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
Writing a strong call center manager experience section
Call center manager resume experience section: ultimate checklist
- Use no more than 4-6 bullet points per position;
- List relevant positions and situations that add value to your application;
- Describe situations, tasks, actions, and results (the S-T-A-R method);
- Remember to include numbers in whatever form you like (e.g. the number of projects you’ve finished);
- Begin each bullet point with an action verb.
Check out the examples below when building your experience section. They will help you stand out!
- 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
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Writing a strong skills section for your call center manager resume
Checklist for your call center manager skills section:
- Include all relevant skills from the job description to pass ATS;
- Focus on skills that show your expertise;
- List your technical skills in a clear and concise manner;
- Leave room for transferable skills related to teamwork, communication, negotiation, and conflict management.
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
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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.
The ideal summary for your call center manager resume
Mastering the summary section: checklist
- Mention the total years of experience you have in the field;
- Focus on 2 to 3 of your top achievements;
- Highlight the things that make you the best fit for the position;
- Go for short, easy-to-read sentences to keep the recruiter’s attention.
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.
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Things to Include in Your Call Center Manager Resume Education Section
Call center manager resume education section checklist:
- Mention your highest education degree;
- Add the duration of your course and the institution you attended;
- List the awards you’ve received during your studies;
- Feature your certifications if they are relevant to the position;
- Entry-level positions: Share more about projects and classes.
Top certifications for your call center manager resume
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!
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
Call/Contact Center Management, The essential Guide
What you need to know about Managing a Call/Contact Center
Redesign and manage call center
Meet new customer expectations?
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.
Formatting your call center manager resume
What’s worse than a .docx resume? A resume with a poorly chosen format.
In general, there are three basic resume formats we advise you to stick with:
- Reverse-chronological resume format;
- Functional skills-based resume format;
- Combination (or Hybrid) resume format.
Choosing between them is easy when you’re aware of your applicant profile – it depends on your years of experience, the position you’re applying for, and whether you’re looking for an industry change or not.
The reverse-chronological resume format is just that – all your relevant jobs in reverse-chronological order. It’s great for applicants with lots of experience, no career gaps, and little desire for creativity.
When working with less experienced applicants, we suggest the functional skills-based resume format. It’s great for recent graduates or people with large career gaps. Functional skills-based resumes focus on your personality, the skills you have, your interests, and your education. Ultimately, the idea is to show you’re the perfect fit without putting too much emphasis on your work experience (or lack thereof).
If you’re in the middle or are generally looking to make your resume feel more modern and personal, go for the combination or hybrid resume format. It offers the best of both worlds by combining sections focused on experience and work-related skills and at the same time keeping space for projects, awards, certifications, or even creative sections like ‘my typical day’ and ‘my words to live by’.
Call Center Manager Resume Formatting Checklist
- Choose the resume format based on your level of experience and the company you’re applying for
- Go for a traditional 10-12p font
- Stick to 1-inch page margins to ensure high readability
- Match the length of your resume to your experience, but don’t go for more than two pages!
To take it a step further, check out how your resume can stand out without leaning too much on the creative side.
Recommended reads:
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.
Additional sections for your call center manager resume
In some cases, especially when it comes to entry-level positions, adding more sections beyond the usual ‘experience’, ‘skills’, and ‘education’ works well in your favor. Such additional sections will help you paint a fuller picture of who you are in the recruiter’s head.
Here’s a list of fun yet informative additional sections for your resume:
Making your call center manager resume creative
We know too well that recruiters go through tons of resumes every day. The worse part is, they often need to hire people for different positions and teams. So how do you make yourself stand out in such cases?
By adding a dash of creativity to your Call Center Manager resume. It can be in the form of a colorful layout, a section describing your typical day, or even a picture of your favorite book – you decide!
Just make sure that the levels of creativity match the industry, company, and position you’re applying for.
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.
