Experience with employee development and management, Work closely with other departments within FramesDirect.com to ensure effective execution of new programs and offers, Negotiate and coordinate with vendors and suppliers, as needed, Excellent computer skills and proficient in Excel, Word, PowerPoint, and Outlook, Experience in customer service improvement in a call center environment, Demonstrated leadership in managing people and projects, Excellent interpersonal skills and a collaborative management style, A demonstrated commitment to high professional ethical standards and a diverse workplace, Ability to look at situations from several points of view and make good judgment calls, Persuasive/influential regarding details and facts, At least 5 years experience in operations management in call center and customer service management, Optical experience is preferred but is not required, Facilitates the development and implementation of goals and performance standards, Manages processes and projects that are aligned directly to operational goals and budgets, Works closely with the appropriate parties to implement high level quality and performance management initiatives, Ensures corporate initiatives are implemented to achieve optimum results, Establishes objectives, schedules, and cost data of business function being managed, Applies a comprehensive knowledge of a particular field of specialization to the completion of assignments, Directs, develops and implements appropriate changes in area(s) policy and procedures under the guidance of the Sr Manager and/or Director, Acts in a Liaison Capacity with other areas and business units to implement and communicate business strategy as it relates to Operations, Responsible for managing and oversight of training and reference materials including content, work instructions, and tools necessary for associates consumption, Identify, implement, participate, and lead process improvement initiatives, Manages or oversees new implementations for the business like expansions or integrations, Acts as a subject matter expert for the lines of business assigned, Required 5+ years of experience in a related field based on operational area, Required 2+ years experience in leading/supervising others, Preferred Other Previous experience in a healthcare environment, Required Other Strong experience in the areas of customer service and Call Center management at the leadership level, and a deep understanding of interrelationships between Call Center, Health Services, Provider Relations, Sales, Vendors, and Claims and their impact on the success of the health plan as a whole, Preferred 6 months of experience in Project management, Intermediate Ability to lead/manage others, Intermediate Demonstrated analytical skills, Intermediate Ability to drive multiple projects, Intermediate Demonstrated project management skills, Develops call center systems by developing customer interaction and voice response systems, and voice networks; designing user interfaces; developing and executing user acceptance test plans; planning and controlling implementations, Meets call center financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions, Perform any other duties as assigned to deliver impactful results and add value to the organization, At least 7 years of experience in Call Center management, and services delivery functions, Superior interpersonal and communication skill in English and Thai, both written and spoken, Understanding of point-of-sale payment terminals and solutions is a plus, Understanding of EDC payment terminal app is a plus, Understanding of the SQL or MS Access database is a plus, Provide proactive solutions to sustain and Timely Decision Making, Demonstrated ability to think strategically, turn information into effective strategies to support business needs, Demonstrates good judgment in selecting methods and techniques for obtaining solutions, Ability to work independently and within a team environment, Strong organizational and multitasking capabilities, Ability to work in a fast pace environment is a plus, Ability to work effectively in a complex and dynamic environment, Analytical skills to solve complex problems, Ensure callers are treated with courtesy while respecting the callers’ rights to privacy, Correctly enter data into software system to record transportation type, pickup time, appointment times, addresses, provider assigned, etc, Meet or exceed established performance requirements, Adhere to work schedule in order to handle the call volume and contractual requirements, Ensure compliance with state and regulatory requirements, Identify new opportunities for process development, Develop and implement interventions to address deficiencies and negative trends, Oversee and monitor performance and productivity standards for the department against contractual and corporate standards, Participate in recruitment efforts and training of Member Service Representatives and supporting staff as applicable, Maintain, develops and enforces department and company policies and procedures, Complete Monthly Coaching Sessions, Performance Evaluations, counseling and disciplinary actions in a timely manner, Conduct face to face interactions with members as