Call Center Floor Manager Resume

Posted in Resume Samples for Manager

Alice Murphy
3266 Burton Avenue
Memphis, TN 38117

Job Objective To secure a position with an expanding company as Call Center Floor Manager where my education and experience can be utilized to the fullest.

Highlights of Qualifications:

  • Admirable experience in administering smooth working of a call center
  • Exceptional knowledge of improving process
  • Operational knowledge of computer systems and managing software applications
  • Immense ability to work at various schedules
  • Deep ability to multitask and meet all deadlines
  • Amazing communication skills in both oral and written forms
  • Skilled to provide optimal customer services
  • Ability to identify and resolve all problems

Professional Experience:

Call Center Floor Manager
Headway Corporate Resources, Memphis, TN
October 2008 – Present

  • Coordinated with seniors and analyzed client requirements and assisted in providing subject matter expertise on all floor programs.
  • Developed communication for fundraisers such as prepared background information and provided briefs for materials.
  • Designed training programs and documented all procedures on an everyday basis.
  • Prepared campaign results and provided it to fundraisers team.
  • Managed all floor operations and facilitated actions to maximize performance of campaigns.
  • Monitored any issues in donor calls and ensured optimal level of client services.
  • Assisted Managers in implementing special plans and ensured success of campaigns.
  • Maintained effective work environment and initiated corrective actions as required.

Call Center Coordinator
Unisys, Memphis, TN
August 2003 – September 2008

  • Administered all inquiries coming to call floor and provided necessary information to clients.
  • Performed regular follow ups on various referrals provided and ensured optimal customer satisfaction.
  • Maintained good working relationships with various customers and referrals.
  • Managed working of Genesis centers and associated services.
  • Provided efficient genesis services with help of company products.
  • Participated in rotation duties and performed appropriately.

Call Center Supervisor
Shopko, Memphis, TN
May 1998 – July 2003

  • Reviewed performance of staff and ensured effective achievement of all objectives.
  • Evaluated improvement objectives and developed strategies to effectively achieve it.
  • Planned various goals for outbound campaigns on a weekly basis and ensured effectiveness.
  • Monitored all calls and ensured optimal quality in assisting customers.
  • Managed customer complaints and trained staff to handle and resolve all complaints.
  • Ensured compliance to company policies and procedures.


Bachelor’s Degree in Customer Care Management
Miami University, Oxford, OH

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