Call Center Manager

Call Center Manager Resume Keywords and Skills (Hard Skills)

Here are the keywords and skills that appear most frequently on recent Call Center Manager job postings. In other words, these are the most sought after skills by recruiters and hiring managers. Go to Sample Templates ↓ below to see how to include them on your resume.

Remember that every job is different. Instead of including all keywords on your resume, identify those that are most relevant to the job you're applying to. Use the free Targeted Resume tool to help with this.

Choose a category
  • Contact Centers
  • Call Center Development
  • Customer Experience
  • Call Center Administration
  • Customer Retention
  • Coaching
  • Performance Management
  • Workforce Management
  • Customer Service Management
  • Sales
  • Account Management
  • Teaching
  • Sales Management
  • Operations Management
  • Call center start-up
  • Customer Relationship Management (CRM)
  • Employee Training
  •   Show full list

Resume Skills: Call Center Software

  • Zendesk
  • G Suite
  • MS Office Suite
  • Five9
  • Salesforce
  • ServiceNow
  • LiveChat
  • Zoho Desk
  • Slack
  • Teams
  • Genesys
  • Avaya
  • Aspect
  • RingCentral
  • Twilio

Resume Skills: Customer Relationship Management

  • Zendesk
  • Freshsales
  • Zoho CRM
  • Salesforce
  • HubSpot
  • SAP

Resume Skills: Communication Tools

  • Microsoft Teams
  • Slack
  • Google Workspace
  • Confluence
  • JIRA

Resume Skills: Data Analytics

  • Excel
  • Tableau
  • MySQL
  • Power BI

Resume Skills: Project Management

  • Kanban
  • Lean
  • SCRUM
  • Six Sigma

Resume Skills: Performance & Quality Assessment

  • KPI Implementation and Monitoring
  • SLA Compliance
  • QA Tools/Processes
  • Process Optimization

Resume Skills: Languages

  • English
  • Spanish

Resume Skills: Productivity Tools

  • MS Office Suite
  • G Suite
  • CRM software (Salesforce, Zoho, Hubspot)
  • Project Management (Asana, Trello)

Resume Skills: Customer Service

  • Conflict Resolution
  • Emotional Intelligence
  • Active Listening
  • Product Knowledge Delivery
  • Positivity

Resume Skills: Additional

  • Data Analysis
  • Performance Metrics
  • Training & Development
  • Service Improvement Strategies
  • Team Management
  Does your resume contain all the right skills? Paste in your resume in the AI Resume Scan ↓ section below and get an instant score.

Compare Your Resume To These Call Center Manager Skills (ATS Scan)

Paste your resume below and our AI will identify which keywords are missing from your resume from the list above (and what you need to include). Including the right keywords will help you get past Applicant Tracking Systems (i.e. resume screeners) which may scan your resume for keywords to see if you're a match for the job.

Sample Call Center Manager Resume Examples: How To Include These Skills

Add keywords directly into your resume's work experiences, education or Skills section, like we've shown in the examples below. Use the examples below as inspiration.