needed, Participate on workgroups and/or committees at plan or enterprise level, Produces regulatory reporting, including execution of internal/external Corrective Action Plans, Participate in audits including but not limited to state, internal compliance, NCQA and HEDIS as applicable, Handles special projects or other duties as assigned, Minimum of 3 years call center operations supervisory or managerial or related experience, Experience working with regulatory agencies such as state, Federal agencies or NCQA, Experience working in managed healthcare or claims processing, Leads supervisors and agents in a positive and progressive manner while driving required production, Demonstrates proficiency in the navigation of the dialer, which includes, but is not limited to, facilitating assistance with agents log on's, monitors agents calls for script adherence and coaching agent on techniques to improve sales skills (minimum of five coachings per week required), looks up call history, monitors time zones, loads leads, and coaches and develops agents generally on script compliance to meet or exceed sales objectives, Aids the Floor Manager in coaching, training, and ensuring minimum weekly booking standards of each agent and team, Responsible for weekly supervisor accountability reports, Ensures legal compliance in all facets of operations, Manages supervisors and team members and provide supportive leadership for all aspects of operations, Maintains working knowledge of all company programs and resorts and is well-versed in all facets of the packages offered, Monitors agent calls for script adherence and coaching agents on techniques to improve sales skills, Provides individual and group training as needed based on work product evaluation, Ensures timekeeping accuracy in Oracle for all team members and prepares payroll and commissions, Ensures compliance in rules of dialing, script adherence, representations by agents, verifications of all packages, reservation procedures and, in general, company policies and procedures and adheres to general guidelines as they relate to the Do Not Call List and adheres to all company qualifications, Manages priorities and activities of all marketing channels, Communicates effectively to supervisors and agents new direction, policies and communications from senior management, Reviews and communicates to supervisors and agents budget shortfalls and develops action plans to meet requirements, Provides reporting and analytical statistics, prepares reports on production and fiscal metrics, A minimum of six (6) months of experience in the customer service field required, Able to maintain confidentiality in all facets, Ability to maintain a flexible work schedule including but not limited to, mornings, evenings, weekends, and holidays, Must be able to operate general office machinery, (i.e. - Instantly download in PDF format or share a custom link. Maintained a 97% satisfaction rating over a 24-month period as a customer care representative. May make recommendations for department policies, practices and programs. To put in place, introduce, position rights to use and access, to maintain and put at day, Optimize measuring instruments of performance and to produce them referrers, To level the pieces of software and the products, to apply the patches. Manage communications within the staff and all other departments. Participated in improving on boarding process and actively participated in the recruiting, selecting and interviewing of front line employees as well as. Continually monitors and evaluates employee performance, to ensure employees move through the progression career path, Ensures all regulatory changes or additions are implemented in the department on time and all staff is properly trained, Monitors loan origination and cross-selling opportunity of the Call Center Representatives. Here’s how to write an effective customer success manager resume experience section: Begin with the most recent work you had, and go backwards through past jobs from there. Creates a Team culture for selling, Ensures bank and departmental quality of service by being proactive in identifying common or recurring problems and offering solutions for improvement, Plans and leads effective meetings and training sessions. Highly skilled, customer-centric and well-experienced call center agent with great communication, organization skills, enthusiastic and positive approach to work seeks to establish a career with a … Salesforce experience a plus, Passion for ongoing development of people and assessment of talent, Strategic focus with strong analytical skills and problem solving abilities, Excellent motivation and team building skills, Ability to learn multiple brands in different verticals of business, Knowledge of Workforce Management principles associated with developing proper staffing models preferred, Meet or exceed Customer Service operational goals and statistics, Ensure efficient “throughput” of work within and across the department, Ensure that prescription and customer information/updates on orders are communicated to the other Operation Departments for timely filling/shipping, Facilitate communication for problem resolution and changes occurring in the organization that may