Call Center Supervisor Resume Examples

Call Center Supervisor
Managed greater than thirty (30) name middle sellers inside the Retiree Markets unit (Me  LifeCell review s  dicare advantage plan).

Insured implementation of name middle policies, operations and performance requirements were understood and followed by using retailers.
Performed statistical evaluation for each character agent offering education to insure adherence to assertion of labor.
Developed method efficiencies to enhance fine, moving my crew’s performance from 90% to 96.25%
Candidate Info
29
Years In
Workforce
4
Years
At This Job
Computer Technology, Architecture
2
Call Center Supervisor
Coach all name middle employees including 20-22 reps. Not to exclude schooling new and present Reps on paintings order structures along with Maximo, IBM’s CMIC and Tabeware, 360 Facilities, EMS, MyGlobal Facilitator, Angus, FMP

Manage, procedure, and evaluate timesheets, payroll, and day by day attendance of Call Center employees.
Responsible for Annual Employee Reviews and Evaluations for Call Center Reps.
Generated preventative preservation, performed, and reviewed all account audits and monthly operating reviews for 8 numerous customers.
Monitor all device output to make sure the integrity and satisfactory of every record
Maintained all methods and satisfactory of work in the branch. Practiced and enforced all safety and safety tactics.
Candidate Info
20
Years In
Workforce
7
Years
At This Job
HS
High School Diploma
3
Call Center Supervisor
Successfully managed a group of up to forty personnel

Monitored calls and furnished comments throughout coaching sessions
Implemented effective customer support strategies
Formulated and carried out a success sales techniques
Set income goals for the crew and supplied education to ensure achievement
Managed worker payroll and scheduling.
Candidate Info
four
Years In
Workforce
three
Years
At This Job
Business Management
4
Call Center Supervisor
Supervised call center representatives in corporations of 20 or more 24X7 at 311 Call Center

Dispatch emergency personnel to primary incidents affecting citizens (i.E. Building Collapse)
Established size equipment to measure and monitor requires best warranty
Evaluated patron survey data and prepared technique development recommendations
Monitored and evaluated CSR performance to guarantee best carrier, professionalism and courtesy, and discover movements that could improve call first-class and consumer pride
Candidate Info
18
Years In
Workforce
2
Years
At This Job
five
Call Center Supervisor
Responsible for overseeing a body of workers of 18 customer support representatives for the Medicare Benefits Coordination and
Recovery Center for considered one of the largest healthcare corporations in the u . S ..

Administered all components of the Medicare BCRC Call Center to make certain compliance with the BCRC settlement provisions associated with the proper dealing with and timely processing of incoming telephone calls and correspondence.
Utilized Workforce Management equipment to ensure time table adherence of group of workers for daily cellphone coverage.
Reviewed man or woman production, work quality, performance management and initiating corrective movement as wanted.
Maintained attendance sheets and getting ready weekly payroll input and monitored personnel’s adherence to time table.
Candidate Info
13
Years In
Workforce
2
Years
At This Job
C
Medical Assistant
6
Call Center Supervisor / Coach 2
Developed client care and mortgage servicing teammates the use of Building Solid Relationships (BSR) Coaching Methodology in weekly training sessions. Analyzed data to uncover man or woman teammates’ strengths and possibilities.

Reviewed calls for developments, making sure teammate supplied exceptional carrier and observed policies, tactics, and regulatory compliance. Provided verbal and written feedback.
Created movement plans primarily based on exposed strengths and opportunities observed through remark and records.
Met or surpassed KPIs including AHT, sales, purchaser surveys, inner exceptional tracking, and adherence via weekly improvement.
Developed and delivered Exceptional Service name education application.
Assisted with development and implementation of Employee Recognition Program for Nashville Center for last 2 years, raising employee engagement
Designed and implemented Service and Sales incentive applications, increasing group income via 25% in much less than 1 12 months.
Assisted in introduction of the Balance Transfer refresher deck in 2008, growing balance transfers during LOB.
Nominated and offered for Chairman’s Team Award in 2009.
Candidate Info
15
Years In
Workforce
11
Years
At This Job
Mass Communications
7
Call Center Supervisor
Supervised and coordinated all procedures and sports within the Call Center ensured organizational recommendations are followed in the shipping of calls to physicians, other medical personnel, administration and assist team of workers.

Ensured staffing is suitable relative to the unit’s volume of work
Held regularly scheduled team of workers meetings to offer a forum for open verbal exchange and hassle decision and to make sure each day desires had been met.
Took element within the interviewing, hiring, training and evaluation method.
Resolved proceedings as it pertains to the Call Center.
Participated in numerous tasks as assigned as well as Performed all other duties as directed through supervisor.
Candidate Info
7
Years In
Workforce
2
Years
At This Job
AA
Business Management
8
Call Center Supervisor
Supervised a body of workers of 20 Bilingual Representatives in a fast-paced excessive call extent Call Center environment.

Ensured client pleasure via monitoring staff to make certain compliance with organization regulations and tactics.
Provided and documented performance feedback through day by day, weekly and monthly one-on-on classes, performance opinions and aim putting.
Responsible for recruiting, coaching, mentoring, motivating, terminating and developing a crew of customer support representatives while ensuring optimal productivity.
Candidate Info
23
Years In
Workforce
4
Years
At This Job
MS
Psychology, Human Relations
9
Call Center Supervisor
Supervised 18 direct reports, such as performance tracking, improvement, and duty

Responsibility for name center facts tracking and protection of the reporting tools
Member of the interview crew and responsible for the choice and training of recent-hires
Monitored the call excellent via CMS data and stay call audits
Took escalated calls, for you to make certain issue decision and customer pride
Researched third-party paintings orders and recovered $2 Million bucks back to the business enterprise
Presented all associate recognition within the areas of overall performance, duration of provider, and venture of completion
Candidate Info
19
Years In
Workforce
nine
Years
At This Job
10
Call Center Supervisor
Responsible for main, supervising and educate a workforce (in-house and work at home) of fifteen to seventeen pals, inclusive of month-to-month performance critiques.

Analyze statistical call middle metrics and reviews, recognized regions to enhance, applied measures that advanced service ranges and finished crew targets.
Execute the nice assurance software even though monitoring and audits. Set clean performance expectations with group and speak efficiently how overall performance goals are related to agency dreams.
Monitor crew carrier overall performance on a real-time and ongoing foundation to ensure centered goals are achieved.
Create and broaden plans to ensure team achieves enterprise objectives. Provide constructive remarks and acquire improvement commitments from team of workers.
Lead and/or attend conferences and go useful groups for numerous coverage and system improvements.

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