Top Call Center Supervisor Resume Examples [Updated 2023]

Meg Lanning

Call Center Supervisor

585 Xyz Abc Road.

Chicago, IL – xxxxx

Email: email@example.com | Home: xxx-xxx-xxxx | Mobile: xxx-xxx-xxxx

Professional Summary

Driven and service-minded with a dedication to providing quick and efficient collection processing. The dedicated supervisory is knowledgeable about the equipment and cash register operations. Excellent communication and interpersonal skills. Familiar with company standards and procedures. Capable of managing high-intensity workloads and performing under extreme weather conditions.

Work Experience

1) Call Center Supervisor

[Company Name] – Amarillo, TX

November 2016 to Present

• Monitored and trained team members daily to maintain a high level of competence.
• Managed workflow on the Call Center floor between incoming calls, supported functions and special projects.
• She provided technical guidance, training and staff development for Customer Service Representatives.
• She promoted a superior, customer-focused environment by managing the efficient delivery of quality service to customers.

2) Patient Care Coordinator

[Hospital Name]- New York, NY

September 2014 to October 2016

• Verified insurance and collected co-pays under the direction of billing staff.
• Input data into the EMR database system.
• Answered telephone inquiries and filed charts.
• Collected referrals for insurance authorizations as required.
• We have provided high-quality patient care.
• They provided orientation documentation for new hires.

Educational Qualification

B.A. in Communications

XYZ University – Fullerton, CA

April 2010 to May 2014

Skills and Strengths

• Product knowledge.
• Complaint resolution.
• Professional communication.
• Administrative support.
• Account management.

— References Available upon Request —

Call Center Supervisor

Location – White Plains, NY

Experience – 5 Years

Work Role:

• Address customer service inquiries in a timely and accurate fashion.
• Give accurate and appropriate information to answer questions, and resolve issues.
• We verified patient insurance policies.
• Managed scheduling of employees.
• Input payroll for employees.
• Achieved a customer satisfaction rating of 95% within six months, exceeding the corporate target.
• We have provided input to assist in selecting and implementing the new phone system.

Skills:

• Account updating.
• Technical support.
• Team leadership.
• Training management.
• Timekeeping abilities.
• Staff management.
• Payroll and budgeting.
• Data management.

Call Center Supervisor

Location – Orlando, FL

Experience – 6 Years

Work Role:

• She preserved a perfect attendance record for n six years.
• We worked with the management team to implement the proper division of responsibilities.
• Alerted customers to upcoming sales events and promotions.
• Professionally resolved all customer complaints while prioritizing customer satisfaction.
• Answered customer telephone calls promptly and in an appropriate manner.
• We communicated clear expectations and goals to each team member.
• Processed credit payments rapidly and accurately.
• We asked open-ended questions to assess customer needs.
• She answered product questions with up-to-date knowledge of sales and store promotions.
• Built long-term customer relationships and advised customers on purchases and promotions.

Call Center Supervisor

Location – Upland, CA

Experience – 5 Years

Work Duties:

• Set up appointments with interested customers according to schedule availability.
• Overcame objections using friendly, persuasive strategies.
• Professionally resolved all customer complaints while prioritizing customer satisfaction.
• Updated employee files with new details, such as changes in address or salary levels.
• Verified timekeeping records and handled any discrepancies with employees.
• Updated employee banking records when it was necessary.
• Maintained payroll information by calculating, collecting and entering data.

Call Center Supervisor

Location – Hampton, VA

Experience – 6 Years

Work Experience:

• Responsible for day-to-day effective and efficient operations, including but not limited to monitoring agent calls for accuracy.
• Provide agent coaching as needed.
• Answer phones appropriately and professionally, transferring as needed.
• Make patient appointments following proper protocol.
• Obtain proper insurance referrals for patient appointments, as needed.
• Verify and make corrections to patient registration.
• Reschedule patients as appropriate.
• Daily review of patient encounters ensures that proper information is available for physician visits.
• Obtain reports and records from outside sources for patient charts.
• Provide requesting patients with work notes/ work restrictions (except Work Comp patients).

