Writing a good call center resume can be the difference between landing your dream job and being rejected. A good resume shows excellent use of structure, inclusion of keywords, skill sets, and more.
You must include the relevant qualifications, skills, and experiences that align with call center job requirements if you want to stand out from other candidates. Customizing your resume for each job you apply to will take you further than using the same resume for every application, even if it’s for the same position.
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Table of Contents
- What is a call center resume?
- Call Center Resume Tips: Where to Begin
- Call Center Resume Tips
- Call Center Resume Examples & Templates
- Call Center Resume Summary
- Call Center Resume Objectives
- Call Center Resume Skills
- Create Your Resume With Confidence
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What is a call center resume?
A call center resume focuses primarily on your skills, professional background, and qualifications, aligning them with the job requirements. Depending on the job position, such as the seniority level or the size of the organization, you should know the average length of your resume.
Although I recommend customizing your call center resume, there are some details you will include like in any normal resume, such as:
- Your name and contact information.
- Your education.
- Relevant work experience.
- Helpful skills.
- Relevant non-work experience if you're new to the job market.
In the next section, I’ll show you some specific templates you can leverage based on your skill set and the open role.
Call Center Resume Tips: Where to Begin
If you’re creating your resume from scratch, you might get caught up on the resume’s layout and the information will go on it. There are a couple of directions I recommend you take if you’re not sure where to begin.
The first is to try AI tools to get started. There are many free AI tools that have emerged in recent years that can help you brainstorm copy and create your resume. ChatGPT can do a surprisingly good job of tweaking the text on your resume. Another AI tool you could use to make your resume is Rezi, which specializes in resume creation, unlike ChatGPT.
As with any AI tool, you’ll still need to make revisions to make sure there are no typos and that the resume accurately represents you, your voice, and your experience. (Beware: Sometimes ChatGPT can create scenarios and numbers out of thin air!)
What’s more, you’ll want to be sure that any AI-supported call center resumes don’t sound like any of the hundreds of other people who use AI to create theirs.
The other direction I would guide you towards is using a premade template that can take care of the layout for you and give you an idea of what kind of information you should provide. Here are a few templates you can use to get started.
Call Center Resume Examples & Templates
These templates will help you better understand how to craft a strong resume that will grab the attention of potential employers. Consider the role you're applying to and find the example below that most closely aligns.
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What’s included in this section:
1. Bilingual Call Center Agent Template
2. Call Center Representative Resume with Strong Highlights
3. Call Center Resume for Interns
4. Entry-Level Call Center Agent Resume Template
5. Mid-Level Call Center Representative Resume
6. Call Center Manager Resume Template
7. Ecommerce Customer Service Representative
8. Call Center Supervisor Resume Template
9. Call Center Director Resume Template
10. Minimalist Resume Template
11. Extroverted Resume Template
12. Outbound Call Center Rep Resume Template
14. Tech Support Call Center Resume Template
15. Healthcare Call Center Resume Template
1. Bilingual Call Center Agent
This resume quickly calls out what makes the candidate valuable — his language skills.
This will be a plus for employers, as multilingual call center agents provide added value to global companies.
Not all customers are fluent in English, and call centers are always on the hunt for multilingual individuals. Even if you lack some experience in your resume, adding this skill will prioritize your resume over others.
Jennifer Burton, GM of Oaks Dumpster Rental, says, “Candidates who are bilingual might jump straight to the top of the pile even if they lack in other areas, like technical acumen or fewer years in the industry. These skills are immensely valuable and will only grow to be more important.”
What I like: Including the bold title, “Bilingual Customer Service Representative,” which is impossible to miss, gives the candidate the appearance of being highly-confident in their language skills. Having a strong title backed by your lengthy experience will give employers a reason to continue reading your resume.
2. Call Center Representative Resume With Strong Highlights
This sample resume shows the fictitious Natalie Hill’s call center experience. The majority of her resume features her professional expertise and the skills she’s acquired. This shows employers that she’s someone who doesn’t require extensive training or supervision.
Since more than 80% of the resumes don’t make it past the first screening, adding such highlights can compel your recruiters to read down further.
