Call Centre Manager Cover Letter Template

Dear Hiring Manager, I recently led a team of 28 agents through a period of change at [Previous Company], mapping out new escalation procedures and slashing average handling time by 12 seconds while keeping call quality steady. I’m not chasing a bells-and-whistles rewrite, just a clear path to safer, more reliable service for customers and stable workloads for staff. I’ve found that steady governance and practical coaching make the biggest difference in daily operations. In this role I’d focus on customer relations policy and ongoing team development. I’ve kept an eye on service levels, mentored team leaders, and worked with QA to ensure coaching is concrete and actionable. I’m comfortable with workforce planning, recruitment input, and designing after-sales touchpoints that genuinely boost satisfaction without adding friction. I value clear goals, simple tools, and timely feedback to drive performance. There was a time when a spike in first contact resolution drifted for two weeks. I reviewed the scripts, retrained the floor on fault diagnosis, and implemented a short follow-up cadence with a checklist for post-call actions. Within a month, FCR improved significantly and customer follow-ups were consistently completed. It was a practical reminder that small process tweaks can stabilise a busy centre without increasing headcount. I’m available for a discussion about how my background at [Previous Company] can align with your needs at [Company Name]. I can start with a short review of current procedures and a plan for the first 90 days. Please let me know a good time to chat. Kind regards, [Your Name]