Call Center Team Lead Resume Sample
Irma Wehner
57895 Spencer Avenue,
Houston,
TX
+1 (555) 622 0655
Work Experience
Call Center Team Lead
07/2017
-
PRESENT
Boston, MA
- Direct report to Senior Supervisor
- Technical expert for assigned team
- Responsible for supporting the supervisor in daily operation of the team and for leading the team with support from the Senior Supervisor in the supervisor's absence
- Ensure that metrics and stats are at or above goal or client expectations
- Run and manage reports for agents on metrics and stats
- Correctly answer questions regarding processes, policies and performance
- Assist supervisor in monitoring CSR activity in RTR and RTA to help with agent handle time, efficiency and schedule adherence
- Assist supervisor in conducting side by side monitors with agents and assist with documenting the results by providing written feedback to the supervisor for coaching
MS Call Center Team Lead
07/2010
-
03/2017
Detroit, MI
- Assist CSR's by answering customer questions by providing guidance and technical support when needed
- Assist in identifying system issues and call trends by escalating information to supervisors
- Maintain sincere interest in providing stellar customer care
- Understand customer needs, determine the appropriate course of action to meet those needs and complete or initiate transaction
- Exercise independent thinking in meeting customer needs
- Combine knowledge of product, good work ethic, effective time management skills and human relations skills to meet performance standards and positively influence the client's image
- Effectively deal with complex customers
Senior Client Services Representative Call Center Team Lead
08/2003
-
04/2010
Boston, MA
- Demonstrate a commitment to learning quickly and effectively applying knowledge
- Demonstrate a commitment to supporting a productive, positive work environment
- Offering floor support to associates
- Taking over escalated calls
- Working CRM escalations including routing to applicable work queues
- Helping to support phones based no service level and needs of the business
- Provide feedback to Supervisor about team training needs
- Complete basic call-related input in computer terminal to phone inquiries such as clicking buttons to confirm answers - Navigate to the appropriate pre-scripted responses in computer terminal and read verbatim to provide basic general and claims-specific information
- Acts as authority in absence of manager and assures smooth call center operations during manager’s absence
Education
Clark University
1998 - 2003
Bachelor's Degree in Management
Professional Skills
- Effective leadership skills (listening/verbal and written communication skills)
- Good organizational skills, including multi-tasking and prioritization in a fast-paced work environment
- Strong leadership skills, including leading by example
- Computer and technical skills to include experience with Internet and Web Browsers
- Excellent computer skills in MS Word, MS Excel, E-mail and Windows
- Excellent written, verbal and interpersonal communication skills with supervisors, peers and customers
- Excellent computer and data entry skills. Dependable, accurate, and detail-oriented
How to write Call Center Team Lead Resume
Call Center Team Lead role is responsible for leadership, training, payroll, mainframe, retail, finance, credit, database, auditing, telephony.
To write great resume for call center team lead job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Call Center Team Lead Resume
The section contact information is important in your call center team lead resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:
- First and last name
- Telephone number
Work Experience in Your Call Center Team Lead Resume
The section work experience is an essential part of your call center team lead resume. It’s the one thing the recruiter really cares about and pays the most attention to.
This section, however, is not just a list of your previous call center team lead responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular call center team lead position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Call Center Team Lead resume experience can include:
- Leads staff responsible for responding to customer service activities generated by stakeholders with relation to accounts in a wide range of companies and businesses. Focuses on innovation and team’s development to achieve results.
- Strong Customer/client service and consulting skills
- Demonstrated ability to identify and understand issues and resolve customer inquiries and develop appropriate solutions quickly and effectively
- Support the training process during new hire and additional skills training
- Shows exemplary customer service skills when working with the insured, agents, etc., when contacting our center
- Use decision making skills to work through difficult situations and cases
Education on a Call Center Team Lead Resume
Make sure to make education a priority on your call center team lead resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your call center team lead experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.
Additional details to include:
- School you graduated from
- Major/ minor
- Year of graduation
- Location of school
These are the four additional pieces of information you should mention when listing your education on your resume.
