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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong leadership and management capabilities in a multi-site call center environment, with a focus on customer service excellence and team development. Proficient in service center processes, reporting, and training program implementation.
Highest-signal resume keywords
Supervisory Management ExperienceCustomer Service SkillsCall Center Technology ToolsService Center Processes KnowledgeLeadership and Motivational Skills
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Reporting DatabasesClaims Management ProcessesAnalytical SkillsTroubleshooting Client Service IssuesPerformance Competencies
Soft Skills
Excellent Oral and Written CommunicationInterpersonal SkillsOrganizational SkillsNegotiation SkillsTeam Collaboration
Tools & Technologies
Microsoft Office ProductsCall Center Software
Certifications & Qualifications
Bachelor's Degree
Industry Keywords
Service Center OperationsColleague Performance DevelopmentTraining ProgramsClient Service ObjectivesMulti-Site Environment
About the role
Key responsibilities & impact- Lead day-to-day Service Center operations and ensure client service and workload objectives are met timely and accurately
- Provide professional and organizational development direction to Service Center supervisory staff and support colleague team development
- Produce scheduled reports and maintain reporting databases
- Contribute to development schedules for Service Center functional areas while balancing client needs with colleague availability and diversity
- Communicate with the Service Center Director and key stakeholders
- Communicate Service Center process and procedure changes and updates to internal and external colleague staff
- Identify and assist with implementing training programs
- Coordinate training on departmental applications and procedures
- Represent the company with industry groups
- Administer company personnel policies and follow staffing standards and training recommendations
- Interview, hire, and establish colleague performance development plans
- Conduct colleague performance discussions
- Provide support, guidance, leadership, and motivation to promote maximum performance
- Perform other duties as assigned
- Travel as required
Requirements
What you’ll need- Bachelor's degree from an accredited college or university strongly preferred
- Six (6) years of supervisory/management experience in a multi-site or high volume call center or customer service center environment, or equivalent combination of education and experience required
- Experience with applicable call center technology tools
- Strong customer service skills
- Demonstrated cross-functional leadership skills
- Thorough knowledge of service center processes and procedures
- Knowledge of claims management processes
- Excellent oral and written communication, including presentation skills
- PC literate, including Microsoft Office products and call center software
- Demonstrated leadership/management/motivational skills
- Analytical and interpretive skills
- Strong organizational skills
- Excellent negotiation skills
- Excellent interpersonal skills
- Ability to troubleshoot intake processes and client service issues
- Ability to prioritize and handle multiple tasks
- Ability to work in a team environment
- Ability to meet or exceed Performance Competencies
Benefits
Comp & perks- Work-life balance
- Caring culture
- Diversity, equity, and inclusion workplace
- Equal Opportunity Employer
- Drug-Free Workplace