Customer service

Call centre manager CV: example and template

This example is for call centre and contact centre managers at outsourcing firms, banks, telecoms operators and online shops, and for coordinators and team leaders who want to run a whole centre.

The employer wants to know how many agents you lead, which channels your centre handles, what service figures you achieve and how you deal with rotas and turnover. We show you how to describe this on your CV.

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Example CV: call centre manager

All the details in this example are fictional. Treat it as a model of layout and wording, and replace the content with your own experience.

Agnieszka Szulc

Call centre manager

Lodz +48 123 456 789 agnieszka.szulc@example.com

Professional profile

Call centre manager with 11 years in customer service, the last 5 running the customer service centre of a telecoms operator. I head a team of 140 agents and 9 team leaders across phone, chat and email and am responsible for the service level, quality, rotas and budget. First contact resolution rose from 68% to 79% and agent turnover fell by a third.

Work experience

Call centre manager

04.2021 - present

Telecoms operator, customer service centre, Lodz

  • Heading a team of 140 agents and 9 team leaders, handling about 9,000 contacts a day.
  • A service level of 80% of calls answered within 20 seconds held in 11 months out of 12.
  • First contact resolution up from 68% to 79% after changing call flows and training.
  • Planning rotas with the planning team and traffic forecasts for campaigns and holidays.
  • An onboarding programme and a promotion path, turnover down by a third.

Agent team coordinator

03.2015 - 03.2021

Customer service outsourcing firm, Lodz

  • Leading a team of 18 agents on a project for a bank.
  • Call monitoring and coaching.
  • Daily reports for the project client.

Education

Master's degree, management

2009 - 2014

University of Lodz

Skills

  • Running a call centre
  • Service and quality figures
  • Rota planning and traffic forecasts
  • Multichannel service: phone, chat, email
  • Coaching and developing team leaders
  • Centre budget and costs

Training

  • Contact centre workforce planning training, 2021
  • Management coaching course, 2019
  • Personal data protection training, 2024

Languages

  • English: B2

Additional information

  • Shift work

I hereby consent to the processing of my personal data for the purposes necessary to carry out the recruitment process, in accordance with Regulation (EU) 2016/679 of the European Parliament and of the Council of 27 April 2016 (GDPR).

How to write a call centre manager CV

Professional summary

Write which centre you run, how many agents and team leaders you have, which channels you handle and for which industry. Add two or three figures, for example the service level and first contact resolution. The employer is looking for someone who will keep quality high under heavy traffic and keep people in the team.

Agent team coordinator with 6 years of experience serving a bank's customers. I lead a team of 18, run call monitoring and coaching and report results to the project client. I am looking for work as a call centre manager.

Experience: duties and achievements

Describe the number of agents, channels, traffic, figures, rotas and turnover. Show results in numbers and what you change to achieve them. Add the budget and your work with the project client if you work in outsourcing.

Weaker: Leading the team.

Better: Heading a team of 140 agents and 9 team leaders, handling about 9,000 contacts a day.

Weaker: Figures.

Better: First contact resolution up from 68% to 79% after changing call flows and training.

Weaker: Turnover.

Better: An onboarding programme and a promotion path, turnover down by a third.

Skills worth listing

List running a centre, service figures, rota planning, service channels, coaching and budget. In your soft skills show calm under pressure, motivating others and clear communication.

Professional skills

  • Call centre
  • Service figures
  • Rotas and forecasts
  • Multichannel service
  • Coaching
  • Budget

Personal skills

  • Calm under pressure
  • Motivating others
  • Communication
  • Leadership
  • Decisiveness

Training

List training in workforce planning, coaching, service quality and personal data protection. Knowledge of rota planning systems is also worth giving.

How to become a call centre manager

Most people move up from agent through team leader or team coordinator. On your CV show your team's results and how many people you already lead.

Add your experience with rotas, reports and recruitment. A manager is responsible for the whole centre, not one team.

Tailoring your CV to the job offer

An outsourcing firm looks for work with many clients and service level agreements, a bank or telecoms operator for quality and complaints, and an online shop for chat support and seasonal peaks. Move to the top what the job ad is about.

The most common mistakes on a call centre manager CV

Questions and answers

What should a call centre manager put on a CV?

The centre, the number of agents, channels, figures, rotas, turnover, budget and training.

Which figures are worth giving?

Service level, first contact resolution, average handling time, customer satisfaction and turnover.

How does a call centre manager differ from a coordinator?

A coordinator leads a team or a project, and a manager is responsible for the whole centre, the team leaders, results and budget.

Is outsourcing experience valued?

Yes, because it shows work with different clients and service level agreements.

Create a call centre manager CV in the builder

In the CV Majster builder you enter your details step by step and see right away what the document looks like. You can copy the wording from this page and adapt it to yourself. The finished CV as a PDF costs a one-off PLN 5, with no subscription, and you see the preview before you pay.

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See also

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Career guide

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