Why this resume works
- Quantifies accomplishments: By highlighting accomplishments, such as a 30% efficiency boost, the applicant’s tangible impact in call center management is evident.
- Highlights industry-specific skills: Industry-specific skills like quality assurance and workforce management align with administrative skills needed for optimizing call center performance, emphasizing the applicant’s role fit.
- Illustrates problem-solving ability: Reducing customer complaints by 40% through QA, showcases problem-solving skills with innovative solutions in customer support settings.
More Customer Service Resume Examples
These customer service resume samples will help you craft a resume that stands out in the industry.
Customer Service Associate
Why this resume works
- Centers on academic background: Emphasizing an MBA in the education section highlights the applicant’s dedication to building a solid educational foundation early in their career.
- Effective use of keywords: Strategically using keywords such as “CRM” and “conflict resolution” helps the resume pass applicant tracking systems (ATS).
- Shows digital literacy: Implementing a new CRM system showcases computer skills, essential for modern workplaces.
Contact Center Director
Why this resume works
- Points to measurable outcomes: Delivering impressive results like improving call resolution time by 25% showcases the applicant’s impact through clear, measurable outcomes and a focus on tangible improvements.
- Includes a mix of soft and hard skills: By mixing strategic planning with interpersonal skills, the applicant balances technical know-how and communication, important for fostering successful team environments.
- Displays technical expertise: Holding certifications like Customer Experience Management reflects a solid foundation in technical expertise, important for implementing efficient processes and optimizing contact center performance.
Representative
Why this resume works
- Maximizes readability: The effective use of whitespace and clear section headings allows ATS and recruiters to quickly scan the resume.
- Showcases impressive accomplishments: By achieving a 95% retention rate, the applicant’s standout achievements reflect senior-level performance.
- Emphasizes leadership skills: Training five new team members yearly shows the applicant’s strong leadership skills.
Call Center Manager Resume Template (Text Version)
Hank Green
Eastside, WA 98002
(555)555-5555
Hank.Green@example.com
Skills
- Customer Relationship Management
- Team Leadership
- Data-Driven Decision Making
- Conflict Resolution
- Performance Analysis
- Quality Assurance
- Workforce Management
- Strategic Planning
Languages
- Spanish – Beginner (A1)
- French – Beginner (A1)
- German – Beginner (A1)
Professional Summary
Dynamic Call Center Manager with 8 years of experience improving efficiency and satisfaction. Proven track in enhancing team capabilities and reducing costs with strategic and data-driven decision-making expertise.
Work History
Call Center Manager
Solutions Connect Inc. – Eastside, WA
July 2022 – July 2025
- Increased team efficiency by 30% via training.
- Improved customer satisfaction scores by 15%.
- Reduced average call holding time by 20%.
Customer Support Lead
Prodigy Services Ltd. – Seattle, WA
June 2018 – June 2022
- Achieved customer retention rate of 85%.
- Streamlined support processes, cutting costs by 10%.
- Led team to resolve 95% of tickets in 24 hours.
Call Center Supervisor
TeleCom Solutions – Spokane, WA
July 2017 – May 2018
- Enhanced team productivity by 25% with new policies.
- Reduced customer complaints by 40% through QA.
- Maintained SLA compliance rate of 98% monthly.
Certifications
- Certified Call Center Manager (CCCM) – Call Center Professional Association
- Customer Service Excellence – Service Quality Institute
- Six Sigma Green Belt – Lean Six Sigma Academy
Education
Master of Business Administration Business Management
State University Bloomington, Illinois
May 2017
Bachelor of Science Communication
Springfield College Springfield, Illinois
May 2015
Related Resume Guides
Advice for Writing Your Call Center Manager Resume
Dive into our tips on how to write a resume for a call center manager position and discover how to highlight your leadership skills, customer service expertise, and knack for managing teams.
Write a strong professional summary
A professional summary is a snapshot of your career, introducing you to hiring managers and setting the stage for your resume. The summary uses action-oriented language to highlight skills and accomplishments, making a lasting first impression.
