Established performance standards, monitored representatives' calls, discussed results through coaching/counseling. Measure performance. Launched new phone system, created QA process, created standard operating procedure manual and training manual for company. Established call center metrics and reporting that provided strategic overviews of business operations, including workforce planning. IVR is a large aspect of many call centers, and its efficient operation enables you to route more complicated calls to the agent. Centralized multiple call centers which provided consistent training, leadership and ability to respond to immediate needs of the corporation. Procured, configured and maintained an IP PBX phone system for the admin and sales staff. Improved overall performance of the call center by 15%. Realized organic profit growth of start-up internet operation resulting in monthly gross revenue of $20M. Led the tactical operation of a customer support team comprised of 20 Technical Support Professionals in a World Class Call Center. Call Centre Manager Resume Examples. Developed training materials and conducted training classes. Conducted needs and productivity assessments, performance reviews, capacity planning audits and quality control queues. Created and administered corrective action plans and annual performance reviews. Call center managers have to be on their toes all the time. Created Culture Training and The Hartford Policy Training for Fidelity Customer Service Representatives. Handled and resolved irate customer complaints and problem solving to their satisfaction without causing additional escalations. Sourced, purchased and implemented a new Performance Management system for all US based service employees. Utilized workforce management software in order to schedule team with maximum efficiency. Assisted with management of $2M annual budget with a gross profit percentage goal of 75%. Attained and surpassed company expectations by developing programs, processes and projects associated with achieving sales goals. Created and developed company new hire training program, as well as updated training for all current staff members. In internal surveys, the company gets information about call center performance through an internal survey. Developed action plans and created and monitored performance evaluations. Trained all sales associates in the 800 Loan Yes, Direct Mail and Internet Sales groups. Provided training and development, recognition and performance management to a team of inside sales representatives, trainer and team leader. Monitored the performance of staff members according to established standards and conduct performance evaluations. Managed a 40 seat Technical Support call center that was responsible for the technical support of 2,000+ retail stores 365 days/year. Created and implemented individual development plans for direct reports. A fun and easy way to initiate training is via games. Analyzed all systems mentioned to pin point areas of opportunity for each CSR. Great supervisors are understanding and listen to staff. Ensured training of all staff members and instructed them on customer's methods, procedures, and standards. Facilitated weekly vendor conference calls and monthly departmental strategic planning meetings. Monitored department's progress and management of resources by implementing performance metrics and ensured they aligned with the overall business objectives. But remember that you shouldn’t pay too much attention to technical skills… They are reliable, prompt, focused, cost-effective, ,and adaptable. It is rare that a customer contacts a call center to praise your product. Collaborated with Floor Supervisors to create strategic plans to enhance customer satisfaction. Prepared and presented Performance Appraisals, S.M.A.R.T. Managed production schedule adherence and ensured delivery of products to internal and external customers. Developed and delivered yearly employee performance appraisals, quarterly one on one's, and goal planning sessions. Annual prizes are a great way of motivating call center agents to boost performance and reward behavior. Utilized Benchmarking and innovative skills to ensure service excellence to internal & external customers. Implemented and created a recognition program designed to deliver the WOW experience for both internal and external customers. Ensured adherence to all industry and PAREXEL quality standards through accountability for customer satisfaction. Resolved customer complaints regarding sales and service including promoting sales. Spearheaded project to research, select, and install new Siemens phone system from concept to completion. Supervised and managed a team of 35-50 Customer Service Representatives in a culturally diverse, high volume call center environment. Informed customer of incentive and partnership programs and escalated cases regarding incentive programs and unethical conduct relating to mortgage funding. Provided input as subject matter expert on implementing call monitoring software and establishment of call quality standards. Managed all Call Center operations including technical support and website inquiries. Provided leadership in multiple call centers spanning across policy services and processing operations. Do this by mechanical or human means. Achieved expected key performance indicators. Communicated job expectation and enforced company policies and procedures. Created a monthly review process to ensure monthly, quarterly, yearly sales goals are achieved. Monitored incoming calls to assure CSR's were giving top customer service over the phone. In remote monitoring, the call center agent is monitored by a peer. Processed payroll, bookkeeping, authorized request time-off forms, and maintained department scheduling for all employees and supervisors. Verified payroll information for all call center employees and submitted information to human resources. Conducted performance counseling with Supervisors regarding performance for Customer Care Representatives and Team Leads. Worked directly with workforce management to develop and implement any necessary changes to meet or exceed regulated serviced levels. This method is very effective and also teaches the agent about some interpersonal dynamics and expectations. 3. Processed payroll, vacation and administrative managerial duties including interviewing applicants, and handling annual reviews. Developed and oversaw all management responsibilities including: hiring, workforce management, day-to-day operations, and employee incentives. Led team of 30 second-level technical support analysts responsible for resolution of personal computer and laptop problems for Allstate employees. Improved transparency by providing daily and weekly reports to all departments to aid in capacity planning. Managed a team of 15-20 call center agents providing customer care for existing and potential benefit plan members. Drafted and administered performance appraisals, conducted interviews, facilitated staff meetings, analyzed productivity. Determined call center operational strategies by conducting needs assessments. Developed sales incentive programs for call center through call-type for costing and training, increasing sales as much as 50%. Below are a few best practices for coaching work-at-home agents: • Offer two-way support between supervisors and agents. Authored promotions logbook detailing various types of promotions including step-by-step software instructions and POS Manuals detailing point-of-sales procedures. Without planning, there can be no control. In order to facilitate control, have SMART objectives. Implemented a team environment to allow management to focus on individual representatives and create a healthy, competitive workforce. Provided guidance to make sure all Key Performance Indicators are met. Contributed to workforce management through recruiting, scheduling, performance management, employee development and analysis of the entire process. Consulted, developed and made recommendations on quality standards, policies and operating procedures for a new Customer service center. Created and designed on Excel one spreadsheet report that consolidated clearly the IVR five pages report. Managed the day-to-day operations for the call center including communications and strategic planning for the call center. Interpreted complex legislation, regulations and policies regarding local, state and federal government. 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