Call Center Manager Resume Example & Writing Guide
View a professional call center manager resume example with proven bullet points, key skills, and expert tips. Copy what works and customize with your own experience.
Professional Summary Examples
Start your resume with a compelling summary. Here are proven examples you can adapt:
Experienced call center manager with 7+ years leading customer service operations for teams of 60+ agents handling 15,000+ calls weekly. Improved First Call Resolution by 20% and reduced average handle time by 25% while maintaining a CSAT score of 92%. Skilled in workforce management, quality assurance, and agent development.
Results-oriented call center manager specializing in multi-channel contact center operations (phone, email, chat). Managed a $2.5M annual operating budget while reducing cost-per-contact by 18% through process automation and self-service channel optimization. Led a team recognized as #1 in the company for customer satisfaction.
Dynamic call center manager with a track record of transforming underperforming teams into top-performing units. Increased agent retention from 55% to 82% through improved coaching, career pathing, and incentive programs. Experienced in Genesys, NICE, and Salesforce Service Cloud implementations.
Work Experience Bullet Points
Use these achievement-focused bullet points as inspiration. Replace the numbers with your own metrics.
- Managed daily operations of a 65-agent inbound call center handling 15,000+ calls per week with an average speed of answer under 30 seconds
- Improved First Call Resolution (FCR) from 68% to 88% by implementing agent knowledge base tools and enhanced call scripting protocols
- Reduced average handle time (AHT) from 8.5 minutes to 6.4 minutes (25% reduction) through process streamlining and targeted agent coaching
- Maintained a Customer Satisfaction (CSAT) score of 92% consistently for 8 consecutive quarters, exceeding the company benchmark of 85%
- Decreased cost-per-contact from $8.50 to $6.95 (18% reduction) through IVR optimization, chatbot implementation, and self-service channel development
- Increased agent retention rate from 55% to 82% by developing a comprehensive onboarding program, career progression framework, and quarterly incentive plan
- Managed a $2.5M annual operating budget encompassing payroll, technology, and training, delivering results 6% under budget each year
- Implemented a quality assurance program monitoring 500+ calls monthly across 65 agents, providing individualized coaching plans that improved QA scores by 15%
- Led the rollout of an omnichannel platform (Genesys) integrating phone, email, and live chat, increasing total contact capacity by 40% without additional headcount
- Developed and delivered a 3-week new-hire training curriculum reducing ramp time from 6 weeks to 4 weeks while improving trainee performance benchmarks by 20%
Key Skills for Call Center Manager Resume
Include these skills on your resume to pass ATS screening and impress recruiters:
Recommended Certifications
These certifications can strengthen your call center manager resume:
Tips for Your Call Center Manager Resume
- Quantify your achievements: Use specific numbers, percentages, and dollar amounts to demonstrate impact.
- Use industry keywords: Include terms from the job description to pass ATS screening.
- Lead with action verbs: Start bullet points with strong verbs like developed, implemented, increased, reduced.
- Keep it concise: Aim for one page unless you have 10+ years of relevant experience.
Frequently Asked Questions
What metrics should a call center manager include on a resume?
Include key performance indicators: First Call Resolution (FCR), Average Handle Time (AHT), Customer Satisfaction (CSAT), Net Promoter Score (NPS), Average Speed of Answer (ASA), cost-per-contact, agent utilization rate, and agent retention/turnover. Show improvements over time with before/after numbers.
How do I demonstrate leadership on a call center manager resume?
Quantify team size managed (65+ agents), retention improvements (55% to 82%), training programs developed, coaching impact on QA scores, and team rankings. Include budget responsibility, headcount planning, and examples of transforming underperforming teams into top performers.
What technology should a call center manager know?
Key technologies include ACD/telephony systems (Genesys, NICE, Avaya), CRM platforms (Salesforce Service Cloud, Zendesk), workforce management tools (NICE WFM, Verint), quality monitoring software, and chatbot/IVR platforms. Analytics and reporting tool proficiency is also essential.
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