1622 West Street Grand Rapids, MI 49503 (123)-435-7083 firstname.lastname@example.org
To obtain a mid-level position as Call Center Supervisor in a well established call center that is in need of highly qualified supervisor who is able to give results with maximum benefits.
Summary of Qualifications
Ability to use computer software system for tracking performance of agents Ability to handle escalated calls and gather information for troubleshooting Extensive coaching and developing skills Knowledge training and supervising agents Knowledgeable in all MS Office Application and accessing the internet
Call Center Supervisor, January 2007- Present First Data Solutions, Houston, TX
Responsibilities Assisted in managing daily operations of the contact center. Interacted with varying levels of management, customers and staff for maximum performance of the center. Supported medium sized team to handle calls under supervision. Performed coaching, motivation, monitoring, performance feedback, and technical assistance. Identified problems or issues in processes and implemented solutions.
Call Center Executive – Mutual Fund, May 2004- December 2006 Logisticare Corp., Omaha, NE
Responsibilities Managed the daily operations and related processes of outsourced mutual funds call center. Conducted monthly operating reviews and updated reports. Monitored call qualities by evaluating recorded calls and listened to live calls. Coordinated various projects between multiple parties. Managed issue resolutions for mutual funds operational processes.
Master’s Degree in Business Management, 2004 Yale University
Bachelor’s Degree in Business Management, 2002 Yale University