What I like: The highlights are placed in brief bullet points to easily catch the eyes of employers and show off all her traits, skills, and knowledge in one quick section. I found that including the section at the top of the resume made it the first thing I looked at, which can be incredibly helpful when an employer has to go through a high volume of resumes.
3. Call Center Resume for Interns
If you’re applying as an intern, you probably have very little direct experience in the field. However, a good way to stand out from other interns is by listing a college project or an extracurricular project that speaks out about your skills and tendency to succeed in this career.
This sample resume highlights a candidate with no professional experience. However, the well-structured resume shows they have what it takes to handle the position. Adding volunteer experience gives your recruiter more information about your skills, such as empathy, leadership, and team building.
What I like: This resume template stood out to me because of its simple layout and clear fonts. The name and different headers are highlighted in red, while the other texts are black, and the education section on its own to the left stands out. Make sure to address the responsibilities in bullet points to make them easier to spot.
4. Entry-Level Call Center Agent Resume Template
The fictitious William Morrison states that he has a background in customer service and discusses his transferable skills to a call center.
Besides his previous positions, he notes the tasks he completed directly related to a call center position. This shows William has similar qualifications as someone with direct experience at a call center.
For the entry-level call center jobs, recruiters are less concerned about the previous experience in the industry.
As Jennifer Burton rightly highlights, “Organizations at the entry-level are less concerned with candidates having perfect-match past jobs, and more interested in their history working with real people in real-time. That’s the essence of call center and customer service work: helping and supporting people. Does your resume clearly show success working with small groups of people and examples of problem-solving and catering to their needs? “
What I like: This resume template stood out to me because of its simple layout and clear fonts. The name and different headers are highlighted in red, while the other texts are black, and the “education” section on its own to the left stands out. Make sure to address the responsibilities in bullet points to make them easier to spot.
5. Mid-Level Call Center Representative Resume
Mid-level call center resumes should highlight some significant numbers and terms that prove their familiarity with the industry. This fictitious resume by Jonathan Wright doesn’t miss out on a chance to highlight his skills using strong adjectives.
Notice how the strengths in the resume use the numbers to pique the recruiter’s interest.
What I like: The subheading bolds the adjective “energetic” to define the standout quality of the candidate as a customer service representative. The candidate leverages the certification section and passions to align with the job requirements, which I feel gives the candidate a well-rounded and personable appeal.
6. Call Center Manager Resume Template
Call center managers should have vast experience and skills for managing a hierarchical team. Hence, your work experience should be front and center, listing all the responsibilities that you have had in the past.
What I like: I appreciate that this resume template boasts all the responsibilities recruiters are curious to read about. The most relevant responsibilities to include in your resume are planning skills, organizational skills, time management, verbal communication, and customer relationships.
After the work experience and responsibilities, the candidate also adds a brief list of professional skills acquired. Remember, these skills should match your work experience responsibilities.
7. Ecommerce Customer Service Representative
Ecommerce companies have slightly different needs for their customer service teams. Their call center representatives need to be tech-savvy and able to troubleshoot product issues from a remote location.
Additionally, these representatives need excellent interpersonal skills, including the ability to communicate resolution steps clearly to customers. Most businesses in this industry look for applicants who are detail-driven and proficient writers.
In this example, the applicant lists her skills near the top of the resume. Notice how the first ones are mostly technical or related to the candidate’s writing ability. Employers tend to skim resumes, so it’s important to put the most relevant information near the top.
What I like: Since the candidate is applying for a more tech-savvy role, she put her technical skills right at the top of their resume instead of burying them further down. This makes it easier for employers to quickly see she’s a fit for the role, and in my opinion, that she understands what recruiters are looking for and is making it easier for them to find the information they need.
8. Call Center Supervisor Resume Template
A call center supervisor has various roles and responsibilities, such as supervising the representatives, handling customer issues, mitigating operational issues, checking compliances, and more.
Your supervisor resume should highlight key skills like team management, compliance, operations, data entry, and monitoring. Call centers also count on supervisors being familiar with major software like Zendesk, so mentioning relevant software is a good idea.
Similar to the manager-level template, the supervisor template should list the previous responsibilities in a succinct way.
