Bailey Snider Email & Phone Number

United States

Senior Manager, BPO Operations- I Lead and support BPO operations for T-Mobile's messaging line of business.I Manage Spanish and English teams totaling approximately 1,800 full-time employees across multiple sites in India and Latin America.I Proudly lead the #1 sites for T-Mobile chat support in both the Latin America and South Asian regions.I Ensure efficient and effective service delivery, driving performance improvements, and maintaining high standards of customer care.I Drive results and lead all support teams, including:TrainingLeadership developmentWorkforce management (WFM)OperationsI Travel internationally to various sites and work in a hybrid environment, combining in-person and remote work.I Report directly to the Director of Messaging and Specialty and subsequently to the Vice President of Customer Care.

Oklahoma City, Oklahoma, United States

Develop and facilitate leadership development content to people leaders throughout the organization . Consult with senior leadership to provide guidance in their strategy creation and communication.

Oklahoma City, Oklahoma, United States

Managed Training Programs: Led a team of 10 trainers, 10 associate trainers, and one administrative assistant.Oversaw Training Operations: Supervised the training of 40-120 frontline agents, ensuring smooth and effective training processes.Organized and Conducted Training Sessions: Developed and executed training plans to meet organizational goals.Leadership and Team Development: Provided leadership and support to trainers, fostering a collaborative and high-performing training environment.Recruitment and Talent Management: Worked closely with recruiting to identify and hire top talent, ensuring the best fit for the organization.Performance Management: Conducted performance evaluations and managed underperforming staff to maintain high training standards.Achieved Top Performance: Recognized for leading a top-performing training team within T-Mobile.Strategic Training Initiatives: Implemented training strategies that aligned with company objectives and enhanced employee skills and performance.Collaboration with Stakeholders: Partnered with various departments to ensure training programs met business needs and improved overall performance.

Springfield, Missouri, United States

Lead a dynamic team of 53 leaders and experts to provide outstanding customer experiences in the Chicago market. • Owned the engineering partnership for the market and worked cross-functionally with Nashville CEC to develop strategies to resolve customer coverage pain points. • Ranked #1 community in the site in CRT in Q2 2020 and had the lowest site attrition in Q1 of 2021. • Created processes to streamline frontline support through slack channels and acted as a consultant for central region managers on how to maintain positive team culture in the work-from-home environment.

Springfield, Missouri, United States

• Led site in managing incentive programs for 800+ employees with an annual budget of $25k. Built effective strategies that set an all-time site record for frontline bonus payout of $5.7M in 2019. • Built Value Creation Team, a development program that provided 240 experts an opportunity to lead huddles, content and continuing education to drive sales performance resulting in a 297% MoM improvement in Digits adds.

Remote

• Facilitated leadership development content to employee bands from VP and below in all lines of business. • Achieved perfect 5 rating from every solo facilitation completing all sessions with 100% participant satisfaction.

Springfield, Missouri Area