Charlotte Everly Email and Phone Number

Directs and/or manages all activities associated with Call Center operations, including developing and implementing policies and procedures on systems.Establishes and implements performance and service standards. Has consistently met a balanced scorecard and developed agents into promotional roles.Develops and implements process and/or operational improvements to enhance efficiency and effectiveness of operations.Ensures productivity meets or exceeds service and quality standards.Develops departmental budget and controls costs.Oversees and manages the operations of a business unit(s) with overall responsibility for the account (i.e. service delivery, sales, operations, IT, HR, facilities).Manages the client relationship ensuring customer satisfaction.Has profit and loss responsibility and overall control of planning, staffing, budgeting, managing expense priorities, and recommending and implementing changes to methods for the business unit.Provides budget analysis, labor planning, problem resolution and coordination of activities between client and company personnel.Typically utilizes management skills more than technical skills.

Direct and manage Quality Analysts in call center environment to ensure center evaluation goals are met. Achieved highest quality statistics of all client call centers while in the role.Analyzes data of call trends for teams and provides information to leadership and client for review with recommendations for improvement.Works with client and leadership to ensure quality metrics are met.Ensures reporting and tracking are complete and accurate.Organizes initial training classes for new hires.

Identify call trends of center by performing daily call evaluations.Analyzes data of call trends for teams and provides information to supervisors for review and any recommendations for improvement.Assists with alignment sessions, training and data reporting to ensure of consistency within management.Provides assistance with basic quality responsibilities for the team.