impact the workflow of the Pharmacy, Oversees compliance with State and Federal regulations for department, Ensure on-going process improvement in department is taking place, Utilize knowledge of industry technology solutions to recommend products to increase efficiency improve customer service, improve quality, and/or decrease costs, Meet with mangers and directors of other departments to discuss cross-departmental issues and identify potential solutions, Monitor special projects within the Customer Service Department and work with staff to identify opportunities to participate or take leadership roles in a special project, Communicate major changes within department to all other areas of business, Attention to customer focus to ensure patients are responded to with accurate and timely information, Ability to work in teams and coordinate work efforts. Provides monthly reports encompassing each of these items to Senior Management, Opens doors and eliminates unnecessary barriers that limit the Call Center’s performance and leverages networks to obtain resources and support in order to get the job done. Call Center Operations Manager … Track and analyze key operating metrics, Ensure an excellent customer experience measured through quality monitoring that supports the business model including retaining and building customer satisfaction, Drive employee satisfaction through consistent communication, conducting effective team meetings and helping each team member feel a sense of confidence and control, Identify opportunities for improvement on work processes, formulate proposals and make recommendations, Build and maintain a strong working relationship with HR Business Partners, HR Leadership Team, Provide positive feedback, coaching and counseling to your employees, disciplinary actions as necessary. Plan, monitor and evaluate employee job performance, and conduct performance appraisals, Serve as a coach and mentor for those in the Shared Services Call Center team, Minimum of six (6) years relevant working experience and managerial experience, In depth experience with HR supporting technology, knowledge of the processes within the HR services organization, Results orientated, problem solving, (project) management, customer orientated, Proficient in the use of Microsoft Office Suite, SAP, Ability to communicate at all levels, both written and verbally, Master’s Degree in Business Administration a plus, ADP Pro Business, PeopleSoft, and Lawson preferred, Ability to travel 1-2 international trips per year and travel 15% domestic trips, Manage a staff of Team Leads with direct reports, Establish and maintain training materials, Maintain liaison with all departments to keep abreast of policy and procedure changes, Assign work and ensure service level agreements are met, Represent the department on task forces and cross-functional teams, Supervise subordinates and perform formal reviews, Assist, guide, and train subordinate personnel in their assigned functions, Monitor and review Call Center programs used to measure department performance, Previous Call Center Management Experience Required, Demonstrate in-depth knowledge of property and casualty insurance and related documents, Must have experience with Microsoft Office products, Thorough knowledge of call center operations, BA or BS or equivalent experience required, Able to communicate and work with senior management and staff, Able to train and develop new Vendor Compliance Reps, Works well with both staff and management, Able to triage calls, rapidly aiding customers and staff as needed, Able to motivate staff and maintain a positive attitude, Comfortable dealing with a wide variety of skill levels, Willingness to view overall corporate policy, Manage customer care center daily departmental operations as well as achievement of quality service level standards to ensure exceptional customer service, Hire, develop, coach, support and mentor staff members in order to maximize employee performance, Effectively set and monitor departmental goals, ensuring that both service level and budgetary targets are achieved, Seek out departmental process improvements, and encourage and reward employee ownership in the development and integration of new processes, May participate or lead customer service initiatives or projects, Serve as highest level escalation point, responsible for solving most complex customer service issues, Foster and facilitate inter-departmental communications and share best practices and process improvements, Completing employee performance plans and monthly evaluations, RECRUITER MUST EDIT BASED ON LOCATION: Bachelors/Degree or equivalent experience; Typically requires a minimum of 5-7 years experience in financial services industry or customer service environment with a minimum of 2 years in a leadership role. Team Lead and Sr. Operations Manager, Visit vendor centers monthly for up to one week to validate performance and maintain partnership, Participate in weekly meetings with vendor and Sephora teams, including Operations, Workforce Management, Team Lead, Training, and Quality Adherence, Coordinate cross-functional subject matter experts to participate in meetings/conference calls as needed, Partner with Sephora Client