Skills:

• Strong decision-making and negotiation skills.
• Able to work independently or within a team.
• Able to understand new information promptly.
• Excellent telephone skills.
• Excellent written and verbal communication skills.
• Flexible and able to change direction quickly.

Call Center Supervisor

Location – Upland, CA

Experience – 6 Years

Work Role:

• It has increased efficiency and productivity through practical staff training regarding customer service protocols and calls resolution techniques.
• Monitored call quality and provided individual constructive feedback to enhance performance and address areas needing improvement.
• It established and updated work schedules to account for changing staff levels and expected workloads.
• Hired, managed, developed and trained staff; established and monitored goals; conducted performance reviews and administered salaries for the team.
• Delivered expert clerical support to internal staff and management by efficiently handling routine and unique requirements.

Call Center Supervisor Skills:

• Strong administrative skills.
• Strong in Microsoft Office suite.
• Excellent communication skills, both verbal and written.
• Strong organizational skills.
• Strives in high-pressure situations.
• Demonstrated team leader and worker.
• Ability to prioritize.
• Experience in Training, Supply, and Operational roles.

Call Center Supervisor

Location – Fort Smith, AR

Experience – 8 Years

Call Center Supervisor Job Responsibilities:

• She has worked with the training team to maintain frontline and tier I and II agent product support and certification training initiatives.
• She retained top talent by authoring and conducting team performance evaluations for corrective action planning.
• Automated document flow into the database by maintaining coaching and developing sessions, time-off requests, and payroll data.
• Communicated policy updates and information to the team to enhance goal efficiency.
• She has facilitated individual coaching sessions to realign productivity goal.
• Mentored new employees on attendance, quality, and metrics and delivered constructive feedback to increase understanding of job duties.
• They evaluated employee job performance and motivated staff to improve productivity.
• Mentored new employees on attendance and metrics and delivered constructive feedback to increase understanding of job duties.

Call Center Supervisor

Location – Lenexa, KS

Experience – 12 Years

Job Duties:

• Observed employees ensure accurate prioritizing and productivity metrics through individualized coaching and team huddles.
• Built and maintained positive relationships with key internal staff and quality assurance departments to optimize customer service processes and procedures.
• I am coaching, motivating & counselling staff, including administering disciplinary action when necessary.
• Discuss monthly achievement plans regularly with representatives to identify and agree on actions to improve weekly goals.
• Consistently hit performance metrics with an average adherence level above 90 per cent.

Call Center Supervisor

Location – New York, NY

Experience – 5 Years

Work Experience:

• Experience with conflict resolution and de-escalating situations.
• Heavy data entry and database navigating.
• Assess customers properly to assure customer satisfaction.
• Accomplish call centre human resource objectives by recruiting, orienting, assigning positions, training, motivating, coaching, counselling, and disciplining employees.
• I am communicating job expectations with assistant managers between management and staff while emphasizing customer service excellence.
• Scheduling and attending meetings with assistant managers to communicate weekly and monthly goals.

Call Center Supervisor

Location – Chicago, IL

Experience – 4 Years

Work Experience:

• Audit calls to ensure procedures are followed and to provide superior member experience.
• Monitor individual, team and call centre results to identify and act on both positive and negative trends to ensure the attainment of financial and performance targets
• Workforce Analyst.
• Manage and improve the workforce in the organization.
• Prepare daily reports of attendance of staff members and manage schedules to ensure adequate resources for all departments.

Call Center Supervisor

Location – Boston

Experience – 14 Years

Work Role:

• The customer service supervisor monitors the day-to-day activities of team members within the customer service operations.
• Coach, mentor, and develop agent team for skills expansion and promotional opportunities.
• Responsible for hiring decisions and progressive performance of team members.
• Provides direction and guidance to ensure consistent achievement of key performance metrics.
• Receives and resolves escalated calls and complaints.
• Achieves, measures, reports and communicates goal attainment for assigned team.
• Develops and maintains area-specific records and reviews and interprets.

