Call center supervisor with 8 years in contact centers, the last 4 supervising inbound teams for a national utility and energy retailer. Leads 18 agents who handle 22,000 calls a month and lifted the team from bottom quartile to top 3 of 14 teams on quality. Strong in coaching, real-time adherence and escalation handling.
Experience
Call Center Supervisor, Lumina Energy Services (Jacksonville, FL)
May 2022 – Present
Supervise 18 agents handling 22,000 calls a month on billing, moves and outages
Moved the team from bottom quartile to top 3 of 14 on quality within a year through weekly side-by-side coaching
Manage real-time adherence in NICE IEX, keeping service level at 80/30 during storm surges
Handle supervisor escalations and complaint calls, resolving 90% without regulatory complaints
Senior Customer Service Representative, Lumina Energy Services (Jacksonville, FL)
Feb 2020 – Apr 2022
Handled escalated billing calls and trained 3 new-hire classes
Mentored representatives on de-escalation, cutting supervisor transfers 18%
Customer Service Representative, First Coast Telecom (Orange Park, FL)
Mar 2018 – Jan 2020
Answered 65 calls a day with top-quartile customer satisfaction
Education
AS, Business Administration, Florida State College at Jacksonville (Aug 2015 – Dec 2017)
Skills
Leadership: Coaching, QA calibration, attendance and performance management
Workforce: NICE IEX, real-time adherence, service level, schedule adherence
Tools: Genesys, Salesforce Service Cloud, Verint
Metrics: AHT, FCR, CSAT, quality score
How to write a Call Center Supervisor resume
A strong Call Center Supervisor resume shows quota attainment, deal size, and the customer outcomes you delivered. Show the organization you ran (team size, budget, revenue) and the business results you are accountable for.
Sections, in order
Summary
Experience
Skills
Education
Length: Two pages are common for leadership roles; keep the first page strong enough to stand alone.
Summary: Lead with your leadership scope and the business outcomes you are known for.
Skills to feature
Prospecting
Discovery and qualification
Negotiation
Pipeline management
CRM (Salesforce, HubSpot)
Account management
Customer onboarding
Renewals and expansion
Product demos
Customer empathy
Example bullet points
Closed $2.4M in new ARR in FY24, reaching 132% of quota and ranking #2 of 18 reps
Built an outbound sequence for mid-market accounts that booked 60 qualified meetings a quarter
Raised CSAT from 86% to 94% by introducing tiered routing and a 24-hour follow-up standard
Tips from recruiters
Put quota attainment and ranking in the first bullet of every sales role.
State deal size and sales cycle so readers understand the segment you sell into.
For support roles, show volume handled alongside quality metrics such as CSAT.
Recommended templates
Modern (ATS-friendly): Clean single column with accent headings and rules
Classic (ATS-friendly): Jake's-style LaTeX classic: small caps and hairline rules
Ledger (ATS-friendly): moderncv banking: accent name, bold dates on the right
Call Center Supervisor resume FAQ
What should a Call Center Supervisor resume include?
A Call Center Supervisor resume should show quota attainment, deal size, and the customer outcomes you delivered. Use these sections in this order: Summary, Experience, Skills and Education. Show the organization you ran (team size, budget, revenue) and the business results you are accountable for.
What is the best resume template for a Call Center Supervisor?
Modern, Classic and Ledger work well for Call Center Supervisor roles. They are single-column with standard headings, so applicant tracking systems (ATS) parse them reliably.
How long should a Call Center Supervisor resume be?
Two pages are common for leadership roles; keep the first page strong enough to stand alone.
Which skills should a Call Center Supervisor put on a resume?
Prioritize the skills named in the job posting. Common ones for Call Center Supervisor roles are Prospecting, Discovery and qualification, Negotiation, Pipeline management, CRM (Salesforce, HubSpot) and Account management.
How do I write strong Call Center Supervisor resume bullet points?
Start with an action verb, say what you did, and end with a measurable result such as quota attainment, ARR closed and win rate. For example: "Closed $2.4M in new ARR in FY24, reaching 132% of quota and ranking #2 of 18 reps."