What we like: The resume uses the most relevant keywords that recruiters seek in a supervisor. For instance, words like supervised, monitored, compiled, processed, and administered would catch my attention if I were a hiring manager for a call center.
9. Call Center Director Resume Template
The call center director has a highly strategic role in the customer call center, and it’s clear a company is likely to choose someone who owns badges of achievements and past responsibilities.
When you are writing the call center director resume, do not shy away from listing every firm that you have worked with. It might be a two-page or three-page resume; the longer, the better.
While I normally recommend keeping resumes down to one page, for a Director role, it’s safe to assume a candidate would have a longer work history, so a longer resume isn’t out of the ordinary. Remember to stick to the relevancy and the skills asked for in the job role, so your resume remains focused.
Your resume should confidently list all the responsibilities that the recruiter is looking for. These should include conducting meetings with stakeholders, planning goals and objectives, managing the call center team, mentoring newly hired employees, and identifying key performance metrics.
What I like: The candidate, including her specialties in the sub-heading, gives the recruiter a good guess of whether the resume is worth considering further. Also, key skills like leadership, problem-solving, customer service, and teamwork make the resume easier to screen if recruiters are using applicant tracking systems to filter candidates.
I never recommend stuffing keywords in your resume, but if you have the experience, always include relevant keywords in an organic fashion.
10. Minimalist Resume Template
This sleek resume template, designed by Raka Caesar, is perfect for a minimalist call center agent. You're someone who enjoys the simple things in life, like clean structures, neutral colors, and bullet journaling.
Rather than a very wordy resume, your resume leverages simplicity. Small icons and brief phrases show you are low-maintenance, calm, and collected. This is the perfect resume to show off how level-headed you would be as a call center agent.
Unruffled by frustrated customers or high tempers, you would handle these emergencies with ease and grace.
What I like: This clean design mirrors the candidate’s demeanor and approach to problem-solving. It’s not overly complicated and takes a simple approach — a much-needed skill for communicating solutions to customers in a clear, concise fashion.
11. Extroverted Resume Template
This fun, colorful resume shows off your extroverted side. You’re someone who’s very outgoing, has a colorful personality, and probably enjoys a good photo shoot.
This template is perfect for someone who wants to include their own photo on their resume. Also, there’s a long “About Me” section where you can summarize your personal and professional sides.
This template is wordier, so if you have a lot to say to describe yourself, this is the one for you.
That said, I would advise you to find out if photos are allowed to be submitted with your resume as some companies will not accept them, but if that’s the case, this resume template is easily customizable, and you can always remove the photo if need be.
What I like: This resume is great for candidates with extensive experience that they’d like to share. There’s plenty of room to let recruiters get a better sense of how you can be an asset to their team without making them feel like they’re just reading off a list of keywords.
12. Outbound Call Center Rep Resume Template
This resume template perfectly demonstrates the skills and qualifications of an outbound call center agent. The resume features the candidate’s efficiency in handling high call volumes, achieving the sales target, and tapping into the right persona.
The resume should also mention the candidate’s ability to use customer service software to save time and enhance productivity. In this example, the candidate also lists her ability to cope with escalations and to work under strict deadlines.
The summary clearly outlines her career goals and achievements in short and simple sentences.
What I like: I like how the candidate uses bullet points to dive into the hard and soft skills that demonstrate why she stands out for this position. Adding a skimmable section of skills makes it easier for the recruiters to decide if the candidate qualifies for the position.
13. Creative Resume Template
This resume template, designed by Federica Procaccino, is a great choice for a call center agent with a background or interest in design.
The document communicates that the candidate is a visual learner, loves doodling, and has a knack for color coordination.
This infographic-style template is perfect for your love of visuals and creativity.
What I like: This resume will show employers that you can easily find creative solutions that may be more difficult for the average person to conceptualize. Remember, just because you’re applying for a job at a call center doesn’t mean your resume or the job itself will be dry. You could be applying to a creative company or simply show the recruiter you have other skills they could use.
14. Tech Support Call Center Resume Template
While most call center jobs will require some level of technical knowledge, a tech support job will require you to have a deeper understanding of certain software. In this resume, the fictitious candidate, Raymond, has included his highly technical skills and knowledge throughout.
