Why this resume works
- Quantifies accomplishments: By pulling actual measurable achievements from the resume, like increasing customer satisfaction by 15% and reducing call handling time by 20%, the applicant effectively showcases their impact and value.
- Showcases career progression: The applicant’s career progression is evident as they advance from senior customer service representative to team leader, showing a clear path of growing responsibility and leadership.
- Highlights industry-specific skills: Administrative skills like quality assurance and training development, important in the call center industry, are highlighted throughout the resume, showcasing a strong fit for sector-specific roles.
More Customer Service Resume Examples
These customer service resume samples will guide you in crafting a resume that attracts employers.
Customer Service Associate
Why this resume works
- Centers on academic background: The applicant’s education section paints a strong academic foundation, showcasing degrees in business and communication that support their customer service career path.
- Effective use of keywords: By weaving in terms like “CRM tools,” “customer satisfaction”, and “retention rates,” the applicant smartly uses keywords to pass applicant tracking systems (ATS).
- Puts skills at the forefront: Listing skills prominently aligns with a skills-based resume format, making core competencies stand out for entry-level roles.
Contact Center Director
Why this resume works
- Points to measurable outcomes: By reducing average handling time by 15% and boosting customer satisfaction, the applicant showcases their ability to deliver measurable improvements in contact center performance.
- Demonstrates language abilities: Language skills improve cross-cultural communication, important for international customer service roles.
- Displays technical expertise: Implementing AI tools for service quality highlights technical expertise, complemented by certifications such as Certified Contact Center Management.
Representative
Why this resume works
- Showcases impressive accomplishments: Incorporating quantifiable achievements like boosting customer satisfaction by 20% reflects senior-level performance.
- Maximizes readability: The effective use of whitespace and clear section headings help ATS and recruiters quickly scan the resume.
- Focuses on work history: The applicant effectively emphasizes an extensive work history, detailing roles from sales associate to representative.
Call Center Team Leader Resume Template (Text Version)
Jane Smith
Minneapolis, MN 55410
(555)555-5555
Jane.Smith@example.com
Professional Summary
Experienced call center team leader with a Master’s in Business Administration, adept at leadership and customer service. Proven track record in increasing customer satisfaction and reducing call handling times while overseeing quality assurance and team training.
Work History
Call Center Team Leader
Prime Service Solutions – Minneapolis, MN
July 2023 – July 2025
- Led a team of 20 call center agents
- Increased customer satisfaction by 15%
- Implemented new training programs
Customer Service Supervisor
Allied Communication Services – Minneapolis, MN
July 2021 – June 2023
- Supervised a team of 10 agents
- Reduced call handling time by 20%
- Developed quality assurance metrics
Senior Customer Service Representative
NextGen Support – Cedar Valley, MN
July 2019 – June 2021
- Handled high-priority client accounts
- Achieved 95% resolution rate
- Conducted training for new hires
Skills
- Leadership
- Customer Service
- Conflict Resolution
- Team Management
- Quality Assurance
- Training and Development
- Performance Metrics
- Communication Skills
Certifications
- Certified Call Center Manager – Call Center School
- Customer Service Excellence – International Customer Service Association
Education
Master’s Business Administration
New York University New York, NY
June 2019
Bachelor’s Communication Studies
State University of New York New York, NY
June 2017
Languages
- Spanish – Beginner (A1)
- French – Beginner (A1)
- German – Beginner (A1)
Related Resume Guides
Advice for Writing Your Call Center Team Leader Resume
Discover our advice on how to write a resume for a call center team leader position and learn how to highlight your leadership skills, customer service experience, and ability to manage a dynamic team.
Write a strong professional summary
A professional summary is a short introduction at the top of a resume that helps hiring managers understand who you are. This summary is usually three to four sentences that highlight your experience, skills, and achievements. It’s best for people who already have work experience because it shows their professional identity and the value they bring to the company. This approach focuses on “what I’ve accomplished.”
