The Perfect Call Center Manager Resume Writing Tips

The Perfect Call Center Manager Resume Writing Tips

Do you want to apply for a Call Center Manager position to help you get closer to your career goals? Applying for jobs on Seek, LinkedIn, and other job boards can be a time-consuming process, however, to streamline the process, you can ensure your resume writing helps you to stand out from the crowd, and your online profile helps you to get an interview!

If a recruiter or hiring manager are looking for a Call Center Manager, they are searching for specific transferable skills. With less than ten people being interviewed for the job and hundreds of people, just like you, applying, The Perfect Resume team have created Resume Writing Tips to help you stand out from the others.

What do recruiters look for in a Call Center Manager resume or an online profile?

Tailoring your resume to a Call Center Manager position is mandatory today to ensure that your application will pass Applicant Tracking Systems (ATS). In doing so, your resume will be read by the prospective employer. Then, fingers crossed, you will be shortlisted as a potential candidate and be called for not one, but multiple job interviews!

Firstly, before you apply to be a Call Center Manager, you need to be acquainted with what a Call Center Manager does!

Call Center Managers handle the company and staff goals, and reliable, efficient support for customers.

Hiring Managers are looking for a customer-focused and amicable Call Center Manager to assist in establishing call center objectives, provide representatives with opportunities to expand their knowledge of services, products, and troubleshooting techniques, analyze call center data, and focus on improving performance and processes in an effort to better support customers. You should have exceptional communication, interpersonal, and customer service skills, as well as comprehensive knowledge of company policies and offerings.

To be successful as a Call Center Manager, you should have knowledge of necessary call center and customer service procedures, be open to learning, and have strong communication skills. Ultimately, a high performing Call Center Manager should be able to achieve quick resolution of complaints and provide excellent service to customers.

Knowing this, your resume and online profile should include the hard and soft skills that the recruiter or hiring manager is looking for in a candidate.

The Call Center Manager position description template will also contain pivotal information about what the candidate will need to do daily. Such as:

• Hiring, training, coaching, and leading call center representatives as they provide support for customers.
• Answering representative’s questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be fielded by representatives
• Leading team meetings, asking questions to better understand the calls representatives are receiving, educating, and coach workers regarding processes and practices, and explain expectations to employees.
• Assisting other management team members in identifying trends and establishing call center goals.
• Ensuring staff members are achieving desired service levels and taking corrective action, as needed.
• Preparing reports and analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.
• Authorizing replacements or refunds.
• Taking on other tasks or projects to support employees, other managers, and call center operations.

You will also have some requirements and personal attributes that you will need to demonstrate in your resume to ensure your potential employer will take your application seriously, such as:

• More education or experience in a related field may be preferred.
• Ability to multitask and remain calm under pressure, especially during peak hours or intense situations.
• Exceptional interpersonal, customer service, problem-solving, verbal and written communication, and conflict resolution skills.
• Knowledge of management principles and familiarity with company products, services, and policies.
• Strong coaching and leadership skills, ability to motivate employees.
• Decisiveness and attention to detail.
• Proficiency with the necessary technology, including computers, software applications, phone systems, etc.
• Polite, professional phone voice.

You may also want to do some industry research to find out what other companies want in their Call Center Managers.