Bob Mccabe Email & Phone Number

- Lead and manage a diverse team of supervisors, coordinators, trainers, team leaders, specialists and provide training and coaching to facilitate the continuous improvement of the team's capabilities- Manage organizational projects and work with partners to maximize opportunities and drive the Call Center's growth and overall profitability- Monitor the Call Center's operational performance against the plan and implement action plans to fill any gaps- Manage relations with other organizational functions to ensure smooth and efficient operations- Implement continuous improvement processes- Explore telephone sales possibilities while maximizing up-selling and cross-selling opportunities

- Responsible for Aeroplan call center sales and retention while delivering best in class performance- Ensure employees are well coached to offer the best customer service, focus on customer growth, retain existing ones and promote retail & financial partners- Balance between agent and automated services to offers members a choice, high quality solutions and maximize first call resolution- Analyse results, processes and procedures & recommend appropriate changes to achieve goals- Work with other groups to develop opportunities- Support other business units through our customers interactions- Responsible for employee engagement

Montreal, Canada Area

Roles & Responsibilities:• Lead and develop a very large and diversely skilled team of people in the pursuit of excellence• Proven ability to work with senior management team across different sites to implement national changes while minimizing impacts to call center staff• Support the Senior Management team in long-term planning to ensure related technologies, procedures, systems and staffing levels are identified, implemented, and developed• Ensure key performance indicators are reflective of the business (i.e. timeliness of deliverables, accuracy of forecasts, schedule efficiency, etc.)• Accountable for real-time Queue management to secure optimal service levels• Responsible for the overall FTE needs for blended customer contact centers.• Create and manage the National Customer Care budget for 3 call centers and their various departments to ensure business goals are met • Manage business analytics to uncover gaps and make recommendations for process improvement such as call efficiency and it’s correlation to key performance indicators (KPI’s) at all levels• Expertise in leading rapid growth of call centre operations with increasingly complex product set• Skilled in project implementation including new technology, facility expansion and organizational change

 Run effective operations (call centre) on a daily basis, of 12 Managers and 200 specialists in the customer service, internet, email and 2nd level support department Prepare budgets and manage spending Maintain employee satisfaction at a high level in order to reduce attritionOrganize in-service training for Managers to help them develop better skills Participate in implementing new company initiatives. Analyse various reports to ensure budgets are respected 

 Run effective operations (call centre) on a daily basis Prepare budgets and manage spending Maintain employee satisfaction at a high level in order to reduce attrition.