate resources efficiently and effectively.

Call Center Supervisor

• Supervised and managed a team of 15 staff members during night shifts, providing guidance, coaching, mentorship, and technical troubleshooting support.
• Conducted interviews with applicants and actively participated in staff training sessions, contributing to the development of team members.
• Addressed and resolved inquiries and concerns from alumni and donors, ensuring prompt and satisfactory resolution.
• Assumed responsibility for overseeing call center operations in the absence of the Program Coordinator, ensuring timely submission of payroll and pledge reports.

Project Manager/Call Center Supervisor

• Proactively managed numerous projects from inception to completion.
• Relocated to New Mexico to support the establishment of a new out-of-state call center with over 100 stations.
• Supervised, developed, scheduled, and executed against operations in three facilities, overseeing a team of 200+ research interviewers and 20+ research supervisors, editors, and monitors.

Call Center Supervisor

• Implemented team rotations to efficiently manage staffing during peak hours.
• Monitored call quality and provided individualized feedback to agents to improve their performance and address areas of improvement.
• Proposed analyzing recorded calls to identify areas for improvement in agent responses, leading to enhanced customer satisfaction.
• Suggested hiring agents fluent in multiple local languages to better understand and address customer issues, resulting in increased customer satisfaction.

Call Center Supervisor

• Lead by example and ensure that you and your team leaders uphold the company values consistently.
• Manage team leaders and address any misconduct issues in line with company policies and procedures.
• Recognize and reward positive contributions and value added by team leaders.
• Provide hands-on support and guidance to team leaders by being present and actively engaging with them.
• Ensure high attendance rates of team leaders, aiming for 95% attendance.
• Cultivate a culture of ownership, accountability, and teamwork within the team.
• Ensure that team leaders have access to appropriate training and resources to effectively perform their roles.

Call Center Supervisor

• Conduct regular team leader meetings at the beginning of each shift to provide updates, address concerns, and set expectations.
• Maintain an attendance register to track attendance at meetings and training sessions.
• Communicate information to team leaders in a timely, accurate, and clear manner.
• Ensure that all relevant business communication and action plans are effectively communicated and understood by team leaders.
• Follow the escalation process when dealing with system, process, or people challenges and concerns.
• Possess strong verbal and written communication skills to effectively communicate with team leaders and other stakeholders.
• Provide daily guidance and communication to team leaders to ensure customer service calls are handled efficiently and with knowledge.
• Exercise appropriate judgment when communicating upward regarding department or team leader concerns.

Call Center Supervisor

• Maintain a strong focus on improving the debtor's experience through various strategies such as call listening, quality checking, coaching, and providing feedback to consultants.
• Efficiently and effectively resolve debtor queries that have been escalated from consultants.
• Utilize feedback and insights from Quality Management to coach and develop consultants, aiming to deliver exceptional service.
• Follow the escalation process when addressing challenges and concerns related to systems, processes, or people.
• Possess effective verbal and written communication skills to facilitate clear and efficient communication.
• Provide daily guidance and communication to employees, ensuring that customer service calls are handled in a timely, efficient, and knowledgeable manner.
• Exercise appropriate judgment when communicating upward regarding concerns or issues within the department or team.

Call Center Supervisor

• Held responsibility for managing the outbound call center within the admissions division, overseeing a team of student assistant employees.
• Supervised and evaluated employee performance to ensure accurate prioritization and successful attainment of enrollment and productivity objectives.
• Monitored call quality and delivered individual constructive feedback to enhance performance and address areas requiring improvement.
• Assessed personnel performance and implemented incentives and team-building events to foster high morale.
• Established and updated work schedules to accommodate fluctuations in staff levels and anticipated workloads.

Call Center Supervisor

• Delegate tasks to employees and evaluate their performance.
• Establish targets and goals for weekly, monthly, and annual objectives.
• Ensure adherence to company policies and regulations by all employees.
• Develop a standardized script for employees to reference, if necessary.
• Communicate any issues or concerns to management for appropriate action.

Call Center Supervisor

• Managed a team of 50 agents and 3 team leads at XYZ Solutions.
• Developed call scripts in collaboration with public health agencies for COVID-19 contact tracing and case investigation in the state of ABC.
• Supported the ABC Department of Health in their efforts to combat COVID-19 by conducting contact tracing and case investigation.
• Set monthly individual and team goals and tracked performance against targets.
• Identified opportunities for process improvement and implemented changes to enhance operational efficiency.
• Conducted performance evaluations, provided coaching and feedback, and administered disciplinary actions as required.
• Ensured adherence to service level agreements (SLAs) with agents, team leads, and operations.
• Led daily leadership meetings to communicate updates, share best practices, and address complex issues or inquiries.