He mentions his mastery of the most common computer operating systems in summary at the top, making it one of the first things an employer will read, and repeats them in the skills section.
What I like: Though the resume design itself is simplistic, most tech support employers are looking for what’s in the resume rather than its appearance, so this will be more than sufficient. The resume gets straight to the point and has a classic look.
15. Healthcare Call Center Resume Template
Some call centers tend to be in more specialized fields, such as healthcare. This resume highlights not only the call center skills needed to thrive in this role, like phone etiquette or Salesforce, but also healthcare-specific skills, like understanding Medicare and health insurance.
This template also mentions that the candidate has knowledge of HIPAA compliance policies, which are extremely important when dealing with sensitive patient information. The candidate also lists that they’re certified in medical coding and billing, which could be attractive to an employer since they may not need to pay for their certifications.
What I like: This template has a rather hefty Skills section but has the skills separated into categories for easy skimming.
16. AI-Generated Resume
This resume was made with AI resume-builder, Rezi, and it shows you what a typical call center resume for customer support would look like.
The resume features a classic text-based design, making it easy for text-readers to screen it and its headers and sections make it easy for the hiring team to skim through it. This resume showcases the candidate’s two most recent positions that include experience valuable to a call center.
What I like: During the creation process, Rezi allowed me to start with a sample from the field of my choosing and then customize the sample. This is a great option for people who may not know where to start but can draft a great resume once they’ve found their footing.
Whether you choose to use one of the templates above or to start from scratch when making your own resume, there are some essential elements you should include, such as a summary, objectives, and skills.
I’ll get into each of these below.
Call Center Resume Summary
Whether you're seeking an entry-level or executive position, I recommend including a concise summary at the beginning of your resume.
A well-crafted summary, typically consisting of two to four sentences, introduces your candidacy, encapsulates your relevant experiences, and highlights your unique value proposition to prospective employers.
Doing so provides a quick snapshot of your qualifications, making it easier for hiring managers who scan resumes to identify your strengths and potential fit for the position quickly.
An effective summary should provide a clear overview of your professional background while highlighting why you are a strong fit for the organization.
Doing so will showcase your qualifications and illustrate how your expertise aligns with the organization’s needs.
Customer Service Resume Summary Examples
Below are a few examples of customer service resume summaries to help you craft your own.
1. Experienced Support Rep
When applying for any position, it helps to showcase your experience performing in that role. Below is an example summary you can refer to from my colleague’s application for the HubSpot Support team.
“Experienced customer service rep seeking a support position with an expanding tech company. Possesses a bachelor’s degree in marketing communications and has over three years of experience in customer service roles. Highly skilled communicator who meets deadlines and ensures customer satisfaction.”
2. Bilingual Service Rep
Communication is key in customer service, and being able to communicate with people from all over the world makes you a much more attractive applicant.
If you can speak two or more languages, I recommend including that skill in your summary to distinguish yourself from other candidates.
Here’s an example from Cover Letters and Resume of an applicant who speaks both English and Spanish:
“Friendly and outgoing Customer Service Representative with 8+ years of experience, looking to increase the customer experience at the ABC Company. Expert in taking and entering orders, managing accounts, and resolving complaints. Familiar with the processes of customer needs assessment, quality standards for services, and customer retention. Bilingual: English/Spanish.”
3. Skilled Customer Service Rep
When it comes to customer service, some companies are more concerned with the candidate’s soft skills than they are with their technical or product knowledge.
Soft skills like active listening and emotional intelligence can be much harder to teach than using or troubleshooting a product. I’ve heard from many recruiters that training hard skills is rarely an issue so the soft skills can really make or break a candidate, especially for a customer-facing role like in a call center.
Take a look at this summary from Indeed that highlights the applicant’s ability to build meaningful relationships with customers:
“Energetic Customer Service Representative with 3+ years of experience resolving complex customer inquiries. Passionate about building strong customer relationships, driving brand loyalty, and increasing customer engagement.”
4. Call Center Team Lead
As a team lead, you’re responsible for managing employees and meeting deadlines set by the call center manager. This requires strong communication skills as well as the ability to plan and execute campaigns.