Professional Skills in Call Center Team Lead Resume
When listing skills on your call center team lead resume, remember always to be honest about your level of ability. Include the Skills section after experience.
Present the most important skills in your resume, there's a list of typical call center team lead skills:
- Excellent telephone etiquette, as well as oral and written communication skills
- Proven ability to communicate effectively; orally and written
- Excellent telecommunication, verbal communication and organizational skills
- Experienced and/or able to learn all the skills needed in Customer Service to support our customers and staff
- Proven history of paying attention to detail and having the ability to work in a fast-paced environment with fluctuating priorities
- Experience delivering great customer service and solid communication to a broad group of customers
List of Typical Experience For a Call Center Team Lead Resume
1
Experience For MS Call Center Team Lead Resume
- Regularly review customer experience quality scores providing performance feedback to representatives as well as providing updates to management on trends
- Partner with members of Aquasana training and product development teams to design and issue training as required
- Document evaluations – qualitative and quantitative – using NCC Auditing form
- Proper channels of verification of payer contracts is being followed on orders
- Oversees the performance of the team in answering and handling customer inquiries in a timely manner, meeting all SLA’s received through the automated ACD system, mail or email, as well as provide assistance in this function
- Provides feedback to management on ways to increase efficiencies and effectiveness of servicing customers’ needs. Make recommendation for process and procedure improvement to appropriate management. Assists in training. Makes suggestions for improved training tools and processes to the Trainer and Management Team
- Provide team leadership and guidance, building shift morale and a culture of support and performance excellence
- Complete basic call-related input in computer terminal to phone inquiries such as clicking buttons to confirm answers
- Monitor individual CSR’s calls in real time and and provide mentoring and feedback
2
Experience For Shred IT Call Center Team Lead Resume
- Work on special or on-going projects that are important to the customer care center’s continuous improvement
- Monitor calls on a daily basis for future coaching purposes
- Create daily, weekly, and monthly reporting of departmental metrics for representatives and management
- Assist with following up on escalated customer interactions (i.e. calls, chats, issues, etc)
- Assist with new hire and refresher training as requested by management
- Lead the day-to-day operations for a team of 20 CSRs
- Monitor real time call flow
- Provide guidance and direction to call center personnel to ensure call metrics and standards are met or exceeded, according to operational policies and procedures
- Provide daily reports on any issues, escalations, changes or other items to the project manager as required
3
Experience For Call Center Team Lead-wah Resume
- Provide help desk/call center support
- Lead team meetings and trainings in coordination with the Team Manager and other Team Leads
- Navigate to the appropriate pre-scripted responses in computer terminal and read verbatim to provide basic general and claims-specific information
- Provide CSR assistance in call management as needed
- Respond to calls escalated from CSR’s, and seek Supervisor for guidance when necessary
- Speak and read English and Spanish clearly, professionally, and fluently
4
Experience For IT Call Center Team Lead Resume
- Pass a federal background check
- Comply with moderate computer usage
- Work nights and weekends, as well as overtime and/or holidays as needed
- Coordinate staff based on needs
- Provide constant feedback to staff based on quality and productivity metrics
5
Experience For Senior Client Services Representative Call Center Team Lead Resume
- Identify each member’s strengths and weaknesses
- Act as a subject matter expert for all call center
- Prepare and implement procedures and processes for Dental Insurance Provider Call Center
- Communicate regularly with call center supervisors and managers
- Ensure Rust and Anthem Dental Insurance Provider policies are followed by Call Center staff
- Maintain call center staff productivity and ensure expectations are met by CSRs
6
Experience For Call Center Team Lead for Lcco Resume
- Function as Subject Matter Expert (SME) on Dental Insurance Provider project
- Be prepared to assist CSRs with any call question or escalation
- Be prepared to take any call center role to ensure departmental success
- Work hours needed for appropriate supervisory project coverage and meet client and company business needs
- Memo in the database appropriately
- Analyze problems and provide information/solutions
- Develop and maintain positive customer relations and coordinate with various functions within the company to ensure customer requests and questions are handled appropriately and in a timely manner
