Support and QA Manager - Google Contract
-Special Project Management Lead, working with the executives and the client POC's, providing project scope, data compilation, analysis and presentation across several business units and verticals.
-Mentor, Coach and Motivate agents to provide great customer service and solutions for the clients.
-Directs and/or manages all activities associated with Call Center operations, including developing and implementing policies and procedures on systems.
-Establishes and implements performance and service standards.
-Develops and implements process and/or operational improvements to enhance efficiency and
effectiveness of operations.
-Ensures productivity meets or exceeds service and quality standards.
-Develops departmental budget and controls costs.