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Call Center Team Leader Resume Samples
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0-5 years of experience
Led a 48-person international call center in support of a $4B Employee Stock Purchase Plan administrator and provided first-level support for a global client base throughout the U.S. and overseas.
- Supported Expense Processing, budgets and employee appraisals while assisting with Inter-voice transactions via voice mail, telephone, and PBX systems.
- Maintained QA standards for staff, ensured calls were compliant with firm standards, escalated issues as needed, and maintained communication with customers and management teams.
- Trained staff and monitored progress for the extent of their probationary period while achieving high levels of productivity, handling 700+ calls weekly during off-season, and averaging 100+ calls daily in peak season.
- Promoted to handle additional responsibilities as Special Projects Coordinator, for new Proxy Voting product, providing expert guidance to Mutual Insurance Company’s customers.
- Maintained a 98% success rate, Group 5 scores, and exemplary feedback from the client base.
10+ years of experience
Designed and implemented a national Call Center department to support the company’s sales force.
- Reduced DSO by identifying and resolving invoice and shipment errors.
- Trained and supervised associates.
- Collected $8.5 to 9 million a month in accounts receivable within net 30 day terms.
- Applied customer payments to invoices.
0-5 years of experience
Lead a team of 25 to 30 technicians that supported the users of the United Parcel Service’s online software in a call center environment.
- Created a guideline for mentors, who aided individuals in making the transition from the classroom to the phones.
- Performed daily floor management of the call center which consisted of a total of 150 employees.
- Conducted monitors to evaluate technicians’ performance.
0-5 years of experience
Directed team of 20 Web Sales representatives to exceed performance expectations.
- Analyzed team and individual statistics; prepared reports; devised and implemented incentive programs to improve metrics while maintaining Quality.
- Performed call monitoring and provided trending data to the site management team on a Day- to -Day bases.
- Provided performance coaching and implemented strategies for career development.
- Used quality monitoring data management system for compiling and tracking performances at team and individual levels (Call-Miner)
- Ensure that client and provider issues are dealt with in a timely manner.
6-10 years of experience
Educated both business and mass market customers on bank policies and procedures
- Oversaw 12-15 service representatives
- Performed in the top 5% of the staff by handling 150-200 calls daily
- Consistently achieved and exceeded department crossing-selling goals
- Researched third party inquiries to determine customer eligibility for credit
0-5 years of experience
Guidance and supervision of 12-17 call center employees in a blended environment. Coached, motivated, trained, developed and guided employee performance through a variety of mechanisms such as observations, metrics analysis and feedback devices. Utilized strong knowledge of customer systems, and leadership skills to oversee and guide employees to meet performance and customer service objectives.
- Administered performance management by diagnosing improvement opportunities, provided effective feedback, trained and utilized corrective action plans to meet operational objectives.
- Determined problem areas to recommend revised policies and procedure for the Call Center and monitor calls to determine customer service needs.
- Handled complex calls, conduct special research and complete impromptu assignments to respond to interagency and day to day operational issues.
- Conducted team meetings on policy and procedure and training staff on legacy applications.
0-5 years of experience
Provided leadership and workforce development to a center with 25+ employees
- Identified development opportunities using quality assurance (call monitoring) and provided ongoing training, coaching, and mentoring on an as needed basis
- Streamlined departmental operations and training processes, increasing efficiency and harmony
- Identified operational risks and made documented changes to departmental policy and procedure
- Provided performance reviews and developmental feedback on a monthly/quarterly/annual basis
- Analyzed data to identify trends and behaviors from a performance standpoint and made recommendations for improvement.
0-5 years of experience
Diversified and broad-based business and media production responsibilities
- Exceeded all projected sales goals and objectives, contributing to company’s $44M annual sales
- Spearheaded initiatives geared to meeting $4,000/hour sales production
- Entrusted with control of huge inventory; ordering, storage, cataloguing
- Led staff in planning and implementing four-hour blocks of live TV
- Recognized for generating $65,000 in one hour, superseding previous company sales record
6-10 years of experience
Coached and developed a team of 15 – 20 Customer Sales & Service Representatives to help them achieve significant improvements in sales and productivity
- Provided each team member with constructive feedback to ensure they would exceed monthly goals
- Wrote individual developmental plans for my team, as well as, mid-year and year-end appraisals
- Assisted my team with complex service orders and recommended corrective action to address customer issues
- As a member of the CCI (Customer Care Index) was instrumental in changing the customer’s perception and opinion of [company name] regarding inquiry and provisioning from Satisfactory to Outstanding. The team created action plans to increase CCI awareness among the representatives, and developed strategies for the Team Leaders to follow so our Call Center would continue to exceed customer’s expectations
- Monitored calls to observe employee’s demeanor, technical accuracy and conformity to company policies
- Solicited recommendations from subordinates on ways to improve efficiency
- Successfully created and implemented weekly sales contests for Call Center of approximately 200 representatives, as incentive to upgrade customers’ accounts and grow revenue for [company name]
- Recognized by New York Central Director for increasing my teams sales & productivity results by 25% and was awarded a trip to Orlando, Florida as a Diamond Club Member
- Won various Call Center contests for exceeding set sales goals
- Volunteered to help spearhead a new department within Call Center, which focused on providing [company name] Customers with Elite Service. This assignment required merging representatives from various offices and extensive training.
