Call Centre CV Example

A stronger, more engaging call centre CV gives you the best chance of success. It can help you pass the ATS CV screening stage and impress the recruiter or hiring manager, increasing your prospects of reaching the interview stage. We’ll now go through the key sections of a CV and explain how to write them strategically.

Key sections of a call centre CV

Your strategy for writing a call centre CV will depend heavily on your experience, your level of seniority and the requirements listed in the job description.

However, at any stage of your career, a call centre CV serves as a professional biography that must clearly illustrate your career trajectory. To help you tell that story effectively, we will now break down the document piece-by-piece, starting with your contact header and moving through the key pieces of your professional path.

CV Header

At the top of your call centre CV, add a header that establishes the design language of the document. Include the necessary contact information: your full name, email address, phone number and location. It's not typically necessary to include your full address. Additionally, including your LinkedIn profile as a URL can be useful, as it will help the reader to quickly and easily access further information about your career and credentials.

For jobs in the UK, a personal photo is usually not required on your CV. That, along with any other personal details such as age, gender, ethnicity and nationality, are generally discouraged under the terms of the Equality Act 2010, which aims to reduce and eliminate discriminatory practices, such as recruitment bias.

CV Objective

The first section below your CV header is typically your CV summary. This short paragraph outlines some of your key skills, achievements and experience, so employers can quickly get an impression of whether you have the right credentials for the call centre employee job. The CV objective provides an alternative to the standard CV summary. While the CV summary focuses on your skills and achievements through your work experience, a CV objective highlights your ambitions and plans for the future, including how the role fits with these. This makes it ideal for junior candidates.

Whether you choose to write a summary or an objective, aim for a length of two or three sentences, introducing your key skills, unique qualities and key achievements or ambitions, making sure they reflect what's included in the job description.

The most effective way to approach a CV summary is to focus on one or two key skills that reflect the requirements of the job description and show how you've used them to create positive outcomes for previous employers. You'll also want to showcase your unique personal strengths, and touch on how they've contributed to your career progression up to now. Below you'll find a good example of how to write an effective call centre CV summary. The example shows quantifiable achievements and well-structured sentences.

Above is an example of CV summary that doesn't follow best practice, with some subtle shortcomings and failings. Common mistakes that lead to an ineffective summary include a lack of quantifiable experience, vague statements or failing to tailor your summary to the job description. Long, rambling sentences that lack structure can also make your summary harder to read.

Work Experience

Work experience is usually the most important section of any CV. Employers will be looking for evidence of how you've developed relevant skills in your career to date, and how you've used them to positive effect in previous roles. Always tailor this section of your CV, focusing on keywords and phrases that match the job description, so employers can assess how you might put the same skills and qualities to good use in the future.

This section should contain a list of your most relevant previous jobs in the last 10 or 15 years. Add the job title, the name of the employer, its location and your dates of employment. Include detail in bullet points, outlining the skills you used in the role and the impact they made.

The difference between an average CV work experience section and an outstanding one is the use of action verbs and quantifiable evidence. You'll want to show how your actions led to measurable positive outcomes for employers, and indicate a progression in your skills throughout your career. See below for an example of how to put the work experience section best practice into action:

Above you can see an example of what not to do with your call centre CV work experience section. The work experience section could fail to make an impression if it's too generic, focuses on older or irrelevant roles or lacks tailoring to the job description. It's also important to avoid focusing too much on responsibilities that don't tell the reader anything of the value you added to the role.

Skills

The skills section of a call centre CV provides space for showcasing the key skills and qualities that set you apart as a candidate. You'll want to only include the most relevant skills, so review the job description and list hard and soft skills that match the requirements, while reserving some space to mention your own unique characteristics. In a call centre CV, focus on the most relevant and essential skills in your skills portfolio, such as empathy and multilingual communication support capabilities, to show you're qualified for the call centre employee position and to put you in a strong position to progress.

