Professional Resume Template for
Call Center Manager
Julian K. Mercer
Phoenix, AZ
(602) 555-0174
julian.mercer@email.com
linkedin.com/in/julian-mercer | julianmercer.dev
Professional Summary
Customer-obsessed Call Center Manager with 6 years of experience directing high-volume contact center operations and frontline support teams. Expertise includes workforce management (WFM), QA framework design, and omnichannel systems administration. Successfully increased overall customer satisfaction (CSAT) scores from 81% to 94% while reducing operational overhead by 12% through workflow automation. Proficient with Genesys Cloud, Zendesk, Nice IEX, Salesforce, and Talkdesk. Proven ability to lower average handle times (AHT) by 24% and boost agent retention rates to 88% in fast-paced service environments.
Work Experience
Call Center Manager — Valor Support Operations
Phoenix, AZ | January 2024 – Present
- Directed a 65-agent inbound customer support department, raising average CSAT scores from 81% to 94% in 12 months by implementing a structured agent coaching framework and revised QA guidelines.
- Optimized schedule adherence and workforce management configurations using Nice IEX, reducing daily staffing variances by 18% and cutting overtime expenses by $45,000 annually.
- Spearheaded the integration of a generative AI ticketing assistant in Zendesk, lowering average handle time (AHT) by 24% and boosting first-contact resolution (FCR) from 71% to 84%.
- Maintained an annual agent retention rate of 88% (compared to an industry average of 65%) by designing a gamified tier-advancement system and structured career pathing pathways.
Call Center Supervisor — Pinnacle Client Relations
Tempe, AZ | June 2020 – December 2023
- Supervised a team of 18 customer service representatives, meeting or exceeding all monthly KPI targets and increasing overall team productivity by 15%.
- Led classroom and side-by-side training for 45+ new hires, reducing agent onboarding time from 4 weeks to 2.5 weeks while maintaining 90%+ initial QA performance scores.
- Monitored real-time queue activity and agent status using Genesys Cloud, adjusting agent queues dynamically to reduce abandonment rates from 6.8% to 2.4%.
- Evaluated weekly call quality calibration data to identify agent skill gaps, designing targeted training modules that improved first-call resolution by 12%.
Education
Bachelor of Science in Business Administration
Northern Arizona University · Flagstaff, AZ · 2020
Skills
Workforce management (WFM), Genesys Cloud, Zendesk, Talkdesk, Nice IEX, Service level agreements (SLAs), CSAT optimization, First contact resolution (FCR), Quality assurance (QA), Schedule adherence, Call volume forecasting, Team leadership, Agent coaching, Escalation management, Omnichannel support, Telephony administration
Projects
Omnichannel CRM Migration
Role: Lead Operations Manager
Tools: Zendesk, Genesys Cloud, Salesforce, Slack
Directed a 6-month migration from legacy telephony to an integrated omnichannel cloud platform, lowering Average Handle Time (AHT) by 18% and saving $65,000 in monthly licensing.
AI-Powered Quality Assurance Pilot
Role: Call Center Manager
Tools: Talkdesk, Salesforce CRM, Zoom, Google Workspace
Implemented an automated QA evaluation system for chat support, boosting evaluation coverage by 300% and reducing average queue wait time by 45 seconds.
Certifications
- ICMI Contact Center Certified Manager (CCCM) (2023)
- Certified Customer Experience Professional (CCXP) (2022)
Additional information
- Languages: English (Native), Spanish (Bilingual)
- Volunteer Work: Career mentor for youth development programs at Phoenix community center (2021-present)
- Availability: 2 weeks notice
Job Market Insights
Market data and opportunities for
Call Center Manager
Job Market Insights
$60,000
-
$95,000
Avg:
$76,000
Growth Outlook:
The employment of supervisors overseeing customer service and support operations in the United States is projected to face a slight contraction of -0.3% over the next decade. However, the rise of complex client interactions and AI-driven platforms has shifted the focus from simple call routing to managing skilled customer relations representatives. Companies continue to actively recruit operations managers who can implement cloud-based systems and maintain high CSAT scores, resulting in over 144,000 annual management openings due to replacement needs.
-0.3% growth over 10 years
Key Skills Required
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