INDUSTRY STATS
According to the U.S. Bureau of Labor Statistics, Sales Managers positions are at a 7% growth rate, which is as fast as average. With that said, there are currently 397,900 jobs in the market right now. The total number of jobs is expected to increase by 27,900 to 425,800 in the period of 2020-30.
What’s more, the median annual wage for the Sales Managers jobs was $132,290 in May 2020. The lowest 10% earned less than $63,170, and the highest 10% more than $208,000.
Our conclusion? The Sales Managers job market is wide open for candidates.
Top call center director sections that make the best resume
- Header
- Professional summary
- Experience (with numbers and results)
- Relevant skills
- Education
- Certifications
How to write a call center director resume experience section
Call center director resume experience: checklist
- Use either chronological or reverse-chronological format when listing your previous jobs;
- Mention only relevant positions that add value to your resume;
- Briefly state the challenges you’ve faced and how you’ve overcome them;
- Highlight the results from your efforts (for bonus points, add numbers, percentage rates, etc.);
- Forget about buzzwords! Use power verbs instead.
Use the examples below to build your own experience section!
- Built the company from nothing to over $1 mm from call center production. Daily documentation in Salesforce.
- Established call center team. Hired, trained, led a team of 14 inside call center employees from sales to customer success.
- Won multiple team lead / management awards. 0% employee turnover while in management.
- Led in management positions of multiple teams of over 25+ inside sales reps, resulting in Top Manager, Trainer, Top Sales awards.
- Teams sold 112% average above quota every month for 24 straight months, $1 b in cash transactions in total sold with teams.
- Assigned to an under-performing call center sales team, within 60 days named Most Improved Team award, completed with coaching.
- Under 5% call center employee turnover while on teams managed. Managed Team IVR system and compiled / built all technical reports.
- Assists by explaining with applicants calling inbound to avail of educational, food, medical and rental assistance provided by Ma’an Abu Dhabi Government thru its “Together We Are Good” program for Covid 19.
- Ensures Covid relief assistance and Ma’an benefits are well understood, and resolves complaints or misunderstanding on process.
- Assists by providing information to callers inquiring about how to volunteer and contribute to Covid-related project and other Ma’an projects.
- Does outbound calls to confirm/verify application information, get further information to repeal rejection, and to advise pick up schedule or other concerns not only for applicant but for volunteers and contributors.
- Assists by explaining with applicants calling inbound to avail of educational, food, medical and rental assistance provided by Ma’an Abu Dhabi Government thru its “Together We Are Good” program for Covid 19.
- Ensures Covid relief assistance and Ma’an benefits are well-understood, and resolves complaints or misunderstanding on process.
- Assists by providing information to callers inquiring about how to volunteer and contribute to Covid-related project and other Ma’an projects.
- Does outbound calls to confirm/verify application information, get further information to repeal rejection, and to advise pick up schedule or other concerns not only for applicant but for volunteers and contributors.
- For 6 months i ran a NYC call center of over 200 reps and 20 managers
- For 14 months I ran 2 remote NY Call centers - Kingston, NY & Saratoga, NY - of over 80 reps and 5 managers
- Exceeded monthly sales objective 18 of 20 months
- Exceeded monthly service objectives 19 of 20 months
- In a district of 9 teams I improved attendance / tardy rates in all 3 locations from 9th (Kingston) to 3rd, from 7th (NYC) to 1st, & 5th (Saratoga) to 4th
- Implemented a remote call observation process to hold reps and managers accountable for their productivity or lack thereof
- Update patient financial information to ensure accuracy.
- Interviewed patients to collect medical information and insurance details.
- Created and maintained accurate and confidential patient files.
- Maximized office efficiency by answering more then 108 incoming calls per day to provide office information and transfer calls to desired personal.
- Answered 108 average daily phone calls to schedule appointment and address patient inquiries.
- Scheduled and confirmed patient appointment for diagnostic, surgical and consultation services in busy office setting.
- Resolving calls efficiently and effectively.
- Work as part of a team to ensure offering world-class Customer Service at all times.
- Communicate positively with all involved parties in order to facilitate customer's reception of the expected distinguished service.
- Meeting service level in handling all transactions measured through productivity reports.
- Accuracy in handling all assigned tasks.
- Attendance and punctuality.
- Maintain professional work relationships with colleagues, supervisor and manager.
- Led a hardworking team of inbound guest communications call centerfor a theme park
- Took guest escalations daily, hourly, and sometimes by the minute
- Created break logs, training resources and daily update sheets
- Attended daily leadership meetings
- I learned to use excel, word, and adobe photoshop.
- I learned to work in team.
- I learned to be a punctual person.