When applying for this role, your summary should indicate you’re an organized, goal-oriented worker capable of meeting deadlines and have strong leadership skills.
Here’s a good example of a team lead summary provided by myperfectresume.com:
“Results-oriented Team Leader with expertise in invoicing, document control, and financial reporting. Effective at managing diverse [teams] to accomplish business goals. Detail-oriented and efficient, with strengths in both project and time management.”
5. Call Center Manager
As a call center manager, your summary should highlight your team-building skills and ability to meet goals.
In this example I got from Day Job, the candidate does this by showcasing her ability to problem-solve and provide others with constructive feedback.
While this summary may be a little long for some recruiters, it demonstrates the applicant’s potential value to the company. Remember, the more senior the position, the longer certain requirements can be.
“A goal-oriented and flexible Call Center Manager who can accept constructive feedback and then rectify any shortcomings. Maxine is super energetic with a passion for not just achieving but exceeding targets. She can demonstrate a stable career history and has a proven track record of winning new business and driving sales revenue. She is keen to join a company that offers exciting career opportunities and promising earning potential for hard-working, driven professionals.”
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Call Center Resume Objectives
To increase your chances of success when applying for a call center job, you must clearly communicate your career goals. Consider including a section outlining your short-term objectives directly below your summary.
By doing so, you can demonstrate your interest in the position and provide context for how this opportunity fits into your overall career trajectory.
I’ve seen candidates make the mistake of explaining that their objective is to get the job they’re applying for. In this case, someone would include something like, “My objective is to find a position in a call center.” However, the recruiter can safely assume that’s the case if you’re applying for a call center position.
A good objective outlines what you hope to achieve in that position, as it can also show the hiring manager what you are capable of doing for the company.
Here is a list of recommended objectives for your call center resume.
1. To build lasting relationships with customers.
Right off the bat, you want to show your employer that you won’t be impersonal, scripted, or rude. You want to work in this position because you love connecting with customers and guiding them through problems. A hiring manager isn’t going to want to hire someone who just wants to go through the motions.
“Searching for a Call Center position to leverage my verbal communication and problem resolution skills to build lasting relationships with customers.”
2. To solve customer problems in creative ways.
This one is similar to the previous one in that you’re highlighting the role’s primary purpose: connecting with customers.
However, if you’re a creative thinker who’s passionate about problem-solving, this is a good way to demonstrate what you have to offer while simultaneously calling out what you’re looking for in a role or workplace.
“Searching for a call center role that enables me to think out of the box and leverages my creative problem-solving skills to delight customers and increase customer satisfaction.”
3. To help organizations grow with higher retention, up-sells, and cross-sells.
I find that it’s easier to sell to someone who already knows your brand and has purchased from you before. In addition, it’s very possible that the issues customers want to solve are easily rectified with add-ons or premium offerings.
With that in mind, a call center rep’s primary focus is on handling customer issues and solving problems, but you may find yourself at a company where there’s always an opportunity for cross-selling and upselling.
Calling this function out in your objective signals potential employers that you’re growth-minded.
“To work effectively with the call center team at [company] while improving customer satisfaction, retaining customers, and helping to increase the company’s revenue through up-sells.”
4. To work in a fast-paced environment.
Tell them right away that you’re both prepared for and looking forward to the brisk day-to-day life of a call center agent. This is a major plus for employers.
They can feel confident that you’re ready to take on the challenge and work in a position that requires constant communication.
“Seeking a fast-paced, challenging role that keeps me sharp where I can demonstrate my ability to problem solve under pressure.”
5. To further existing experience working with customers.
If you’ve worked in a call center before, great! You’re already halfway there. This objective will clearly relay that you have experience and are still trying to gain more. I doubt any employer would be against a candidate wanting to better themselves in their role.
Even if you haven’t worked specifically as a call center agent, it’s helpful if you have any experience in customer service, support, or success.
“Utilize my experience with [skill] to ensure proper customer interactions with [company], while offering them the in-depth [topic] knowledge I have to assist with any problems they encounter.”
6. To use my problem-resolution skills to turn unhappy customers into brand advocates.
If you’re skilled at managing unhappy customers, this is the objective to choose.
