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1
call center manager
- Instrumental in the consolidation of two call centers by providing needed statistics, creating schedules, merging policies, conferring with telecommunication department to ensure all phone lines are transferred properly.
- Communicated with upper management at both properties as well as Corporate to ensure timeline and needed actions were followed.
- Oversee the daily operations of a multi-property, 50+ team member call center exceeding 2,500 incoming calls per day.
- Promote an environment of exceeding guest expectations by advocating for consistent training, call coaching and leading by example.
- Direct, plan, and implement policies, objectives, or procedures to ensure continuing operations, maximize service levels, and enhance overall guest experience by working with all levels within the organization.
- Create call reports, queries, and solicit information related to incoming calls, reservation conversion and lost calls to review and identify areas needed for improvement.
- Attend and participate in property and company meetings as a representative and advocate of the department.
2
call center manager
- Manage two sites, with a team of over 180 employees
- Ensure adherence to required contract performance standards, deadlines, and proper procedures
- Hiring manager responsible for assisting with recruiting, interviewing and selecting employees based on staffing plans
- I9 Verifier
- Payroll processor for the TxDOT business unit
- Review reports pertaining to the Service Level Agreement and Key Performance Indicators
- Consistently provides support to staff as a mentor to allow for continual self-growth and assist in establishing goals
3
call center manager
- Achieved record of keeping the service level performancefixed at 98% for 1 year.
- Worked on project strategies & development.
- Managed 2 supervisors, 15 call agents and 2 admin staff.
- Completed conversions of all contract employees to permanent employees in approximately 2 weeks
4
call center manager
- Answered representative’s questions, guided them through difficult calls or issues;
- Leaded team meetings;
- Prepared reports and analyzed call center data to improve processes;
- Assisted other management team members in identifying trends and establishing call center goals.
5
call center manager
- Managed team of 15-30 inbound customer service agents.
- Resolve internal complaints through conducting coaching sessions with customer service agents.
- Supervise the work of customer service employees to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems. questions regarding policies and procedures.
- Evaluate employees’ job performance and conformance to regulations and recommend appropriate personnel action.
- Handled escalated calls with members.
- Participated in bi-weekly client conference calls to go over team metrics and call handling.
- Assisted in First Call Resolution Pilot and implementing new process to assist in resolving claim issues in first call.
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