Service Training, Quality, and Call Center leadership teams to ensure compliance from and provide guidance to vendor on items discussed in function-specific meetings, 7+ years of call center, customer service, or equivalent experience required, Ability to travel to vendor sites up to 25% of time, Outstanding interpersonal skills and ability to develop and maintain positive relationships with business partners at all levels, from call center agents to leadership team, Remain poised and professional…and thrive in an environment that is customer-focused, fast-paced, rapidly changing, and occasionally ambiguous, Strong attention to detail and exceptional follow-up skills, Self-manages multiple projects within tight timeframes and dynamic priorities, Proven record in providing an exceptional client experience, Strong critical thinking and problem solving skills with the ability to make quick, accurate, creative, and appropriate decisions, Proficient in Microsoft Office applications such Word, Excel, PowerPoint, and Outlook, Must be able to work a flexible schedule as the business requires, Supervises and directs daily operations of the Regional Access Services Call Center which provides 24 hours a day seven days a week service. Makes sure that policies and procedures are being followed, Meets Scheduling Center financial and performance objectives by estimating requirements, analyzing variances, and initiating corrective actions, Prepares Scheduling Center performance reports by collecting, analyzing and summarizing data and trends, Accomplishes organization goals by accepting ownership of new and different requests; exploring opportunities to add value to job accomplishments, Responds to Office New Patient issues and inquires quickly, professionally and accurately, Improve employee engagement and proactively identify opportunities to enhance the employee experience, Support communication and modeling of mission, vision, values and words to live by, Hours are flexible; priority given to those with flexibility to work evening hours and Saturdays, 5-7 years of call center management experience, Successful at managing teams of 40 or more agents, Proven ability to effectively and proactively manage change and implement process improvement, Previous experience with software packages including Excel, MS Word and Power Point, Previous experience working with call center software including ACD, QCM, and WFM products, Professional and efficient verbal and written communication skills, Ability to effectively coach, train and develop Team Leaders and Scheduling Center Agents, Cooperative, professional and effective interaction skills with co-workers, company staff and visitors, Ability to prioritize and organize multiple tasks, Associates Degree Required. policies, conducting constructive performance reviews, and disciplinary processes, Must have compelling communication and influencing skills to win the support of senior management and influence strategic decisions, Must have strong analytical and customer service skills, Must have advanced computer skills (MS Word, Excel, PPT, and Outlook), Must be willing to travel moderately (40%) by car/air with overnights required, Must be able to maintain confidentiality at all times, Manages, directs and ensures accurate scheduling of physician schedules, Hires, trains, monitors and evaluates staff, Oversees orientation/training including cross-training requirements to ensure staff availability/coverage requirements caused by vacations, sickness, peak loads, Monitor the accurateness of patient records and documentation of patient visits, Ensures positive customer service atmosphere and patient interactions, Performs scheduling and medical records tasks as needed, Promote a positive work environment and team spirit, Oversee Mason Messenger program to include monitoring overall program and who is calling when, Analyze historical data and current year statistics to include suggestions, recommendations, and solutions to running a more efficient call program, Responsible for productivity of calling campaigns, metrics that include total pledges/total dollars secured, contract completes and/or hours, completes per hour, and other internal budget metrics, Monitoring, measuring, and taking action when performance is not on pace to achieve key metrics, Enforcement of call centers policies and procedures, Devise ways to optimize procedures and keep staff motivated, Recruit, hire, and maintain records of Call Center managers/students, Based on analysis of past calling, develop calling schedule, Upload appropriate data to Call Center database for student callers, Write scripts for students to use when calling various segments, Staff the Call Center on nights when students are calling, Serve as a liaison between Call Center and the Office of Annual Giving, Provide analysis of overall program on a weekly basis to the Director, Run and print pledge reminders to send to donors, Generate creative new ideas to keep student callers engaged, Tabulate and report gift data, including data analysis of calling segments with year-to-year comparisons, Create and run reports that will show weekly calling progress in a clear, concise manner to be presented to the Director, Work with Development