Call Center Supervisor Resume

Explore the ultimate guide to crafting a call center supervisor resume, featuring a sample resume and a detailed job description for a call center supervisor role.

Unlock the secrets to landing your next call center supervisor role with just a quick read.

But are you equipped for the challenge?

A supervisor needs to excel in both calling and management, and your resume should reflect that.

Elevate yourself to management status with a call center supervisor resume that dazzles and seals the deal.

This comprehensive guide will cover:

– A superior call center supervisor example, outshining the competition.
– Techniques for crafting a winning call center supervisor resume, maximizing interview opportunities.
– Valuable tips and examples for showcasing skills and accomplishments on your resume.
– Strategies for effectively detailing your experience to secure any call center supervisor position you desire.

Call Center Supervisor Resume Sample

Amada Salas

Call Center Supervisor

408-688-1968

[email protected]

Linkedin.com/in/amadasalas

Summary

Reliable and trusted supervisor well-versed in call center environments with over 8 years of experience in leading teams of anywhere between 10 and 45 agents. Developed complex customer loyalty program, increasing share of retained clients by 25%. Nominated and awarded the Exceptional Team Leader Award in 2012 and 2013 by 80-Degrees Mobility Ltd. Seeking to drive performance and customer engagement and provide expert leadership at Callsly. 

Work Experience

Call Center Supervisor

80-Degrees Mobility Ltd., Fort Morth, AL

July 2008–June 2014

• Supervised 13 direct annual, quarterly, and monthly performance reports for call center agents.
• Designed tactics to improve agent efficiency, increasing performance by 20%.
• Carefully monitored metrics to constantly look for improvement potential, eventually leading to noticeable 6% revenue growth.
• Collaborated with sales teams to develop promotional and marketing strategies.

Call Center Shift Supervisor

DealersUnited, Nashville, TN

March 2006–March 2008

• Monitored performance of 8 co-workers, giving regular feedback, assessment, and coaching.
• Met 100% of KPI’s, while exceeding targets 66% of the time.
• Helped develop and implement the Staff Recognition Program for Nashville Center over 1.5 years, raising employee engagement by 23%.

Education

Brick Eagle High School

Little Rock, AR

Graduated: 2005

Skills

• Reliable customer service
• Patience, empathy, and understanding
• Communication skills
• Interpersonal skills
• Leadership
• Business operations & development
• Team management
• Decision-making
• Problem-solving
• CRM software

Achievements

• Winner of the Exceptional Team Leader Award in 2012 and 2013

Language skills

• English: native
• Spanish: advanced
• French: intermediate

Begin your journey towards a successful call center supervisor position with the ideal resume format

Crafting a compelling call center supervisor resume demands showcasing key leadership, communication, and customer service abilities. To achieve this, your resume formatting plays a crucial role:

1. Start with your contact information prominently displayed at the top using a professional resume header.
2. Maintain consistent margins of 1 inch on all sides for a polished appearance.
3. Opt for appropriate line spacing of 1 or 1.15 between lines and 2 between paragraphs for clarity.
4. Employ bold headings to clearly delineate sections and enhance readability.
5. Choose a legible resume font to ensure easy comprehension.
6. Embrace the reverse-chronological format, prioritizing your most recent experience and working backward.
7. Keep your resume concise, typically limiting it to one page unless you possess extensive relevant experience, in which case, a two-page format may be suitable.

 Write a Compelling Call Center Supervisor Resume Profile

Your resume won’t be thoroughly read, and in some cases, it may not even be glanced at. Recruiters typically spend a mere seven seconds scanning resumes, forming a rapid judgment. Therefore, a captivating and concise resume profile is essential—it serves as a quick pitch of your key strengths, offering the only chance to make a positive first impression.

For experienced supervisors, a resume summary is ideal. Highlight significant achievements and incorporate quantifiable metrics for credibility. Conversely, if you lack direct call center supervision experience, craft a compelling resume objective. Emphasize transferable skills and demonstrate their applicability to the role of a call center supervisor.

Given its critical importance, the resume profile should be approached with care. It’s wise to leave this section for the end of the resume-writing process to ensure it’s polished and impactful.

