Participated in the selection of strong, productive staff members and actively engaged in employee coaching and development. Take corrective action. Trained call center representatives and management on new phone system usage and reporting features and documented all processes. Developed action plan based on corrective action or process improvement criteria. Trained customer care representatives to elevate service skills and achieve high levels of client retention / loyalty. Scope. Managed three call centers, a $5.2 million operating budget, and nine direct reports who collectively managed 140 employees. 2. Developed Key Performance Indicators for the sales teams enabling the sales associates to meet company production goals. Analyzed results, presented recommendations for improvement to management team and implemented process improvements. Assisted with the recording statistics and performance levels of the call center and preparingreports. In internal surveys, the company gets information about call center performance through an internal survey. Ensured both departments were functioning at the highest level, staying within company goals and measures of performance. Coordinated agent schedules and operations; clearly defined performance standards; managed departmental service level. In remote monitoring, the call center agent is monitored remotely. Dispatched appropriate police or public safety units to incidents based on priority and standard operating procedures. We record that performance. Developed and delivered training programs for system users. Monitored toll-free telephone call volume and Integrated Voice Response (IVR) performance and suggested seasonal enhancements. Established performance standards and implemented tracking programs to maintain call quality and to report program status. Managed a staff of 5 direct and 140+ indirect reports with a strong focus on Key Performance Indicators. Acted as the point-of-final-call escalation to formulate resolutions to complex customer complaints. This is because there is no plan to compare results against. Reviewed, developed, and implemented educational training programs. Developed effective procedure for ensuring budget maintenance in capital exposure and head budget count areas resulting in continuous annual budget savings. Increased monthly accuracy call scores from 92% to 98% through performance management and monthly auditing. Coordinated meetings with all centers in the region on a monthly basis to discuss sales goals. Analyzed trends to identify non-revenue producing calls and making recommendations to senior management to modify company policies and procedures. Managed the top office in the company with sales exceeding company goals weekly. You can manage a call center's performance by checking his or her speech performance. Maintained and improved daily operations by monitoring employee performances. Delivered daily coaching and feedback to assist in overall performance improvement of agents and site productivity. Planning allows you to anticipate change and minimize time adaptation. IVR equipment to route calls to multiple call centers nationwide. Incorporated strategic planning to ensure subordinate recruiters and trainers were fully trained in appropriate hiring practices. Assumed attendance/scheduling oversight following resignation workforce manager, with zero lapse in performance quality or productivity. Created IVR (Interactive Voice Response) scripts and implementation. Provided daily management for team of six, as well as obtained personal sales goals. Developed departmental forecasts, production goals and metrics, and monitor department activity to maximize performance. Managed daily operations of a 60 seat inbound and outbound call center specializing in Medicare Advantage and supplement insurance. Presented quality program updates to call centers management and representatives on a regular basis. Without planning, there can be no control. Devised innovative sales plans and introduced incentive programs, which resulted in overachieving all sales goals and objectives. Monitored and evaluated workforce management and schedules to accommodate full coverage of forecast call volume. Simply knowing how to run a call center isn’t enough for success. Ensured department compliance by keeping abreast of current requirements and changing legislation. 1. Next, outline the required and preferred skills for your position. Created sales training programs later adopted company-wide. We ranked the top skills based on the percentage of Call Center Manager resumes they appeared on. Created a more objective QA monitoring tracking system that was approved and implemented. Achieved customer email response timeliness and quality objectives in addition to call center metrics. In order to grow stronger call center manager skills… Delivered positive customer service and was responsible for all customer complaints. Exceeded all client established Service Level Agreements (SLA s) and Sales goals. Motivated and coached a specific team of 15, maintaining and improving specific sales and performance goals. You can monitor the quality of performance in numerous ways. Implemented metrics-driven best practices, improving QA scores from 80% to 90%-95% monthly. Hired new associates and conducted performance appraisals. Worked closely with Human Resources in the areas of recruitment, training, and employee development. Monitored the performance of staff members according to established standards and conduct performance evaluations. Utilized AS400 and Avaya systems in performance of daily activities and reporting. Created persuasive call guides, dynamic training materials and call assessment measurement tools. One of the most essential characteristics of an authentic call center leader is one who is always on the lookout for ways to improve not only their skills … Managed call center quality standards via monitoring, calibrating, and monthly reporting on the call center quality department's findings. Ensured compliance with company policies, protocols and business directives. Inspired staff to fulfill their individual as well as company goals. Established call center metrics and reporting that provided strategic overviews of business operations, including