Call Center Supervisor

Location – Miami

Experience – 4 Years

Work Role:

• Assign tasks, follow-up, answer questions and give instructions as needed to provide patient’s best service quality.
• Understands and follows all policies and procedures.
• Assists in ensuring a safe working environment throughout the facility for all employees.
• Assists in monitoring employee productivity and provides suggestions for increased service or productivity.
• Responsible for the oversight of day-to-day activities of subordinates and assigned responsibility for specific work or functional activities as directed by on-site management.

Call Center Supervisor

Location – Denver, CO

Experience – 6 Years

Work Duties:

• Responsible for recruiting, coaching, mentoring, motivating, terminating and developing a team of customer service representatives while ensuring optimal productivity.
• Analyzed statistical call centre metrics and reports, identified improvement areas, implemented measures that improved service levels and achieved team objectives.
• Execute the quality assurance program through monitoring and audits.
• Manage, process, and review timesheets, payroll, and daily attendance of Call Center employees.

Skills:

• Communication skills.
• Attention to detail.
• Customer service skills.
• Organization and planning.
• Problem-solving.

Call Center Supervisor

Location – Orlando, FL

Experience – 7 Years

Job Responsibilities:

• Create, and direct morning meetings.
• Address escalated calls.
• Provide employees with ways to handle complex callers to minimize escalations.
• Motivate, and encourage agents through positive communication and feedback.
• Monitor queue and track inbound calls.
• Keep agents aware of calls dropped, calls waiting, and abandonment rate.
• Monitor calls to observe employee demeanour, technical accuracy, and conformity to company policies.

Call Center Supervisor

Location – Sulphur Springs, TX

Experience – 8 Years

Job Duties:

• She oversees the day-to-day operations of the call centre to ensure a smooth process and excellent customer service.
• Monitor the performance of each representative by call monitoring, meetings, coaching, pulling metric reports, etc.
• Develop work schedules, manage timecards using ADP, perform interviews, train representatives in a four-week training program, and manage vacation / PTO.
• Implement programs, policies, and procedures when applicable.
• Prepare metric call reports for analysis.
• They are consistently training and improving the call centre representatives.
• Supervise and help representatives to assure the highest quality of performance.
• Analyze and resolve account discrepancies or customer concerns.
• Perform meetings, coaching, monthly/ yearly reviews, promotions, and disciplinary actions.
• Coordinate with the Vice President of Operations to brainstorm improvements, ideas for quarterly goals, and changes in the company’s structure.
• Prepare a wallboard for monthly call stats.
• Organize and create monthly newsletters for bank-wide viewing.

Call Center Supervisor

Location – Reston, VA

Experience – 4 Years

Work Role:

• Prepare customers’ orders with the importance of accuracy.
• Assist customers by finding a solution to their problems via email or telephone.
• Schedule follow-up calls; make necessary arrangements when a restaurant has been closed on short notice to ensure that our customers receive the best service possible.
• Prepares and assembles background data for new hires before the start of training.
• Process reports and performs monthly audits on employees in the training program.
• Supervise staff by coordinating, planning, and scheduling work assignments and training.

Call Center Supervisor

Location – Chicago, IL

Experience – 7 Years

Work Responsibilities:

• Responsible for developing and monitoring quotas for service volume, timeliness, and, most importantly, quality of service.
• Advised in designing, implementing, and managing projects to accomplish call centre, system, and organizational goals.
• Responsible for payroll activities, hiring, disciplining and terminations as required.
• We have determined the course of action for each call based on pre-established guidelines and policies & procedures, including escalations and urgent matters.
• Compiled and maintained monthly and daily reports.