You’re demonstrating your level of comfort with what can be seen as a difficult job and painting a picture of what the hiring manager can expect if they choose you: happy customers who will sing praises about the brand.
Even if I’ve been unhappy with a brand at first, there have been instances where my mindset about them has changed because of their excellent customer service, so this kind of objective can go a long way for a candidate.
“To use my strong interpersonal and problem resolution skills to prevent customer churn, converting unsatisfied customers into brand advocates.”
7. To gain insight into the industry.
Call out the specific industry the company is working in, whether it be tech or retail. This will show that you’ve done your research on the company and that you’re ready to join the team. I enjoy receiving emails asking to work with me and seeing that they’ve done their due diligence and are familiar with the kind of people and projects I love to take on.
The objective shows you’re learning about more than just your specific team but also about the entire company’s mission.
“To broaden my knowledge and gain insight into [industry/topic] to better contribute to [company] key initiatives.”
8. To be challenged in navigating computer systems.
Show your potential employer that you’re ready to be challenged. They love someone who has a fresh perspective and energy to bring to the table.
Additionally, they’ll love that you’re interested in learning as much as possible about call center software, as this is an important part of your position. This could help you be successful as both a call center rep and a technical rep.
“Seeking a role where I can broaden my knowledge of call center operations and call management systems to improve workflows and increase customer satisfaction.”
Call Center Resume Skills
After listing the key objectives you’re trying to achieve, you can highlight the skills and knowledge you have that will make you a key asset to the company. This is your chance to show off why you’re an ideal candidate.
1. Outstanding Communication Skills
Effective communication is a critical factor in achieving success in the call center industry.
As a call center representative, you will be required to actively listen to callers, ask thoughtful questions to understand their issues, and communicate solutions effectively.
Additionally, you must be able to think on your feet, go off script, and respond appropriately to customer complaints. Therefore, I highly suggest you highlight your communication skills prominently in your resume.
Employers want to hire someone who doesn’t need constant reassurance on how to respond to a customer and can effortlessly communicate.
How to Improve This Skill
- Learn as much about your company’s customer protocols as possible and keep them handy. That way, you’re not scrambling to figure out what to do next while on the phone.
- Summarize the key points you discussed during your call with the customer to ensure you’re both on the same page and prepare them for the next steps.
Pro tip: Highlight your ability to listen and communicate effectively to solve customer problems based on your past experiences.
2. Learning Proficiency
To excel in a customer service role, you must have a comprehensive understanding of the product you’re supporting.
While it may not be realistic to expect a complete mastery of the subject matter from day one, you’ll need to be proactive in learning and finding answers.
Effective training, coupled with attention to detail and an ability to retain information, can help you quickly develop the knowledge needed to provide exceptional customer support.
By prioritizing ongoing learning, you can position yourself as a valuable asset to your team.
How to Improve This Skill
- Take notes during your training. Consider what you need to know to complete each task and break each module into smaller steps.
- Leverage outside sources like video tutorials and online lessons to supplement your knowledge and skills.
- Don’t be afraid to ask questions.
Pro tip: Include any additional certifications or credentials you have pursued as part of your self-development journey to highlight your proficiency in learning.
3. Problem-Solving and Troubleshooting
Customers are going to call with issues. Some of them you’ll know how to fix, and some of them you won’t. For the latter, you’ll need to develop a process for diagnosing their issue and determining how to fix it.
You’ll need knowledge of your organization’s system and the ability to detect issues using the process of elimination.
Effective problem-solving requires logical reasoning, as well as the ability to communicate clearly and empathetically with the customer. By honing these skills, you can become a more effective customer service representative.
How to Improve This Skill
- Get familiar with your company’s knowledge base to help you assist customers with their inquiries.
- Roleplay using hypothetical issues a caller may have that aren’t explicitly covered in your training. Work through how you would solve it.
Pro tip: Instead of simply saying that you can problem-solve, provide specific examples of how you have used these skills to solve challenges in your past roles. For instance, you could mention how you documented a standard process and increased customer satisfaction by 25%. If you get an interview, you can then expand on this experience.