Hard Skills

Hard skills and technical skills are specialist skills that are essential for carrying out the main responsibilities of the role. You might acquire hard skills through study, or through on-the-job training, and some hard skills may require a certification or licence. For call centre employee roles, key hard skills you've gained, such as crm software proficiency, and typing speed 60 WPM, are typically among the most critical for the job. Check the skills specified in the job description, and add four or five key hard skills to your CV that show employers you're capable of completing the key duties of the role.

You'll want to include a list of hard skills that closely matches the skills listed as 'essential' or 'desirable' in the job description, while also reflecting your own strongest technical skills.

Below, you can find the types of skills typically featured in the hard skills section of a call centre CV:

Soft Skills

Soft skills are the personal strengths and qualities that show employers how well you'll fit into the role and complement other members of the team. Soft skills tend to be more transferable and applicable to different roles than hard and technical skills. The world of work is evolving at a rapid pace, changing the types of hard skills required for many roles, and therefore rendering soft and transferable skills more valuable than ever. Soft skills are also extremely valuable for junior and entry-level roles, where candidates aren't necessarily expected to have a wealth of relevant work experience.

Similar to your hard skills section, it's best to first review the job description to know which soft skills to focus on in your call centre CV. You'll want to include a combination of soft skills that you can provide evidence for throughout your CV. Your soft skills list should reflect the job description as closely as possible, while also reflecting your strongest, unique talents and personal qualities. Aim for a list of around five key skills.

Here are typical soft skills candidates include in a call centre CV.

Education

Your education section is the chance to list your most recent and highest qualifications, and anything that's relevant or required for the role.

For careers as a call centre employee, you don't generally need a specific degree. However, it can still be useful to include relevant certifications, training or formal qualifications in your CV's education section, even if these aren't requested by the employer. These could include Telephone Techniques Mastery Course, or any training that shows your skills development in multilingual communication support capabilities or crm software proficiency.

When adding your qualifications to your education section, choose the highest relevant qualifications, and list them in reverse-chronological order, starting with your most recent. Add the name and level of the award, the institution, its location and your dates of study or graduation. If you have space or if you particularly want to emphasise your qualifications, you could add one or two bullet points under each entry, highlighting specialist areas of study, projects you worked on, awards you won or societies you were a member of.

You might also wish to add specialist qualifications, certifications or licences that are required for the role. If you add any of these, include the expiry date, if the qualification requires renewal in the future.

Certifications, Training and Licences

If you've invested your time and resources into gaining extra qualifications beyond the minimum requirements for the role, you could highlight these in a certifications section. It can be a valuable way of differentiating yourself from other candidates and showing employers your dedication, motivation and commitment to professional development. Furthermore, a certifications section is particularly valuable if you're applying for a role that sets out required certifications or licences in the job description. These might include technical roles that require the use of specialist software or equipment.

Take a look at this list of example certifications and licences for call centre employee candidates:

Languages

If you speak a foreign language, it can be beneficial to include a languages section on your call centre CV. Whether languages are a requirement of the job description or not, if your CV lists additional languages, this typically reflects well on you as a candidate. Under this section, list any foreign languages you speak to a professional standard, with an indicator of your competency level for each.

There are several ways to cite your proficiency in foreign languages. Firstly, you could use a simple descriptive word to indicate your abilities, such as:

• English: Fluent
• Spanish: Intermediate

You could adopt the Common European Framework of Reference (CEFR), as this provides standardised levels to describe your competence, as follows:

• A1: Beginner
• A2: Elementary
• B1: Intermediate
• B2: Upper intermediate
• C1: Advanced
• C2: Proficiency

Additional Sections

Including optional sections in addition to the core elements of your call centre CV can help you provide further evidence of your suitability for the role. If you're struggling to show all the necessary skills for the job through your work experience or other core sections, optional sections can give your CV the boost it needs to progress you to the interview stage. This could be particularly helpful for entry-level candidates or career changers.

You’ll find more in-depth guidance on structuring your CV in our career resources, designed to help you present your skills as effectively as possible.