workforce planning. Conducted performance appraisals and gave feedback to improve department productivity. Prepared and analyzed metrics (KPI) that demonstrated monitoring performance relative to established service performance levels. Reduced agent talk time 15% by streamlining scripting, IVR flow, and screen pop. Conducted performance counseling with Supervisors regarding performance for Customer Care Representatives and Team Leads. Created daily reporting which resulted in improved and more efficient tracking of daily key performance indicators. Monitored daily operations to ensure quality and productivity metrics met customer standards. Maintained limited HR Information Management System including, Employee database and performance/records filing systems for past and current direct reports. Provided leadership in multiple call centers spanning across policy services and processing operations. Drafted and administered performance appraisals, conducted interviews, facilitated staff meetings, analyzed productivity. There are occasions when call center agents are quickly promoted to supervisors because of need and get only two days of actual formal training. Assisted with the training department to identify and provide training for Supervisors, Team Leads, and Customer Care Representatives. Partnered with internal claim units to ensure quality standards met expectations and supported faster claims processing and less rework. But remember that you shouldn’t pay too much attention to technical skills… Integrated AVAYA telephony and CRM technologies for a productive environment. Worked with 10 Team Leaders (Supervisors) to discuss overall performance of individuals on team. Trained and learned a new and challenging owner based sale program exceeding company goals and expectations. Hired, trained and supervised up to sixty customer service operators every holiday season. Managed all aspects of the day- to-day operations including both human resources and call center technology. Conducted formal agent performance reviews, including annual goal-setting/performance development plan. Executed all hiring, training and performance evaluation of staff; accountable for disciplinary actions and firings. Conducted performance reviews, initiated ongoing performance discussions, and made salary review recommendations for supervisors and associates. Responded to escalated customer inquires, including customer-driven resolution of customer service issues. Customer Relationship Management, Performance Management, and Outlook represent a very decent share of skills found on resumes for Call Center Manager with 28.2% of the total. When controls are subjective, your personality may influence your evaluation of performance and make it less than accurate. Identified and actively responded to the needs of all internal and external customers. Coaching plans must be SMART. Planned and implemented call center strategies and operations to assure optimal customer service. Authored promotions logbook detailing various types of promotions including step-by-step software instructions and POS Manuals detailing point-of-sales procedures. Created monthly sales incentive contests, motivating agents to exceed company goals. Multifaceted management role examining performance and steering strategic testing, recommendations, and plans to elevate workforce efficiency. Created and administered annual employee performance reviews. Determined call center operational strategies by conducting needs assessments. Interacted with internal and external customers in a fast paced, customer service resolution environment. Led management team of 325 associates with $40 million annual budget. Designed and developed the company's IVR solution. In remote monitoring, the call center agent is monitored by a peer. Managed high volume call center (30,000 calls per week) servicing in-state and out-of-state provider inquires. Interviewed, hired and conducted new hire orientation for customer care supervisors and other exempt positions within the customer service department. Supervised 60 employees You can use control targets to motivate, and it is important to relate control activities to objectives. Managed, coached and developed a team of customer care sales professionals to perform quality customer service. Worked with other members of management and/or key associates to develop and implement process improvements. Processed payroll, vacation and administrative managerial duties including interviewing applicants, and handling annual reviews. Managed domestic call center comprising 25+ CSR's; 2 SME and 2 Supervisors. Effective leaders create a culture of positive work and establish performance benchmarks that assist in its creation. Organizational structure Self-generated leads through an internet based platform lead program that I created that was proven to be very successful. They must have a practical mind to solve problems on the spot partnered with an ability to see the “big picture” and make improvements. Worked with workforce management to identify call volume trends and maximized ways to improve qualifications. Promoted growth by creating continuing education courses within the call center and established key performance indicators that reduced our manpower expenses. Do this by mechanical or human means. Excellent time-management skills, organizational skills and the ability to accurately complete all reports on a timely basis Superior conflict resolution and negotiation skills Developed training materials for Call Center Supervisors and Call Center Representatives. Improved overall performance of the call center by 15%. Customer Service. Trained management in the use of Lucent Technologies (Avaya) CenterVU call management system reporting software. Created QA Group to monitor calls and email based on soft skills, compliance, tone of voice, and accuracy. Served as Affirmative Action Officer and corporate trainer regarding company policy and human resources issues for a staff of 51. Reviewed ACD data to ensure productivity and identify possible problems. For example, 15.6% of Call Center Manager … Decreased overall staffing needs relative to inbound calls despite a 30% volume increase by optimizing schedules. This can be as