Accomplished in improving caller satisfaction, increasing quality and reducing call times with hands-on leadership of call center employees. Evaluates staff performance against forecasted trends and makes proactive adjustments to policies and procedures.
Results-driven Call Center Manager focused on developing and leading exceptional call center teams. Motivational leader with a strong record of success in the field.
· Use workforce management software and contact volume history to help manage intra-day staffing levels and to determine the most effective methods for staffing adjustments
· Utilize systems to observe actual state compared to scheduled state
5s Certified from GBMP in process improvement
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