Select a free resume example
Your Name
Call Center Supervisor
City, Country  •  (123) 456-789  •  [email protected]  •  linkedin.com/in/your-profile
EXPERIENCE
Resume Worded October 2018 - Present
Senior Call Center Supervisor
Managed a team of 30+ call center professionals, improving customer retention by 12% through enhanced training programs and quality assurance systems.
Implemented performance management metrics, leading to increased employee productivity and reduced average call duration by 25%.
Orchestrated transitions from customer complaints to the sales team, contributing to a 17% increase in upsells and cross-sells.
Advanced the company's contact center by leveraging data entry automation, resulting in a 30% reduction in order processing times.
Ensured a customer-first culture by leading weekly 'Customer Experience Bootcamps', which decreased negative customer feedback by 35%.
T-Mobile April 2015 - September 2018
Call Center Team Lead
Oversaw a team of 15 customer service representatives, attaining an 8% increase in overall customer satisfaction ratings.
Introduced mentoring initiatives, increasing employee competency and reducing staff turnover by 20%.
Streamlined training processes by creating a robust coaching system, thereby saving 2 hours per week per employee.
AT&T January 2012 - March 2015
Customer Service Representative
Provided high-grade customer service to over 150 customers daily, reducing escalated queries by 10%
Adopted a proactive sales approach resulting in a personal achievement of 4% incremental revenue.
EDUCATION
Resume Worded Institute June 2018
Certified Customer Service Professional (CCSP)
Ranked top 5% in Certification Exam
Resume Worded University May 2011
Bachelor's Degree in Business Administration
Specialization in Customer Relationship Management
Recipient of Service Excellence Scholarship
SKILLS
Customer Service Management Tools: Zendesk, Salesforce, Zoho Desk, Freshdesk, LiveAgent, TeamSupport
Project Management: Trello, Asana, Jira, Slack, Google Workspace
Data Analysis Software: Microsoft Excel (Advanced), Google Sheets (Advanced), SQL (Intermediate)
Language: English (Native), Spanish (Conversational), French (Basic)
OTHER
Awards: Top Performer Award, T-Mobile (2017), Employee of the Year, AT&T (2013)
Leadership & Volunteering: Mentor, Year Up (Providing guidance to young adults pursuing careers in customer service)
Professional Certification: Six Sigma Yellow Belt Certification
Workplace Safety: Certified in First Aid and CPR
Your Name
Customer Service Team Lead
City, Country  •  (123) 456-789  •  [email protected]  •  linkedin.com/in/your-profile
EXPERIENCE
Coached.com May 2017 - Present
Customer Service Manager
Safeguarded 100% adherence to customer service management principles, improving customer satisfaction score by 15%.
Utilized performance management tools to drive a 10% improvement in team efficiency and customer response times.
Revamped the call center development process by introducing a new training program, reducing staff onboarding time by 30%.
Applied customer experience strategies to offer unique solutions, leading to a drop in customer churn rate by 18%
Led account management initiatives, nurturing relationships with customers and increasing customer lifetime value by 20%.
Verizon February 2013 - April 2017
Senior Customer Service Representative
Used effective sales strategies to upsell and cross-sell products, boosting monthly sales by 7%.
Received ‘Best Employee’ award for consistently maintaining 95% positive customer ratings.
Guided and mentored a team of 10 new hires, resulting in them becoming fully operational 25% faster than average.
AT&T December 2010 - January 2013
Customer Service Representative
Maintained a customer satisfaction rate of 90% in a high volume, fast-paced environment.
Improved order fulfillment accuracy by 20% through efficient data entry.
EDUCATION
Resume Worded Institute May 2017
Certificate in Customer Service Leadership
Curriculum focused on advanced customer service management techniques and leadership practices
Resume Worded University May 2010
Bachelor's in Business Administration - Marketing
Minors in Communication and Sales Management
Awards: Resume Worded Academic Excellence Award (Top 5%)
SKILLS
Service Management: Customer retention, Conflict resolution, Staff development, Teambuilding, Performance reviews, Decision making
Techniques: Upselling, Cross-selling, CRM, Direct sales, Cold calling, Market research, Data analysis
Software: Microsoft Suite (Expert), Salesforce (Advanced), Zendesk (Professional), Jira (Intermediate)
Languages: English (Native), Spanish (Conversational), French (Basic)
OTHER
Certifications: ICMI Certified Customer Service Manager, Six Sigma Green Belt Certification
Leadership & Volunteering: Volunteer at Helping Hand Foodbank, Mentor at the Young Business Leaders Program
Projects: Established a Customer First training program at Coached.com, reducing customer complaints by 30% over 2 years
Awards: Verizon's Outstanding Customer Service Manager of the Year (2016), AT&T's Top New Hire (2011)
Your Name
Customer Care Manager
City, Country  •  (123) 456-789  •  [email protected]  •  linkedin.com/in/your-profile
