Vice President
CurrentOversees the planning and implementation of the contact center strategies and operations, improving systems, processes, and managing staff; and participates in the operational and strategic management, effectiveness, and efficiencies of all remote delivery channels. Focuses on meeting and exceeding member service and productivity expectations including telephone service levels. Maintains an atmosphere of innovative and continuous improvement, focused on building efficient processes, optimizing staffing models and streamlining workflows. Establishes a sound program of employee development to improve performance and maintains a highly motivated and service driven staff.