simple as encouraging employees to take breaks or more elaborate by establishing designated relaxation areas and scheduling massage therapy appointments during peak periods. Coordinated all hiring and training of representatives including performance reviews. Through coaching, you can share best practices and new policies and procedures. Developed and administered annual budget, and maintained full compliance with internal and external legal and industry mandates. Monthly prizes enable you to highlight the performance of key call center agents, thus, boosting morale and encouraging call center employee performance. Trained Customer Service Representatives throughout the country which contributed to significant improvements in production, customer satisfaction and sales. Reduced employee turnover by enhancing candidate screening, selection and disciplinary actions. Conducted the performance management process and provide input and direction on career development. Performed progressive positive discipline and process improvement when productivity goals are not met. Developed cost savings incentive programs to keep department within budgetary limits. • Facilitate recognition and communication of agents' performance strengths and opportunities. Directed and managed all aspects of daily business functions including budgeting, human resources and recruitment. Managed ten technical support specialists and technical support outsource team; supported education field consultants and systems engineers. Managed production schedule adherence and ensured delivery of products to internal and external customers. Monitored phone system for peak usage and adjusted staff responsibilities to handle high call volumes. Maintained payroll for 61 agents to include approving/denying vacation, sick time, leave of absence, etc. Completed performance evaluations and daily production reports. Developed training materials and trained representatives on company processes and procedure. Managed multiple satellite teams via internet and monthly travels across San Jose, Salt Lake City and North Carolina. Managed overseas call centers to supplement domestic staffing. Refresher training can be helpful because people tend to forget things, and this enables you to keep priorities fresh in the minds of your staff. Communicated Objectives and results daily to support, recognize and reward Patient call center coordinators for meeting and exceeding performance goals. Acted as an English translator for visiting dignitaries and guest of the Kawasaki Government. Monitored and analyzed customer satisfaction, developed and implemented training programs. 1. Developed a strong sales/customer service team that over achieved client expectations and increased company profitability. Analyzed data, provided reporting, evaluated, and implemented various high-impact process improvements. Researched and recommended vendors for call center, company telephone systems and local and long distance telephone services. Communicated frequently and effectively with Senior Management and direct reports. Maintained all aspects of Avaya VoIP S8700 switch including vectors and call routing for local and remote call center staff. Monthly prizes enable you to highlight the performance of key call center agents, thus boosting morale and encouraging call center employee performance. Ensured the branch complied with company policies, procedures, rules, regulations and all applicable laws. Launched and managed incentive programs that increased Service Contract sales by 50%. Managed a Team of 52-70 Customer Service Representatives and 2 Team Supervisors for a fast paced, high volume Call Center. A fun and easy way to initiate training is via games. Managed the National Office Tax School Inquiry Call Center and the Corporate Call Center - responsible for hiring and payroll. Facilitated weekly vendor conference calls and monthly departmental strategic planning meetings. Reduced employees attendance issues through incentives and corrective actions. Ensured adherence to all industry and PAREXEL quality standards through accountability for customer satisfaction. Worked directly with workforce management to develop and implement any necessary changes to meet or exceed regulated serviced levels. Developed a Supervisory work process that ensures optimal call center performance and provided continuous professional development. So, in this article, we'll go deeper than that. Trained all sales associates in the 800 Loan Yes, Direct Mail and Internet Sales groups. Worked closely with supervisors to ensure that the call center staff members always attempted to meet and exceed the corporate goals. Instituted and enforced company policies. Completed performance reviews of supervisory staff. Responded to all small business owner's calls as they related to statement billing and technical support using Gold Mine software. Managed Call Center of 4 people for 6 branches while also holding the title of Human Resources Manager. They also recognize and embrace conflict and use a win-win approach. They manage politics within the organization and develop strategies for both the company's competitive advantage and to establish a framework for positive growth. Researched, created and implemented documents to improve workforce processes and facilitate information flow. Completed system maintenance on Dictaphone system. Worked with QA and Training Manager on creation of a corporate new manager training program. Provided ongoing feedback to supervisors and interviewers; provided professional development opportunities for employees. In addition, off-site agents can often be better trained because the automated training systems can be set to allow zero tolerance for performance deviations. Here 8 highly-effective contact center management strategies. Needed Leadership Skills for Call Center Management. Analyzed the customer complaints and worked in the root cause of each case to ensure effective and long-term problem resolution. Created and maintained all SLA's, reporting, performance measurements and personnel evaluations. For more tips on handling conflict, read this article on 10 Tips for Being a More Courageous Contact Centre Manager. 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