123 4567890 leia fisher leiafisheremailcom pittsburgh pa summary proven call center manager experience overseeing high volume call centers excellent motivator gets teams perform potential experienced talent evaluator hiring manager employee retention rates 20 industry average education ohio state university columbus oh bachelor science business administration skills coaching mentoring analyzing performance data setting vision kpis hiring training communicating effectively leading change achievements certified call center manager trained quality assurance cost management forecasting experience call center manager organa electric 20182023 managed 225 call center agents eight supervisors increased csat 74 91 within first nine months also reducing aht 21 improved internal nps 25 reduced employee turnover 14 improved communication coaching call center manager pilot paper company 20172019 managed 100 call center agents four supervisors improved kpis across board csat 15 aht 30 fcr 23 coached team members shared individual performance data set goals monitored calls provided feedback call center manager force software 20152017 managed 50 call center agents two supervisors reduced hold times 30 increased fcr 27 increased crosssell revenue performance 130 coaching regular kpi reviews