Call Centre Manager Resume Example

Call Centre Manager Resume

A Call Centre Manager handles managerial responsibilities such as conducting meetings, coaching’s, prepares reports and information dissemination to agents he is handling in a call centre company either outbound or inbound in nature. He collates statistics and metrics of agents and is responsible for reporting to his manager for reference. They are also responsible for giving out appraisals and memos to agents for their work in the company.  This can be achieved by holding assessment and planning meetings and activities and by ensuring an open flow of communication.

Call Centre Manager Resume Example

Katrina Mayer

1845 Creekside Blvd, Salt Lake City

Utah, 85464

Phone: (856) 451-8888

Katrina.young@sbcglobal.net

Objective

Experience and dependable manager seeking to be employed for a call centre company

Summary of Qualification

  • Outstanding managerial skills in handling employees for development
  • Highly motivational and dependable manager for agent to meet the objectives and goals of the company
  • Conducts regular meeting and coaching’s to update agents of their development and standings on a weekly basis
  • Handles Focus Group discussions with agents, supervisors and human resources for inquiries and concerns with the work environment
  • Prepares reports, data management, development, absenteeism and metrics of agents o be used for reference and coaching
  • Receives supervisor calls from agents either for commendations or concerns
  • Prepares recommendation letters and provide feedback for agens applying for a higher or a different position in the company

Career Experience/Job History

2008 – present: Call Centre Manager, InterContinental Hotels Group

  • Handles 20 agents for a team in the company
  • Attend seminars and training for new hotel opening and their amenities
  • Ability to seek information and detail regarding customer inquiry especially amenities and policies of the hotel
  • Ability to navigate IRIS set up by the company
  • Commendations from customer regarding a job well done and high customer satisfaction surveys
  • Consistently meeting company metrics such as revenue return and handling time of calls

2006-2008: Reservation Sales Representative;  InterContinental Hotels Group

  • Handles inbound phone calls for reservation of hotels worldwide
  • Answers inquiries and concerns of guests regarding a particular hotel and its amenities
  • Transfers calls to specific department that handle their concerns and inquiries

Education

2002-2006: Bachelor of Arts in Communication; Brigham Young University

Professional reference will be furnished upon request

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