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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong leadership and coaching abilities in a call center environment, focusing on performance management, customer service excellence, and team development. Proficient in analyzing performance metrics and implementing process improvements to enhance operational efficiency and service quality.
Highest-signal resume keywords
Call Center ManagementPerformance Metrics AnalysisCoaching and DevelopmentConflict ResolutionMicrosoft Office Proficiency
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Queue ManagementPerformance EvaluationData AnalysisProcess ImprovementCustomer Escalation Management
Soft Skills
Strong Communication SkillsDetail-OrientedOrganizational SkillsAdaptabilityGrowth Mindset
Certifications & Qualifications
Associate’s Degree
Industry Keywords
Technical SupportCustomer CareService QualityOperational GoalsTeam Performance
About the role
Key responsibilities & impact- Oversee daily operations for Technical Care Center associates to help ensure customer inquiries are resolved accurately, efficiently, and professionally
- Monitor individual, team, and call center performance trends to support achievement of service levels, quality expectations, and operational goals
- Review call quality, customer feedback, and performance metrics to identify coaching opportunities and drive consistent service delivery
- Manage customer escalations in a professional manner while working toward timely, complete, and customer-focused resolution
- Track key performance indicators, queue activity, staffing coverage, and workload trends to help balance resources and maintain service expectations
- Use call center reports and operational data to assess performance trends, identify root causes, and recommend process improvements
- Prepare and present updates on team performance, queue management, service quality, and operational metrics to leadership
- Conduct regular one-on-one discussions, performance evaluations, and development conversations to support associate growth and accountability
- Coach, motivate, and develop associates by providing timely feedback, training support, and clear performance expectations
- Collaborate with internal teams and leadership to streamline processes, share service trends, and improve the customer and associate experience
- Stay current on industry best practices, emerging technologies, and internal tools to support continuous improvement
- Perform other duties and responsibilities as assigned
Requirements
What you’ll need- Associate’s degree or equivalent from a two-year college or technical school preferred; related leadership, technical support, call center, or customer care experience may be considered in lieu of education
- Previous experience supervising, coaching, mentoring, or leading associates in a call center, technical support, customer care, or similar environment preferred
- Experience with queue management, including monitoring call, chat, email, trouble ticket, or workload queues and adjusting resources based on business needs
- Strong coaching and development skills with the ability to provide clear feedback, set expectations, and support associate growth
- Ability to analyze performance metrics, identify trends, and recommend actions that improve quality, efficiency, and customer outcomes
- Demonstrated ability to handle escalations, resolve conflict, and remain composed while supporting customers and associates in high-pressure situations
- Strong written and verbal communication skills with the ability to document performance conversations, prepare reports, and present updates to leadership
- Detail-oriented with strong organizational, prioritization, and follow-through skills
- Proficiency with Microsoft Office, including Outlook, Word, and Excel
- Adaptability, accountability, resilience, cultural competence, and a growth mindset with a commitment to creating an inclusive and supportive work environment
- Job offers are contingent upon successfully passing a background check, drug screening, and reference check
Benefits
Comp & perks- Medical, dental, and vision plans that start when you start
- Life insurance for associates, spouses, and children
- Paid time off, including vacation, holiday, and personal/sick days
- 401(k) with 100% company match starting day 1 of employment, up to 5% of eligible compensation
- Group Legal plan with Identity Theft Protection
- Tuition reimbursement up to $5,250 in the first year
- Annual community support to various organizations across the U.S.
- Associate recognition and awards programs
- Advancement opportunities
- Collaborative work environment