Call Center BPO Resume Samples (Text format)

Center Head – BPO

• Friendly call center agent with XX years of experience in call center and hospitality services. Excellent in overall quality management encompassing testing, usage of tools, and making reports and presentations while implementing quality mechanisms to deliver the desired output. Exposure to Domestic & International business culture thereby having the ability to work in highly diverse environments with people from varied backgrounds.
• Possess natural flair for developing strategies to enhance clients/ customer relations, quality process, process management, audit compliance, call barging, call monitoring, and AHT Handling; excellence in overall quality management encompassing testing, usage of tools, making reports and presentations while implementing quality mechanisms to deliver the desired output.
• Dynamic & result oriented professional with rich cross-functional experience of XX years in handling entire BPO operations ranging from ensuring SLAs, SOPs, Local work instructions, Process flows, Team Forecasting, Workforce Analysis, Basic Matrix Reporting, and recruitment
• Gained significant people & project management skills, capable of managing members having distributed skill sets, ensuring judicious utilization of resources as well as ensuring skill upgrade, competence management, career planning
• Exposure to Domestic & International business culture thereby having the ability to work in highly diverse environments with people from varied backgrounds; mentoring of the team members as well as maintaining TAT, Quality, Productivity, and Behavioral aspects of the Team
• Distinction of steering improvement initiatives with a focus on streamlining & managing operations with proactive planning, introducing new concepts, steering change, etc.

• Managing Difficult Customers ICMI Course, 2014

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