Business Performance ~ Call Routing Strategy ~ Workforce Planning
A high-energy, goal oriented management executive with more than 15 years of experience in a multi-site contact center with more than seven of those years in a workforce management capacity. Experienced in solving the most complicated operational issues in today’s multi-faceted call center environment including: scheduling, hiring, training, oversight of key performance indicators, reporting, management of call center software, call routing strategies, QA monitoring, agent development and mentoring, and customer satisfaction surveys. Adept at leading and motivating large teams while encouraging a positive, problem-solving approach to customer service.
CORE COMPETENCIES INCLUDE:
* Analysis / Strategic Planning * Multiple Team Management* Productivity / Performance Metrics
* Call Routing Strategies
* Process / Change Management* Intraday Operations
* Call Routing Technology
* First-Class Customer Service Skills* Team Building / Leadership * Forecasting / Staff Planning* Service Level Agreements* Multi-Million Dollar Budget Management