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Cornelius McDonald
Dials Supervisor
Summary
Highly accomplished and seasoned Dials Supervisor with over 10 years of experience in the telecommunications industry. Proven ability to manage teams of over 10 agents, develop and implement training programs, and improve customer service metrics. Possesses a deep understanding of dial plan management, ACD management, IVR systems, predictive dialing, outbound campaign management, and inbound call center operations. Demonstrated skills in motivating and recognizing team members, building relationships with customers, and collaborating cross-functionally to resolve complex issues. Committed to providing exceptional customer service and driving operational efficiency.
Education
Bachelor’s degree
February 2016
Skills
- Dial Plan Management
- ACD Management
- IVR System Management
- Predictive Dialing
- Outbound Campaign Management
- Inbound Call Center Operations
Work Experience
Dials Supervisor
- Collaborated with crossfunctional teams to address customer concerns, resolve escalated cases, and maintain a high level of customer satisfaction.
- Negotiated with vendors to secure favorable rates for telecommunications and equipment, reducing operational costs by 10%.
- Established and maintained relationships with customers, building trust and loyalty through prompt and efficient issue resolution.
- Motivated and recognized team members for exceptional performance, fostering a positive and productive work environment.
Dials Supervisor
- Supervised a team of 10+ agents, providing guidance, support, and training to ensure adherence to quality standards and operational metrics.
- Developed and implemented innovative strategies to improve agent performance and customer satisfaction, resulting in a 15% increase in call resolution rates.
- Managed call center operations, including staffing, scheduling, and performance monitoring, ensuring efficient and effective service delivery.
- Analyzed call logs and customer feedback to identify areas for process improvement and training needs.
Accomplishments
- Improved firstcall resolution rate by 15% through implementing a rigorous training and development program for agents
- Reduced call handling time by 10% by streamlining call routing and implementing automated response systems
- Successfully implemented a new CRM system, resulting in a 20% increase in efficiency and a 5% improvement in customer satisfaction
- Developed and implemented a comprehensive performance management system that improved agent productivity by 12%
- Led a team of 20 agents to consistently exceed service level targets, achieving a 98% customer satisfaction rate
Awards
- Received Supervisor of the Year Award for exceptional leadership and team management
- Recognized with the Excellence in Service Award for consistently exceeding customer satisfaction goals
- Honored with the Safety Award for maintaining a hazardfree work environment and implementing effective safety protocols
Certificates
- Customer Service Certified (CSC)
- Certified Contact Center Professional (CCCP)
- Six Sigma Green Belt
- Lean Six Sigma Black Belt
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How To Write Resume For Dials Supervisor
- Highlight your experience in dial plan management, ACD management, IVR systems, and predictive dialing.
- Quantify your accomplishments and provide specific examples of how you improved call resolution rates, reduced operational costs, or enhanced customer satisfaction.
- Showcase your leadership skills and ability to motivate and manage a team.
- Emphasize your understanding of inbound and outbound call center operations, as well as your ability to collaborate with cross-functional teams.
- Proofread your resume carefully for any errors in grammar or spelling.
Essential Experience Highlights for a Strong Dials Supervisor Resume
- Manages and supervises a team of 10+ agents, providing guidance, support, and training to ensure adherence to quality standards and operational metrics.
- Develops and implements innovative strategies to improve agent performance and customer satisfaction, resulting in increased call resolution rates.
- Manages call center operations, including staffing, scheduling, and performance monitoring, ensuring efficient and effective service delivery.
- Analyzes call logs and customer feedback to identify areas for process improvement and training needs.
- Collaborates with cross-functional teams to address customer concerns, resolve escalated cases, and maintain a high level of customer satisfaction.
- Negotiates with vendors to secure favorable rates for telecommunications and equipment, reducing operational costs.
- Establishes and maintains relationships with customers, building trust and loyalty through prompt and efficient issue resolution.
Frequently Asked Questions (FAQ’s) For Dials Supervisor
What are the key responsibilities of a Dials Supervisor?
The key responsibilities of a Dials Supervisor include managing a team of agents, developing training programs, improving customer service metrics, and collaborating with cross-functional teams.
What skills are necessary to be successful as a Dials Supervisor?
Dials Supervisors need to have strong leadership, communication, and problem-solving skills. They should also be proficient in dial plan management, ACD management, IVR systems, and predictive dialing.
What are the career prospects for Dials Supervisors?
Dials Supervisors can advance to management positions within the telecommunications industry or move into related fields such as customer service or operations management.
What is the average salary for a Dials Supervisor?
The average salary for a Dials Supervisor is around $60,000 per year.
Where can I find job openings for Dials Supervisors?
You can find job openings for Dials Supervisors on job boards such as Indeed, LinkedIn, and Glassdoor.
What are some tips for writing a standout Dials Supervisor resume?
Some tips for writing a standout Dials Supervisor resume include highlighting your experience in dial plan management, quantifying your accomplishments, and showcasing your leadership skills.
What are some of the challenges that Dials Supervisors face?
Some of the challenges that Dials Supervisors face include managing a team of agents, meeting customer service metrics, and staying up-to-date on the latest technology.
What are some of the rewards of being a Dials Supervisor?
Some of the rewards of being a Dials Supervisor include the opportunity to make a difference in the lives of customers, lead a team of agents, and develop your professional skills.