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Call Center Management Job Cost Overview

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Upwork Call Center Management Jobs Completed Quarterly

On average, 14 Call Center Management projects are completed every quarter on Upwork.


Time to Complete Upwork Call Center Management Jobs

Time needed to complete a Call Center Management project on Upwork.

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Call Center Management Upwork freelancers typically receive a client rating of 4.50.

Last updated: October 1, 2015

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Froi D.

Froi D.

oDesk Corporation

Philippines - Tests: 4

I have been with the Business Process Outsourcing sector since 2004. I was part of several customer service and technical support campaigns including a US-based pioneer in computer products and services and later on, a leading Internet Service Provider. I literally rose from the ranks as I had started as a Frontline Technical Support Engineer then to a Resolutions Specialist (floor walker), Frontline Operations Team Leader, Escalations Team Leader and then last but not the least as a Senior Team Leader/Operations Manager. I am well versed in the English language and a workhorse in terms of customer satisfaction, leadership and discipline. I am also self-reliant, very keen to details, a great team player and can easily find ways to motivate myself and my co-workers. Academically speaking, I was a graduate of the University of Santo Tomas in the Philippines with a degree of Bachelor of Science in Electronics and Communications Engineering. I took my oath as a full-pledged Engineer the succeeding year after my graduation and had my first hand experiences in regards to project management right after.

$10.00 /hr
14,784 hours

Cesar Melendez

Cesar Melendez

Technical Resolution Expert & Process Lead

El Salvador - Tests: 9 - Portfolio: 4

My Experience began on 2003 by providing Technical Support for Microsoft's Internet Service (MSN). It was a great jump start to my technical career by providing high quality technical support and great customer service to U.S. Customers. In 2005 I had the opportunity to begin working for Dell Computer's - Technical Support. I've been an Resolution Specialist from 2005 up to June 2012 managing the technical aspect of the teams and providing support to the agents that take calls. I am CompTIA A+ Certified - Remote Support Technician (COMP001006357057). Developed various Web-based Tools utilized by Dell Technicians for the departments I've worked on. My duties as a Resolution Specialists range from Technical Knowledge on the Software and Hardware end. Troubleshooting know-how, Knowledge on dispatching & shipping parts through FedEx, USPS, Unisys, Bantec & Qualexserv, Call auditing & quality assurance, Trained on irate caller deescalation process. An experience I think that has great value is being Manager on Duty on the department's (SMB - Small & Medium Business) floor. Which meant that my duty was to manage all the calls coming in to our group and make sure the process would meet all the goals set by Dell's Global CCO (Call Forecast Dept.). This were I learned the call center aspect of the job such as metrics like AHT (Average Handle Time), ORR (Offer Run Rate), Measuring Inbound calls vs Intervals. Staffing vs Breaks & Lunches. From June up to know I have been working on the Process Engineering department as a Process analyst providing various reports on Call Handling, Staffing, RDR (Repeat Dispatch Rate) Metric. Have Advanced Excel & Intermediate MS Access skills. On the relationship & teamwork side of my work experience. I’ve been able to succeed with my teams by establishing great relationships with my teammates and this way, drive to influence them in a positive way, so they can visualize a goal in a manner they can reach and exceed the business’s expectations. My main focus has been to learn as much of the business and understand the best way at approaching the role I’ve had the opportunity of undertaking. Also, I’ve taken the task at analyzing and determine the most efficient path to reach the goals on the teams I have been a part of, and have definitely been successful at making the teams reach top spots in group rankings.

$11.11 /hr
1,108 hours

Boyke K.

Boyke K.

Service, Communication, Sales Behavior Consultant and Analyst

Indonesia - Tests: 5 - Portfolio: 1

Social Entrepreneur, Emotional Healer, Service Excellence Trainer, Life Coach, Graphologist, Military Historian. Having 17 years of experience in the field of Service Industry, Training, Consulting Firm and Social Entrepreneur. By combining my Educational Background, Skill and my Certifications Expertise. I am positively sure and pretty much confidence that will be beneficial for those who need me. My work experience ranging from pay TV company for 8 years (Trainer for the direct sales, telemarketers, sales promotion girls, sales promotion boys), Property Mecca (Sales and marketing), NGOs (Senior Training Specialist) ,Vendor Training (Trainer), Management Consultant, all together total approximately for 17 years For sharpening my expertise I often attend several and various certifications training such as NLP practitioner, Diploma Certified Graphology, Certified Hypnotherapist, Certified Hypnosis, Certified DISC, Certified EFT, Spiritual Quantum Touch, Life Coach certification, Registered Fundraiser Program, Workshops, Seminars, Vocational education and Professional course such as Operation orientation (Impac University Florida), ESQ, Train for the Trainer, Leadership Assessment using MBTI, Marketing Management, Social Entrepreneur (Social Entrepreneur Academy Dompet Dhuafa) which will be beneficial for my future career.

