CALL CENTER SKILLS, EXPERIENCES, AND JOB REQUIREMENTS

Published: May 26, 2025 - The Call Center Professional demonstrates strong communication, active listening, and interpersonal skills to effectively engage with customers. This role requires problem-solving techniques and multitasking abilities to manage high call volumes and resolve issues efficiently. The individual maintains accuracy and professionalism by adhering to scripts, protocols, and quality standards.

Essential Hard and Soft Skills for a Call Center Resume
  • Call Handling
  • Product Knowledge
  • Online Response
  • Issue Escalation
  • Data Analysis
  • Salesforce Usage
  • Order Processing
  • Strategic Planning
  • Performance Monitoring
  • Procedure Instruction
  • Customer Service
  • Professional Demeanor
  • Problem Solving
  • Team Collaboration
  • Mentoring
  • Issue Ownership
  • Team Development
  • Conflict Resolution
  • Staff Training
  • Decision Support

Summary of Call Center Knowledge and Qualifications on Resume

1. BA in Communication Studies with 2 years of Experience

  • Able to effectively communicate in English, in both written and verbal forms
  • Ability to communicate effectively, concisely and logically promptly and at an appropriate level, while maintaining confidentiality
  • Ability to read and write proficiently to evaluate reports, correspondence and statistical information
  • Ability to multitask and work well in a fast-paced, team-oriented environment
  • Basic knowledge of computer software to include Outlook, MS Word, Excel, and PowerPoint as well as office equipment, i.e., telephone, copier, fax machine
  • Excellent organizational skills to function effectively under time constraints and within established deadlines, with particular attention to detail
  • Effective listening abilities with strong judgment skills
  • Knowledge of accommodation room capacities and amenities
  • Excellent customer service skills and interpersonal skills to effectively communicate with all business contacts

2. BA in Business Administration with 4 years of Experience

  • Previous experience in a customer service call center
  • Strong communication skills, both written and oral
  • Demonstrated ability to display tact, diplomacy and confidentiality
  • Computer literate, able to use different tools, systems and applications
  • Experience with administrative processing, ideally within a complex corporate environment
  • Time management skills, working well to deadlines with minimal supervision
  • Must have an eye for detail, excellent listening and problem-solving skills
  • A team player who has a positive attitude towards change and is flexible
  • Works well under pressure and possesses the initiative to take on challenges
  • Previous experience in the credit industry
  • Experience working within SLA’s/KPI’s

3. BA in Marketing with 5 years of Experience

  • Passion for serving customers and a personal commitment to following through in a dynamic, fast-paced environment
  • Demonstrated ability to quickly learn and continuously develop functional knowledge and an understanding of company products as well as administrative, claims, underwriting and marketing functions
  • Strong computer/keyboard skills as well as solid math, analytical and problem-solving skills
  • Superb listening skills and professional oral and written communication skills
  • Ability to inspire trust and accountability through an empathetic communication style, which promotes a quality image of MetLife
  • Must be flexible regarding overtime and shift work, which may change based on business needs
  • Experience in a role working with customers
  • Must obtain FINRA Series 6 license within 90 days of hire
  • Insurance or Financial Services industry experience or product-specific experience
  • Prior working experience in a Call Center
  • Ability to multitask and navigate dual screens/multiple applications
  • Must possess a passion for customer centricity

4. BA in Psychology with 1 year of Experience

  • Working experience in a call center including supervisory experience
  • Demonstrated leadership and self-motivation skills
  • Strong organizational skills, including attention to detail and follow-through
  • Demonstrated problem-solving and decision-making skills
  • Ability to handle heavy call volume and stressful situations when quick action is required
  • Capability to identify, troubleshoot and resolve escalated customer problems, including follow-through, to ensure customer satisfaction
  • Experience with Windows and Microsoft applications

5. BA in Human Services with 2 years of Experience

  • Previous customer service and call center experience
  • Exceptionally strong interpersonal skills and communication, in-person and over the phone
  • Positive mindset with high energy throughout the workday
  • Outgoing and friendly, especially while handling objections
  • Ability to problem solve to identify the customer’s needs
  • Able to focus on the customer’s needs to enhance dealership and personal sales
  • Eager to learn dealership best practices and advance customer service skills
  • Proficiency with Microsoft Word, Excel, and various CRM tools
  • Able to drive to hit objective-based quotas and goals set by the management team