4. Close Attention to Detail
When working directly with customers, you need to pay close attention to detail.
Customers will be reaching out with specific problems, questions, and concerns. You must pay attention to the details and ensure you’re offering the correct solution.
Additionally, misspellings and grammatical errors are signs of unprofessionalism and will deter employers from trusting you.
By prioritizing attention to detail in all aspects of your work, you can demonstrate your commitment to providing exceptional customer service.
How to Improve This Skill
- Listen to live calls for practice and see if you came up with the same solution your colleague did. If listening to your own calls, find what could be improved. Did you miss an important detail? Did the caller have to repeat themselves?
- Use typing tests to improve your speed, accuracy, and data entry skills.
Pro Tip: A great way to demonstrate your attention to detail is by presenting a well-structured, error-free resume. Take the time to proofread your resume thoroughly, and consider enlisting the help of a friend, colleague, or family member to review it before submission. I’ve had others catch mistakes on work I reviewed multiple times, so having fresh eyes is always a big help.
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5. Strong Organizational Skills
Call center agents are required to keep a record of all customer interactions. Since agents speak with several customers daily, it can get confusing to remember which customer had which problems.
If you keep to-do lists, budget spreadsheets, or other records, add these skills to your resume. Remember, a lot of the skills you use in your personal life can end up becoming valuable soft skills that employers need and value.
How to Improve This Skill
- Get comfortable with recording thorough notes in your CRM or ticketing systems. They’ll be in the same place as your customers' records.
- Finish recording all pertinent information about the customer and their inquiry into your tracking system before moving on to the next call. This decreases the chance that you’ll forget details.
Pro tip: Highlight any relevant software or tools you have used to streamline your work processes and enhance your organizational skills.
6. Empathy
Customers expect to be heard, appreciated, and valued, especially if they’re having an issue and reaching out for support. As a result, one important aspect of providing customer service in a call center is doing so with empathy.
Treating the customer like another number (or worse) is a surefire way to impact the experience negatively.
How to Improve This Skill
- Put yourself in the customer’s shoes. How would you like to be spoken to?
- Start by apologizing for the difficulties they are experiencing and express that you will work to resolve the issue. This lets the customer know that you care.
Susan Preiss from BlueOcean recommends making empathy a part of your recruitment, training, and onboarding processes. She suggests measuring and managing it throughout your quality monitoring programs. She further says, “Reward agents for it when they demonstrate exceptionally strong decision-making skills that result in customer satisfaction success stories.”
Pro tip: Mention any volunteering or social service work you have done to demonstrate empathy. If you’ve ever encountered a situation where you showed empathy during a difficult time, if it makes sense, add it in!
7. Ability to Stay Calm in Emergencies
Something that’s underappreciated in the industry is an employee who can remain level-headed. When working closely with customers, it’s easy to end up in tough situations with unhappy or angry customers. I know I’ve had moments where I’ve had to call up a tech support line in sheer panic because something wasn’t working right, desperate for a solution.
The worst thing a call center agent can do is panic because it will only induce more panic in the customer if they’re already in a state of distress. Proving that you are calm in even the worst of scenarios will be a major boost in employers’ eyes.
How to Improve This Skill
- Be confident. Remember that you are the expert, and the customer is looking to you for guidance.
- Allow the customer to vent. Letting an angry caller get their frustration out at the onset of the call allows you to calmly solve their issue and signals to them that you are listening.
Pro tip: Avoid just mentioning “I can stay calm in emergencies” in your resume. Instead, provide a specific example of when you had to work under pressure. Then, describe your actions and the results.
8. Persuasive Selling
A big part of working on the frontlines is directly selling products or services to customers. You will be the voice that customers hear, and what you say matters.
Thus, companies want to hire call center agents who can sway prospects toward making purchases or buying upgrades that serve customers and make their lives better..
To be clear, I’m not talking about sales in a way that means being deceitful, but if you strongly agree that the products or services will improve your customers’ lives, you should be able to relay that confidently.
How to Improve This Skill
- Know what products would work for a particular customer’s needs or pain points. Get familiar with what problems your products solve so that you can suggest them to customers who could benefit from them.
