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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in service delivery management, including quality assurance and client services, while effectively leading and developing teams. Proficient in analyzing customer service issues and implementing solutions to enhance performance and training.
Highest-signal resume keywords
Service Delivery ManagementCustomer Service ExperienceTeam Coaching and DevelopmentAnalytical SkillsSupervisory Experience
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Quality AssuranceCall Center ProcessesPerformance CompetenciesTraining FacilitationProgram Effectiveness Analysis
Soft Skills
Excellent CommunicationInterpersonal SkillsNegotiation SkillsOrganizational SkillsTeam Collaboration
Tools & Technologies
Microsoft Office
Industry Keywords
Service Center ManagementWorkforce ManagementClient ServicesCustomer Service IssuesTraining Activities
About the role
Key responsibilities & impact- Develop, implement, and maintain world-class service delivery, including quality assurance, client services, and workforce management
- Assess and evaluate current team competencies to establish service opportunity baselines
- Lead refinement of Service Center measures and tracking systems for program improvements
- Maintain records of training activities, colleague progress, and program effectiveness
- Analyze and resolve customer service issues
- Supervise a Service Center unit, providing leadership, direction, and support
- Monitor team daily performance, workloads, and status
- Advise colleagues on handling complex issues and identify and resolve problems
- Develop, implement, and monitor staff development plans with team leadership
- Communicate unit issues and resolutions to upper management
- Perform other duties as assigned
- Travel as needed
Requirements
What you’ll need- Bachelor's degree from an accredited college or university preferred
- Four (4) years of call center or customer service experience or equivalent combination of education and experience required
- Supervisory experience preferred
- Strong customer service skills including call center client processes and procedures
- Excellent team coaching, training, facilitation, and development skills
- Excellent oral and written communication, including presentation skills
- Excellent customer service skills
- PC literate, including Microsoft Office products
- Analytical and interpretive skills
- Strong organizational skills
- Excellent interpersonal skills
- Excellent negotiation skills
- Ability to work in a team environment
- Ability to meet or exceed Performance Competencies
- Ability to travel as needed
Benefits
Comp & perks- Work-life balance
- Career growth opportunities
- Caring culture
- Equal Opportunity Employer
- Drug-Free Workplace
- Reasonable accommodations considered where applicable and appropriate