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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong leadership in managing customer service teams, optimizing performance metrics, and enhancing customer experience through effective coaching and support. Proficient in utilizing reporting tools and Microsoft Office Suite to drive team success and operational efficiency.
Highest-signal resume keywords
Team LeadershipCustomer Experience ManagementCoaching and DevelopmentPerformance MonitoringMicrosoft Office Suite 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
Customer Service ExperienceTeam ManagementPerformance ManagementCoachingData AnalysisVolume ManagementBPO ExperienceContact Center OperationsReporting ToolsQuality Assurance
Soft Skills
CommunicationTeam BuildingEngagementProblem SolvingMotivation
Tools & Technologies
Contact Center ToolsDashboardsReporting SystemsMicrosoft Office Suite
Industry Keywords
RetailBPOCall CenterCustomer ServiceService-Level Metrics
About the role
Key responsibilities & impact- Encourage and promote excellent customer service
- Assist and support agents with technology, professional communication, and career development
- Build rapport within the team and uphold service-level metrics
- Conduct team meetings and one-on-ones with associates
- Monitor team metrics and assist with coaching to optimize results
- Analyze volume spikes and other outlier issues
- Encourage team support and engagement
- Partner with peers to build and maintain business goals
- Improve customer experience through cross-functional optimization of planning, staffing, performance management, quality, and training
- Lead daily team activities impacting customer experience
- Coach poor performers and inspire top performers
- Identify customer improvement opportunities and turn them into impactful actions
- Monitor customer experience and lead the team toward success across all metrics
- Manage daily work volumes and transactions in accordance with policies and deadlines
Requirements
What you’ll need- 1 year's experience in retail, contact center operations, or a related area
- 7–12 years of relevant customer service experience
- At least 3 years of experience as a team leader in a BPO or call center company
- Preferred: minimum 2-year supervisory experience
- Preferred: 1 year's supervisory experience
- Proficiency in Microsoft Office Suite
- Ability to work in a 24/7 work environment with rotating weekly time off
- Ability to work permanent night shifts or assigned shifts on a rotational basis
- Experience leading teams and managing daily activities impacting customer experience
- Experience utilizing live and legacy reports, tooling, and systems
- Experience coaching team members at all levels
- Experience monitoring customer experience using dashboards, reporting, and contact center tools
- Ability to manage daily work volumes and transactions accurately within deadlines and policies
Benefits
Comp & perks- Incentive awards for performance
- Maternity and parental leave
- PTO
- Health benefits
- Other best-in-class benefits