- Answer incoming calls and respond to customers Emails
- Respond to customers inquiries, handle and resolve customer complaints
- Provide products and service information to customers
- Processing orders and applications requested by the customers
- Proffer solution to clients trying to get their SSI/SSDI benefits from Social Security
- Qualify clients seeking to apply for Disability Benefits
- Made outbound calls to clients when necessary
- Managing large amounts of inbound and outbound calls in a timely manner
- Following call center “scripts” when handling different topics
- Identifying customers’ needs, clarify information, research every issue and providing solutions
- Achieved 85% high first call resolution on a monthly basis and 90% customer satisfaction rate
- Supported on-call rotation for providing 24/7 support to customers
- Increased call volume from 30/day to over 60/day per rep
- Educated 400+ clients on company's main software for marketing automation and analytics
- Surpassed weekly call center metrics (minimum of 60 cold calls/day)
- Answered 50+ inbound calls and e-mails per day and experienced heavy call volume
- Handled call volumes of 100+ calls daily
- Maintained a trouble call-rate that never exceed 4%
- Met and maintained company quotas with a 97% call average for excellent customer service
- Provided after hours and on-call support as required and ensured 24/7/365 availability for production support
- Handled and resolved 300+ technical problems related to the cleaning home robot
- Highly and effectively contributing in all of the call center new projects and systems upgrades
- Creating new processes to extend our services and enhance customer satisfaction
- Rewarded for my contribution in the suggestion scheme many times.
- Achieved and maintained the annual PDR on (B) level and that is equal to 150% of the performance, and I got 2 promotions till date.
- Accomplished many online courses related to the banking field and my position.
- Mentoring the calls quality, providing the feedback, training, coaching and resolution for the call center staff.
- Generating all of the call center MIS reports.
- Contributes to the day-to-day operation and effective coordination and collaboration within the Contact Center.
- Review and develop the quality indicators.
- Ensure Daily Auditing and sampling of all “Operational activities” performed by the call center staff.
- Monthly reporting of leads generated by the call center and the conversion ratios achieved, and preparing monthly Gap analysis to achieve call center targets • Creating the relevant gap analysis and action plans. • Team Leader for the Brokerage call center agents
- Handling all skills and customer segments call inquiries, complains, and requests.
- Promoting the alternative delivery channels in all calls.
- Cross selling all of the bank products, credit card services, and bank assurance.
- Delegated by the team leader to handle the team meetings, quality, and performance achievements.
- Handling trading and stock market inquiries for the bank Brokerage company (UBC).
- Familiar with routing software. Quick learner and willing to dive deep into new programs.
- Experience with projects such as Tri-Met ticket ordering, Triptracker entry / invoicing, TD entry, auditing Met Form Status, call bank. Also entered new addresses / stop information during RP start up in November 2018.
- Trained in language needed to provide outstanding customer service specific to PPS Transportation. Aware of operational and routing processes.
- Supervises/manages the daily activities and performance of the Account Advisors
- Handles Account Advisors needed for on-job training and coaching
- Monitors transactions to ensure that QA standards are met
- Ensures the Advisor’s KPI’s are met (daily/weekly/monthly
- Asses the Advisors performance on monthly basis and calculates variations on set standards
- Weekly Reports to be delivered to the Direct Manager Showing the work progression throughout the week and standing on the areas of improvement that we need to work on to enhance our Performance
- Managing SL , through Monitors incoming call queue (Real Time Display) and performance metrics to optimize efficiency and maintain even distribution
- Coordinates daily with the Work Force to ensure that the over-and under-rules are properly employed to increase Advisors efficiency with required SLA’s and occupancy targets
PRO TIP
Show off real numbers that display your accomplishments in past roles. Instead of listing out your responsibilities as Call Center Director, talk about the measurable impact you made to their business. Did you boost their revenue? Increase customer retention? Mention your proudest points on your resume.
Action verbs for your call center director resume
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Call center director resume: the skills section!
How to write a strong call center director resume skills section?
- Make sure to include all types of skills - soft, hard, technical;
- Focus on skills that show your expertise in the field;
- Check the job description for keywords and make sure to add them to your resume – this will help you pass ATS;
- Leave room for discussion – elaborate on some of your strongest skills in other sections of your resume
Top skills for your call center director resume
Salesforce
MS Office
CRM
Forecasting
Cold Calling
Business Development
Customer Service
Project Management
Relationship Building
Time Management
Storytelling
Research / Information Gathering.
Critical Thinking
Problem Solving.
Tech Savvy
Networking
PRO TIP
When describing your experience, don’t go too far from its terminology. Recruiters use ATS systems to filter resumes based on them having certain keywords, so make sure you use at least a few keywords mentioned in the job description.
Recommended reads:
Call center director resume header: tips, red flags, and best practices
Checklist for your call center director resume header
- Your name and surname in a legible and larger resume font
- The job title you’re applying for or your current job title as a subheading to your name
- Link to your portfolio or online profile, such as LinkedIn
- Address (City and State for the US; just your city for rest of the world)
- Email address
- Headshot (required or welcomed in the EU; not required and sometimes frowned upon in the US)
Stick to popular email providers such as Gmail or Outlook. And use these professional formats to create your username:
- first.last@gmail.com
- last.first@gmail.com
- firstlast@gmail.com
- f.last@gmail.com
- first.l@gmail.com
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PRO TIP
Some companies, states, and countries have non-discrimination policies about what kind of information can be included on your Call Center Director resume. This might include a photo (which is often included in a resume header and might be on personal web pages you link to). You can always email the company’s HR department to ask about their policies before you apply.
