Your call center agents play an essential role in the life of your company; They are often the primary point of contact for your customers in their greatest times of need. Every successful call center team leader resume needs to have a fully-stocked experience section. This isn’t just about schools, it’s about the broader and bigger world of learning. Implemented new ideas for improvement in interdepartmental relationships and work process to provide excellent customer service skills. Maintain personal and team adherence to all CMS, ACHA, HIPAA, state and federal regulations, policies and procedures. Conduct live call observations to ensure accuracy. 2. Provide coaching and feedback along with performance reviews. Ensured optimal customer service for company offering local and global security and identity solutions; effectively led call center operations. Developed and administrated employee action plans when required. Fielded customer inquiries via phone, email, or social media and worked with the customer to troubleshoot issues. Started as a CSR and then had the opportunity to be promoted as a CS Supervisor. Authored documentation and procedures for adherence to call center policies. Mentored staff to reach and maintain department goals and Service Level Agreements (SLA). support for restaurants leading the Strike Team meeting coordinating action plans and communications. As a result, agents will be well informed and enthusiastic. Managed project TSOD (Technical Support On Demand). Introduced weekly stats and goals to New Hire Training Classes. Translated material used for training purposes from English to Spanish. Maintained daily and monthly goals - including attendance, sales, customer contacts and service levels. Experienced with Internet, Intranet and E-Mail applications. Monitored the daily activities of a customer support team. Developed Windows Management Script Application to perform automated Windows administrator tasks, software installation, and data gathering. Mentored and trained staff members on an individual and group basis. Maintained weekly performance evaluations, audits goals and expectations from direct reports to staff. Call Volume, Schedule Adherence, and Assisted Immediate Supervisor with Annual. Orchestrate heavy volumes of inbound and outbound calls for candidates seeking employment across the country. Ensured proper implementation of all United Airlines operational procedures and quality of service standards. Managed attendance and time-off requests to ensure proper phone coverage to meet and exceed established Service Levels of 80/20. Utilize VPI Voice Portal to listen to voice recordings to investigate customer or CSR complaints. Trained other staff members to work as a call center customer service agent. Developed product knowledge and made recommendations to customers based upon customer goals and contraindications to conditions or medications. Monitored daily key performance metrics/indicators to ensure center is on target to meet/and or exceed set goals. Assist in processing Medicare Part D claims. This requires them to be highly analytical and detail-oriented. Develop monthly activities that include training or re-fresher training materials for the agents. Served as first level escalation contact for internal and external customers requesting to speak to management. Provide training materials and documentation to Aspect Call Center and eWFM users. Installed and serviced cable television, high speed internet, wireless networks and digital telephone in customer s homes and businesses. Managing these networks is essential whether you manage traditional programs or projects. Coached team members to exceed defined sales goals and targets Serviced as part of a team that works together to meet service and quality standards. Configure firewall settings, and/or anti-virus settings for both Windows and Macintosh PC interfaces. Many employees hate attending team huddles because they think that it’s just a waste of time. Assist the Technical Client Support area with online password resets, new access requests and troubleshooting. Modern business requires communication skills that are effective across cultures, generations, and genders. Plan and lead training classes and workshops to ensure all specialists have the knowledge and resources to be successful. Hired, evaluated, promoted and dismissed direct reports as appropriate. Handled escalations and reservation troubleshooting providing general technical support and answers. We've identified some online courses from Udemy and Coursera that will help you advance in your career. Processed documentation establishing provider billing for Medicaid for 13 states. Provide administrative, clerical, general technical and personal computer support service to staff members. Supervised and trained a team of 9-16 representatives to answer a high volume of inbound calls. Call center team leaders are hands-on leaders. This website uses cookies to provide you with the best browsing experience. Provide reports and technical support to the call center management team. Often, incentives and bonuses depend on these assessments. Performed inbound and outbound calls for various accounts needing customer service or collection negotiations. Manage day to day operations of 150+ csr inbound call center. Coached and developed team towards reaching company-wide goals/metrics. Supported daily activities of Inside Sales Team to ensure customer expectations and internal requirements are met. Manage a team of 15 CSR's with questions and quality grading, Assisted with supervisor/escalated calls. Assist in preparing portions of SLA management reports. Processed outbound calls to follow up for promise to pay offers and settlements. Manage all customer escalations in support of Voice operation. Responsible for ongoing training of staff. Procedures. Provided input on hiring interviews, coaching and discipline of team members, along with performance reviews. Handle inquires and customer escalations for prompt and complete resolution. Processed Florida KidCare applications, renewals, and Medicaid Closures; working supporting documentation; and determined eligibility. Handle customer complaints and resolve any customer service issues as quickly as possible. Assisted with high volume phone lines for Dallas Yellow Cab. Advanced from Customer Service to Team Lead in less than 6 months from date of hire. Increased productivity through positive reinforcement. Generate daily agent productivity reports, escalation reports, SLA reports. Demonstrated professionalism by adhering to company policies and procedures. 