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Director of Call Center Operations Resume Example

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DIRECTOR OF CALL CENTER OPERATIONS
Professional Summary

Effective leader with more than thirty years of management experience contributing to client retention, associate satisfaction and exceeding company expectations. Skilled in identifying and targeting individual needs, recommending service improvements and developing customized quality and training programs. Adept at working collaboratively with different levels of executive leadership. Proven history of success within call center environments, continuously surpassing goals while complying with company standards, visions and missions.

Skills
  • Staff Management
  • Performance improvement
  • Client communication
  • Customer service optimization
  • Problem-solving skills
  • Complaint resolution
  • Documentation and reporting
  • Strategic Planning
  • Budgeting
Work History
Director of Call Center Operations, 03/2009 to Current
Company Name – City, State
  • Continually maintain and improve company's reputation and positive image in markets served within the DMV area due to providing a timely and superior customer experience
  • Reduce downtime to support increased productivity per hour and quality control
  • With > 3 million subscriber base, service customers for both telephonic and written inquiries by answering calls, responding to benefit and claims questions and membership eligibility concerns for individual and group members
  • Responsible for ensuring company policies and scripts consistently achieve call-time and quality standards for both internal and mandated requirements, inclusive of NCQA, Executive Inquiries and Corporate Escalations
  • Consistently maintained 90% associate participation and 84% customer service satisfaction ratings through quality control and performance measurements
  • Provide weekly and Ad-Hoc executive level statistics and performance reports to provide information on areas of improvement and impacts for members
  • Oversight to review quality and training opportunities that enhance associate relationship management and further boost satisfaction scores
  • Preserve revenue streams by identifying root cause of member impacting issues and utilizing strong communication and negotiation skills
  • Engaged in continuous learning and development opportunities for the leadership and associate teams to promote continued performance improvement
Director of Workforce Optimization, 11/2004 to 02/2009
Company Name – City, State
  • Maintained continuous metrics, optimizing and enhancing service operations based on historical and current trend data.
  • Collected and analyzed telephone metrics such as calls, handle time, adherence, response time in service level and ASA
  • Maximized strategic approaches by focusing on performance agreement metrics and potential fines from business partners
  • Identified appropriate KPIs and staffing requirements to meet expectations for more than 20 queues
  • Produced annual and quarterly reports outlining progress against KPI objectives.
  • Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
  • Led projects and analyzed data to identify opportunities for improvement.
Manager of WFM and Call Center Operations, 01/1996 to 10/2004
Company Name – City, State
  • Managed >150 call center representatives accountable for the service of cable subscribers in the Northern New Jersey area by answering questions, responding to service issues and and handling payment requests. This included phone and lobby services
  • Accountable for retention of customers by completing cross sales to suggest additional service or product purchases and inquire about needs or concerns.
  • Achieved and consistently exceeded revenue quota through product and service promotions during routine service calls.
  • Determined quality assurance benchmarks and set standards for improvement.
  • Developed quality employees within call center to take over leadership positions which resulted in Lead and Supervisor promotions for more than 15 management associates
  • Defined strategies and created plans to achieve ambitious operational objectives with established resources and budget requirements
Education
Bachelor of Arts: Economics, 10/1988
Columbia University In The City Of New York - City, State
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Resume Overview

School Attended

  • Columbia University In The City Of New York

Job Titles Held:

  • Director of Call Center Operations
  • Director of Workforce Optimization
  • Manager of WFM and Call Center Operations

Degrees

  • Bachelor of Arts : Economics , 10/1988

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