- Get comfortable hearing the word “no.” Rejection can be intimidating, but you should just look at sales as another avenue for you to solve problems for the customer.
Pro tip: Present references (letters of recommendation) from former employers emphasizing your persuasion skills.
Call Center Resume Tips
Whether this is your first time making a call center resume or you’ve made a few, it can become an overwhelming process. I have outlined a few of my top tips you can use when you make your resume.
Match keywords on job descriptions.
It can be tricky to predict what kind of skills or information a call center may require since every company has their own processes and needs, so I recommend looking up call center jobs through LinkedIn, Indeed, or Glassdoor and take note of the job descriptions.
What kind of skills do they require from their candidates?
What does working for this company’s call center look like?
A call center may require you to be skilled in job-specific software like a VoIP program that lets you make calls faster than a traditional phone or a CRM that you can use to pull up customer information.
If you have the skills the job requires, you can put them in your resume, and if you don’t, then that’s something you can work on during your job search and then add to your resume. You can gain an incredible amount of valuable information by simply going through the job description.
Make your resume easy to skim.
One mistake I see a lot of candidates make in their resumes is using walls of text. It’s understandable to want to include as much information about yourself as possible in a resume, but always make it easy for the hiring team to read. Here are a few tips:
- Include headings and subheadings.
- Use, at a maximum, two fonts.
- Make sure your font size is no smaller than 10 pt because you don’t want the hiring team struggling to read your fine print.
- Use specific but concise language to get your point across, without making your resume a long read.
Remember, hiring teams go through hundreds of applications, and you don’t want to be out of the running simply because no one wants to sit through reading a novel of a resume.
Make text reader-friendly.
Earlier I showed you some great visual resume templates like the Creative Resume Template that have the potential to wow the hiring team.
There’s a caveat. When creating graphic-heavy resumes, consider using them in conjunction with a more traditional text-based resume.
A graphic resume is better suited to hand in person or include as an attachment in an application because a large number of companies use automated resume screeners before the resume ever makes it in front of a real person.
Save in the correct format.
Once you’re done with your call center resume, you’ll want to make sure you save it in the right format. Depending on the call center hiring team’s portal, you might be able to submit a .doc file or even a .jpg, but for the most part, you’ll end up saving your resume in a .pdf format.
The great thing about a .pdf file is that the text can easily be detected by text-reading software and is typically a small file size, which is great if you have to send your resume over by email. What’s more, it protects any of your formatting (compared with a .doc file).
Use AI.
There is some controversy around the use of AI in a professional setting because of the argument that it’s being done for you rather than by you. However, I think AI is a great direction when you’re in the starting phase of your resume creation.
I want you to consider AI as an additional tool in your belt rather than a lazy shortcut. Even when you use AI, you still have to do the work to tailor the resume to your skills and experience.
Here are a couple of ways AI can be a great asset when making your call center resume:
Use an AI resume builder like Rezi.
Earlier, I showed you a resume that was built with Rezi. The team at Rezi studied application trackers and how they interacted with candidate resumes to deliver a platform that helps people start on the right foot.
Use AI-driven proofreading platforms.
I like Grammarly and Hemmingway to make sure your spelling, grammar, and tone are error-free. These tools can come in handy during the creation of your call center resume, and afterwards to make sure everything is as it should be. You don’t want to lose a job opportunity over any mistakes that could take seconds to fix.
Create Your Resume With Confidence
Now that you’ve got a game plan, it’s time to put in the work. Crafting a strong resume highlighting your relevant skills and experience can help you stand out from the competition and increase your chances of landing your desired position.
Consider using the templates and examples above as a starting point, or create a unique resume that reflects your personal experience. I’ve shared examples of complete resumes and the sections and keywords you want to include. Remember, if you aren’t sure exactly what should go in the skills section of your resume, I recommend you look up the job description for each job and tailor your resume appropriately. It really does make a difference to an employer since they see you cared enough to do your research.
As I mentioned earlier, using AI as a tool can greatly assist in starting off your resume or in the final stages of proofreading. Whichever direction you choose to go in, it never hurts to have an additional tool in your resume-building belt.
Editor's note: This post was originally published in October 2019 and has been updated for comprehensiveness.
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