A professional summary focuses on showcasing your experience, skills, and achievements in three to four sentences. It’s ideal for those with significant work experience, like call center managers. This section aims to present your professional identity and value quickly.
In contrast, resume objectives focus on career goals and are suited for entry-level applicants or those changing careers. They emphasize what you aim to contribute rather than past accomplishments. Think of it as “what I aim to contribute” versus “what I’ve accomplished.”
Next, we will provide examples of both summaries and objectives tailored to different levels of experience.
Call center manager resume summary examples
Entry-level
Recent business management graduate with a focus on customer service and communication skills, eager to apply academic knowledge in a dynamic call center environment. Certified in customer service excellence and familiar with CRM software. Enthusiastic about fostering team collaboration and improving client satisfaction through effective problem-solving.
Mid-career
Experienced call center manager with over five years of expertise in leading teams to exceed performance targets in the telecommunications industry. Skilled in streamlining operations, improving customer engagement strategies, and implementing training programs for staff development. Recognized for achieving consistent high ratings in customer feedback and driving revenue growth through strategic inbound campaigns.
Experienced
Seasoned call center manager specializing in operational leadership and customer experience innovation across diverse sectors. Proven track record of optimizing workflows, reducing turnover rates, and spearheading technology upgrades to improve efficiency. Committed to mentoring teams toward success and fostering an inclusive workplace that aligns with company goals.
Call center manager resume objective examples
Entry-level
Aspiring call center manager with a background in customer service and team coordination, eager to leverage communication skills and leadership potential to improve operational efficiency. Committed to fostering a positive work environment and delivering exceptional support that drives customer satisfaction.
Career changer
Dynamic professional transitioning from hospitality management to call center management, bringing expertise in customer relations and staff training. Excited to apply managerial skills and a customer-focused approach to optimize call center operations and contribute to organizational growth.
Recent graduate
Ambitious business administration graduate seeking an entry-level call center manager role to use academic knowledge in business processes and team dynamics. Dedicated to developing strategies that improve service delivery while supporting team development in a fast-paced environment.
Organize your experience quickly! Use our Resume Builder to easily highlight your skills and achievements as a call center manager.
Include relevant certifications and training
Listing certifications and training shows your knowledge and skills. This can help you stand out when applying for jobs. Certifications show that you know how to manage teams, improve customer service, and use the latest technology. They also show that you’re committed to learning new things.
- Certified Call Center Manager (CCCM)
- Customer Service Manager Certification
- Six Sigma Green Belt Certification
- Project Management Professional (PMP)
- ITIL Foundation Certification
Having these certifications can make you more successful as a call center manager. They help prove that you have the skills needed to lead a team and improve the customer experience. Adding a certifications section on your resume can show employers you’re ready for the job.
Example of a certifications section
Certified Call Center Manager (CCCM)
Issued by: International Customer Management Institute (ICMI)
Issued 2022
Workforce Management Certification
Issued by: Society of Workforce Planning Professionals (SWPP)
Expires 2025
Customer Service Excellence Certification
Issued by: Customer Service Institute of America (CSIA)
Issued 2021
Call Center Quality Assurance Analyst Certification
Issued by: Quality Assurance and Training Connection (QATC)
Expires 2026
Leadership and Team Development for Managers
Issued by: Dale Carnegie Training
Issued 2020
Use professional resume examples from fellow call center managers to get ideas on showcasing your qualifications effectively.
Showcase your work experience
Highlighting your relevant work experience is key because it helps hiring managers connect your past roles with the call center manager position you’re aiming for. It shows what you’ve accomplished before and how you can tackle similar tasks in the future. List each job starting with the most recent one, including your job title, employer name, location, and employment dates to give a snapshot of your career path.
When detailing your duties and achievements for each role, use action-oriented language that emphasizes what you accomplished. Swap phrases like “responsible for” with “led” or “managed.”
Including measurable results shows employers the impact you’ve made; for instance, mention if you boosted customer satisfaction rates or cut down call handling time by a certain percentage. This gives employers a sense of the value you’ve added in previous positions.
