Call Center Operations Manager Resume Example & Writing Guide

Use this Call Center Operations Manager resume example and guide to improve your career and write a powerful resume that will separate you from the competition.

Call center operations managers are responsible for managing the day-to-day operations of their team. They oversee the planning, organizing, and directing of all aspects of the center’s functions. They’re also responsible for ensuring that their team is working efficiently and effectively.

Because call center operations managers oversee such large groups of people, they need strong interpersonal skills, as well as a solid understanding of how to manage a large group effectively. They need to be able to motivate and inspire their teams to achieve goals and thrive in their roles. And they need to have a clear understanding of how to set realistic expectations and deliver on promises.

Follow these tips and resume example to write a great call center operations manager resume that will get you noticed by recruiters.

Mary Thompson
Phoenix, AZ | (123) 456-7891 | [email protected]

Seasoned call center operations manager with over 10 years of experience leading and managing teams in a high-volume environment. Proven ability to optimize processes, increase efficiency, and improve customer satisfaction. Excels at developing and implementing strategic plans, training and coaching staff, and driving performance metrics.

University of Phoenix Jun '10
M.B.A. in Business Administration
Northern Arizona University Jun '06
B.S. in Business Administration
Company A, Call Center Operations Manager Jan '17 – Current
  • Managed a team of 20+ agents to ensure the highest level of customer service and quality control in order to achieve 99% call resolution rate.
  • Oversaw daily operations, including hiring, training, scheduling, coaching, and terminating employees as needed.
  • Trained new hires on company policies and procedures for effective performance management and ensured compliance with all regulations regarding privacy laws and security standards.
  • Assisted in developing processes that improved efficiency within the department by implementing best practices from other industries such as manufacturing or healthcare.
  • Developed an employee incentive program based on metrics like Quality Control (QC) scores, sales goals, etc., which resulted in increased motivation among staff members to improve their performance at work.
Company B, Call Center Operations Manager Jan '12 – Dec '16
  • Implemented a new customer satisfaction survey that increased the overall score by 5%
  • Spearheaded an initiative to reduce average call time by 2 minutes, resulting in a 20% increase in sales
  • Conducted weekly team meetings and one-on-one coaching sessions with all employees for improved performance
  • Managed a staff of 25 agents responsible for handling over 1,000 calls per day
  • Reduced turnover rate by 15% through regular employee recognition programs and training opportunities
Company C, Customer Service Representative Jan '09 – Dec '11
  • Achieved sales goals by maintaining effective communication with customers and follow-up on leads to ensure long term customer relationships.
  • Increased team productivity through training in the use of company CRM software, resulting in an average 15% increase in daily call volume per person with new calls being routed to them within 3 rings.
  • Trained staff on proper procedures for handling all types of phone inquiries including customer orders, technical support issues and general customer questions.
  • Certified Customer Service Professional
  • Certified Quality Auditor
  • Certified Six Sigma Black Belt

Industry Knowledge: Call Center Operations, Customer Service, Sales, Data Analysis, Team Management
Technical Skills: Salesforce, Zendesk, Google Apps, Microsoft Office Suite, CRM
Soft Skills: Communication, Leadership, Decision Making, Empathy, Negotiation, Teamwork

How to Write a Call Center Operations Manager Resume

Here’s how to write a call center operations manager resume of your own.

Write Compelling Bullet Points

When you’re writing bullet points, it can be tempting to simply list your responsibilities. But that’s not enough to make a strong impression. Instead, you should use your bullet points to demonstrate how you’ve used your experience and skills to achieve results.

For example, rather than saying you “managed call center staff,” you could say that you “increased customer satisfaction by 15% in six months by developing new training program for customer service agents.”

The second bullet point paints a much clearer picture of what you did and the results of your work. And it also provides a specific number to demonstrate the level of improvement.

Identify and Include Relevant Keywords

When you apply for a job as a call center operations manager, your resume is likely to be scanned by an applicant tracking system (ATS) for certain keywords. This software looks for terms related to the job, like “customer service” and “dispatcher” in order to determine whether your skills are a match for the position. If your resume doesn’t include enough of the right keywords, your application might not make it past the initial screening process.

To increase your chances of getting an interview, you should use keywords throughout your resume. You can find them in the job posting or by reading through other call center operations manager resumes. Here are some examples:

  • Contact Centers
  • Team Leadership
  • Customer Satisfaction
  • Teaching
  • Customer Experience
  • Call Center Operations
  • Coaching
  • Operations Management
  • Telecommunications
  • Sales Management
  • Customer Service
  • Performance Management
  • Sales
  • Human Resources (HR)
  • Change Management
  • Management
  • Team Building
  • Leadership
  • Problem Solving
  • Call Center Training
  • Leadership Development
  • Team Motivation
  • Call Center Design
  • Contact Center Operations
  • Contact Center Optimization
  • Customer Retention
  • Negotiation
  • Contact Center Management
  • Sales Operations
  • Operations

Showcase Your Technical Skills

As a call center operations manager, you need to be proficient in a variety of software programs and systems in order to effectively manage your team. This might include programs like Salesforce, Zendesk, and Five9, as well as Excel and PowerPoint. Additionally, you should be familiar with call center-specific concepts, like call volume, abandoned calls, and average handle time.


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