6. BA in Management with 5 years of Experience

  • Experience in the outpatient medical field
  • Experience as a call center supervisor or similar supervisory position in the medical field 
  • Strong knowledge of medical terminology 
  • Excellent organizational, verbal and written communications skills 
  • Ability to prepare reports in Excel and analyze data to help determine call center goals and productivity expectations
  • Ability to navigate an electronic health record (EHR)
  • Knowledge of insurance carriers (MCO/Medicare/Medicaid) and the patient eligibility verification process 
  • Ability to remain calm and courteous under pressure and navigate tense situations
  • Critical thinking and multi-tasking skills 
  • Ability to manage a high level of confidentiality
  • Exemplary organizational skills and ability to prioritize
  • Demonstrate cultural competence/proficiency in interactions with others by treating co-workers, colleagues and those receiving service with respect and fairness at all times
  • Ability to build and maintain positive and professional relationships based on respect, trust, and safety
  • Ability to create a space for staff and those we serve to feel physically and emotionally safe
  • Ability to support individuals on their paths to recovery and healing and resist re-traumatization of staff and patients
  • Demonstrate exemplary problem-solving, communication, interpersonal, and conflict resolution skills
  • Ability to work effectively as a team member

7. BA in Retail Management with 4 years of Experience

  • Experience in managing call center or back office operations for a healthcare-related organization 
  • Experience in Call Center Management and People Management
  • Experience with the State of Missouri Department of Social Services and knowledge of Missouri HealthNet regulations
  • Ability to manage large-scale operations, including single or multiple sites
  • Working knowledge of healthcare and call center technology, including ACD, IVR and resource management tools
  • Experience working with culturally and linguistically diverse and disadvantaged populations
  • Ability to quickly learn new software programs
  • Ability to perform comfortably in a fast-paced, deadline-oriented work environment
  • Strong client management skills
  • Excellent interpersonal, written and verbal communication skills
  • Flexible and adaptable to change

8. BA in Behavioral Science with 3 years of Experience

  • Working experience in a Call Center and medical 
  • Working knowledge and understanding of medical terminology
  • Working knowledge and understanding of insurance plans and self-pay patients
  • Excellent communication and interpersonal skills
  • Strong computer/technical skills, including knowledge of practice management software (NexTech helpful) and Microsoft Office applications (Excel, Outlook, Word)
  • Strong organizational skills with the ability to manage priorities and workflow
  • Excellent customer service skills
  • Versatility, flexibility, and a willingness to work within constantly changing priorities with enthusiasm
  • Ability to speak English and Spanish

9. BA in Administrative Studies with 2 years of Experience

  • Ability to read, write, and speak the English language fluently to communicate with customers and colleagues in a clear, straightforward and professional manner
  • Ability to empathize with the customer
  • Problem solver with effective persuasion skills
  • Ability to effectively troubleshoot technical problems
  • Ability to work independently, highly motivated and detail-oriented
  • Ability to show judgment and initiative
  • Ability to communicate in a clear, professional manner
  • Strong working knowledge of cable communications products and services to include video (TV), data (internet) and voice (telephone)
  • Ability to overcome objections
  • Ability to demonstrate a record of success in a sales career to date
  • Deep knowledge of Business Telecom complexities
  • Strong sales level knowledge of complex services (Hosted Voice, Cloud Services) 

10. BA in Applied Communication with 3 years of Experience

  • Working experience in customer service 
  • Exceptional verbal and written communication skills
  • Ability to communicate effectively with all levels of management and company personnel
  • Exceptional problem-solving skills and highly effective organizational skills
  • Demonstrated negotiation and conflict management skills
  • Proficiency in MS Outlook, Word, PowerPoint and Excel skills
  • Proven success working in a collaborative team within a fast-paced, highly visible, customer-centric and focused environment
  • Ability to work independently and follow directions related to the job with little follow-up from the manager

11. BA in Sales and Marketing with 6 years of Experience

  • Leadership experience within a Call Center environment
  • Experience with interpreting and understanding government guidelines
  • Experience with improving the overall customer experience
  • Experience with workforce management planning
  • Experience working with call center quality improvement initiatives
  • Proven ability to manage a workload within short timelines
  • Excellent analytical skills and strong decision-making abilities
  • Strong communication and leadership skills
  • Excellent verbal, written and interpersonal skills
  • Ability to multitask in a fast-paced production environment and meet operational weekly/monthly/annual goals
  • Intermediate proficiency in Outlook, Excel, Word and PowerPoint
  • Able to envision and implement strategic direction / Self-motivated/excellent organizational skills

12. BA in Strategic Communication with 5 years of Experience

  • Experience managing both inbound and outbound call center representatives
  • Experience with outbound commission or incentive-based telephonic agents
  • Experience with telephony systems, including Five9
  • Ability to multitask and remain calm under pressure, especially during peak hours or intense situations
  • Exceptional interpersonal, customer service, problem-solving, verbal and written communication, and conflict resolution skills
  • Knowledge of management principles and familiarity with company products, services, and policies
  • Strong coaching and leadership skills, ability to motivate employees
  • Proficiency with the necessary technology, including computers, software applications, phone systems, etc.
  • Polite and professional communication skills
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