In contrast, a resume objective states your career goals. It’s ideal for entry-level applicants, those changing careers, or people with gaps in their work history. Objectives focus on “what I aim to contribute,” helping those new to a field express their intentions.
Next, I’ll provide examples of both summaries and objectives tailored for different levels of experience.
Call center team leader resume summary examples
Entry-level
Recent business administration graduate with a focus on customer service management. Completed an internship at a leading call center, gaining foundational skills in team coordination and customer relationship management. Certified in contact center operations and eager to lead teams in delivering excellent customer service.
Mid-career
Experienced call center team leader with over six years of experience in managing high-performing teams within the telecommunications industry. Proven track record of improving team productivity by implementing effective coaching strategies and performance metrics analysis. Skilled in conflict resolution and employee development, dedicated to fostering an inclusive work environment.
Experienced
Seasoned call center team leader with a decade of experience driving success in large-scale customer service operations. Expert in strategic planning, workforce management, and process optimization to improve efficiency and customer satisfaction. Recognized for achieving significant improvements in key performance indicators through innovative leadership and data-driven decision-making.
Call center team leader resume objective examples
Entry-level applicant
Dedicated individual with strong communication and problem-solving abilities seeking a call center team leader role to foster an efficient and supportive team environment. Excited to contribute by guiding team members toward delivering excellent customer service and achieving organizational goals.
Career changer
Experienced retail professional transitioning into call center leadership, bringing extensive experience in team coordination, customer engagement, and conflict resolution. Aiming to use transferable skills to inspire teams, streamline processes, and improve customer satisfaction in a fast-paced call center setting.
Recent graduate
Resourceful business administration graduate aiming for a call center team leader position to apply academic knowledge of management principles and interpersonal dynamics. Committed to building a cohesive team atmosphere while ensuring seamless operations and positive client experiences.
Make your resume stand out with our Resume Builder. Choose a template, add your call center skills, and get a professional-looking resume fast!
Include relevant certifications and training
Listing certifications and training for a call center team leader shows you’re ready to take on the role. These credentials highlight your skills and knowledge in leading teams, problem-solving, and managing operations effectively.
Certifications can set you apart from others by showing your commitment to learning and improvement. They are especially important in technical fields where constant updates and training keep you ahead.
- Call center management certification
- Communication skills training
- Leadership development program
- Customer service excellence certification
- Conflict resolution workshop
Having these certifications makes sure you’re prepared for the challenges of being a call center team leader. They show that you’ve learned important skills needed to guide your team successfully. Including them prominently on your resume can make a strong impression on potential employers.
Example of a certifications section
Certified Call Center Manager (CCCM)
Issued by: Purdue University Global
Issued 2022
Customer Service Excellence Certification
Issued by: International Customer Service Association (ICSA)
Expires 2025
Call Center Leadership Certificate
Issued by: University of Phoenix
Issued 2021
Certified Contact Center Supervisor (CCCS)
Issued by: Contact Center World
Issued 2023
ITIL Foundation Certification
Issued by: AXELOS Global Best Practice
Expires 2026
Pick a polished resume template that effectively showcases your qualifications while ensuring your resume passes ATS scans.
Showcase your work experience
Your work experience helps employers see what you’ve done before and how you can help their company. Start with your most recent job and work backward. For each job, include your job title, the name of the employer, where it was located, and when you worked there so hiring managers can quickly understand your career path.
Use action words to describe what you’ve done in each role. Instead of saying “responsible for,” try words like “led,” “improved,” or “managed.” It’s even better if you can add numbers to show what you’ve accomplished. For example, say “increased customer satisfaction by 20%” or “reduced call wait times by 15%.” These details make your achievements clear and impressive.
Remember to list core responsibilities that match this role. As a call center team leader, talk about managing teams, improving performance, training staff, solving customer problems, and using data to make decisions. Keeping these points in mind will help paint a strong picture of your skills and successes for any potential employer looking for someone experienced in leading call center teams.