0-5 years of experience
Agent performance monitoring; Credit card activation; Team quality assurance monitoring; Handled customer relations and problem resolution; Promotion of suggestive selling to advance team sales.
- Increased team sales during time at company
- Team maintained the best attendance and performance of evening shift
- Resolved 90% of customer issues threatening to cancel their service
6-10 years of experience
Recruited to maintain the highest level of customer service by enhancing representatives’
customer service capabilities.
- Provided oversight, direction and performance management to call center representatives
- Supervised 12-15 service specialists; conducted side-by-side and remote call monitoring
- Conducted monthly one-on-one meetings, coaching on performance and assisting with career
0-5 years of experience
Responsible for team sales goals
- Team set record of $ 6.5 million in sales 2007 up 101%
- Created and maintained telephone scripts for sales agents
- Closed highest percent of leads sent by lead generators on team
- Set company record for most sales closed by one individual $ 1.5 million up 87%
- Held company weekly sales record of over by over 22%
- Surpassed monthly quota every month
0-5 years of experience
Responsible for overall service line metrics including call center abandonment rate, volume penetrated, phone screens, and quality assurance goals.
- Met with agents routinely and provided coaching to ensure performance adherence including individual goals and attendance/behavioral issues.
- Utilized call center software to upload daily calls, adjust call out volume, observe agent productivity, and manage appropriate volume levels.
- Directly responsible for hiring, interviewing, and coaching top performers and maintaining a high standard of moral for the department
- Implemented tools utilizing all Microsoft programs to assist in reporting out on the business unit – including recommendations, agent performance, overall call center performance and recruiting updates.
- Conducted quality audits on agents to ensure HIPAA guidelines, company procedures, and great customer service were demonstrated during the call
0-5 years of experience
Responsible for Day to day operation of the Call Center.
- Managed ACD metrics and methodology, including reporting to Sr. Management.
- Held key role in system conversion this year to COCC.
- Trained 39 support staff throughout the bank to join call center in a support role during conversion.
- Wrote and implemented business procedures and test cases.
- Trained and motivated staff through department incentives for sales/referrals
0-5 years of experience
Handled a high influx of inbound calls within a dynamic call center environment.
- Managed multiple employees and maintained effective results in a quota driven workplace.
- Responded to customer inquiries and requests and resolved issues efficiently and professionally.
- Exercised strong interpersonal communication skills with customers and department personnel.
- Enhanced organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
0-5 years of experience
answering incoming call while providing customer service, and employee staffing for senior management.
- Received 80-125 calls a day, answering telephone inquiries and explaining telephone bills to customers.
- Developed and presented monthly reports for management
- Responsible for in service training.
- Call center leader for 150 employees; provided technical and managerial oversight to complete three project cycles- developing concept and strategies; defined scope, procedures and objectives; procured and coordinated resources and implemented attendance plan.
- Received and responded to applicant’s inquiries and complaints via in person, telephone, email, fax and letters; initiated appropriate actions necessary to address and resolve issues.
- Established rapport with customers and made important decisions related to business; handled customer escalations and complaints.
- Designed and conducted numerous staff development programs using wide variety of teaching consultants: motivational techniques, and implementation strategies to engage participation in active learning in a call center environment.
- Conducted Leadership and Mentoring Program; Coach and Management, Performance Coaching, Labor relations and Communications.
6-10 years of experience
Recruited to maintain the highest level of customer service by enhancing representatives’
- customer service capabilities.
- Provided oversight, direction and performance management to call center representatives
- Supervised 12-15 service specialists; conducted side-by-side and remote call monitoring
- Conducted monthly one-on-one meetings, coaching on performance and assisting with career
- development.
0-5 years of experience
- Served as customer service representative for six months.
- Promoted to Evening Call Center Team Leader in December of 1999.
- Ensured all calls, online chats and emails are answered within established company metrics.
- Performed weekly quality assurance checks on all customer support representatives to maintain our high quality customer service standards.
- Responsible for closing call center nightly and securing entire company headquarters.
