Call Center Representative
Resume Example

Call center representatives are in a huge demand. But getting a good call center representative job is highly competitive.

But now you need not to worry as we’re going to teach you how to write a job-winning resume for a call center representative position in detail.

First of all let’s take a look at what hiring managers are looking for in your call center resume.

Hiring managers are well aware of the job’s duties and responsibilities, but they also understand that call center representatives represent the company too. The candidate must be capable of doing much more than just managing inbound and outbound calls. They must be approachable and outgoing. They must be able to listen well and solve problems too.

They must be familiar with company policies and procedures, as well as the knowledge of the company’s products or services. Not only that, but also, they must be aware of upselling and cross-selling methods for increasing conversion rates of the company.

When writing your call center representative resume, make sure that all of these qualities stand out and catch the eye of the hiring manager so that you will get higher chances of getting an interview.

Are you ready to learn how to write a perfect resume for your dream job in a call center?

Let’s dive in!

Before you begin your call center resume

Research the company: Whenever you write a resume, you should tailor it to the job and the company you’re applying for. Therefore it’s very important to do initial research. Through the research you can know about the company’s work, values and people. Consider how your skills and knowledge align with them.

Analyze the job posting: Everything a company expects from a job seeker can be found in a job advertisement. So be sure to read the job advertisement carefully before writing your call center representative resume.

Create your master call center agent resume: A Master resume is a document that has been created using your duties, responsibilities and achievements in all the positions you have held in your career. Making a document like this before making your Call Center Representative resume makes it easy for you to create a job winning resume.

01. Pick the right resume format

Before starting to create your call center resume, make sure you have picked the right resume format to suit your experience and skills.

If you’re a well experienced call center representative applicant you are good to go with the reverse-chronological resume format which highlights your career progression. This resume format helps recruiters to understand how you perform in your prior call center representative jobs and what achievements you have got.

But if you are a newbie to the field you might not have enough experience and skills to showcase. In those cases it’s better to use the functional / combination resume formats which focus on your skillset rather than your experience.

02. Create a memorable contact information section

Putting the right contact information in your resume is an important thing and presenting them in a memorable way is more important.

So if you want to get noticed, create your call center resume header in this way.

• Your name should be the largest text on the page and it should be on top of your resume. Write your full name including your first and last name so that recruiters will find it easier to search more information about you on LinkedIn or other social media sites.
• Mention your desired job title as “Call Center Representative” below your name.
• It’s not necessary to mention your street name or house number in your address; simply listing your location (city and state) would be sufficient.
• Add a professional email address, but it shouldn’t be the same as your work email address.
• Insert the URL of your LinkedIn profile as it will help the recruiters to find more insights about you. But make sure your profile is up-to-date.
• Some people used to include a resume photo. However, you shouldn’t do it because that will result in discrimination against you.

The below image is a great example for a resume header of a call center representative. If you find it difficult to create a resume header like this our resume templates will do the job for you.

03. Describe your work experience in call centers

Having related work experience in call centers is inevitably important for any one who is willing to join a company as a call center representative. So if you also have years of related experience don’t forget to keep a dedicated space for them in your resume.

It is also very important not to mention all the experience you have got in your call center representative resume. Stick with the most relevant experience that matches your prospective job.

Try these tips to get the most out of your resume work experience section.

• Don’t mention the job duties and responsibilities you held. Instead, make a list of your accomplishments.
• Quantify your professional achievements to tell the unique value you bring to the organization.
• Use action verbs to describe your experience.
• List work experience reverse-chronologically. That means start from your most recent job title and then backwards.
• Use the job description to find more appropriate keywords and tailor your resume with them.

Here’s a sample call center representative resume work experience section written according to the above tips.

04. List your relevant education

Getting a job as a call center representative may require you to have some educational background. At least having a high school diploma or GED certificate is worthy. If you have an associate’s or bachelor’s degree related to business administration, communication, financial, or hospitality you will get higher chances of winning the job.

When you list your education details try to include:

• Name of the degree / course
• Name of your school / university
• Studied duration / Expected graduation date
• Academic awards & achievements (Optional)
• GPA (Add only if it is above 3.0)

When listing educational qualifications it’s better to list them in reverse-chronological order. That means you have to put the most recent and high ranking degrees first and then the others backwards. 

05. Add related call center representative resume skills

This is the best way to customize your resume to fit the job by inserting call center resume keywords. If you have not started your job yet, you can find out what skills you need to develop by looking at the job description.

When listing your skills, it’s equally important to add a mixture of both soft skills and related hard skills. By doing this, the employee will know that you have the technical and other skills required to be successful in the job as you have to interact with customers and you have to deal with various software.

Best skills for a call center representative resume

Soft skills

• Communication
• Problem solving
• Customer service skills
• Tolerance
• Negotiation
• Presentation
• Analytical skills
• Teamwork
• Empathy
• Interpersonal skills
• Stress management
• Listening skills
• Phone skills
• Persuasion

Hard skills

• Data entry
• Outbound / inbound calls
• Telephone etiquette
• Internet / Computer skills
• Troubleshoot
• CRM Software
• MS Office
• Helpdesk / Talkdesk
• Fast typing skills
• Thorough knowledge of the company product / service (This will be provided in on-the-job training)

One thing to note. Resume skills section is not the only section that you can showcase your call center skills to the employer. You can also add your skills in the resume summary as well as the resume work experience section.

Make sure you don’t include the skills you don’t have. Lying on your resume is a breach of trust. If you don’t have skills required for the call center representative job, try to develop those skills. And then you can add them into your resume genuinely.

06. Finally, write a call center representative resume summary

The resume summary should be placed just after the resume header. But when you write your resume, it is better to write the summary after finishing all the other sections. Because by doing so you can easily remember the unique milestones of your career, the best career achievements so that eventually you will be able to write a super resume summary for a call center representative job.

A good resume summary should answer the hiring manager’s question “why should I hire you?” Then you should use your experience and achievements to prove that you fit the position.

As we all know getting a job in a top call center is not easy and it’s competitive. So the best way to get the attention of any hiring manager to your resume is to write a tailored resume summary.

You can write a resume summary if you have got years of related experiences. But if you haven’t much experience it’s better to go with an objective statement. Whichever you write it should be short (3-4 sentences) and makes you the ideal candidate as the call center representative.

Improve your call center representative resume with these tips

Tip #01 – Use action verbs

If you want to make your resume more impactful, you have to use action verbs. So when you write your resume summary and job description it is better to use following action verbs in your call center representative resume.

• Handled
• Resolved
• Provided
• Solved
• Applied
• Memorized
• Answered
• Increased
• Collected
• Entered
• Received
• Trained
• Communicated
• Developed
• Improved
• Ensured

Tip #02 – Pursue relevant certifications

Certification will definitely help the call center representative candidate to demonstrate their ability and strength in terms of managing complex operations and processes required in a call centre with a busy work environment.

Therefore try to get certified as a professional call center or customer service agent so that you will have more opportunities of getting hired as your resume looks more competitive than others.

Here are some popular courses to follow for call center representative job seekers.

• Certified Call Center Manager (CCCM)
• Call Center Certification by COPC
• Certified Customer Service Representative (CCSR)
• Professional Certification in Customer Service and Sales by NRFF