- Basic knowledge of Customer Service principles and processes, including needs assessment, meeting quality standards and improving customer satisfaction
- Critical thinking and decision making to work with current processes and able think out of the box when needed
7
Experience For Call Center Team Lead-campaigns Resume
- Multitask while maintaining the highest level of customer satisfaction
- Sales order entry and processing
- Research and analyze data to address operational challenges and customer service issues
- Provide external and internal customers with requested information
- Seek, understand and respond to the needs and expectations of internal and external customers
- Create and maintain spreadsheets in Excel
8
Experience For Overnight Call Center Team Lead Resume
- Learn and retain large quantities of case specific information
- Flexibility in work schedule to accommodate business needs
- Conduct complaint investigations and associated tasks to ensure complaint investigations are thorough, investigation conclusions are appropriate, appropriate procedures are followed and complaint investigations are conducted and closed in a timely manner
- Review & identify the root causes of complaints and works with the applicable operational departments such as, Quality Control and Operations, to ensure an appropriate resolution
- Responds directly to customers when necessary to investigate and resolve complaints
9
Experience For Healthcare Call Center Team Lead Resume
- Keep abreast of new products and services as well as enhancements to existing products and services to actively promote and cross-sell the bank’s products and services to new and existing clients
- Process miscellaneous transactions including stop payments, telephone transfers, loan payoffs, loan verifications, etc.
- Retrieve all night service calls and e-mail messages received through the bank’s website and fulfill their requests by either responding back to them or directing their requests to the appropriate branch or department
- Excellent quality assurance scores that demonstrates professionalism and knowledge
- Learn new skill-sets and pass them on to others
- Represent Customer Service Excellence when working with or at other facilities and departments
10
Experience For Tax Services Senior Indirect Tax National Tax-affordable Care Act Call Center Team Lead Resume
- Provides positive feedback and support to all CSRs and departments within AmTrust
- Learn the quality assurance process and monitor calls as needed
- Meets current and future productivity measurements (not ready, RNA, etc.)
- Answer escalated inbound customer calls and emails from call center agents regarding new and existing orders, resolve escalated customer complaints and answer questions on Aerosoles products and services in a fast-paced, customer oriented environment
- Verify customer information, keep detailed records of customer interactions and transactions; recording inquiries, complaints, and comments, as well as actions taken
- Utilize internal systems to process customer returns, manage order status, provide accurate information and resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, and adjusting invoices
List of Typical Skills For a Call Center Team Lead Resume
1
Skills For MS Call Center Team Lead Resume
- Proven ability to increasing the effectiveness, efficiency and quality of an organization
- Communicate effectively and professionally both verbally and in writing
- Communicate technical information effectively to staff, the public, vendors and technical resources
- Prior supervisory or leadership experience in a customer service or retail environment
- Six months prior successful leadership experience
2
Skills For Shred IT Call Center Team Lead Resume
- Solid Technical knowledge and experience
- Experience with escalation of priority issues and route inquiries to the correct resources
- At least one (1) year of experience as a CSR I on the CCO project or at least two (2) years of relevant call center experience required
- Experience in creating / documenting / training workflows
- Experience in actively engaging and diffusing challenging telephone and customer service situations
- Experience in a state health and human services environment or similar setting
- Customer Service experience (preferably in Call Center setting)
- Leadership/Management experience in leading teams
- Experience in troubleshooting Computer Software and Hardware
3
Skills For Call Center Team Lead-wah Resume
- Experience working in a Higher Ed environment
- Experience in leading a Call Center
- Strong working knowledge of call center scripts, processes, technology and organizational procedures
- Call Center/Customer service Experience (Inbound/Outbound Calls)
- Strong knowledge of IT solutions
4
Skills For IT Call Center Team Lead Resume
- Customer Service experience 1-3 years
- Customer service or other telephone experience
- BA and 2+ years of related experience
- Proven ability to work and maintain a positive environment with peers, management and customers