Hobbies and Interests

If you have any hobbies and interests that can showcase skills relevant to the job description, it might be worth including them. Additionally, hobbies and interests are an ideal way to show the employers some elements of your personality and interests beyond work, which can set you apart from other candidates. However, only mention hobbies and interests that are relevant to the role, and that help you prove skills that you haven't been able to show in your work experience or other CV sections.

Voluntary Work

Another valuable optional section for your CV is volunteering. This section can offer a great alternative showcase for your skills and experience, if you don't have much relevant work experience. Consider adding this section if you have any relevant unpaid experience, either as a junior candidate or a career changer. For this section, use a similar structure to your work experience section.

List your job title or a description of the role, the organisation name, its location and the dates you occupied the role. Use bullet points to show employers how you put your skills to use, and any positive achievements from your time in the role.

References

In the UK, it's not normal for references to be requested as part of a CV, or at the early stages of an application. However, it's worth checking the job advert and being ready to supply them if necessary. If you need to add them to your CV, include two or three references, adding their name, job title, organisation and contact details.

Be sure to ask their permission before you include anyone as a reference in your call centre CV. Alternatively, you could simply add a line to your CV indicating you can provide references when necessary, such as 'references are available upon request'.

Best action verbs for an engaging call centre CV

Adding strong action verbs to the bullet points in your CV's work experience section is a great way to focus on the key skills required for the job, while showing the impact you've made. Start each bullet point with an action word that reflects the job description, so the reader can easily identify your best qualities. Remember, it's essential to evidence any action verbs you add to your work experience. This will help show your achievements and the impact you made in previous roles. Use past tense for action verbs that describe previous roles, and present tense for your current position.

Call centre CV example

Now that we've covered the main sections to include in your call centre CV, we can see how it would all come together in its final form in the example below:

If you're not sure what your one-page, finalised CV design might look like, check out our examples.

Tips for optimising your CV for ATS

Applicant tracking systems (ATS) are becoming more and more integral to the recruitment process for many employers. These systems ease the burden of the recruitment process by performing various tasks, including scanning and ranking CVs based on their likely fit to the job description. By taking on this task, the systems can save hiring managers the time and effort of reviewing every CV in detail. With vacancies regularly receiving hundreds of applications, this can increase the efficiency of the recruitment process.

With ATS apps becoming more prominent, it's essential for candidates to optimise their CVs to increase their chances of passing the initial screening stage. You can read a list of the top tips for ATS optimisation below:

• Include keywords and phrases from the job description that are easy for ATS apps to identify, and help make you appear a strong fit for the role.
• Use standard CV headings that clearly identify each section, such as 'work experience', 'education' and 'skills'.
• Opt for a simple CV layout with consistent formatting, avoiding any special design elements that could make your CV harder for ATS apps to scan.
• Select a font that increases the readability of your CV, such as popular serif and sans serif fonts, between the sizes of 10 and 12 for main text and 14 and 16 for headings.
• Use bullet points rather than writing long, full sentences, as this will make your CV easier to scan and parse, and help your keywords and phrases to stand out.

You might feel there are a lot of things to remember when writing an ATS-compatible CV, but with just a few small tweaks, you can ensure yours passes this stage. Use one of our expert-designed, ATS-compatible CV templates to avoid the stress of adapting your CV for ATS screening.

Key takeaways for a successful call centre CV

To make a strong first impression on hiring managers, tailor your CV for every application, adding keywords and phrases that match the job description. Select a suitable CV format that reflects your experience level, and focus on highlighting your key skills, and demonstrating how you've put them to good use to achieve positive outcomes in your career to date.

Finally, using a clean, professional CV template like those offered by Jobseeker, can help your CV stand out among its competitors and give you the best chance of success with your applications.

Citations:

1. JobHelp (UK Department for Work & Pensions campaign), No work experience? Focus on what you do have
2. Jobseeker, HR Insights