22 October 2018
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Call Center Manager resume 1

Maxine Curry
Dayjob Limited
The Big Peg
120 Vyse Street
Birmingham B18 6NF
England
T: 0044 121 638 0026
E: info@dayjob.com


PERSONAL SUMMARY

Maxine drives a ‘quality first’ ethos within a Call Centre team. She has high levels of social confidence along with the ability to ask, tell and persuade staff to maximise their work rate and effectiveness. Possessing a clear understanding of call centre dynamics means that she is able to positively reinforce behaviours which build customer engagement. In her current role she manages a team of telephone interviewers who are working on research projects. As part of her job she actively gets involved in every aspect of operations and there is nothing that she does not notice under her watch. Her key skills include; business improvement, cost control, staff engagement and motivating telesales people to hit their targets. Right now she is looking for a suitable position with a company that is as committed to its employees as much as its customers.


CAREER HISTORY

Call Center Manager - Start Date - Present
Employers name - Location
Responsible for successfully managing contact centre employees.

Duties;

  • Recommending rewards and incentives to drive staff performance.
  • Randomly monitoring calls to make sure that they are being dealt with in a professional manner.
  • Handling calls for both new orders and enquiries about setting up accounts etc.
  • Managing a team of call centre staff.
  • Providing regular and constant feedback to staff.
  • Ensuring calls are answered in an appropriate manner.
  • Making sure all incoming calls are answered within set time limits.
  • Resolving problems over the phone.
  • Identifying areas that need to be improved within the call center.
  • Creating action plans for under-performing employees.
  • Training up new employees and arranging for them to be mentored by a more experienced colleague.
  • Making sure that all pre-written scripts are followed and that all conversations follow strict company guidelines.


JOB TITLE - Start Date - End Date
Employers name - Location

JOB TITLE - Start Date - End Date
Employers name - Location


KEY SKILLS AND COMPETENCIES

Professional

  • Able to deal with customer queries, requests, orders and complaints.
  • Improving staff retention rates.
  • Making sure that all communications are appropriate to customer needs.
  • Can instinctively identify capable telesales people.
  • Experience of selling insurance, loans and other financial products over the phone.
  • Energising people to do better.
  • Carrying out cost / benefit analysis.
  • Handling multiple tasks at once.
  • Identifying and delivering cost efficiencies.


Personal

  • A fast learner who can pick up new skills quickly.
  • Committed to furthering her own career in the call center industry.
  • Articulate, polite and well mannered.


AREAS OF EXPERTISE

Telesales
Stakeholder management
Lead generation
Managing change


ACADEMIC QUALIFICATIONS

University name  -  Degree details               Study Dates
College name      -  Qualifications                Study Dates
School name       -  Subjects / Grades          Study Dates


REFERENCES

Available on request.
 



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