- 1-3 years Customer Service, call monitoring, and Complaint handling experience
- Able to define problems, organize and collect data, establish facts and draw valid conclusions
- Experience in a leadership role in a Call Center
5
Skills For Senior Client Services Representative Call Center Team Lead Resume
- Maintain effective and positive relationships with CSRs, supervisors, Dental Insurance Provider business partners, and call center managers
- Able to transfer and assist as needed in other departments with a positive, professional, and effective attitude
- Operate a PC/image station to obtain and extract information and document information, activities and changes in the database
- Ensure the communication link is strong between the customer care center and other departments
- Demonstrates general knowledge of Windows PC, Microsoft Word and Excel, and Outlook, MapPoint, CIB, Tower, BSA, and Case Management
- Experience with standards-based performance measures
6
Skills For Call Center Team Lead for Lcco Resume
- Four years of call center experience
- Experience with call center and/or health care databases
- Experience as a Call Center Lead Agent
- Monitoring, coaching, and various forms of on-the-job training and continuing education
- Completing day to day complaint handling operations as directed by Management
- Willing to assist team on peak volume days or time of year
- Maintaining daily service levels
7
Skills For Call Center Team Lead-campaigns Resume
- Assist caller with filling out online application and submitting it electronically to the provider for processing
- Determine training and cross training opportunities for redundancy purposes
- Mentor and provide coaching and progression planning
- Assist staff in working through more challenging issues
- Successfully pass new hire, client and ongoing training
- Manages process logging changes to business practices based on trending complaint data and summarizes this data for Management review
- Responsible identifying and coaching insurance verification needs
- Provide superior customer service and expediency when dealing with an escalated customer issues, with the intent of providing the highest customer satisfaction
- General office environment in a Central Station setting
8
Skills For Overnight Call Center Team Lead Resume
- Engage staff in making their daily functions more efficient
- Be cognizant of cost and potential cost cutting measures through periodic review of expendables and vendors
- Manage licensing and maintenance contracts, operations, equipment inventory, supplies, software and hardware procurement
- Various manufacturer training and certificates related to technical certifications and/or customer service are highly desirable
- Provide training opportunities for staff
9
Skills For Healthcare Call Center Team Lead Resume
- Involve staff in decision making process with regards to team initiatives
- Participate in call center training at the direction of leadership
- Document inquiry outcomes for accurate tracking and analysis
- Acceptable to superior personal quality monitoring scores and productivity
- Communicate appropriate feedback, information, and directions both orally and in writing
- Thorough understanding of call center technology and internal applications
10
Skills For Tax Services Senior Indirect Tax National Tax-affordable Care Act Call Center Team Lead Resume
- Assist in development of training materials and process enhancements related to complaints management
- Analyzes trends in consumer complaints and manages trending report for Management review and for historical performance
- Works in accordance with company guiding principles, policies and procedures
- Ensure associates are adhering to their schedule
- Assist with daily/weekly reports including attendance, adherence, quality and call disposition
- Maintain working knowledge of all policies, procedures, services and systems
List of Typical Responsibilities For a Call Center Team Lead Resume
1
Responsibilities For MS Call Center Team Lead Resume
- Provide customers with product recommendations and upsell/cross-sell products as appropriate
- Serve as support and backup for the call center management team
- Think out of the box in order to solve escalated customer situations
- Basic knowledge of Aerosoles brands and product lines helpful
- Supervision of Customer Service Representatives
- Provide daily direction, communication and coaching support to employees so that customer service calls are answered in a timely, efficient and knowledgeable manner
2
Responsibilities For Shred IT Call Center Team Lead Resume
- Monitor calls to observe employee’s demeanor, technical accuracy and conformity to company policies
- Study and standardize work procedures and processes to improve departmental efficiency
- Manage sales order entry, credits and returns
- Assist in resolution of customer service/customer issues
- Represent the Customer Service Department as needed on cross functional partnerships that address company issues as they arise
3
Responsibilities For Call Center Team Lead-wah Resume
- Assist management with new hires