Officers to provide stats, when requested; and, Handle all space and equipment issues related to the Call Center, Bachelor’s degree, or an equivalent combination of education and experience, Demonstrated experience working directly in call centers, university advancement, development, or college admissions, Must be willing to be a team player and perform other duties as assigned, Computer literacy with Microsoft Office suite, and Adobe Dreamweaver and Photoshop, Be self-motivated, work well under pressure, and have the ability to multitask, Excellent written communication, and research and organizational skills, Ability to work in autonomous capacity, demonstrating professional and self-motivated qualities that enable achievement of personal and professional goals, Ability to analyze statistics and offer insight into statistical trending of call center/project, Strong working knowledge of Microsoft Office products, Demonstrated ability to learn new software quickly, Entrepreneurial skills and the ability to take ownership of calling centers, utilizing innovation and creativity to advance and improve productivity, are essential, Provide effective follow-up and follow-through regarding individual and team performance, Ability to reduce issues to core elements, and develop solutions using problem-solving and analytical skills, Must be able to work in an environment where the noise level is moderate; and, Ability to work nights and weekends, with typical work hours of 11:30 a.m.-8:00 p.m, Managerial or leadership experience working directly in a higher education fundraising focused calling center, Ensures adequate phone coverage including making decisions regarding scheduling changes, Evaluates the quality of customer service associates’ calls from customers; provides feedback to reps on strengths and areas for improvement, Serves as an escalation point for resolving the most difficult customer issues, Provides coaching and mentoring to contact center supervisors and team leads and occasionally to customer service representatives, Coordinates customer service activities with other internal functions, Tracks and reports contact center performance against objectives and goals, i.e., quality, call volume, customer satisfaction, etc, May serve as a backup to more senior customer service management in their absence, Describe your background and qualifications and why you believe you would be a good fit for this position at he FCVC. Bachelor's degree preferred, 5-8 years related work experience required and 1-3 years supervisory/management experience required, Demonstrates a strong desire for process improvement and leadership development, Ability to respond quickly and purposefully to routine and unusual situations, Advanced skills with Microsoft applications which may include Outlook, Word, Excel, PowerPoint or Access and other web-based applications. Her approach is always … They may also need to make sure office equipment is in good condition and offer assistance to customers. Area Call Center Manager Resume Headline : 5+ years of management and customer service experience in the contact center space. Contribute to the overall direction and management of the Call Center, Review work process to recommend and implement enhancements. Tailor your resume by picking relevant responsibilities from the examples below and then add your accomplishments. (CEMEA), Strong leadership and decision-making ability, able to demonstrate a business presence appropriate for client contact and staff interaction, and must possess a sound foundation in the customer assistance service industry, A proven track record for making sound business decisions, setting direction and managing goals to success, achieving high quality operational results and customer commitment, Project management and organizational skills are required, Able to develop, support, and retain a diverse & high performing staff, Strong customer service focus is required, Advanced knowledge of the payments business, VISA operating procedures and all Visa product lines, Planning, organizing, directing, and controlling the activities of our strategic partnership with Capital One, Lead, manage, and oversee the operations of the Call Center, with special emphasis on customer care and experience, Develop strategies and tactics to ensure this Center reaches objectives, Drive increased NPS through focus on customers and customer care techniques, Develop call center/customer care policies and procedures that maximize productivity and profitability, Establish and ensure attainment of goals for customer satisfaction ratings, call center staff productivity, order and trouble shooting accuracy, Create and execute effective staffing model to meet stringent service level requirements, Provide timely feedback to Marketing on products, Minimum of 5-7 years management experience or equivalent experience in a Call Center environment where generating customer satisfaction is a key objective, Communication: excellent verbal, written, and listening skills, Interpersonal: ability to work effectively with others, including a diverse population, Problem solving: ability to constructively handle unexpected problems. 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