In your role as a call center manager, concentrate on core responsibilities like team leadership, performance monitoring, and improving customer service. Point out specific skills such as managing staff schedules, training new employees, and implementing feedback systems to improve service quality.
By presenting these details clearly and effectively, you help potential employers gauge how well-prepared you are for the call center manager role.
5 call center manager work history bullet points
- Implemented a new customer feedback system, increasing call center satisfaction scores by 25%.
- Reduced average call handling time by 15% through targeted training programs and process optimization.
- Led a team of 50 agents in achieving monthly performance targets, resulting in a 20% increase in sales conversion rates.
- Developed a real-time reporting dashboard, improving management’s ability to monitor key metrics and make informed decisions.
- Coordinated cross-departmental initiatives, improving communication flow and reducing unresolved case numbers by 30%.
For call center managers, structure your resume using a resume format that highlights leadership skills, team management experience, and customer service achievements.
Match your resume with the job description
Tailoring resumes to job descriptions is essential because it helps job seekers stand out to employers and increases their chances of passing through ATS. To increase your odds, you should customize your resume for each position since ATS scan resumes for specific keywords and phrases from job postings.
An ATS-friendly resume includes keywords and phrases that match the skills mentioned in the job description. By aligning these terms with your own abilities, you improve your chances of catching the eye of hiring managers during the screening process.
To identify keywords from a job posting, pay attention to the skills, qualifications, and duties that are repeatedly mentioned. For example, if applying for a call center manager role, look for terms like “customer service,” “team leadership,” or “performance metrics,” and ensure these exact phrases appear in your resume.
Incorporate these terms naturally into your resume by rewriting relevant sections. For instance, if the job description says “manage customer service team,” you could write “managed a customer service team to achieve high satisfaction scores.”
By creating targeted resumes tailored to specific roles, you increase compatibility with ATS and significantly boost your chances of landing interviews.
Make your resume stand out and beat the bots with our ATS Resume Checker. It scans for important elements, helping you quickly boost your resume’s ATS score.
FAQ
Do I need to include a cover letter with my call center manager resume?
Yes, including a cover letter with your call center manager resume can make a strong impression on hiring managers.
It gives you an opportunity to highlight your leadership skills and explain how your experience aligns with the company’s specific customer service goals.
For instance, if the company emphasizes improving team performance or customer satisfaction rates, you can share examples of how you’ve successfully achieved similar outcomes in previous roles.
To start crafting one, use our Cover Letter Generator with professional templates and tailored content suggestions.
Focus on tailoring it to the job description while showcasing achievements like meeting call center KPIs or streamlining processes that improved efficiency.
How long should a call center manager’s resume be?
For a call center manager, aim for a sharp one-page resume that showcases your leadership abilities, team management background, and any wins in boosting call center metrics.
If you bring extensive experience or multiple key achievements, a two-page resume works too. Just make sure every point ties directly to improving call center performance. Focus on recent roles and give clear examples of how you’ve improved efficiency or customer satisfaction.
You can also check out our guide on how long a resume should be for more advice tailored to your career needs.
How do you write a call center manager resume with no experience?
If you lack direct experience, your call center manager resume should emphasize transferable skills, relevant education, and any related experiences demonstrating leadership potential.
For guidance on crafting an effective resume, check out these tips on resume with no experience:
- Showcase leadership skills: Highlight any situations where you’ve managed people or projects, even in non-professional settings like clubs or volunteer work. Focus on your ability to organize, lead teams, and resolve conflicts.
- Include relevant education or training: If you’ve taken courses in communication, customer service, or management, list these prominently. Mention any certifications in areas like customer relationship management (CRM) software.
- Emphasize communication and problem-solving abilities: Call centers rely heavily on these skills. Provide examples from past experiences where you’ve effectively communicated solutions or improved processes.
- Detail customer service experience: Even if not in a call center setting, any job where you interacted with customers is valuable. Discuss how you handled difficult situations and maintained client satisfaction.
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Call Center Manager
Elizabeth is a Certified Professional Resume Writer (CPRW) and a member of the Professional Association of Resume Writers & Career Coaches. She is committed to helping job seekers navigate the job market and succeed in their careers.
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