A good resume stands between your dream job and rejection. The difference between a good resume and a mediocre one is that of structure, keyword use, skill sets, references, and more.
Writing a call center resume is no exception. You must include the relevant qualifications, skills, and experiences that align with the job requirements.
Read our guide on best practices for writing call center resumes, what skills and objectives to include in your resume, and the industry-best call center resume examples to stand out.
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Here’s what we’ll cover in this guide:
- What is a call center resume?
- Call Center Resume Examples & Templates
- Customer Service Resume Summary
- Call Center Resume Objective
- Call Center Resume Skills
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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.
Just like any resume, make sure you include the following sections when on the hunt for your next call center gig:
- 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, we'll discuss more specific templates you can leverage based on your skill set and the open role.
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
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: I like the bold title, “Bilingual Customer Service Representative,” which is impossible to miss. Having a strong title that outlines 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 we like: We like that 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.
3. Call Center Resume for Interns
As an intern, you probably have very little direct experience in the field. cHowever, 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 we like: This resume template also stands out for its simple layout and clear fonts. The name and different headers are highlighted in red, while the other texts are black. Make sure to address the responsibilities in bullet points.
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 we like: The candidate leverages his transferrable skills and calls out specifically how they connect to the call center position. Instead of letting a lack of industry experience be a setback, William turns that into an asset.
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 we like: The subheading bolds the adjective “Energetic” to define the standout quality of a customer service representative. The candidate leverages the certification section and passions to align with the job requirements.
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 we like: I like that this resume template boasts all the responsibilities that the 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 we 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.
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 adjectives that recruiters seek in a supervisor. For instance, words like supervised, monitored, compiled, processed, and administered highlight the role of call center supervisor.
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. Remember to stick to the relevancy and the skills asked for in the job role.
Your resume should confidently list all the responsibilities that the recruiter is looking for. These should necessarily include conducting meetings with stakeholders, planning goals and objectives, managing the call center team, mentoring newly hired employees, and identifying key performance metrics.
What we like: 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 it more discoverable if recruiters are using applicant tracking systems to filter candidates.
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 we 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.
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.
What we 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.
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 we like: I like how the candidate uses bullet points to dive into her hard and soft skills that demonstrate why she stands out for this position. The skimmed 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 we like: This resume will show employers that you can easily find creative solutions that may be more difficult for the average person to conceptualize.
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.
We’ll get into each of these below.
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Call Center Resume Summary
Whether you're seeking an entry-level or executive position, including a concise summary at the beginning of your resume is crucial.
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, include 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.
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.
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 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.
“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.”
12 Free Customizable Resume Templates
Fill out this form to access your free professionally-designed templates, available on:
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Microsoft Word
-
Google Docs
-
Microsoft PowerPoint
-
Google Slides
Call Center Resume Objective
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. 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.
“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.
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 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.
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.
“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.
In addition, it’ll show 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, it’s imperative to 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 stating 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%.
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.
12 Free Customizable Resume Templates
Fill out this form to access your free professionally-designed templates, available on:
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Microsoft Word
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Google Docs
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Microsoft PowerPoint
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Google Slides
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.
How to Improve This Skill
- Get comfortable with recording thorough notes in your CRM or ticketing systems.
- 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.
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.
The worst thing a call center agent can do is panic. 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.
They don’t want someone 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.
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.
Editor's note: This post was originally published in October 2019 and has been updated for comprehensiveness.
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