Call Center Operations Manager
Jordan Nguyen
[email protected] • +1 (555) 987-6543 • linkedin.com/in/jordan-nguyen • jordannguyenportfolio.com • San Jose, CA
Professional Summary
Call Center Supervisor with overyears of experience in customer service and team managementin high-volume call centers. Successfully increased agent performance by implementing a new training program that boosted first-call resolution rates by 20%. Utilized CRM tools to streamline data collection and improve call efficiency.
Skills
Team Leadership, Performance Metrics Analysis, Call Routing Optimization, Quality Assurance Processes, CRM Software Integration, Telephony Systems Management, Knowledge Base Implementation, Customer Feedback Analysis Tools
Work Experience
Senior Call Center Supervisor
01/2022
Tech Company Inc, San Francisco, CA
•
Implemented a new training program, boosting first-call resolution rates by 20%
•
Reduced agent turnover by 30% through improved onboarding and support processes
•
Created a CRM integration, streamlining data collection and improving call efficiency by 25%
•
Developed a customer feedback system, leading to higher positive review scores
Call Center Supervisor
06/2020 - 12/2021
Previous Company, San Francisco, CA
•
Fixed performance issues by implementing a new call routing system, reducing average wait time from 5 to 2 minutes
•
Improved agent morale by 40% through regular coaching sessions and performance incentives
Call Center Supervisor
12/2018 - 05/2020
Old Company Inc, San Francisco, CA
•
Reduced customer complaints by 50% through the introduction of a new quality assurance process
•
Implemented a knowledge base system, decreasing the time agents spent on finding information by 45%
Education
Bachelor of Science in Business Administration, Concentration in Operations Management
09/2013 - 05/2017
San Jose State University, San Jose, CA
Relevant coursework: Business Analytics, Quality Management Systems, Customer Relationship Management. GPA: 3.8
Projects
Call Center Efficiency App
Developed a mobile application to improve call center agent efficiency by providing quick access to customer data and automated scripts.
Customer Feedback Website
Created an independent website for collecting anonymous feedback from call center customers, utilizing surveys and sentiment analysis tools.
Certifications
Certified Call Center Manager
06/2024
International Customer Service Association
A professional certification recognizing expertise in managing and optimizing call center operations.
CRM System Specialist
12/2023
Salesforce
Certification in the use of Salesforce CRM system for customer service and sales operations.
Join thousands who transformed their careers with AI-powered resumes that pass ATS and impress hiring managers.
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This resume format works well for ATS (Applicant Tracking Systems) because it incorporates essential keywords relevant to a Call Center Supervisor role such as 'customer service', 'team management', and 'performance improvement'. The inclusion of quantifiable achievements, such as increased agent performance metrics, enhances the likelihood of being selected for an interview. Additionally, structuring the resume with clear sections like Professional Summary, Work Experience, Skills, and Education ensures that ATS can easily parse through the information to match it with job requirements.
Furthermore, including a professional LinkedIn profile link provides additional context and credibility, making this resume stand out in crowded applicant pools.
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Expert guidelines and best practices for each section of your resume.
First Name Last Name City, State, Zip Code Phone Number | Email Address LinkedIn Profile URL | Portfolio URL (Optional)
Your contact information is the first section recruiters see. Keep it concise and professional. Ensure your email address is appropriate (e.g., [email protected]). Include your LinkedIn profile for a comprehensive view of your professional journey. A portfolio or personal website is recommended for creative, technical, or design roles.
Do not include your full physical address (street number/name) for privacy reasons. Avoid including personal details like marital status, age, photo, or social security number unless specifically required in your country. Don't use unprofessional email addresses.
See clear examples of how to format contact details effectively.
John Doe 1234 Random St, Apt 56 New York, NY 10001 [email protected] github.com/aliciacode Single, 28 years old
John Doe New York, NY (555) 123-4567 | [email protected] linkedin.com/in/johndoe
Professional Title Result-oriented [Role Name] with [Number] years of experience in [Key Skills/Industries]. Proven track record of [Major Achievement]. Skilled in [Key Technologies/Skills]. Committed to delivering [Specific Value] for [Target Industry/Company type].
A professional summary is your elevator pitch. It should be 3-5 sentences long, summarizing your experience, key skills, and major achievements. Tailor it to the job description by using relevant keywords. Focus on what makes you unique and the value you bring to potential employers.
Avoid generic objectives like 'Looking for a challenging role to grow my skills.' Recruiters want to know what value you bring to them, not what you want from them. Don't use first-person pronouns (I, me, my). Keep it concise and impactful.
Compare a weak objective with a strong professional summary.