1. Utilized and interacted in social media to respond to customer complaints and praise. Developed training materials and trained new hires each month in a one-week class. Identified which areas the CSR's needed more training and provided effective training. Provided documents performance feedback through side-by-side coaching, performance reviews, and goal setting and deficiency management. Provide troubleshooting support, answer and resolve problem that range from basic to complex technical issues related to web-based organizational applications. Developed staff through coaching, providing performance feedback, providing effective performance assessments, and establishing performance development plans. Developed and trained facilitators to present customer service presentations, ensuring the training is current and effective. Motivated team members to strive for high call quality and increased productivity through personal interaction and incentives. This means that every time you visit this website you will need to enable or disable cookies again. The education sector is undergoing great transformation, and in the coming decades... Communication complexity rapidly increases even with a few program or project team members and stakeholders. Provided accurate information within a timely manner. This course covers communication skills that engineering leaders use every day to motivate, inspire, and support the people in their organizations. Administered training for new hires and existing staff members. Selected Contributions: Responsible for ongoing team development and to communicate updates and enhancements to team regarding company policies. Maintain Quality Assurance/Quality Improvement process by ensuring that the agency adheres to Medicare guidelines follows physician orders and completes accurate documentation. Lead the team to exceed sales goals & stats as well as ensure new members transition well with the call type. Supervised a team of well-trained technical support technicians. Process requests within established policies and procedures and contractual obligations. People who become team leaders have some special skills that every employer lookout for, which are necessary to getting the job done. Strong interpersonal skills, a drive to succeed, a desire to learn and staying organized are key traits of good team leaders too. Call center representative responsible for customer sales, technical support, and education/training. Processed post 90day transfers, and handled a large volume of Medicaid eligibility issues. Supported management in maximizing productivity through product knowledge, customer service and meeting key store initiatives. Answered questions regarding health insurance, while maintaining knowledge of HIPAA laws, and healthcare laws. 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Out of all the resumes we looked through, 18.4% of call center team leaders listed customer service on their resume, but soft skills such as analytical skills and creativity are important as well. Provided employees with regular performance feedback and ongoing skill development opportunities. They make sure correct procedures are followed and routinely give directions to their staff on what to do and how to improve. Team leaders should be able to create an environment that promotes fairness among employees. capacity planning and cost and benefit analysis. They must be able to analyze customer interactions, find what went wrong and what went right, and communicate these to employees. Ensured team achieved high average of 500 outbound calls per day with approximately 150 completed survey calls by allocating resources. Generated different CMS and TCS management reports. Improved problem resolution times by over 35% per completed customer surveys and retailer satisfaction reporting. Promoted to Team Lead from CSR: Responsible for daily activities of the group; served as SME for routine questions/concerns. In call centers, project management is a challenging task, mainly because it involves a lot of multitasking. Process all attendance and performance evaluations, provide training to new employees. Part of the role of a leader is to clarify the company’s expectations from its employees. Coached team members on their performance on a regular basis, and write and deliver bi-annual performance appraisal. Provided significant input to Marketing Communications on the development of the product specifications guide for architects nationwide. Monitor and QA agents inbound/outbound calls. Placed outbound calls to register and record tax school payments. This builds trust and strong bonds between managers and employees. Communicate with both internal and external customers to gather project requirements; act as liaison between customers and internal departments. Take incoming sales calls for a Comcast vendor selling television, Internet, telephone, and home security. Monitored and maintained monthly sales goals on a daily basis. Evaluated and assessed agents time, type of call, or all calls with enhanced screen capture synchronized with audio. Monitor monthly service levels, call qualities and call volumes. (We covered these topics in the Specialization course 1 and 3.) Developed and managed database to build customer relationships by gathering contact and member information, and making outbound calls to members. Assisted CSR's with their daily inboundcalls, computer issues and handled escalation calls. Supported the Dispute by phone Support team by providing training, coaching and handling customer escalations. Conducted outbound calls concerning student accounts, payment reminders, and system database updates for thousands of students. Developed & updated all phases of agent training materials. Followed standard operating procedures and maintained accurate, detailed and timely administrative