Calvin (Cal) King Email & Phone Number

Minneapolis, Mn

Ashburn, Virginia, Us

BPO Operations Manager - Life Call Centers September 2016-Present Manage various call center functions within Life Insurance BPO and provide Relationship Management support to key insurance company clientsAuthored and implemented comprehensive attendance policy which changed agent behavior and led to SLA achievementDeveloped a Cost and Staffing template for use in bids for capturing new life insurance company clientsProvided SME support and drove the implementation and deployment of the NICE IEX WFM application resulting in automated forecasting, scheduling and real time adherence management across the BPO Life Call Center for use with key clientsPut forth a Performance Management Model to drive behavior, engage and rank Customer Service Representatives and call teams based on selected KPIWrote Business Operations Guides which served as guiding principles for various call center functions including Quality Assurance and Suspected Fraud handling

New York, Ny, Us

Supported contact center application deployments for the global enterprise of 200+ inbound and outbound call centers including voice portal and speech analytics. Developed service improvement strategy, design and implementation processes.Improved voice capability via call deflection and automated dialing efforts. Provided SME support to contact center leaders related to enabling functions, applications and strategic planning. Provided consultation focused on WFM and Performance Management applications and supported WFM tool usage. Served as a subject matter expert in the discovery, analysis and delivery efforts of speech analytics capability. Served as Project Manager for a Sales Quality Compliance/Quality Assurance initiative featuring speech analytics. Acted as Communications Specialist for Global Contact Centers and the Contact Center Technology Enablement Team (CCTE). Designed a brochure featuring the value proposition and services offered by CCTE. Developed and implemented a communication media program, which consisted of writing and production of newsletters and content for the AIG Global Contact Center's intranet site. Contributed to the RFP process of a Knowledge Management vendor; resulted in application deployment in the US, EMEA, LAC and APAC.

New York, Ny, Us

Served in a consultative role which reported directly to the Global Head of Contact Centers - with indirect responsibility for 200+ inbound and outbound call centers (internal and BPOs) and 6,500 CSRs.Authored a comprehensive Quality Reference Guide, which provided a formalized process for administering quality assurance practices for use throughout AIG contact centers. Dimensioned workforce management capability in AIG contact centers: documented approaches, resources, and sized internal and industry best practices.Put forth recommendations towards building a centralized WFM Center Of Excellence (COE) and hired experienced and knowledgable WFM Business Analysts to staff the Manila and North American based WFM COEs. Investigated the QA capability in AIG contact centers and documented internal practices.Shared the benefits of moving towards and implementing speech analytics capability and business driven QA programs. Served as project manager for several speech analytics proof of concept programs.Delivered an "out of the box" QA Practice for an IT Service Desk, including job descriptions, QA forms, implementation/communication plans, coaching, calibration systems and closed feedback loops. Collaborated with a team which developed standardized QA forms and contributed to the development of a QA Playbook utilized by AIG's contact centers. Designed a KPI based agent scoring and ranking scheme for an quarterly incentive program. The model put forth featured selected metrics, gradations for performance thresholds with a weighted point value with the focus on driving continuous improvement and efficiency.

Houston, Texas, Us

Managed VALIC and AIG Annuity's Virtual Client Care Center which handled 2,000,000+ calls each year. Directed all aspects of inbound telephone service for policyholders, clients and distribution channels. This 400 seat multi-site contact center administered service and support for employer and bank-sponsored tax deferred mutual funds, variable and fixed annuity products.Served on the Senior Operations Leadership Team for VALIC and AIG AnnuityPartnered with internal business partners to effectively manage performance; improved service levels by focusing on KPIs, agent quality and training. Developed a continuous improvement program featuring utilization of Key Performance Indicators, quarterly agent ranking and incentive awards, and comprehensive dashboard reporting. Managed the production of account statements.Owned the customer correspondence and complaint resolution functions. Restructured operating model to transform stand-alone, single line of business contact centers into a multi-site virtual operation. Launched a WFM Command Center to administer scheduling, forecasting and executive reporting.Designed and implemented a call escalation process staffed with experience client advocates.Integrated best practices across sites to improve service delivery capabilities

Radnor, Pa, Us

Successfully directed operations of a 200 seat domestic Service Center with an operating budget of $11M. Managed the production and delivery of 2M quarterly account statements.Completed transformation project while consolidating life insurance and annuity call teams.