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 Manager sections that make the best resume
- Header
- Professional summary
- Experience (with numbers and results)
- Relevant skills
- Education
- Certifications
How to write a Call Center Manager resume experience section
Call Center Manager Resume’s Job Experience Checklist:
- Use 4-6 bullet points per job title;
- Don’t go further than a decade behind when describing your job history, unless you’re applying for an executive position;
- Combine job responsibilities as well as achievements with numbers in results when you describe your past work;
- Start each sentence with a power verb and avoid overused buzzwords;
- Use either C-A-R or S-T-A-R methodology, when describing your experience.
The work experience samples below come from real Call Center Manager resumes that got people hired at top companies. You can use them as an inspiration to build your own resume:
- 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
Make sure to relate your experience to your job description, but never lie. That’s not tolerated and will show up in the face-to-face interview later on.
Action Verbs for your Call Center Manager Resume
Recommended reads:
Call Center Manager Resume Skills’ Tips & Tricks to Impress Recruiters
Resume Skills Section Checklist:
- Ensure your hard skills section (including technologies) are exactly matching the job description.
- Don’t simply list your soft skills. Apply the “show, don’t tell” principle - let your job achievements speak for themselves.
- Find a way to showcase your skills beyond the skills section.
- Your resume’s skill section is important to ATS systems - so don’t skip it.
Top Skills for your Call Center Manager 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
Add a Talent Section to your resume, where you can pick your top 3 soft skills and describe how you used them to complete a project or balance departmental communication.
Call Center Manager Resume Header: Tips, Red Flags, and Best Practices
CHECKLIST For Your Call Center Manager 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
Recommended reads:
PRO TIP
Include a link to your portfolio in your Call Center Manager resume header. Most companies will require that you include one in your resume, and even if they don’t, it’s an excellent opportunity to directly show them your proudest projects.
Call Center Manager Resume Summary Best Practices
Checklist: What to include in your Call Center Manager resume summary:
- Years of experience;
- Highlight top 3 skills and proficiencies;
- One big professional accomplishment you’re most proud of, that you can tie with the aforementioned skills;
- Use short, direct sentences - but no more than three - to keep the HRs interested.
Resume Summary Formula:
PRO TIP
Your summary section should act as a professional taster. Use it wisely. Effectively convey your professional profile and let the hiring manager know that if they hire you, they won’t be disappointed. Make sure to include keywords from the job description too! Elaborate on your abilities further in your experience section. Again, cater to the job description.
Recommended reads:
Listing Your Education, Certifications and Courses
Resume Education Section Checklist:
- Ensure your hard skills section (including technologies) are exactly matching the job description.
- Don’t simply list your soft skills. Apply the “show, don’t tell” principle - let your job achievements speak for themselves.
- Find a way to showcase your skills beyond the skills section.
- Your resume’s skill section is important to ATS systems - so don’t skip it.
Top Certifications for your Call Center Manager resume
Recommended reads:
PRO TIP
There are dozens of certifications that you can claim as a Call Center Manager. 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.
Call Center Manager Resume: Additional Writing & Formatting Tips
There are three basic resume formats you can choose from:
- Reverse-chronological resume format;
- Functional resume format;
- Hybrid (or Combination) resume format;
The most optimal format for your particular case will depend on your years of experience, as well as whether you’re switching industries or not.
Reverse chronological resumes are best suited for experienced individuals who are sticking to their industry. The experience section takes a central place, and its bullets contain your responsibilities and achievements, coupled with numbers and results.
Functional resumes are used by less experienced jobseekers or career changers. Note that it’s not a format that recruiters prefer, as most are used to the classic chronological alignment. Instead of a list of job titles, functional resumes focus on your skills, and through what experiences you gained them.
Hybrid resumes are great for both experienced and entry-level candidates, as well as career changers. They combine the best of both worlds - most often in a double column format, where one side of the content is focused on your experience, whereas the other - on your skills, strengths, and proudest moments.
Call Center Manager Resume Summary best practices
Here are more resume tips regarding your layout and style:
- Clear and legible 12p resume font size;
- Use 10’’ resume margins - that’s default for a great resume design;
- Use a one-page template resume length if you’ve got less than 10 years of experience; otherwise, opt for a two-page resume;
- Save your resume as PDF before sending it to the recruiter.
To take it a step further, check out how your resume can stand out without leaning too much on the creative side.
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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 to include in your resume
Depending on the type of company (corporation or start-up; innovative or traditional), job seniority level and your location, you may want to include more sections to your Call Center Manager resume:
Call Center Manager Resume: How to Make Yours More Creative & Stand Out
When you send your resume to a potential employer, chances are it's the fiftieth one they've seen that day. That's why you need to make your Call Center Manager resume stand out for the right reasons. That means showing your personality, not just your professional experience. Employers are far more likely to remember a candidate who seems like a genuine person and not a robot. Do this by including your passions (which is also a great place to demonstrate skills on a resume), share your favorite books, or even what your usual day looks like.
What Makes a Great Call Center Manager 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.
