Regardless of what level you have reached in your Call Centre career or even what sector you are working in there are a number of key competencies that you should be able to demonstrate in your Call Centre CV or Contact Centre CV.
Put simply key competencies are the skills you possess which demonstrate your ability to do the job and these key competencies should be emphasised throughout your Call Centre CV.
Listed below you’ll find a list of key competencies for Call Centre CV.
Depending on what level you have reached in your call centre career a couple, some or many of these competencies can be used throughout your contact centre CV.
• contact centre management experience
• experience of customer service
• telesales experience
• Call Centre Planning experience utilising workforce management software and best practice
• Experience in analysing customer contact trends and patterns in a call centre environment
• knowledge and understanding of contact centre technology i.e. PABX/ACD, IVR, CTI
• knowledge and understanding of call routing/segmentation and call flow structures
• Ability to develop and implement performance strategy roadmaps
• Proven ability of delivering results through others (internally and externally) within tight timelines
• Experience in relationship management of outsource partners
• Demonstrable strategic outlook
• commercial awareness
• financial acumen
• vendor management experience
• Experience managing teams
• Capable of managing a customer service team
• Capable of interfacing effectively with clients and colleagues
• Proven ability to prioritising various department-related tasks
• Ability to work hard as part of a dynamic group/team
• Target focused
• Excellent strategic, commercial and operational insight
• Strong numerate, analytical, business casing and commercial skills
• Ability to demonstrate clear leadership
• Comfortable with delivering results
• Experienced in performance management, people and metrics
• Experienced in identifying, assessing and developing activities to improve
• Proven track record of coaching and developing in a one-on-one and team environment
• Strong verbal and written communication skills.
• Detail oriented with excellent organizational skills
• Fluency in another language (highly sought after in this sector)
• Flexible when it comes to working hours
• Team player with a positive attitude
• Ability to handle stressful situations
Once you have decided which of the key competencies fit best with your experience then you can start to build them into your CV. Remember you need to provide solid, real life examples to prove those key competencies. It is not enough to say you can do something you must be able to verify your claims.
Your CV is your own individual marketing tool. In effect you are selling yourself to the employer and as such the language you use in your CV is critical.
The following is a list of ‘good’ selling words and words that help to highlight your strengths, when used to describe a skill that you hold or a task that you have achieved.
These words are ‘extra boosting’ selling words. These words serve to really emphasise a skill or achievement.
Of course with all CVs the golden rules still apply
No longer than 2 sheet of A4 paper
No spelling mistakes
Simple, clear formatting
Keep your CV concise