Call Center Team Leader Resume

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Here is the Call Center Team Leader Resume example:

Dennis Flood

4465 Fulton Street

Parkersburg, WV 26003

(555)-555-5555

[email]

Career Objective To use my skills as a Call Center Team Leader to obtain a position with growing firm that can benefit from my expertise.

Summary of Qualifications:

Remarkable supervisory experiencein call center
Expertise in providing and receiving coaching and feedback
Good understanding of call center operations
Proficient with MS Office suite and center technology
Ability to review departmental processes and work flows with view of improving efficiency
Ability to oversee, establish and document departmental procedures
Ability to update database with accurate information in a timely manner
Ability to assist in role playing with teammates to gain confidence and experience
Exceptional leadership, management and motivational skill

Work Experience:

Call Center Team Leader, August 2005 – Present

Minacs, Parkersburg, WV

Hiredstaff, identified behaviors and coached employees to be outstanding performers.
Identified and reinforced positive behaviors through formal and informal reward and recognition.
Encouraged and developed teamwork among others and themselves.
Managed delivery of customer and employee satisfaction and achieved scorecard and client goals.
Adhered to corporate and client policies, procedures and guidelines.
Interpreted and communicated corporate and business expectations to all team members.

Call Center Team Leader, May 2000 – July 2005

Telvista Inc., Parkersburg, WV

Supervised Call Center’s administrative processes and procedures.
Monitored calls and metrics, provided feedback, coaching, and reporting on data.
Audited, coached, and trained Customer Service Representatives.
Provided feedback and documented accordingly including annual performance reviews.
Participated in the recruiting and interviewing process.
Lead a team of employees and managed assets under their control.
Monitored and provided feedback and coaching of team members per the quality standards.

Education

Bachelor’s Degree In Computer Science, Rose State College, Midwest City, OK