CALL CENTRE MANAGER SKILLS, EXPERIENCE, AND JOB REQUIREMENTS
The Call Centre Manager with a firm grasp of legal and ethical considerations related to patient information oversees a team adept in customer service principles, conflict resolution, and the use of technological tools including medical records software and CRM systems. This role demands proficiency in diffusing tensions, delivering excellent patient services, and leading remote teams effectively across various locations. Strategic planning, data-driven decision-making, and a deep understanding of Call Center operations, including ACD systems, workforce management, and IVR telephony integration, are critical for driving growth and optimizing service delivery.
Essential Hard and Soft Skills for a Standout Call Centre Manager Resume
- Customer Relationship Management (CRM) Software Proficiency
- Data Analysis and Reporting
- Call Center Technology
- Quality Assurance Monitoring
- Workforce Management
- Performance Metrics Analysis
- Compliance Knowledge
- Training and Development
- Budget Management
- Technical Support Fundamentals.
- Communication
- Empathy
- Problem-Solving
- Leadership
- Stress Management
- Decision Making
- Adaptability
- Team Building
- Conflict Resolution
- Active Listening.
Summary of Call Centre Manager Knowledge and Qualifications on Resume
1. BA in Communication Studies with 4 years of Experience
- Experience in customer service for healthcare (medical centers)
- Experience in call center supervisory or management role
- Passion for patient service
- Service-oriented and willing to help others
- Highly reliable and follows through on an action plan
- Extremely driven and self-motivated to hit and exceed goals
- Excellent verbal, written communication, and presentation skills
- Problem-solving, analytical and strategic skills required
- Proficient in Microsoft Office such as Outlook, Word, Excel, and PowerPoint
- Knowledge of medical terminology
- Knowledge of the healthcare field
2. BA in Business Administration with 3 years of Experience
- Knowledge of legal and ethical considerations related to patient information
- Knowledge of customer service principles, applications, and conflict resolution
- Skill in using computers, medical records software, and customer relationship management tools
- Skill in diffusing tense situations through diplomatic problem-solving
- Skill in leading a team to meet and exceed business outcomes
- Skill in delivering outstanding patient services
- Ability to manage, monitor, and motivate a remote team spread across multiple sites and work-from-home locations
- Ability to strategically plan for growth
- Ability to communicate effectively with patients and staff via phone, chat, in-person and email
- Ability to analyze data for decision-making, problem-solving and process improvement
- Firm understanding of the Call Center ACD system, Call Center Work Force Management and IVR
- Experience in Contact Center Telephony build and integration
3. BA in Management with 4 years of Experience
- Experience in working in a call center
- Must have the ability to work in a fast-paced environment.
- Ability to train, monitor, and mentor team members
- Must have excellent verbal and written communication skills.
- Prior team management and supervisory experience
- Know the Medicare claims processing environment including operations, administration, functionality, and policy
- Have knowledge of the Affordable Care Act and the policies surrounding the Federally Facilitated Exchanges
- Know about the NGD and Content Viewer systems, including operations, administration, and functionality
- Adhere to policies and procedures
- Adhere to work schedule and punctuality requirements
4. BA in Information Systems with 5 years of Experience
- Experienced in VRU/IVR Optimization, Call Center capacity planning and management
- Proven experience leading a team in a fast-paced, high-volume, Call Center environment
- Proven track record of success dealing with customer service and/or Call Center programs
- Exceptional interpersonal and customer service skills
- Strong ability to lead, support, and develop Call Center staff
- Excellent verbal (including speech and listening), and written communication skills
- Proven ability to partner with key stakeholders across the organization
- Proficient in Microsoft Office and data analysis/interpretation (analytical background)
- Ability to present formalized training to groups including upper management.
- Ability to conceptualize policies and regulation updates, technical documentation, and condense information in language that is easily translatable to the Help Desk Specialists.
- Ability to adjust the tasking of the Help Desk Specialists on an ad hoc basis.
5. BA in Human Resources with 4 years of Experience
- Post-secondary diploma/degree in a related field and or minimum 5 years call center experience in a supervisory role
- Passionate about sales and customer service and known as an inspiring leader who coaches and develops team members, cultivating a highly engaged, high-performance team
- Solid understanding of the major functions of providing exceptional customer care, including sales, service provisioning, technical support, and complaint management/resolution
- Ability to develop highly effective relationships at all levels and with all personality types
- Strong analytical and problem-solving skills
- Commitment to continuous improvement and excellence
- In-depth understanding of Sales and Call Centre KPI’s and how to drive employee improvement
- Ability to quickly adapt to a client situation to capitalize on an opportunity to drive a sale
- Experience supervising and coaching a team to service multiple products