7 Call Center Team Lead Resume Examples for 2024

Looking to step up as a call center team lead? This article will guide you on building a strong resume. We offer proven examples and strategic advice. Learn how to showcase your leadership skills, call center experience, and key achievements. Make your resume stand out to hiring managers.

  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 top call center team lead resumes.

  • Use Numbers To Show Impact: Show how you increased customer satisfaction by 25%, reduced average call handling time by 15%, raised first call resolution rates by 20%, and drove team performance improvement by 30%.

  • Include Relevant Skills: Include skills on your resume that you have and are mentioned on the job description. Some popular ones are CRM software, data analysis, performance metrics, workforce management, and quality assurance. But don't include all of them, choose the ones you have and are mentioned in the JD.

  • Show Leadership Experience: Talk about how you managed 15+ agents, led team meetings, and implemented new strategies. This shows you are ready to lead a team.

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Education section placement

Put your education section after your experience if you have been working for some time. However, if you completed a new academic program recently, like a master's degree or a relevant bootcamp, list your education first. This explains to employers why you may have been out of work.

If you are just starting your career or recently graduated, put your education section first. This helps employers see your qualifications and readiness for the role.

Highlight team leadership skills

To break into team lead positions in call centers, highlight instances where you led a team. Include bullet points showing how you managed conversion rates or customer satisfaction scores.

Mention specific software and tools you used for managing teams or tracking metrics, like CRM systems. This shows your ability to handle key tasks for this job.

Ideal resume length

The resume for a call center team leader should be precise and to the point. If you have less than 10 years of experience, aim to fit your information on one page. Focus on relevant leadership and customer service experience, as these are crucial for this role. Show your ability to manage teams and resolve customer issues effectively.

For those with more than 10 years of experience or several key leadership roles, two pages may be necessary. Use the extra space to detail your accomplishments in managing teams, improving call center operations, or how you increased customer satisfaction. Remember, clear and relevant information will always be better than filling pages with less important details.

Showcase customer service experience

For a team lead role in a call center, showcase any customer service experience. Specify how you resolved issues quickly and effectively.

Use metrics to show your success, such as reduction in call handling time or increase in customer satisfaction ratings.

Beat the resume bots

When you apply for a job as a call center team lead, your resume might first be read by a computer program called an Applicant Tracking System (ATS). It's important to make your resume easy for the ATS to read so it can show hiring managers you have the right skills.

Here are some tips to help your resume get noticed:

  • Use keywords from the job description. For example, include words like 'customer service' and 'team management' because these are likely skills a call center lead should have.
  • Make sure your job titles are clear and match common industry terms. Instead of saying 'Supervisor,' you might say 'team lead' if this is how the job you're applying for is described.

Match your skills to the job

When you apply for a call center team lead role, you need to show how your skills fit this job. Think about what you've done in past jobs that is like the work of a team leader in a call center. Focus on skills that help you work with people and manage tasks.

  • Include examples of when you solved customer issues, like 'Handled 30+ customer complaints daily, improving resolution time by 20%'.
  • If you have experience with managing teams, show this by saying 'Supervised a team of 15 call center agents'.
  • List any software you know that is used in call centers, for instance 'Experienced in using Zendesk and Salesforce for customer relationship management'.
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