· Ensure Contact Center exceeds performance goals such as calls handled, AHT, TTA, Abandoned Rate· Manages daily operation of phone system, daily reports, and ad-hoc reporting as needed· Provides feedback and recommended solutions regarding metrics tied to operational initiatives· Produces development plans for team members supportive of individual and company growth· Lead project beta testing and pilots and maintain intimate knowledge of project initiative, impact, and results, updating Executive leadership and key stakeholders on execution of effort· Drive positive performance to influence revenue and patient retention

· Independently managed teams of 25-40 loan review agents, 2-3 managers and 2-3 team leaders· Hired, trained, motivated, monitored, and coached new associates· Fostered an environment focused on finding solutions for pain points and on creating innovative differentiators· Identified and escalated issues and proposed recommended solutions for issues regarding processes, systems, and operational inefficiencies with the goal of contributing to operational success· Participated and facilitated cross-functional projects designed to mitigate risk to the bank due to inefficiencies, fraud, or lack of compliance· Monitored the day-to-day activities of functional areas to ensure compliance with internal policy, legal and pertinent regulations· Established, monitored, and maintained internal policies and procedures as well as business continuity plans