Call Center Director Resume

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Contact Address: [street]

[Country] [City] [State/Province] [Zip Code]

Contact Number: (012)-345-6789

Email Address: [[email protected]]

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Career Objective:

A call center director position to use my organizational and multitasking skills in managing day-to-day activities of a call center.

Summary of Skills:

  • Experienced in leading internal center communications and defining project objectives

  • Highly talented in promoting a work culture free of gender, race, age and caste discrimination

  • Flair to work in fast-paced and constantly-evolving environment

  • Excellent leadership and coaching ability

  • Team and customer focused attitude

  • Outstanding customer service and communication skills

  • Possess great attention to detail with multitasking ability

  • Familiar with the workforce management database software used by call centers

  • Skilled in offering productive and impersonal criticism

Work Experience:

Call Center Director

MoonTek, Memphis, TN

2012 – present

  • Offer direction and assistance to staff members in accomplishing daily operations of the center

  • Monitor all inbound and outbound calls

  • Plan and define the center and project goals

  • Hire and schedule training programs for new staff members

  • Deploy call center managers in dealing with unsatisfied customers

  • Ensure the entire databases of the call center is safe and secure

  • Promote stress-free work culture free of any discrimination

  • Ensure teams are equipped with necessary resources and training to achieve sales goals

  • Coordinate with the IT department and submit requisition for required software and hardware

Senior Operations Manager

MCI Incorporated, Memphis, TN

2009 – 2012

  • Collected, analyzed and presented relevant program data

  • Handled daily operations of the center

  • Improved projects performance and quality by appropriate staffing and scheduling

  • Served as a middleman between customers and the organization

  • Directed and managed a staff of 70 call center associates

  • Established policies and business procedures

  • Identified and recommended training and promotion by evaluating employee performance

  • Maintained constant contacts with the logistical and sales department to fulfill customer promises

Education:

Bachelor’s Degree in Business Management

Memphis University, Memphis, TN

2008

References:

Available upon request.