Key driver of operational excellence across multiple physical customer care call centers and a virtual, work at home customer care center. Acts as a change agent and “own” all aspects of the customer care contact center’s performance, develop cutting edge processes to improve our people, process and technology road-maps in collaboration with a variety of business partners and internal/external stakeholders. Drives business results through the identification of opportunities and development/deployment of strategies to enhance the Customer and Employee Experience. Acts as the advocate for the customer within the organization and helps advance our business transformation efforts with a relentless emphasis on customer experience. Delivers the best possible experience for our customers, but also instrumental for helping Mason Companies continually achieve high levels of efficiency, employee engagement and profitability.

Responsible for the Operations and for the delivery of the overall operational metrics.Data Analysis of all KPIs (CSAT/FCR, AHT, & Productivity).To proactively maintain regular engagement with key client contacts in line with client expectations.Ensure delivery of Client KPIs targets including day to day service levels, customer experience, quality measures and compliance measures.Responsible for the development of the operational leadership team To have a well-defined Communication and Engagement model in place to ensure all teams understand the performance of the business and also that they understand the needs of their teams.Successfully delivering and managing peak volumes. Responsibility and accountability for the operational performance of the client areas and for exceeding targets of all required metrics.The continuous identification implementation of operational best practice through interaction with the wider team.Manage and develop the operational client relationships by conducting operational client review meetings with Client Manager and Client. Identifying and highlighting further opportunities for services and process improvements Ability to demonstrate achievement of results e.g. business improvements, cost savings, revenue generationExcellent leadership, people management, communication and influencing skills at a senior levelExperienced in managing large multi-site /Multi skilled contact centersAbility to build and maintain strong client relationshipsSetting and reviewing Quality performance standards

Responsible for ongoing program certification and remediation to ensure the health of the program by leveraging calibrations, spot checks, productivity, predictive behavior analysis, and employee feedback for recommended improvements enterprise wide. Oversee and administer Quality Program via cross site calibrations to ensure consistency and administer a periodic QA certification. Share with the markets actionable and relevant insights into performance. Leverage QA Diagnostics across sites to drive core KPI's. Ensure all action items based on findings are completed and communicated. Manage the Quality Auto calibration efforts. Responsible for managing the Quality certification program. Ensures that our Quality program is in alignment to drive core KPI and serve as the foundational basis for behavioral coaching to continuous improvement of the front line. Serves as the Quality Program subject matter expert driving the quality behavior evaluation strategy across the group. Responsible for monitoring and ensuring consistency in strategy implementation as directed across the enterprise. Operate within the parameters of the designated strategy and the responsibility to make recommendations based on analysis and observation. Works with our markets with minimal direction from Sr. Director.

Responsible for the execution of a Quality Monitoring program through the development and leadership of the Quality Analyst team. Self-motivated individual who is able to work with minimal supervision, excellent interpersonal, communication and analytical skills. Responsible for the daily operational contact for the quality assurance teams, weekly operational calls, daily interactions with leadership, listening to and evaluating audits on an as needed basis, as well as providing coaching and feedback to the Quality team. Provide leadership and direction for the Quality Analyst team to exceed customer/company objectives. Virtually lead and develop a staff of Quality Analysts. Identify, analyze and report to leadership opportunities to improve call quality and to ensure customer satisfaction. Continuously develop and refine audit procedures to ensure audit results are accurate, informational and educational. Execute Performance Management responsibilities including performance reviews and salary administration. Coach QA staff on a daily basis. Manage resources to ensure that monthly audits and feedback sessions are conducted in accordance with the Call Center expectations.Review audit results for training opportunities and work with Trainers to incorporate into training programs. Responsible for generating and analyzing various weekly and monthly reports, sharing trends with leadership.

Manage and support a team from 12-20 direct reportsProven abilities in building strong employeesTop performing team month over monthPerform training classesExpertise in building teams, managing performance and implementing continuous process improvement with focus on quality.Develop and manage all related business aspects of the customer care centerResponsible for employee development and performance management to achieve goalsManage and support a high performing team of 10-12 direct reportsProven abilities in building strong employeesTop performing team 9 consecutive monthsConduct training classes for current and new employeesCoach and build a high performing team, goal orientedNew hire supervisor, develop and coach 40 agents for 90 days before permanently assigned to supervisorAssisted director with manager duties to open new department within retention, Promo Roll Off