![]() Managed annual budgets worth up to $30MM while supervising six operations managers, 35 supervisors, and up to 500 front-line specialists delivering customer service to Sprint's highest-value customers and customers identified as the most likely to switch carriers.Oversaw a 540-staff call center providing 11K daily inbound and outbound Sprint customer inquiries per day as one of six nationwide Individual Liable (IL)Directors of Call Center Operations.Frequently met or exceeded call center metrics reducing abandonments rates while increasing net revenues.Developed and lead training seminars for new and existing reps teaching product knowledge and key sales tactics.Applied "best practices" to daily workflow and customer service protocols aimed at increasing consumer satisfaction. ![]() Created and presented reports using Trend Analysis for forecasting call volumes and coverage levels.Responsible for the WorkForce management strategies within the call center to ensure proper call ratios per rep.Worked directly with the VP of Finance developing a weekly strategy to secure targeted collection amounts.Managed overall call volumes working with senior marketing analysts to modify IVR's using skill-based routing.Worked with CTO testing and launching new call center IVR's & CRM systems also writing training collateral.Successfully managed the daily operations of a 75+ person inbound direct to the consumer call center.While hiring for this role, employers look for degree holders with the following skills – several years of call center management expertise effective leadership and analytical skills working knowledge of financial statement analysis, staffing models, and telecom opportunities exceptional ability to develop and manage result-oriented recruiting and training programs and strong negotiation skills. ![]() A well-drafted Director of Call Center Operations Resume indicates the following duties – managing and leading the process for continuous improvement of the customer experience developing and guiding team members to leverage the value of every call taking responsibility for development and administration of the department budget delivering results against a defined scope of work developing and maintaining effective internal and external quality assurance managing metrics, and reporting statistical performance levels related to the call center developing and maintaining effective organization of responsibility managing and expanding client and coworker relationships, and finding and closing new revenue opportunities. Director of Call Center Operations Resume SamplesĪ Director of Call Center Operations takes responsibility for the strategic planning and execution of all call center operations.
0 Comments
Leave a Reply. |
AuthorWrite something about yourself. No need to be fancy, just an overview. ArchivesCategories |