- Monitor call center floor for quality assurance by direct observation
- Communicate issues directly to management and coach call center representatives, as directed by Call Center Manager
- Take calls four hours a day
- Coach and develop associates
- Ensure team’s stats are within acceptable levels
- Understand and enforce the call center policy and procedures
- Acts as subject matter expert on departmental processes and use strong product knowledge to answer questions from representatives and provide on the spot training and coaching
- Monitor department metrics and adjusts workforce accordingly to support business need
4
Responsibilities For IT Call Center Team Lead Resume
- Assist with customer calls, chats, and issues as needed to meet department service levels
- Create helpdesk tickets to report technical difficulties, escalated complaints, or representative errors
- Work on departmental ad hoc projects as assigned
- Exemplify and apply a professional and customer focused image for all internal and external customers
- Occasionally responsible to oversee activity of the call center in the absence of a Section Manager
- Assist with team huddles and departmental meetings as requested by management
- Proficiency with Microsoft Office business software and use of information databases
- Service oriented attitude and ability to exercise sound business judgment
5
Responsibilities For Senior Client Services Representative Call Center Team Lead Resume
- Maintain confidentiality and discretion in business relationships
- Requires proficiency in understanding and applying applicable elements of Fair Debt Collection Practices (FDCPA) and Fair Credit Reporting Act (FCRA) for tasks performed
- Proven leadership skills, the ability to develop and motivate a team, the ability to communicate effectively to a variety of audiences and the ability to provide support and direction
- Speak effectively before groups of customers and/or employees of the company
- Respond promptly to customer feedback and requests for service and assistance
- Defuse escalated situations
- Flexibility to work in a 24/7 call center
- Dependable, accurate and detail oriented
- Knowledge and success in overall previous performance that includes Quality, Attendance, and scheduled adherence
6
Responsibilities For Call Center Team Lead for Lcco Resume
- Work the hours of operations
- Experience with and/or ability to use call center telephony equipment All positions in this project are classified as limited capacity. This means that the duration of your employment with MAXIMUS is based on business needs and based on the contract requirements of the services provided
- Customer Service database
- SCA Job Profile Only
- Previous call center team lead or supervisor expiere
7
Responsibilities For Call Center Team Lead-campaigns Resume
- Knowledge of principles of supervision of technology services and staff
- Knowledge of service management best practices, performance metrics, knowledge bases and other associated tools
- Expert level knowledge and ability to lead call center activities and administer help desk functions
- Advanced knowledge of communication systems, theory, methods, practices and procedures for a wide range of computer systems, platforms, applications, data communications, service tracking and other applications used in help desk services
- Demonstrated ability to perform needs assessments and initiate strategies enabling support on computer hardware, software, data processing functions, computer operating systems, networks and voice telecommunication systems
8
Responsibilities For Overnight Call Center Team Lead Resume
- Knowledge of computer security protocols and procedures
- Knowledge of principles of project management
- Plan work, coordinate multiple projects, develop reports and analytical studies and to communicate project and routine operational needs
- Create and implement strategic and operational objectives
- Consult on the applications and functional interfaces among multiple software systems for both educational and administrative departments
- Build and print routes for drivers
9
Responsibilities For Healthcare Call Center Team Lead Resume
- Ensures that routes are balanced and accepted in BSA
- Prepares paperwork for drivers; reviews return paperwork
- Reschedules drivers for extra or missed pickups
- Ensures PDT’s are downloaded
- Ensures manifests are accurately completed
- Alerts manager to disruptions in automated activities and/or computer systems, which impact customer service or department’s operation
- Handle patient payments and payment plans with patients over the phone
10
Responsibilities For Tax Services Senior Indirect Tax National Tax-affordable Care Act Call Center Team Lead Resume
- Recommend improvements to applications, workflows and procedures
- Constructive suggestions on how to leverage technology to improve quality and or productivity
- Work on special projects such as E shop
- Other administrative tasks as assigned by Management
- Fulfillment; mail merge
- Monitor call queue
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