0-5 years of experience
Managed staff of 4 employees to coach, develop, train and evaluate to meet or exceed performance standards
- Established and maintained measuring necessary to performance and goal achievement
- Worked closely with bankers to provide consistent assistance on operational issues
- Involvement in management expectations, goal setting and leadership
- Created and analyzed production goals and workflow objectives
- Created tracking system for agents and bankers
0-5 years of experience
- Managed 18 agents
- Consistently met or exceeded goals and objectives
- Ensured agents complied with all Company policies and procedures.
- Conducted Agent training classed
- Coordinated new employee transitions
- Collaborated with other Team Leaders, within local and remote call centers, to
0-5 years of experience
Managed staff of 4 employees to coach, develop, train and evaluate to meet or exceed performance standards
- Established and maintained measuring necessary to performance and goal achievement
- Worked closely with bankers to provide consistent assistance on operational issues
- Involvement in management expectations, goal setting and leadership
- Created and analyzed production goals and workflow objectives
- Created tracking system for agents and bankers
Call Center Team Leader Duties and Responsibilities
Call center team leaders are lower-level managers who aim to get the best performance possible from those under their charge. They typically report to a customer service director or contact center manager. To maximize productivity and quality customer care, call center team leaders perform a range of primary duties. Among the most common are:
Handling Daily Operations Call center team leaders are hands-on leaders. They make sure correct procedures are followed and routinely give directions to their staff on what to do and how to improve. When an employee needs help dealing with customer concerns, call center team leaders may step in, offer advice, or authorize a special adjustment. Scheduling workers to ensure adequate coverage is also one of their duties.
Motivating Responding to customer concerns can be challenging or monotonous at times. Call center team leaders encourage their charges to take their positions seriously and work hard to build a loyal customer base. They set goals for them to achieve as a way to spur performance and to measure effectiveness.
Hiring and Training Staff With a firm grasp of what their company wants from its customer service team, call center team leaders may be responsible for recruiting, interviewing, and hiring candidates. They then get these new team members up to speed on duties and expectations.
Evaluating Performance Call center team leaders monitor how both their group and its individual employees are performing. They think of ways to increase productivity and customer satisfaction. Their observations may be documented in written reports submitted to higher management.
Seeking Feedback Good leaders know that those “in the trenches” often have interesting ideas and perspectives. Call center team leaders ask their staff for input on how to increase productivity and better serve clients.
Call Center Team Leader Skills
Working to build knowledgeable, efficient teams requires outstanding leadership. Call center team leaders must be excellent communicators who can clearly direct others while maintaining their morale. As they work to assemble teams capable of building solid relationships with those who buy or use their company’s products and services, call center team leaders need the following skills:
- Bringing out the best in others to achieve maximum performance
- Following through on inquiries and projects to ensure completion
- Managing the performance of others seriously but tactfully
- Exhibiting patience in order to appease the most difficult clients
- Committing to exceptional customer service
- Multitasking with ease to handle the needs of various reps at the same time
Call Center Team Leader Education and Training
Call center team leaders are expected to have a high school diploma. Frequently, they also possess a college degree and have taken courses in business, management, and communications. Knowledge of a second language and good computer skills can enhance job prospects. The résumés of aspiring call center team leaders usually contain a good amount of previous experience in other types of customer service roles.
Call Center Team Leader Resources
If you believe becoming a call center team leader might be a good career move, check out the following books and organizations for further information: National Association of Call Centers – Known as “The Leading Voice for the Call Center Industry,” this nonprofit established in 2005 works to educate members and further advance best practices in the field.
Contact Center Network Group – CCNG is “a community that has been breaking down barriers to enhance the contact center industry since 1991.” Members are encouraged to share information with one another in an effort to help all learn about exceptional customer care.
Customer Service Professionals – An informal networking group of customer service professionals, aspiring call center team leaders may want to consider joining it on LinkedIn. Chances are someone among the 150,000+ members will be able to answer your questions.
Call Centers for Dummies – Touted as “your friendly guide to profitable call center management,” reviewers agree that this book in the popular series is an “excellent resource” and “should be on your desk at all times.”
Call Center Rocket Science: 110 Tips to Creating a World Class Customer Service Organization – During the course of his career, this book’s author has managed more than 20 million incoming phone calls, so he definitely knows a thing or two about how call centers work. Here, he shares what he knows in a manner readers call “quick, funny and insightful.”
The Service Culture Handbook: A Step-by-Step Guide to Getting Your Employees Obsessed with Customer Service – Billed as a guide to “help customer service teams unlock their hidden potential,” readers give the book high marks for its straight-forward approach, real-world examples, and tangible activities. Toister was named one of the Top 30 customer service professionals in the world by Global Gurus and one of the Top 50 Thought Leaders to Follow on Twitter by the International Customer Management Institute.
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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.
