Promote timely completion of projects and work quality by coordinating with stakeholders across 3 departments; Order Entry, Records Retrieval Call Center; and ProductionEnsure monthly reporting quotas were met or exceeded by assisting with company monthly revenue goalSupervise the entirety of operations (Order Entry, Records Retrieval Call Center; and Production) performance indices and backlogsResearch, compile data and prepare documents for presentation briefs given by VP of OperationsWeekly review of WBRs for 2 offshore vendors in IndiaReconcile approximately 1400 orders per day and identify missed published daily open ordersReport issues to management to identify root causes or other systemic problemsCoordinate resolutions between various departments to identify order issues to ensure successful processing to clientsDrive performance improvements through process workflow development and innovation

Supervise a team of 30 - 35 FTE’sEstablish daily, weekly, monthly objectives and communicated them to the teamContribute to team effort by accomplishing related results as neededResolve personnel issues by analyzing data; investigate problems; identify solutions; recommend course of actionManage the workflow by assigning responsibilities and preparing schedulesCollaborate with development team to automate frequently performed task, saving cost of 2-3 FTE’s annually

Oversaw escalation team of 4 FTE’s; Delegate task and schedule work hoursTrain staff; Develop personnel growth opportunitiesProvide constructive feedback to employees to enhance team skills and capabilitiesEstablish business knowledge and awareness of shared company goalsCoach employees and monitor their productivitySet team and individual target goals and develop strategies to achieve daily, weekly, and monthly metricsIdentify multiple time consuming processes that could be streamline to improve employee output