5 call center team leader work history bullet points
- Led a team of 15 call center agents, improving customer satisfaction scores by 25% through targeted coaching and performance reviews.
- Developed and implemented new training protocols that decreased average handling time by 20%, boosting operational efficiency.
- Conducted weekly strategy sessions, resulting in a 30% increase in first-call resolution rates within six months.
- Managed scheduling and resource allocation to ensure optimal coverage during peak hours, reducing wait times by 40%.
- Facilitated cross-departmental collaboration to streamline processes, contributing to a 15% reduction in overall call center costs.
Choose a resume format that clearly highlights your skills in managing tools, dashboards, and data-driven decisions to make your expertise shine.
Match your resume with the job description
Tailoring resumes to job descriptions is key because it helps job seekers stand out to employers and pass through ATS. ATS scans resumes for specific keywords and phrases from job postings, ensuring that only the most relevant applicants are considered.
An ATS-friendly resume incorporates keywords and phrases from the job description. By including these terms, which align with your skills and experience, you increase your chances of getting noticed by hiring managers.
To identify keywords from job postings, look for skills, qualifications, and duties mentioned repeatedly. For example, if a call center team leader role frequently mentions “team leadership,” “customer service,” or “performance metrics,” use these exact phrases when you customize your resume.
Incorporate these terms naturally into your resume content. For instance, rewrite “lead a team of customer service representatives” as “led a team of customer service representatives to achieve performance metrics and improve customer satisfaction.”
Targeted resumes improve compatibility with ATS by ensuring that your application includes the necessary keywords employers are looking for.
Don’t let ATS software stop you from getting your dream job! Our ATS Resume Checker makes sure your resume is formatted right and has the necessary keywords.
FAQ
Do I need to include a cover letter with my call center team leader resume?
Yes, adding a cover letter with your call center team leader resume can be beneficial.
A cover letter lets you showcase your leadership skills and share how you’ve successfully led teams to hit targets or boost customer satisfaction.
It also gives you the opportunity to touch on specific experiences, like managing high-pressure situations or implementing conflict resolution strategies, that make you a strong fit for the role.
Highlighting relevant achievements, such as cutting down wait times or improving team efficiency, can show your value to potential employers.
Consider using tools like a Cover Letter Generator or reviewing cover letter examples tailored for leadership roles in customer service to create a compelling introduction.
How long should a call center team leader’s resume be?
For a call center team leader, aim for a one-page resume to showcase key skills like leadership, communication, and problem-solving. Focus on your experience in team management and delivering excellent customer service.
If you have significant experience or impressive achievements, using a two-page resume is fine. Make sure every detail highlights accomplishments that show how you’ve led teams to meet goals and boost customer satisfaction.
Check out our guide on how long a resume should be for tips on choosing the best length for your career level.
How do you write a call center team leader resume with no experience?
To craft a call center team leader resume when you have no direct experience, emphasize transferable skills, highlight relevant achievements, and mention any leadership roles you’ve previously held.
Follow these tips to write a resume with no experience:
- Highlight transferable skills: Emphasize communication, problem-solving, and conflict resolution. These are critical in a call center environment and show readiness to lead a team.
- Showcase leadership experiences: Include any instances where you led a group or project. Mention responsibilities like organizing events or managing small teams during school projects or volunteer work.
- Emphasize relevant achievements: If you’ve received recognition for teamwork, customer service, or efficiency in previous roles (even outside call centers), include these achievements as they demonstrate your capability to excel in similar environments.
- Include educational background: Detail any courses or workshops related to customer service, management, or communications. This shows your dedication to learning important aspects of the role.
Tailor your resume with specific examples that align with the responsibilities of a call center team leader. This approach will help present you as a strong applicant even without direct experience.
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Call Center Team Leader
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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