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Call Center Supervisor Resume Samples
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0-5 years of experience
Managed more than thirty (30) call center agents in the Retiree Markets unit (Medicare advantage plan).
- Insured implementation of call center policies, operations and performance standards were understood and followed by agents.
- Performed statistical analysis for each individual agent providing coaching to insure adherence to statement of work.
- Developed process efficiencies to improve quality, moving my team’s performance from 90% to 96.25%
6-10 years of experience
Coach all call center employees consisting of 20-22 reps. Not to exclude training new and existing Reps on work order systems such as Maximo, IBM’s CMIC and Tabeware, 360 Facilities, EMS, MyGlobal Facilitator, Angus, FMP
- Manage, process, and review timesheets, payroll, and daily attendance of Call Center employees.
- Responsible for Annual Employee Reviews and Evaluations for Call Center Reps.
- Generated preventative maintenance, executed, and reviewed all account audits and monthly operating reports for eight various clients.
- Monitor all system output to ensure the integrity and quality of each report
- Maintained all processes and quality of work within the department. Practiced and enforced all security and safety procedures.
0-5 years of experience
Successfully managed a team of up to 40 employees
- Monitored calls and provided feedback during coaching sessions
- Implemented effective customer service strategies
- Formulated and implemented successful sales strategies
- Set sales goals for the team and provided coaching to ensure achievement
- Managed employee payroll and scheduling.
0-5 years of experience
Supervised call center representatives in groups of 20 or more 24X7 at 311 Call Center
- Dispatch emergency personnel to major incidents affecting citizens (i.e. Building Collapse)
- Established measurement tools to measure and monitor calls for quality assurance
- Evaluated customer survey data and prepared process improvement recommendations
- Monitored and evaluated CSR performance to assure quality service, professionalism and courtesy, and identify actions that can improve call quality and customer satisfaction
0-5 years of experience
Responsible for overseeing a staff of 18 customer service representatives for the Medicare Benefits Coordination and
Recovery Center for one of the largest healthcare companies in the country.
- Administered all aspects of the Medicare BCRC Call Center to ensure compliance with the BCRC contract provisions related to the proper handling and timely processing of incoming telephone calls and correspondence.
- Utilized Workforce Management tools to ensure schedule adherence of staff for daily phone coverage.
- Reviewed individual production, work quality, performance management and initiating corrective action as needed.
- Maintained attendance sheets and preparing weekly payroll input and monitored staff’s adherence to schedule.
10+ years of experience
Developed customer care and loan servicing teammates using Building Solid Relationships (BSR) Coaching Methodology in weekly coaching sessions. Analyzed data to uncover individual teammates’ strengths and opportunities.
- Reviewed calls for trends, ensuring teammate provided exceptional service and followed policies, procedures, and regulatory compliance. Provided verbal and written feedback.
- Created action plans based on uncovered strengths and opportunities discovered through observation and data.
- Met or exceeded KPIs such as AHT, sales, client surveys, internal quality monitoring, and adherence through weekly development.
- Developed and delivered Exceptional Service call training program.
- 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 programs, increasing team sales by 25% in less than 1 year.
- Assisted in creation of the Balance Transfer refresher deck in 2008, increasing balance transfers throughout LOB.
- Nominated and awarded for Chairman’s Team Award in 2009.
0-5 years of experience
Supervised and coordinated all processes and activities in the Call Center ensured organizational guidelines are followed in the delivery of calls to physicians, other medical personnel, administration and support staff.
- Ensured staffing is appropriate relative to the unit’s volume of work
- Held regularly scheduled staff meetings to provide a forum for open communication and problem resolution and to ensure daily goals were met.
- Took part in the interviewing, hiring, training and evaluation process.
- Resolved complaints as it relates to the Call Center.
- Participated in various projects as assigned as well as Performed all other duties as directed by manager.
0-5 years of experience
Supervised a staff of 20 Bilingual Representatives in a fast-paced high call volume Call Center environment.
- Ensured customer satisfaction by monitoring staff to ensure compliance with company policies and procedures.
- Provided and documented performance feedback through daily, weekly and monthly one-on-on sessions, performance reviews and goal setting.
- Responsible for recruiting, coaching, mentoring, motivating, terminating and developing a team of customer service representatives while ensuring optimal productivity.
6-10 years of experience
Supervised 18 direct reports, including performance tracking, development, and accountability
- Responsibility for call center data tracking and maintenance of the reporting tools
- Member of the interview team and responsible for the selection and training of new-hires
- Monitored the call quality through CMS data and live call audits
- Took escalated calls, in order to ensure issue resolution and customer satisfaction
- Researched third-party work orders and recovered $2 Million dollars back to the company
- Presented all associate recognition in the areas of performance, length of service, and project completion
0-5 years of experience
Responsible for leading, supervising and coach a staff (in-house and work at home) of fifteen to seventeen associates, including monthly performance reviews.
- Analyze statistical call center metrics and reports, identified areas to improve, implemented measures that improved service levels and achieved team objectives.
- Execute the quality assurance program though monitoring and audits. Set clear performance expectations with team and communicate successfully how performance goals are linked to company goals.
- Monitor team service performance on a real-time and ongoing basis to ensure targeted goals are achieved.
- Create and develop plans to ensure team achieves business objectives. Provide constructive feedback and obtain improvement commitments from staff.
- Lead and/or attend meetings and cross functional teams for diverse policy and process improvements.
0-5 years of experience
12-18 directs in a call center environment working within insurance operations. Ensures effective service quality for members and internal customers. Implements and manages achievement of strategic business plan. Applies principles and best practices daily to achieve total member satisfaction, telephone statistical, and corporate leadership goals. Sustains a continuous learning environment for all subordinates including oversight of performance trends for direct/indirect reports.
- Contributed to on time and budget goal for 2014 United Way fundraising program by serving as ambassador.
- Achieved Texas Personal Lines Insurance certification within first month of assuming role.
- Achieved promotion of two staff through delegation and coaching for development.
- Achieved Supervisor’s Matter Award by successful collaboration between management staff.
- Achieved top performing team for AAA Service Quality initiative by winning 5 out of 8 weeks.
0-5 years of experience
Trained call center staff in study requirements
- Managed and directed the daily activities of the HER/ Workflow Studies
- Monitored interviews, including coaching and counseling
- Managed inbound calls including
- Provided direct support to interviewers by answering questions and resolving issues
- Assisted with shift scheduling, monitoring attendance and provided coverage support
6-10 years of experience
- Supervised an average team of 8 Call Center Representatives in a fully automated call center.
- Monitored CSR’s in order to insure that all calls were handled in and accurate and professional manner.
- Resolved escalated calls,
- Conducted employee reviews, coaching and disciplinary action when necessary.
6-10 years of experience
- Created and implemented call center guidelines and procedures for internal use
- Created and implemented word and excel templates for managing demographic information
- Monitored and analyzed collected metric data specific to call center tasks in order to build predictive models for clinic volume expectations and build better tactics for focused success in overall productivity of mailings and cold calls
- Interviewed, hired and laid off call center staff when necessary
- Negotiated bonuses, raises and schedules on behalf of call center personnel
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Last edited by: Gabriela Barcenas, CPRW, Content Writer II -
Gabriela Barcenas
CPRW, Content Writer IIGabriela is a Certified Professional Resume Writer (CPRW) and career adviser. With 10 years of digital media experience and five years of resume writing expertise, her publication history includes fashion, education, travel, social justice, equitable design and career advice.
