DIRECTOR OF CALL CENTER OPERATIONS Resume Example

Visionary operations leader with solid experience managing all levels of multiple business programs, including planning, budgeting, development and administration. Strong call center operations and information technology leadership experience. In-depth knowledge of strategic planning and business unit development. Unique combination of seasoned leadership and technical know-how. Proven track record building highly effective performance-based teams focused on adding value to the customer. History of fostering strong, trust-based relationships with staff, peers, upper management, vendors and partners.

Acquired, developed, motivated and retained high-caliber business managers and top-tier staff. A seasoned leader, with more than 15 years in call center operations and information technology management and more than 8 years managing large contact centers (300+ and 600+ customer service agents). Organized and engaged staff to deliver performance objectives and provide exceptional customer service. Experienced change agent, building strong relationships at all levels of the organization to move the culture forward in a changing business climate. Solid operations experience directing the processing of Medicaid and Affordable Health Care Act applications. Focus organizational objectives on the customer in line with company mission. Generated and executed business and financial plans in response to business strategies. Established key metrics, measures and controls to achieve business and performance objectives. Analyzed performance data, benchmarking with all business partners to rework processes for success. Establishes a climate that results in exceptional customer service. Committed to continuous process improvements to achieve objectives, quality management. Builds strong relationships with upper management, peers, vendors and staff to influence success and continuously improve performance. Strong, independent decision-making ability and negotiation skills.