Supervised call center operations for fifteen outbound agents securing customer satisfaction surveys. Adjusted systems and staffing based on load to ensure maximum productivity levels are maintained for timely project delivery. Prepared daily, weekly and monthly reporting specific to the tactical performance of the call center. Ensured the creation of work schedules that effectively met business needs through coordination of shifts and schedules. Recognized and predicted trends and made well-balanced decisions, often under strict time constraints. Analyzed inbound performance and outbound call campaigns to ensure maximum yield and productivity was being met.