A career summary for your call center director resume
Things to include in your call center director resume summary:
- Your total years of experience in the industry;
- 2-3 of your most remarkable achievements so far;
- How your experience relates to the position you’re applying for;
- A very brief description of your strengths.
Resume summary formula:
PRO TIP
Highlight specific past projects that you’re most proud of in your summary. It sets an excellent tone for the rest of your resume. You can talk about all of your former jobs in your work experience section later on.
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Call center director resume: the education section
Things to include in your resume's education section:
- Your highest education degree – including course, year of graduation, institution;
- Awards received as part of your education;
- Extracurricular activities that have helped you gain relevant skills;
- Certifications that have helped you master new skills and increase your expertise;
- Entry-level applicants only: relevant courses and projects.
Top certifications for your call center director resume
Call Center, The Essential guide
Learn how to thrive in a call center and run a call center with the help of the experience King.
Call Center Training
Call Center Training will lower costs as it can reduce turnover. You will learn the skills to improve productivity and p
Workforce management Real Time Analyst
Everything you need to know to get promoted as a Real time analyst in a call center and boost your income!
VoIP PBX & Call Center on Asterisk 16 Issabel [Master Class]
Learn Issabel (ex-Elastix) & IP Telephony Server Configurations & Deployment with Practical Examples & Use Cases.
Getting Started with Call Center Training
Call Center Training is essential for both new hires and existing staff to sharpen their skills and feel motivated.
Recommended reads:
PRO TIP
There are dozens of certifications that you can claim as a Call Center Director. But, some are more effective than others. That’s why you mustn’t include every certificate other applicants might have. Try instead to earn and list a few of the difficult ones.
Choosing the right format for your call center director resume
In general, there are three basic formats for your resume:
- Reverse-chronological resume format;
- Functional skills-based resume format;
- Combination (or Hybrid) resume format.
Some things to consider when choosing the right format for your Call Center Director resume include the stage of your career, whether you have all the right skills required for the job or are looking for an industry change, and what field you’re looking to grow in.
The reverse-chronological resume format is the most common one. It lets you describe your most recent job and then move backward. This makes it great for people who have around or less than 10 years of experience and are looking to highlight only their work-related skills and qualities.
If you’re just starting your career journey and reverse-chronological resumes sound too demanding, go for the functional resume format. It’s ideal for showcasing your strengths, personal qualities, skills, education, and the courses you’ve taken, without putting too much pressure on experience and expertise.
Don’t worry if neither of these sounds suitable for you – the hybrid or combination resume format will surely match your needs. It’s similar to the reverse-chronological, but with a catchy twist. Combination or hybrid resumes are great for showcasing both your experience and work-related skills and your personal qualities. Add a “What my day looks like” section for enhancing the jaw-dropping experience!
Here are some more things worth remembering when it comes to formatting your Call Center Director resume:
- Choose standard 1-inch resume margins;
- Go for traditional resume fonts sized 10-12p;
- Match the length of your Call Center Director resume with your experience – choose a one-page template if you have less than 10 years of experience, and be careful with two-page templates – use them only when applying for executive positions;
- Save your resume in PDF to avoid formatting issues and potential unauthorized editing.
Tired of getting rejected? Check out this article on how to craft a resume that stands out!
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PRO TIP
If you feel that you don’t have high chances in a particular company, due to lack of relevant experience, then you can still consider using a creative layout. That might help you get noticed and invited for an interview, as most of the other applicants will have boring resume designs.
Other sections suitable for your call center director resume
Depending on the position and the industry, you can spice your resume up by adding some more sections. They will help the recruiter get a glimpse of who you are as a person, besides all your job-related skills and qualities.
Here are some examples:
How to add creativity to your call center director resume
Gone are the days when creative resumes were frowned upon by recruiters!
What’s more, the right amount of creativity will make recruiters remember you and want to learn more about who you are – both as an individual and as a professional.
There are two ways to build a creative resume - add creative sections or go for a more creative design approach in general. Go for whatever suits you, the position, and the industry most!
What makes a great call center director resume: key takeaways
- Choose a resume layout that sends the right message across and fits your current career situation;
- Create a resume header that shows your desired job title, and easy to find contact numbers;
- Be specific about your experience, accomplishments and future goals in your summary;
- Feature detailed metrics and specific examples that show the impact you made in your previous roles when describing your experience;
- List soft skills backed by examples;
- Add all of your technical skills and certifications that you have and match the job description;
- Show off a dash of personality in your resume that will demonstrate your culture fit and the right mix of hard and soft skills.
