Contact Center Supervisor

Contact Center Supervisor Resume Keywords and Skills (Hard Skills)

Here are the keywords and skills that appear most frequently on recent Contact Center Supervisor 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
  • Coaching
  • Customer Experience
  • Performance Management
  • Customer Retention
  • Teaching
  • Banking
  •  Find out what your resume's missing
  • Process Improvement
  • Employee Training
  • Customer Service
  • Sales
  • Quality Assurance
  • Business Process Improvement
  • Leadership Development
  • Insurance

Resume Skills: Communications Software

Resume Skills: Project Management

Resume Skills: Data Analysis Tools

Resume Skills: Quality Assurance

Resume Skills: Call Center Technologies

  • Interactive Voice Response (IVR)
  • Computer Telephony Integration (CTI)
  • Avaya Call Management System
  • Automatic Call Distributor (ACD)
  • Predictive Dialing System
  •  Match your resume to these skills

Resume Skills: Office Software

Resume Skills: Customer Service Tools

Resume Skills: Communication Tools

Resume Skills: Software & Languages

  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 Contact Center Supervisor 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 Contact Center Supervisor 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.

Choose a template
Your Name
Contact Center Supervisor
City, Country  •  (123) 456-789  •  [email protected]  •
Resume Worded February 2021 - Present
Contact Center Supervisor
Restructured contact center protocols for greater efficiency, reducing call time by 15% without impacting customer satisfaction.
Implemented rigorous quality assurance practices, improving the service score by 20% within a year.
Coached junior team members, leading to 30% of them landing promotions within their first year.
Transformed under-performing team into the top performer within the center through focused leadership development.
Pioneered a customer retention program leading to a 25% decrease in customer churn. March 2019 - January 2021
Customer Service Team Lead
Led a team of 10 in offering stellar customer service, earning ‘Team of the Quarter’ title 3 times.
Orchestrated training sessions that increased employee productivity by 18%.
Spearheaded a sales initiative, resulting in a 15% increase in revenue.
Barclays July 2017 - February 2019
Customer Service Representative
Exceeded customer service targets by 12%, contributing to the branch's top 10% ranking nationwide.
Recognized as ‘Employee of the Month’ for outstanding performance and dedication to job role.
Resume Worded University March 2019
Master of Business Administration - Leadership and Strategy
Completed with a focus on Customer Service Management
Resume Worded University May 2017
Bachelor of Science - Business Administration
Minor in Communication Studies
Involved in Students in Free Enterprise (SIFE) organization
CRM & Data Management: Salesforce, Zendesk, Zoho, MS Dynamics, Hubspot, ServiceNow
Communications Software: Slack, Zoom, Microsoft Teams, Google Meet, Skype, Trello
Call Center Technologies: Interactive Voice Response (IVR), Computer Telephony Integration (CTI), Avaya Call Management System, Automatic Call Distributor (ACD), Predictive Dialing System
Office Software: Microsoft Office Suite (Word, Excel, PowerPoint), Google Workspace, Asana, Keynote, Outlook
Certifications: Certified Customer Experience Professional (CCXP) - CXPA (2021), Project Management Professional - PMI (2020)
Leadership & Volunteering: United Way Fundraising Committee (Leader and Volunteer), Junior Achievement Business Advisor
Awards: Resume Worded Employee of the Month (May 2021), Top Team Lead (2019-2020)
Courses: Jeff Toister's Phone-Based Customer Service, Coursera’s Fundamentals of Digital Marketing, Leadership and Influence, Team Building and Team Leading
Your Name
Contact Center Leadership Role
City, Country  •  (123) 456-789  •  [email protected]  •
Resume Worded April 2020 - Present
Senior Contact Center Manager
Overhauled contact center operations, driving a 20% increase in service efficiency.
Enhanced customer experience by integrating feedback into service improvements, leading to a customer satisfaction score increase by 18%.
Implemented performance management strategies, slashing underperformance by 25%.
Applied business process improvement methodologies to refine workflows, saving a total of 15 hours per week.
Reduced turnover rates by initiating employee training programs and fostering a supportive work environment. October 2017 - March 2020
Call Center Supervisor
Achieved highest customer satisfaction rates across all teams, 3 quarters in row.
Generated a 10% sales boost by training representatives in upselling practices.
Improved process efficiency through the implementation of an innovative protocol.
MetLife May 2014 – September 2017
Customer Support Representative
Stood out for exceptional customer service, recognized as ‘Employee of the Year’ in 2016.
Outshined other representatives in the insurance sales department by 40%.
Resume Worded University March 2019
Master of Business Administration - Leadership & Management
Specialization in Customer Relationship Management
Resume Worded Institute May 2014
Bachelor of Science in Communication Studies
Minors in Business Administration and Human Resources
Awards: Dean's List 2014 (Top 10%), Communication Excellence Award (Top 5%)
Contact Center Software: Avaya, Salesforce Service Cloud, Genesys Cloud, Five9, NICE inContact, Microsoft Teams
Data Analysis Tools: Excel (Advanced), Tableau, PowerBI, Google Data Studio, SQL
Quality Assurance: KPI Monitoring, Compliance Audit, Process Improvement
Project Management: Lean Six Sigma, Agile, Scrum, JIRA, Salesforce
Certifications: Certified Customer Service Manager (CCSM), Certified Call Center Supervisor (CCCS)
Awards: Best Contact Center Team (2021, Resume Worded), Exceptional Leadership Award (2019,
Volunteering: Mentor, Help Desk Institute - provided guidance to new customer service professionals
Courses: Advanced Communications Course (2021, Resume Worded Institute), Operational Excellence Course (2019,
Your Name
Call Center Roles
City, Country  •  (123) 456-789  •  [email protected]  •
EXPERIENCE August 2022 - Present
Call Center Operations Manager
Boosted operational efficiency by 25% within a year through process improvement tactics, reflected in faster call resolution times.
Devised customer retention strategies, reducing client drop-off rates by 10%.
Undertook leadership development and collaborated with cross-functional teams to meet company objectives.
Introduced quality assurance measures that increased average customer service ratings by 15%.
Made training a priority, leading to increased productivity and a 20% increase in upselling results.
Resume Worded June 2019 - July 2022
Assistant Manager - Customer Support
Managed and trained a team of 15, helping 4 members advance to supervisory roles.
Increased customer service speed by 15% through a new, efficient workflow protocol.
Incorporated a weekly feedback session, improving service quality and staff morale.
Wells Fargo May 2017 – May 2019
Customer Care Specialist
Ranked ‘Best Performer’ in 2018, based on customer satisfaction, speed, and issue resolution.
Crucial to the team achieving its target of 20% conversion ratio in the banking sector.
Resume Worded Institute 2023
Certified Customer Service Manager (CCSM)
A specialized certification designed to develop advanced customer service management skills.
Resume Worded University May 2017
Bachelor of Science - Business Administration
Specialization in Operations Management
Dean's List 2014 - 2015 (Top 10% of the class)
Customer Service Tools: Zendesk, Help Scout, Salesforce Service Cloud, Zoho Desk, Freshdesk, LiveAgent
Communication Tools: Slack, Zoom, Microsoft Teams, Google Meet, Skype, Webex
Software & Languages: Microsoft Office Suite (Expert), G Suite (Expert), Spanish (Fluent), English (Native)
Certifications: ICMI Certification: Customer Management Principles (2021), Six Sigma Yellow Belt
Leadership & Volunteering: Children Charity International (Board Member and Fundraising Chair), Resume Worded Employee Resource Group (Co-Founder)
Awards: Star Performer Award, Resume Worded (2021), Customer Service Excellence Award, Wells Fargo (2018)
Professional Affiliations: Member, Customer Service Professionals Network (CSPN)