EXPERIENCE
Resume Worded June 2016 - Present
Customer Care Director
Led the customer care team of 40+ FTEs, decreased customer complaints by 25% by implementing process improvements.
Enhanced customer experience through the development of effective customer outreach strategies, leading to a 10% boost in customer loyalty.
Took charge of stagnating sales by strategizing upselling and cross-selling opportunities, increasing quarterly sales by 12%.
Championed training programs, driving a decrease of 30% in the training time of new employees.
Steered a staff efficiency project using data-centered evaluation, improving team performance metrics by 11%.
Sprint January 2011 - May 2016
Customer Care Supervisor
Streamlined call center administration, reducing average call wait time by 20%.
Mitigated customer cancellation rates by 15% by intervening and providing resolution in escalated issues.
Accomplished a 7% conversion rate by proactively pushing for sales in customer interactions.
AT&T November 2008 - December 2010
Customer Care Advocator
Achieved a consistent customer satisfaction score of 90%, significantly higher than company average.
Secured a consistent average resolution time 15% faster than company average, handling both customer inquiries and issues.
EDUCATION
Resume Worded University January 2011 - December 2012
Master of Business Administration - Customer Relationship Management
Emphasized coursework in leadership, strategic planning, and problem-solving
Resume Worded Academic Center August 2004 - May 2008
Bachelor of Science - Business Administration
Focus on marketing and sales principles
Awards: Dean's List for Academic Excellence
SKILLS
Customer Relations: Conflict resolution, negotiation, empathetic communication, rapport building, customer retention strategies
Technical Skills: Salesforce CRM, Microsoft Dynamics, Zendesk, Zoho Desk, Microsoft Office Suite
Management: Strategic planning, performance review and feedback, employee training and development, rostering, budget allocation
Languages: English (Native), Spanish (Fluent)
OTHER
Certifications: Certified Customer Service Manager (CCSM) - Customer Service Institute of America
Leadership & Volunteering: Big Brothers Big Sisters of America - Volunteer Mentor, Resume Worded United Way Campaign - Steering Committee Member
Projects: Developed and implemented highly effective customer satisfaction survey, resulting in significant improvements in customer retention and overall satisfaction scores
Your Name
Call Center Manager
City, Country  •  (123) 456-789  •  [email protected]  •  linkedin.com/in/your-profile
EXPERIENCE
Coached.com January 2022 - Present
Call Center Manager
Executed a new call center practice using CRM, resulting in a 40% increase in customer experience satisfaction ratings.
Managed and implemented effective workforce management, leading to an increase in employee productivity by 25%.
Overhauled customer retention strategy to increase retention rates by 15% within six months.
Led a team of 50+ call center agents and boosted the performance management system, improving average response times by 30%.
Developed a comprehensive employee training program, leading to a 35% improvement in performance metrics within three months.
Resume Worded March 2018 - December 2021
Call Center Supervisor
Oversaw the onboarding process for new employees, reducing training time by 20% and increasing efficiency.
Implemented customer service management platforms to track metrics, improving resolution rates by 10%.
Executed contact center development initiatives that led to a 10% increase in customer satisfaction scores.
AT&T January 2015 - February 2018
Call Center Agent
Improved customer experience metrics by effectively using the company's CRM tools.
Contributed to a 12% increase in sales by leveraging effective account management strategies.
Exceeded performance targets by 18%, earning recognition for excellence in sales management.
EDUCATION
Resume Worded University March 2018
Master of Business Administration - Leadership and Management
Specialization in Customer Relationship Management
Resume Worded Academic Center December 2014
Bachelor of Arts in Communication Studies
Minors in Business Administration
Awards: Resume Worded Academic Excellence Award (Top 5%)
SKILLS
Customer Relationship Management: Zendesk, Freshsales, Zoho CRM, Salesforce, HubSpot, SAP (Intermediate)
Communication Tools: Microsoft Teams, Slack, Google Workspace, Confluence, JIRA (Proficient)
Call Center Software: Five9, Genesys, Avaya, Aspect, RingCentral, Twilio (Advanced)
Data Analytics: Excel (Advanced), Tableau (Intermediate), MySQL (Basic), Power BI (Intermediate)
OTHER
Certifications: ASQ Certified Manager of Quality/Organizational Excellence (2020), ICMI Certified Call Center Manager (CCCM - 2018)
Leadership & Volunteering: Call Center Coach at Resume Worded Mentorship Program, Planned and executed annual charity event for Resume Worded foundation
Continued Learning: Attended annual Customer Success Conferences (2016-2021), Completed Coursera Project Management Professional Course