$80.00 /hr
0 hours

Gabriella Sabato

Gabriella Sabato

Italian, Spanish and English Speaker

Netherlands - Tests: 4

I am Italian native speaker with fluent English and an excellent level of Spanish. Available from translations: - English to Italian - English to Spanish - Italian to Spanish - Spanish to Italian

$11.11 /hr
0 hours

Charlene B

Charlene B Agency Contractor

Operations manager and Customer service expert

Philippines - Tests: 3

To find a work where I can apply my skills and proficiency. While at home and attending to my family. I have been in the business for more than 5 years. As an executive assistant to a collections agent and I have worked my way through customer care and technical support. Management has been the highlight of my career. I take pride in motivating people and helping customers. This is why I take every job seriously and provide the best assistance that I can.

Groups: Pro Customer Service

Associated with: TRISIS Contact Solutions

100% Job Success
$12.22 /hr
4,051 hours

Genivieve Casabuena

Genivieve Casabuena

Journalist, Proofreader, Editor, Content Writer

Philippines - Tests: 6

I've been engaged in the writing industry for a long period of time. Writing is my best skill, and I'm willing to share this talent that God has given to me. I was an editor-in-chief of our school's official publication and had a lot of articles including editorial writing, news writing, and feature writing. I also worked as a call center agent (inbound and outbound calls) and have a background on how to deal with native English speakers. I have an advanced performance in writing and editing as well as excellent command in English -- written, verbal and by phone. 3,000+ hours rendered mostly on proofreading tasks and still counting.

100% Job Success
$6.67 /hr
3,587 hours

Rhodora G.

Rhodora G.

Report Specialist | SEO | WordPress | OpenCart | Volusion

Philippines - Tests: 12

I have worked in a BPO company which provides customer service for over 6 years as Customer Service Tier2 and Report specialist. I worked directly to the clients for better process improvement, recommendations and have increase the ROI of the company for about 3 years. I have studied search engine optimization(SEO) to help business client get rank their website in Google. I can work with: - SEO back-linking / link building - On-page optimization - Social media - Guest posting or forum posting - Webmaster basic implementation - Google analytic and webmaster integration - Keyword research and competition analysis - SEO consulting

100% Job Success
$5.00 /hr
242 hours

Dennie lester Q.

Dennie lester Q.

Experienced Business Development Manager/Sales Associate/Real EstateVA

Philippines - Tests: 5 - Portfolio: 5

I worked in the call center industry for 8 years before deciding to work from home. I handled and dialed UK, US, and Australian campaigns, both B2B and B2C, engaging in cold calling, upselling, cross selling, and appointment setting. I am looking for opportunities for a Telemarketing, Marketing, or Support role where I can contribute for mutual growth. I was a Business Development Manager for an Australian government grants consultancy firm which specializes in R&D Tax Incentive Scheme for the software and technology industry. I sent proposals to potential business clients through lead generation and then I screened/qualified them. This also entailed discovering and exploring opportunities for the upper management. I worked as an Inside Sales Associate for an Australian company based in Melbourne, assisting in the lead generation and marketing strategies processes. Cold calling was also one of my tasks, closing sales and managing accounts, when needed. I worked as a Personal Virtual Assistant for a real estate firm in the USA, booking appointments and managing captured leads from Commissions Inc and Market Leader. I also worked for four Australian firms, all part time projects, setting up appointments and assisting in their marketing strategies and campaigns (inbound marketing, email marketing, Social media marketing, etc.) to increase sales and market visibility by utilizing platforms/applications such as MailChimp and Pipedrive. I am tasked to handle clients’ email account to send out newsletters, answer emails from customers, etc. I have handled various campaigns marketing different products and services such as solar panels, testing and tagging services, credit cards, subscriptions, charity events, and the likes. Both markets, B2B and B2C, have been assigned to me and I have excelled in both doing cold calling and follow ups. Before I decided to work from home, I last worked for Affinity Advanced Solutions, Incorporated as Consultant and Director for Quality and Process Improvement. I was in charge of the Voice Services department of the company where I was supervising both Inbound and Outbound teams. I was also training Engineers in properly setting up appointments with merchants and clients outside the office. Before that, I had 6 years of experience working in a BPO company, supervising both Inbound and Outbound campaigns dealing with various products/services like telecommunications, cable tv, internet services, appointment setting, charities, fund raising events for foundations, window pane replacement, etc. I moved through departments as Team Supervisor in Operations and in Support, as Quality Assurance Analyst and Sales Verification Supervisor, assisting in the effective management and efficient performance of the floor. As an agent and as a Team Leader, I have always excelled in UK and Australian outbound campaigns. Outbound campaigns were my niche back then, handling cold-calling and appointment setting sales calls, always being included in the Top 5% of every campaign I dialed for or I have handled. I directly led the acquisition and transfer of the Sales Verification department of Charter Communications from TRG Pakistan to TRG Philippines. I have the expertise necessary to efficiently set up a Sales Verification Department which includes developing the process flow amongst the different departments and structuring standard templates and guidelines needed to verify sales for all sites

80% Job Success
$10.50 /hr
879 hours