How do I add skills to a Contact Center Supervisor resume?

Review the job posting closely.

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

Add industry skills like Banking and Process Improvement.

Add other common skills from your industry - such as Teaching, Contact Centers and Customer Experience - into your resume if they're relevant.

Add skills into your work experience.

Incorporate skills - like Insurance, Quality Assurance and Leadership Development - into your work experience too. This shows hiring managers that you have practical experience with these tools, techniques and skills.

Highlight your supervisory skills.

Specifically on Contact Center Supervisor resumes, you should think about highlighting examples of where you supervised others. Recruiters want to see if you have experience supervising and providing oversight over teams of similar sizes.

Use the exact job title.

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

Word Cloud for Contact Center Supervisor Skills & Keywords

The following word cloud highlights the most popular keywords that appear on Contact Center Supervisor 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 Contact Center Supervisor Skills and Keywords to Include On Your Resume

Contact Center Supervisor Soft Skills

Here are common soft skills that appear on Contact Center Supervisor 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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Contact Center Supervisor 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
Customer Service Supervisor

Resume Example
Call Center Manager

Resume Example
Call Center Representative

Resume Example
Call Center Supervisor

Resume Example
Call Center Agent

Browse Skills from Similar Jobs

Frequently Asked Questions

What are the top skills you should add to your Contact Center Supervisor resume?

Here are some of the most popular skills we see on Contact Center Supervisor resumes:

  • Contact Centers
  • Coaching
  • Customer Experience
  • Performance Management
  • Customer Retention
  • Teaching
  • Banking
  • Process Improvement

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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