Goal-oriented, self-motivated, and enthusiastic professional with proven track record of effectiveness in working efficiently and identifying development opportunities within challenging and changing situations.
Efficient at utilizing first-rate operations management and customer service skills; along with staff training, resource allocation, human resources, problem resolution, and process improvement abilities. Equipped with unparalleled dedication in leveraging lead-by-example approach to drive companies toward significant growth and advancement. Skilled at utilizing exceptional relationship-building skills in collaborating with diverse levels of individuals and establishing partnerships with internal and external business partners. Proficient with Microsoft Office Suite, Adobe Creative Suite, Crystal Reports, Time & Attendance Client, Microsoft Access, Microsoft Dynamics CRM, AX Dynamics, and UltiPro.
Oversee daily call center operations, including all call center leads and agents.
Closely monitor daily call volume and team productivity to ensure quality, maintain service levels (SVLs), and compliance with all policies and procedures.
Provide authorization to time-off request, while arranging and coordinating staff schedules.
Execute disciplinary actions to staff with poor attendance, as well as those who are not complying with call center procedures.
Facilitate individual coaching sessions for performance improvement opportunities on customer satisfaction, communication skills, and technical abilities; as well as escalation from representatives to meet daily targets.
Prepare daily work schedules to ensure proper phone coverage and apply modifications as necessary.
Work closely with other departments and management to provide resolution to customer’s complaints through email or phone.