Ecc Section Manager
CurrentDirected a team of 10-15 leaders overseeing 150 Contact Center associates across multiple locations. Skillfully fostered and sustained positive and fruitful relationships both within the organization and with external stakeholders, showcasing exceptional relationship management abilities.Provided strategic leadership for the Enterprise Contact Center function that included the planning and implementation of customer call center strategies and operations. Oversaw the administration of policies and procedures, developed and interpreted policies, and ensured alignment of activities with company goals. Analyzed business results and served as a liaison with other levels of leadership, both internally and externally.Utilized data-driven insights to facilitate operational improvements, enhance the customer experience, and optimize employee performance within the contact center. Monitored and analyzed relevant metrics to gain valuable insights into call center operations and spearheaded initiatives aimed at enhancing the quality, efficiency, and effectiveness of contact center operations. Successfully facilitated necessary activities to drive overall performance improvement.Advanced a culture of accountability and continuous improvement to promote exceptional customer service and implemented best practices that increased productivity.Improved employee engagement by fostering a supportive and inclusive work environment where employees were valued, respected, and recognized for their contributions. Encouraged teamwork, collaboration, and open communication.