Objective: I am a hard-working individual looking for a Call Center Supervisor position where I can learn new things and advance my career.
Senior Call Center Supervisor with 6+ years of experience in customer service and team management. Increased agent performance by implementing a new training program, boosting first-call resolution rates by 20%. Expert in CRM software integration and call routing optimization.
Technical Skills - Languages: [List] - Frameworks: [List] - Tools: [List] Soft Skills - [Skill 1], [Skill 2], [Skill 3]
Group your skills logically (e.g., Languages, Frameworks, Tools). Focus on hard skills relevant to the job. List skills in order of proficiency or relevance. Soft skills are better demonstrated through bullet points in your experience section rather than a bare list.
Do not list skills you are not comfortable using in an interview. Avoid using progress bars or percentages to rate your skills (e.g., "Java: 80%") as they are subjective and often misinterpreted. Don't include outdated technologies unless specifically required.
Practical example showing do's and don'ts for skills
Technical Skills - Java Programming: Advanced (90%) - Python: Beginner Level Soft Skills - Leadership, Team Management, Customer Service
Technical Skills - CRM Software Integration - Telephony Systems Management - Knowledge Base Implementation Soft Skills - Strategic Planning, Employee Development, Quality Assurance Processes
Job Title | Company Name | Location Month Year – Month Year - Action Verb + Context + Result (Quantified) - Led [Project] resulting in [Outcome]... - Collaborated with [Team] to implement [Feature]...
This is the core of your resume. Use reverse-chronological order (most recent first). Start each bullet with a strong action verb. Focus on achievements and impact, not just duties. Use numbers to quantify your impact (dollars, percentages, time saved, users affected). Show progression and increasing responsibility.
Avoid passive language like "Responsible for..." or "Tasked with...." Don't list every single daily task; focus on significant contributions and measurable outcomes. Avoid jargon that recruiters outside your field won't understand.
Practical example showing do's and don'ts for experiences
Managed call center operations including scheduling shifts, training agents, and reviewing reports.
Optimized team schedules to ensure 24/7 coverage, reducing agent overtime by 15%.
Implemented a CRM system that improved data entry for customer interactions.
Integrated CRM software, increasing call efficiency by 30% through streamlined data collection and analysis.
Degree Name | University Name | Location Month Year – Month Year - Relevant Coursework: [Course 1], [Course 2] - Honors/Awards: [Award Name] - GPA: X.X (if above 3.5)
List your highest degree first. If you have significant work experience, keep the education section brief. Include your GPA only if it is above 3.5 or if you are a recent graduate. Highlight relevant coursework, academic projects, honors, or leadership roles.
Do not include high school details if you have a college degree. Avoid listing every single course you took; select only the most relevant ones. Don't include graduation dates from decades ago if age discrimination is a concern in your field.
Practical example showing do's and don'ts for educations
Bachelor of Arts in Communications | State University | Anytown, USA June 2014 – May 2018 - Courses Taken: Introduction to Public Speaking, Principles of Marketing, Business Writing, etc. - GPA: 3.2
Bachelor of Science in Business Administration | San Jose State University | San Jose, CA September 2013 – May 2017 - Relevant Coursework: Business Analytics, Quality Management Systems, Customer Relationship Management
Project Name | Tools/Technologies Used - Briefly describe what you created and its purpose - Highlight specific challenges you solved - Link to portfolio or demo if available
Projects are excellent for demonstrating practical skills, especially if you lack work experience or are changing careers. Include a link to your portfolio or demo if possible. Focus on projects that show problem-solving skills and relevant tools for the target role.
Don't include trivial tutorials unless you significantly expanded on them. Avoid projects that are outdated, incomplete, or irrelevant to the role you're applying for. Don't just list technologies—explain what you created and why it matters.
Practical example showing do's and don'ts for projects
Created a basic CRUD app using Django, Flask. Learned to manage databases through Django admin panel.
Developed a customer feedback system in Python using Django, which integrated with existing CRM systems to streamline data collection and improve call efficiency. Reduced response times by 25%.
Another practical example focusing on project relevance
Built a static webpage for my personal use using HTML/CSS/JS.
Designed and developed an independent feedback website to collect anonymous customer reviews from call center operations. Implemented sentiment analysis tools to provide actionable insights, leading to improved service delivery.
Common questions about this role and how to best present it on your resume.
Key skills include leadership, communication, problem-solving, and customer service.
Highlight transferable skills like project management and team leadership from your previous industry.
Qualifications typically include a bachelor's degree and experience in call center operations.
Detail promotions, additional responsibilities, and achievements that demonstrate growth over time.
Join thousands who transformed their careers with AI-powered resumes that pass ATS and impress hiring managers.
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