8 Call Center Manager Resume Examples for 2024

Creating a resume for a call center manager role means showcasing your leadership in customer support and operational efficiency. This article offers proven examples and targeted advice for highlighting your abilities in team management and problem resolution. Expect clear strategies to demonstrate your experience with KPIs, workforce management, and customer satisfaction—key areas scrutinized by recruiters in this field.

  Compiled and approved by Liz Bowen
  Last updated on See history of changes

  Next update scheduled for

At a Glance

Here's what we see in the top call center manager resumes.

  • Showcase Your Impact With Numbers: The best resumes show your impact with specific metrics. Include how you've increased customer satisfaction rates, call resolution speeds, reduced average handle times, and cut down on customer complaints.

  • Match Skills With Job Description: Include skills on your resume that you have and are also in the job description. Some important ones are workforce management, call center software proficiency, data analysis, performance metrics tracking, and customer service protocols.

  • Highlight Tech Savvy: Show you're up to date with the latest technology. Use phrases like familiar with CRM systems and experienced in VoIP to show you can handle current tools.

Positioning your education section

On a resume for a call center manager, your work experience should come first if you have been working for some time. Show your hands-on experience at the top as it presents your real-world skills. However, if you have recently finished an important course like a master's degree, then your education should be listed before your experience to explain a break from work. For those new to managing call centers, who recently graduated or are students, place your education first to show your readiness to apply fresh knowledge.

Understanding call center needs

For a call center role, it helps to show that you understand key metrics like average handling time or customer satisfaction score. Mention how you have managed or improved these in past roles. Also, include any experience with call center software as this shows you can adapt to new tools quickly.

Ideal resume length

Your resume should be one page if you have less than 10 years of relevant experience. This makes it easy for hiring managers to see your skills and experience quickly. For more experienced professionals, a two-page resume is good. It allows you to share your full range of work, especially if you have led projects or improved performance at a call center. Always aim to create a clear and concise resume no matter the length.

Leadership in a call center

A call center manager must be able to lead a team. Show your experience in training and motivating staff, and how you have handled high volume call periods. If you have experience in reducing staff turnover or improving team performance, make sure to include this on your resume as it demonstrates your leadership and ability to keep a team running well.

Get past resume screeners

When you apply for a job as a call center manager, your resume may first be read by a computer program. It is important to make your resume in a way that these programs, known as Applicant Tracking Systems (ATS), can read it well. Here are some tips to help you.

  • Use simple, clear job titles and words that match the call center field. For example, 'customer service' and 'team leadership' are good to include.
  • Make sure your resume has keywords from the job description. If the job asks for experience with 'performance metrics,' you should use that exact term.

Show your leadership skills

When you apply for a manager role at a call center, show you know how to lead a team. Your resume should make it clear that you can guide people and get good results. Here’s how to prove you can take on these tasks.

  • Highlight times when you led a team. Mention the number of staff you managed. For example, use a phrase like Managed a team of 25 customer service representatives.
  • Show when you worked with other leaders. Maybe you had to report to higher-ups or give them updates. Use terms like Regularly briefed senior executives on call center performance.
  • If your past work is different from managing a call center, find matching tasks. Maybe you coached people or checked on their work. Say something like Supervised quality assurance in a retail environment, ensuring customer satisfaction.

Key skills for call center managers

As a call center manager, your resume must show you have the right skills. Here's a list of skills you should consider including. Remember to only add the ones that match your experience and the job you want. You can list them in a skills section or weave them into your job descriptions to show how you've used them.

  • Customer service management
  • Performance analysis
  • Workforce management
  • Quality assurance
  • Training and development
  • Call center software (e.g., Zendesk, Five9)
  • Data analysis
  • Conflict resolution
  • Report generation
  • Crisis management

When adding these skills to your resume, it's good to include them in contexts that show you've achieved results. For example, you might explain how your expertise in quality assurance led to a 20% drop in customer complaints. Also, remember that many companies use Applicant Tracking Systems (ATS) to filter resumes. Including these specific skills can help your resume get noticed.

If you're unsure about which skills to add, look at the job description. It will often list the skills the employer values most. By matching your skills to the job, you help the employer see why you're a good fit for the role of a call center manager.

Show impact with numbers

When you apply for a call center manager role, showing your impact through numbers makes your resume stand out. Numbers help hiring managers quickly see the value you can bring to their team. Use clear metrics to highlight your achievements.

  • Consider how you have improved customer satisfaction. You might have increased the customer satisfaction score from 75% to 90% in a year. Think about how you can measure this change.
  • Look at how you have reduced wait times. Maybe you cut the average customer wait time from 10 minutes to 5 minutes. Show how many calls you handle on average and the efficiency you bring.

Think about how you have led a team. You might have managed a team of 20 agents and reduced staff turnover from 30% to 15% by improving training programs. Also, consider how you have saved costs, such as cutting down on call handle time, which could save thousands of dollars per year.

Lastly, if you have worked on projects, show the specific outcomes. For example, implementing a new call routing system that led to a 25% increase in call resolution efficiency. Always estimate and use the most accurate numbers you can when detailing your accomplishments.

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