Accomplished Director of Workforce Management. Call center professional with solid resource management experience in high call volume environments with more than 30 years experience. Focused and articulate with excellent communication and analytical skills coupled with demonstrated ability to motivate employees and deliver key performance targets.
Operations / Cost Control Management:
Provide all resource management functions for Verizon Technical Support Call Centers, enabling delivery of superior customer experience by achieving targeted service level and answer speed objectives.
Supporting 6,900 agents an more than 200 management employees in 42 center sites both on and off shore. Extensive experience preparing and presenting executive level reports and analysis.
Responsible for force management in the Copper Technical Support organization in the Eastern United States. Responsible for forecasts, schedules and staffing, overtime budgets and compliance to labor contracts. Absence administration - Oversee 7 Absence Administrators and interact with Workers Comp, Short Term disability and other Absence offices to investigate long term and/or frequent absence cases.
•Scope: Copper Technical Support organization was comprised of 3 call receipt teams located in 15 centers with 1,100 employees. .
Responsible for coaching and developing 25 call center front line employees to provide excellent customer experience and achieve or exceed all performance metrics
Responsible for running monthly bills and responding to billing inquiries for Bell Atlantic Audiotex and Videotex services - a precursor to the internet.
Manage a customer base that consists of both prospective and existing customers. Answer inbound calls to assist with customer accounts, up-sell and cross-sell various products and services, and increase revenue and strategic product sales. Manage inbound and outbound calls related to collections of overdue account balances.
Respond to inbound calls related to service issues associated with copper telephone line. Gather information accurately and swiftly from customers while treating them with the highest level of respect. Test line and determine best remedy to ensure first call resolution.
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