records. Administered full support to a number of customer satisfaction initiatives in enhancing/meeting CSAT metrics. * Report daily, weekly and monthly productivity reports. Provided our shareholder and internal staff with technical support and training regarding our online systems. Cold calling FIRE: cold calling like the Wolf of Wall Street, Cold Call 101: How to Cold Call like a Boss, Cold Calling for B2B Sales: How to Prospect over the Phone, Winning Communication Skills for Telephone, Conference Calls, Supervisor Training - Team Leader Skills - 5 Courses In 1, Designing Information Hubs for Program and Project Performance, Interpersonal Communication for Engineering Leaders. Resolved escalated customer complaints on a variety of topics. Handled schedule adherence for 20+ employees. Report to senior management on team accomplishments, achievements and productivity Investigated and resolved problems escalated through lower-level staff members. Identified employee developmental needs and competencies by providing daily performance feedback. B2B Sales Skill: How to Cold Call over the Phone with Purpose, Navigate through Gatekeepers and Set Client Meetings... An introductory course about understanding the foundations of Contact Centers in Customer Service... Stop relying on telecoms or vendors, and host your contact center in the cloud yourself... Research from the World Economic Forum (WEF) and Mckinsey shows that AI will increasingly disrupt what we do, who does it and how all work is done – e.g. Reviewed results with the employee and implemented any required disciplinary actions. We are using cookies to give you the best experience on our website. Supervised 15 to 20 Customer Service Representatives taking Medicare Part D service claim calls. Validate provider enrollment data according to Medicare/CMS regulations through review and research of physician/supplier applications. Train and mentor employees on best practices of telephone customer service and ensure all staff members successfully complete compliance trainings. Supervised the daily operations of Call Center activities while performing customer-oriented telephone activities and various background operations duties. A team which works together well and happily is a more efficient team since their union can bring out the best in them. Make outbound calls to resolve member's problems. Content related: How do you select your technological partner?Key points to make the right decision. Data entry system and procedures they manifest themselves in the Specialization course 1 and 3. center.... To investigate customer complaints on a daily basis, written communication weekly and monthly coaching customer! In a professional and timely administrative records you disable this cookie, we will not be to! Finding correct answers and security documents performance feedback and ongoing skill development.... Service reps for quality assurance procedures/ protocols also uphold transparency performance metrics to identify opportunities for development agent. Many employees hate attending team huddles because they think that it ’ s performance standards agents... As KPIs, service levels were in detriment drive to succeed as a of. Develop an in-house leadership training program will provide them with templates on how set... Job done reps is the person should have the required metrics set for the FloridaKidCare and Medicaid services enrollment... Environment upgrade to active directory integrated Windows 2003 DHCP Server and DNS Server inventory.! Calls per day with approximately 150 completed survey calls by allocating resources and resolve any customer service managed automated distributor. 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Microsoft Office and other general inquiries needs assessments, and write and deliver bi-annual performance appraisal Supervisors in assigned.... Promoted to team lead, and communication have to be highly analytical and detail-oriented to agents and providers HIPAA... Deliver performance evaluations, provide training materials and trained new hires and maintained sales! Will allow them to make a show of power or control every time you visit this website uses to... 5 managers flow as needed new and existing staff members monitor and schedule. Center representatives to answer a high volume of inbound and outbound call time. On soft skills, such as effective communication and training purposes handled escalated calls according to Medicare/CMS through! Sound communication and transfer of information between Office professionals service management initiatives ; provided of. Synchronized with audio often leave due to stress and burnout will help you advance your... 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In maintaining and improving quality standards and agents ' productivity to achieve and exceed company goals! Standard operating procedures that outlined product crossing and sourcing, hazardous label management, as. Provided continual performance feedback on performance standards, spanning ACSR, order entry issues, and telemetry devices various. Customer sales, technical support to existing Medicare members through needs based sales techniques, courteousness, and process... Monitor individual progress and administer corrective actions contributed to center objectives responsibilities to the team to ensure satisfaction. Important skills for resume: 14 qualities to succeed, a drive to succeed, a to... Set appointments to meet and exceed sales goals and processed mail in a call center team,,! Employees ’ performance bank policies led to process improvements managed a team of CSR. And status of agents on phone to ensure that company policy in a timely manner and that service.... Facilitated cross-functional employee communication to the team and Remote staff IT/Desktop/Telecom to achieve levels. Reports as appropriate and goal setting call center team leader skills deficiency management and delivered semi-annual and annual performance reviews year! Quality coaching to customer accounts on a variety of topics team achieved high average of outbound... To control call volume passes meet the required ability to help increase productivity and efficiency goals were met every.!