Projects: Developed a full-fledged employee training program, Implemented new workforce management software leading to an increase in overall efficiency by 25%
Your Name
Customer Service Manager
City, Country  •  (123) 456-789  •  [email protected]  •  linkedin.com/in/your-profile
EXPERIENCE
Coached.com January 2022 - Present
Customer Service Manager
Revamped customer relationship management strategy, leading to a 30% boost in customer loyalty and retention.
Launched an innovative customer service management system, improving team performance by 35%.
Implemented a coaching program that led to the promotion of 5 team members within the first year.
Generated over $500,000 in revenue using strategic sales management.
Led a team to optimize customer interactions, improving customer satisfaction rates by 20%.
Verizon July 2016 - December 2021
Customer Service Training Specialist
Improved customer service skills through efficient employee training, reducing customer complaints by 15%.
Introduced an efficient workforce management system, increasing productivity by 20%.
Managed successful strategies for customer retention, resulting in a 18% decrease in customer churn.
Implemented new CRM strategies, boosting sales by 25%.
Resume Worded January 2014 - June 2016
Customer Service Representative
Managed high-volume customer inquiries, leading to a 10% increase in customer satisfaction.
Maintained a 95% customer retention rate through effective relationship management.
Supported a team-wide sales initiative, resulting in a 12% increase in annual sales.
EDUCATION
Resume Worded University December 2020
Master of Business Administration (MBA) - Focus on Customer Relationship Management
Academic Excellence Award for Outstanding Thesis on Modern Customer Service Techniques
Resume Worded Academic Center May 2014
Bachelor's Degree in Business Administration - Marketing
Minors in Communication and Public Relations
Recognition: Dean's List 2012 (Top 10% of class)
SKILLS
Productivity Tools: MS Office Suite, G Suite, CRM software (Salesforce, Zoho, Hubspot), Project Management (Asana, Trello)
Software & Platforms: ServiceNow, Zendesk, LiveChat, Zoho Desk, Slack, Teams
Customer Service: Conflict Resolution, Emotional Intelligence, Active Listening, Product Knowledge Delivery, Positivity
Additional Skills: Data Analysis, Performance Metrics, Training & Development, Service Improvement Strategies, Team Management
OTHER
Certifications: Certified Customer Service Manager (Customer Service Institute of America, 2021), Service Strategies Certification (2020)
Leadership & Volunteering: Dress for Success (Volunteer career coach, 2018 - present)
Projects: Co-authored white paper on The Evolution of Customer Service in the Digital Age, published by Verizon (2020)
Efficiency Achievements: Streamlined customer service processes reducing resolution times by 30% at Coached.com
Your Name
Operations Manager
City, Country  •  (123) 456-789  •  [email protected]  •  linkedin.com/in/your-profile
EXPERIENCE
Call-Center Inc. January 2022 - Present
Operations Manager
Oversaw all facets of call center operations, efficiently reducing support issues by 40%.
Implemented a comprehensive workforce management system, enhancing overall productivity by 30%
Developed and implemented a new customer service management protocol, increasing customer satisfaction by 20%
Introduced performance management strategies, elevating team productivity by 25%.
Reduced operating costs by 15% by streamlining operations and employing cost-effective resource management.
Resume Worded June 2015 - December 2021
Contact Center Team Leader
Led a team of 30+ associates, managing their performance and driving a 10% increase in productivity.
Implemented a customer experience improvement project that boosted customer satisfaction scores by 15%.
Developed new sales strategies that increased annual sales by 20%.
Coached.com January 2013 - May 2015
Customer Care Associate
Provided top-notch customer service, contributing to a 10% increase in customer retention.
Improved customer response time by utilizing company’s CRM tools.
Worked as part of a sales team and exceeded the sales target by 12%.
EDUCATION
Resume Worded University July 2014
Master’s in Business Administration
Specialization in Operations Management
Resume Worded University June 2012
Bachelor of Science in Business Administration
Minor in Customer Service Management
Recipient of Resume Worded Business Scholarship
SKILLS
Tools & Technologies: Zendesk, G Suite, MS Office Suite, Five9, Salesforce
Project Management: Kanban, Lean, SCRUM, Six Sigma
Performance & Quality Assessment: KPI Implementation and Monitoring, SLA Compliance, QA Tools/Processes, Process Optimization
Languages: English (Native), Spanish (Conversational)
OTHER
Certifications: Certified Call Center Manager from International Customer Management Institute
Leadership & Volunteering: Mentor at the Big Brothers Big Sisters Program, Volunteer at Annual Feed the Homeless Event
Conference Participation: Panelist at Future of Customer Service Conference, Regular attendee at CCW Digital events
Professional Affiliations: Member of the International Customer Management Institute and Call Center Network Groups

