Call Center Operations Manager Resume
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1758 Beechwood Avenue
Newark, NJ 7102
(333)-842-9624
c.nadler@emailaddress.com
Job Objective: Experienced Call Center Operations Manager seeking employment with reputable organization where my skills and training can be a positive contribution to company.
Highlights of Qualifications:
Huge experience in managing call center operations and assisting in monitoring educational interactive marketing campaigns
Outstanding knowledge of CRM technology and its procedures
Deep knowledge of contact center technologies - CTI, IVR, Predictive Dialer, Reporting, and Dashboard tools
Wide knowledge of utility billing systems, credit and collection practices
Ability to identify and resolve various problems
Ability to interpret all schematics and diagrams
Ability to develop training program for subordinates
Ability to present both qualitative and quantitative information in a clear
Ability to interpret all regulations for utility services
Professional Experience:
Call Center Operations Manager
Epson, Newark, NJ
October 2008 - Present
Coordinated with executives and affiliate directors and provided necessary feedback as appropriate.
Provided support to call center supervisors and administered everyday activities of call center.
Monitored call center operations and ensured high quality of services.
Assisted supervisors and developed various metrics for productivity and prepared necessary reports.
Worked with team supervisors and identified call volume trends and maximized ways to improve qualifications.
Planned annual business and prepared strategies for forecasting budgetary needs and allocated budget to various departments.
Maintained knowledge on various best industry practices and developed associated strategies.
Analyzed processes and recommended new technologies for incorporation in system.
Assist Supervisor Call Center Operations
Raytheon, Newark, NJ
August 2003 - September 2008
Managed work of all subordinates and ensured a high volume of calls at call center.
Monitored call performance of team and scheduled department processes accordingly.
Analyzed and interpreted data and developed necessary strategies for improving efficiency of processes.
Developed various team objectives and policies and ensured optimal level of customer services.
Ensured compliance to all departmental policies and procedures and communicated same to staff.
Trained and hired call center representatives and facilitated in continuously improving process.
Call Center Operations Analyst
Convergys, Newark, NJ
May 1998 - July 2003
Analyzed procedures and recommended changes if required to improve working of processes.
Ensured adherence to all company guidelines by implementing project and it’s working.
Evaluated operational policies and procedures and suggested enhancements if required.
Reviewed performance metrics for various business units and determined levels of acceptability.
Maintained knowledge on all policies and procedures of processes.
Education:
Bachelor's Degree in Customer Service
Jamestown College, Jamestown, ND