Write the Perfect Call Center Supervisor Job Description for Your Resume 

Crafting an effective job description for a call center supervisor position on your resume requires attention to detail and clarity. Here’s how to do it right:

1. Start with your job title, “Call Center Supervisor,” followed by the company name and location.
2. Outline your key responsibilities in concise bullet points, focusing on your leadership role in managing and supporting a team of call center agents.
3. Highlight your involvement in training and coaching new employees, as well as your role in handling escalated customer issues with professionalism and efficiency.
4. Showcase your ability to monitor call center metrics and performance indicators, such as call volume, average handling time, and customer satisfaction scores.
5. Emphasize your communication skills, both in providing guidance and feedback to agents and in liaising with other departments or stakeholders.
6. Include any specific achievements or improvements you’ve made in the call center operations, such as increasing productivity, reducing wait times, or improving customer service ratings.
7. Tailor your job description to align with the job requirements and desired qualifications outlined in the job posting, using keywords and phrases that match the employer’s expectations.

By following these steps, you can create a compelling and relevant job description that effectively showcases your qualifications and experiences as a call center supervisor on your resume.

Talk about Your Education the Right Way

Whether you’re overseeing a customer support team for cutting-edge medical equipment or managing calls for an insurance company, your education is crucial for the role of a call center supervisor.

Ignoring the education section of your resume is a big mistake. It’s essential to provide key details about your educational background, including the name of the institution, location, graduation year, and degree earned. Focus on highlighting your highest level of education, whether it’s a college degree or high school diploma.

If you’re currently pursuing a degree, don’t worry— you can still include it on your resume. Consider adding extra details, such as relevant coursework or any honors or awards you’ve received. These additional details can enhance the impact of your education section and strengthen your candidacy for the call center supervisor position.

 Select the Top Call Center Supervisor Skills

The typical US call center closely observes nearly every activity carried out by its staff, implying that your performance and abilities will be continuously evaluated. There’s no room for complacency; you must consistently perform at your best. Below are some exemplary skills for call center supervisors to demonstrate their excellence to employers:

Call Center Supervisor Resume Skills

• Leadership Skills
• Management Skills
• Dedication
• Communication Skills
• Empathy & Compassion
• Time Management Skills
• Persistence
• Problem Solving Skills
• Confidence
• Critical Thinking Skills
• Accountability
• Results-Oriented
• Attention to Detail
• Customer Service Skills
• Stress Management
• Patience
• Active Listening
• Phone Skills
• Interpersonal Skills
• Positive Attitude
• Persuasion
• CRM Software
• MS Office Skills
• Learning Product Knowledge
• Helpdesk
• Computer Skills
• Conceptual Skills

Nevertheless, including all of that information on a resume is both misleading and excessive.

A more effective approach is to analyze the job description and identify particular keywords. Why is this important? Because many companies utilize Applicant Tracking System (ATS) software to screen resumes. This software is designed to identify keywords during the initial screening phase. Therefore, by incorporating the appropriate keywords, you increase the likelihood of your resume being reviewed by a human recruiter.

 

Include Additional Sections in Your Call Center Supervisor Resume

Upper-level management needs candidates that are the best of the best.

They need to know whoever they select didn’t graduate from the “Fake it till you make it” management school, and trust me, they can tell.

To set yourself apart from the rest and convince the recruiter you’re the real deal, adding a nice cherry on top in the form of extra resume sections is the way to go.

 

Enclose a Cover Letter to Accompany Your Call Center Supervisor Resume

Yes, cover letters remain essential—contrary to any outdated beliefs, they’re far from obsolete relics. Any reputable recruiter, in any reputable organization, will hold you in higher regard if you include one.

However, it shouldn’t resemble a hastily scrawled note on a napkin, riddled with spelling errors and coffee stains. It must be concise, well-crafted, and focused, akin to a flawless sales pitch.

Here’s how to craft an effective cover letter:

1. Select an appropriate, professional format for your cover letter.
2. Right from the start, highlight one or two achievements to showcase your supervisory skills and maintain interest.
3. In the body of the cover letter, articulate why the company aligns perfectly with your goals and why you are an ideal fit for them.
4. Conclude the cover letter by presenting an irresistible proposition that they simply can’t ignore.