How do I add skills to a Call Center Manager resume?

1
Review the job posting closely.

Go through the Call Center Manager posting you're applying to, and identify hard skills the company is looking for. For example, skills like Customer Retention, Workforce Management and Coaching are possible skills. These are skills you should try to include on your resume.

2
Add industry skills like Call Center Development and Customer Experience.

Add other common skills from your industry - such as Contact Centers, Performance Management and Call Center Administration - into your resume if they're relevant.

3
Add skills into your work experience.

Incorporate skills - like Account Management, Employee Training and Sales - into your work experience too. This shows hiring managers that you have practical experience with these tools, techniques and skills.

4
Show examples of where you trained people.

On Call Center Manager resumes, you should give specific accomplishments that involve you training others, whether that's in your team or other stakeholders.

5
Highlight leadership and management skills.

Hiring managers often want to see evidence of leadership and management on a Call Center Manager resume, so try to include any examples of where you led a project or managed other people.

6
Use the exact job title.

Try to add the exact job title, Call Center Manager, somewhere into your resume to get past resume screeners. See the infographic for how to do this.

Word Cloud for Call Center Manager Skills & Keywords

The following word cloud highlights the most popular keywords that appear on Call Center Manager job descriptions. The bigger the word, the more frequently it shows up on employer's job postings. If you have experience with these keywords, include them on your resume.

Top Call Center Manager Skills and Keywords to Include On Your Resume

Call Center Manager Soft Skills

Here are common soft skills that appear on Call Center Manager job postings. Unlike hard skills, which refer to tools, software or techniques, soft skills focus on character traits and interpersonal skills. Instead of listing these phrases on your resume, try to show them through your bullet points like in the examples below.

Tip: Do not list these words or phrases on your resume, and instead focus on the hard skills we described above.

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Call Center Manager Resume Templates

Here are examples of proven resumes in related jobs and industries, approved by experienced hiring managers. Use them as inspiration when you're writing your own resume. You can even download and edit the resume template in Google Docs.

Resume Example
Call Center Customer Service Rep


Resume Example
Call Center Manager


Resume Example
Call Center Representative


Resume Example
Call Center Supervisor


Resume Example
Call Center Agent


Resume Example
Call Center CSR


Browse Skills from Similar Jobs

Frequently Asked Questions

What skills do hiring managers want to see on a Call Center Manager resume?

Some popular Call Center Manager hard skills are Contact Centers, Call Center Development, Customer Experience, Call Center Administration, Customer Retention, Coaching, Performance Management and Workforce Management.

Depending on the job you apply to, skills like Employee Training, Operations Management, Sales, Customer Relationship Management (CRM) and Account Management can also be good to include on your resume.

Target your Resume to a Job Description

While the keywords above are a good indication of what skills you need on your resume, you should try to find additional keywords that are specific to the job. To do this, use the free Targeted Resume tool. It analyzes the job you are applying to and finds the most important keywords you need on your resume.

It is personalized to your resume, and is the best way to ensure your resume will pass the automated resume filters.

Start targeting your resume

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